Reclaiming monthly payments - poor connection

[kiethton]

Setting the scene, we’re currently with a common internet/TV provider on a bundle at £45pm, 100mb broadband and a fairly basic TV package. We downgraded from 200mb and a more comprehensive TV package about 10 months ago.

All was fine initially on the prior package but since switching the internet (well lack of) has become a real issue. We now get a measured, tested connection speed of 0.1-4.0 mb/s - we should be getting 100mb/s

Thing is it’s always impossible to use between 7-10pm (only time we’re home and awake), but is intermittent - watching Netflix we will get about 3-8 minute in then a constant buffering period and another 10-60 seconds of video - impossible.

We’ve had tech’s visit without resolving the issue and with the recent price rise I’ve cancelled (as they couldn’t guarantee fixing it). As part of this issue they have freely admitted that our internet usage has dropped by about 70% from where it was but as we had been using the service they wouldn’t refund us and would only add a £50 credit with a new 12m contract (why bey think I’d do that without a guaranteed fix I’ll never know). It feels like we’re being throttled but that’s denied.

When all is said and done I was considering approaching the bank for a DD guarantee refund as we’re not getting the service we have been paying for - (compromising at paying half the contracted amount) is there any better way of doing it, as we’ve cancelled they’re now even more disinterested and won’t help...been trying to watch the last episode of Better Call Saul for about 3 hours now and have seen about 20 minutes...first world problems and all but it’s not on....

ETA: his has been consistent for most of the evening

Edited by kiethton on Sunday 14th October 21:12

[TooMany2cvs]

This is on cable?

[kiethton]

Yes - cable connection

[Robbo 27]

Also had this problem, it was with Virgin. Intermittent broadband, after many tech visits which improved things only for a short time, complaints to the CEO I now have a trouble free service. I rebooted the router every day and moved the int. cable to a different port.

Its now fine, no issues, but I had 6 months of aggro.

[kiethton]

Yes also virgin - now I’m leaving I’ve got another 3 weeks of it until I’m free - thinking sky fibre?

Just a piss take to be forced to pay full amount when I haven’t been receiving the appropriate service.

[entropy]

Usually the simplest thing to do is to change your DNS server which are quick and reliable.

Log in to your router settings and change your DNS server settings to either these numbers:

Google DNS: 8.8.8.8 or 8.8.4.4
Cloudfare DNS: 1.1.1.1 or 1.0.0.1
Norton DNS: 198.153.192.40 or 198.153.194.40
Open DNS : 208.67.222.222 or 208.67.220.220

[kiethton]

Thanks - will give that a look later