This topic

False claims

GeoffSmith — Fri, 28 Jul 2023 18:06:27 GMT

In May I opened a fault re slow sync speeds.
It was closed by BT :
Fault fixed
Thanks for letting us know the fault has now been fixed.

In July another fault re repeated dropped connection.
Closed by BT with comment :
Fault fixed
You have told us that your fault was fixed.

In neither case did I report the fault as fixed, nor was I asked!

Today a further fault opened as both problems continue.

Falsely claiming that I had told BT that the faults had been fixed smells of a ploy to avoid paying compensation.

Re: False claims

-Richie- — Fri, 28 Jul 2023 19:08:08 GMT

@GeoffSmithwrote:
Falsely claiming that I had told BT that the faults had been fixed smells of a ploy to avoid paying compensation.

The messages are a standard template the system sends if the fault is closed for no activity, if BT send a text asking you to book an engineer or request to speak with someone goes unanswered, the fault will close.

It's not a 'ploy to avoid paying compensation' because slow speeds and dropping connection don't fall under the automatic compensation rules, it has to be a total loss of service lasting more than 2 working days to get compensated.

If you've had a fault for more than 2 months, ring BT and report it by phone, my guess is you're doing it as a self serve fault and not receiving or replying to any requests for further contact, hence the fault auto closing.

Re: False claims

GeoffSmith — Fri, 28 Jul 2023 20:03:23 GMT

The two statements I quoted are still false regardless. They didn't ask and I didn't tell.

As to compensation, when I booked an "engineer" today there was a statement to the effect that "if we don't fix your fault within 30 days we will pay you £30." The first fault was closed well over the 30 days. Not that I am interested in claiming compensation, it's too much hassle.

What I object to is blatant lies from BT or anyone else.

Re: False claims

gg30340 — Sat, 29 Jul 2023 12:13:53 GMT

See link and sub links about automatic compensation.

https://www.bt.com/help/account-and-billing/automatic-compensation