Broadband issues for 6 weeks!! How can I escalate beyond the customer service 'guides'?

annac — Wed, 11 Sep 2024 16:17:25 GMT

Broadband has been dropping out for nearly 6 weeks. Had over 20 calls with BT, various online discussions with Customer Services, over 7 Openreach Engineer appts (only 1 turned up). BT have automatically classed the issue as fixed despite the fact the engineers don't turn up. This is costing us a fortune in extra data on mobile phones, we can't watch the TV and I've spent hours on the phone to the Guides - none of whom are able to resolve this and won't pass me to a Manager. I have tried to cancel the contract and been told I'll be charged over £180 if I do. Stuck with no broadband, no way of getting it fixed and no way of getting out of the contract. What do I do?

Re: Broadband issues for 6 weeks!! How can I escalate beyond the customer service 'guides'?

imjolly — Wed, 11 Sep 2024 18:22:20 GMT

Provided you don't have digital voice can you connect a phone to the test socket and dial 17070 option 2 and should be silent any noise is a problem and needs to be reported to BT as a phone fault not broadband

Have you tried using test socket with a filter and connect your BT hub and see if that stabilises your connection

Do you have devices connected by WiFi and ethernet and if so does disconnection affect both?

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Broadband issues for 6 weeks!! How can I escalate beyond the customer service 'guides'?

Re: Broadband issues for 6 weeks!! How can I escalate beyond the customer service 'guides'?