Long Time Broadband Outage

[Elaine1251]

I have had no broadband since 20th November. No updates or info received from BT unless I constantly ring. I’m 74 & on my own, this has knocked out my landline as well so have to keep adding data to my mobile. Various completion dates haven’t been met - currently Dec12th! Why can’t more be done to help customers in such circumstances like a mini hub? This is so stressful.

[gg30340]

Have you asked BT for a mini hub or something else that they may be able to supply to help you?

Call BT 0330.1234.150.

[Elaine1251]

Thank you for replying. I was told last time I managed to speak to a person that one would be sent to arrive this weekend but nothing has come. Problems are made worse with the automated system where you just can’t speak to someone!

[Rach_H]

Hi @Elaine1251,

Welcome to the Community!

I'm sorry to hear you've not received the mini hub you were expecting, and that you're having trouble getting connected to the team. As @gg30340 has said, they are the best people to speak with about this, and should be able to get this chased for you.

Rach

[Elaine1251]

Thank you Rach_H.  The problem is that with the ‘wonderful’ automated system , you can’t get to actually say what your needs are. Responding to the sent text when ringing, you have to answer fault,, they then check and confirm and give a repair date and that’s it. An exceptionally helpful person in Newcastle originally sent me a link to book a guide and he has kept in touch every few days bless him. If only all customer service was like him!

[Rach_H]

Have you mentioned anything to this guide about the mini hub you've yet to receive @Elaine1251?

Rach

[Elaine1251]

Somehow managed to speak with someone today and apparently I won’t get one as I haven’t got Halo and would be unfair to all the Halo customers - which I do understand but ……….

[Alex_H]

@Elaine1251 Thanks for coming back to update us. I am sorry to hear you were not eligible to be sent a mini hub after speaking to our team. Hopefully the issue will be resolved soon, due to the delay in fixing the fault you should qualify for automatic compensation once the issue is resolved.
 

Alex

[chrisjp]

Being eligible to get a mini hub is one of the very few advantages of the Halo "deal". The OP should be thankful she is not paying the almost double monthly price that Halo requires, especially since BT makes Halo very difficult to delete once you've signed up for it!