BT broadband takes an age to arrive

I ordered BT Broadband Talk and Surf Plus back in March, agreeing to an 18-month contract. I was at the time connected to Sky which I duly cancelled, got my "mac" number and passed it on to BT. All seemed fine – I was given a change over date for phone calls and broadband, and all the equipment arrived. BT connected my phone when it said it would, but almost three months on I am still waiting for broadband. I have had to have two mac numbers because the first ran out. In total I have been given five dates for connection and nothing has happened. I have made numerous complaints, emailed a number of people, made lots of calls, been given all sorts of promises, each person I have spoken to or emailed has been very courteous and polite and apologised but still no connection. Can you please help? I am at a loss to whom I can talk to at BT. RS, Worcester This is a sorry story, and of a type that has become a common complaint to Bachelor & Brignall in recent months – promised appointments that come and go without anything happening. Happily, once we raised your case with BT, things happened much quicker. BT says the broadband service has now been connected, it has apologised, and is going to refund the charges you paid for your non-existent service. It is now going to call you to discuss and agree compensation for the delay. We welcome letters but cannot answer individually. Email us at [email protected] or write to Bachelor & Brignall, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number.