Misleading information from BT
Did anyone have similar experience to me and is able to give me any advice on how can I bring this further?
In December, shortly after signing the tenancy for my flat, I contacted BT sales to arrange broadband for my move-in date in mid-January. I signed a contract, received a router and an activation date. However, despite me contacting BT several times before the activation date, I was only informed about a week beforehand that BT could not provide the contracted service because the necessary cables were not available at my property.
I was given two options: cancel the contract, or keep the service temporarily using a 4G router provided by BT free of charge until the required infrastructure could be installed. I chose the latter based on BT’s representative’s advice.
Today my service stopped working and my account showed as inactive. After spending approximately 1.5 hours on the phone with BT, I was told that I should only have received the temporary service for around two months and that it continued for eight months due to a BT system error.
I am extremely frustrated that I am now facing the consequences of an internal BT error without any prior warning. I have also now been told that broadband may actually be available at my property through a Fibre2 service, which contradicts what I was previously told.
I work from home and am now unable to work normally, causing potential financial loss.
To make things even more confusing I do have sockets in my flat that says OpenReach BT on it so I have no idea why I could get service to my flat.