Hi - would it be possible to request assistance from a moderator or community member? I am completely lost at the moment where my internet is extremely slow and unusable (dialup speeds, less than 1Mbps).
Three weeks ago, I placed an order to upgrade my existing BT package to the recently available Ultrafast Broadband (Gigabits Essential 900Mbps), thus switching to EE - I was really excited to finally be able to purchase this; however this was the beginning of my issues. I was expecting an engineer to arrive early this week to help with the installation into my apartment; however there appeared to have been a booking error which meant that no engineer attended to my order. This was only mentioned when calling to report the no-show.
Consequently, there was a further 48 hour investigation before the package was reordered, and then installation engineer rebooked in August (+22 days, adding to an already 3 week wait). Customer service apologised and mentioned there was nothing that can be done despite the error occurring their side when they placed the order over telephone. To make matters worse, my internet was regraded back to the existing package but the connection is now non-existent and completely unusable - even struggling to load Google! When calling up BT again this morning, they mentioned the fault has been reported but could only advise of a target fix date (31st July), which is far from ideal considering my remote working arrangements. When asking for a temporary alternative such as a wireless hub to ensure I remain connected, this was refused and I was told by customer services that there is nothing further that can be done.
I also tried going into the EE/BT store in person, but they were also unable to assist, and were even shocked when I showed them a screenshot of a speed test to highlight the poor connectivity. I now run into the prospect of not being able to work on Monday and possibly longer, which now places me in a very difficult position. I have already taken two days off in anticipation of overseeing this upgrade, and it appears there will be further disruption and inconvenience.
Apologies for the long post; however if there is any advice on the next steps on how to resolve this matter, I would really appreciate it. I was expecting much faster internet, and in the end I am now left with an almost non-existent connection, and feel as if I have no other choice but to seek avenues for submitting a formal complaint (I did see there was an option to complain by post, but this is far from ideal given the lack of time criticality).
