Broadband service

Trentend — Mon, 04 Aug 2025 19:02:23 GMT

Our broadband which has worked fine for years via BT hub 2 started to lose connection at the beginning of July (c.250 drops a day). To cut a long story short, after several resets, calls etc, an open reach engineer visited last week and said the root cause was the street cabinet and not any of our kit with too many wires going into a socket by the road. He “juggled about” with it for a while which improved the speed up from 6 to 70, but we’re now getting even more disconnections and since yesterday have no connection at all. I have another engineer visit planned for Wednesday. What options are there for resolution if the engineer says the same thing? Is there an escalation route to get the cabinet fixed? Also, has anyone had luck getting compensation for a lack of connectivity (I’ve been told this is applied automatically to your account 30 days after the fault is fixed but have no confidence BT will honour this).

Re: Broadband service

Peter_W — Tue, 05 Aug 2025 08:46:24 GMT

Good morning @Trentend.

Welcome to the BT Community!

Automatic compensation tends to be for total loss of service, so I'm not sure if intermittent disconnects would be covered under this.

Please keep us posted on how things go with the engineer, if you're no further forwards after the appointment on Wednesday, I would definitely get back in touch with our team and we can troubleshoot options from there.

Peter

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Broadband service

Re: Broadband service