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besmirched
Contributor
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Message 1 of 9

How do I leave BT during contract period?

Figured best to make a new thread as pointless keeping the other one going regarding disconnects and possible solutions.

Come Monday, if I get any more disconnects, then I just want to leave, and I want to leave without having to pay BT a fee for doing so during contract.

Am I right to assume that by failing to provide me with a reliable Fibre connection that they should not seek a fee from me leaving? Surely they've breached their own contract by having me pay a connection fee and monthly charges since April.

I will obviously need internet access from another provider. Does anyone know how best to go about this, the transition itself? What ISP to recommend, one who supplies a router that does not lose connection?

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8 REPLIES 8
Distinguished Sage
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Message 2 of 9

Re: How do I leave BT during contract period?

If the issue is a line fault, then it matters not which ISP you move to, as the line will still be the same Openreach infrastructure. The only time that would change would be if you were to move to Virgin, who have their own network.

I assume BT have tried and failed to remedy the issue with engineer visits and or, replacement equipment?
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besmirched
Contributor
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Message 3 of 9

Re: How do I leave BT during contract period?

I've had no engineer visit, just replacement Hubs. They do a check on their computer, as I have done on the website, which shows no line fault, so they just replace the Hub. Although coming on these forums, it seems every other post is talking about Home Hub disconnects which makes me think there's no such thing as a working BT Hub 5 that can maintain connection.

I tried the line noise test and can hear a low hum, which is apparently normal for a cordless phone.
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Distinguished Sage
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Message 4 of 9

Re: How do I leave BT during contract period?

Insist on an engineer visit
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besmirched
Contributor
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Message 5 of 9

Re: How do I leave BT during contract period?

I'll mention it Monday then, assuming issues persist.

The other topics I've read on here, it seems other people resort to buying a third-party router to fix the problem. Isn't that indication that the BT supplied Hubs are flawed before they ever get shipped out to customers?
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Distinguished Sage
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Message 6 of 9

Re: How do I leave BT during contract period?

there are many more who never post on forums who have no problems with their hubs I have used a hub 6 since May with no problems of any sort and there others on the forum who find the same
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besmirched
Contributor
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Message 7 of 9

Re: How do I leave BT during contract period?

Cheers for the prompt replies, John. There's at least someone listening to all these moans and groans on the forums 😉

Just had another disconnect a minute ago, this time I saw the B symbol light up in red on the front of the hub, with the usual orange strip light that's appeared on the same hubs before. The two previous hubs never lit up the B light, just the strip light would turn orange during the disconnections.

Does that B light mean this 3rd one is faulty, or am I to consider these disconnections normal during the first 10-days of setup?

BT CS chats have never mentioned this 10-day stability period, but I've read about it on other posts here.

I have a router from previous ISP, is it worth setting that up, is it easy to set it up (need specific BT info to input?) to work with BT Infinity, or do only certain routers work? It's Huawei HG633 model.
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Distinguished Sage
Distinguished Sage
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Message 8 of 9

Re: How do I leave BT during contract period?


@besmirched wrote:


I have a router from previous ISP, is it worth setting that up, is it easy to set it up (need specific BT info to input?) to work with BT Infinity, or do only certain routers work? It's Huawei HG633 model.

Won't work, its an ADSL modem/router and probably locked to TalkTalk in any case. I doubt your problem is the router, more likely to be a line fault.

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alfonzo
Beginner
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Message 9 of 9

Re: How do I leave BT during contract period?

Think you answered your own question in your first post. If they are not providing the service agreed then they are in breach of contract. (After giving them a reasonable time to resolve the issue)
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