On 17th August I was supposed to get a free upgrade to superfast fibre optic broadband. I duly stood by waiting for the process to complete. It never did: that evening, I lost my broadband connection and it has still not been reinstated almost 8 weeks later. In the interim, I have spoken to no fewer than 30 individuals (either from BT or OpenReach) and have received several fraudulent notifications thanking me for informing BT that my service had been restored. I have then had to contact BT again, on several occasions, to say that my service has not been restored and these calls have been noted down as new complaints. Consequently, my record of faults on My BT is quite long and does not reflect the true facts: the reality is that I have had the same problem all along and BT has failed to fix it.
It took several weeks before it occurred to anyone at BT to provide me with a Mini Hub. I have been using a Mini Hub for the past few weeks and was promised that it would not be switched off until such time as my own broadband had been restored. Despite that, a few days ago I received a text saying that the Mini Hub had been switched off. I had to call BT yet again to get them to turn it back on. As a disabled person defined as ‘vulnerable’ for the purposes of the recent lockdown, I survived those difficult few months with the help of contact via the internet. I am no longer assured of that due to BT’s incompetence. I have been promised for the nth time that my broadband service will be reinstated by a particular date and the current date given is Thursday 15th October 2020. However, I am no longer holding my breath. A letter of complaint in the strongest possible terms will have already reached OfCom by that date. I have had enough! Does anyone from this community have any advice they can give me?
