For me I had a nice chat with the engineer (he didn’t want tea though! \ this was all pre-lockdown \ social distancing in Feb). After his visit though my speed went from 20Mpbs to 10…it’s now back up to 20.
I would originally have stayed with BT as it would have been easier if they had just put me on the lower package to reflect the speeds I was getting. By the end I’d decided to leave as they had kept closing the fault as resolved.
When I called to cancel, they then tried to tell me off for not contacting the engineer team when I’d always contact the only people who had contacted me and asked for it to be escalated. I asked how would I know to call someone if no-one told me, they said tough and I could not cancel until they have made 3 attempts to fix it which I’d not allowed them - the whole thing was painful beyond belief, so many emails and calls - it was ridiculous. They sent me a new router which changed nothing.
The day after they agreed to cancel the contract I mysteriously started getting scam calls about my BT Broadband issues and how they’d found the issue etc etc people were hacking into my router blah blah - they did have some details.
In fairness the line was pretty much always stable but it will be a long time before I ever sign up with them again if ever - I tried to be reasonable at the start (I started in IT support so I know there are certain hoops to go through) but the way the acted and made it so hard to try to get it resolved. They also said they’d credit me back some of the monthly fee which they have not done.
Anyway much bigger things to worry about now but they actually lost me through their customer service - I know I’ll probably get the same speeds with my next provider - will know next week!