The business phone lines 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

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

If agreed start date shown in your order confirmation 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

Show all

*Chargeable care packages

 

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 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.