BT Broadband Problems

Dorbs

Hi all,

I've been with BT Broadband (infinity) for roughly 3 months. on the 19th May my broadband stopped working. I called the support line and spent an hour waiting to talk to someone. When I got through, they ran me through a series of checks (test line, unplugging cables etc). They then told me that this issue was caused by some engineers doing work in my area and it would be resolved by the Friday.

It fixed itself the next day, and then dropped out again.

I went on holiday on the Friday, and came back on Tuesday. When I got back, it was down again. I contacted BT, the person on the phone tried to get me to run through the exact same checks again but I told her i'd already done this once. She said she'd assign this to the technical team, who would monitor the problem over the next 2 days.

It's now Thursday, and I received a call from their 'technical' team this morning. He told me that he'd spoken to the engineers and he would call me on Monday 30th to provide me with an update. At no point have they said what's wrong, or what they are doing about it. No engineer visit has been scheduled.

By Monday, it'll have been 11 days with intermittent/no broadband at all. Luckily, i'm not on call, but 1 week in 4 I provide out of hours support in my job that requires me to have internet access, to connect to my work network via vpn. If i was on call this week, i'd have had to have moved in with my parents or stayed at a friends to get internet access. I've tried telling them this and the only reply I get is 'you'll get refunded for the days it's been down'. Their social media team are just constantly telling me 'sometimes it can take longer to fix'.

I'm venting with no real point here other than I am so annoyed at their service. What options do I have here? I'm tempted to just quit and go to another provider, could I force my way out without paying any early termination fees or will they win that battle?

JJ_Egan

Unless you are paying for a business service all you will get is a refund .
You can cancel and pay the balance of your contract . Fail to pay and its passed to debt recovery and your credit record is trashed for 6 years .
Move to another ISP unless its VM cable and the problem is the same as its the same BT line and fault .

Really if its a must have then you need a backup plan .