BeFibre

kayem12

Ergates said:

Are you using the (probably mince) router that BeFibre  (assuming the did), or your own one?

We were issued with a new router by BeFibre - a Heights HT-6766BE

powerful_Rogue

kayem12 said:

Ergates said:

Are you using the (probably mince) router that BeFibre  (assuming the did), or your own one?

We were issued with a new router by BeFibre - a Heights HT-6766BE

Reviews of that router are not good, especially for WiFi. That's what your issue is.

Ergates

kayem12 said:

Ergates said:

Are you using the (probably mince) router that BeFibre  (assuming the did), or your own one?

We were issued with a new router by BeFibre - a Heights HT-6766BE

OK.  Do you have an alternative router?  e.g. The old Sky one?

Presumably you switched from Sky to Befibre for *some* reason?  (e.g. cheaper?  Faster advertised rate?).
Things like connections dropping aren't caused by the "quality" of the connection to the house, they're caused by the router.

It *sounds* like the sky router you had previously was better (or just better suited your particular set up) than the one you have now.

Therefore the best solution isn't necessarily to try to get out of the broadband contract - it could just be to get a better router

A_Geordie

kayem12 said:

How can we leave within 30 days if we have to give them 8 weeks to resolve the issue before a “deadlock” letter can be issued? 

So say the T&Cs: 

23. Be-guarantee
23.2 Your 30 day Be-guarantee of happiness starts on the date of your successful broadband installation. If you have a technical issue we cannot fix and you have given BeFibre reasonable chance to resolve this and you are still unhappy, at the end of the proceeding 30 calendar days, you can leave without incurring any early cancellation / termination fees.

23.3 You must notify BeFibre of your decision to cancel, after the first 30 days but no later than 10 calendar days after the end of your 30 day Be-Guarantee period.  You’ll be sent via the post a free Router returns label. It is your responsibility to package and return your router securely and safely to the provided address. Failure to return your Router within a reasonable time, 21 days, may result in you being charged our “unreturned router charge” of £100.

born_again

kayem12 said:

A_Geordie said:

kayem12 said:

BeFibre state that the speeds they promise are based on speeds from a hardwired connection to the router and not from wireless connectivity. 

BeFibre also state that they don’t guarantee connectivity (wireless).

That's correct. The guaranteed speed is usually from the master socket (or test socket if there is one) which is where the line technically starts from the outside. Everything past that is a customer responsibility.

Having said that, you've not described whether the connection drop outs are wireless or wired connections, or both. Some internet provider offer pretty rubbish routers in terms of house coverage but then again if you have thick walls or if you have a large house and trying to connect to your wifi downstairs whilst the router is upstairs, then that is likely to be a problem, which I think the onus is on a customer to resolve. 

The wifi coverage should be a reasonable distance but unless it's been advertised or stated as part of your ordering process, that the wifi coverage is X, then I don't think you have much to complain about, other than to try using other methods such as purchasing your own router and using it as an extender or ordering powerline adaptors that work off your plug sockets.

That all said, there seems to be a 'BeGuarantee' which says if you're not happy and Be have tried to resolve it, then you can leave as long as you give notice to cancel within 10 days after the 30 day window starting from when your internet was installed/activated.

We have the same router placement with BeFibre that we did have when we were previously with Sky and yet we didn’t experience any of the problems we are experiencing now with BeFibre when we were with Sky.  The router is situated upstairs in the property, as it was when we were with Sky.  We were advised to split the connection into two bands so we have a 2.4g band and a 5g band.  The issue is with the 2.4g connection dropping off (not visible when you search for available networks) which can only be resolved with a reset of the router.  

My question is around my consumer rights given that we can’t rely on the connectivity and we aren’t getting  anywhere near the speeds promised by a full fibre network.  Maybe I should have looked more closely at the small print, but to be promised full fibre speeds but only getting download speeds of 100Mbps and upload speeds of 80Mbps is massively disappointing.  The two things you want from your provider, speed and connectivity are constantly letting us down and I would leave BeFibre in a heartbeat if we weren’t tied into a 18 month contract.

