Constant problems, engineer call outs over the best part of a year.

[JNI]

Hello! We have had BT Broadband for many years, to start with it was great, hardly any issues when with copper wiring, now its changed to fibre we have had nothing but trouble, numerous visits from Openreach and other outside technical teams contracted, the problem has never been resolved, well only for a short while, it then reverts back again as to what happens mentioned in the title. Had an Openreach engineer call out this morning couldn't find any faults was told there are no drop outs? I beg to differ, even showed screenshot of cannot connect to internet. I am totally fed up with being told by online chat advisors to check the things that I have done for many times before. They say that my speeds are good?? We've put you on the fastest network now and your computer will be fine again now. Yes, sure it might be fine when they have done that but what about later again when its not.  I keep on getting told to monitor it for 7 days first then 30 days, if the problem continues I will be able to leave without penalty. My answer to that is, what happens if it goes the full 30 days with no problem and on the 1st day after that it goes wrong again? Guess what I have to go through all of the procedures mentioned above again. My problems have been going on for quite sometime in the past year. What else can I do without me seeking help from the Ombudsman. I pay around about £53 a month and am certainly not getting the service that I signed up for and what annoys me about all of this even more is that I have always been a loyal customer and have spent thousands of pounds with BT. Somebody PLEASE advise

[36ULW]

Is it Full Fibre you have, aka FTTP or Fibre to the Cab, which still has a Copper, or Aluminium Pair from the Cab to your House? 

[imjolly]

Is the hub light changing from blue and if so what is new colour?

How are you connecting to the hub ethernet or WiFi?

[JNI]

Hi @JohnC2,

I have contacted BT several times about faults, had numerous drop outs, several online chats with Tech department which is a total waste of time (hours on the phone/computer), just keep on repeating the same procedures every time I contact them. All I get at the end is your wi fi is now on the highest settings and your wi fi will work fine now again, sure it does for a while then faults appear again. It's never ending, all I want to do is to get it sorted and why can't we downgrade? We pay £53 / month and for what? a service that doesn't live up to it's name. Always being fobbed off. Can you please assist me @JohnC2 ?

[imjolly]

Can you provide answers to the points I raised as that will help progress your problem

[JNI]

@imjolly  Sorry, omitted to say that the blue light is pretty much constant unless of a freak power cut (very rare) but even with that said we are still getting the problems mentioned and it is very annoying and frustrating.

[JNI]

@36tULW, it is fibre and cable to the house. not sure what type copper or aluminium??

[imjolly]

So you are on FTTC  fibre to the street cabinet and your normal copper phone line to your home?

If your hub light remains blue then that suggest hub is connected to internet and not dropping connection.  So are you connected your device by WiFi not ethernet cable?

[JNI]

@imjolly Yes that is all correct regarding connection from cab to home, we are connected through wi fi

[imjolly]

So it is not your internet connection to the hub that is dropping but your WiFi connection from your hub to your device. Have you tried using an ethernet connection in place of WiFi and see if connection remains stable