I have been trying for seven months to get a landline and broadband service from BT.
I have been hooked up to the wrong exchange four times. I was then given two case workers and finally put on to the right exchange, but with no live line. An engineer told me the fault was underground and would be fixed, but three weeks passed with no progress.
I have tried to contact my case workers roughly 30 times and am greeted with an automated message. Five emails have gone unanswered.
The call centre just tells me to cancel the order and reorder, which I have already done five times. AH, Preston
My inbox echoes to the cries of householders cut off for weeks while BT fails to connect their lines, but your story takes its incompetence to new levels.
Only after I involved the press office did BT admit that it gave incorrect information to its engineers when you first placed the order, then failed to amend its records when, on its own advice, you ordered again – and again and again.
Miraculously, your phone and broadband were up and running within two days of press interference. You have been paid £132.49 compensation and refunded £54.94, which BT debited from your account by mistake.
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.
