BT Compensation Claim

[plees]

Hi,

Can someone please advise on the following? BT Told us they were removing our Telephone Line and we needed to upgrade to FTTP.  We booked an appointment through BT for Open Reach to come and install, they missed 3 appointments without cancelling or informing us. We  were told by BT that we were entitled to compensation for each missed appointment and each day late. We have received Payment for each day late and 1 missed appointment, We've called BT numerous times about the remaining compensation for the 2 days, but now BT are telling us that its not down to them to compensate us and that we need to take it up with Open Reach directly.

Looking at Open Reach's website it seems like they aren't willing to talk to us directly and that we need to go through BT.

We are going in circles and can't get a satisfactory response, Does anyone have advice on what I should do next?

[licquorice]

I have no idea what compensation is due or not, but one thing is certain, it won't come directly from Openreach. You don't have a contract with Openreach, they are not customer facing.BT 'guides' seem to be clueless regarding this.

[gg30340]

See link

Automatic Compensation | BT Help

You may find that you are not entitled to compensation as it may fall under the following reason:-  "the appointment wasn’t for activation or fixing a full service outage"

[plees]

@licquorice Thanks for confirming,  That's is what we thought.

[plees]

@gg30340  Thanks for the link, it looks like we should be eligible.

[gg30340]

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@pleeswrote:

@gg30340  Thanks for the link, it looks like we should be eligible.

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Please keep this post updated with how you get on.

[plees]

Unfortunately we are still going round in circles, its very frustrating as we keep being told different things but still not getting anywhere, we've tried raising a complaint, but it gets opened and then closed instantly , seems like it it just a box ticking exercise!

[Peter_W]

I'm disappointed to hear that you've not made any further progress with this one, @plees.

With complaints, if next steps have been confirmed and a path to resolution outlined, we will often close this at the end of the call. 

If you remain unhappy you can request this is reopened at any time within 28 days of closure.

Just to be sure as well, have the complaints you've been logging here opened over the phone, or via our dedicated complaints team?

If you remain unhappy, we would always recommend following the process outlined within our complaints code of practice.

Peter

[plees]

Thanks for the response Peter, the complaints have made on the phone and I looked at the complaints procedure posted and the phone number on there is the one I have called to try and get the issue resolved, but there isn't an option to speak to the complaints team though.

[Peter_W · Accepted solution]

@plees I would recommend raising this via email to the address listed in the code of practice, and that would go direct to our complaints team. 

They'll ensure this process is followed, and fingers crossed make sure we get this resolved.

Peter