Hi,

I'm hoping someone can give us some advise on what to do about our current situation with BT broadband. We called BT and after a line check over the phone we were told we could get broadband, we then signed up for a 18month contract and a letter recieved confirming speeds of up to 1.5 mbs, our activation date was given as 2nd September. By the 3rd September our router was still flashing orange, on the 4th September we reported a fault to BT, an engineer appoinment was booked and when he turned up he spent around 3hrs trying to resolve and was unable to fix due to lack of time by his words he said that the problem was likely to be underground but BT would not dig this up. We then had to chase BT again and a 2nd engineer appoinment was booked this time for a Saturday, Two engineers turned up and while listening in to their conversations they said that VP tests were fine PQ tests were ok they then went away and removed a line protector(I don't know what this means just overhearing), they then went and come back and told me that I had 8mb on my line 1 mile up the road and then said that they also had run out of time and a 3rd engineer visit was necesary to work the line and that they were baffled by the problem. I told them what the first engineer said also.

(We live in a group of 4 terraced cottages and come of the same pole, two of my next door neighbours have BT broadband and have no problems, the third is not interested in being online. Other neighbouring houses also have broadband from the same exchange.)

After calling BT again a third engineer visit was arranged and this time a different engineer after 30mins he then reported to BT that this was a Long Line Issue and nothing could be done. After lots of annoying phone calls they cannot find any report from the 2nd engineer visit. I have since then had no more engineer appointments because of what this guy said. I esculated this internally with BT and an investigation was raised.

We then recieved a call saying our line had been capped which they then removed (story changed from long line) this has made no difference and we are still without broadband, we then recieved another call repeating again that this is a long line issue and nothing could be done, again I explained to them why is it then that our neighbours get broadband but we cannot ? they replied again that this is a long line issue and that they had exhausted all avenues to them. (rubbish).

I have since requested a letter of deadlock as I'm still not happy and they can't do anymore to which they have said they can't produce anything in writing for me. Without this I cant go to their ADR until 8wks has expired.

The goverment is always talking about super fast internet access and about reducing the Urban / Rural Divide but we are in a Rural / Rural , neighbour / neighbour divide this cannot be right.

Do you think I have a case and what course of action would you think I need to take.

Thanks for reading.