Broadband disconnected without warning

[kenash60]

Hi,

We were due to receive an upgrade to our broadband and was sent across the Smart Hub 2 router yesterday (7th December) and were due to have an engineer visit to get everything set up.

Before the engineer was due to arrive, our existing BT broadband connection with our current router was cut off without warning, and then the engineer never arrived to get the new router set up.

We have tried phoning for hours on end over the past day, with the latest being told to us is that our broadband was ‘accidentally’ turned off and that work will need to be done in the background to get it back up, but no timescale given.

This is after being told it was going to be working “in the next couple of hours” despite never being fixed.

We have multiple people in our house working from home who now have no way to do their jobs, and are receiving no help at all from the phone service.

Is there anything that can be done as we have been cut off with no warning for a service we are still paying for?

[Keith_Beddoe]

@kenash60 

Which broadband package did you have, and what did you upgrade to?

[kenash60]

Hi Keith,

Thanks for your quick reply.

We were/are using the Fibre 1 package on the Smarthub 1 that was due to be upgrade to Smarthub 2.

The latest we were told via the phone was that the upgrade has now been cancelled for the time being to try and focus on the issue with the broadband being turned off, however still have no timescale on when it will be turned back on.

Thanks for your help.

[Keith_Beddoe]

That should not have affected your connection as its only a change of home hub. Its possible that the new home hub is faulty, but your original home hub should still work.

No engineer visit would have been needed for a change of home hub.

[kenash60]

Hi Keith,

This is also what we believed to be the case as we could have set up the new hub ourselves, but the internet was cut off on the same day as the new hub arrived and now neither hub works.

Initially we were told on the phone there were local issues, but the service status for the area said no issues, and then we were told that it has been ‘accidentally’ turned off.

Currently we are waiting for further update but have no internet using either hub.

[JohnC2]

Hi @kenash60, welcome to the forum and sorry that your broadband connection has been switched off.

It sounds like this was an order to upgrade to a Full Fibre connection that's gone wrong. I've sent you a Private Message so you can get in touch with the Mod team for help.

Cheers

John

[kenash60]

Thanks John - just sent you a private message.

[kenash60]

Would anyone be able to offer any other assistance with this? 

Going into the third day without the internet we are currently paying for.

[gg30340]

Short answer is no.

The moderators are the only BT staff on this forum who will be able to assist.