Delay in paying compensation

[mattyd1111]

I hope someone will help. I am banging my head against a wall trying to get the automatic compensation paid onto my account. I ordered full fibre broadband in October 2022 this was supposed to be activated on 9th November after lots of delays and additional works it finally got turned on 1st March 2023. After lots of chasing and calls I was told after my cooling off period I would get automatic compensation. I waited and on the 15th Match I was told it would be applied in 30 days. On the14th April I had heard nothing so I called up and another complaint was raised and I was told I would be getting something like £625 in a few days but I manager needed to approve it. I am still waiting. My compensation was irked out at £5.25per day and I believe it should have been £5.83 so it is still not right. Why is it taking you so long to sort this out? Haven’t I waited long enough?

[Keith_Beddoe]

@mattyd1111 

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Try calling 0330 1234 150

Normally automatic compensation is paid out as a credit against future bills.

[-Richie-]

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@mattyd1111wrote:

My compensation was irked out at £5.25per day and I believe it should have been £5.83 so it is still not right.

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It's £5.83 now after 1st April 2023, before then which applies to you was £5.25 per day.

[mattyd1111]

Thanks Keith

i understand that I was just wondering if any other customers had suffered this level of customer service 

[mattyd1111]

Thanks Richie

[Trev012]

Hi mattyd1111,

Yes, I am suffering something similar.

I ordered Fibre2 with a new digital phone line on 13th January and was told by BT [ I have the email to show] that it would be installed on 26th January. This actually never got installed until 13th February as Openreach kept pushing the date back.

I called BT [Dundee] to enquire several times when it would be installed and was advised by an advisor not to worry as I would receive £5.25 for every day it was delayed.

Well, I have tried to get my compensation from BT but they are now backtracking and saying I am not entitled to any compensation as, according to them there was no delay. Again, I have an email confirming a start date and this is certainly not the date my service went live. I have raised a complaint with them  but guess what .......... BT just closed this without any communication with myself !!!

So, I re opened this same complaint with them on 12th April [Yes, 5 days ago]  and await their response. If nothing by the end of the week, I'll phone them again.

Regards,

Trev012

[DanielS]

Hi @Trev012,

I am so sorry that you're waiting on someone getting back to you to help with your compensation request.

You can find out what your entitled to here: Automatic Compensation

If you don't hear back soon, please, feel free to create your own thread and let me know.

Thanks
DanielS