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Uncredited compensation

kiraione13 — Thu, 14 Nov 2024 21:08:34 GMT

I reported a fault to BT on 10th September as I had no broadband/ Internet access; it was not resolved until 20th September, leaving me without a service for 10-days. I have waited more than the stated 30-days but can see no credit made by BT to my account as expected through their automatic compensation process. Is there normally a delay in applying the credit or has it been missed by BT?

Re: Uncredited compensation

Anonymous — Fri, 15 Nov 2024 08:11:02 GMT

@kiraione13

When I have received compensation in the past, the first time that I saw it was as a credit on my next bill - I never saw it anywhere on my online account.

That was a few years ago, so the procedure might have changed since then.

Re: Uncredited compensation

iniltous — Fri, 15 Nov 2024 08:45:06 GMT

The day you report the fault doesn’t count , and the next two days don’t count , so if out of service ( completely ) for ten days , it may only be 7 days compensation, plus if the fault report were on a weekend ( rather than a weekday ) the weekend doesn’t count , so potentially 10 days out of service may only equate to 5 days , however if you were out of service for that long you should get some compensation, but maybe not as such as you think, if it doesn’t appear automatically, call them and enquire,

Re: Uncredited compensation

Michael_D — Fri, 15 Nov 2024 09:06:42 GMT

Hi @kiraione13

Welcome to the community.

@Anonymous is spot on, the credit would usually appear on the next bill after it is raised.

If you wanted to check it is due to be applied, and the amount, our Account and Billing guides are available to bring up your account.

Michael

Re: Uncredited compensation

kiraione13 — Fri, 15 Nov 2024 10:14:00 GMT

It hasn't been credited; i cant see it will be on any upcoming bills and the issue was raised in September 2024, so it has been 2 months. What would you recommend doing?

Re: Uncredited compensation

Anonymous — Fri, 15 Nov 2024 11:30:39 GMT

If it's not resolved in eight weeks you can escalate to the ombudsman:

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/