Getting fiber broadband from BT means a long wait

Earlier this year BT informed us that in order to continue to receive broadband, our copper wire connection would have to be replaced with fibre. A package should be in place within a month. Five months later, we are still without broadband. In July BT told us that our service had stopped because we weren't on full fibre! Our internet works through mini-hubs provided by BT (we are on our fourth) and customer service has stopped updating us. We're in the late 70s and rely on the internet for banking and ordering groceries.EB, Presteigne, Powys

It was a heartwarming coincidence that a BT technician visited your home the day after contact was made. Unlike previous attempts, this tour got you online. BT says "significant" external work was required and took longer than expected. You say that successive technicians told you that the fiber optic cable had been connected incorrectly and that it took five minutes to exchange it. For some obscure reason, they had declared themselves unauthorized or unable to do so. BT apologized and paid compensation.

Londoner NT also failed. He moved his digital marketing agency to a new office and hired BT to install fiber broadband. Seven months later, the company is still without internet, while BT and network provider Openreach blame each other. "BT told us we couldn't switch to another ISP without incurring 50% of our entire contract," he says. "This could end our business."

Like EB, NT says calls to BT will not have not been returned and that appointments have not been kept. Again, the problem was miraculously resolved when I contacted BT. Openreach says it was not at fault. BT has charged a circuit fault to your local exchange. It says, "We apologize for the difficulties the customer has encountered with this complicated technical issue to resolve."

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