This topic

Refund

ken-sherwood — Tue, 14 Nov 2023 13:47:25 GMT

Since November 1st we have had no landline and our broadband is very slow. Will we receive a refund against the period of downtime and poor broadband?

Re: Refund

Keith_Beddoe — Tue, 14 Nov 2023 13:51:43 GMT

@ken-sherwood

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Try calling 0330 1234 150

I assume you have reported the fault?

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

Re: Refund

ken-sherwood — Tue, 14 Nov 2023 17:03:59 GMT

Thanks Keith but I did notice on some that a BT rep replied. The whole area has been out since the storm and we’ve had around 10 Open Reach vans trying to fix it.

Re: Refund

Keith_Beddoe — Tue, 14 Nov 2023 17:06:59 GMT

If Openreach declare MBORC (Matters Beyond Our Reasonable Control), then that can pause any compensation.

Re: Refund

DanielS — Tue, 14 Nov 2023 17:22:57 GMT

Hi @ken-sherwood,

I'm sorry that we haven't been able to get you connected back up yet.

Please make sure that you have reported this to us so we have a fault logged for you on our systems showing the total loss of service for your telephone service. We credit for total loss of service. You can read more about that here: Automatic Compensation

It also explains when you wouldn't be entitled to it.

Providing you reported this as a fault to us, you should get paid the Automatic Compensation within 30 days of the fault being fixed.

Thank you

DanielS

Re: Refund

ken-sherwood — Tue, 14 Nov 2023 19:27:47 GMT

Thanks Daniel - I reported it last week and again today to get the latest update

Re: Refund

JohnC2 — Tue, 14 Nov 2023 19:59:21 GMT

Hi @ken-sherwood, thanks for confirming the fault has been reported and sorry for the delay in getting it repaired. You'll get compensation within 30 days of the fault getting fixed as per the link @Keith_Beddoe posted earlier.

Cheers

John

Re: Refund

ken-sherwood — Tue, 14 Nov 2023 22:18:36 GMT

Many Thanks John