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lostjonny
Aspiring Contributor
409 Views
Message 1 of 11

Infinity Issue

Hi all, I was hoping my issues would be long gone as this problem has happened before and it took over a month to get a solution, my connection keeps dropping out on both wired and wireless options. a speed test tells me all is well and so do customer services, but all is not well. I was on the phone for an hour yesterday explaining the problem and was told a new router would fix the issue, as I suspected it did not.  I  am unable to watch media online without buffering (BBCI player) and I am also unable to play on Xbox live because my connection is too unstable.  I have tried reset, a new router, wired, wireless, I have also tried only connecting one device at a time.  I do hope that one of the excellent moderators can fix this for me again. Craig Stockdale got it sorted for me last time.

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10 REPLIES 10
lostjonny
Aspiring Contributor
373 Views
Message 2 of 11

Re: Infinity Issue

A new router has made no change to my Infinity problems, I called customer services today to report the fault as unresolved and was told the line test was ok, I was then told I would have to pay for tech assist.  I refuse to pay for tech assist when I'm already paying wads of money for a service that is not adequate, I was then told I would be charged a fee to end my subscription, I refuse to pay for something that is not working. This is ridiculous....!!!!!

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Guru
369 Views
Message 3 of 11

Re: Infinity Issue

When you get these disconnections what colour is the HomeHub Broadband light?

 

Also, is the DSL light on the modem still green?

If this helped you please click the Star beside my name.

If this answered your question please click "Mark as Accepted Solution" below.
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Highlighted
lostjonny
Aspiring Contributor
348 Views
Message 4 of 11

Re: Infinity Issue

Hi Ryant

The broadband light is blue (no change) as is the modem light (2 green) Speed tests are also not showing a problem, and yet there is a problem, my connection is unstable..

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lostjonny
Aspiring Contributor
299 Views
Message 5 of 11

Re: Infinity Issue

I have been told by customer services that no problem on the line, they tell me that I now have to pay extra to get tech services to find the issue, what a cop out, my days with BT are now numbered, I will not continue to pay for a bad connection!!

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Distinguished Sage
258 Views
Message 6 of 11

Re: Infinity Issue

if you want the mods help again then YOU will have to contact them
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lostjonny
Aspiring Contributor
239 Views
Message 7 of 11

Re: Infinity Issue

Thanks John, I thought posting here would bring it to the mods, well at least that's what happened last time?

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Ratty2012
Recognised Expert
234 Views
Message 8 of 11

Re: Infinity Issue


@lostjonny wrote:

Thanks John, I thought posting here would bring it to the mods, well at least that's what happened last time?


You can contact the mods using the following link: http://bt.custhelp.com/app/contact_email/c/4951

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sniper
Aspiring Contributor
225 Views
Message 9 of 11

Re: Infinity Issue

Lostjonny, I'm having exactly the same problems as yourself, linecheck shows no issues, speedtest likewise but it will not run a streaming programme on any of the catch up / you tube or Love film / to say I'm getting hacked off is an understatement. BT is that far up it's own jacksy it doesn't acknowledge the problems their customers ar having, sadly I'm in contract till October.

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lostjonny
Aspiring Contributor
189 Views
Message 10 of 11

Re: Infinity Issue

Hi Sniper, It seems to me that BT don't really care about loosing customers, and that those customers might sing from the rooftops about how poor the customer care service really is, they don't seem to care that it might just impact future sales, all for the sake of listening to customer issues, my contract was renewed about 3 months ago but to be honest I don't see why I should honour my side of the contract when the service is so bad.  I will give them a week and then I wont be paying anymore money for this rubbish.

 

I hope you have better luck.

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