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Welcome to JA.
I am sorry to hear about your situation.
Please note that this is not a chat service therefore you may experience delay.
Please can you confirm whether you and the phone service provider are in England or Wales?
The Consumer Rights Act state service provided must be performed with reasonable care and skill.
Where such service is below standard then the consumer can seek up to 100% of the amount paid to the service provider. Another remedy is repairs to the phone at no costs.
Do you understand what i have stated so far? if yes i will proceed to discuss the next step.
What I meant is the shop that you took the phone for repairs is the party that has potentially breached the law not BT.
Unfortunately i can not call him on your behalf. I only provide suggestions on how to resolve the mater and not actually act on your behalf.
Therefore I suggest sending an email which outlines all the issues with the phone that has been discovered and also remind them about your rights under the law. Demand the phone be repaired and put back to the position it should have been.
Assuming they do not accept your position you can either consider court action or filing a complaint with the trading standards.
with regards ***** ***** action, please return to JA and we can advise on the steps to take. Alternatively you can instruct a lawyer to assist you.
I hope I have clarified the position.
Sounds like you do. Whether you will get a new phone is debatable given the fact the phone you passed for repairs before the issues occurred was not a new phone.
Thank you again for visiting JustAnswer, please let me know if you need me to clarify the answer given.
Thanks and stay safe