BT help, BT — help!

BT help, BT — help! 

I wonder if readers will think I am paranoid in seeing a possible malfeasance in the following story.

I get a crescendo of letters and emails from my Internet Service Provider (ISP, namely BT) suggesting I upgrade to 'Infinity Broadband'. (I ignore these as the 15 megabit/s download rate is sufficient for my needs). The last email from BT said they would waive the conversion fee of £50 if I decided to upgrade before 23rd June. Then my hub becomes disconnected from the internet for two or three hours on Sunday afternoon, which is distressing because we spent several wasted hours trying to transfer money in Mexico. Then we are connected again, till Monday noon. Then disconnected again during Monday afternoon when the Mexican banks become open (BST+6hrs).  I phone the helpline and a young welsh woman spends some 45 minutes “running tests” all of which come up negative. So BT say there is “no fault” and therefore no way they will replace or upgrade my hub free of charge. 

The only remedies she could offer were (a) to replace at a cost of £50 the hub(1) I currently have and remain on the same monthly contract as at present, or (b) upgrade ‘free' to a new hub(2) and contract at a considerably higher monthly cost, or (c) a mixture of the two whereby I pay £20 to come onto a moderately raised monthly rate. 

I say there certainly is a fault; and the service, for which BT and I are contracted, is failing, with no apology from BT and no mention of compensation. Not only that, but BT has failed to find the fault, and thereby wasted another hour of my time.