Broadband Down for 18 Months – Now Working, But Complaints Mishandled – What Can I Do?

twicenice — Fri, 27 Jun 2025 09:09:07 GMT

Hi everyone,

I’m reaching out to the BT Business Community for advice, as we’ve been dealing with a serious and prolonged broadband issue for over 18 months, and despite constant communication with BT, the problem remains unresolved.

We run a business called Twice Nice Ltd, and during this entire period our broadband has not been working at all, severely disrupting our operations.

We’ve made countless calls to BT to report the issue and have been told multiple times that someone would be in touch to resolve it — but nothing ever progressed. On each occasion where we explained we wouldn't pay for a service that wasn’t working, our phone line was disconnected, and we had to call back to get it restored. Each time, BT apologised and told us the bill would be cancelled and service would remain active until the issue was fixed, but the broadband remained down.

In December 2024, a BT engineer finally visited our warehouse and confirmed that the issue was not inside our premises, but caused by a fault in the external line, which required Openreach to repair. The engineer reported this back to BT while on site and assured us we would be contacted to arrange the Openreach visit — but BT never followed up.

On 6 June 2025, one helpful representative finally booked another engineer visit — but even now, the issue is still unresolved.

What’s been especially frustrating:

Several complaints have been closed without our consent, and in at least one instance I felt pressured to accept closure despite the fault still ongoing.
We’ve been promised multiple callbacks that never happened.
We’ve received inconsistent and conflicting information from different agents — one says one thing, another says the opposite.
I also believe that some agents are not properly documenting key details in the system, which leads to further delays and confusion.

We are now planning to submit a formal request for all complaint records, engineer notes, and call transcripts, and escalate the matter to the Telecoms Ombudsman if necessary.

Before doing so, I’d really appreciate guidance from fellow business customers:

Have you dealt with anything like this?
Did you find a particular route or department that helped move things forward?
Would raising it with Ofcom or taking legal steps be worth considering?

This has gone far beyond what’s acceptable for any business service. I’d be grateful for any advice.

Thanks in advance,
Yibeltal
Twice Nice Ltd

Re: Broadband Down for 18 Months – Now Working, But Complaints Mishandled – What Can I Do?

BethM — Mon, 30 Jun 2025 13:34:02 GMT

Hi twicenice

I'm sorry to hear about this - can you please send over a private message with the complaint details so I can chase this for you?

Re: Broadband Down for 18 Months – Now Working, But Complaints Mishandled – What Can I Do?

AlanM1 — Wed, 02 Jul 2025 06:52:23 GMT

Hi, I'm so sorry to hear all of this. Touching on what my colleague Beth said earlier, if you could please send a Private Message over, we can find out more and help. Thank you so much. And again, I apologise over all of this.

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Broadband Down for 18 Months – Now Working, But Complaints Mishandled – What Can I Do?

Re: Broadband Down for 18 Months – Now Working, But Complaints Mishandled – What Can I Do?

Re: Broadband Down for 18 Months – Now Working, But Complaints Mishandled – What Can I Do?