Been a customer for a few decades.
Have fibre but not to the house. They are raising prices, as always. Speak to them start of the year. They sell me on fibre to the house. I order this in February. They cannot for whatever reasons connect me to the house at any point over the course of this year. I am being charged out of contract price (50% higher than the package) all this time. I cancel the order a couple weeks ago having waited 9months without any updates despite chasing a few times. This cancelling is arduous and involves a few calls taking an hour or more. They agree to make a goodwill payment for having charged me 44 a mo instead of 30 since Feb. This payment turns out to be 40£ having taken easily over 100£ more than they should've during this period. Shouldn't have bothered.
I finally get the order cleared. I want what I have (same speed, same everything) just not to be ripped off with off-deal pricing. I cannot. You can't order fibre1/2 any more but they cannot provide me fibre to the door.. so even if I order that package that would reduce my cost even though I wouldnt see the speed increase, they won't change the pricing until it is active.
I'm basically stuck being scammed. Apparently there is a magical team that can do this manually but it's not the order team so you cannot directly contact them. I've waited on calls lasting hours a couple of times now but never been able to speak to them. It's a great system where you cannot do anything but call and every call is an agonising wait where you'll be thrown between teams that will not communicate with each other.
I guess the take away is avoid BT at all costs.
