We have put together a short survey to capture your feedback in terms of what BT can do when you experience home Wi-Fi issues. We would appreciate it if you could take a couple of minutes to complete a short survey. Read more from here, Fix my home Wi-Fi
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Have you tried restarting the phone?
You can get help with BT Mobile by dialling 150 from the phone. If they can't fix it please report back here.
As you've drawn a blank with the helpdesk I'm asking the forum moderators to look into this for you. They will post contact info here in the morning.