BT outage compensation

gmc600

Hi, looking for some advice. BT Full Fibre connection was completely off for 3 days last week and this morning it's off again. They did agree to give us compensation for last week as it continued past midnight on the second day but are now saying we won't get compensation for the current outage as it's an MSO (Major Service Outage). Surely if I'm paying them but have no service they at least need to give me my money back for the period that I had no internet?

Neil_Jones

https://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-Compensation.pdf - "Automatic compensation is not payable in respect of any planned network service

outage which is notified to the customer in advance."

Have you been notified of such works?

Anyway compensation only applies if its out for two days, so if this MSO is fixed before that point, no compo to be paid.

gmc600

Thanks, no I was not notified. Also wondering what kind of MSO can cause a total loss of service for me but my neighbours who are also with BT say their internet is fine.

BeerSavesMoney

Are your neighbours also FTTP or are they using FTTC?

gmc600

Good point, perhaps they are FTTC.