BT redirect during fault

Adbru

Hi Folks,

cant seem to find the info i'm looking for on bt's website.
I reported a fault on my elderly parents phone line for them. BT have redirected all calls to my mums mobile "free of charge".

Her mobile is with vodaphone, will Vodacharge her for receiving a redirected call ??
Years ago when I redirected my home phone to my mobile for work i found i was getting charged twice (once by bt for the call and also by the mobile co for recieving a redirected call.

hopefully this is not the case now but wanted to make sure she wont get hit with a bill for the mobile !!

Many thanks for any help

Adbru

tehone

You won't get charged by Vodafone for receiving the calls.

Howver you won't be eligble for any compensation from BT for your service not operating (as by diverting your calls for free they've provided you with a service) - it used to be if memory serves me correctly something like 3 months free rental if it took 24 hours to fix

Adbru

Thanks for that Tehone,

I thought they were pushing it quite hard, I said no but when they called my mum direct to confirm the visit they asked again and she agreed (sneaky people...)

The fault itself has been going on for a while but when warned about the £116 callout charge (if not BT equip at fault) my parents always backed down

I have checked everything in the house and will pay the fee if I'm wrong ....

officegirl21

Hi I checked the BT website and hopefully the T&C's below should put your mind at rest re the charges on the divert. Also note that if BT fail to fix the problem in time you can still receive compensation AND the divert

1. If we are late in providing the service or repairing a service failure, you may choose either of the following.

1. Call diversion, which is described in paragraphs 6 to 10 below. This is only available if it is reasonably practical, and sometimes technical restrictions may prevent us from offering you this option. If you make calls with another calls provider and you choose call diversion under this customer service guarantee scheme, you may be charged by your pre-selected call provider for the diverted leg of calls at that provider's current rates.
2. Daily-rate rental credit or actual financial loss, which is described in paragraphs 11 and 12 below. You may choose either daily-rate rental credit or actual financial loss (or both).

1. If we disconnect the service by mistake, you may claim daily rate rental credit or actual financial loss (or both) from the date we disconnect it.
2. If we do not keep an appointment, you may claim a fixed amount of 10.

Call diversion

1. If you choose call diversion, we will divert your incoming calls, if you ask, to another fixed line or mobile phone number that you choose. Once we have provided the service or repaired the service failure, we will cancel your call diversion.
2. The number you choose must be a UK number, but there are some numbers which we will not divert your calls to (for example, 0800 and 0870 numbers). The full list is shown in paragraph 16 below.
3. If we divert your calls to a mobile number, the person calling you will not have to pay any extra costs for making that call.
4. As well as providing a call diversion, for each line diverted to a mobile number we will pay you a call allowance for each whole or part day we are late in providing the service or repairing a service failure. The amount is 1 (including VAT) a day.
5. If your losses are greater than the amount you may receive as a call allowance, you may also claim actual financial loss, as described in paragraph 12 below. However, this does not apply to any extra mobile call charges you run up within five days of us not keeping to our guarantee.

Daily rate rental credit or actual financial loss
The choice

1. Daily-rate rental credit is the amount we will credit you for each whole or part day we are late in providing the service or repairing a service failure and for each line affected. It is equal to the daily charge of your rentals for each day that applies. The daily charge is four times the rental charge for three months (including VAT) divided by 365. Payment for extra care packages is not included in this. If you claim this, you will not have to prove your loss. If you suffer extra losses, you may also claim actual financial loss as described in paragraph 12.