We all agree to T&C's, most of us don't even read them and hardly anyone would fully understand them.
"10.b When will I get a Mini Hub? You may be eligible for a Mini Hub if you have a qualifying broadband fault. This includes where we determine that you:
i. have no broadband service; or
ii. have a continuously dropping connection (5 or more drops in the previous 24 hours). "
That in itself seems straight forward, if BT determine that you have no broadband service then that is a qualifying broadband fault. Then there is:
"10.e.i. When won’t I get a Mini Hub?
You’re not entitled to a Mini Hub (or for your existing Mini Hub to be reactivated) if:
i. Your fault is caused by any planned or unplanned outages on BT's network or any third party service;"
How is a customer expected to understand what 10.b and 10.e.i. really mean? 10.b clearly says that if BT determine that you have no broadband service, then you qualify for a mini hub. 10.e.i. then seems to exclude anything that BT want to, presumably they're classing Openreach as a third party so they could exclude any fault from your master socket to the exchange and beyond.
In reality the average customer is never going to understand the T&C's, therefore a customer should have a reasonable expectation that they will receive what is clearly being advertised, which is 10.b. Can anyone explain 10.e.i. ?
The rest of 10.e is straightforward and fair, obvious exclusions, but the first part is another matter.
@Andy005 wrote:Can anyone explain 10.e.i. ?
Doesn't it simply exclude disruption to your broadband resulting from a general loss of service as opposed to an issue specific to yours?
I suppose @pottyperson it depends on how they define 'outage' , would the loss of a Cabinet come under that? I would expect not myself but there have been a number of disappointed Plus customers that can't understand why they've been excluded.
I think that they could have improved the wording, most of us would stop reading at 10.a I think - no broadband means a mini hub.
Due to my own experiences with BTs refusal to help with an outage which was entirely of their making (10 days to resolve!) I put in a complaint to the ASA regarding the TV advert that they were running where a lightening strike kills the internet and they get a mini hub to fix the issue which is something that would not happen due to their existing T's & C's.
Nearly 2 months later and this is the response from the ASA:
"They have agreed to amend their advertising in a way that we consider will resolve the complaint without referring the matter to the ASA Council, and we will consequently be closing our file. BT accept that the terms and conditions could have been clearer and the current wording is being amended so that it does not suggest the type of “unplanned outage” shown in the ad will not be covered. Once this amendment is made it will be clear that a hub would be provided in such scenarios."
Checking the T's and C's now, the 10. e. i . unplanned outage clause has now been removed.
Sometimes it's worth using the official channels...