BT causing me to lose my hair!!!

Idle_Jim

Absolutely fed up to the back teeth with BT. Here's my story in a nutshell, would appreciate any advice as to how best to proceed.

I've had BT for Broadband, Phone line, BT Sport etc since May 16. Almost immediately I struggled with connection issues on the Broadband. Devices kept dropping the wifi signal (they work fine elsewhere), multiple resets needed, etc. etc.

Have called many times and been through the usual series of tests with no solution found.

In October 2016, BT sent an engineer, who supposedly fixed a fault with the phone line. The Broadband issues however continued and in fact got worse. It's usual for me to have to reset computers, hub, phones etc. 10+ times a day because the signal keeps dropping out.

In January a chap from BT told me the only way to fix the fault was to send me a new BT Hub 6. He said he would send one on the proviso that I entered into a new 12 month contract. It didn't register with me at the time, but I'm not completely happy that this is best practice for fixing an acknowledged fault. I agreed at the time and so a new contract was formed.

The new hub never arrived. I have spoken to them weekly since the January call and been told each time that the new hub is on its way. The Tracking links in the various emails they have sent say that the order is complete, although just below it also says awaiting despatch. 5 weeks have passed, almost 10% of the contract term.

I called again today. In fact I have wasted 2hrs and 5 minutes of my life on the phone to BT today, been passed around the various teams, explained my situation and grievances to no less than 7 people, and now to top it off been put on an endless hold, 22 minutes I think since I last spoke to a human.

I'm told that even though they have not provided the goods as agreed, and even though they are not providing the service I am paying for, should I wish to cancel I will be held to end of contract charges into the £hundreds.

I'm massively frustrated. If I believed they could fix the issue, I would feel better, but the last 8 months show me they simply can't. I simply want to rip up the contract (that they are not currently honouring) and part company with BT, without having to pay them £400 or so for the privilege.

Does anyone have any advice, or indeed similar experience that was successfully resolved?

Al_Ross

Surely your broadband cost from BT is due to rise, I believe the prise rise is across the board. This would entitle you to break from your contract penalty free. Did you get an email yet?

JJ_Egan

Have you used your BT Members Forum ??##This reads as a WiFi problem not an actual internet connection problem .
Have you done all the usual WiFi problem solving set channels etc . Turn off Smart Switch in the router .
You should have a home Hub 5 and the WiFi on that is good HH 6 is better .

Browntoa

Ring up and say "complaint" not "broadband"

They told me straight away the it was my hub but I knew it was the line despite passing the line test ...... Low and behold , after openreach visit and retermination of the pair in the cab , no drop Outs