BT broadband... appalling service

Mystikniteshade

I moved into a new property 3 months ago and we took out a new contract with BT for broadband and phone. Right from the get go, the internet connection has been pretty unreliable. It drops out numerous times throughout the day. We have been in contact with BT several times to try and fix the problem - we have had to change settings, had all sorts of tests done and had an engineer fix an apparent fault on the line. Despite this, we are still have problems on a daily basis. My husband rang them today having finally had enough. They would not accept any responsibility and wouldn't allow him to cancel without penalty.

Surely if they are not providing a service which we are paying for, they are not upholding their end of the contract?

JJ_Egan

Have you used your BT Members Community Forum ??
Often can get a top level CS involved .

Are these problems with WiFi connected devices ?? . If so the first step is to eliminate problems at your end .

NeillB

I think the complaints procedure around estimated speeds being provided/not provided is in its infancy and only a few companies are signed up but theres more knowledgable on this forum that can tell you better. I had to complain to the chief executive (mine was a customer service complaint and not a technical one) who passed me onto his "executive level complaints team" who were useless. Ended up having to go through the ombudsman to get things sorted. BT are quite possibly the worst company I have ever dealt with. I wish you all the best getting things sorted out. The ombudsman will not get involved until the ISP has exhausted their own complaints procedure. I had to get a deadlock letter from BT to be able to get anywhere.