In April 2015 I moved home and ordered BT’s Infinity Broadband. From the outset the connection was unreliable. Over the next few months I repeatedly complained to the multi-layered mirage that is customer service but was refused my request to send a technician as it claimed they were unable to diagnose online faults.
In November 2016 the BT sales team suggested that my problems could be resolved by upgrading to the faster and more expensive Infinity 2.
I signed a 24-month contract. There was no improvement.
BT’s online wholesale speed checker revealed there was a fault on the circuit, and that I was getting connection speeds of 3MB-6MB instead of the guaranteed 64MB. Crucially, the line that serves my house is only capable of a maximum 48MB.
Only when I presented this detailed information did BT finally book a technician. No one showed up.
A second technician was arranged and claimed that BT often sells Infinity 2 for lines that can’t support the guaranteed speed. I asked BT to reinstate the Infinity 1.
It insisted this was impossible and I would have to take out a new 12-month contract at a higher rate than I had been paying.
However, it offered £363.50 for loss of service and promised it would be paid within five days. A month later I’m still waiting. The latest excuse is that it can’t pay because the system won’t let it. If I go on to its website today and enter my landline number, the system still claims I can get Infinity 2.
How many other people have been mis-sold a service they can’t receive?
MG Tiptree, Essex
You reckon you’ve contacted BT more than 40 times and the story doesn’t end when you contact The Observer.
I alerted the press office to your case in early January. This had the effect of prodding your complaint up a few echelons to the high-level complaints team where it rested awhile in silence.
A month after you wrote to me, you were called by the chairman’s office and promised the money within five days.
But it would seem even the chairman has no power over the system.
Twenty days after that, the money finally reaches you. BT’s official response has yet to follow, despite two months of chasing.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
