Are BT fobbing me off?

[CandyRuby]

BT left me without broadband for a month due to a wrongly diagnosed fault, they promised me compensation but said it would be applied after 30 days of the fault closing. After 30 days no compensation, call them and they tell me I’d have to wait till after my bill on the 5th of October, waited again no compensation. Call today to be told the fault wasn’t closed at the time so now it’s another 30 days wait. Are they just fobbing me off as it feels that way at the moment?

It sounds like it’s more of a “computer says no” scenario rather than you being fobbed off as such. Someone probably didn’t close the fault in time and their system likely won’t allow them to pay compensation until the month after or something equally daft.

But they were aware at the end of September that it was closed which is why they told me it would be applied on the 5th of October

But you say in your OP that the fault wasn’t closed at the time? So it sounds like even though it was fixed, it was still listed as open on their systems.

I know in the past they’ve fixed our broadband but the fault remains open in case the fix doesn’t work.

I would just wait until November and if you still haven’t received anything then complain.

That’s what they told me today, I didn’t know that it wasn’t closed, I have emails and texts saying it was closed so who knows 🤷🏼‍♀️

It was closed on the 19th of August so makes no sense it would have been left open to see if it happens again over a month later… might as well leave it open forever in that case

Honestly it just sounds like miscommunication rather than anything intentional. BT have always paid us any compensation owed but it does take a while.