Compensation

[JuMP]

BT swapped us into digital voice and for two months after that the landline was not receiving calls.  Compensation has been refused on the basis that the Broadband was working and that was what we were paying for  - the landline being 'free'.   Is this some clever marketing by BT to avoid paying compensation?

For a few days during this time we could have made and received calls because we had been allocated a new telephone number (without being notified by BT - so how could anyone ring us when even we didn't know the number?)  but got our original number back after 'porting issues 'resolved at the second attempt.

[Manatarms84]

The digital voice service is bundled in with the broadband and it sounds like this was perhaps a set up issue instead of a fault.  However when you noticed the issue did you contact BT? What was done to resolve it? If there was an actual fault somewhere which caused the issue which you reported and they couldn't fix for a time then I would say you are due something.  Just depends on what happened. 

[gg30340]

BT Digital Voice is not free.

You can order a BT Broadband only package or a BT Broadband with Phone/Digital Voice. The difference in cost is £5 per month. You also need to have a call package on top of that unless you opt for Pay as You Go calls.

Call BT Billing 0330.1234.150 explain what has happened and if you do not get any compensation lodge a complaint.

[iniltous]

It’s a grey area as far as compensation, if the ‘main’ service , broadband was OK , then it was a facility (telephone) that was faulty , and even then only the incoming side of that service, and potentially they offered diversion of incoming calls to a mobile  (that’s usually the case with incoming call failure but may not be easy with migration to DV , so probably not offered ) ,

It us very unlikely that the standard Ofcom level of compensation ( as that assumes complete failure) or anywhere near that will be offered, you may get the offer of a goodwill credit for the period , if you persevere, but expecting £6 a day or whatever the Ofcom rate is , in my opinion is fanciful.