BT Settles Dispute Over Year-Long Landline Failure in York
BT paid a seriously ill customer £689 after charging for a non-functional landline for over a year following a failed digital transition.
Telecommunications provider BT paid a settlement of £689 to a customer in York who was charged for a non-functional landline for more than a year. The service failure began in May 2025 following a failed transition to Digital Voice. Despite the customer being on a priority register due to serious illness, the company did not restore service until September 2026.
Engineers visited the property in December 2025 and identified a severed wire, yet the fault remained unresolved for months. Under Ofcom regulations, which mandate compensation of £10.34 per day for faults not corrected within two working days, the customer may have been entitled to over £4,600.
BT initially offered £6.46 in compensation and disputed the timeline of the initial fault reports. The dispute eventually concluded with the customer accepting the £689 payment, which covered 60 days of service loss and the mishandling of two recorded complaints.
