BT Smart Hub. Poor Connection

[Quesada]

Hi. 

Has anyone else received this test report, after attempting to report a connection issue: 

Its been ongoing for some time and although BT promise contact after 24 hours, I have yet to receive  a call.

[Lesley_W]

Hi @Quesada 

Thanks for coming to our community. 

When did you first get this message? Have you noticed any improvements since?

Lesley

[Quesada]

Hi Lesley

I have been receiving these reports on an almost daily basis, since mid October 2025. The intermittent drops in connection continue.

Regards

John

[Lesley_W]

Thanks for the extra info @Quesada 

Has anyone called you during that time at any point?

Are these results coming to you proactively, or on the back of a test you are running?

Lesley

[Quesada]

Hi Lesley

There has been an open fault on my account since 23rd January (VOL**************), but no one has called me.

I run the tests myself, when I experience drops in connection.

Regards

John

[MOD EDIT - REMOVED PERSONAL DETAILS FROM THE FORUM]

[Lesley_W]

I understand why you'd be frustrated by this @Quesada 

I'd definitely expect you to have had some form of communication by now if a fault has been open that long. You can see ways to make a complaint here in Our complaints code of practice. This also outlines the next steps after you've made one so that you have an idea of when you should get a resolution.

Let us know how you get on.

Lesley

[Quesada]

Hi Lesley

I will keep you in the loop.

Regards

John