BT Customer Service Compensation Scheme

Sometimes things go wrong so we've got our Customer Service Compensation Scheme, which covers our broadband, fibre, and phone systems.

 

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

 

Daily rental credit for each day past the target fault fix time

Value line

 

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

 

Daily rental credit for each day past the target fault fix time

Value line*

Standard line

 

 

Total care package*

If target fault fix time of 24 hours after being reported is missed

 

Daily rental credit for each day past the target fault fix time

Value line

Standard line

Featureline

ISDN

 

 

Critical care package*

If target fault fix time of six hours after being reported is missed

 

Daily rental credit for each day past the target fault fix time

Standard line

Critical line

Featureline

ISDN

 

Delayed start of service

Critical care package*

If target fault fix time of six hours after being reported is missed

 

Daily rental credit for every day past the agreed start date

Value line

Standard line

Critical line

Featureline

ISDN

 

Missed appointment

If an engineer misses the agreed appointment date shown in either your order confirmation or incident confirmation

£10

Value line

Standard line

Critical line

Featureline

ISDN

 

 

Making your compensation claim

How to send us your compensation claim for business phone line products

Call 0800 800 154 to make a compensation claim for repair missed appointments & delays. 

Call 0800 800 152 to make a claim about start of service missed appointments & delays.

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

See terms and conditions

 

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.

 

 

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)

4G Assure fails to activate

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.

£25 one-off payment

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

 

How can I make a claim

It's easy to make a claim: just call us on 0800 800 154 and we'll look into it for you.

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

  1. You can only make a claim for products listed below;

    Avaya IP Office 7
    MITEL 3300
    BT Business Total Broadband Office
    BT Business Total Broadband Office Unlimited
    BT Business Total Broadband Advance
    BT Business Total Broadband Advance Support
    BT Business Total Broadband Fibre
    BT Business Total Broadband Fibre Plus
    BT Business Total Broadband Fibre Elite
    BT Infinity for business - Advance
    BT Infinity for business - Advance Support
    BT Business Broadband Unlimited
    BT Business Broadband Premium
    BT Business Infinity Unlimited
    BT Business Infinity Premium
    BT Business Infinity Ultra
    BT Business Infinity on Demand
    BT Business Ultrafast 1
    BT Business Ultrafast 2

  2. You must have reported the fault to us (and have been given a fault reference number).
  3. Wait for 24 hours after we've fixed the fault before you make your claim (that's so we can be sure that we have actually fixed the problem).
  4. Make sure you claim within 90 days of us fixing the fault (sorry, but we won't accept claims made after 90 days).
  5. Check the full details of the scheme if you want to know more.
When you make your claim, you'll need your:

Click to see what you will 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.

Am I entitled to compensation if my 4G Assure fails to activate?

You might be. Visit our compensation page to check if you’re eligible.