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.
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When compensation can be claimed
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Standard compensation
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Products
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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
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Daily rental credit for each day past the target fault fix time |
Value line |
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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
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Daily rental credit for each day past the target fault fix time |
Value line* Standard line
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Total care package* If target fault fix time of 24 hours after being reported is missed
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Daily rental credit for each day past the target fault fix time |
Value line Standard line Featureline ISDN
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Critical care package* If target fault fix time of six hours after being reported is missed
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Daily rental credit for each day past the target fault fix time |
Standard line Critical line Featureline ISDN
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Delayed start of service |
Critical care package* If target fault fix time of six hours after being reported is missed
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Daily rental credit for every day past the agreed start date |
Value line Standard line Critical line Featureline ISDN
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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
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Making your compensation claim
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.
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) |
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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 |
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 -
- 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
- You must have reported the fault to us (and have been given a fault reference number).
- 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).
- Make sure you claim within 90 days of us fixing the fault (sorry, but we won't accept claims made after 90 days).
- Check the full details of the scheme if you want to know more.
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.
You might be. Visit our compensation page to check if you’re eligible.