--- title: "Outage credit calculator: what your ISP owes you · Kilobat" url: "https://kilobat.app/outage-credit" description: "Work out what your internet provider owes for an outage under Ofcom’s scheme, Germany’s § 58 TKG, Spain, Italy, Xfinity, AT&T, Orange or Free, and how to claim it." --- Free calculator · 8 rules · 15 providers # How much does your provider owe you for an outage? Pick your provider, say how long the internet was down and when you reported it. The calculator applies the provider’s published rule, the same one Kilobat uses, and tells you how to claim. [Work it out ↓](https://kilobat.app/outage-credit#calculator) [Every rule](https://kilobat.app/outage-credit#rules) **BT · Ofcom automatic compensation**Example outage - Reported**Mon 09:00** - 2 full working days to fix**Tue, Wed** - Fixed**Sat 21:00** - Credit days**3 × £10.34** May qualify for about**£31.02***Automatic, on your bill* The calculator ## Your outage, against your provider’s rule. Enter one outage. Times are in your own time zone, as your provider’s fault record would show them. Nothing you type leaves this page. Kilobat Pro · Outage credit ## Let your Mac keep the outage log. Outages rarely come one at a time, and nobody times them at 3 am. Kilobat records every one on your provider’s side of the router, adds up the month and checks it against your provider’s rule. Pro: - Only outages beyond your router count: your router kept answering while the internet didn’t. - Wi-Fi trouble, sign-in pages and time your Mac was asleep are left out and shown apart. - It drafts the claim with every outage’s start, end and length, and the rule’s own words. You send it. - A notification when an outage crosses your provider’s threshold, so you can ask in time. [See the complaint pack](https://kilobat.app/internet-complaint) [Pro, $29 once](https://kilobat.app/#pricing) Speed tests, the stutter test and the support report are free. [The complaint pack](https://kilobat.app/internet-complaint) puts outages, tests and your request into one PDF. Pro: Kilobat’s Outage credit tab on sample outages: on BT, an outage of 132 hours beyond the router may qualify for a credit of about £31.02 under Ofcom automatic compensation, with the claim written below and Claim page, Evidence PDF and Copy claim Every rule Kilobat knows ## What each provider pays, and how to claim it. Laws that bind every provider, a regulator’s scheme and providers’ own terms, each read from the official source. Pick one to work it out, or share its link. ### United Kingdom Regulator’s scheme #### Ofcom automatic compensation £10.34 for each further day, when a fault you report isn’t fixed within 2 full working days, automatically. How to claim Automatic: credited to your bill within 30 days of the fix. Report the fault through the provider's own phone line or website; social media doesn't count. Conditions £10.34 is the rate for faults from 1 April 2026 to 31 March 2027; it follows inflation each April. Intermittent faults, slow speeds and faults inside the home don't count. Bank holidays aren't working days. Source [Ofcom automatic compensation](https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know) - [BT](https://kilobat.app/outage-credit#gb-bt)[Guide](https://kilobat.app/internet-providers/bt) - [EE](https://kilobat.app/outage-credit#gb-ee)[Guide](https://kilobat.app/internet-providers/ee) - [Plusnet](https://kilobat.app/outage-credit#gb-plusnet)[Guide](https://kilobat.app/internet-providers/plusnet) - [Virgin Media](https://kilobat.app/outage-credit#gb-virgin-media)[Guide](https://kilobat.app/internet-providers/virgin-media) - [Sky Broadband](https://kilobat.app/outage-credit#gb-sky)[Guide](https://kilobat.app/internet-providers/sky-broadband) - [Vodafone UK](https://kilobat.app/outage-credit#gb-vodafone)[Guide](https://kilobat.app/internet-providers/vodafone) - [TalkTalk](https://kilobat.app/outage-credit#gb-talktalk)[Guide](https://kilobat.app/internet-providers/talktalk) - [Hyperoptic](https://kilobat.app/outage-credit#gb-hyperoptic) - [Another