The BT Customer Service Compensation Scheme


Welcome to the BT Customer Service Compensation Scheme for Broadband, Fibre and Communication Systems Maintenance. This scheme covers BT Business Total Broadband Advance/ Advance Support/ Office/ Office Unlimited, BT Infinity for business Advance / Advance Support, BT Business Total Broadband Fibre / Fibre Plus / Fibre Elite / Advance Support (Fibre) and Communication Systems – MITEL 3300 and Avaya IP Office 7.


Please use the online form to submit your claim for compensation under the scheme. You can submit a claim 24 hours after the fault has been closed. Claims may be submitted up to 90 days after the fault has been closed.


So that we can progress your claim as quickly as possible, please make sure you have the correct Fault Reference and Account Number. If these are incorrect, there may be a delay in the processing of your
claim – if there is a problem, we’ll send you an email.


You will find your Account Number on your bill. A fault Reference number can be obtained from:
0800 800 154 – for telephone systems (PBX) on BT lines
0800 679 079 – for telephone systems (PBX) on BT ISDN30
0800 800 154 – for BT Business Total Broadband Advance/ Advance Support customers
0800 169 3809 – for BT Infinity for business Advance / Advance Support, BTB Total Broadband Fibre /
Fibre Plus / Fibre Elite, BT Business Total Broadband Fibre / Fibre Plus / Fibre Elite / Advance Support
(Fibre)
0330 123 0804 – for BT Business Total Broadband Office/ Office Unlimited Customers (Calls are charged at the same rate as calls to 01 and 02 numbers. Mobile costs may vary)


For full details of our Customer Service Compensation Scheme, please visit www.BT.com/terms


All information marked with an asterisk (*) is mandatory.