Urgent Assistance Needed: Broadband Disruption

[Yifen12345]

I am writing to seek urgent assistance regarding a significant issue I am facing with my BT broadband services.

Last Friday, I received a renewal email from BT regarding my broadband services. Following the instructions in the email, I renewed my contract for a new broadband-only plan without a telephone line. Subsequently, I received a confirmation email from BT.

However, today, all of my services have been abruptly terminated. I was informed that my home cannot operate without a telephone line, and I am unable to proceed with a broadband-only plan. It’s crucial to note that my previous contract is set to expire on the 26th, so this disruption seems premature.

This situation is extremely distressing as my household, which includes my 18-year-old daughter, is now without internet connectivity. She relies on the internet for her online classes and is preparing for important exams to enter university this year.

I urgently seek your assistance in resolving this matter and reinstating my broadband services. Your prompt attention to this issue is greatly appreciated.

Thank you for your understanding and assistance.

[Keith_Beddoe]

@Yifen12345 

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Try calling 0330 1234 150

[Yifen12345]

Thank you for your prompt response.

I have already contacted BT via phone. The official response from BT is to cancel the previous contract, initiate a renewal, and book a new contract. The earliest start date available is the 25th of this month, which is five weeks away.

This delay is concerning, especially given the urgent need for internet services in my household. Is there any way to expedite this process or explore alternative solutions?

Your assistance is greatly appreciated

[iniltous]

You can have a broadband service without a phone service ( inexplicably called a landline ) , so if you were offered the option to renew broadband but to drop the phone service that shouldn’t result in losing both services.

Something has obviously gone wrong , either the wrong products ordered , the dates of your old service ceasing and new service starting were not aligned , or some other human error , it’s unlikely but possible that it’s a coincidence and you have a fault that would have occurred irrespective of the renewal order 

If one of the Moderators , the only BT Staff on here , offer to take a look , accept the offer .

[Keith_Beddoe]

If you have 4G mobile coverage, you could ask BT to loan you a mini hub, this would give you broadband coverage until the new service is activated.

Its odd that this has happened, as I would have expected your current service to continue without a break. You should not need to cancel your existing contract.

I will ask a moderator to reply here tomorrow, they are very busy, but may be able to find out what has gone wrong.

I am surprised that BT sent an email about renewal. I assume you rang BT to do this, and did not follow any links within the email, as they could have pointed to a fake site asking for your details?

[Yifen12345]

Thank you for your insights.

Indeed, I renewed my broadband online, and I received a confirmation email validating the renewal. However, my services were abruptly terminated today, and upon inquiry, I was informed that my household cannot have internet without a telephone line. This is perplexing as I explicitly opted for a broadband-only plan during the renewal process, and it was confirmed.

Unfortunately, the situation remains unresolved, and I am left without internet until at least the 25th. Given that my old contract expires on the 26th, this poses a significant challenge. Any guidance on how to expedite the resolution or navigate this situation would be greatly appreciated.

Thank you for your assistance.

[Yifen12345]

Thank you for the suggestion.

I did call BT to confirm my renewal, and they acknowledged it as their error. However, the only solution they offered is to cancel all current bookings and schedule a new one for the 25th, four weeks from now. The pressing issue is that my daughter relies on the internet for her online classes, and these four weeks are crucial for her university preparations.

Your assistance and any further guidance are greatly appreciated.

[licquorice]

Read messages 4&5 regarding mods.

You can always tether a mobile if necessary. You clearly have internet access in order to post on the forum.

[Yifen12345]

Thank you for your guidance.

I did follow the renewal process through the link in the email and received official confirmation from BT. On the same day, I also received an email notification from BT stating:

“What’s happening
We’ll stop your:
• Phone line on 02 Jan 2024

Because you’re stopping the above, you’ll also lose:
• Pay As You Go Calling Plan
• Caller display

If any of this doesn’t look right, please call us on 0330 1234 150.”

These details were verified during today’s communication with BT, and they acknowledged their error. However, the earliest resolution they can provide is on the 25th, four weeks from now. This means my daughter will be without internet for four weeks, a significant challenge for a student preparing for university exams this year.

Your continued assistance and any further advice are highly appreciated.

[licquorice]

Please stop repeating yourself and read the replies.