This topic

Internet keeps dropping out

TonyG616 — Sun, 13 Sep 2026 11:46:54 GMT

Hi, i am having constant internet issues, it happens every day for about a month now, its usually fine then drops out and loses connection sometimes for quite a while, i stream and play games that require the internet and it always is difficult, streaming sometimes having to do 4 times a day due to the drop out usually stopping the stream, it even happened again today, its mainly started when we started having the heatwave and is constantly happening

Edit, also to note my account is listed at another location as the bills are paid by a third party, we are out of contract so we can not upgrade, the actual person the account is with is vulnerable as she can not do phone calls and me being Autistic i find it difficult to do phone calls as well, the billing address is correct but the contact details are wrong

Re: Internet keeps dropping out

licquorice — Sun, 13 Sep 2026 11:47:12 GMT

Have you considered reporting the fault to BT?0330 1234 150

Re: Internet keeps dropping out

TonyG616 — Sun, 13 Sep 2026 11:53:38 GMT

I just stated that we can not do phone calls

Re: Internet keeps dropping out

licquorice — Sun, 13 Sep 2026 11:55:21 GMT

After I posted

Re: Internet keeps dropping out

TonyG616 — Sun, 13 Sep 2026 11:59:10 GMT

Thats not helping the situation

Re: Internet keeps dropping out

licquorice — Sun, 13 Sep 2026 12:05:10 GMT

https://www.bt.com/help/report-and-track-your-bt-problem

Re: Internet keeps dropping out

TonyG616 — Sun, 13 Sep 2026 12:10:17 GMT

Both don't work, as stated the details on the account are for the place that pays the account, we can't change the contact details to our actual address, so we would have to call them, which becomes pointless for the company that handles paying it if we still have to call them, all the ways to contact them all go to you have to call them up

Re: Internet keeps dropping out

Kimberlin — Sun, 13 Sep 2026 12:42:20 GMT

@TonyG616 So you're using someone else's account (a vulnerable person by your own admission) for your own use? Does this vulnerable person live with you? You are not paying the bill, someone else is and you're not happy with the service you are getting? Have I read that correctly?

I'm a very direct individual, so if it reads harsh, it is what it is.

Seems to me, you're stuck in a situation you can't control.

Re: Internet keeps dropping out

TonyG616 — Sun, 13 Sep 2026 12:49:39 GMT

So the account is mainly my girlfriends who has a disability, the account is with my login details and our account is paid by disability focus, the billing address is correct as its theirs but the contact details is theirs as well which is wrong as any "check fault" option goes to them and not here so i get the no issues, i contacted DF and all they say is call BT and anything i try to do resorts to she has to call them, which gets frustrating so i can't do anything about it if it requires calling which i have never had to do before even starting the service i never needed to call them

Re: Internet keeps dropping out

Kimberlin — Sun, 13 Sep 2026 12:58:39 GMT

@TonyG616 Ok, so that makes sense. The account isn't yours, it has nothing to do with you, it is provided in entirety to your vulnerable partner.

Unfortunately, you as the non account holder will not be able to liaise with BT, they will only speak to the actual account holder. Whilst I appreciate that is difficult for you both, you are going to undoubtedly have to seek further advice if your partner either cannot or is unwilling to speak to BT. This is BT's vulnerable help page:

https://www.bt.com/help/here-for-you

This is a customer to customer forum only. There are BT Moderation staff who pop up here, but they do not have any account access.

Re: Internet keeps dropping out

Peter_W — Sun, 13 Sep 2026 13:04:45 GMT

Welcome to the Community, @TonyG616

I know you mentioned that the online reporting tool didn't work for you, but do you happen to know which mobile number is registered on the account?

If you send us a text with HELP to 61998, this will guide you through some troubleshooting steps, run a check on your line, then needs be advise you of some next steps.

Peter