Dial & Smile
Our responsibility to you
- 25 If you suffer a continuous total loss of the service at any time after we have provided it and you report it to us, we promise to put things right by midnight on the third weekday (not public and bank holidays) after you have reported the fault to us unless a specific appointment date is agreed. We will treat a fault reported after 9pm on a weekday, or anytime at weekends or on a public or bank holiday, as if you reported the fault at 8am on the next weekday after the day you reported the fault to us.
- 26 If we do not put right a continuous total loss of service that is due to a fault in the BT network, we will provide a daily rate rental credit for each whole or part day we are late in repairing the service. It is equal to the daily charge of your rental for each day that applies. The daily charge is twelve times the monthly rental charge (including VAT) divided by 365. You will not be entitled to a rental credit if the fault relates to your phone line or is due to equipment you have bought from other suppliers.
- 27 You will need to contact us to claim the rental credit. We will take the amount we owe you off your next bill, unless you ask us to send you a cheque.
- 28 If you suffer an intermittent loss of the service at any time after we have provided it and you report it to us, we promise to put things right. If we do not do so, we may provide you with compensation to reflect the value of the loss of service. Compensation for an intermittent loss of service will be agreed between us on a case by case basis.
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