I called BT customer services this evening and waited for an hour and twenty minutes to speak to someone. When they finally answered they undertook some kind of diagnostic procedure, told me my line was fine and that I just needed to restart the router and "keep it away from any walls or electrical devices". When I told them I wanted an engineer to come out they just kept repeating the script.
We went round in circles for a bit and eventually I got fed up and told them I wasn't happy and wanted to make a formal complaint. I was told "Yes, the complaint is fine, I'm taking notes", I said that I wanted to make a formal complaint and wanted to know what their procedure was, when they'd investigate and when I'd hear from them (I know... haha). We went around in circles until I asked to speak to his supervisor at which point he cut me off.
As a BT customer; I recognise that customer service scenario all too well as BT customer service often appear to be snowed under with customers ringing them up and when you do get through to speak with them I have found that the line often goes dead.
I have been with BT Infinity for some years, (at the last house which was about the same distance from the cabinet), we got around 55 Mbps and in this house we usually get around 34 Mbps and since Openreach carried out, (what they called improvements to the cabinet via Huawei engineers), a few weeks ago our connection has been even worse than it was.
In the area that we live, if we had and alternative to Openreach such as Virgin Media we would have left but as it in our case we are stuck with Openreach irrespective of which ISP we choose.
Quite frankly I blame the UK Government for setting up this inept and ridiculous broadband system where instead of simply having a national grid for phone lines as in the case of electricity we end up with needing to consider the cabling when changing broadband suppliers.
Imagine if your electricity supply was not within a reasonably tightly controlled standardised supply quality target range for the whole country and it was run and was controlled by BT/Openreach who decided that you could get up to 230 volts and that anything over 50 volts was OK for your electric supply line they would soon lose control over the supply cables.
As it is, the BT/Openreach speed targets go up and down like a tarts knickers and whatever you get is, according to them, within their target speed range but as I understand it if a customer is getting under the, so called, guaranteed level as per the email that they received when they took the service out and with proof via something like the BTW Performance Tests that customer can leave without penalty.
http://www.ispreview.co.uk/index.php/2015/06/ofcom-d...
On the whole OFCOM is useless but this appears to be a small step forward. Therefore, especially since you have only recently joined them, I suspect that if you continue pressing BT and keep sending them BTW performance that you will be able to leave without penalty
If we had Virgin Media as an alternative we would go elsewhere but as it is we seem to be in the complaints process and will probably be setting letters to the local MP. (Not that that would do any good as all the rubbish tends to come out of Westminster and all of the good legislation tends to come out of Europe).
Even Spain is getting an FTTH rollout while we are stuck with BT/Openreach.
I wish you well with it but I would check what Virgin had to offer if I was you.
Regards,
Fido
BT Infinity
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I don't own a fixed line phone, but I guess I'll pick one up for a fiver from argos so I can try!