Auto compensation – your entitlements This is a service message to inform you that our new auto compensation scheme will begin from 1st April.

From today, if your landline or broadband services stop working simply report the fault to Zen, and whenever you qualify to receive compensation, you'll get it automatically.

The three scenarios where auto compensation will apply are:

• Delayed repair

If your service stops working and the fault is not fixed within two working days, you’ll then automatically receive £8 per day for each additional day until the fault is repaired.

• Missed appointments

If an engineer doesn’t turn up for a scheduled appointment, or the appointment is cancelled with less than 24 hours’ notice, you’ll receive £25 compensation.

• Delayed provision

If you’re promised that a new service will go live on a particular date and it doesn’t, you’ll receive £5 per day (including the missed start date) until the service starts.

You do not need to take any action or steps to be eligible for auto compensation. In the event of any of the above scenarios, you will receive your compensation automatically in the form of credits to your Zen account.