Having BT broadband amongst the rest (except Virgin) is like the proverbial rock and a hard place. I've been with BT for over 10yrs and the service is comparatively reliable. However, should you run into difficulties as I've recently done, you'll wonder why I have put up with them all these while.
For the past 1 year, my broadband (option 3 - highest option before infinity) has been disconnecting,whenever I make call from the landline or receive call; leading to loss in web activities etc. I've complained for that period of time but not regularly as I was studying - until recently. Strangely they only recollected my most recent complaint when they offered to compensate me without fixing the problem (that's £4 for 2 months)!
I asked for the Hub to be replaced as they finally blamed the hub (2008) for being too old. They said I'll have it free but on signing of a new contract (which is not free) or buy a new one for £99.
I declined this con and demanded they fix the hub or move me to infinity at lower cost as a compromise. I'm now complaining in writing and may progress this to their Ombudsman. As previously mentioned in the forum, it is harder to see a BT engineer than see God. I've asked for them to come down to my house and see what I've been puting up with.Not a chance!
Nonetheless, the connection is superb save for this irriattating drops in connection when I call, receive or end call. I'll like to stick with them as no real alternative exists without using their landline. I do not have Virgin in my area - the real alternative
We have the same fault it is a problem with the line it uses a lot to get the phone to ring and causes the broadband line to drop out. We are demented as it is an area fault with the cable after 4 years of faults appx 3 times a year we are fed up. No compensation so far it also affects our neighbors in one case they have ripped out everything and rely on mobiles.
I moved to Virgin a week ago, and I am already looking th leave. Their customer care is non-existent, they leave on hold, they cannot find your account and their engineers don't turn up for appointments.
Not sure how to proceed if Virgin is not all I had believed. Like I said, I'll go for BT infinity at a good price rather than sign a new contract to get a new hub for the existing option.No real alternative exists in phone business or energy business. We have been conned and either call their bluffs and stop using their services or we try and live with it in a compromised way..
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"If I could give less than 1 star I would do so. from the date I joint BT the telephone line stopped working, took months and many calls and letters to sort it out. I had the fibre broadband, had many problems, especially with the Wi-Fi, when I called the reply was that they do not guarantee Wi-Fi, although in the advert they claim that BT hub is the best for Wi-Fi. Managers never call back. Please do yourself a favour do not go near BT ."
"Contacting BT is a horrible experience from start to finish. When you eventually get through to a customer service representative, they would rather just read a script in front of them than try to understand or resolve any faults or problems.
They have made mistakes with billing and takes three times the amount via DD than they should have causing my bank account to go overdrawn. Then then refused to refund the money saying that they would adjust it against..." more
"I am very much disappointed with the BT services we are receiving, with all three services, Tel, television and internet.
shortly after we joined our telephone was down for two weeks. there was interference on our line that made conversation extremely difficult. We were never compensated for loss of service.
It was fixed then but since we have had intermittent problems with quality. Sometimes we are told by callers to our house that they called but..." more
"I took out a new contract with BT when we moved home a few months ago,at the time I was told that I could expect average Broadband speeds of approx 6-7 mbps.....Yeh right!
I am lucky if I get 3 mbps...I have contacted their appalling broadband help centre on I forget how many occasions,only to be given the usual spiel...have you unplugged the router etc etc.....
They work from a script,whatever you do,don't try and get them to deviate from it,it'll end in tears!
"They made a mistake and they threaten me to close my account. It took me 3 days and long hours me to sort out their mistake. Nobody is interested to actually help you. What a disappointment. They should be ashamed that they wear the name BRITISH..."
"First of all, I'm a Network Engineer.
I've had 3 ISPs in the last 12 years. Pipex, Be, and SKY
Pipex were great. Until they got bought out.
Be were brilliant, right up until I left looking for a cheaper deal
Sky? Sheesh, absolute nightmare.
two week long outages with me doing all the chasing for updates/progress
Unsteady line and long outages. I don't think it's ever been up for 24hrs without a break.
Apparently it's always Openreach to blame, which is odd..." more
"Virgin media broadband and phone line is a rip off, customer service is poor.
I have been a customer for several years and its the same problem again and again that whilst your on the internet it will disconnect you. I have complained, router was changed and the problem keeps happening all the time and I am so fed up.
Virgin Media should not exist"
"I switched from BT Infinity to TalkTalk 'Superpowered Fibre Broadband' on 09/11/13, with changeover on 26/11/13. Phone changed OK so tried to install TT router - no instructions or Quick Set Up guide - engineer visit would cost £90. Contacted call centre and explained problem. Gentleman instructed me to insert broadband cable into ADSL filter and plug that into master telephone socket! Repeated that I was supposed to have 'Superpowered Fibre Broadband' and..." more
"Infinity is just an excuse by BT to monopolise the market and screw the customers. In this area, there are fewer fibre service providers available... mostly BT and Plusnet (who are bt-owned), and of course the prices go up.
Any problems, bad luck. Apart from India, they only communicate by computer, by voicemail, or by texting and it's all one-way; you cannot discuss problems with a human being. I didn't need a router, I've already got 3 from BT, but I couldn't..." more
"Our Sky broadband intermittently drops download speed for no reason, we have had an Openreach engineer out 3 times just to do the same tests, each time forcing me or my partner to take 1/2day annual leave, the last engineer advised it is likely to be an issue with the exchange or the Sky broadband network, when I relayed this to Sky they still insist I need to be there and take another 1/2 day off so the engineer can have access to my apartment even though it has..." more
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