Internet provider · Connectivity hell
BT
Up to a lot. Down to not much.
Public Wi-Fi complaints
As of 5 November 2026. The chart shows complaints per full UTC day since tracking began. See how this is counted.
Public complaints
In their own words
Examples behind the count. The wall moves on its own; hover, focus or touch it to pause.
Practical help
Check BT, then make a case
Start with the provider’s own equipment and outage checks. Save your plan wording, repeatable measurements and support reference before asking for an investigation.
Applies to: BT Smart Hub 2 and BT Smart Hub 3 with current Hub Manager software (menus as of 2026), and the My BT app. EE’s own Smart Hub 6 and 7 models have different menus and are not covered. · Checked 3 November 2026.
Check your BT Smart Hub
These checks apply to BT Smart Hub. Check the model before following its menus.
Check the hub light. Solid blue means connected; flashing orange means still connecting.
In Hub Manager at
192.168.1.254, read Connection Status on the home page.In the My BT app, select Check service status on the home screen to look for outages.
To test the line itself, log in on bt.com and run Test your broadband.
Separate the service from your home Wi-Fi
For the exact settings and supported equipment, see the BT Smart Hub guide.
Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service.
Compare a wired connection to the router with Wi-Fi on the same device.
Repeat the same test server during the slowdown and at a quieter time.
Record download, upload, latency and whether another household device was using the connection.
How to complain to BT
Use BT’s official support to report the fault. Request a formal complaint reference if it remains unresolved.
Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response.
For the local escalation route and conditions, follow the United Kingdom complaint guide.
Official credit or compensation information
Check BT’s published claim or compensation route. Review its current conditions for the fault you experienced.
A total loss of service, intermittent faults and slow speeds can follow different rules. A report does not establish eligibility by itself.
Public data: complaints reported to Ofcom
Ofcom publishes provider comparisons for fixed broadband complaints. Use the same reporting period and service category when comparing providers.
Complaints reaching the regulator are different from all complaints made to a provider. They do not measure the speed or reliability of your individual line.
Collect the evidence with Kilobat
On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing.
The basic report export is free. Kilobat Pro’s complaint wizard helps assemble your evidence, impact and requested resolution into a draft you review and send.
Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure.
Provider sources (20)
- BT Help: Set up or change BT Hub password ↗
- BT Help: Access and use your BT Hub Manager ↗
- BT Help: Security warning when accessing the Hub Manager ↗
- BT Help: BT Smart Hub 2 device guide ↗
- BT Help: BT Smart Hub 3 device guide ↗
- BT Help: Restart my BT Hub ↗
- BT Help: How do I reset my BT Hub to its factory settings ↗
- BT Help: Security on your BT Hub ↗
- BT Help: BT Wi-Fi Care ↗
- BT Help: How do I use BT Wi-Fi access controls? ↗
- BT Help: How do I set up port forwarding on my BT Hub? ↗
- BT Help: How do I split my BT Hub’s SSID? ↗
- BT Help: Connect all your devices with Compatible Wi-Fi ↗
- BT Help: How to change the Wi-Fi channel on your BT Hub ↗
- BT Help: How do I set up Complete Wi-Fi? ↗
- BT Help: How to check your DNS settings ↗
- BT Help: I’ve got no broadband connection ↗
- EE Help: Manage your EE Hub ↗
- BT: claim or compensation information ↗
- Ofcom: telecoms complaints by provider ↗
Your rights and escalation route
What to do if the provider does not fix it
Rules depend on where the service is supplied and on your agreement. These jurisdiction guides explain the documented process and link to official sources.
UK broadband below minimum speed: complaints and leaving your contract
Your minimum guaranteed speed matters more than the headline average. Find the commitment your provider gave you before choosing a complaint route.
Find your minimum guaranteed download speed
Look in your order confirmation and contract. Record the minimum, the address-specific estimate and any measurement conditions.
Under Ofcom’s voluntary broadband speeds code, participating providers give a minimum guaranteed speed. A Wi-Fi test alone may not measure that commitment.
Give the provider the evidence and a chance to fix it
Report the speed problem and keep the reference and date. Follow the provider’s requested diagnostics and retain the results.
Ofcom says you may be able to leave without penalty if the speed remains below the minimum and cannot be fixed within 30 calendar days.
Check the provider’s code participation and the conditions applying to your service. Do not treat every slow result as an automatic cancellation right.
When can you use independent dispute resolution?
Make a formal complaint through your provider. Eligible unresolved complaints can go to its approved ADR scheme after six weeks, or earlier with a deadlock letter.
Ofcom does not resolve individual complaints. Use the provider’s complaints code to identify its approved scheme.
Prepare your complaint
Use the complaint template to state the problem, evidence and requested resolution. Keep the tone factual.
You can collect evidence without Kilobat. If you use a Kilobat report, review it before sharing and add your test conditions.
Still stuck?
You can ask for help at ping@kilobat.app. Send your symptoms and reviewed test results, with or without Kilobat.
Official sources
Find the failing hop
Give support something they can investigate.
When a connection fails, Kilobat checks your Mac’s Wi-Fi, router, internet access and DNS in turn. That helps separate a local signal or router problem from a fault farther along the route.
Keep dated results and test conditions. The free support report helps you explain what happened. Kilobat Pro can assemble a reviewed PDF complaint pack with measurements, an incident timeline, your plan details and the remedy you request.
You decide what to include and send it yourself. Measurements from one Mac cannot establish service-wide uptime or prove operator fault.
PDF dossier · reviewed by you
Evidence you can send
