This topic

Breach of contract

paulkendrick1964 — Wed, 22 Nov 2023 21:54:36 GMT

How long does a service have to be down before BT are in breach of contract and you can leave without having to pay the remainder of your term?

Re: Breach of contract

gg30340 — Wed, 22 Nov 2023 22:19:50 GMT

How long is a piece of string?

It depends on many factors such as what the fault is, who is responsible for the fault but generally if the fault can not be resolved within 30 days you may be able to leave without penalty.

However keep in mind that if you do leave and move to another provider, depending on what and where the fault is you may be moving to the new provider and the fault will still be there.

EDIT: In case you are not aware you may be paid compensation.

If your landline or broadband stops working and is not repaired within two working days of reporting it, you'll receive £9.33, and then £9.33 for each day it remains unfixed.
If your new landline or broadband service is not up and running on the day promised, you'll receive £5.83 for each calendar day it's delayed, including the missed start date. There's no limit on this, so you'll keep accruing the compensation until it's sorted.

Re: Breach of contract

imjolly — Wed, 22 Nov 2023 22:17:14 GMT

Is the connection problem just you or does it affect others in your area?

Have you reported the loss of connection? When?

Have you had openreach visit?

What package for you have ADSL/FTTC/FTTP?

More information about problem will help get a better reply

Re: Breach of contract

paulkendrick1964 — Thu, 23 Nov 2023 19:28:34 GMT

The loss is reported, I have had numerous promises of a fix (most recently at 6:45 today). It has not worked since November 1st and I am not privy to why it doesn't work - I haven't been told. I have Full Fibre 100 with BT Halo 3.

Re: Breach of contract

imjolly — Thu, 23 Nov 2023 19:32:26 GMT

What lights are lit and colour on ONT.

What colour is hub light?

Re: Breach of contract

paulkendrick1964 — Thu, 23 Nov 2023 19:35:24 GMT

The hub light is orange, and the open reach is lights are all green.

Re: Breach of contract

imjolly — Thu, 23 Nov 2023 19:47:43 GMT

The LOS light is not lit not red?

Have you tried new ethernet cable from the ONT to the WAN port 4 on BT HUB

Have you checked in hub manager/advanced settings/technical log information that the FTTP switch is set to on

Re: Breach of contract

paulkendrick1964 — Thu, 23 Nov 2023 20:00:56 GMT

I've had home visits from engineers who have checked everything inside and stated that the problem is outside and nothing to do with my setup.

Re: Breach of contract

imjolly — Thu, 23 Nov 2023 20:04:27 GMT

Without more information the forum cant help. I have asked forum mods who are BT employees to see if they can help

They will post here

Re: Breach of contract

PaddyB — Thu, 23 Nov 2023 20:06:28 GMT

Hi @paulkendrick1964,

Thank you for posting. I'm sorry you've been left without a connection. I would say it's likely a network fault with the details you've posted and the engineer having checked your setup.

If you send me your details, I'll be able to run a few checks on your line and take a look at what is happening with the fault.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: Breach of contract

paulkendrick1964 — Thu, 23 Nov 2023 20:26:31 GMT

The Twitter response reps say that the Halo 3 I have comes with a guarantee and that after 30 days BT will be in breach of contract. I'm not sure what more information I could give.

Re: Breach of contract

licquorice — Thu, 23 Nov 2023 20:31:25 GMT

Never mind the twitter reps, just respond to the details the mods have requested in their PM, they will sort out the problem.

The orange light indicates that the account hasn't been activated correctly.

Re: Breach of contract

paulkendrick1964 — Thu, 23 Nov 2023 20:42:09 GMT

I've been a customer for a long time, so that account was activated fine and was working fine until November 3rd.

At this point I have very little faith that they are going to fix the problem.

Re: Breach of contract

imjolly — Thu, 23 Nov 2023 20:44:50 GMT

Just read through the forum and you will see the number of customers where problems were solved with mod help. Just reply to mod message with information requested