BT disconnected my broadband and it seems like they have no idea how to fix this. My only "fault" was upgrading my package online - this caused a series of mistakes from BT and I still don't have internet.
Events so far:
- On the 29/12/23 BT sent an email with an attractive offer of the Stay Connected Fibre 100 Halo 3 package (I had Fibre 100 Halo 3). I signed up.
- On 5/1/24 BT disconnected my landline what disconnected my Broadband. I called on that date, after been passed to several people I talked to a Tech specialist who promised me my Broadband will be back by midnight the latest. To quote the Tech specialist: " I would've send you the 4G hub but by the time you will get it you will already be back online". Midnight came, no internet.
- on 6/1/24 I talked to Lewis from the fault team who said that he doesn't know why this person said this to me and that BT actually cancelled everything all together (why?? no one knows). I have an email from him saying this is BT's mistake. He also arranged 4G hub to be sent.
This is his email:
As we discussed, an order was placed which accidentally terminated your service on Openreach's end but not on our end. For us to place another order with Openreach, we need to correct our records. Therefore, there is an order in place that will complete at midnight tonight to remove the records on our end. Once records are removed on both ends we can then reinstate the service.
- on 7/1/24 I called BT again to check. They said that they see in the system that Lewis is working on this and that he arranged a call back the day after.
- on 8/1/24 I called to ask regarding the call back. I talked to two people, one said that he sees the call back between 4pm-6pm. 6pm roles by, no call back. I'm calling back. The person says that the call back was moved to 10/1/24. WHY? I don't know. In the meantime I don't even have an order to get my internet back. After a lot of waiting she passed me to a person who was supposed to place my order (this is after over 45 minutes on the phone). For some reason he told me it is best to place Fibre 2 which is worse than what I had. I got an email with pre-contract. He then told me to wait a few minutes as "he is checking a few things". After 15 minutes of waiting I gave up as it was getting late, and hung up.
This brings us to today. I am on a call with BT for over 45 minutes now. Of course no order was placed to get my internet back yet.
The person online says he is transferring my call to sales. I am already waiting for over 20 minutes on the line!!
no hub either.
