We're having a similar issue, we had fibre broadband giving us a perfectly useable 40mbps speed and, just prior to our 18 month contrct ending we spoke with BT and agreed a new 18 month contract for phone and broadband. There would be no changes to equipment we were told, the only change would be the monthly direct debit would be for a different amount. Then, out of the blue, we received in the post a new Smart Hub with a letter telling us that an engineer woud attend our home on 30th August 2018 to install it.
On the 30th August no engineer came to install it, instead we were disconnected. It seems that fibre to our home was in the process of being installed (without our knowledge) but could not be completed, so, instead we were left with no internet access. There then followed numerous phone calls to BT and on line chats, with little help or constructive comment. Around 7-10 days later we were connected to the old copper broadband service, giving us a dire speed of around 1.5 - 3 mpbs, ok for basic internet browsing but nothing else.
After numerous more emails with BT with a variety of exuses and broken promises, we had a fibre connection and box installed yesterday and we still have the green flashing light. So, for 7 weeks now we've lived with little or no broadand service, all due to someome somewhere disconnecting us in error. I cant begin to explain the frustration, anger and upset at being pushed from pillar to post with no one in BT seemingly able to tell us anything other than "we hope to have you connected soon" . This is no way to run a service industry. How would retailers fare if customers ordered a sofa for example, waited in for 2 days for it to arrive, and then to be told that there seems to be an issue with the delivery team and we'll update you soon but no one will tell you where your sofa is or when you can expect it! It seems to me that BT / Openreach are guilty of failing customers, failing to keep eachother updated and are simply too big/cumbesome to provide a level of service that we, the British public are entitled to expect.