Long story short, we've had issues with our "broadband" since August 2017, constant hub resets and slow speeds on an already terrible slow line. Sick of doing the tango with customer service and tired of getting told "a fault was found and a fault was fixed" for it to be the same old same a few hours later. I pay the same as your superfast fibre customers yet im marooned in the 1990s.
I've had at least 4 engineer visits of which the last 2 were incorrectly sent out to fix the phone line instead of broadband and obviously couldn't help, I've had a phone call yesterday asking me if the problem had been resolved before the work had even been carried out and now I've had a text saying my new hub is on its way, I didn't order a new hub as its been replaced already !
I phoned to check the fault was still live due to last call and they have no record of BT making the call to me nor do they recognise their own bloody number. So you get the picture, I've lost confidence, here is my final port of call before I go down the road of compensation and cancelling the contract.
I dont want fault finding tips thanks, I know them all inside out. I just want a MOD on here to tell me the correct status of my case and what exactly is being done to fix it, some clarity please ?
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
They can look at the fault history.
I am assuming that there is no noise on your phone line when you run the quiet line test?
What connection speed were you promised when you started your contract?
I'm sorry to hear about the problems with your connection. We can certainly look into everything for you. Please bear in mind that we may need to send an engineer out after we've run all of our tests from our side.
To get in touch with us, click on my user name and then on contact the mods.
Thank you for sending in your details. I'm sorry you're experiencing issues with your connection. I gave your home number a quick call, I'm sorry I didn't get speaking to you today.
I've run a few checks on your line and your connection is really unstable. The test I've run are showing a lot of interference on your line (REIN).
Do you have any extension active in your house? Have you tried connecting directly to the test socket to rule out any possible issues with your internal wiring?
In your post you said "When the broadband drops and I happen to be on the phone I can faintly hear the modem reconnecting, no idea if that's relevant.", this could indicate an issue with your micro filter. Do you have another one you can test with?
I'm sorry I didn't get speaking to you today, I'm in the office until 9pm and can give you a call. Please let me know what would be the best time for me to ring again?
Just a quick post to see how things went with the engineer? I've run a few checks on your line, I can see that the fault was cleared yesterday. I think its a good idea to monitor the connection over the next few days. I'll give you a call on Monday to see how the connection is performing.