‘BT won’t refund when its broadband doesn’t work’

My dad faces a £260 bill for engineers’ visits but he has had a painfully slow service for months

My father is 74, severely disabled and in and out of hospital. He has a package for TV, broadband and phone with BT. Unfortunately, the broadband speed at his south London home is so low he can’t use the internet or watch BT Sport (the main attraction). He wanted to leave BT and it suggested a technician come out to see if they could fix the fault. It still hasn’t fixed it (his broadband and BT Sport still don’t work) but he’s now been charged £260 for the visits which we can’t afford. We’ve had more than 16 calls with BT since but are no closer to a refund.

FJ, Liverpool

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