This topic

Broadband upgrade turned into disaster

WillC9999 — Wed, 24 Jan 2024 18:14:00 GMT

Two weeks ago I received an email advising me my broadband contract (Halo 250) was coming to an end and to either terminate or upgrade it. The upgrade option appeared identical so I assumed this was really a ‘continue’. I went ahead, and also chose the ‘remove your landline’ option. I haven’t had a phone connected for years and thought I might as well save a few quid.

A few days later my broadband stopped working. The 4G backup kicked in but it’s barely ok for my home working video calls.

I’ll skip over the numerous calls to BT to try to unpick the issue. The cause it turns out was - can you guess? - the termination of my landline. Despite this being provided as an option by ticking it I inadvertently shot myself in the foot. Attempts to remedy this simply have failed. BT’s solution is for me to sign up as a new customer from scratch. My broadband is now scheduled to be reactivated in 10 days.

Putting aside the idiocy of offering a self-destruct option (with no warning), the hours spent of the phone to BT, the total disconnection between BT teams dealing with the issue, the unbelievably convoluted process (which BT staff themselves were all unclear of)… is there any way to speed up the reactivation? I get the impression I’m just on a standard waiting list.

I’ve been without broadband for getting on for two weeks and spent 8 hours chasing up the problem. I might have expected to be prioritised.

Any ideas from those who understand things better?

Re: Broadband upgrade turned into disaster

RobbieMac — Wed, 24 Jan 2024 19:53:31 GMT

Hi @WillC9999

Welcome to the BT Community and thank you for your post!

I am sorry for the problems you're having with your services. It's disappointing to see that you've lost your services after you placed the order to continue using what you had. You can get in touch with us and we'll see what can be done to get this fixed for you as soon as possible.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Broadband upgrade turned into disaster

Colin_London — Wed, 24 Jan 2024 21:58:06 GMT

In many places it is possible to get a ‘SOGEA’ connection which is VDSL without a telephone carrier. Presumably this is not available on your exchange. If this is the case you should not have been offered the option of removing the landline.

Re: Broadband upgrade turned into disaster

WillC9999 — Thu, 25 Jan 2024 08:04:57 GMT

Thanks. It seems insane to give someone the option to select something that destroys the actual service you are signing up for. And BT seem incapable of understanding this, or sorting it out. Still no response from them about expediting my reconnection. Presume Openreach is just another part of the system which doesn’t talk to the others.

Re: Broadband upgrade turned into disaster

Keith_Beddoe — Thu, 25 Jan 2024 08:12:47 GMT

@WillC9999

Did you reply to the private message sent by @RobbieMac ?

Re: Broadband upgrade turned into disaster

WillC9999 — Thu, 25 Jan 2024 08:13:53 GMT

Just done so.

Re: Broadband upgrade turned into disaster

Keith_Beddoe — Thu, 25 Jan 2024 08:20:03 GMT

Then its best if you leave it to that team, and they will look at it when you get to the top of their queue.

They have access to all of BT Retail systems, either directly, or via specialised teams, They are very good at sorting things out until you are happy.

Its also best not to contact the helpdesk, as it will only confuse the issue, and give the moderators more work.

Re: Broadband upgrade turned into disaster

WillC9999 — Thu, 25 Jan 2024 08:43:00 GMT

Thanks Keith, and understood.

Re: Broadband upgrade turned into disaster

ozen78 — Fri, 26 Jan 2024 18:56:05 GMT

I am crying reading this. Exact same happend. BTs poorly worded email. I continued my same service and remove the line because of all the add ones no one asked for.

Been without internet for a few days now and no one when I ring can do anything because the order is still open.

Monday I will be cancelling and going with Zen as I am within 14 days.

Re: Broadband upgrade turned into disaster

ozen78 — Fri, 26 Jan 2024 18:58:15 GMT

Also the gent I spoke to on first day told me I am on g.fast and my broadband should still be working....

Obviously not.

Re: Broadband upgrade turned into disaster

WillC9999 — Sat, 27 Jan 2024 07:07:29 GMT

I’ve pointed out to BT several times the cause of the whole farce is their option to remove something that destroys the very service they are offering. No one seems to understand - or care. It’s just a broken system. As is mine, still. And it’s causing significant impact to my business, and my stress levels.

