We know how important it is to stay connected. That’s why, if we’re late activating or repairing your service—or if we miss an engineer appointment—you’ll automatically receive compensation.
This applies to all BT residential customers (not business contracts). Business contract customers can claim BT Customer Service Compensation.
If we don’t activate your landline or broadband on the promised date (including when switching from another provider):
- You’ll receive £6.24 automatically.
- You’ll get an additional £6.24 per day for each full day of delay (excluding the activation day).
- You’re eligible if your service isn’t activated by 11:59pm on the date we confirmed by email or post.
You won’t receive compensation if:
- You cancelled or missed your engineer appointment.
- You declined an earlier appointment.
- However, if you missed the first appointment but the second one also fails, compensation starts from the second missed date.
Example
If activation was due on Wednesday but happens on Friday, you’ll receive £12.48 (£6.24 for Wednesday and £6.24 for Thursday).
If you report a total loss of service and we don’t fix it within two working days:
- You’ll receive £9.98 automatically.
- You’ll get an additional £9.98 per day for each full day of delay after that (excluding the day it’s fixed).
- You’re eligible if the fault isn’t resolved by midnight on the second working day after reporting it.
What counts as total loss of service?
Phone: You can’t make or receive calls, or it only works one way.
Broadband: You can’t access the internet at all.
You won’t receive compensation if:
- The fault is caused by something on your property.
- You cancelled or missed your engineer appointment.
- You haven’t experienced a total loss of service.
- However, if you missed the first appointment but the second one also fails, compensation starts from the second missed date.
Example
If you report a fault on Monday and it’s fixed on Friday, you’ll receive £19.96 (£9.98 for Wednesday and £9.98 for Thursday).
If our engineer misses your scheduled appointment or cancels with less than 24 hours’ notice:
- You’ll receive £31.19 automatically.
- You’ll get £31.19 for each additional missed appointment.
You won’t receive compensation if:
- You were given more than 24 hours’ notice of the change.
- The appointment was:
1. Not for activation.
2. To fix a fault caused by something in your home.
Have a question?
- It’s added as a credit on your next bill.
- You’ll see it in the My BT app or on BT.com once your bill is generated.
You will be compensated for total loss of service, or for delayed activation, until we fix the issue.
We’ll apply compensation automatically, but if you need to query it:
- For missed appointments, wait 30 days from the appointment date.
- For late activation or repair, wait 30 days from when the service was fixed or activated.
- If you haven’t heard from us after that, call 0330 123 4150.
- If you cancel before activation, compensation stops on the cancellation date.
- If you cancel while waiting for a repair, compensation stops on the service end date.