This topic

Urgent Help Needed as BT Failed to Provide Service, Causing Financial Loss

ankitamane — Thu, 13 Feb 2025 12:36:05 GMT

Hi everyone,

I need urgent advice on how to escalate my issue further, as BT has completely failed to provide the service I ordered, and I am now suffering financial losses.

I placed an order on 28th January to have my broadband moved to my new property by 10th February. After chasing multiple times, BT told me they had not managed to process my order properly, and an engineer was scheduled for 21st February. After further follow-ups, they then informed me that they cannot provide service at my new address at all.

I work from home, and due to this incompetence, I have already lost two days of work and continue to lose more every day. They sent me a Mini Hub on 12th February, but the speed is barely 10 Mbps, which is not enough for me to do my job.

Despite multiple complaints, BT has offered no real resolution. Their negligence has caused me financial loss, and I am now looking to escalate this matter to higher authorities. I am prepared to take this to the Ombudsman Services and potentially pursue legal action for breach of contract and damages.

Has anyone else faced a similar issue?

what’s the best way to escalate this and hold BT accountable? Any advice on how to get this resolved quickly or who else I can contact?

Thanks in advance for any help!

Re: Urgent Help Needed as BT Failed to Provide Service, Causing Financial Loss

Ezekiel_23 — Thu, 13 Feb 2025 12:59:24 GMT

For [removed link] users facing BT issues:

Escalate to BT Customer Resolution.
Request compensation for financial loss.
Report to Ombudsman Services after 8 weeks.
Consider Small Claims Court for breach of contract.

For now, try mobile broadband or a business provider.

Re: Urgent Help Needed as BT Failed to Provide Service, Causing Financial Loss

ankitamane — Thu, 13 Feb 2025 12:53:35 GMT

thank you

Re: Urgent Help Needed as BT Failed to Provide Service, Causing Financial Loss

licquorice — Thu, 13 Feb 2025 12:56:39 GMT

You will not get any compensation from BT for any financial loss on a residential service.

Re: Urgent Help Needed as BT Failed to Provide Service, Causing Financial Loss

imjolly — Thu, 13 Feb 2025 13:11:35 GMT

if you are so reliant on your broadband connection for financial income then you should be paying for a business line with a better SLA. that way you would get compensation for financial loss but residential lines should not be used for business purposes

Re: Urgent Help Needed as BT Failed to Provide Service, Causing Financial Loss

iniltous — Thu, 13 Feb 2025 13:36:43 GMT

As stated , you have no claim for consequential loss on a residential tariff, you may be due compensation for a missed appointment, but that isn’t clear cut , if your order was cancelled because OR can’t deliver services to your address and OR have cancelled your order , you won’t ever have a BT account that can be credited with the failed appointment compensation…obviously you can escalate to whoever you see fit , you may get a goodwill gesture but as stated if your broadband is business critical then it’s risky using a residential tariff

Re: Urgent Help Needed as BT Failed to Provide Service, Causing Financial Loss

chrisjp — Thu, 13 Feb 2025 15:14:38 GMT

This is becoming an increasing issue with so many people now working from home, either all the time or for most part of the working week. Most of these people will still be on a residential contracts because they probably set these up before starting to work from home.
So should it now be a recommendation that all people working from home should be on a business broadband contract?
If there was such a mass move to business contracts, would Openreach be able to cope with the consequent significantly increased demand for quick resolution of issues?

Re: Urgent Help Needed as BT Failed to Provide Service, Causing Financial Loss

licquorice — Thu, 13 Feb 2025 15:26:37 GMT

If people want a better SLA, then yes, they need a business contract, regardless of the reason.

You can't expect a Rolls Royce for Ford prices.

Re: Urgent Help Needed as BT Failed to Provide Service, Causing Financial Loss

iniltous — Thu, 13 Feb 2025 15:45:50 GMT

How many people working from home are given any help towards costs by their employer, not many I’d wager , and unless self employed, if your broadband goes off , it’s your employers problem if you can’t work, not yours …. they obviously can say come into the office if they don’t like the idea of you getting paid but unable to work until your personal broadband is fixed .

Re: Urgent Help Needed as BT Failed to Provide Service, Causing Financial Loss

Anonymous — Thu, 13 Feb 2025 18:04:42 GMT

@chrisjpwrote:

"If there was such a mass move to business contracts, would Openreach be able to cope with the consequent significantly increased demand for quick resolution of issues? "

I suppose the question is, do Openreach charge the ISPs more for a line that is registered as Business, to cover their costs of providing a better SLA?

If they do, then in theory, they should then be able to resource, (staffing levels etc), accordingly.