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Choose the product for compensation information

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Broadband compensation

Compensation can be claimed for:

When you can claim compensation

If BT fails to provide service by the agreed Customer Committed Date. This includes any delays to switching of the Internet Access Line required to run the broadband service where BT is at fault.


Standard compensation

One week’s rental credit for each day (or part day) past the Customer Committed Date. Compensation claims are capped at 12 days.

Products

All BT business broadband products (excluding BTnet).

 

If your product is part of a bundle, we calculate weekly credit using the monthly price of the entire bundle.

Compensation applies when you report a total loss of internet access. You can find more information under ‘Broadband and internet’ in our terms and conditions.

When compensation can be claimed

If target fault fix time is missed:

Report by 21:00 on a working day, the fault should be fixed 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.


Standard compensation

One week's rental credit for each day (or part day) past the target fault fix time. Compensation claims are capped at 12 days.

Products

All BT business broadband products (excluding BTnet).

If your product is part of a bundle, we calculate weekly credit using the monthly price of the entire bundle.

Compensation applies when you report a total loss of internet access. You can find more information under ‘Broadband and internet’ in our terms and conditions.

When compensation can be claimed

If target fault fix time is missed:

Report by 21:00 on a working day or Saturday, the fault should be fixed 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.


Standard compensation

One week's rental credit for each day (or part day) past the target fault fix time. Compensation claims are capped at 12 days.

Products

All BT business broadband products (excluding BTnet).

If your product is part of a bundle, we calculate weekly credit using the monthly price of the entire bundle.

Compensation applies when you report a total loss of internet access. You can find more information under ‘Broadband and internet’ in our terms and conditions.

When compensation can be claimed

If your 4G Assure service fails to activate within 30 minutes of you reporting a fixed line fault to us, leaving you without a broadband connection, you may be eligible to receive £25 compensation.

To be eligible for compensation you must report a fixed line failure in the correct manner. You're restricted to one compensation claim per month. Compensation will be paid once the fixed line fault is resolved.

Standard compensation

£25 one-off payment.

Products

All BT business broadband and fibre products which include the 4G Assure service.

 

If your product is part of a bundle, we calculate weekly credit using the monthly price of the entire bundle.

Compensation applies when you report a total loss of internet access. You can find more information under ‘Broadband and internet’ in our terms and conditions.

Making your compensation claim

It's easy to make a broadband compensation claim: just call us free from UK numbers on 0800 800 154 and we'll look into it for you. Lines are open 24/7.

But before you rush to the phone, please take a look at these conditions:

  1. You can only make a claim for products on this compensation webpage.
  2. You must have already reported the delay to us, so we can try to put things right first.
  3. Wait for 24 hours before making your compensation claim, to be sure there’s at least a day’s delay.
  4. Make sure you claim compensation within 90 days.
     
  • Account number - You'll find your account number on your bill. It'll be in the format: 2 letters followed by 8 numbers. For example: WM 12345678.
  • Fault reference - You'll get a fault reference number when you report your fault, either online or on the phone. If you haven't got a fault reference number, you need to contact us. If you have one it will look like one of these: VOL011-00123456789, NE7KCX43, 1-123456789.
    If you give us the wrong details, it'll take longer to deal with your claim because we'll have to email you for more information.
     

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Business phone lines and ISDN compensation

Compensation can be claimed for:

When you can claim compensation

If BT fails to provide service by the agreed Customer Committed Date. This includes any delays to switching of the line where BT is at fault.


Standard compensation

One week’s rental credit for each day (or part day) past the Customer Committed Date. Compensation claims are capped at 12 days.

Products

Value line
Standard line
Critical line
Featureline
ISDN2

 

If your product is part of a bundle, we calculate daily and weekly credit using the monthly price of the entire bundle.

Compensation applies when you report an ongoing and total loss of the ability to make or receive calls. You can find more information under ‘Calls and lines’ in our terms and conditions.

When you can claim compensation

If BT fails to port any number requested by the agreed Customer Committed Date.


Standard compensation

One day’s rental credit for each day (or part day) past the Customer Committed Date. Compensation claims are capped at 12 days.

Products

Value line
Standard line
Critical line
Featureline
ISDN2

 

If your product is part of a bundle, we calculate daily and weekly credit using the monthly price of the entire bundle.

Compensation applies when you report an ongoing and total loss of the ability to make or receive calls. You can find more information under ‘Calls and lines’ in our terms and conditions.

When compensation can be claimed

If target fault fix time is missed:

Report by 21:00 on a working day, the fault should be fixed 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.

Standard compensation

One week's rental credit for each day (or part day) past the target fault fix time. Compensation claims are capped at 12 days.

Products

Value line

 

If your product is part of a bundle, we calculate daily and weekly credit using the monthly price of the entire bundle.

Compensation applies when you report an ongoing and total loss of the ability to make or receive calls. You can find more information under ‘Calls and lines’ in our terms and conditions.

When compensation can be claimed

If target fault fix time is missed:

Report by 21:00 on a working day or Saturday, the fault should be fixed 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.

Standard compensation

One week’s rental credit for each day (or part day) past the target fault fix time. Compensation claims are capped at 12 days.

Products

Value line
Standard line

 

If your product is part of a bundle, we calculate daily and weekly credit using the monthly price of the entire bundle.

Compensation applies when you report an ongoing and total loss of the ability to make or receive calls. You can find more information under ‘Calls and lines’ in our terms and conditions.

