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Beginner
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Message 1 of 5

Broadband slow or not working; locked into 12 month deal

Hi we switched to BT after being with virgin for years
What a bad decision. 1) we were misled as the actual cost per month for phone and broadband is about 30% higher 2) the broadband connection often doesn't work or drops to snail speed 3) our complaints get ignored/not actioned
We will sign up for virgin now despite the double charge as BT won't let us of the 12 month deal despite appalling service
Advise welcome
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4 REPLIES 4
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Aspiring Expert
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Message 2 of 5

Re: Broadband slow or not working; locked into 12 month deal

1)  How were you misled on the cost?

 

2)  Which BT broadband service have you got?

 

 

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Distinguished Sage
Distinguished Sage
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Message 3 of 5

Re: Broadband slow or not working; locked into 12 month deal

Welcome to this user forum.

 

If you want help to get this fixed, then you will need to provide more information, so that forum members, and the BT employees that run this forum, can help.

 

To start with.

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

Then, if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post lines 1-12

 

Or post the information from the smart hub, using this link.

 

http://192.168.1.254/0000012803/gui/#/technicalLog/information

 
 
Could you please post the results from the BT Wholesale speed checker, including the further diagnostics.

 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

 

 

If you can please provide this information, then it should be possible to find out what is wrong,

 

As far as cost is concerned, why do you think you were overcharged? The price would have been given to you when you started the contract. What date did your contract start?

 

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Beginner
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Message 4 of 5

Re: Broadband slow or not working; locked into 12 month deal

Despite the appealing advertising on the broadband and phone package we get charged around 30£ per month for landline use on top of the subscription
To make matters worse we often get not connected and have stopped using our landline for outbound calls with no drop in cost
Lastly we are on infinity 2 and our speed is appalling and dropping by the week. Last time I checked download was 25mb vs promises of 70!
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Distinguished Sage
Distinguished Sage
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Message 5 of 5

Re: Broadband slow or not working; locked into 12 month deal

@Bart1966

Unless you can provide the information requested, then nobody on this user forum can help you.

 

https://community.bt.com/t5/BT-Infinity-Speed-Connection/Broadband-slow-or-not-working-locked-into-1...

 

Line rental is £18.99 a month not £30. If you have added extra calling plans, then that will increase the cost.

 

If you are a new customer, then you will be on a discounted deal for BT Infinity.

 

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