Poor Broadband Service

[Henbane]

Hello, My broadband continually doesn’t work. It’s very frustrating when being online is very much a part of today’s life. I’ve phoned BT quite afew times and engineers have been out but a lot of the time I just put up with it and wait for it to work again.

Is there any form of discount when you are paying for a service that frequently doesn’t function properly? Thanks.

[Lesley_W · Accepted solution]

Hi @Henbane 

Welcome to our community.

I understand how frustrating it is when things don't work as they should, and I'm sorry that the engineers haven't been able to identify and fix what is causing this. Is this still being investigated by the team?

We do have an automatic compensation policy, but it sounds like your issues may not have fallen under these scenarios if the team haven't discussed this with you. 

If you have been left with broadband that isn't working or are unhappy with being billed for it, I'd recommend raising a complaint to get this looked into. You can see how to do so here Complaints.

Lesley

[Henbane]

Hello Lesley,

thanks, I’ll look into complaints procedure.
    I phoned BT again yesterday to say broadband has been off most of the day (and previous days) and 2 engineers are coming out on Wednesday as there is a problem (yet again!!) I’ve had engineers out now 2 or 3 times but I don’t report most of the time. Just put up with it.  
cheers

jan

[Lesley_W]

I'm pleased someone is coming out @Henbane 

Please let us know how you get on.

Lesley

[Henbane]

Complaints procedure link didn’t work. So no further on. Funnily enough, after 3 days of no internet or it being very slooooow today has been much better.

[Peter_W]

I'm disappointed to hear that this link didn't work for you @Henbane, but it's good that you've seen some improvements recently.

If you have an engineer coming out on Wednesday then this would definitely imply there's still an active investigation and most likely an open complaint, too. 

If you were still wanting to raise this directly with our complaints team though, you can find information on how to do this via email in our complaints code of practice.

Peter