BT Internet - 2 weeks for an appointment

Jonchenko

My internet hasn't worked since Saturday 3rd October. Called BT on 4th October and they could not diagnose the fault and said they needed to send an engineer. Their earliest appointment is Thursday 15th October!
I work from home and this is going to cause me some real pain. I want to know what compensation BT would be legally obliged to give me, and under what circumstances I could cancel my contract?
Thanks

Browntoa

Unless it's a business line , not residential , then you are only entitled to the standard by compensation after 3 working days .
 
At the start of the covid19 outbreak openreach declared a mborc , which limits further their responsibilities , including compensation and repair times

https://www.openreach.co.uk/orpg/home/mborc.do

Reduced manpower at call centre's and in the field , Indian call centre's closed due to their lockdown.

Get a mobile dongle if it's that important or see if you can log on to a neighbouring by WiFi signal if you have one , it's your BT email account and password 

matelodave

One could argue that you dont actually have a contract with Openreach so their MBROC doesn't apply to you but with BT so it's down to BT's contractual obligations to you that apply. It's up to them to sort it out and pay any compensation that's due, however I guess they've got get out of jail clauses in their contracts.You need to check the T&C's that specifically relate to your service to see what actually applies in your case - some deals are better than other in guaranteeing service or compensation.

As suggested, get a wifi/mifi dongle to use with the mobile network or even ask BT to contribute towards it. They did for me when they cod's-up my transfer to them a couple of years ago and left me without phone or internet for a couple of weeks. It also came in useful when the water company dug up the optical cables two weeks later and we lost another two weeks of broadband whilst they repaired it.

Cancelling your contract isn't likely to get you on-line any faster if the problem is external to your premises as virtually all suppliers (except Virgin) use OpenReach infrastructure at some point in their networks so the problem will be common to all of them.