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xenoborg007
Newbie
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Message 1 of 7

Biggin Hill exchange expect compensation

So the Biggin Hill exchange which is currently experiencing Infinity problems was supposed to be fixed by 9pm yesterday after going down at 10 am.

Now the "expected" (read not going to happen) time to fix the issue is not today but tomorrow at 12pm. Assuming BT doesn't pull a Christmas miracle which if they had it would be fixed by now, That means 3 days of service that BT hasn't provided and I expect some sort of compensation for this.
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6 REPLIES 6
Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: Biggin Hill exchange expect compensation

from the T&C you only get compensation after the first 3 days which is openreach timescale for fixing faults



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xenoborg007
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Message 3 of 7

Re: Biggin Hill exchange expect compensation

Assuming they make their expected fix time of 12pm tomorrow, that will be over 3 days of downtime, being 74 hours after that fault started.

If BT are going to drag their feet over the issue which is obvious by the pushback to tomorrow conveniently quite close to the 72 hours (3 days) Then I expect to be compensated as should everyone else for not only any downtime after the three days but during those first three days aswell T&Cs or not.
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Sage
Sage
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Message 4 of 7

Re: Biggin Hill exchange expect compensation

If you expect a different service level agreement then be prepared to pay for it. Residential SLA IS 3 days, the only compensation you you would be entitled to after 74hrs is 2hrs worth.

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Distinguished Sage
Distinguished Sage
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Message 5 of 7

Re: Biggin Hill exchange expect compensation

that's why you have agreed T&C to avoid confusion



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Distinguished Sage
Distinguished Sage
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Message 6 of 7

Re: Biggin Hill exchange expect compensation

It is also 3 days from when you reported the fault. If you haven't reported the fault you may not be entitled to any compensation.

 

See link re compensation

 

http://bt.custhelp.com/app/answers/detail/a_id/9394/~/customer-service-guarantee

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Graham345
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Message 7 of 7

Re: Biggin Hill exchange expect compensation

Ho Ho Ho ! You've got more chance of the fat man and his reindeers popping through your cat flap 😉

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