We moved home a week ago and well in advance had made arrangements with BT (our existing provider) for our broadband and phone line to move to the new house which is a full fibre new build property.
Come move day, none of our broadband/phone line moved. On calling BT we were told there had been an issue and the order needed to be cancelled and re-ordered and it would all be sorted the next day. Again nothing happened. After many calls, cancelled and re-done orders and failed promises we are now a week later and are no further forwards!!
For whatever reason we are now being told that we need an engineer which under normal circumstances would be fine however given the Covid19 situation we have been told that this will now be the middle of June (ie 2 and a half months away!!)
My issue is that we are now seemingly being expected to pay for a service that we are not going to be getting.
As a Halo customer I was under the impression that we could get a 4G mini hub if there were problems with our service. When I asked about this, I was told they didn't have any left and as our house has no copper cables just fibre this wouldn't work anyway (I am not sure I believe that last bit as I thought they were cellular!!).
Given where I am now up to, is this enough to constitute a breach of contract such that I can leave without penalty?
When I said I wanted to make a complaint, I was told I could but there was no point as there was nothing they could do!!! They did however raise the complaint and immediately (whilst I was still on the call) closed it.
I am now completely stuck and absolutely frustrated. Any thoughts please!!!?
