BT Broadband - delay with Fault repair - Want to Cancel Contract

dvines

Dear all,

I'm currently with BT total Broadband, changed about 6months ago.

There's been a fault on my broadband for about 10days now, whcih menas I have no service.

They have sent an engineer out and the fault seems to be at the exchange yet it still has not been repaired. I have been phoning the Indian call centre, the advisors are always difficult to understand.


I get constantly sent round in circles "we will speak to the engineering centre and call you back" and seems so far it seems to take about 2 days to get an engineer out...

I actually want to cancel as the customer service is so poor (and not understandable), and the delay without service so long, and there are cheaper services out there but I am on a years contract (I paid the phone line rental for the line one year in advance).

How do I go about doing this without incurring a fee (and possibly try to get my unpaid line rental back) as I feel they are in breach of contract for not providing the service, and if it happens again I really dont want to go through this again.

I also have phone as part of the package and am happy to cancel that too.

penrhyn

Its of no help to you but, whoever supplies your phone and broadband ( unless its cable or you live in Hull) its always BT Openreach who maintain the line and exchange equipment.
Changing ISPs will not solve your problem.
You can only try to escalate the problem within BT retail.

cookie_monster

I know what you are going through dvines, I have had numerous faults with my BT broadband whereby it drops connection every so often. Phone the bt helpline and always get to indian call centre who always read off a script, so pee'd with BT. Have been with them for over 10 years and lately the service has been terrible.

macman

You should ask for a credit for the downtime, it won't be given automatically. But, since there is no SLA on a residential contract, you cannot use this as grounds to void your contract-and (as pointed out above), the same problem would remain even if you did switch supplier.

Gordon_Hose

Faults are unpredictable and sometimes extremely hard to fix. Faults are not grounds to cancel your contract. And, as has already been said, BT Openreach are sent out to repair faults regardless of the ISP you have chosen.

BT_company_representative

Hi dvines

I have just seen your post and would like to look into the fault that you have and help get it sorted out, if you would like me to help just checkout my profile section were you will find my contact info.

Regards David