We have had a contract with BT Business for many years for our home telephone and broadband. 6 months ago (September 2025) I applied to switch to “full fibre” broadband, which I was told was available for my property.
6 months later and after about 4 visits from different engineers, and 2 missed appointments, we are still waiting for the service to be installed. Each time an engineer attends, we are told that further work needs to be done before the fibre can be installed, but that work never seems to get done. We have been given a succession of dates for completion of our order, all of them unmet.
(On one of the appointments, their installation engineer caused damage to the brickwork of our period house by careless and incompetent drilling.)
But that is not the main problem: in the meantime, about 2 weeks ago, without reason or warning, BT cut off our telephone and broadband completely in the middle of my work Zoom meeting. Since then we have no service (even though we are paying for it).
My wife and I both work from home so this is causing us enormous difficulty.
I was given hope recently when I was told that my complaint, which has been outstanding for 5 months, has been “escalated” to a “Chairman & CEO Business Complaints Specialist”.
However, far from matters getting better, they seem even to have got worse: Having previously been told that they would re-connect us, I am now told by the new complaints specialist that re-connection is not possible because there is an “outstanding order” (ie the order for fibre broadband). I can’t think why this would be the case and seems to be nonsensical.
In addition, we have now also been told that, despite being given a further appointment for connection of the fibre broadband, they cannot give me any confirmation that this appointment will be kept or tell me when the fibre broadband will be installed. They say they apologise for the “uncertainty”.
BT seems to have no interest in providing a solution. They have offered no help whatsoever.
How could it be the case that they are unable to re-connect our service because of an unfulfilled open order?
