Compensation for Delay

[izzy0709]

I was a BT customer and moved house in April 2025. At the time, I was told it would be no problem to take my router with me and that someone would be in touch to arrange installation.

However, I heard nothing for weeks. After chasing, I was sent an EE 4G Hub, which was insufficient for my needs as I work from home and require reliable WiFi. Despite continued follow-ups, I was repeatedly delayed and only finally had my WiFi properly set up last week (February 2026!!!).

When I spoke to someone on the phone, I was told there was no cap on my compensation claim, as the cap only came into effect in July 2025, well after my issue began.

I am extremely keen to be compensated for this prolonged disruption, as the unreliable WiFi over the past nine months has caused me to miss multiple income opportunities.

Could someone please advise on the next steps? Will I be put into the post-July bracket or am I within my right to ask for the full amount? 

Thank you in advance. 

[izzy0709]

I was a BT customer and moved house in April 2025. At the time, I was told it would be no problem to take my router with me and that someone would be in touch to arrange installation.

However, I heard nothing for weeks. After chasing, I was sent an EE 4G Hub, which was insufficient for my needs as I work from home and require reliable WiFi. Despite continued follow-ups, I was repeatedly delayed and only finally had my WiFi properly set up last week (February 2026!!!).

When I spoke to someone on the phone, I was told there was no cap on my compensation claim, as the cap only came into effect in July 2025, well after my issue began.

I am extremely keen to be compensated for this prolonged disruption, as the unreliable WiFi over the past nine months has caused me to miss multiple income opportunities.

Could someone please advise on the next steps? Will I be put into the post-July bracket or am I within my right to ask for the full amount? 

Thank you in advance. 

[gg30340]

You will need to contact BT 0330.1234.150 and lodge a claim with BT.

https://www.bt.com/help/account-and-billing/automatic-compensation

[iniltous]

You may well find the mobile solution you were sent stopped the compensation clock , your claim it was insufficient for your business/work needs is unlikely to carry any weight as it’s a residential service you bought , ( arguably you were breaking the terms and conditions using it for business purposes )  but that’s somewhat moot , but it means there is no consequential loss compensation , basically you can’t argue your work/business has suffered on a residential tariff.

[izzy0709]

Thanks for your comment - my issue is with the fact I was told in November my compensation would be £6.24 from April, when I was due to be set up - this was information I was told by a BT member of staff over the phone on a recorded line - and now I am being advised only 60 days of compensation would be applicable. I wondered if anyone else has been given misinformation and the best course of action to handle this as I’ve been trying to contact Openreach directly, calling BT numerous times to escalate my complaint but with no success. 

[izzy0709]

Further to my point - the hub sent didn’t even work with basic Google searching, let alone any further internet use - so I’ve spent the last 9 months paying for extra mobile data bundles to get by whilst waiting for BT / Openreach to get things up and running.

[Peter_W · Accepted solution]

Good evening @izzy0709.

I appreciate almost a year's delay to your installation is a really tough situation, and I'm keen to make sure we're doing everything we can with this.

So we can take a few more details I've just sent you over a private message.

Peter

[garybs29]

60 days is still ovet £350, why people think it's not enough I don't know, seems fair on a basic residential connection, if bb is £30 or less for example it covers a years cost or more

[Jo75]

Hi, can I just ask if you got anywhere with this? I was also told by someone on the phone that I'd be due compensation for 2 months but BT have declined it because OpenReach declined it, because their initial engineer appointments were provisional, not confirmed, which means 'no delay'. 

[gg30340]

What you have been told is correct. If you have a confirmed date in writing and then there is a delay you would be due compensation. If it is not confirmed in writing (email or by letter) then no compensation.

See link re compensation.

Automatic Compensation | BT Help