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Aspiring Contributor
Message 1 of 4

Poor service

Been with BT for 6 months now having switched from Virgin. I’ve had issues from day one. The broadband is really poor and the tv has a few channels that are all blocky and we keep getting messages to say tv signal is weak. We had no issues with Virgin for over 10 years. BT have any sent us window extenders which have made no difference.  Any thought on what else we can try before I try to get out of the contract 

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Recognised Expert
Message 2 of 4

Re: Poor service


The main channels will all be supplied via your TV aerial, sounds like this needs upgrading or adjusting then it will affect the pictures being blocky.


When you say the broadband is poor, what speed and results do you get when you run a speed test?

Is your router plugged into the master socket in the house? Are you using the filters on the phones and router too?


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Distinguished Expert
Message 3 of 4

Re: Poor service

How sure are you that your terrestrial aerial is up to scratch? If you were with Virgin then presumably had not relied on that until now.

How is your BT Youview box connected to the Home Hub router? If not using an ethernet cable the worth trying it as a test to see if the problem is with the broadband connection or wi-fi within your home.
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Distinguished Sage
Distinguished Sage
Message 4 of 4

Re: Poor service

in order for the forum members to help please can you post the stats from your router HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

run btspeedtester and post results  must be done with ethernet connection

have you turned of smart setup  

Turn Off smart setup


enter your phone number and post results  remember to delete number

Someone may then be able to offer help/assistance/suggestions to your problem

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