Why is this important?
Delays in repairs to a service
There may be times when your service provider needs to carry out repairs to enable your service to function properly. Your provider should have a service repairs policy, which tells you what you can expect. For example, whether there is a time limit for starting the repairs work and whether there's a charge.
You should be able to find details of the repairs policy on the service provider's website or in your terms and conditions.
This page tells you more about what you can do if repairs to your service are delayed.
Getting money back or compensation
If you report a problem with your service and it isn't fixed within a reasonable length of time, you may be ale to get some of your money back (a partial refund). Your provider may also have to pay compensation for the period when the service was not available.
Details about this may be in the service provider’s repairs policy or Code of Practice. This should be on their website or you can ring them and ask them to post you a copy.
Alternatively you could ring your provider and ask them for details over the phone.
Repairs for sick and disabled people
The service provider may have a special scheme under which repairs for sick and disabled people are carried out more quickly, and at less cost. This is more common under landline telephone service providers.
If the service provider does provide such a scheme, check whether you have to register in advance before being able to use the scheme. Contact your service provider to see if they have a scheme and what the conditions are.
If you have a maintenance or service agreement
If you’ve bought a maintenance or service agreement from your service provider, for example, to cover a sky box, check the terms and conditions of the agreement. It may contain details about time limits for repairs to be carried out and compensation if these are not met.
Making a complaint
If you are unhappy with how long the repairs are taking, you should complain.