This topic

Cancel my services due to problems continuing without end

PissedOff1010 — Thu, 30 Sep 2021 12:30:38 GMT

Since we moved into our house in December 2020 we have had endless problems with the speed of our Fibre broadband. One engineer told us we need a new line from the house to the pole.

Every time it rains or the wind blows our speed drops right down to between 5-10 and it stays there until i call BT to complain. The engineers never visit the premises - the speed goes up for a few days and they it is the same story again.

I have just spoken to an advisor and she was less helpfull than argumentative. I HATE BT!!!!

What must we do?

Re: Cancel my services due to problems continuing without end

imjolly — Thu, 30 Sep 2021 12:47:08 GMT

whether you are with BT Retail or another ISP (apart from Virgin) you would be using the same openreach line from your cabinet to your home and have the same problems as you have now.

Have you been able to get another openreach engineer appointment to see if they can fix your problem?

Re: Cancel my services due to problems continuing without end

PissedOff1010 — Thu, 30 Sep 2021 12:51:45 GMT

No, as everytime i call them they tell me they have done a line check and my speed is what i am supposed to get, i do not understand them at all as on my account it states my speed should be at least 20 and normally i get 25-26 but now it is down again to 8 - yes this is fibre where it live.

The BT person that told me i need a new line from the house to the pole showed my how the line has been eroded due to age and damage. Every time it rains or the wind blows the speed goes right down. I phone and normally someone does something and the speed goes back up until it rains again or the wind blows again.

Re: Cancel my services due to problems continuing without end

imjolly — Thu, 30 Sep 2021 13:09:58 GMT

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

does your hub drop connection to internet - change colour from blue light to orange/red?