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Burnside5
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Message 21 of 63

Re: Broadband (Infinity 1) keeps dropping

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14 drops yesterday and 8 so far today. Was told a manager would call me between 13:00 and 15:00 today and no phone call, that is the 4th time now that they have told me a manager would call and haven't.

Seems BT don't even bother to respond to complaints now let alone fix issues Man Frustrated

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Distinguished Sage
Distinguished Sage
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Message 22 of 63

Re: Broadband (Infinity 1) keeps dropping

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Did you respond to mods offer of help?  If so then mods will contact you but may be 2/3 days though. Just patience as you are in a queue of others wanting mod help



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Burnside5
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Message 23 of 63

Re: Broadband (Infinity 1) keeps dropping

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I did. I am now on online chat after I contacted BT again as they asked me to 48 hours after installing new hub. They are now asking me to set up a secondary wifi network and monitor for 24 hours, are they completely clueless, how would creating a secondary wifi network stop the DSL link from going down! Sorry, getting quite angry as this has been ongoing for over 3 months now

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Sage
Sage
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Message 24 of 63

Re: Broadband (Infinity 1) keeps dropping

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Yes they are completely clueless. Don't bother contacting them again as it will not do your blood pressure any good. Just wait for a mod to get back to you.

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Burnside5
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Message 25 of 63

Re: Broadband (Infinity 1) keeps dropping

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Just a little update on this, had my call from a care manager re-scheduled to 09:00 - 11:00 this morning after they failed to call me on the 4 previous arranged times, and to no suprise what-so-ever yet again no call. So I replied to the SMS that confirmed the booking asking what is happening, I just get a response back asking me to change my WiFi channel, unbelieveable. So I call the complaints number and get through to someone, they go through all the checks again and they confirm they can see all my DSL drops but that is average, when I challenge what is average, is that for a normal service or average for people having the same issue as me, I am then told the latter. I get asked to move my hub again to the master socket and they will call me on my mobile. So I do this, and no call back on mobile.

Again call the complaint line, everyone busy, get through to someone else and they then run through the same checks again. On hold for 15 minutes and they come back with, sorry we cannot go any further with this as you have a case manager....is this the case manager that has failed to call me at any of the pre-arranged times? Who is this mystery person?

Put on hold again whilst they talk to customer care, 20 mins on hold this time, sorry Barry can't deal with this either as it is assigned to someone else. Wtf? So I am on hold yet again whilst they try to find someone else who can deal with this.

I am really dumbfounded by this, nobody can deal with my issue as it is assigned to someone who doesn't appearto be doing anything. In the meantime they are happily taking the direct debit out of my account every month but I can't speak to anyone re my complaint to find out what is happening and to compensate me for this dire service

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Moderator
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Message 26 of 63

Re: Broadband (Infinity 1) keeps dropping

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Hi @Burnside5 I can see your details in our queue and one of the team will be in touch to help you as soon as you reach the top of the queue.

Cheers
John

Community ModeratorJohnC
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Burnside5
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Message 27 of 63

Re: Broadband (Infinity 1) keeps dropping

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Thanks, appreciate you have a lot to go through which really shouldn't happen if BT did customer services properly.

 

In the meantime has anyone else experienced any issue running the BT Wholesale speed test? Seems that the line speed has been throttled down on my connection (DLM?) to just over 50% of what the guaranteed minimum should be, but when I try to do a speed test I get this

BTspeedtestfail.png

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Rotarua674
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Message 28 of 63

Re: Broadband (Infinity 1) keeps dropping

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Hi.  The problems we have had sound exactly like yours.  It started with three months of the Smarthub losing ocnnection and cycling through orange, green etc.  It always reconnected itself but the drop-outs lasted between 5 minutes and 4 hours - with sometimes dropouts occurring one after the other so we might get 2 minutes connected only to drop out again.  At its worst we had 12+ drop outs in one day and 150+ in two and a half months.

BT sent an engineer multiple times (usually with no notes or information on why he was coming)  - no problem in the house or at cabinet.  A specialist team had a conference call at our house with Openreach engineers on site - suggesting it might be anything in any house along the 500 metres of copper cable to the cabinet - even a kettle in another house dropping out broadband.    When challenged why, if this was true,  BT broadband was so flaky they backed off.  The Openrech engineers challenged the specialist team's statements... so no porgress there.

Some people on the BT team were extremely helpful but others were not.  BY seemed reluctant to admit the BT system might have problems.  We got told, for example, that we had too many devices in the house using wifi.  (While that will reduce speed on wifi with bandwidth being shared it did not account for the router repeatedly turning orange).  When I pointed out that we were using exactly the devices sold and recommended on the BT Smart Home pages, BT admitted that this was not the cause of the outages.

In our location BT Openreach equpment has a monopoly so whichever ISP we used we needed to find out what the problem was.

After 3 months and no progress - and totally unreliable broadband - we decided ourselves to swap the Smarthub for a HomeHub 5 we had....... and immediately everything became more stable.  Nowadays we might get one or two disconnections of maybe 20 minutes every week but nothing like the hours and hours of no broadband before.

It's not perfect but the HH5 is much more stable than the Smarthub.  BT stated that the Smarthub was a good, superior product but for us the HH5 restored a usable service.   

Personally I think the focus for regulators should not only be on speed but also on stability.  A 37 Mbps connection looks good enough on paper but when it randomly disappeared for long periods of time I would question if it was fit for purpose - certainly not fit for the "smart, connected home" BT promotes on its blogs and BT Shop pages.  

Now with the HH5 stability has been largely restored and when  the broadband goes down we just say "Oh it's BT down again" and do something else waiting for it to come back.  Disconnections are a fact of life but at least the HH5 has rescued them to manageable levels.

Have you tried downgrading to a HH5?

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Burnside5
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Message 29 of 63

Re: Broadband (Infinity 1) keeps dropping

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Sounds very similar, at one point they did say that they would send me a HH5 if the new Smarthub didn’t improve things but then nothing and they seem to have forgotten about that, so I will remind them.

The connection seems more stable in the last 24 hours but they have dropped my download speed from 43Mbps to 23Mbps, as I have a contractual minimum speed of 35Mbps this is not an acceptable solution.

Interestingly there have been a lot of posts on our community FB group complaining of the same issues, but not just with BT, also with Sky, Vodafone and BT owned PlusNet....all use OpenReach infrastructure of course. That could well point to an outside influence somewhere?
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Sage
Sage
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Message 30 of 63

Re: Broadband (Infinity 1) keeps dropping

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"They" have not dropped your speeds. DLM has automatically taken action in an attempt to stabalise your line.

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