Is automatic compensation still paid if an order is cancelled?

[Phlox]

I have been waiting for external engineer works at our property since January. Original order was placed back in November 2024, but there were issues with the account and we had to make a new one. 

This appointment has been cancelled 2 days before the appointment date and rearranged for a month in advance, every month since January. Last month when I called I was informed of automatic compensation stating when the order is completed we would get a pay out related to the days we have had to wait.

I called BT again and they have once again said they can't do anything until Openreach actually lock in an appointment date, and due to the order being so delayed that any dates on my account won't be accurate. 

However if I just cut my loses and cancel this order (as there's obviously an issue with Openreach arranging coming out) am I still entitled to the compensation of the days we have already been waiting? 

[Phlox]

We are having the exact same situation. I honestly don't know if it's worth just cutting our losses and going with someone else. 
Changed address in Dec 2024, BT made us make a new account to benefit from a mini hub in January, was told our compensation started from February but would be paid out when the order is complete. 
Each month they cancel the appointment 2 days beforehand and rearrange for a month in advance. 
I have called BT to ask them to chase Openreach and last month they told me this month's appointment is locked in and will happen, this month they've told me to ignore any dates listed on my account because there's been such a delay it will be inaccurate, and that they would call to give me an update next week as that's how often Openreach updates them. 

[Christopher_G · Accepted solution]

Hi @Phlox 

Welcome to the community. 

I'm sorry to hear that your installation has been delayed. Hopefully, you hear from the team and the installation is completed soon for you.

If you cancel your order, the automatic compensation would stop on the day that you cancel it.

Automatic Compensation | BT Help

Fingers crossed it's all sorted for you soon.

Chris

[Christopher_G]

Hi @Phlox 

I've replied to your other thread about this.

Chris

[Phlox]

So does that mean I would get the compensation that has been accumulating or not? Or is it only paid out once the order is complete? 

[Christopher_G]

Yes, @Phlox.

You should get compensation automatically within 30 days of the fault closing or being cancelled. You will get a new final bill with any credit balance. This would then either be refunded to your bank (if we still have the details) or go out as a cheque to the account address.

Chris