When compensation can be claimed

If the fault is not fixed after 24 hours from the time it is reported.

Standard compensation


One week’s rental credit for each day (or part day) past the target fault fix time. Compensation claims are capped at 12 days.

Products

Value line
Standard line
Featureline
ISDN2

 

If your product is part of a bundle, we calculate daily and weekly credit using the monthly price of the entire bundle.

Compensation applies when you report an ongoing and total loss of the ability to make or receive calls. You can find more information under ‘Calls and lines’ in our terms and conditions.

When compensation can be claimed

If the fault is not fixed after 6 hours from the time it is reported.

Standard compensation


One week’s rental credit for each day (or part day) past the target fault fix time. Compensation claims are capped at 12 days.

Products

Value line
Standard line
Featureline
ISDN2

 

If your product is part of a bundle, we calculate daily and weekly credit using the monthly price of the entire bundle.

Compensation applies when you report an ongoing and total loss of the ability to make or receive calls. You can find more information under ‘Calls and lines’ in our terms and conditions.

When compensation can be claimed

If an engineer misses the appointment date & time confirmed in either your order or incident confirmation email or SMS.

Standard compensation

£10

Products

Value line
Standard line
Critical line
Featureline
ISDN2

For ISDN30 customers, view our compensation terms and conditions.

Making your compensation claim

It's easy to make a phone line compensation claim for delays and missed appointments:

  • Call 0800 800 154 to make a compensation claim relating to repairs.
  • Call 0800 800 152 to make a compensation claim relating to start of service, switching or number porting.


You’ll need to make your compensation claim within 90 days.

Lines are open 24/7. Calls are free from UK numbers.

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.

 

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Cloud-based phone systems compensation

Compensation can be claimed for:

When you can claim compensation

If BT fails to provide service by the agreed Customer Committed Date. This includes any delays to switching of the line where BT is at fault.


Standard compensation

One week’s rental credit for each day (or part day) past the Customer Committed Date. Compensation claims are capped at 12 days.

Products

Cloud Voice Express
Cloud Voice
Cloud Phone
Cloud Work

 

If your product is part of a bundle, we calculate weekly credit using the monthly price of the entire bundle.

When you can claim compensation

If BT fails to port any number requested by the agreed Customer Committed Date.

Standard compensation

One day’s rental credit for each day (or part day) past the Customer Committed Date. Compensation claims are capped at 12 days.

Products

Cloud Voice Express
Cloud Voice
Cloud Phone
Cloud Work

 

If your product is part of a bundle, we calculate weekly credit using the monthly price of the entire bundle.

When compensation can be claimed

If target fault fix is missed:

  • Report by 21:00 on a working day or Saturday, the target fault fix is before 23.59 on the next working day.
  • Report after 21:00 on a working day or Saturday, or anytime on a Sunday, bank holiday or public holiday, the target fault fix is within two working days before 23.59.
Standard compensation

One week’s rental credit for each day (or part day) past the target fault fix time. Compensation claims are capped at 12 days.

Products

Cloud Voice Express

 

If your product is part of a bundle, we calculate weekly credit using the monthly price of the entire bundle.

For customers of BT cloud-based products other than Cloud Voice Express, please contact us to make a compensation claim or find out more about delayed repairs. See ‘How to make a compensation claim’ for your contact details.

Making your compensation claim

It's easy to make a cloud-based compensation claim for delays and missed appointments:

Cloud Voice Express

  • Call 0800 800 154 to make a compensation claim relating to repairs.
  • Call 0800 800 152 to make a compensation claim relating to start of service, switching or number porting.


Lines are open 24/7. Calls are free from UK numbers.

You’ll need to make your compensation claim within 90 days.


Cloud Voice:
Call 0800 389 0537 to make any compensation claim.
Cloud Phone: Call 0800 389 0598 (option 2) to make any compensation claim.
Cloud Work: Call 0800 389 0598 (option 2) to make any compensation claim.

Lines are open Monday-Friday 08:00-18:00, closed on bank and public holidays. Calls are free from UK numbers.

You’ll need to make your compensation claim within 90 days.

  • Account number
  • Phone number(s) affected
     

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Mobile compensation

Compensation can be claimed for:

When you can claim compensation

If BT fails to provide service by the agreed Customer Committed Date. This includes any delays to switching of the line where BT is at fault.


Standard compensation

Delay of 1-3 days: Credit of 5 days line rental

Delay of 4-6 days: Credit of 15 days line rental

Delay of 7+ days: Credit of 1 month line rental

Products

BT Mobile

 

If your product is part of a bundle, we calculate daily credit using the monthly price of the entire bundle.

When you can claim compensation

If BT fails to port any number requested by the agreed Customer Committed Date.

Standard compensation

Delay of 1-3 days: Credit of 5 days line rental

Delay of 4-6 days: Credit of 15 days line rental

Delay of 7+ days: Credit of 1 month line rental

Products

BT Mobile

 

If your product is part of a bundle, we calculate daily credit using the monthly price of the entire bundle.

Making your compensation claim

It's easy to make a mobile compensation claim – just contact us for free:

  • Call 150 from a BT mobile
  • Call 0800 800 152 from any UK phone


We’re here to help Monday-Friday 08:00-18:00 (excluding bank holidays).

  • Account number
  • Phone number(s) affected