Btinfinity

I have been a BT customer for years. The infinity broadband is great while it's working but the minute there is an issue, it's a big problem. On one occasion I phoned about a fault on my phone line and was told that a remote test showed the fault to be on my property so I would have to pay 拢120 for an engineer to call out. I refused and let the problem continue for a few months. I then rang back. This time a remote test showed that the problem was not on my property so BT was prepared to fix it. The same fault, nothing had changed except the outcome of BT's remote test. The engineer who visited told me the remote tests are wildly inaccurate.

Recently I have had very heavy extra usage charges on my broadband, occuring just as my contract has run out. Phoning to find out why this has happened (my usage hasn't changed) BT attempted to contract me into an expensive deal for TWO YEARS. During the same call I asked for the BT TV package to be removed from my account (it hasn't worked for over a year and I gave up ringing the call centre about it after a number of wasted hours on the phone being passed from department to department). I was told this was removed for me. Today I phoned on another matter and discovered it was not removed, I am still paying for it and 4 weeks notice is required to stop paying for it.

For last 7 years Bt and Bt infinity are adamant that someone else lives at my address. Each time junk & unsolicited mail arrives I return to sender with a note saying not at this address. Yet both companies ignore the return mail and still insist on bombarding me with their unwanted mail. I'm not a BT customer & because of their actions I never will be. How do I get this stupid company to remove this other person details from their list. I don't want to give them my details as they'll just continue to send out rubbish mail to me.

I joined BT infinity after a terrible experience with another provider, who shall remain unnamed. I've been with them now for over 2 years and I have a solid 75Mbps connection day and night. The latency is always very low (about 6ms).
I can't comment on their customer service as I have never needed to call them!

Infinity was initially fast and reliable for the first 1.5 years. The last 6-8 months have been a nightmare. Working from home was an opportunity to help me utilize my time better but consistent 'line dropping' has hindered me. Today I have had to VPN in a minimum of 10 times, a frustrating position when responding to Clients and within my own organisation. A number of calls have been logged without resolving the issue and no sign to improve. At my wits end and now looking at alternates to move away from BT as it would appear I am just an invisible small fish in a very big tank.