Sponsored

Compensation payment options via BT - what can I get?

filmguyuk

Casual Member
Hi all.

I've been waiting since Oct 20th, my committed go-live date, for BT to install my new line. There were some other BT/Openreach mitigating factors, so I'm due to receive the cost of my interim EE 4G tarrif at £35 x 4 months plus then £5 a day for each day I'm off - which I think is an Ofgem code of practice.

This works out to just sub £1,000 and I wondered, do this have to be a credit to the account or can it be paid out to me as a customer?

Conscious, I'd on the BT landline and broadband tariff I'd originally selected, £24.99 per month for 24 months, that's 40 months worth of credit.
 

Mark.J

Administrator
Staff member
ISPreview Team
I think you mean Ofcom, not Ofgem :).

In terms of compensation, Ofcom's automated rule applies (i.e. £5 per calendar day for each day beyond the committed start date).


I can't speak to the costs of the EE 4G tariff, since that's a different operator and so may not be covered (did BT offer you a temporary 4G solution of their own at no extra cost?). In any case, compensation usually comes as either a bill credit or cash (credit seems most likely for an existing user).
 

Meatball

Pro Member
I can only assume this was a mistake giving a go-live date on a new property that may need engineering without a survey by OR first.

Your circumstances appear very unusual and if it was compounded by further delayed OR works (including Covid) I would have thought BT would have simply given you the router, BT Digital Voice and 4G Assure/Mini Hub (free).

It was my understanding that the Compensation Code of Practice normally applied to properties currently covered by a network provider. They may pay out their default compensation but it will depend on the conversations you had, any formal communication and what was agreed.
 

uno

ISP Rep
You may need to check this as there are and have been exceptions due to C19:


Ofcom allowed exceptions to the ACS so you may find that BT don't agree to the per day delay fee if the work is beyond their reasonable control. The credit for the temporary service is more likely.

Matt
 

Bubblesthefish6

ULTIMATE Member
I would think they would cover the 4G plan from EE, they credited me with £100 when my internet was down for 3 months for my village due to an exchange problem and I had to get a HomeFi (How I found this forum :))
 

JitteryPinger

ULTIMATE Member
I would say they will goodwill the costs for getting service up to them activating but unlikely that your going to get paid out a £1000 on a service worth about £200 at wholesale level.
 
Last edited:

filmguyuk

Casual Member
I think you mean Ofcom, not Ofgem :).

In terms of compensation, Ofcom's automated rule applies (i.e. £5 per calendar day for each day beyond the committed start date).


I can't speak to the costs of the EE 4G tariff, since that's a different operator and so may not be covered (did BT offer you a temporary 4G solution of their own at no extra cost?). In any case, compensation usually comes as either a bill credit or cash (credit seems most likely for an existing user).
The EE bill cover was negotiated with BT when my complaint went up a level. I did get my regulatory body confused - whoops.
 

filmguyuk

Casual Member
I would say they will goodwill the costs for getting service up to them activating but unlikely that your going to get paid out a £1000 on a service worth about £200 at wholesale level.
They've already confirmed the region of the credit/goodwill gesture and it's as per the amount referenced.
 

filmguyuk

Casual Member
I can only assume this was a mistake giving a go-live date on a new property that may need engineering without a survey by OR first.

Your circumstances appear very unusual and if it was compounded by further delayed OR works (including Covid) I would have thought BT would have simply given you the router, BT Digital Voice and 4G Assure/Mini Hub (free).

It was my understanding that the Compensation Code of Practice normally applied to properties currently covered by a network provider. They may pay out their default compensation but it will depend on the conversations you had, any formal communication and what was agreed.
I think there are some mitigating issues in my case. My house is a one-off new built, but the property is surrounded by other properties all with BT connections. It sounds like the person who did the initial site survey made some sort of mistake and then over-committed.
 
Top
Promotion
Cheapest Superfast ISPs
  • NOW £22.00 (*32.00)
    Speed 36Mbps, Unlimited
    Gift: None
  • TalkTalk £22.00 (*29.95)
    Speed 38Mbps, Unlimited
    Gift: None
  • Vodafone £22.00 (*25.00)
    Speed 35Mbps, Unlimited
    Gift: None
  • Hyperoptic £22.00
    Speed 50Mbps, Unlimited
    Gift: Promo Code: HYPERSPRING
  • Plusnet £22.99 (*36.52)
    Speed 36Mbps, Unlimited
    Gift: £50 Reward Card
Large Availability | View All
Cheapest Ultrafast ISPs
  • Gigaclear £24.00 (*44.00)
    Speed: 100Mbps, Unlimited
    Gift: Offer Code: SPRUCE20
  • Vodafone £26.00 (*29.00)
    Speed: 100Mbps, Unlimited
    Gift: None
  • Virgin Media £28.00 (*44.00)
    Speed: 108Mbps, Unlimited
    Gift: None
  • Hyperoptic £29.00 (*35.00)
    Speed: 150Mbps, Unlimited
    Gift: Promo Code: HYPERSPRING
  • TalkTalk £29.95 (*39.95)
    Speed: 145Mbps, Unlimited
    Gift: None
Large Availability | View All
Helpful ISP Guides and Tips
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
Promotion
The Top 20 Category Tags
  1. FTTP (3206)
  2. BT (2920)
  3. FTTC (1849)
  4. Building Digital UK (1847)
  5. Politics (1826)
  6. Openreach (1745)
  7. Business (1588)
  8. Mobile Broadband (1371)
  9. FTTH (1355)
  10. Statistics (1346)
  11. 4G (1181)
  12. Fibre Optic (1127)
  13. Wireless Internet (1106)
  14. Virgin Media (1101)
  15. Ofcom Regulation (1095)
  16. EE (785)
  17. Vodafone (777)
  18. TalkTalk (735)
  19. Sky Broadband (714)
  20. 5G (664)
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms  ,  Privacy and Cookie Policy  ,  Links  ,  Website Rules