Broadband provider can't provide a proper service: advice on switching

Carrot007

GreatBritain wrote: »

Oh ok I thought this was simply consumer advice.

But why exactly do you need proof before giving advice? I don't get that. I can't prove anything, and even if I'm wrong or lying, it doesn't matter if you give me advice because I won't or can't use it if I'm wrong.

Because what use is consumer advice if you are wrongly indicating your position? ("I want advice on this but I am not in this position").


You added you cannot upload stuff. but speed is ok. Latency does not stop you doing these things. You problem is moved to unknown and needs diagnosing before you take further action on assumptions.

GreatBritain

Also just to clarify, BT themselves admitted there is nothing else they can do. It's not as though they've said 'until you try this and this, we're not responsible'. They literally gave a few troubleshooting steps, and said that once these have been exhausted there is nothing they can do. So they themselves have admitted they can't rectify the problem.

Carrot007

GreatBritain wrote: »

Thank you, this post is really helpful, but I have a question; why is it not the fault of the ISP if I can't connect to wifi?

Because wifi is out of their control.


If (as an example) you have a stone cottage you will need a repeater in every room to get anything. They only provide 1 wifi router.


In the room with my computer there is a combi boiler in a recess cupboard. This prevents wifi in the room. They also cannot control t his.


Wifi is down to your property and the purchase of repeaters etc if needed.

GreatBritain

Carrot007 wrote: »

Because what use is consumer advice if you are wrongly indicating your position? ("I want advice on this but I am not in this position").


You added you cannot upload stuff. but speed is ok. Latency does not stop you doing these things. You problem is moved to unknown and needs diagnosing before you take further action on assumptions.

Because I am asking advice in the case that I am in that position. That's what I mean. I completely agree with you. The problem is unknown right now, so this plan that I described from the start would only happen IF the problem was proved, and it was the fault of the ISP, BT. It's not like I'm going to say 'Well something's not working so I'm leaving and doing a chargeback'. My question is, which people are misunderstanding:

Once I've proved the problem, and if the problem is to do with BT, and they refuse to let me leave without payment, would chargeback be appropriate? It would be the quickest option, and then I assume I would be legally entitled to do so. But making a complaint to the ombudsman would be more reasonable yes?

Carrot007

GreatBritain wrote: »

Not every device can use ethernet, nor is it always practical to do so. If there is something wrong with the service, how can the ISP get away by saying 'oh well the tests show up as normal so it's not our fault if everything is laggy and the internet is not strong enough to do certain things'

Becasue they priovide internet to the router only. WIFI is a function of ther router that may or may not work in your environment.


They donl't exactly provide top of the range equiptment. It just something that works for a lot of people.

GreatBritain

Carrot007 wrote: »

Because wifi is out of their control.


If (as an example) you have a stone cottage you will need a repeater in every room to get anything. They only provide 1 wifi router.


In the room with my computer there is a combi boiler in a recess cupboard. This prevents wifi in the room. They also cannot control t his.


Wifi is down to your property and the purchase of repeaters etc if needed.

Well as I've said, the issue happens even when I'm close to the router. The issue happens even with an ethernet, which rules out wifi being the issue.

Carrot007

GreatBritain wrote: »

Also just to clarify, BT themselves admitted there is nothing else they can do. It's not as though they've said 'until you try this and this, we're not responsible'. They literally gave a few troubleshooting steps, and said that once these have been exhausted there is nothing they can do. So they themselves have admitted they can't rectify the problem.

However I cannot see what you exact problem is yet, if you told us what you told them they know nothing.

GreatBritain

Carrot007 wrote: »

However I cannot see what you exact problem is yet, if you told us what you told them they know nothing.

I've explained the problems I've been having, I don't know how to explain it any further.

Also, reviews for ombudsmen appear to be terrible. Perhaps I should phone citizens advice or something?

Carrot007

GreatBritain wrote: »

Well as I've said, the issue happens even when I'm close to the router. The issue happens even with an ethernet, which rules out wifi being the issue.

Ok so it's not wifi, but you say the speed is fine, is it just a bad route to some services? Is it everything?


Regardless of wheather it is the issue they wil lexpect you to be using wired and the master socket for all tests. Are you?

Carrot007

GreatBritain wrote: »

I've explained the problems I've been having, I don't know how to explain it any further.

Also, reviews for ombudsmen appear to be terrible. Perhaps I should phone citizens advice or something?

Again you have not given the info.


What is your connection speed? Both up and down from the router and a speedtest on your machine. (speedtest will also give a latency score).



What game and what server are you connecting to, some just suck or are a bad idea. All I can see is you have said games are laggy? Define laggy ias the context of the game.


You say speed is good, have you tried a vpn?