Is BT (British Telecom) having an outage in Northampton, England?

@BTCare what’s the best way to contact you around poor connection in my house on the Wi-fi? Sometimes it’s unusable.

@BTCare For clarity: loaning me a refurbished home hub (charge me if I don't return it, by all means) to allow you to take the logs you want would have resolved this straight away. I'm only saying that to - hopefully - help you improve your service in the future.

@BTCare Me too, but it is what it is. The quality of the technical service has always been great, and I certainly would have stayed if it had not been for this recent VDSL issue which support won't look at. If your processes change then maybe I'll be back in the future.

@BTCare loyalty team just got a reality check. I'm sorry for the lady, but if your technical support refuse to support customers, and you ask me why I'm leaving, then you're going to get my honest response.

@BTCare However, I feel we have come to an impasse. BT will not look into the issue because I am not using a home hub, yet I am not willing to sign an additional contract simply for you to collect logs. Thank you for your time.

@BTCare No network issues have been identified simply because you "cannot test" without the home hub. That's not what that point says at all; it says you are not responsible for the equipment. I can provide logs proving the line issue and you can see the degredation of the line profile.

@BTCare FYI: I am not asking for support on my router. My router has been working fine for years. I am asking for support on your service.

@BTCare Can you point me to the specific section? I can see a definition of equipment, and some clauses that refer to you not supporting customer-provided equipment, but none that mandate the use of said equipment for the service to be supported. Thanks Dee.

@BTCare @Plusnet Asking me to re-contract simply to diagnose an issue which appears - at this juncture - to be within your network is not an especially customer-first attitude. I know the VDSL dropping could be a number of things, but it is highly likely those things originate outside of my kit.

@BTCare @Plusnet Yes, it was broken so I threw it away. I appreciate trying to get logs, but the VDSL is being dropped many times a day. This will be logged at your side too.

@BTCare Yes, they suggested that I phone your sales line and subscribe to a new contract where - and I quote - I "may even get one free, depending on my new contract". This is a support issue, not a sales opportunity.

@BTCare If you guys require a home hub to diagnose issues then I am not sure where we go. I am not extending my (already expensive) BT contract simply for you to be able to diagnose the service I already pay for.

@BTCare I already have a chat going. So far as I can see your entire support structure revolves around having a home hub. Mine broke years ago.

Is there anyone @BTCare who can help diagnose a VDSL issue if I'm not running a home hub? Absolutely painful. Home hub not mandated for service, and I don't have one!

@BTCare On the phone constantly running tests constantly- it’s an engineer we need not a link we can’t access without internet - shocking service

@BTCare It is simple - we pay for a service you deliver. It’s been going on since Tuesday. I think we’ve been patient so far

@BTCare It’s rubbish same circular conversation still no internet. We need engineer out today- always been a customer but this is making me look elsewhere

@StuartDavies @BTCare If they proactively provided the 4G-provided router then that would be useful; I can set up my draytek to automatically use it as a backup route if the VDSL dies. But it appears that it's on-demand as issues are reported, which is less useful.

I don't understand @BTCare's latest email. Is "Superfast fibre plus" basically just rebranded Infinity 2? I can't see BT Sport mentioned, there's some price freeze promise, and a 4G-backed router in case of issues. But it's basically the same tech, speed, etc., right?

@BTCare any reason why we can’t connect to the broadband, the WiFi isn’t connected & the network isn’t even showing.

@BTCare why is it that when my broadband infinity goes down AGAIN checking via your website reports back "everything fine", yet I am having to post via 4G as no wifi connection? 3 evenings of none or slow wifi out of past 7 #outofcontractsoon

@BTCare I made a complaint about 2 people on livechat. I can’t talk on the phone due to my health and no one will email me about it.

Hey @BTCare why is my internet speed 48Mb/s down \ 17Mb/s up when I pay for 64Mb/s down \ 20Mb/s up in Doncaster? #bt #btbroadband #speedtest

@BTCare Hi Shane, It only seems to be like this when Playing online Rocket league. There's times when I have my ping at 20 and then days where it sits at 500+ and makes things unplayable. Customer Service did nothing for us on the phone

@ofcom can you help with lack of service from @BTCare Please?

@BTCare 23:10 and still no call back. Hub still flashing yellow. Don't know whether I'm losing half days leave for nothing tomorrow. Maybe I'll take this up with my MP, local press and Office of fair trading. Worst customer service I've ever experienced.

Hey @BTCare why is my internet speed 43Mb/s down \ 16Mb/s up when I pay for 64Mb/s down \ 20Mb/s up in Doncaster? #bt #btbroadband #speedtest

@BTCare No one could help me and it’s still not working, everything is so slow and it drops every 5/10 mins which is making streaming frustrating as shit

Instant cancel. @btsport @btsportfootball

@JozephGomez @ffsjmes I went onto the btsport app, ss, edit the photo, this shit took time

@btbusinesscare @BTCare I’ve had at least 6 complaints opened & closed with out the issue ever being resolved and a similar number of case officers #bt don’t care!