Exiting Broadband...if I want to!

grbren

So, my broadband provider have been unable to resolve an issue at the junction for some time now and have offered me the option to leave the contract. 

Do I have to take this offer?

Am I just going to encounter the same issue with a new provider because the issue is at the junction, not my home. Also, the provider is side stepping any conversation about compensation and acting as if I'm being rewarded by having an offer to leave. 

Are they just avoiding dealing with the issue and not doing their jobs?

Neil_Jones

This is documented at Ofcom/'s website:

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/broadband-speeds-code-practice - "If your service doesn’t deliver the speeds you were promised by your provider, get in touch with them. If the problem is on their network and they can’t fix it within 30 days, they must let you leave your contract without having to pay an early exit fee."

Is what I presume you're referring to, as I can't see any other reason why you'd have a get out clause.

The issue will almost certainly continue with the next provider, assuming this is a provider that uses a normal phone line.

grbren

Thanks Neil, 

I guess what I'm wondering is A) if it's worth bothering to change just to have to deal with the same thing elsewhere (pretty much answered above) and if I decide I'm not going to change, if my current providers can cancel on me or anything similar. 

I don't see much point in cancelling with them right now.

QrizB

grbren said:

I guess what I'm wondering is A) if it's worth bothering to change just to have to deal with the same thing elsewhere

There are small, boutique ISPs who pride themselves on getting OpenReach to fix network problems.

One example is Andrews and Arnold (there are others):

https://www.aa.net.uk/

They're not cheap - you might be looking at £35 a month or more - but they'll have a better chance than most to fix your line.

What's it worth to you?

littleboo

do you have any other infrastructure providers available to you, or Openreach FTTP?

matelodave

what is the issue?

f you are a long way from the exchange or cabinet or the cables are in a poor condition and FTTP is just over the horizon, then its possible that OR aren't going to put a significant amount of effort into solving the problem, even if you did go to another provider.

What sort of service is your provider offering compared to what you are getting. (before we had FTTP we were offered 1mbit/s and got 1.8mbits because that was the best that the infrastucture could manage)

Have you checked the BT Wholesale Broadband Checker to see what it thinks is possible at your location, bearing in mind that its still only an estimate. https://www.broadbandchecker.btwholesale.com/#/ADSL

Suzycoll

grbren said:

So, my broadband provider have been unable to resolve an issue at the junction for some time now and have offered me the option to leave the contract. 

Do I have to take this offer?

Am I just going to encounter the same issue with a new provider because the issue is at the junction, not my home. Also, the provider is side stepping any conversation about compensation and acting as if I'm being rewarded by having an offer to leave. 

Are they just avoiding dealing with the issue and not doing their jobs?

Are Virgin in you area ? - they do not use Openreach 

phillw

QrizB said:
There are small, boutique ISPs who pride themselves on getting OpenReach to fix network problems.

I'm not convinced that any ISP can persuade openreach to do anything they don't want to.

Without knowing what the issue is, it's hard to speculate.

If 5g broadband is available then that might be a better option.
 

grbren

Hi all, 

Thanks for all the comments and advice so far, really appreciated. 

UPDATE:

So, I spoke to Ofcom about how to deal with TALKTALK (I won't bore everyone with the ridiculous service I have experienced, so that's a whole separate complaint process). However, Ofcom agreed with most comments above, in that even a new provider will face junction issues, so switching is pointess as it's up to the provider to get BT to fix things. Therefore, I'm dealing  with TalkTalk and will just stay put. 

All providers try to claim that they can offer 70gb etc, but having spoken to the BT engineers the max possible is 35gb so that's clear at least. I'm relatively close to the junction so 35gb is pretty consistent as long as there isn't a problem at the junction. All in all, the issue is not with my home or the equipment in it and any blips or issues are a case for the provider to hassle BT to fix. 

Obviously they don't so I get the fall out of that, but at least I know what to do and where to put my efforts. If the CISA and ADRS process comes to fruition I'll come back with some advice and tips from that. 

Thanks again all for the comments, links and advice. No doubts they will be very useful when its time to renew my contract.