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Section 49:Customer Service Guarantee

Part 1:Eligibility


Subpart 1:Eligibility

The Customer Service Guarantee does not apply to any service that is not expressly included in Subpart .1

Residential

Full details of the Customer Service Guarantee and all other service related compensation schemes are set out in the relevant service terms which may be accessed via the BT Residential Standard Terms, which can be found under the ?At Home? section at http://www.bt.com/terms

Business

ACCESS LINES/TELEPHONY SERVICE

(PSTN, ISDN2/2E, FEATURELINE, FEATURELINE COMPACT, INCONTACT PLUS, PAYPHONE LINES AND BT BASIC)

The Scheme covers:

PSTN

ISDN2/2E

Featureline and Featureline Compact

In Contact Plus

Payphone Lines and

BT Basic.

Some services may be partly covered by the Customer Service Guarantee and these are dealt with in Section 49 , Part 5

Section 49 applies together with the following terms and conditions which can be found at :http://www.bt.com/terms

Conditions for BT Business Services

Service Schedule for Business Service - (Telephone Service - Phone Calls and Lines), ISDN, Featureline and Featureline Compact)

Customer Service Guarantee - Annex

BUSINESS BROADBAND

The scheme covers:

BT Business Total Broadband Office,

BT Business Total Broadband Office Unlimited,

BT Business Total Broadband Advance,

BT Business Total Broadband Advance Support (excluding BT Business Total Broadband Advance Support (Fibre)

BT Business Total Broadband, Network and

BT Business Total Broadband Network Premium.

The Customer Service Guarantee for Broadband is as set out in the terms and conditions for Broadband as follows, full details of which can be found at http://business.bt.com/broadband-and-internet/internet-access/broadband/terms/

Conditions for BT Business Services

Service Schedule for BT Broadband Access Service

Charges Schedule for BT Business Total Broadband

Customer Service Guarantee - Annex

For the avoidance of doubt, the remainder of Section 49 does not apply to Business Broadband

MAINTENANCE SERVICES FOR CUSTOMER PREMISES EQUIPMENT

The Customer Service Guarantee for Customer Premise Equipments as set out in the Conditions for Maintenance Services for Customer Premises Equipment, full details of which can be found at http://www.bt.com/terms and the Price List entry for Customer Premises Equipment - Section 5 Part 2 Subpart 6.

Conditions for Maintenance Services for Customer Premises Equipment

Service Schedule for Maintenance Services for Customer Premises Equipment

Customer Service Guarantee - Annex

For the avoidance of doubt, the remainder of Section 49 does not apply to MaintenanceServices for Customer Premises Equipment