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BT fault compensation
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# 1
mountainofdebt
Old 22-09-2005, 6:33 PM
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Default BT fault compensation

can anyone provide a link please to the rates that BT pay if there's a fault with their line for more than a certain length of time?

We had a fault back in July and I'm sure that I read on their website that they would provide compensation. The bill came today and while I was fuming about the 17p call charges (don't know how that happened as we're with onetel!) I suddenly realised that they had charged us the normal quarters line rental charge! mad

BT are going to phone me tomorrow but I would like to be armed and ready with the facts.
2014 Target :

To overpay CC by 1,000.

Overpayment to date : 180
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# 2
Edinburghlass
Old 22-09-2005, 6:41 PM
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Default

The last fault I had which must be about two years ago now, the girl I was dealing with put me straight through to someone who offered to cancel the current bill of around 30 for having a bad line for a few days.

It seemed a good enough offer to me so I accepted
Martin has asked me to tell you that I'm the Board Guide of the Telephones, Reclaim Bank Charges, Silver Savers and Scotland boards which means I'm a volunteer to help the boards run smoothly and I can move and merge threads there. Pease remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com. Board guides don't deal with this. Any views are mine and not the official line of MoneySavingExpert.
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# 3
Dagobert
Old 22-09-2005, 7:03 PM
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Quoting from a letter from BT Customer Resolution Team:

Under the standard maintenance contract, we are committed to repairing reported faults by the end of the next working day. Normal working hours are 8:00 to 17:00 Monday to Friday excluding Bank Holidays, and repairs are not normally undertaken at weekends. Where we fail to meet this commitment, we will pay compensation under the terms of our Customer Service Guarantee Scheme (CSGS).

Where we have been able to supply a divert, we continue to provide monetary compensation known as Fixed Rate Compensation. Under FRC, customers can claim Line/Package Rental Rebate at the scales below:

1-3 days' delay: 1 month's Line/Package Rental Rebate
4-6 days' delay: 2 months' Line/Package Rental Rebate
7-9 days' delay: 3 months' Line/Package Rental Rebate
>10 days' delay: 4 months' Line/Package Rental Rebate

(plus any additional service payment where appropriate)



Never more than 4 Line Rentals! For instance, a six week fault would only be compensated with 4 rentals.

You can claim compensation for loss of income, but only if you can prove it.


Your are talking to a BT fault specialist:
2004: 130 days out of service, 2005: 59 days out of service
Saor Alba,
Dagobert

Last edited by Dagobert; 01-12-2005 at 9:26 PM. Reason: added a few more days for 2005
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# 4
mhendo
Old 22-09-2005, 7:11 PM
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When I have reported my line fault (twice) using 0800800151, after the line test foudn a fault, I'm sure it says something like if the fault isn't resolved within 1 working day, then my rental will be reduced by the number of days lost service. In addition, the automated service allows your BT line to be diverted to an alternative number (even a mobile) for with no charge until the line has been fixed.

Don't think its in the T&C's though - although can't find them on their site at the moment.
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# 5
mountainofdebt
Old 22-09-2005, 7:18 PM
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Thanks guys!

I have finally managed to track it down on the BT site and it looks like I'm in line for 3 months line free!
2014 Target :

To overpay CC by 1,000.

Overpayment to date : 180
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# 6
Dagobert
Old 22-09-2005, 7:27 PM
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Quote:
Originally Posted by mhendo
When I have reported my line fault (twice) using 0800800151, after the line test foudn a fault, I'm sure it says something like if the fault isn't resolved within 1 working day, then my rental will be reduced by the number of days lost service.
Wrong - see my previous post:
Compensation under the terms of BT's Customer Service Guarantee Scheme
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# 7
mhendo
Old 22-09-2005, 7:35 PM
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There was no mention of that Guarantee on 0800800151 - I was simply saying that is what was said on that line by the automated service at the time I reported my line faults (one early this year, one last year).

I guess they don't like to advertise the fact too much!
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# 8
mountainofdebt
Old 23-09-2005, 7:24 PM
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Default Quick Update

Rang BT today and they confirmed that I would only be getting 2 months line rental refunded even though the fault was there for 8 days....apparently I reported it on a friday and they had until the end of play on the next working day (ie the monday) to fix it. Oh well better than nothing I suppose!

I also did my miser impression and complained about the 17p call charge ....which they refunded (!!) - apparently it was charged when the engineer was testing the line. What was interesting was that this 17p call was the result of a 3 second phone call!
2014 Target :

To overpay CC by 1,000.

Overpayment to date : 180
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# 9
Dagobert
Old 23-09-2005, 8:00 PM
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Quote:
Originally Posted by mountainofdebt
I reported it on a friday and they had until the end of play on the next working day (ie the monday) to fix it.
Correct. The clock starts ticking when you report the fault. For definition of working day, see my post from yesterday.

Quote:
Originally Posted by mountainofdebt
I also did my miser impression and complained about the 17p call charge ....which they refunded (!!) - apparently it was charged when the engineer was testing the line. What was interesting was that this 17p call was the result of a 3 second phone call!
This was most likely a call to the talking clock, which costs 17p. Apparently, it's common practice for BT engineers to test the line with a call to the talking clock rather than using the test facilities BT provides.

You can find a full-blown discussion of this topic on uk.telecom.
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# 10
sallysaver
Old 24-09-2005, 5:25 PM
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Dagobert,
I have sent you a PM which I would value your opinion on. Thank you - Sally saver
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# 11
amboy
Old 27-09-2005, 10:08 PM
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I had a fault which lasted for 9 days(cable had to be replaced underground) I took up BT s offer of diverting calls to my mobile. However they have specifically said on numerous occasions that the only compensation I will receive is

9 days at 1 for cost of alternative calls
and the 9 days line rental refunded

Am I missing something, as according to the above post i should be getting 3 months refunded ???
My Shop Is Your Shop
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# 12
Dagobert
Old 28-09-2005, 7:35 AM
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Quote:
Originally Posted by amboy
I had a fault which lasted for 9 days ... I took up BT s offer of diverting calls to my mobile. However they have specifically said that the only compensation I will receive is

9 days at 1 for cost of alternative calls
and the 9 days line rental refunded
You are not necessarily talking to the most knowledgable people on 151. Compensation is given as per the Customer Service Guarantee Scheme. You don't get line rental refund, you get compensation. Bear in mind though, the compensation depends on the number of days the repair was delayed by, not the number of days you were off-line.


I don't know about mobile redirection as I don't have a mobile.
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Dagobert
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