Compensatiom

[Pemberton]

I have been without Digital Voice since 17th December. Complaints registered with BT since that date plus three missed appointments with enginees failing to turn. 

BT confirmed loss of service was due to them failing to connect at their end. I received an apology this morning now reconnected. I also was notified of compensation of £262. 

I am in my eighties my son checked BT. ompensation guide and stated the calculation is wrong. I contacted BT this afternoon. They confirmed anither £200 was due to me. My son said it is still wrong. Can someone give me advice what should I do. The initial compensation award was notified by the Complaints Executive. The extra £200 came from a customer services advisir who revisted my account which was still not correct. 

[Peter_W]

Good morning @Pemberton, welcome back to the Community, and I'm really glad to hear that your fault has been fixed now too. 

Our automatic compensation guide outlines the amount that you should be paid per day when a repair is delayed, is this what your son has been using to calculate the amount owed back?

If you believe this is still incorrect, it could be worth reaching out to your original complaint handler, or if this is now closed you can find the details on how to raise this again on our complaints code of practice.

Peter

[Pemberton]

It’s the Executive Complaints handler that has calculated the sum. I contacted another advisor yesterday who has confirmed on her calculation alone its more than £200 more and still suspect.  I feel so badly let down. I accepted the sum in good faith until my son checked it from BTs compensation. Code. I’ve written to BT yesterday asking for the matter to be reexamined. And for another complaints handler to be assigned to my case. Very poor service. 

[Peter_W]

I'm glad to hear that you've managed to get this sent off @Pemberton.

Without knowing the timeline and exact nature of your fault I can't say with 100% certainty what you'd be owed here, but if you've followed the complaint option I'm confident we'll do all we can to get this investigated.

Peter

[Pemberton]

Peter simply put I was without a landline from 17th Dec until yesterday = 67 days plus three missed appointments by BT. Landline connected yesterday with apologies from BT lady whose department could have had Digital Voice connected weeks ago. Had it been referred to them initially. I’ll not do the calculation but from BTs code it’s £9.76) per day for no service and £30.42 for missed appointments. I was awarded £262.62. And from a senior Executive in the Complaints Dept. No wonder my son told me to get back to BT. My wife and I are in our eighties and would have done nothing had it not been for my son checking BTs compensation site!