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 .

[IrememberBuzby]

Hi, I hope you resolved your problem.

I am having the same issue. If we turn our Hub off and on it resets for a while and then the same thing happens again but not just in the evening. I have had engineers out who have changed the socket, hub, ethernet lead, looked at the pole connection, cabinet etc (several times). BT are now just offering me the option to end my contract for free and nothing else. Complaints are just quietly closed without resolution, each engineer states that they are unaware of the ongoing issue and the 'BT Guides' just want to test the WI Fi which isn't going to work correctly without a good Broadband connection. I am stuck in a loop.

[BroadabandDropping]

Still going off every evening and coming back in the morning, unless it's raining in which case it's off all day as well.

Luckily the weather has improved so it will all be working perfectly when the Openreach engineer comes tomorrow. Then I'll get yet another of those 'Hooray, we've fixed it' messages.

Infuriating isn't it?

[IrememberBuzby]

It is very frustrating. My neighbours are gradually going over to a Satelite provider as they were also fobbed off and ignored. Maybe try and book them to test when rain is forecast as water is getting into the infrastructure somewhere and perhaps causing shorts.

[BroadabandDropping]

Thanks. BT are trying to get an Openreach engineer to visit out of hours when we might actually be offline. No luck so far.

I've bought a secondhand 5G router which works very well. I might simply use that until Fibre eventually reaches our village. The 5G is only £25 a month for unlimited data.

[IrememberBuzby]

Thank you, I will look onto that, although our mobile signal here is also not great. Satellite might be my option and a large Satellite company is currently offering free kit and fitting at the moment as well. It is such a shame that BT are ignoring our customer issues though. 

[IrememberBuzby]

Thank you for your advice. I opened a complaint and the advisor just tried to persuade me to end my contract.