BT BroadBand Service gets Worse although Price is Increasing

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BT Infinity
★★☆☆☆
1.7
15.0% of users recommend this
  • Reliability

  • Customer Service

  • Speed Consistency

  • Value For Money

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Guest's review of BT Infinity

“BT BroadBand Service gets Worse although Price is...”

★★☆☆☆

written by on 25/09/2014

We have been BT BroadBand users for many years. Just when I read that there is shortly to be a dramatic price increase, the service gets worse than it has ever been. Some cynics say this is just to get us to pay even more for a fibreoptic connection. Others say it's to help pay for BT Sports TV.

We were unable to send emails or get an internet connection twice in the last 7 days.

On the first occasion, I phoned to complain and was eventually put through to an extremely helpful and courteous engineer in Mumbai. He suggested I disconnect the Infinity Hub and the white box. Then reconnect and switch on after 5 minutes. I did so and it worked.

On the second occasion when once again a week later we couldn't send emails or connect to the internet, I followed the advice given previously. But this time it didn't work. Still no connection.

I then phoned to complain again. After a long wait, I was put through to another extremely helpful and courteous engineer in Mumbai. He told me to swap over the infinity connection cable between the hub and the white box and to leave for a few minutes. He phoned me back on my mobile so that he could advise me while I was downstairs doing this. Once again this worked.

So I have great praise and respect for BT's Mumbai engineers. But not for the BroadBand service provided by BT. Why does the system fail every week? It's certainly not worth an increase in charges.

Does anyone have advice?

  • Reliability

  • Customer Service

  • Speed Consistency

  • Value For Money

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