cancelling my bt as i believe they are in breach of contract

pb2009

hi there mse first post although been a follower for a long time

ok i will set the scene having finished my 12 month contract with sky for my telly broadband and phone line (july) not having any problems with them decided to change to BT for my phone and broadband because of getting all the free to view sky channels so had new bt working in july top package with home hub2 all the gubbins thats when the problems started and have been ongoing since after multiple home hubs,enginner visits and phone calls to call centres on the other side of the world everyone knows where they are im still no closer to resolving the issue still have the dropping internet connection that comes and goes more often than the buses around here. i have asked bt for my mac code as i want to move elsewhere and all i get is you will have to pay cancellation fee . however the last engineer i had from openzone who are nothing to do with bt didnt know this told me that there is no faults on the line or at the exchange and the problem is the profile bt have given me and got through to them to tell them this as did the engineer and they said ok we will reduce the noise ratio (i've lost count of how many times they have done this) can i cancel without the fee as they are not providing a good enough service?

many thanks

paul barkley

(mse Noob)

kwikbreaks

Probably not.

I'll clarify a little of what you've said so you can have a better understanding of what your problem probably is.

BT is no longer a single company as it was forced to split into different independent divisions (something to do with competition).

Your ISP is one part of BT and are like any other ISP in that they pay BT Openreach (not openzone) for the use of your phone line and to maintain it - they are the white van men you see up poles, down holes, and fiddling around in the green boxes. They also pay BT Wholesale to get your internet connection from the exchange to their datacentre which is connected to the internet backbone.

The ruibbish bit is the BT Wholesale part. That system is (imo) massively overpriced (meaning resellers can't compete with LLU operators) and overengineered with horrible slow acting line management which is probably the cause of your current problems.

You need to be able to check your router stats..
http://www.kitz.co.uk/adsl/frogstats.php
and also research improving your internal wiring by either fitting an iPlate or removing the ring wire
http://www.kitz.co.uk/adsl/socket.htm

You will probably find that either problems with your line or internal wiring has casused your default target noise margin to be elevated from the default 6dB by the BTw system. A low speed resync cause by a temporary glitch will have also dropped your IP profile - shown here http://speedtester.bt.com/ if you can get the useless thing to work. Eventually both will recover so long as you have fixed any issues with your internal wiring and there really is no problem with your phone line.

Assuming your Sky broadband was their LLU one and not Sky Connect you have moved from one of the best BB providers to one of the worst. Unfortunately I think you are probably stuck with them unless you buy out. If you do that then ask back here for advice on ISPs before signing up with another lemon.

pb2009

having openreach (oops too many opens lol) enginners twice yesterday both confirming that there was no problems with the noise margin or amything no problems with wires in and out of house i pretty much sit ontop of exchange and when my bb works i get lovely 19mbs DL speed the latest engineer said having been working on bb since its roll out many moons ago 9/10 it is the profile at bt's end however they will not admit this and go on about the noise ratio i was waiting for a phone call back from one of thier managers who said he would get back to me within a couple of hours this was at 16:00 yesterday any other suggestions i'm looking at orange to supply both phone and bb as i have a mobile with them they have offered me 20 mb dl 4 mb ul truly unlimited dl and also free anytime phonecalls all for £21 a month first 3 months £15 and a £20 amazon gift card what are your opinions

kwikbreaks

I gave you a link above to check your IP profile. Whatever it is it will readjust to the correct value within 5 days so long as your line is stable. If it fell then your line isn't stable and you need to follow the other advice I gave you. Moving ISP will not fix problems with your line. Don't trust Openreach engineers either. I've had line problems and had 4 visits so far. I'm not 100% sure it is fixed even now.

Orange do not have a good reputation either.
http://www.dslzoneuk.net/isp_ratings.php

Check your LLU options - http://www.samknows.com/broadband/search.php If you see Be/O2 then they are the ones to choose. Do it through Quidco for cashback. They get poor ratings in that chart because the LLU and IPstream product are combined for rating and the IPstream product is dire.

pb2009

having checked all stats all seems fine in there (head scratching) openreach replaced my box yesterday with all new stuff so cant see how it could be that still having the problem hint the long delay between response GRRRRRRR

pb2009

well a manager has just phoned me and informed me that the problem should now be resolved going to monitor it for 2 hours then they are going to ring me back and aslong as there is no more problem they will issue me with my mac code and a compensation offer if this does happen is still to be seen i dont care about compensation just want to get away from them, will keep you all posted