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BT Refusing Responsibility in Paying Compensation

Trev012 — Mon, 24 Apr 2023 07:54:41 GMT

I ordered Fibre2 with a new digital phone line on 13th January and was told by BT [ I have the email to show] that it would be installed on 26th January. This actually never got installed until 13th February as Openreach kept pushing the date back, without contacting me to advise why.

I called BT [Dundee] to enquire several times when it would be installed and was advised by an advisor not to worry as I would receive £5.25 for every day it was delayed. This would be an automatic payment to my account.

Well, I have tried to get my compensation from BT but they are now backtracking and saying I am not entitled to any compensation as, according to them there was no delay. Again, I have an email confirming a start date and this is certainly not the date my service went live. I have raised a complaint with them [ VOL013-*************] but guess what .......... BT just closed this without any communication with myself !!!

So, I re opened this same complaint with them on 12th April and I have heard absolutely nothing. My complaint says Call scheduled for 12 Apr 2023 but nobody has bothered to make contact at all.

Why am I not getting the compensation due to me ? The evidence is blatantly clear on the email I have from BT on 13th January at 12:01 [Order No VOL013-*************] stating when my service would commence.

Regards,

Trev012

Re: BT Refusing Responsibility in Paying Compensation

Surboy — Sun, 23 Apr 2023 19:04:00 GMT

Go to resolver.Co.Uk and open a formal complaint.

Re: BT Refusing Responsibility in Paying Compensation

Devon_Dave — Sun, 23 Apr 2023 19:33:39 GMT

Can I suggest you remove your VOL number as this is a public forum.

I think you can only claim compensation on a working instalation.

Re: BT Refusing Responsibility in Paying Compensation

NeilO — Mon, 24 Apr 2023 08:05:14 GMT

Hi, @Trev012 I'm sorry the complaint regarding your delayed installation compensation was closed without resolution. I've sent you a private message so you can get in touch with the moderation team and we'll be happy to get that looked into.

Thanks

Neil

Re: BT Refusing Responsibility in Paying Compensation

Trev012 — Mon, 24 Apr 2023 16:00:32 GMT

Hi NeilO,

I have replied to you via PM.

Kind Regards,

trev012

Re: BT Refusing Responsibility in Paying Compensation

DavidM — Mon, 24 Apr 2023 18:10:45 GMT

Thanks @Trev012 .

Leave it with us and we'll pick it up shortly.

Cheers

David

Re: BT Refusing Responsibility in Paying Compensation

Trev012 — Mon, 24 Apr 2023 18:22:24 GMT

Many thanks DavidM