Compensation from BT?

Malibu_Girl

Hi

I am really hoping that someone can help me or give me information on whether I can claim out of pocket expenses from BT?

Our broadband and phone line went down on 22nd November and only came back on 17th December. This was a BT fault and they have admitted that this was a problem their end and that many houses were affected.

Not only have I been inconvenienced for nearly a month, but I have now received a hefty £59 plus VAT bill from T-Mobile for internet / phone useage during the time this was off, when my bill is normally fixed at just £8.99 plus VAT a month (has been this each month for nearly a year). Now, this internet useage was not for the likes of Facebook or Twitter it was for buying Christmas presents online as I do all my shopping online and as I live in the country with no wi-fi hot spots locally, didn't really have much choice. I also had to make phonecalls to elderly relatives whose calls are normally free from my BT landline to their BT landlines in the evening and at weekends. I go to work at 6.45am and don't get home until 7pm six days a week and don't have internet / wi-fi access during this time. Popping out during / after work to some wi-fi hot spot isn't really an option for me (although I was told I should have done this by the "advisors" on the BT forum). If it hadn't of been so close to Christmas then my mobile bill probably wouldn't have been half that, however, as this was not my fault, I really do not see why I should have to pay for this? :mad:

Also, I received a BT bill last week which ironically is the identical amount to every other bill I have had and I would love to know how they worked that one out considering for nearly a month of that time I didn't even have a service??

I have tried to ask for advice on the BT forum, but find the people on there really biased when you say anything negative about BT and have basically been given advice such as "it was your choice to use your mobile phone", "how do BT know that you would have made thoses same calls / internet useage if your BT service had been working" and "don't hold your breath, you will not be entitled to any out of pocket expenses from BT". :shocked:

I have asked for a claim form but have been so far told over the phone that they only reimburse daily line rental and that will be taken off my next bill (bearing in mind that I have only just had a bill)! I feel that surely I should be entitled to reimbursement for calls and internet useage on my mobile because of the BT fault and that should be in the form of a cheque, afterall, I don't think that T-Mobile are going to wait for 3 months to be paid are they? With Christmas imminent, I could really have done without this extra expense and the inconvenience of it all to be honest .

Can anyone help me with advice as to whether I do stand a chance of having my out of pocket expenses reimbursed and whether other than filling out a compensation form there is anything else I can do to help my case? Any personal experiences or advice would be greatly welcomed.

Thank you

HappyMJ

You will get your line rental back which should go some way towards covering your out of pocket expenses. You've written your post quite well so also write them a note asking for a little extra and I'm sure they'll oblige.

Malibu_Girl

Thank you for your speedy reply HappyMJ

BT have just phoned me (miracel) and I have asked for a claim form. They say they will send me a form and "consider" my claim though I do need to send them evidence, which is fine, I can send them my T-Mobile phone bill. They have also said I should be refunded for the line rental during this period.

They tell me the claim will take up to 10 days from submitting and said they will put a credit on my account, however, I have told them I want the payment paid direct into my account as I need it now, not knocked off my next bill in three months time which they have said they will consider!

I wonder if anyone else had any experiences with successfully claiming from BT?

Browntoa

Managed to get a line rental and broadband refund for the 3 weeks I had a cable fault

Was a credit on my account and took a bit of ringing to get it agreed

Malibu_Girl

Thanks Browntoa

Is good to hear that someone else managed to get compensation from BT :j

I would have accepted a credit on my account, but on reading their Customer Services Guarantee, this does state that you can claim for "actual financial losses" and also says that they may consider direct or cheque payment instead of a credit on the account, so thought I would try and push my luck for that.

brewerdave

Good luck ! BT are not known for their generosity in cases like these - I thought I did very well to get my line rental credited when my line was down for a week or so:)

Malibu_Girl

Thanks Brewerdave

I have heard this too, but so far they seem to be obliging (though I will believe it when I see it)! Perhaps they will show some Christmas spirit :-)

FennyMummy

Hello - I'm hoping for some advice about whether it's worth trying to get compensation out of BT for missed appointments.


To cut a long story short, BT engineers failed to turn up on three separate occasions to activate our home broadband service.


I'm self-employed, so I wasn't able to accept any work as I was at home waiting for the engineer to turn up.


I've complained to BT and asked for compensation for the three days I was unable to take work, which runs into several hundred pounds. They've offered me £30 (£10 for each failed appointment), plus the refund of one month's rental charges for the delay in setting up the service.


BT says that it has no responsibility to pay compensation for financial loss, as set out in the terms and conditions. Is this just a cop-out? Elsewhere on MSE it says that you can refer to the Supply of Goods and Services Act when a supplier fails to deliver the service expected.


The BT terms are clear, so can I realistically continue to pursue the claim for compensation for my lost time? Or should I accept what they have offered?


Advice gratefully received. Sorry, posted this thread previously in wrong bit, it's all new to me...

JJ_Egan

If its not a business line then take the money as you are breaking the T&C .