horrible reliability with internet. 8 months left in contract

londonTiger

I joined bethere on feb 2013 and have about 8 months left in contract.

I'm fed up with the poor reliability and want to make the jump away to fibre which should be more reliable.

Is there anything in ofcome rules which will allow me to break the contract if the service is unreliable. I work from home and it's essential for me to have a reliable connection.

kwikbreaks

Be used to have a good reputation. It's possible the problems lie with your line and not the ISP.

What sort of issues are you seeing?
Have you called support and reported your issues?

londonTiger

kwikbreaks wrote: »

Be used to have a good reputation. It's possible the problems lie with your line and not the ISP.

What sort of issues are you seeing?
Have you called support and reported your issues?

I agree it's the line, it's always the line. But surely it's up to be to realise this and take it up with BT.

Although the service isn't superb, it has its drawbacks, the DNS is atrrocious, with several sites appearing as "server not found" and many loading very slow. I have been using opendns and it works very fast and reliably. The only drawback with them is that they change your url search results and have just paid links i think.

Upgrading to fibre should do the trick as the line from the exchange to the cabinet will use fibre, and the great thing with fibre is that it either works or it doesn't.

So the ISP can't fob you off for having poor quality service because the line is "acceptably bad" and doesn't go below a certain threshold before it's deemed that it needs replacing.

Whenever I call Be, they just up the "noise gain" or whatever it's called. But that just reduces the speed. I'm on the pro plan with £27 (reduce to £13.50 with 50% off first year).

When they increase the noise gain, the speed drops to entry level broadband speeds. I would be annoyed if I had to pay £27 for that.

JJ_Egan

As BE is dead end now i would phone and ask for MAC code .


jje

Timalay

JJ_Egan wrote: »

As BE is dead end now i would phone and ask for MAC code .


jje

The op still has 8 month's of contract left. If they canceled now they would have to pay the remainder of the contract.

Seeing as Sky has bought O2/BE, they may let you jump on their fibre product, for a new 12 month contract with them (without any cancellation fees).

londonTiger

I dont like sky's business dealings and would like to avoid them. EE have a £100 purse to pay off your remaining balance but they require you to switch your phone provider too. I want to stay with BT as we had issues in the past after moving out of BT. So I have me eyes set on BT infinty which sadly does not have the £100 purse to pay off your previous contract.

JJ_Egan

Timalay wrote: »

The op still has 8 month's of contract left. If they canceled now they would have to pay the remainder of the contract.

Seeing as Sky has bought O2/BE, they may let you jump on their fibre product, for a new 12 month contract with them (without any cancellation fees).

I would check that with BE first .
Cancellations@bethere.co.uk

jje

londonTiger

JJ_Egan wrote: »

As BE is dead end now i would phone and ask for MAC code .


jje

it's not as straightforward as that. They are owned by sky and sky very much intends to have customers adhere to the original contracts.

londonTiger

JJ_Egan wrote: »

I would check that with BE first .
[EMAIL="Cancellations@bethere.co.uk"]Cancellations@bethere.co.uk[/EMAIL]

jje

already spoke to their online chat support. They told me that I have to pay them their remaining balance. I'm pretty sure there's an additional £30 to pay on top as well for early cancellation but their support staff was oblivious to that.

penrhyn

The £30 would be the cancellation charge levied by BT if you move without using a MAC, or to Virgin Cable.

macman

If the line issue is between street cab and the property, then a switch to fibre will make no difference at all to reliabiity. It'll simply be faster when it does work.
Any line issue is up to you to report to your line rental provider-nothing at all to do with your ISP. That's like expecting Ford to mend the potholes in the road because you happen to drive one. Report a line fault to BT and don't mention any broadband issues.