Our broadband stopped working during the day on 3/3/17.
We rang BT that evening and they arranged for an engineer to visit on the afternoon of Tuesday 7/3/17. On Sunday 5/3/17 we received a text saying that BT had 'spotted a fault in our broadband network, that they did not require access and that the engineer visit had been cancelled'. They also said that they should have the problem fixed by 7/3/17.
The problem was not fixed and we rang again on 8/3/17 for an update. BT said they would have to send out an engineer to our house and the earliest availability was 13/3/17 - 10 days after the original fault.
We are able to make calls and have tested the (master) socket with a spare phone, which produces a dial tone. We have also changed the cable from master socket to the Home Hub 5 and it makes no difference.
We therefore doubt that the problem is inside the house but we just seem to be getting nowhere, hence registering a complaint. We are no further forward than when the problem started!!
We have been given a complaints tracking number.
No one seems to be taking ownership and it is a nightmare!!