Cut off by BT

SIR – BT said it would connect us to a community fibre broadband scheme on May 23, and that our old telephone number would be transferred to Voice over Internet protocol. That date was in fact when BT cut us off completely.

We received Ukrainian refugees on May 21. We have no EE or O2 mobile signal in our house. We have myriad forms on which we have to give our landline number for our new guests, but BT says that it can’t guarantee our number. This is because BT wrongly registered the new fibre to our neighbours, and our neighbours’ to us.

We are told that it is a complex matter to correct this, one that cannot be managed except by teams at the highest level in BT and Openreach. I have written four times to Philip Jansen, BT’S CEO. I’m told we may get connected sometime after June 9.

BT is unfit for its customers. Any company that organises itself in a way that means such an issue can only be resolved by going to the CEO is doomed.

James Miller

Offham, Kent