BT Broadband nightmare

andymarra

Hi,
Hoping I might get a bit of advice from you all, as I'm having a nightmare with BT at the moment. 
I switched from Virgin to BT in December 2019 and immediately had problems with the broadband, which, to their credit, was resolved promptly. Then, approximately every few weeks since end April 2020, I've had intermittent issues with the broadband. I get poor wifi upstairs in my house, which is incredibly frustrating as i didnt have the issue when I was with Virgin, but i know BT only guarantee speed to the Router. This isn't the main problem though; the BT Superhub itself just starts flashing yellow and i lose all connectivity for a few minutes, and this can happen a few times in an hour and then be fine after. I've had 3 engineers out who all have claimed to have fixed it, then I've had all new kit sent out to replace what I had, but I'm still getting the same issue. 
At this point, I just want to leave as its costing me time out work for engineer visits as well as losing work etc when the internet is randomly disconnecting like this. They dont seeto be entertaining that at all though and all they say is they'll just keep sending engineers out. Surely that can't be all they can do when I'm paying a lot of money a month for this? They offer a 90 day stay fast guarantee which basically means if they don't fix your speed within 90 days you can leave for free, but I would say not permanently fixing a problem within 4 months should b covered as well, or at least result in a reduction in the cancellation fee? 
Any advice that anyone could give on how to handle this would greatly appreciated.

Thanks, Andy

Cloughy

Do you have slow broadband speeds too? I'be found out recently that the distance from the serving cabinet can have a huge impact on the service, maybe it affects reliability too. 

andymarra

If i'm in the same room as the superhub, my mobile phone speed test picks up near to what I'm supposed to, but obviously as I move further away the signal is worse. I was originally getting very poor speeds upstairs, but they since sent out new kit, which resolved the speed issue but not the reliability as i'm still experiencing complete drop offs. As this has happened for 4 months, and numerous engineer visits have not fixed the issue for more than a day, would it be unreasonable to ask to get out of my contract? It's been less than a year since i signed up with BT and had nothing but problems. Don't get me wrong, they are happy to send out engineers quickly, but it surely gets to a point where i cant keep just waiting on engineers each month chasing a solution?

JJ_Egan

You are going to need to ask the BT complaints team to let you out of contract .

Reads as you have a faulty line ,so dont move to an ISP using that line .

andymarra

It's £450 roughly to cancel my contract now; whats the chances of them letting me out of that do you think? Anyone had much experience with their complaints team? 

dc_scotland

andymarra, I don't have any experience of dealing with their complaints team, but I have on several occasions over the years had connection issues resolved via the BT Community Forums.  If you post there, initially other BT users will try to assist and advise.  But if no progress is being made, the forum moderators are usually alerted and intervene.  Those guys are based with the BT Digital Care Team in Enniskillen, and I have always found them excellent at resolving issues.
https://community.bt.com/t5/Broadband/ct-p/BB

JJ_Egan

Actually CS ( or those that pick up a problem ) are all over the place even got one from BT Research centre on my case .