BT Compensation levels

A friend has total loss of service and is currently reliant on a patchy 4g connection - not sure if it is Business or Consumer (waiting for confirmation). It has been down since 7th July - the fault is the line is physically missing after a driver demolished pole ripping down a number of lines, so not totally BTs fault but theri responsibility.

Business pays a daily rate or one weeks rental for every day late on a repair up to 12 days - obviously well past that and after 12 days it is "by negoitiation".

Consumer pays £8.06 per day for BB & voice which seems reasonable.

So Questions - if anyone has more info or experience.

What is BT stance after 12 days on Business?

Is there a maximum for Residential/Consumer customers, or is it "until fixed"?

Consumer compensation is set by Ofcom.

There is nothing on that Ofcom page that suggests there is any limit to payments. It should all be automatic and should appear within 30 days as a credit on the bill.

The caveat at the top is that in some circumstances during Covid compensation may not be paid so worth reading that section.

Have read BTs equivalent of the C-19 info and nothing there which suggests it will not be paid or restricted. From what I hear it is down to sub-cons being "third-rate" and coming up with excuses "Have to finish by 3pm" for example.

Thanks for the link, which does actually have a clause which could be used:

Providers can put a cap on the amount of compensation they pay out. After 30 days of an automatic compensation payment occurring, they can serve a cease notice to let you know that automatic compensation payments would stop after a further 30 days.

So they could limit it to 60 days ...

Hadn't read it to that level of detail but glad the link proved useful

Could it be deemed an MBORC incident ? Matters beyond our reasonable control ?

Yes, but that should only cover the first few days and not the incompetence of sub-contractors. By the sound of it, not wanting to run pole to pole to house lines or ones where access to house eaves is hard but not impossible.

Obviously I cannot speak of your friends property, but rules have changed in the last couple of years, so unless the Tetra climbing system can be deployed, then you’re looking at a cherry picker (not always viable at a property) or scaffolding ….

What is Tetra?

As it happens, theirs and I believe neighbouring properties have large drives fully capable of giving access to the roof mount cherry picker vans and they have been used for some of teh work already - the easy ones!

https://www.laddersafetysystems.co.uk/