Formal Complaint: Broadband Connection Issue Unresolved Since 3 September 2026

[purna477]

Dear Customer Support Team,

I am writing to raise a formal complaint regarding the broadband connection at my property.

Installation address:
*********

My broadband was installed on 3 September 2026, but I am still experiencing connection issues, and the problem has not been resolved despite an engineer visit. Unfortunately, the engineer was unable to fix the issue, and I continue to experience problems with my broadband service.

I am disappointed that the issue has remained unresolved for this long, especially after arranging an engineer visit. I expected the connection to be working properly following installation.

I would appreciate it if you could:

• Investigate the issue as a matter of urgency.
• Arrange for a qualified engineer to revisit the property and resolve the problem.
• Provide a clear explanation of why the issue has not yet been fixed.
• Confirm when I can expect a permanent resolution.
• Consider appropriate compensation or a bill adjustment for the period during which I have been unable to use the service properly.

Please treat this matter as a formal complaint and provide me with a complaint reference number.

I look forward to your prompt response and a permanent resolution.

[MOD EDIT - REMOVED PERSONAL INFORMATION FROM THE PUBLIC FORUM]

[Kimberlin]

@purna477  You need to remove your home address immediately, this is a public global forum.

Furthermore, you are not conversing with anyone at BT here, this is just a customer to customer forum, your complaint will therefore go nowhere.

[WSH]

This is just a customer-to-customer help forum.  You are not talking to BT and the only BT employees on here are the moderators.  They don't have account access and do not necessarily read every post.   The rest of us are just fellow customers.

You would be better phoning this into customer support.

Edit:  And as @Kimberlin says, you need to remove any personal information.

[peterh0001]

I am afraid that this forum is made up of BT customers who offer the benefit of their experience to assist other users in resolving technical problems.  Therefore no one from BT will see or action your complaint so you need to contact them via the complaints process on the BT.com website

[gg30340]

@purna477 

As has been pointed out this is a customer to customer forum however if you want to explain exactly what the problem in a bit more detail than just "connection issues"  along with what if anything BT have done to try and resolve it, some of the forum users may be able to assist to resolve it or suggest where/what the cause of the problem is.