Baffling situation of no meaningful support whatsoever

[independentrage]

If anyone can help me understand how this is supposed to work I’d be really grateful.

We’re 2 home workers and on Thursday evening around 23:15 my BT ADSL “fibre with halo 3” went down. I am a tech engineer and I could see it was the actual line that had gone down not wifi.

I tried to see if there was a fault with the line but the checker asks for a landline number which I don’t have one so I couldn’t use it.

I found the SMS service that said “network issues are normally resolved in 4 hours”. In the morning I called BT and got through to someone eventually who said it would be back at 12:00. I said that would be great if it was but it came and went and the SMS system went back to saying “usually resolved in 4 hours”. Then eventually it said resolved on Monday. That came and went and now it says 5th November.

Aren’t BT supposed to send me a mini hub? Where is it? How is this not the first thing mentioned if I’m paying for this? I’ve been a customer for years.

Why are BT waiting for me to tell them there’s a problem if they can confirm there’s a problem when I ask them over SMS? It’s important because the message only because meaningful when it flip flopped from giving a specific time to “normally resolved in 4 hours”.

BT app had no way to track any of this.

Is this a common experience? How does anyone stay sane?

[imjolly · Accepted solution]

You would be better phoning CS 03301234150 reporting your fault and asking for the mini 4g hub until internet restored

[chrisjp]

I may be misunderstanding this, but if you are really on ADSL then I don't understand why you don't have a landline number, and also why your service is described as "fibre with Halo3".
BT only includes "fibre" in their service description if you have either fibre to the (street) cabinet (FTTC), of fibre to your premises (FTTP).
The older ADSL service provided broadband entirely over a copper line to the exchange, and which pretty much always had a phone number attached to it.

[TimSmedley]

Hi.

As a BT Halo customer you also get the Hybrid Connect box which, if set up,  should have kicked in automatically. Has this not happened?  Tim

[imjolly]

@TimSmedley 

You only get the mini hub at outset with halo 3+  and not with the halo 3 package which @independentrage  says he has.  That is only supplied after you report a loss of connection fault