Dear Sir/Madam, We have been BT Broadband customers for 18 years but are extremely disheartened by the appalling service we have received over the last 4 months. We have endured a great deal of stress with time wasted, incorrect information given to us and appointments missed. We list below a time line of events. 1/ October 2022. Received an email from BT stating our contract was to end 17.11.2022 and providing a choice of 2 options. The first was to continue with the same plan at a reduced rate of £27.99 per month and the second was to upgrade to BT Halo 3 at £33.99 per month which included Home Tech expert support, a keep connected promise, a mobile data boost and home phone unlimited minutes. We chose the second option, expecting to receive an improved service. We then received an email inviting us to book an appointment for the home expert to fit the new hub and ensure our service was effective. We received several text reminders to be sure to be home on the day of the visit. 2/ November 17th 2022. Appointment was for between 8 and 12 noon. A contractor arrived at 9am and immediately asked where our new hub was. The hub was supposed to be delivered by Royal Mail, however we had not received it. He said he could not do anything but we would soon receive the hub which was easy to install. Meanwhile he checked our broadband speed and just laughed at how low it was. Consequently he ordered 3 discs to be sent to us to improve the broadband speed throughout the house, which again would be simple for us to install ourselves. 3/ November 18th 2022 4.40pm. R phoned BT to enquire about the new hub , still not received. After a lengthy wait and conversation, the operative said the hub had not been sent as it would not work on a copper system. We were obviously very unhappy as both the order had been accepted, we had been told to wait in for the engineer and no contrary information given. The phone conversation was transferred to 3 different representatives and lasted 2 hours. The final operative was so appalled by the service we had received that she raised a complaint. 4/ January 19th 2023. After Christmas, New Year and no further correspondence, R telephoned BT again and requested we return to the original contract at £27.99 per month, as we were unable to take advantage of the better hub. However the agent was adamant that we had signed up to the new contract for 2 years and that we were able to use the new hub on copper. R gave up, the call lasting another 45 minutes. 5/ January 26th 2023. R called again re our dissatisfaction with the service. He spoke to a manager who informed him we were only eligible for the discs on the Halo 3+ contract at £37.99 and the new hub and discs would work on copper. He also persuaded us that S should change her mobile phone contract from BT to EE as it was a better deal. He offered to make an appointment for a home technician but R suggested to wait for the hub and discs to arrive or we would be in the same situation as before. 6/ January 31st 2023 (As an aside ) S received a text from BT stating that she had broken her mobile phone contract with BT but would not be charged on this occasion! 7/ February 9 2023 R rang BT again to check on hub and discs to be told that on this package the discs are chargeable and we needed to upgrade to another deal. However a home tech expert would come to check our broadband. Unfortunately she was unable to get into the system to book an appointment. She promised to call back on R mobile (he supplied the number) the following day. 8/ February 10th 2023 S received a text (on her phone not R ) stating BT would call between 10 and 12. 11.55am BT telephoned S, out and about with her daughter. The operative was unable to get into the system again, she was working from home. S suggested she make the appointment and then text us to let us know the status but she said S needed to be on the line to make the booking. She was unaware of the complaint or why an appointment was needed. She eventually decided to try later and promised to call back by the end of the day. The call lasted about 15 minutes but no further call was received. 9/ February 13th 2023 S received a text to say BT would call between 10 and 12. Again no call was received. 10/ February 14th 2023 R called BT to make appointment. Again a 20 minute call but appointment made. 11/ February 16th 2023 S received text saying BT would visit between 9 and 12. 11.30 am Engineer rang to say running late to do our TV installation! 12.30 pm Two contract engineers arrived expecting to install a BT television. They again could do nothing but rang BT for us and BT called back immediately. We explained some of story but it was inexplicable why we had been booked for a TV installation. Eventually we were transferred to sales where the agent could not get into the account as it was locked because we were supposed to be having a TV installed. He told us to call back in 24 hours. To sum up, we are now 4 months down the line, with exactly the same broadband speeds as we had, yet we have an extra £10 monthly payment. There has been a catalogue of errors, misinformation and incompetence which has contributed to an abysmal customer experience. From a customer point of view, the original order for Halo 3 in October should not have been accepted by BT. We should have been advised, being on copper, to sign for the £27.99 contract and avoided the stress and frustration of these last 4 months. However BT operatives do not appear to have the knowledge to give advice on these contracts but seem to be incentivised to persuade customers to upgrade at every opportunity. As previously stated our customer experience has been horrendous and we would never be able to recommend BT as a broadband supplier. We think we should therefore be able to rescind the contract and reinstate the basic deal of £27.99 per month. LETTER SENT TO BT BUT NOT HOLDING OUT FOR ANY HELP