provider in the scheme](https://kilobat.app/outage-credit#uk-ofcom) ### United States Provider’s terms #### Xfinity Residential Services Agreement A refund of the monthly price for the time it was down, for an outage of more than 24 hr in a row after you report it, when you ask. How to claim [Ask for it in the Xfinity app, through Xfinity Assistant chat or by phone, within 120 days.](https://www.xfinity.com/support/articles/check-service-outage) Phone: 1-800-XFINITY. Deadline Within 120 days Conditions Not for power cuts, weather or anything Xfinity can't control. Fees, taxes and one-time charges aren't credited. Source [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement) - [Xfinity](https://kilobat.app/outage-credit#us-xfinity)[Guide](https://kilobat.app/internet-providers/comcast-xfinity) Provider’s terms #### AT&T Guarantee A day of service per outage and a day more for each further day, up to the monthly price, for an outage of 20 min or more, automatically. How to claim [Automatic for AT&T Fiber and Internet Air: AT&T tells you when it credits a qualifying outage, within one or two bills.](https://www.att.com/guarantee/) Conditions Not AT&T Internet over copper (DSL). AT&T decides which outages qualify; weather, disasters and power cuts at home don't. The extra days and the cap were confirmed for Internet Air. Source [AT&T Guarantee](https://www.att.com/es-us/sdabout/story/2026/att-expands-the-att-guarantee.html) - [AT&T](https://kilobat.app/outage-credit#us-att)[Guide](https://kilobat.app/internet-providers/att) - **Spectrum**Spectrum's terms couldn't be read, and reports of its threshold disagree (two, four or more hours). You can still ask.[Spectrum slow or down? →](https://kilobat.app/internet-providers/spectrum) - **Verizon**No published outage credit for Fios or 5G Home was found; Verizon's credits have been one-offs you had to claim. You can still ask.[Verizon slow or down? →](https://kilobat.app/internet-providers/verizon) - **Cox**Cox's residential agreement couldn't be read; credits are reported only on request. You can still ask.[Cox slow or down? →](https://kilobat.app/internet-providers/cox) - **T-Mobile Home Internet**No published outage credit for T-Mobile Home Internet was found. You can still ask.[T-Mobile Home Internet slow or down? →](https://kilobat.app/internet-providers/t-mobile) ### Germany Law · every provider #### § 58 TKG Entschädigung From day 3, €5.00 or 10% of the monthly price a day and from day 5, €10.00 or 20% of the monthly price a day, whichever is higher, when a fault you report isn’t fixed within 2 calendar days, when you ask. How to claim Ask your provider for it after reporting the fault, citing § 58 Abs. 3 TKG. Conditions For contracts with a fixed monthly price. Not owed when you caused the fault, or for force majeure and legally ordered measures. A price reduction for the same fault under § 57 is set against it. Source [§ 58 TKG Entschädigung](https://www.gesetze-im-internet.de/tkg_2021/__58.html) - [Telekom](https://kilobat.app/outage-credit#de-telekom) - [Vodafone Germany](https://kilobat.app/outage-credit#de-vodafone) - [Any provider in Germany](https://kilobat.app/outage-credit#de-tkg58) ### France Provider’s terms #### Orange Conditions générales d’abonnement, article 11.2 A refund of the monthly price for the time it was down, for any outage you report, from the day you report it, when you ask. How to claim [Report the outage to Orange, then ask for the subscription to be refunded for the time it was down; it comes off a later bill.](https://boutique.orange.fr/tarifs-et-contrats/) Conditions Terms dated 8 October 2026. Not owed when Orange gives you a temporary alternative or the cause is yours. Source [Orange Conditions générales d’abonnement, article 11.2](https://documentscontractuels.orange.fr/les-offres-orange-internet_cg_4779.pdf) - [Orange](https://kilobat.app/outage-credit#fr-orange)[Guide](https://kilobat.app/guides/orange-livebox-slow-internet-complaint) Provider’s terms #### Conditions