I think you are looking at needing range extenders/signal extenders for the WiFi signal.
Which of course no ISP guarantee.

Your problem, is not their network, but your internal setup. Can you run a cat 6 cable downstairs for a direct connection?

eskbanker

kayem12 said:
The issue is with the 2.4g connection dropping off (not visible when you search for available networks) which can only be resolved with a reset of the router.

If your issue is loss of connectivity between wi-fi devices and the new router, rather than between the router and the outside world, then yes, it is going to be tricky to pin that on the broadband supplier, if they can demonstrate that the router's broadband connection isn't affected, although you could argue that they should issue a replacement router.

Do you still have the Sky router, and, if so, can it be tweaked to act solely as a wi-fi access point when cabled to the new one?

kayem12

eskbanker said:

kayem12 said:
The issue is with the 2.4g connection dropping off (not visible when you search for available networks) which can only be resolved with a reset of the router.

If your issue is loss of connectivity between wi-fi devices and the new router, rather than between the router and the outside world, then yes, it is going to be tricky to pin that on the broadband supplier, if they can demonstrate that the router's broadband connection isn't affected, although you could argue that they should issue a replacement router.

Do you still have the Sky router, and, if so, can it be tweaked to act solely as a wi-fi access point when cabled to the new one?

Unfortunately, we had to return the Sky router when we left them so we no longer have it.  I’ve asked BeFibre if a router replacement is an option. Waiting on their response.

kayem12

born_again said:

kayem12 said:

A_Geordie said:

kayem12 said:

BeFibre state that the speeds they promise are based on speeds from a hardwired connection to the router and not from wireless connectivity. 

BeFibre also state that they don’t guarantee connectivity (wireless).

That's correct. The guaranteed speed is usually from the master socket (or test socket if there is one) which is where the line technically starts from the outside. Everything past that is a customer responsibility.

Having said that, you've not described whether the connection drop outs are wireless or wired connections, or both. Some internet provider offer pretty rubbish routers in terms of house coverage but then again if you have thick walls or if you have a large house and trying to connect to your wifi downstairs whilst the router is upstairs, then that is likely to be a problem, which I think the onus is on a customer to resolve. 

The wifi coverage should be a reasonable distance but unless it's been advertised or stated as part of your ordering process, that the wifi coverage is X, then I don't think you have much to complain about, other than to try using other methods such as purchasing your own router and using it as an extender or ordering powerline adaptors that work off your plug sockets.

That all said, there seems to be a 'BeGuarantee' which says if you're not happy and Be have tried to resolve it, then you can leave as long as you give notice to cancel within 10 days after the 30 day window starting from when your internet was installed/activated.

We have the same router placement with BeFibre that we did have when we were previously with Sky and yet we didn’t experience any of the problems we are experiencing now with BeFibre when we were with Sky.  The router is situated upstairs in the property, as it was when we were with Sky.  We were advised to split the connection into two bands so we have a 2.4g band and a 5g band.  The issue is with the 2.4g connection dropping off (not visible when you search for available networks) which can only be resolved with a reset of the router.  

My question is around my consumer rights given that we can’t rely on the connectivity and we aren’t getting  anywhere near the speeds promised by a full fibre network.  Maybe I should have looked more closely at the small print, but to be promised full fibre speeds but only getting download speeds of 100Mbps and upload speeds of 80Mbps is massively disappointing.  The two things you want from your provider, speed and connectivity are constantly letting us down and I would leave BeFibre in a heartbeat if we weren’t tied into a 18 month contract.

I think you are looking at needing range extenders/signal extenders for the WiFi signal.
Which of course no ISP guarantee.

Your problem, is not their network, but your internal setup. Can you run a cat 6 cable downstairs for a direct connection?

I guess we could do that but I didn’t have to when we were with Sky so I don’t see why we should have to now.  Based on responses from othered, the consensus seems to be that the router is the problem so I’m hoping BeFibre will consider swapping it for a different one to see if that solves the problems.