This topic

Right to exit removed

MickeyETC — Tue, 29 Sep 2020 22:06:23 GMT

After having really slow internet since the engineer was last out at my property and nothing has really improved. i was getting buffering last night and was unable to get any tech help as they go to bed at 10 pm.

I did the BT test routing and after it had final completed it said my internet was below my guaranteed speed and i needed to contact tech. Further reading down the paper trail i noticed that i can no longer exit my contract as i have not contacted BT??????? what's this all about?

Re: Right to exit removed

iniltous — Wed, 30 Sep 2020 09:02:44 GMT

That suggests to me that you currently cannot request to be released from contract using ‘poor performance’ as the reason , as they don’t have any ‘performance’ data on which to base any request.
Are you using the BT supplied router , I’m guessing that if someone uses their own router , BT don’t necessarily have performance data, so if a customer called and said , ‘ my service is below the guaranteed minimum and has been for ** days, so let me leave ‘, BT would only have the consumers word for it, no ‘evidence’ as such.....if it’s not a third party router , perhaps the usual info is for some reason missing.
I suppose the thing to ask is are you looking to use poor performance to get out of ETC’s, or just looking to get you service back upto normal.

Re: Right to exit removed

MickeyETC — Wed, 30 Sep 2020 10:42:48 GMT

The service is not fit for purpose at night times, I get buffering whilst watching UHD/1080p films and I have been told that over the last few weeks my Bandwidth has been up and down constantly, this was told to be by a tech lady yesterday. She is unsure why I am getting the exit thing but has stated but i will be contacting retentions later today to inform them of my intent to leave if this problem is not sorted in the next 30 days as i am free to leave my contract after 30 days if they have not fixed my issues. There is a Openreach guy coming soon to do all his necessary checks, but like the other 3 times he has come nothing substantial will happen and it will soon slow down again after a few days.

Re: Right to exit removed

imjolly — Wed, 30 Sep 2020 10:45:30 GMT

if you want some assistance from the forum can you post some information

please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Right to exit removed

iniltous — Wed, 30 Sep 2020 11:05:05 GMT

Well if you have a minimum service guarantee and that’s not being delivered it’s you ‘right’ to leave penalty free ( if after whatever time scale apply the issue isn’t resolved ) ...frankly if OR are visiting it’s not going to achieve much if you sync speed is what you were advised you would get ( and that is enough for UHD ) , if it’s an over utilisation issue and only occurs at busy periods , the OR guy cannot solve that.

Re: Right to exit removed

MickeyETC — Wed, 30 Sep 2020 12:12:56 GMT

I get at off peak times around 58-60. then at peak times its a lot worse. I use stock equipment given to me from BT. the router is only a few months old as they replaced the other one thinking it was a router issue, well it wasn't. My Guaranteed speed is 65 and I am not getting this

Re: Right to exit removed

imjolly — Wed, 30 Sep 2020 12:16:13 GMT

the minimum handback speed is connection speed not download speed and from what you have posted your connection speed is within expected range

It may be there is congestion on your connection so posting the btspeedtester results when speed poor probably at peak times will help

hub stats will also help

Re: Right to exit removed

pippincp — Wed, 30 Sep 2020 12:16:35 GMT

Your guaranteed speed is sync speed to the hub. Your speed test results show throughput which is different as it doesn't include overheads.

Post your hub stats as requested by @imjolly

Re: Right to exit removed

MickeyETC — Wed, 30 Sep 2020 12:32:10 GMT

Re: Right to exit removed

imjolly — Wed, 30 Sep 2020 12:38:24 GMT

again that is download speed and looks ok

hub stats?

dslchecker results?

Re: Right to exit removed

MickeyETC — Wed, 30 Sep 2020 12:40:47 GMT

Re: Right to exit removed

MickeyETC — Wed, 30 Sep 2020 12:48:00 GMT

The download speed isn't ok if my amazon/Netflix viewing as it is constantly buffering at peak times. I pay for a service that was originally fine, but now even during the day has its up and down times. with no one at home apart from me who is on quarantine

Re: Right to exit removed

imjolly — Wed, 30 Sep 2020 13:24:53 GMT

connection time is only 2 days is that due to hub dropping connection or manual reset?

with a 65mb connection you should not have problems with downloading are you using ethernet or wifi? if wifi then try ethernet

Re: Right to exit removed

MickeyETC — Wed, 30 Sep 2020 16:37:25 GMT

I have not touched or reset the router in months (probably last time was when I got the new hub)

I use a wired connection straight into the back of the router

Re: Right to exit removed

imjolly — Wed, 30 Sep 2020 16:47:11 GMT

Have you done the quiet line test? If so was there any line noise?

can you post results from the dslchecker by entering your phone number

Re: Right to exit removed

MickeyETC — Wed, 30 Sep 2020 22:46:22 GMT

I don't have a phone, don't need one

Re: Right to exit removed

MickeyETC — Wed, 30 Sep 2020 22:55:36 GMT

Re: Right to exit removed

Keith_Beddoe — Thu, 01 Oct 2020 05:57:48 GMT

@MickeyETC wrote:

I don't have a phone, don't need one

If the phone line is noisy or has a high resistance connection, then that will affect your broadband. It will result in errors which will slow your download speed and cause disconnections.

The lack of any current flowing through the wires due to the lack of a phone providing an occasional loop, causes oxidisation at any joints which causes the line resistance to increase. This does not show up on a normal line test.

There are quite a few people that do not plug a house phone in to check dial tone every so often. This can cause issues with broadband. Also, if one wire has become disconnected (quite common), then that will cause no broadband, constant disconnections, or a very low speed.

The solution is to get hold of a cheap (less than £10) wired phone, and plug it into the phone socket to see if you get dial tone.

Then dial 17070 (free call) and select option 2, quiet line test, and see if there is any noise on the line.

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

Re: Right to exit removed

MickeyETC — Thu, 01 Oct 2020 07:00:29 GMT

On the couple of times the open reach guy has attended my property he has tested the line and all is fine according to his equipment

Re: Right to exit removed

Keith_Beddoe — Thu, 01 Oct 2020 07:09:10 GMT

@MickeyETC wrote:

On the couple of times the open reach guy has attended my property he has tested the line and all is fine according to his equipment

The problem often cannot be detected with the tester they use. A cheap wired phone is the easiest way, especially at the times that things do slow down, as you can then see if the slowdown is being caused by noise on the line, which can even be caused by something electrical in the house.

Even incoming calls can cause problems, even if you do not have a phone plugged it, however it would allow you to find out whether it is incoming calls which are causing your problems.

A basic cheap wired phone is essential in an emergency, as you can dial 999, even if there is a power cut. You do not need to leave it plugged in, if you are worried about being bothered with scam callers.