Broadband upgrade turned into disaster

[WillC9999]

Two weeks ago I received an email advising me my broadband contract (Halo 250) was coming to an end and to either terminate or upgrade it. The upgrade option appeared identical so I assumed this was really a ‘continue’. I went ahead, and also chose the ‘remove your landline’ option. I haven’t had a phone connected for years and thought I might as well save a few quid.

A few days later my broadband stopped working. The 4G backup kicked in but it’s barely ok for my home working video calls. 

I’ll skip over the numerous calls to BT to try to unpick the issue. The cause it turns out was - can you guess? - the termination of my landline. Despite this being provided as an option by ticking it I inadvertently shot myself in the foot. Attempts to remedy this simply have failed. BT’s solution is for me to sign up as a new customer from scratch. My broadband is now scheduled to be reactivated in 10 days. 

Putting aside the idiocy of offering a self-destruct option (with no warning), the hours spent of the phone to BT, the total disconnection between BT teams dealing with the issue, the unbelievably convoluted process (which BT staff themselves were all unclear of)… is there any way to speed up the reactivation? I get the impression I’m just on a standard waiting list.

I’ve been without broadband for getting on for two weeks and spent 8 hours chasing up the problem. I might have expected to be prioritised.

Any ideas from those who understand things better?

[RobbieMac]

Hi @WillC9999

Welcome to the BT Community and thank you for your post!

I am sorry for the problems you're having with your services. It's disappointing to see that you've lost your services after you placed the order to continue using what you had.  You can get in touch with us and we'll see what can be done to get this fixed for you as soon as possible.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

[Colin_London]

In many places it is possible to get a ‘SOGEA’ connection which is VDSL without a telephone carrier. Presumably this is not available on your exchange. If this is the case you should not have been offered the option of removing the landline.

[WillC9999]

Thanks. It seems insane to give someone the option to select something that destroys the actual service you are signing up for. And BT seem incapable of understanding this, or sorting it out. Still no response from them about expediting my reconnection. Presume Openreach is just another part of the system which doesn’t talk to the others.

[Keith_Beddoe]

@WillC9999 

Did you reply to the private message sent by @RobbieMac ?

[WillC9999]

Just done so.

[Keith_Beddoe]

Then its best if you leave it to that team, and they will look at it when you get to the top of their queue.

They have access to all of BT Retail systems, either directly, or via specialised teams, They are very good at sorting things out until you are happy.

Its also best not to contact the helpdesk, as it will only confuse the issue, and give the moderators more work.

[WillC9999]

Thanks Keith, and understood. 

[ozen78]

I am crying reading this. Exact same happend. BTs poorly worded email. I continued my same service and remove the line because of all the add ones no one asked for.

Been without internet for a few days now and no one when I ring can do anything because the order is still open.

Monday I will be cancelling and going with Zen as I am within 14 days.

[ozen78]

Also the gent I spoke to on first day told me I am on g.fast and my broadband should still be working....

Obviously not.