BT - No Service and the Service Level Agreement

jkkne

In a right annoyance with BT at the moment.

My phone and broadband went down on Friday morning (11am) due to an external exchange fault.

They gave me a fixed date of 3 working days which took them to 11am today. I currently remotely work from home and the lack of phone and internet is seriously annoying.

When I first reported the fault I queried any rebate due for the loss of service and was told 'yes' and then received messages yesterday saying my service was back (it isn't!) and I called them to query; the agent advised me I would not be receiving a rebate and as a gesture they have offered a free call divert to my mobile (which other providers charge for apparantely) I spole to a manager at BT who kept insisting I'd only been without internet for 3 days as 'weekends are not included'! BT have invented a 5 day week! The manager then advised I could use the BT Smart Talk App to make calls using wi-fi and still use the call plan. Which is great, if I actually had a service.

When it comes to it I've been without the service I pay decent money for (including call packages, line rental and broadband cost) 5 days (I count weekends unlike BT)

I'm not expecting a massive gesture just a acknowledgment that I have not got the service I am paying for and a rebate whether it be 50p or £3, its just annoying. Other neighbours with Talk Talk and EE with the same fault are receiving a rebate, it seems very unfair

Retrogamer

Break it down for them like this

Ask them how many days are in a month.
Then ask them how much you pay per month
Work out how much your service is daily then ask them to refund you for loss of service for x amount of days (do it when service is restored)
If they won't ask them how they have came to that conclusion

If still no joy visit ISPA site and lodge a complaint there and things should start moving.

neilmcl

I wasn't aware an SLA applied to BT's consumer product.

visidigi

You're entitled to a proportional refund of the monthly cost you pay to tBT for the broadband element.

There is no SLA for a residential product.

jkkne

Thanks to all that replied. BT are insisting I'm not due anything still because it has now been fixed within 3 working days

agrinnall

That's how it's always been with me (and Openreach have become regular visitors to my house over the years). When it's taken longer than 3 business days to repair I have had days without service refunded. If you want a better service than you get as a residential customer you would need to take out a business contract.

the_lunatic_is_in_my_head

Phone the Head Office switchboard on 020 7356 5000 and inform the switchboard operator that you are not happy with the responses received from customer services and wish to escalate a complaint beyond normal CS.

Should be easy to get a months free out of BT who are great until something goes wrong and then they seem awful but the higher staff levels seem to know their job.

For a communications company they do seem to find it difficult to communicate especially with their labyrinth of phone numbers and "press 1" options which royally pee you off even before speaking with someone who then can't/won't help!

Ectophile

jkkne wrote: »

Thanks to all that replied. BT are insisting I'm not due anything still because it has now been fixed within 3 working days

Sorry, but it is 3 weekdays, unless you have signed up for a higher level of service. Just because you wanted it fixed quicker, doesn't mean that it should be.

https://www.productsandservices.bt.com/consumerOrders/control/termsandconditions?docId=28237&pageTitle=Terms%20and%20Conditions (phone)

https://www.productsandservices.bt.com/consumerOrders/control/termsandconditions?docId=28234&pageTitle=Terms%20and%20Conditions (broadband)

jkkne

Ectophile wrote: »

Sorry, but it is 3 weekdays, unless you have signed up for a higher level of service. Just because you wanted it fixed quicker, doesn't mean that it should be.

https://www.productsandservices.bt.com/consumerOrders/control/termsandconditions?docId=28237&pageTitle=Terms%20and%20Conditions (phone)

https://www.productsandservices.bt.com/consumerOrders/control/termsandconditions?docId=28234&pageTitle=Terms%20and%20Conditions (broadband)

Well I certainly didn't expect it fixed quicker. Faults happen and I appreciate that, however I think its a cop out for BT not to offer a rebate when their own network fails. I was warned about BT's awful customer service and I see why.

The Openreach engineer was great when he did and I have sent an email praising him in that respect.