This topic

Restricted account for no reason, now broadband won't reconnect RESOLVED

morrit — Sat, 11 Oct 2025 14:40:48 GMT

My BB account got restricted for no reason. I wasn't behind on bills, it wasn't even a billing cycle. Just something or someone decides one day to put a restriction on my account.

Restriction has been lifted with noone having any reason as to why it was restricted in the first place.

It's been 28 hours now. I have reset, factory reset and turned off the router and modem at the mains to reset, but still no broadband.

I have an engineer booked now, but I'm still pretty dessip off this happened in the first place.

Trying to get an answer is like drawing blood from a stone. My complaint was closed because the restriction was lifted.

The latest is that there is a fault on the line, and this may have caused the billing restriction? That seems a bit of an odd excuse.

Resolved

Restriction was placed on in June but not taken off.

There is also a physical fault, plants apparently have ripped the cable out of the wall!!

Re: Restricted account for no reason, now broadband won't reconnect RESOLVED

Leanne_T — Mon, 13 Oct 2025 12:59:35 GMT

Hi there @morrit

I'm really sorry you've had this experience and have been advised there is a fault on the line that needs an engineer visit.

I can see you've mentioned this has been resolved, just to check, has the engineer been to the property and found what is causing this for you?

Please let me know how you're getting on 🙂

Leanne.

Re: Restricted account for no reason, now broadband won't reconnect RESOLVED

morrit — Mon, 13 Oct 2025 13:01:13 GMT

Hi.

I shouldn't have resolved it completely.

No, still no idea what the cause is. Still awaiting another engineer. Been in regular contact with the Guides at BT who have been marvellous. Even managed to grab a better deal on my mobile! Lol.

Re: Restricted account for no reason, now broadband won't reconnect RESOLVED

Leanne_T — Mon, 13 Oct 2025 13:08:06 GMT

Thanks for the quick reply @morrit

You've been in touch with the right team to get this escalated.

Let me know how it goes once the next engineer has been and had a look into this for you.

Thanks.

Leanne.

Re: Restricted account for no reason, now broadband won't reconnect RESOLVED

morrit — Mon, 13 Oct 2025 13:10:00 GMT

Thanks I will do. However, I think they won't contact me directly, apparently 120 other people are affected too! Not sure who though as I am piggy backing off of someone's EE WiFi so...*shrug*

Re: Restricted account for no reason, now broadband won't reconnect RESOLVED

Leanne_T — Tue, 14 Oct 2025 13:30:30 GMT

Hi @morrit

If you contact our broadband tech guides again, they can see if there has been any new updates since you were last in touch.

I hope this is sorted soon for you.

Leanne.