https://community.bt.com/t5/Bills-Packages/Prolonged-broadband-outage-mishandled-fault-wrong-engineer-amp/m-p/2461393#M182264 <P>Hi,<BR />I’m hoping someone can help as I’ve been going around in circles with BT and am now at the end of my tether.<BR />My broadband stopped working on 11th February 2026. BT’s own SMS records confirm I was in contact with them that day. The following day they dispatched a new Smart Hub 2 as a misdiagnosis — the issue was never the router, it was always an external network fault.<BR />Here’s what happened over the following two weeks:<BR />• 12th Feb — Smart Hub 2 dispatched (wrong diagnosis)<BR />• 16th Feb — router arrived, still didn’t work, called BT immediately<BR />• 17th Feb — BT incorrectly closed my original fault without my confirmation it was resolved and raised a new one, resetting the compensation clock. Wrong engineer sent — confirmed fault was external, different engineer needed. BT sent Mini Hub (only because I suggested it myself)<BR />• 18th Feb — BT cancelled follow up appointment saying they’d fix externally by 20th Feb. They didn’t.<BR />• 20th Feb — engineer rebooked for 24th Feb<BR />• 24th Feb — finally resolved. Nearly two weeks after I first reported it.<BR />I work from home and was completely without internet the entire time. Throughout this BT staff verbally promised me compensation on multiple occasions. I was then told I’m not eligible — which directly contradicts what I was told.<BR />BT has credited my account £20 and £10 as goodwill but these do not constitute the automatic compensation I’m legally entitled to under Ofcom’s scheme.<BR />Under the automatic compensation scheme I’m owed:<BR />• £9.33 per day for 13 days = £121.29<BR />• £30 for the missed/cancelled engineer appointment<BR />• Total: £151.29 — plus additional goodwill given the mishandling<BR />On top of this I’m now being charged for the return of the Smart Hub 2 that BT sent me as a misdiagnosis. I never received a return label. I should not be charged for equipment I didn’t ask for and couldn’t return through no fault of my own.<BR />Complaint reference: C10002075842<BR />Can a moderator please look into this? I have SMS screenshots, email evidence and a full chat transcript to support everything above.<BR />Thank you</P> Thu, 07 May 2026 22:46:56 GMT shreyaaagupta98 2026-05-07T22:46:56Z https://community.bt.com/t5/Bills-Packages/Prolonged-broadband-outage-mishandled-fault-wrong-engineer-amp/m-p/2461393#M182264 <P>Hi,<BR />I’m hoping someone can help as I’ve been going around in circles with BT and am now at the end of my tether.<BR />My broadband stopped working on 11th February 2026. BT’s own SMS records confirm I was in contact with them that day. The following day they dispatched a new Smart Hub 2 as a misdiagnosis — the issue was never the router, it was always an external network fault.<BR />Here’s what happened over the following two weeks:<BR />• 12th Feb — Smart Hub 2 dispatched (wrong diagnosis)<BR />• 16th Feb — router arrived, still didn’t work, called BT immediately<BR />• 17th Feb — BT incorrectly closed my original fault without my confirmation it was resolved and raised a new one, resetting the compensation clock. Wrong engineer sent — confirmed fault was external, different engineer needed. BT sent Mini Hub (only because I suggested it myself)<BR />• 18th Feb — BT cancelled follow up appointment saying they’d fix externally by 20th Feb. They didn’t.<BR />• 20th Feb — engineer rebooked for 24th Feb<BR />• 24th Feb — finally resolved. Nearly two weeks after I first reported it.<BR />I work from home and was completely without internet the entire time. Throughout this BT staff verbally promised me compensation on multiple occasions. I was then told I’m not eligible — which directly contradicts what I was told.<BR />BT has credited my account £20 and £10 as goodwill but these do not constitute the automatic compensation I’m legally entitled to under Ofcom’s scheme.<BR />Under the automatic compensation scheme I’m owed:<BR />• £9.33 per day for 13 days = £121.29<BR />• £30 for the missed/cancelled engineer appointment<BR />• Total: £151.29 — plus additional goodwill given the mishandling<BR />On top of this I’m now being charged for the return of the Smart Hub 2 that BT sent me as a misdiagnosis. I never received a return label. I should not be charged for equipment I didn’t ask for and couldn’t return through no fault of my own.<BR />Complaint reference: C10002075842<BR />Can a moderator please look into this? I have SMS screenshots, email evidence and a full chat transcript to support everything above.<BR />Thank you</P> Thu, 07 May 2026 22:46:56 GMT https://community.bt.com/t5/Bills-Packages/Prolonged-broadband-outage-mishandled-fault-wrong-engineer-amp/m-p/2461393#M182264 shreyaaagupta98 2026-05-07T22:46:56Z