Automatic Compensation Policy

Last Updated: 29 March 2026

At Lytii, we are committed to providing a reliable, full-fibre broadband service. We understand how important a fast and consistent connection is for your home or business. While we strive for excellence, we recognise that things sometimes go wrong.

As part of our commitment to transparency and fairness, Lytii operates an Automatic Compensation scheme. This policy outlines when you are entitled to compensation for service failures and how it will be applied to your account.

1. Scope of the Policy

This policy applies to all residential and small business customers (SMEs) subscribed to Lytii full-fibre broadband services. Compensation is triggered automatically for specific service failures, meaning you do not need to contact us to claim in most circumstances.

2. When Compensation is Payable

Lytii provides automatic compensation (as account credit) in the following three scenarios. The amounts below reflect Ofcom’s voluntary Automatic Compensation scheme standards.

2.1 Delayed Start of Service (Delayed Provision)

If your broadband service does not start on the service start/activation date we confirmed (for example, in your order summary or order confirmation), you are entitled to compensation.

  • Amount: £6.10 for each calendar day your service start is delayed, including the missed start date.
  • When it starts: From the confirmed start date until the day before the service is live (or until you cancel your order).
2.2 Repairs Taking Longer than Two Working Days (Total Loss of Service)

If you report a total loss of service and we do not fix it within two full working days, you are entitled to compensation.

  • Amount: £9.76 for each calendar day that the total loss of service continues once compensation becomes due.
  • When it starts: Compensation starts on the third working day after you report the fault to us (i.e., after two full working days have passed), and runs until the day before service is restored.
2.3 Missed Appointments (Installation or Repair)

If we book an engineer appointment for an installation or repair and:

  • the engineer does not arrive within the agreed appointment window; or
  • we cancel or rearrange the appointment with less than 24 hours’ notice,
    you are entitled to compensation.
  • Amount: £30.49 per missed appointment (or late-cancelled appointment).
3. How Compensation is Paid
  • Automatic Credit: Compensation will be applied as a credit to your Lytii account.
  • Timeline: Credits will typically be applied within 30 calendar days of the service being activated, the fault being resolved, or the missed appointment occurring.
  • Notification: You will see the compensation credit clearly itemised on your monthly bill.
4. Exceptions and Limitations

Automatic compensation may not be payable in the following circumstances:

  • Customer Actions: If the delay or fault is caused by your own equipment, a breach of our Acceptable Use Policy, or if you prevent our engineers from accessing your premises at the agreed time.
  • Third-Party Infrastructure: While we provide full-fibre infrastructure, delays caused by external factors beyond our reasonable control (e.g., major civil works by third parties or extreme weather events) may affect eligibility, though we will always aim to be fair.
  • Alternative Service: If we provide you with a temporary alternative connection (such as a mobile hotspot) that restores your connectivity while a repair is pending, compensation for “Loss of Service” may be capped or waived.
  • Contract Termination: If you cancel your order before the service is activated, you will not be eligible for “Delayed Provision” compensation.
5. SME and Business Customers

For business customers, this Automatic Compensation Policy sits alongside your Service Level Agreement (SLA). Where a fault entitles you to both automatic compensation and an SLA service credit, you will receive the higher of the two amounts, but not both for the same incident.

6. Disputes

If you believe you are entitled to compensation that has not been applied to your account within 30 days, please contact our Customer Support team. If we cannot resolve your query, you may refer to our Complaints Code of Practice for details on how to escalate the matter to an independent Alternative Dispute Resolution (ADR) scheme.

Lytii
A subsidiary of Ivx Group.
Registered in England and Wales. Company No. 17080224.
Registered Address: Suite 70, 60 Tottenham Court Road, London, W1T 2EW, United Kingdom.
Website: lytii.com

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