Internet dropping out frequently

[LMM1]

Had BT internet a few months now and it's constantly dropping out. I may be watching a film or on a work meeting and it drops out and disconnects. Really frustrating. Even though the speed is fine.  Had a BT engineer come out who said that a phone line had been trying to connect which was causing the issue. However a week on and its still happening. I've raised the fault via complaint with BT buy not heard anything back and I'm left paying for the issue. Will I get a refund, will it get fixed or am I stuck with a poor BT service ??? It does not feel right to be paying for something that doesn't work.... Luke 

[Keith_Beddoe]

@LMM1 

Welcome to this user forum for BT Retail phone and broadband customers.

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

What sort of broadband connection do you have?

Do the lights on the BT Home Hub change colour when you get the disconnections?

[imjolly]

which internet connection do you have - fibre to cabinet and copper line to your home FTTC or fibre direct to your home FTTP?

is the hub light changing from Blue and if so to what colour?

are you connecting wireless or using ethernet cable?

[LMM1]

Hi its connected to by a wire called ADSL modem and Phone But I don't have a phone line.

It's the Fibre internet. When the internet drops out the light does not change and remains blue.

Thanks for any help you can give, but given BT have sent an engineer out and they still can't fix it. My hopes are diminishing and I am stuck with internet not fit for purpose 😞 

[Keith_Beddoe]

@LMM1 

Do directly connected Ethernet devices lose their connection, as this may just be a wireless connectivity issue, that BT have no control over?

[LMM1]

how else would the modem connect? The BT engineer said it should be working fine. It is ridiculous I am paying over £40 a month for an internbet service, that when I was with VODAPHONE was excellent. I don't see why it would be any different with VODAPHONE's connection?

[LMM1]

What do customers do when BT internet keeps droppong out?? Should they keep paying?? I had VODAPHOINE before and it worked perfectly well. BT however does not and i would 100% not recommend BT to anyone, as a customer I ahve had an enginerr out and it is still not working. How can I get a full refiund??

[Keith_Beddoe]

Are all your devices connected using wireless, or are any directly plugged into an Ethernet port on the home hub?

[imjolly]

we keep asking the same question but never get an answer - are you connecting using wireless ?  if so have you tried connecting with ethernet cable

with the hub lights remaining blue that suggest internet connection to hub is ok and problem is with connection to devices

[LMM1]

The hub is connected via wireless via the ADSL connector. There is no where for me to plug an ethernet into the wall.  

The BT engineer checked all connections were correct. And said it was an external issue which he thought he had fixed. However my internet keeps dropping out.

It is not the equipment I am trying to connect to as it all worked perfectly well with vodaphone.

Appreciate any help you can offer in advance. My experience with BT ggus far has been very disappointing and certainly not a service I would recommend to anyone 😞