I signed up full fiber broadband in January 2026, it was supposed to go live in March but it is still not available in May. BT has already start billing me for two months even though I did not get any of the service I signed up for.
Here is what happened: After I signed up, BT sent the wifi hub with instructions to connect and noted no engineer visit is required. On the day the service is supposed to go live, I found out there is no socket to connect the hub to. When I contacted BT, they run some tests and told me everything is fine on their end and the broadband is live. Eventually they sent Openreach engineers to my site to take a look and it turns out there is no fiber broadband at my site, the engineer told me to contact BT to place an install order and to cancel the current order which I did. That was at the end of March, since then there had been multiple phone calls back and forth, each time took over an hour but the reply is always the same, "Everything is fine on our end". When I asked when can I expect the installment, it is always "need to wait for so and so department to response", "need to wait for engineer schedule". It is May now and still no progress at all, the only thing that is done on time is billing. Any advise on what I can do to accelerate the process? Thank you.
