poor/no auto responses after attempt to report/discuss faults. Faults reported fixed then return

[blue7]

10/January 2026

Have been having problems with slow broadband for some time (Months). Automated BT communications just don't work e.g. I follow instructions on reporting problem and comes up with "you will be sent a text/message. follow the instructions on it...no text.message is ever received (several attempts over several days).

Sometimes I actually manage to talk to someone and I have reported slow broadband of 0.16Mbps/0.27Mbps etc several times over last few months. (am on copper and minimum speed supposed to be 1Mbps)  Have had "fault fixed" reported to me and found speed back up to 1 to 2 Mbps. only for it to drop back down later same day or day or so after then have hours wasted trying to report problem again. 

Last session an engineer was sent round 27 Dec 2025 and he spent about 1.5 hours doing various tests during which my hub became unserviceable.  He  luckily had a EE-25NZW5, used,  4 to 5 month old hub in van and got system back up and running with ok speed - about 2.7Mbps over WiFi to nearby computer (about 10 feet away through wood floorboards at a speed test. This speed  has failed yet again down to 0.17Mbps. Today 10 Jan at 1635 I actually managed to get through on smart phone 0330 1234 150 2-2-3. Automated speech "a fault has been detected and Openreach informed and engineer getting to work now, You will be texted"   1805 now and nothing further heard.

My computer works well at around 22+Mbps when I connect to my wireless router that I also have (Vodaphone piggyback with a SIM from another company) I want the unlimited broadband I have been used to for years and my home phone number to continue but the current SIM provider can't PORT home phone number.

BT contract finishes beginning of Feb and several conversations with BT sales etc. have given differing versions of what I can continue with.  None of the persons I have spoken to have given me confidence that they really know what they are talking about and prices quoted have been around  £45 to £50: the last session lasted 45 minutes on phone getting nowhere and person frequently putting me on hold while he went to find answers.    Whereas the Sim in my wireless router is costing only £1.15 per month rising to full price £4.90/month soon and with unlimited phone calls + texts but with only 5GB data though monthly contract can be updated to unlimited DATA for £20. Speed is around 22 Mbps.

I must ask why BT seems to have gone so backwards in customer service with a lousy automated customer svc system that just often does not work and often just gets you going round in circles or even just getting cut off.  Is BT slowly dying and going to be going out of business soon??

I am about to look into a firm that can provide a SIM and port in my home phone number as well as having mobile numbers at same time so anyone can phone in to any of my numbers and my phone will ring and I can just phone out to any mobile/landline number and all done over GSM mobile phone system (not a VOiP system).  It also has various Data amounts selectable all much less than BT costings.

[blue7]

Sunday 11 January 26

Flashing yellow seen on hub at around 0700 then steady yellow. Did speed test and saw amazing 33.8Mbps (using BT server).  34.9 at 0730 via Bt so still good and 14.3 upload. Via Bath 33.5Mbps.

At 12|:12 speed test and now back DOWN TO 0.65Mbps and at 1453 speed 0.83Mbps.

[blue7]

Monday 12 January 2026. My hub = SMART HUB SH31B.

0716 -Speed test Clix Andover 0.31 up. 

Auto answering system does not seem to be keeping up to date.Says constant  Blue when hub internet ok....mine shows constant GREEN.  Went through further rituals wasting time turning hub power off 15 minutes; reset button 

1012 after BT did an auto restart - green  constant; speed test 0.89Mbps.  Yet again no text received even after again entering smartphone number as requested.  

1205 Tested computer via WiFi to my Wireless router with a SIM card and speed check showed 35.7Mbps.

There then followed a waste of time  for a period trying power of, resets etc. on BT Hub. till Noticed we had no sound now on telephone line.

1245 Phone line back on and Hub steady green - speed test 2.85Mbps through Clix Andover.

It remains to be seen how long this will last.  I am not optimistic.  

This fault this time from 8/1/2026 to 12/1/2026 with a very brief time on 11/1/26 speed test showed 33.8Mbps at 0725. then dropped to 0.66Mbps.

The BT broadband has been unreliable since early September 2025 with many cutting outs and slow speeds. It used to be reasonably reliable if always slow. A very poor service at a charge of now £47.03 per month for phone + broadband.  Am looking forward to contract termination in beginning of Feb 2026 when for a lower price (around half) I can change to my wireless router use for around 30+ Mbps, unlimited phone minutes and texts also some free roaming.  So far over several months monitoring the service it has proved constantly reliable.  Now can use released monthly money saved from BT to up the Data allowance as required on a monthly basis with unlimited data option available each month still at a much lower cost.  As a low data user I will be able to chose when I want or need to add data each month such as when the operating systems need updates on my 3 computers and in between will be making even bigger savings with lower data payments.  Oh and no automatic annual price hikes as high as BT just modest price rises.

During last 2 years of much hospitalisation after 1 leg amputation, 1 knee replacement and a broken Femur repair I could have been having fast reliable communications via a very portable wireless router had I known about it then instead of very poor internet in 4 different hospitals through their systems. EE and Vodaphone coverage in all the locations.

[Ali_A · Accepted solution]

Hi @blue7 

Sorry to hear of your experience with the Broadband Speeds that you have had. We pride ourselves on providing great broadband service, so it's disappointing to hear this has fallen short for you. It's the last thing you need to worry about especially with everything else going on. 

With your services continuing to intermittently be slow, I'd recommend giving Customer Service a call to let them know. Have you noticed if this is something that occurs during poor weather? 

We want to give all our customers an excellent service but if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process.

If you'd like to raise a case please visit Make a Complaint where our dedicated team will look into the details, take ownership and get in touch with you. 

Ali