Getting BT credit/refund

Piggles12345

Hi there,

I hope this is in the right place. Please do let me know if its not!

My internet stopped working last Tuesday and I have had it fixed this morning. The problem was a BT fault at their exchange.

Since I was unable to use the internet for 9 days, how far do you think I will get asking them to credit my account with the cost of 9 days internet service?

How shall I go about wording the letter? Are there any 'buzz' words which will make them sit up and pay attention?

Any advice is much appreciated. Many thanks.

hayley11

I would suggest ringing them as it's quicker but then this is BT and their customer service is rubbish so I won't.

I'd just write something like this, don't know any buzz words sorry but I can't see them arguing with you about it to be honest.

Dear BT

My internet connection failed on xx due to an error at your exchange, this was fixed on xx, therefore I was without the internet for 9 days.

Please could you refund £xx as I don't feel that I should pay for a service I wasn't receiving. I expect a credit on my account/cheque in the post within the next 14 days.

Regards

Piggles

Piggles12345

hayley11 wrote: »

I would suggest ringing them as it's quicker but then this is BT and their customer service is rubbish so I won't.

I'd just write something like this, don't know any buzz words sorry but I can't see them arguing with you about it to be honest.

Dear BT

My internet connection failed on xx due to an error at your exchange, this was fixed on xx, therefore I was without the internet for 9 days.

Please could you refund £xx as I don't feel that I should pay for a service I wasn't receiving. I expect a credit on my account/cheque in the post within the next 14 days.

Regards

Piggles

Yeah BT customer service is an absolute joke! I am actually scared of calling BT! If I know I have to I literally dread doing it because I know there is only ever about a 25% chance my problem will actually be fixed!

I might try calling them tonight... deep breath!

hayley11

Piggles12345 wrote: »

Yeah BT customer service is an absolute joke! I am actually scared of calling BT! If I know I have to I literally dread doing it because I know there is only ever about a 25% chance my problem will actually be fixed!

I might try calling them tonight... deep breath!

:rotfl: I know exactly what you mean!!

Work out exactly how much it cost you for those 9 days and ask for that back, don't let them make you a crappy offer. Good luck

Crazy_Jamie

Since I was unable to use the internet for 9 days, how far do you think I will get asking them to credit my account with the cost of 9 days internet service?

You could have a slight problem here because no service such as broadband is expected to be entirely fault free all the time. It's about balance. Then again nine days is a pretty long time so you do have a decent argument. But depending on the response that you get I would question whether or not this is worth your time. If they are not receptive (and this is BT we are talking about), I would question whether pursuing this is worth your time for the sake of, what, about six pounds? Principles are one thing, but endlessly wasting time is another thing entirely.