Uncredited compensation

[kiraione13]

I reported a fault to BT on 10th September as I had no broadband/ Internet access; it was not resolved until 20th September, leaving me without a service for 10-days. I have waited more than the stated 30-days but can see no credit made by BT to my account as expected through their automatic compensation process. Is there normally a delay in applying the credit or has it been missed by BT?

[Paul608085]

@kiraione13 

When I have received compensation in the past, the first time that I saw it was as a credit on my next bill - I never saw it anywhere on my online account.

That was a few years ago, so the procedure might have changed since then.

[iniltous]

The day you report the fault doesn’t count , and the next two days don’t count  , so if out of service ( completely ) for ten days , it may only be 7 days compensation, plus if the fault report were on a weekend ( rather than a weekday ) the weekend doesn’t count , so potentially 10 days out of service may only equate to 5 days , however if you were out of service for that long you should get some compensation, but maybe not as such as you think, if it doesn’t appear automatically, call them and enquire, 

[Michael_D]

Hi @kiraione13 

Welcome to the community.

@Paul608085 is spot on, the credit would usually appear on the next bill after it is raised.

If you wanted to check it is due to be applied, and the amount, our Account and Billing guides are available to bring up your account.

Michael

[kiraione13]

It hasn't been credited; i cant see it will be on any upcoming bills and the issue was raised in September 2024, so it has been 2 months. What would you recommend doing?

[rbz5416]

If it's not resolved in eight weeks you can escalate to the ombudsman:

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/