Major broadband provider shuts down with thousands 'transferred' to rival
The internet service provider is closing down its broadband service and customers will be migrated over to Utility Warehouse.
A major broadband provider is set to close with thousands moving to a rival. 95,000 Origin broadband customers are set to receive better protection. The internet service provider is closing down its broadband service and customers will be migrated over to Utility Warehouse.
Unlike Origin, Utility Warehouse is signed up to some of Ofcom's voluntary schemes to protect customers. Origin customers will now benefit from Ofcom’s voluntary code of practice on better broadband speeds and automatic compensation.
This means they will be free to switch if their service is consistently under performing, and be entitled to money back for missed appointments, delayed start of new service and broadband outages.
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The majority of widely available providers are signed up to Ofcom voluntary schemes, it’s important to remind customers of the money back they could be missing out on when their service goes down.
If your provider is signed up to Ofcom’s scheme, customers can be compensated. Delayed repair following loss of service compensation is £9.98 for each calendar day. Missed appointments is compensation worth £31.19.
Delays with start of new service means compensation of £6.24 for each calendar day of delay, including the missed start date. To receive compensation for your broadband going down, customers need to report the outage to their provider. This is usually an online portal through their provider's website.
Research from Broadband Genie found almost half of broadband customers would be eligible to relieve compensation for their broadband, as up to 45% have experienced at least one broadband outage lasting over 48 hours.
Alex Tofts, Strategist at Broadband Genie, said: “While it may sound alarming being moved from one provider to another, customers of Origin shouldn’t be concerned. You shouldn’t notice anything in the switchover to your new service provider.
“If, for any reason, customers would rather not join the Utility Warehouse service, remember, your current contract term will be ported over. You’ll be subject to an early termination fee if you haven’t completed your minimum term with Origin.
“However, unlike Origin, Utility Warehouse is signed up to Ofcom’s voluntary schemes for speed and compensation, so customers are, in fact, better protected than they once were.
“We found up to 45% of broadband customers are eligible to receive compensation for their service going down. And if you feel you're not receiving the speed you should be. Run a speed test, and compare the results to what you signed up for in your contract. If your broadband speed is consistently below for what your paying for and your provider is signed up to Ofcom’s speed code of practice, you can leave penalty-free.”