Hi,
I’m hoping someone can help as I’ve been going around in circles with BT and am now at the end of my tether.
My broadband stopped working on 11th February 2026. BT’s own SMS records confirm I was in contact with them that day. The following day they dispatched a new Smart Hub 2 as a misdiagnosis — the issue was never the router, it was always an external network fault.
Here’s what happened over the following two weeks:
• 12th Feb — Smart Hub 2 dispatched (wrong diagnosis)
• 16th Feb — router arrived, still didn’t work, called BT immediately
• 17th Feb — BT incorrectly closed my original fault without my confirmation it was resolved and raised a new one, resetting the compensation clock. Wrong engineer sent — confirmed fault was external, different engineer needed. BT sent Mini Hub (only because I suggested it myself)
• 18th Feb — BT cancelled follow up appointment saying they’d fix externally by 20th Feb. They didn’t.
• 20th Feb — engineer rebooked for 24th Feb
• 24th Feb — finally resolved. Nearly two weeks after I first reported it.
I work from home and was completely without internet the entire time. Throughout this BT staff verbally promised me compensation on multiple occasions. I was then told I’m not eligible — which directly contradicts what I was told.
BT has credited my account £20 and £10 as goodwill but these do not constitute the automatic compensation I’m legally entitled to under Ofcom’s scheme.
Under the automatic compensation scheme I’m owed:
• £9.33 per day for 13 days = £121.29
• £30 for the missed/cancelled engineer appointment
• Total: £151.29 — plus additional goodwill given the mishandling
On top of this I’m now being charged for the return of the Smart Hub 2 that BT sent me as a misdiagnosis. I never received a return label. I should not be charged for equipment I didn’t ask for and couldn’t return through no fault of my own.
Complaint reference: C10002075842
Can a moderator please look into this? I have SMS screenshots, email evidence and a full chat transcript to support everything above.
Thank you
