The business broadband compensation table applies to products bought separately or as part of a bundle on standard terms.

When compensation can be claimed

Standard compensation

Products

Delayed repair

Standard care package:
 

If target fault fix time is missed:
 

Report by 21.00 on a working day, target fault fix time is before the end of the second working day (up to midnight)
 

Incidents reported after 21:00 on a working day, or any time at weekends or on bank or public holidays are treated as if reported at 08:00 on the next working day

£25 one-off payment

All BT business broadband products (excluding BTnet)

Prompt care package:
 

If target fault fix time is missed:
 

Report by 21.00 on a working day or Saturday, target fault fix time is before the end of the next working day (up to midnight)
 

Incidents reported after 21:00 on a working day or Saturday, or anytime on a Sunday, bank or public holiday are treated as if reported at 08:00 on the next working day

£25 one-off payment

All BT business broadband products (excluding BTnet)

Show all

BTnet has different service level agreements – see your individual contract.

There are no service level agreements or compensation for missed appointments or a delayed start of service.

Faults can be reported 365 days a year.

You can check your contract or bill to find out your care package, or our agents can help you when you claim.

Making your compensation claim

How to send us your compensation claim for business broadband

Call 0800 800 154

You'll need to make your compensation claim within four months of the date your fault was closed.

For full business broadband terms and conditions including exemptions to the scheme, go to www.bt.com/terms

What we need from you

You’ll need to tell us at least one of these when you claim:

  • Phone number
  • Account number
    You'll find your account number on your bill. It has two letters followed by eight numbers (for example: WM 12345678).
  • Fault reference number
    We’ll have given you a reference number when you reported your fault, either online or on the phone. It will look like one of these: VOL011-00123456789, NE7KCX43, 1-123456789.