This topic

I want to cancel, my internet is terrible.

DMRose — Mon, 01 Aug 2022 17:16:26 GMT

This is a little long winded I apologise. This is my situation.

I’ve been with BT for to long the first 18 months were terrible very slow internet, connection dropping out all the time. I had engineers out regularly and was no better. After 18 months I went to cancel they asked me to stay and promised all the issues would be resolved, they haven’t.
I recently looked in to speeds etc and it said I would get 28mb which having looked further it’s 28mbs which is 2.8 mb I was getting that 30 years ago !. My house is very Wi-Fi based Alex, smart plugs everywhere, 4 TV, Amazon sticks, android boxes, Gamming PC, Xbox, PlayStation you name.
the fist 18 months I had the BT TV I didn’t request it the second but they are still charging me for it. I have had engineers out many time again and still no better. There was a web chat which now seems to have disappeared and all they kept says was call us but I don’t like talking on the phone and no one seems to care. I’m at the end of my tether now. I just want it fixing or cancelling as I’m not getting a service I’m paying for. I’m being charged for a service I never asked for. They have led me in false pretences. Just feel like cancelling my DD to make them listen and help me.

Re: I want to cancel, my internet is terrible.

Keith_Beddoe — Mon, 01 Aug 2022 17:26:20 GMT

@DMRose

You are confusing MegaBits, with MegaBytes.

You would never have received 2MBs (MegaBytes/s) 30 years ago. You would have got 2Mbs (MegaBits/s) if you were lucky, or even as low as 500Kbs on the original ADSL equipment.

As it is you now get 28Mbs which is about 2MBs (MegaBytes/s) which is considerably faster.

Check to see what is available to your house.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Please edit out your phone number before you post the result, but leave the exchange name and cabinet number showing.

Re: I want to cancel, my internet is terrible.

imjolly — Mon, 01 Aug 2022 17:26:27 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help 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: I want to cancel, my internet is terrible.

Les-Gibson — Mon, 01 Aug 2022 18:29:48 GMT

@DMRose

As the saying goes, Don't Do It!

Cancelling your DD won't make BT sit up and take notice, they'll just sell your debt on to a debt collection agency and your credit rating will suffer.

Re: I want to cancel, my internet is terrible.

DMRose — Mon, 01 Aug 2022 18:31:57 GMT

My mistake it was 20 years ago and I was getting 2 Mbs so no faster in 20 years but you look at how tech has moved on. I get a faster connection through my phone.

I’ve had no internet most of the day my partner works from home all internet based it’s a nightmare.

I can’t watch TV or work any of my smarts hardware it’s a joke.

im struggling to reply with no internet as my phone reception is not the best at home either

Re: I want to cancel, my internet is terrible.

Keith_Beddoe — Mon, 01 Aug 2022 18:38:55 GMT

@DMRose

But you are now getting 28Mbs and not 2Mbs, so things are much faster now.

If you can provide the information requested, then forum members may be able to assist.

Re: I want to cancel, my internet is terrible.

imjolly — Mon, 01 Aug 2022 18:48:53 GMT

@DMRose

The first thing to try is quiet line test to make sure silent

Re: I want to cancel, my internet is terrible.

DMRose — Mon, 01 Aug 2022 18:51:00 GMT

I understand that’s not the answer or the way forward but I’ve just had enough.

Re: I want to cancel, my internet is terrible.

DMRose — Mon, 01 Aug 2022 18:53:45 GMT

I can’t currently get the IP address to work and I don’t have a landline phone.

my internet has been down most of the day and still is.

i currently can’t do much can’t watch tv and all my smart devices don’t work.

Re: I want to cancel, my internet is terrible.

DMRose — Mon, 01 Aug 2022 18:57:15 GMT

My mistake again I get about 2MB now and used to get 2MB 20 years ago.

Re: I want to cancel, my internet is terrible.

DMRose — Mon, 01 Aug 2022 19:00:06 GMT

I don’t have a phone unfortunately

Re: I want to cancel, my internet is terrible.

imjolly — Mon, 01 Aug 2022 19:03:44 GMT

What colour is the light on the hub

Are you able to post stats from your hub?

Are you connected to the master socket? Which socket do 6ou have.

Re: I want to cancel, my internet is terrible.

Les-Gibson — Mon, 01 Aug 2022 19:03:52 GMT

If you can't get IP address 192.168.1.254 to work then you have no connection to your router

Re: I want to cancel, my internet is terrible.

Keith_Beddoe — Mon, 01 Aug 2022 19:04:27 GMT

My mistake again I get about 2MB now and used to get 2MB 20 years ago.

So you had BT Infinity then, as it was called. Unless you can get FTTP in the future, your 28Mbs connection speed, is about as fast as you are going to get.

As you say you have no connection at the moment, then please post the information from the home hub, as you should still be able to view that, unless you have a fault on your own local internal network.

Re: I want to cancel, my internet is terrible.

DavidM — Tue, 02 Aug 2022 15:44:45 GMT

Hi @DMRose and welcome back.

It's been a while but it's great to see you again. Sorry you're having a few problems with the connection. I'm sure I can help you. I'll need a few details so I'll drop you over a private message now so you can get in touch.

Cheers

David

Re: I want to cancel, my internet is terrible.

DMRose — Tue, 02 Aug 2022 17:07:12 GMT

I think it’s number 2 as they changed it over a year ago.

Re: I want to cancel, my internet is terrible.

imjolly — Tue, 02 Aug 2022 17:11:52 GMT

If the master is number 2 that is quite old and you must be using a filter to connect your hub. Have you tried replacing the filter to see if that helps

Re: I want to cancel, my internet is terrible.

DMRose — Tue, 02 Aug 2022 17:12:29 GMT

Hi,

Thanks for the reply I just want it sorted and not charged for something I didn’t ask for and asked to be taken off but they wouldn’t.

From what people are saying the 2.8 speed is about as good as I’ll get which is very disappointing 20 years.

Re: I want to cancel, my internet is terrible.

DMRose — Tue, 02 Aug 2022 18:47:18 GMT

I’m currently on Fibre 1 package it certainly doesn’t feel like fibre.

my last house had Virgin and my business has virgin I don’t suppose that helps averaging 400 to 600.

Re: I want to cancel, my internet is terrible.

Keith_Beddoe — Tue, 02 Aug 2022 19:03:15 GMT

Its not proper fibre, its just fibre to the cabinet, and then copper to your house.

To get the speeds you had at your last house, you would need full fibre (FTTP) which may be available.

As you do not know your phone number, or if you have a broadband only package, then

Use the address checker on the page below, and post the results, but edit out your address details first.

https://www.broadbandchecker.btwholesale.com/#/ADSL

That will show what is available at your address.

Also reply to @DavidM , if you have not already done so.