BT Automatic Compensation for Broadband Faults
What BT says it pays for delayed repairs, missed engineer appointments and delayed activation, how you are paid and what to do if it does not arrive.
BT credits compensation to your account automatically when it misses an activation date, fails to fix a total loss of service in time, or misses an engineer appointment. Consumer Protection UK is independent and is not connected to BT. This page sets out what BT itself says on its official page, checked on 4 October 2026.
What BT Says It Pays
| Problem | As BT states it |
|---|---|
| Delayed activation | £6.46 a day if your service is not active by the confirmed date |
| Delayed repair | £10.34 a day if a total loss of service is not fixed within two working days of you reporting it |
| Missed appointment | £32.31 each time an engineer misses the appointment or it is changed with less than 24 hours’ notice |
How and When You Are Paid
BT says it will credit your account automatically within 30 days of the missed appointment, the service starting, or the total loss of service being fixed. Compensation applies for up to 60 days per issue, and the rates are adjusted each year in line with inflation (CPI).
If You Have Not Been Paid
BT tells you to get in touch with it if you think the amount is wrong or you have not received it.
It covers home broadband and landline only, not mobile. See our guide to broadband compensation for delayed repairs for the scheme as a whole and a ready-to-use letter.
If It Still Is Not Resolved
If BT does not put it right, the scheme named in our guide is Communications Ombudsman. The Communications Ombudsman now asks you to allow your provider 6 weeks (or a deadlock letter if sooner) before you refer a complaint. See the full BT complaints guide.
Related
Sources
Last checked 4 October 2026. Rules change, so check the official page before you rely on this. This is general information, not legal advice.
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