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Dinzy
Beginner
431 Views
Message 1 of 6

HH3 WiFi dropping

This seems a recurring issue however here we go
I have been trying to explain to BTover at least 4 weeks there is an issue with my infinity
It keeps dropping speed and intermittently going as slow as 1mg
So after numerous actionsn such as
- change channel
- reset hub
- spend time again and again talking to "tech" support.
- waiting for call backs that never materialise

I am at the stage of stalemate. There is something not right and despite having articulated the issue on numerous occasions I seem to be making no progress

So I would like some tips on how I can obtain the HH5 as this seems to be more stable.

I an seriously considering going to the Information Commissioner about this . When I ask to complain it is totally ignored . I am also considering the small claims court for loss of time.

It's a poor show that BT cannot solve a standard issue without the customer having to escalate to external bodies.

I am writing this in the forlorn hope someone somewhere in the myriad of disparate BT departments will have the courage and decency to actually help?

If not can fellow contributors give me some help in this ?
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5 REPLIES 5
Distinguished Sage
Distinguished Sage
425 Views
Message 2 of 6

Re: HH3 WiFi dropping

This is a continuation of this thread.

https://community.bt.com/t5/BT-Infinity-Speed-Connection/infinity-speed-reduced/m-p/1482592#M177701

 

Did you read the thread relating to this wireless problem, and ask for the fix to be applied to your home hub 3?

 

https://community.bt.com/t5/Other-Broadband-Discussions/HH3-Infinity-Local-WiFi-Channel-fade/td-p/14...

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Dinzy
Beginner
415 Views
Message 3 of 6

Re: HH3 WiFi dropping

Er no - 49 pages of unhappy customers all with the same issue ?

No I want a response from BT so thanks for the reply it is very much appreciated
Is Olga there ? I will wait for BT to respond so I can keep a record of their response
Thanks
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Dinzy
Beginner
411 Views
Message 4 of 6

Re: HH3 WiFi dropping

Also Keith - if it's a known issue and looking at the amount of posts on here then surely BT could have proactively offered this fix to me ?
Or do you have to go through a rite of passage with them before they offer any actual help?
I suppose they can hide the number of faults if they use the forums
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Distinguished Sage
Distinguished Sage
401 Views
Message 5 of 6

Re: HH3 WiFi dropping

I have asked a moderator to provide assistance, they will post an invite on this thread.

 


They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.

Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they cannot deal with service issues that way.

For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.

They will respond either by phone or e-mail, when its your turn in the queue.
Please use the tracked e-mail, to reply, not via the forum. Thanks

 

 

 

modpicture.jpg

 

 

 

This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it

 

 

 

Image2.jpg

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Moderator-Retired
398 Views
Message 6 of 6

Re: HH3 WiFi dropping

Hi Dinzy,

 

I have offered you help on https://community.bt.com/t5/Other-Broadband-Discussions/HH3-Infinity-Local-WiFi-Channel-fade/m-p/149...

 

Can you send me in your details and I will take it from there.

 

Thanks,

OlgaC 

Community ModeratorOlga
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