Hi everyone, I’m hoping someone can advise me on this situation.
In June last year, BT gave me a date to set up my fiber connection. However, every time I had an engineer appointment, it fell through because they couldn’t connect me to the fiber line in the street. I repeatedly asked BT to just set me up with fiber through my existing copper connection, since I already had a landline, but every time they told me it wasn’t possible. Then, finally, in January this year, they suddenly said it was possible.
Due to BT’s lack of communication and awareness of their own service options, I was left without a proper connection for months, forcing me to spend a lot of money working from expensive coworking spaces. My compensation has now built up to over £1300. I’ve spoken to a BT representative last week and this agent confirmed that I was indeed entitled to this amount. She filed a complaint about why this hasn't been handled yet on my behalf and sent a letter to her manager for approval of compensation payment.
Since then, I’ve had no updates. I called BT again yesterday and spoke with a representative who was exceptionally rude. He questioned who had told me about the compensation and said an investigation would be needed. After making me wait on hold for about 20 minutes, he came back saying he’d have to look into it but provided no clear answers. When I mentioned the letter that had been sent, he refused to give me any names or useful information and seemed intent on avoiding the issue.
At this point, it feels like BT is deliberately trying to avoid paying me the compensation I’m rightfully owed. It’s a substantial amount of money, and I’m beyond frustrated—especially after yesterday’s experience with the rude employee who kept cutting me off and wouldn’t let me speak.
Does anyone have advice on what I should do next? I’m exhausted from fighting this—it feels like a full-time job just to get the compensation I deserve from BT. Any help would be greatly appreciated.