Re: Broadband upgrade turned into disaster

Keith_Beddoe — Sat, 27 Jan 2024 07:32:03 GMT

And it’s causing significant impact to my business, and my stress levels.

@WillC9999

Are you a business user then?

Re: Broadband upgrade turned into disaster

WillC9999 — Sat, 27 Jan 2024 08:50:22 GMT

A ‘regularly working from home’ user who is self-employed.

Re: Broadband upgrade turned into disaster

Keith_Beddoe — Sat, 27 Jan 2024 09:04:16 GMT

@WillC9999

You are aware of the residential T&C which do not permit you to use your service for business use?

6. How you can use the service

a. Each service is just for you and your household for personal use (meaning that it should not be used for any trade, business or profession). You're responsible for how each service and the loaned equipment are used.

The BT Business service has a much better SLA, a faster repair time, and you can claim compensation for lost business.

If your broadband connection is critical to what you do, then a BT Business account would be advisable.

Re: Broadband upgrade turned into disaster

WillC9999 — Sat, 27 Jan 2024 09:16:44 GMT

In a word: no. Which might be my bad for not reading the small print, but I’ve never seen this made clean in any communication I’ve had from BT - perhaps you can clarify for me. I share a house with my partner. We both frequently work from home. She works for an organisation; I used to, but am now self employed. We also use broadband for personal stuff, in fact probably a majority is personal.
Do we need to change to a business contract? Even if use is shared? How would a business service be different? There must be millions of people in this situation.

Re: Broadband upgrade turned into disaster

WillC9999 — Sat, 27 Jan 2024 09:20:33 GMT

And Google this just now gives nothing to suggest this.

Re: Broadband upgrade turned into disaster

Keith_Beddoe — Sat, 27 Jan 2024 09:34:29 GMT

Working from home, for an employer, is normally fine, as I think BT realise that lots of people do that.

But someone running a business from home would be considered a business user, especially if they advertised their services online, on their business cards or even their vans.

In your case its probably fine, it depends on what SLA (Service Level Agreement) you expect. Business customers are given priority for any repairs.

Its worth looking at the BT Business T&Cs to see if there is any advantage, as you can change from BT Residential to BT Business and get any cancellation charges refunded, once your BT Business service is working.

See https://community.bt.com/t5/Bills-Packages/Moving-from-BT-residential-broadband-to-BT-Business/m-p/2304896#M157824

Re: Broadband upgrade turned into disaster

WillC9999 — Sat, 27 Jan 2024 09:45:49 GMT

Sounds vague then. My partner is exactly as you describe - working from home for an employer. I am the same, but the employer is also me. I’ll dig into the T&Cs. I’m not wanting to do anything illegal, but neither want to get pushed into a different and unnecessarily complex situation if I don’t have to, e.g. if my business takes over the phone line then presumably my partner and I would then have to rent it from my business etc.

Re: Broadband upgrade turned into disaster

Keith_Beddoe — Sat, 27 Jan 2024 10:02:07 GMT

If you are the employer, then that would change the situation, as I would imagine BT would consider that as business usage and would suggest a BT Business service would be more appropriate.

Its not really a case of it being illegal, as its just part of the BT Residential T&Cs, and in theory, you could be disconnected. However its more likely you would be advised that a business service would be more appropriate, as it would not be in their interest to disconnect you.

Why not ask the moderator who is currently dealing with your disconnection, and see what they advise, after reading what you have posted here?

As I have mentioned, you can move to BT Business without any penalty, and I think you will find its only slightly more expensive.

I worked for BT for many years (now retired), and dealt mainly with business users, I could not imagine any of them wanting anything less than what they have, as the financial loss to their business would run into thousands of pounds a week.

Re: Broadband upgrade turned into disaster

Anonymous — Sat, 27 Jan 2024 10:07:48 GMT

There is nothing "illegal" about your use, it's simply questionable around BT's T&Cs. In exactly the same way that thousands of builders, plumbers, electricians, etc. used their residential line for "business" prior to the proliferation of mobile phones.

Rather than move your current line to Business there may b advantages in taking a second line as Business. This would give you resilience in the case of failure as you'd have a second line & would be a deductible expense for the business. But it's all a bit of a red herring & has nothing whatsoever to do with your current issue. Especially the talk of you using your landline for business purposes considering the whole issue arose because you removed it!