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How to cancel BT broadband and receive a refund

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jacksoc84
jacksoc84 Posts: 1 Newbie
edited 19 January 2017 at 12:10AM in Broadband & internet access
I signed up to BT's basic broadband deal just over two months ago. In that time I've experienced prolonged outages at least 10 times, in addition to shorter outages and slow speed (I was told I'd be able to get up to 10 MB/S but barely get half that). They've sent out an engineer once (when it failed for several days), and sent us a new router as well, but neither has fixed the problem.


Every time I report the fault, which is always the same, I've to start afresh, telling a new customer service rep the same stuff I told the previous one. It's extremely frustrating, and I've lost my temper on a couple of occasions, which is rare for me. I thought I was getting somewhere with one rep, who reported to me that it was an issue with the line, something I long suspected, but alas I've still the same problem.


I can't hack it anymore. I want to leave ASAP, and I want a full refund. Like most customers, I don't read the minute details of my BT contract, but what I do know is that BT has an obligation to provide fast, reliable broadband as advertised. Given how many faults I've logged, and the speed we've measured, they've not provided either.


Can anyone tell me how best to proceed, and what steps to take to bring my BT nightmare to an end?

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