Help/advice Needed! Paid for 2 years with no servi...

I have been with BT for 2 years since we moved into our first home, paying approx £40 a month for phone line and broadband! When we initially signed up we were asked various questions to see what product would be best for us, we told them we wouldn't be using phone line as we use our mobiles and would only use the wifi for childrens iPad! We were told to download BT app and log into wifi using email and password which we have done for 2 years! The wifi has always been very slow Nd hit and miss but we live in middle of no where so thought it was our area! After 2 years we have decided to start using home phone for childrens school purposes! So we bought phone, plugged it in and no dialling tone! Called BT who sent out engineer within a week! When engineer arrived he asked where is our hub? My response being whats a hub? After explaining how we usually connect to wifi he explained that that's not our wifi and a hotspot! So basically been paying for over 2 years never used land line or Internet due no fault of our own! We were never told about a hub or received one? The engineer told me to call and complain so which I did over 3 weeks ago! The advisor says he would fill in a form and pass on to his manager, but sent is a hub out which is charged us for? The hub has came and I still can't get any internet after spending another 2 hours on phone doing various tests they can't get it working and are sending out another engineer and was told could possibly be charged £129 for! As you can imagine I am furious with? I still haven't heard back from anyone and have sent a complaints form in also! Can anyone give me any advice on where I stand as I'm not very good with technology? Thanks

Hi Emmaburke87,
Welcome to the community forum. I'll be able to take a look at the details of your complaint. Please can you send me in your details using the "Contact The Mods" link found in my profile.
Thanks
PaddyB
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

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