Get a Refund from BT for a Faulty Service
If your BT service, whether broadband, phone, or TV, is not working as it should, you are not getting what you paid for. You have clear rights to expect a reliable service and to seek a refund or compensation when it fails. Don't pay for something you're not receiving.
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Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. If BT fails to provide a working service, they are in breach of this requirement. You are entitled to a repeat performance to fix the issue or, if that is not possible or not done within a reasonable time, a price reduction or refund for the period the service was unavailable or substandard. Ofcom, the UK's communications regulator, also sets out rules for how providers must handle complaints and, in some cases, provides for automatic compensation for certain service issues like delayed repairs. If BT does not resolve your complaint, you can escalate it to Ombudsman Services: Communications.
Step by step
- 1Contact BT support immediately to report the fault, noting the date, time, and reference number for your call or online report.
- 2Keep a detailed log of all communication with BT, including dates, times, names of representatives, and summaries of conversations and promises made.
- 3Clearly state that your service is not working as per your contract and demand a refund or pro-rata compensation for the entire period of the outage, citing your rights under the Consumer Rights Act 2015.
- 4If BT does not resolve the issue or offer satisfactory compensation, escalate your complaint through BT's formal complaints procedure, and if still unresolved after 8 weeks, refer your case to Ombudsman Services: Communications.
What they'll say, and your comeback
“It's an area-wide outage, we're working on it.”
Comeback, While this may be true, it doesn't negate your right to a working service. You are entitled to a refund or compensation for the period your service is down, regardless of the cause.
“You need to troubleshoot more on your end.”
Comeback, I have already performed reasonable troubleshooting steps as instructed. If the issue persists, it indicates a fault on your network or equipment, and it's your responsibility to resolve it.
“We don't offer refunds for service outages, only credit.”
Comeback, Under the Consumer Rights Act 2015, if a service is not provided with reasonable care and skill, you are entitled to a price reduction or refund for the period it was not working, not just a credit.
FAQ
How much compensation can I expect?
You should expect a pro-rata refund for the period your service was completely unavailable. Additionally, under Ofcom's automatic compensation scheme, you may be entitled to further compensation for delayed repairs, though this varies by specific circumstances and is often paid as a credit.
What if BT says the fault is with my equipment?
If BT claims the fault is with your equipment, ask for clear evidence or a technician visit to confirm this. If you are confident your equipment is not the cause, insist they investigate their network or provide a replacement router if they suspect theirs is faulty. You shouldn't be charged for their equipment failing.
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A self-serve tool, not a law firm. General information, not legal advice.