générales Freebox, article 10.5 A refund of the monthly price for the time it was down, for any outage you report, from the day you report it, when you ask. How to claim [Report the incident, then ask with the form in your Espace Abonné; Free pays by bank transfer within 15 days of the fix.](https://www.free.fr/freebox/tarifs-et-conditions) Conditions Terms dated 29 September 2026, Freebox plans other than Freebox Pop. Not owed for force majeure or a cause that is yours. Source [Conditions générales Freebox, article 10.5](https://adsl.free.fr/cgv/CGV_FORFAIT_hors_opt_20251217.pdf) - [Free](https://kilobat.app/outage-credit#fr-free)[Guide](https://kilobat.app/guides/freebox-slow-internet-complaint) - **SFR**Only old copies of SFR's terms could be found, not the current ones. You can still ask.[SFR slow or down? →](https://kilobat.app/guides/sfr-box-slow-internet-complaint) - **Bouygues Telecom**Only old copies of the Bbox terms could be found, not the current ones. You can still ask.[Bouygues Telecom slow or down? →](https://kilobat.app/guides/bouygues-bbox-slow-internet-complaint) ### Spain Law · every provider #### Real Decreto 899/2009, artículo 16 A refund of the monthly price for the time it was down, when outages add up to more than 6 hr in a billing period between 8:00 and 22:00, automatically. How to claim Automatic: the operator refunds it on the next bill, with the date, length and calculation. Conditions Kilobat counts a calendar month as the billing period. In a bundle the internet share is what the operator states, otherwise half the price. Not owed for serious breach of contract by the customer. Source [Real Decreto 899/2009, artículo 16](https://www.boe.es/buscar/act.php?id=BOE-A-2009-8961) - [Movistar](https://kilobat.app/outage-credit#es-movistar)[Guide](https://kilobat.app/guides/movistar-router-slow-internet-complaint) - [Any provider in Spain](https://kilobat.app/outage-credit#es-rd899) ### Italy Law · every provider #### AGCOM Regolamento indennizzi, articolo 6 €6.00 for each day, for any outage you report, from the day you report it, when you ask. How to claim [Complain to your operator (reclamo) within three months; if it isn't settled, apply for conciliation on ConciliaWeb.](https://conciliaweb.agcom.it/) Deadline Within 90 days Conditions These amounts apply when a dispute is settled through CoReCom or AGCOM; an operator that accepts your complaint within 45 days may pay its own contractual amount instead. Source [AGCOM Regolamento indennizzi, articolo 6](https://www.agcom.it/sites/default/files/migration/attachment/Allegato%2020-7-2018.pdf) - [Any provider in Italy](https://kilobat.app/outage-credit#it-agcom) ### Any country - **Starlink**No residential outage credit was found in Starlink's published terms; its availability credit covers Priority business plans. You can still ask.[Starlink slow or down? →](https://kilobat.app/starlink) Before you claim ## Make the claim easy to say yes to. 1. **Report the fault the official way.**Use the provider’s phone line, app or website, and keep the reference. Most clocks start here, and Ofcom’s scheme doesn’t count social media. 2. **Write down start and end times.**For each outage, the date, when it started, when it came back and how long it lasted. Note whether the router’s lights showed a connection. 3. **Rule out your own Wi-Fi.**Faults inside your home don’t count. If a cable to the router fails too, it’s the line. [Find your provider’s checks](https://kilobat.app/internet-providers). 4. **Quote the rule.**Name it, say what it pays and ask for the credit or for how they counted it. The [complaint letter template](https://kilobat.app/guides/broadband-complaint-letter) is free. Slow rather than down? [Check your speed against your plan](https://kilobat.app/internet-speed-checker). Taking it further? Read [UK complaints and ADR](https://kilobat.app/guides/uk-broadband-minimum-speed-complaint), [Germany’s price reduction](https://kilobat.app/guides/germany-slow-internet-speed-reduction) or [FCC complaints](https://kilobat.app/guides/us-internet-speed-fcc-complaint). ## Questions **Does my internet provider have to pay me for an outage?