BT Broadband problems and contract help

leonc888

Hi, I wonder if any of you lovely people would like to give me some advice please

this is on behalf of my sister.

She signed up to the BT unlimited package as her husband does a lot of gaming and also they use Skype alot so the top package was recommended.

Well all was well for teh first couple of days then they started geting cut off a few times a day and it looks like the router (the black BT one) loses connection to the internet and a red light comes on but it establishes it self again after about 5-10 mins.

They have had many engineers come out and line test done everytime they call up and all is fine and dandy to them so they want take it further but 2 of the many engineers that have come out have seen it when the red light comes on due to losing connection to the internet but cant explain or find what it is and because it comes back on after 5mins it classed as fixed when they leave the house.

my sister tried to cancel her contract and try another provider as its happening many times a day and its important she needs a reliable connection as the skype use is needed as she uses it for work.

BT refused and to them she is using the internet by there records and dont see a problem yet they cant explain the loss of internet.

they have replaced the router a couple of times and 2 engineers have seen the fault happen but no explanation and refuse the cancel the contract.


My sister does not really want to leave if the problem can be fixed but as BT aint fixing this as it does not "exist" the fault.

Any help or advice would be greatly appriciated and if anyone had a problem like this and they fixed it i would love to find out how. OR is she entitled to cancel the contract and if so how would she go about cancelling as BT refused on the phone.

Bit lond winded to read but i think i got everything in there

Thank you :T

macman

Which Homehub (version 2 or 3)?
What is the name of the red light-there are several lights on a Homehub?

leonc888

think its version 3 as it the lastest one they said they sent out (had mulitple routers sent due to trying to fix problem) its the broadband light. (so i presume no internet)

do you think the contract can be terminated as BT can not fix this even tho 2 engineers have seen it happen but BT refuse to cancel contract as the internet is still being used?

macman

If it's a local loop line fault, then switching ISP will make no difference whatsoever.
Is she connecting via ethernet or wirelessly from PC to router? If the latter, try it by ethernet to test. If no improvement, that rules out any wireless issues.
Known working ADSL filters on all active sockets (including Sky boxes)?

leonc888

will test them out thanks

BT_company_representative

Hi leonc888

I have just seen your post and would like to look into this for your sister to see what is wrong, if you check out my profile section you will find my contact details.

Regards David