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BT Debacle

I have been with BT since moving back to the UK in 2006. Over this period I have had several problems, they have been resolved until now. Two weeks ago my home hub kept dropping the broadband signal, so I use BTs preferred method and go online help I get connected to India, I explain the problem also occurs on the hard wired main PC, not just the WiFi units, they do a test and send me a new home hub. It has been installed now for three days, the new unit has dropped out once on the 1st day, three times day two and today four times, to my knowledge.

I speak to someone in India online, who tells me I have to have a BT engineer to my property for them to check their equipment, if the engineer finds that it is damaged within the house I face footing the call out fee of £129.99 plus any repair costs. There are no bare wires in the property, only the boxes that BT installed, none have ever been touched. Would I believe a BT engineer to give a totally honest, unbiased solution, I don't think so as no doubt they are paid on what they can sell.

I ring cancellations who tell me I am still in contract, as I took BT Sport as a free to BT Broadband customers option, they then transfer the call again and put me onto an engineer request operative.

He checks in depth and tells me the broadband has dropped out 5 times yesterday 7 times the day before and currently 7 times today. He is sending yet another home hub out to me. If this doesn't work then I will have to have an engineer out, he also tells me that the wireless signal may be being interfered with by another WiFi unit close by, did anyone listen when I explained that the hard wired unit was also affected.

So After over 2 hours on the phone plus 40 + minutes online I end up speaking to someone in India, regarding a BRITISH company supplying BRITISH people with a BRITISH product.

The customer service is a total disgrace, the whole echelon of management need to go on a basic "how to treat Customers fairly" course, they haven't a clue. Perhaps I need to find the email address for the CEO of BT, and email him, providing the broadband is working that is.
 
I'd say the first thing we need to do is to establish what is actually happening on your line. I'm not sure how much detail HomeHub's give for this but last I recall the necessary information could be found under the 'Advanced Settings' or 'Settings' part of the routers web interface (varies slightly depending on the HH model).

Ideally the details we need to see for your line are things like attenuation, noise margin etc. You should have a list of this stuff in your router somewhere. It should look a bit like this:

https://community.bt.com/t5/image/s...5884E57C6E/image-size/original?v=mpbl-1&px=-1

Could you copy and paste the results from that page here so we can see what's happening to your line?
 
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