Help needed please

Mark25406

Hi, firstly I'm terminally ill with cancer,
We have been experiencing issues with BT since we signed up to them in June, we went live on 1st of July with 2 mobiles, broadband, home phone and TVs. Since we signed up our super fast fibre optic has struggled to get above 2mbs download unless we sat on top of router, after numberous complaints nothing changed, 3 weeks ago our home phone started to play up as well, we stopped receiving incoming calls and couldn't always make out going calls. 2 engineer visits and no luck, engineers couldn't find the fault although they agreed with us there was a major fault. I end up in an argument on fb with BT (I know I shouldn't have), the end result was that BT removed a number of my comments and there's leaving the thread to appear of a threatening nature, the threats I did make was that I was going to go to OFCOM and BBC watchdog and expose them. There response to this was to inform police I was threatening them (yes they told police but didn't mention what the actual threats were, police were very upset with bt when they found out the truth), they also disconnected all our services so we had no communication with outside world, BT were fully aware about my illness and that I suffer from a seizure disorder that could kill me, we relied on our phones for communication with hospitals and 999 if needed but BT removed this service for us.

I would like to know if this is legal and also there is an outstanding debt of £156, are we liable for this.
(Haven't had final bill so they may add charges on top of this.)

Since July we have paid our bills despite not getting the service we were paying for and BT were aware of this.

Thank you
Mark

JJ_Egan

Sat on top of router reads like your WiFi is at fault not the service .

Mark25406

What ever the issue was BT weren't intrested, we upgraded from sky standard broadband, placed home hub in same location, no other changes, it was like having dial up at times, every time we phoned BT it was our fault or our house, never them or their equipment

mije1983

What was the speed with a wired connection?

teddysmum

If they have checked that the signal to the house is working, then that leaves the possibility that there is either a fault with equipment or internal wiring. They expect you to check what you can internally, then will send an engineer, whose fee you have to pay if the fault turns out not to be provider fault. (eg your computer has a problem or your wiring is faulty)


You can't check now the service is off, but successfully using a wired connection would have ruled out problems with wi fi.

Mark25406

Sorry, when MacBook was connected it worked fine, the problem was the wifi

Mark25406

We had various devices connected at different times and all of them struggled with the wifi, the problem we had was that BT said it was our walls, it was all of our devices (2 phones, printer, iPad, MacBook Pro, etc), where the router was, basically anything other then the hub which belongs to BT

mije1983

Ah, then in that case unfortunately it's not BTs problem. WiFi can be impacted by many things which are outside the ISPs control.

If the wired connection was fine, then they are keeping their side of the contract by supplying you with BB

Mark25406

It wasn't as much about bb, more about cutting all services and leaving us with no way of phoning emergency services if I need them

mije1983

If you have been paying the bill, why did they cut the service? Is the £156 you say is owing the ETC or is it outstanding bill charges?