Getting BT’s fibre broadband means a long wait

A month-long wait has turned into five for an elderly couple who rely on the internet

Earlier this year, we were informed by BT that, to continue receiving broadband, our copper wire connection would have to be replaced by fibre. A package was to be in place within a month. Five months on, we are still without broadband. In July, BT told us our service had ceased because we were not on full fibre! Our internet is operating via mini-hubs provided by BT (we are on our fourth) and customer service has ceased to update us. We are in our late 70s and rely on the internet for banking and ordering groceries.
EB, Presteigne, Powys

It is a heartwarming coincidence that BT got a technician to your property the day after I made contact. Unlike previous attempts, this visit got you online. BT claims “significant” external work was required that took longer than expected. You say successive technicians told you that the fibre cable had been wrongly connected and it was a five-minute job to swap it. For reasons unclear, they had declared themselves unauthorised, or unable, to do so. BT has apologised and paid compensation.

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