1 month without internet, mis sold BT Business & hopeless India based support

MatJ — Wed, 06 Aug 2025 20:13:57 GMT

I work from home as part of my job and was told by my local EE store that if I got BT business, I would get faster broadband speeds and better customer service. This was entirely wrong, as I got the exact same speeds for a higher cost. I did not dispute this at the time as I felt locked in a contract which I had made the mistake of signing.

Fast forward to last month, when I was told that I could finally move into my new home. I called BT Business the week before to let them know about this, and was told that the broadband would be installed by the end of the following week, so I took a week off work to wait for it. It was not installed during that week off work, and I heard absolutely nothing.

It has now been 1 month, and I have been unable to work properly from my home since which, if this continues, will likely make me lose my job due to having a poor working environment and being unable to do contractual overtime. I have had multiple phone calls with the BT Business team about this, but I only ever seem to get put through to India-based support teams who either do not understand me or how urgent it is that I have internet, or they simply do not care. The issue has supposedly been escalated, and a complaint was eventually raised, but other than a few emails that basically say absolutely nothing other than, in their words, "investigating on your complaint". They won't even send me a signed copy of my contract when I have asked twice now. I have been told twice via email that my complaints manager, Ankita, will call me, but she has failed to do so twice now, and I cannot even speak to her by calling myself because, apparently, and I am hoping this was some sort of joke, the complaints team are not a "customer-facing department".

I am also supposedly being billed for my old address, which, as I have told the support team many times, I do not live at anymore.

I thought this was a business line? How can a business function without internet for well over a month? How can BT expect me to pay for my broadband after all this, after I have potentially lost my job over this?

Re: 1 month without internet, mis sold BT Business & hopeless India based support

Jamie309Perez — Thu, 07 Aug 2025 06:55:52 GMT

Hello!

I understand your immense frustration. You were misled by an EE store about the benefits of BT Business, and now a month after moving, you're without internet despite giving advance notice. The repeated failures to install the service, along with poor communication from BT's support teams and a complaints manager who never calls, have created a critical situation that's jeopardizing your job. This is a severe failure for a business service and completely unacceptable.

Re: 1 month without internet, mis sold BT Business & hopeless India based support

BethM — Thu, 07 Aug 2025 11:18:14 GMT

Hi MatJ

I'm sorry to hear about this - can you please send over a private message so I can look into this further for you?

topic Re: 1 month without internet, mis sold BT Business & hopeless India based support in Broadband

1 month without internet, mis sold BT Business & hopeless India based support

Re: 1 month without internet, mis sold BT Business & hopeless India based support

Re: 1 month without internet, mis sold BT Business & hopeless India based support