Broadband TV

[KerrCrumpet]

Hi,

we have had a complete Loss Of Service since Friday morning 6/12/24 that’s Broadband and TV.  BT immediately removed our right to leave on the same day I reported the fault and stated they couldn’t test our speed! There is no speed it is a complete Loss of Service.

We had a lovely engineer called Ian who tried to repair on Saturday but it was beyond his qualifications as it was a major incident. 

We were told Monday it would be fixed, then by Tuesday and now by 12pm Wednesday which is today.

Our TV doesn’t use an outside aerial so you can imagine that hasn’t been fun but the worst part is our teen are studying for exams and presentations with no Wi-Fi and the cost of buying data for all has been ridiculous and that’s just over 6 days. 

BT offered Monday to send a Mini Hub but when I called back to ask if that had been done it turns out the BT call handler never did send one.  

What I would like to know is are we expected to pay our December bill in full? and is it really £9 per day for Loss of Service to TV and Broadband? If it is I think this should be separate to a bill reduction. 

Hopeful?

[Keith_Beddoe]

@KerrCrumpet 

See https://www.bt.com/help/account-and-billing/automatic-compensation

No other reductions.

[iniltous]

You probably pay £30-£45 a month for broadband, that around £1 to £1.50 a day , so the £9 a day compensation is pretty generous, if there is anything critical dependent on a residential service like your broadband that’s not the providers problem, after around 5 days being out of service ( after the initial 2 days not compensated for )  , the rest of the month is effectively free , if it’s off for 10 days in total  that’s around 2 months free , 3 months if you are paying £30 and not £45 ….

[KerrCrumpet]

We pay £60+ Broadband and TV both have full LOS as TV is fully dependent on Broadband. The property doesn’t have an aerial. 

it’s an Open Reach issue they have confirmed and that I believe is BT owned or vice Vera’s.

if £9 per day started on the day of LOS and covered what we have had to spend I’d consider it generous too.

[KerrCrumpet]

Thanks for that. 

I guess I’ll have a battle on my hands because I want out the contract and to go to another supplier, preferably one that takes care of their customers with LOS. 

[Keith_Beddoe]

You would have to find a provider that does not use the Openreach network.

[KerrCrumpet]

I get what you mean there but that’s not the issue, the customer service and the lack of clarity is why I no longer wish to use BT. The broken promises too. 

we are on our last hour stretch before services resume. 

[licquorice]

You have entirely unrealistic expectations of a cheap residential broadband service. If you want a better SLA you need a business service.

[Keith_Beddoe]

@KerrCrumpet 

Fibre faults can take a long time to fix, due to complexity of the network, and finding sufficient trained Openreach Field Technicians.

That is why BT offer the loan of a mini hub, or suggest an upgrade Hybrid Connect, which would not help the TV service, but would give basic broadband access.

[KerrCrumpet]

Except, BT didn’t offer the loan of a mini hub until Monday which in actual fact was offered as a Mini Hub to keep indefinitely, this should’ve arrived yesterday BUT it turns out the woman never ordered any and therefor none should be expected and further to that the one we have here from previous issue cannot now be activated. 

So they have offered no help, no erection of TV aerial, customer service has been awful and the initial report wasn’t even reported correctly it was listed as slow connected when it’s a total LOS and has been since 10-11am 6/12/24.

nightmare. It was reportedly being rectified 12pm but not yet. Hopeful still.