** It depends on where you live and your contract. In the UK, providers in [Ofcom’s automatic compensation scheme](https://kilobat.app/outage-credit#rule-uk-ofcom) pay when a reported loss of service isn’t fixed within 2 full working days. Germany, Spain and Italy have laws that cover every provider. In the US and France it is the provider’s own terms, such as Xfinity’s 24-hour credit or Orange’s pro rata refund. **How much is UK automatic compensation for a broadband outage?** If a reported total loss of broadband isn't fixed within two full working days, the provider pays £10.34 for each further day, automatically. £10.34 is the rate for faults from 1 April 2026 to 31 March 2027; it follows inflation each April. Intermittent faults, slow speeds and faults inside the home don't count. Bank holidays aren't working days. **Why does the calculator ask when I reported the fault?** Most rules start counting from your report, not from when the line went down. Ofcom’s two working days, Germany’s two calendar days and Xfinity’s 24 hours all run from the report, so report a fault as soon as you notice it, through the provider’s own phone line or website. **Is the amount guaranteed?** No. It is what the published rule pays for the times you enter. The provider counts from its own fault record, decides what qualifies and may know of causes you can’t see, such as a power cut or a fault inside your home. **My provider isn’t listed, or has no rule. Can I still ask?** Yes. Ask anyway, with the date, start, end and length of each outage, and your fault reference. In Germany, Spain and Italy the law covers every provider, so pick “any other provider” in your country. For SFR, Bouygues Telecom, Spectrum, Verizon, Cox, T-Mobile Home Internet and Starlink, no current published rule was found or could be read. **What does Kilobat Pro add?** The calculator takes one outage you time yourself. Kilobat Pro records every outage on your provider’s side of the router, leaves out your Wi-Fi and the time your Mac was asleep, adds up the month, checks it against your provider’s rule and drafts the claim. It never sends anything for you. Pro is $29 once. ## Sources - [Ofcom automatic compensation](https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know) - [Ofcom automatic compensation: bt.com](https://www.bt.com/compensation) - [Ofcom automatic compensation: hyperoptic.com](https://www.hyperoptic.com/legal/automatic-compensation-policy) - [Ofcom automatic compensation: virginmedia.com](https://www.virginmedia.com/help/automatic-compensation) - [Ofcom automatic compensation: ee.co.uk](https://ee.co.uk/help/broadband/fix-problem/automatic-compensation) - [Ofcom automatic compensation: plus.net](https://www.plus.net/help/legal/automatic-compensation/) - [§ 58 TKG Entschädigung](https://www.gesetze-im-internet.de/tkg_2021/__58.html) - [Real Decreto 899/2009, artículo 16](https://www.boe.es/buscar/act.php?id=BOE-A-2009-8961) - [AGCOM Regolamento indennizzi, articolo 6](https://www.agcom.it/sites/default/files/migration/attachment/Allegato%2020-7-2018.pdf) - [Xfinity Residential Services Agreement](https://www.xfinity.com/corporate/customers/policies/subscriberagreement) - [AT&T Guarantee](https://www.att.com/es-us/sdabout/story/2026/att-expands-the-att-guarantee.html) - [AT&T Guarantee: prnewswire.com](https://www.prnewswire.com/news-releases/att-expands-americas-best-guarantee-to-deliver-faster-simple-support-with-fewer-transfers-302909290.html) - [Orange Conditions générales d’abonnement, article 11.2](https://documentscontractuels.orange.fr/les-offres-orange-internet_cg_4779.pdf) - [Conditions générales Freebox, article 10.5](https://adsl.free.fr/cgv/CGV_FORFAIT_hors_opt_20251217.pdf) Checked on 31 October 2026. ## Down again? Let Kilobat keep count. [Download for Mac ↓](https://kilobat.app/downloads/Kilobat-1.33.1.dmg?via=site) ``` brew install seifip/kilobat/kilobat ```