The first consumer service level agreement (SLA) from an internet service provider (ISP) has been launched today by fairADSL.
The ISP is offering customers money back if their broadband access breaks down.
The customer compensation agreement gives consumers the promise of a 20 per cent refund if they are left without internet access for more than 48 hours.
"We are the first broadband provider in the UK to announce a compensation agreement for consumers," said Bernadette Ebene, director of fairADSL. "This new offer sets us apart from all our competitors."
This type of SLA is usually built in to business broadband packages. But other ISPs, such as BTOpenworld, Tiscali and NTL, said they dealt with consumer cases on an individual basis.
And a spokeswoman for Telewest said: "For our blueyonder customers we consider cases for compensation on an individual basis; but it's extremely rare for our network to be down for a period of more than 48 hours.
"As we own and manage our network, if there is a problem we can isolate and fix it quickly."
Of fairADSL's compensation offer the spokeswoman added: "It's certainly a brave move considering they don't own their own network. Good luck to them."
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