Buffering every evening

[horne65]

---

I have been with BT before and well, it was awful. Many years later I thought, given the very poor choices we have in the UK with 99% getting awful reviews, I would give BT another go. Amazingly, during the start up period, when you have the chance to pull out of the contract, the service was excellent. Now, three months in, the service is good, on till tea time. Every single evening, as soon as you sit down to watch your streaming site of choice, the same old buffering. Do a speed check on many different sites and we are getting just over seventy MBS and yet we have buffering and the higher the quality your watching, the worse it is. Come on, BT is the leading, oldest Telecoms company in the UK and we are well in to the twenty first century and still the internet, to all but the financial industry it pants. How are these companies allowed to get away with treating customers in this way whilst taking good money from them?

Date of experience: 12 December 2022

Reply from BT

12 minutes ago

Hi Kevin, thank you for your review. I am sorry for the service problems you're having.

From what you've said, it looks like this may be a throughput fault as you've mentioned it only happens during peak times.

For further support with this, register and post on our community (community.bt.com). If you do decide to reach out, mention to the team that I've sent you over from Trustpilot.

Thanks,

[gg30340]

Just so that you are aware, this is a BT residential customer to customer forum.  

While you will hopefully get assistance from this forum , Trustpilot are wrong when say "If you do decide to reach out, mention to the team that I've sent you over from Trustpilot." 

That cuts no ice on this forum. If you do get assistance from the forum members it is because they will offer assistance where they can to any person who posts on the forum, not because of Trustpilot!

[rbz5416]

What streaming services are you having issues with?

What device are you watching on?

How is that device connected to the router?

[horne65]

Thank you but I only know what it said in the Trustpilot follow up.

[horne65]

Hi thanks for replying.
My BT hub is connected to an Asus Rog GT-AX6000 which is connected to everything else apart from my phone and laptop, wired ethernet and all items are connected via TP link 1000MBS hubs. I watch everything via a wired Firestick 4K Max.

[rbz5416]

With that extra kit in the equation it will be a process of elimination. I'd start by buying a long ethernet cable to temporarily connect the Firestick direct to the Hub & go from there.