Why do BT silently close complaints?

[BroadabandDropping]

My broadband fails each night. Several engineers have visited during the day but can find no fault. They have replaced the hub, the cable from the hub to the socket and the socket itself.

Each time I complain, they test the line during the day and pronounce it fixed.

Every complaint is silently closed without contacting me.

I have emailed to see if that gets me anywhere.

Has anyone else had this problem? If so, what was the solution?

[mod edit: Removed email address]

[Debbie_G]

Hi @BroadabandDropping.

Welcome to the community.

I'm sorry to hear you've been having ongoing issues with your broadband connection. As the issue appears to occur in the evenings, I can appreciate how frustrating it must be when tests show everything is working normally during the day.

If you believe your complaint has been closed without being resolved, I'd recommend getting back in touch with our customer support team. They'll be able to review what has happened and advise on the next steps.

You can find information on how to make a complaint, along with details of the complaints process, on our Complaints Code of Practice Help page.

Debbie

[BroadabandDropping]

The BT guides are all very sympathetic but ineffective. The engineers ignore their instructions and they have no power to escalate complaints.

I have requested a deadlock letter so I can terminate my contract and go to 5G .