Neverending BT nightmare

propanejoe

Hello all,

I've been a BT Business customer for a decade now - no complaints at all for the majority of this period.

Two months ago I received a phone call informing me that our most recent contract was almost up - the bloke was helpful, laid out what we were currently paying for - ended up saving a small amount. He offered an upgrade to Fibre Optic - I declined at the time, but said I'd consider it and possibly upgrade in the coming months.

48 hours after I recived confirmation of the contract renewal by email, the internet went off. Connection constantly dropping, the router endlessly demanding to be reset.

I called BT, and the engineer told me that there was too much "noise" on the line - I don't know what that means, but neither did he, and he simply told me to plug the router into the test socket and leave it there for 3 days, at which point he'd call me back and see if we'd had any improvement. The drops were significantly reduced, but not eradicated completely, and we also lost use of the phone lines.

So I get back on the phone - we have basic internet, but no phones... the guy has no idea, organises an engineer. The engineer comes to the house and scolds me for being a moron - I've unplugged the phones myself! The wire's in the test socket, of course it'll knock off the phones. I told him that this was just what I was told to do by the bloke on the phone (who didn't ever call me back, as it happened). I'm completely ignorant to the workings of the phone line - that's why I called BT to solve the issue. The engineer switches things back round... we get our phones back, and lose the internet again. He tells me he has his "phone" hat on, not his "broadband" hat, and he can't even begin to look at the internet. £200 bill for the callout (which we didn't pay).

So I'm back on the phone to the internet guys, asking for help with the internet. I'm reprimanded again. "Of course you're problem's not gonna be resolved - you need to leave the wire in the test socket for 10 days. That's the only way the noise issue will be resolved". So it's either no phones, or no internet... and I'm severly sceptical that his proposed solution will work at this point.

Any alternative solutions? "Upgrade to Fibre Optic. That will 100% resolve the issues you're having".

It's worth noting that I would have preferred to have switched provider at this point, but nobody would tell me what the charges would be for doing so soon after renewing the contract (a contract I have never been shown - all I have is email confirmation that it exists).

So now I'm on Fibre Optic, wit a brand new BusinessHub router... and I'm STILL experiencing connection drops five or six times a day on all devices connected to the broadband. I'm also running connection tests and finding download speeds vary from 74mbps down to 2mbps... should Fibre Optic not be consistent (not to mention the fact I'm a Business customer and shouldn't be throttled regardless)?

Can anybody help me out here with some insight as to why the connection is dropping so much?

forgotmyname

If you unplugged the phones and only put the modem/router in the test socket they would not have been able to call you back.

Fibre will drop the connection and reset itself for a couple of weeks after the initial install.

How many phones do you have on the line?

.

propanejoe

forgotmyname wrote: »

If you unplugged the phones and only put the modem/router in the test socket they would not have been able to call you back.

Indeed...

forgotmyname wrote: »

Fibre will drop the connection and reset itself for a couple of weeks after the initial install.

How many phones do you have on the line?

.

Two, via seperate extensions.

JJ_Egan

So now I'm on Fibre Optic, wit a brand new BusinessHub router... and I'm STILL experiencing connection drops five or six times a day on all devices c
I had the same after 3 OR guys found no fault an reset a BT guy came out and said the master socket had been wrongly connected as the internal phone connection was to the internal fibre connection .
Since reset rock solid.

BT_company_representative

Hi propanejoe & JJ Egan,

I'm sorry for the problems you guys are having. I can help get everything sorted out from here. You'll find my contact details by clicking on my profile.

All the best,

Robbie

terra_ferma

I too had problem in the past, with my phone, but all good since. I was tempted to take up the offer of free bt sports they have on at the moment, but after reading this and many other posts on the internet, I've decided it's not worth the hassle.