This BT complaint was sent in today regarding no broadband service.
We are contracted with BT to have your phone and broadband package with effect from 7th September 2011. To date (17 September) I still have no Broadband service. This is being dealt with by your technical department however I was told by a BT engineer that our phone line could not support Broadband.
At first we were told it was an exchange problem, then a phone problem and then received a text saying it was all sorted and it was so obviously not.
The service I have received has not met my expectations and is not what I signed up for.
As a consequence of changing suppliers and having no Broadband connection as promised, I have had to return to our dial up service which is costing our money.
I therefore wish to advise you of the following:
1. If our Broadband is not operational by 21 September (2 weeks from date it was due) I wish to terminate my contract with you and return to our previous supplier.
2. I expect to receive a cheque by return for the advance rental costs of £120 less the days I received the telephone service.
3. I expect to be compensated for your failure to provide the service I expected
4. I expect to receive a refund for the costs incurred in dialling up 0845 604 3090 to access the internet.
After this date the Hub will be ready for you to collect.
If the Broadband is up and running before or by this date then I expect the 4 months free broadband subscription to be effective from that date and not the 7th September.
I look forward to hearing from you by return in response to this letter
Mrs R Dempsey