Service delay compensation scheme
Sometimes things go wrong. So we have our Customer Service Compensation Scheme, which covers our broadband, fibre, mobile and phone systems for small and medium businesses.
You could claim compensation for delays in start of service, switching, number porting and repairs, plus missed appointments.
Corporate or public sector customer? Please contact your account team.
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Broadband compensation
Compensation can be claimed for:
Delayed start of service and delayed switching
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.
Delayed repair – Standard care package
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.
Delayed repair – Prompt care package
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.
4G Assure fails to activate
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
How to make a compensation claim for broadband
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:
- You can only make a claim for products on this compensation webpage.
- You must have already reported the delay to us, so we can try to put things right first.
- Wait for 24 hours before making your compensation claim, to be sure there’s at least a day’s delay.
- Make sure you claim compensation within 90 days.
What you’ll need to make a claim
- 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.
Business phone lines and ISDN compensation
Compensation can be claimed for:
Delayed start of service and delayed switching
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.
Delayed number porting
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.
Delayed repair – Standard care package
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.
Delayed repair – Prompt care package
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.
Delayed repair – Total care package
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.
Delayed repair – Critical care package
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.
Missed appointment
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
ISDN30 compensation
For ISDN30 customers, view our compensation terms and conditions.
Making your compensation claim
How to make a compensation claim for business phone line products
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.
What you’ll need to make a claim
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.
Cloud-based phone systems compensation
Compensation can be claimed for:
Delayed start of service and delayed switching
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.
Delayed number porting
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.
Delayed repair – Cloud Voice Express
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.
Delayed repair – other cloud-based phone systems
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
How to make a compensation claim for cloud-based phone systems
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.
What you’ll need to make a claim
- Account number
- Phone number(s) affected
Mobile compensation
Compensation can be claimed for:
Delayed start of service and delayed switching
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.
Delayed number porting
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
How to make a compensation claim for mobile
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).
What you’ll need to make a claim
- Account number
- Phone number(s) affected