you ask what when wrong it more what went right the answer is nothing. I started with bt because virgin was bad told by people that it would be great. from the start my download and up load strength was no where near what it should have been complained, customer care didn't CARE got an engineer strength went up to drop the next day another engineer strength went up to drop with in a week. called customer care (Ha) once, twice, third time lost my temper, called offcom and complained which I got a ref number, called bt this time got custom care from England, and I asked for a letter of deadlock and also this time they was a lot better at dealing with my complaint, funny that, got another engineer, he moved my connection to another point in main box 150m away this was on 15/8/17, been checking strength, mostly its been between 35mb to 39mb download apart from 1 day where it went to 29mb, upload been 6.5 to 9.5 but yesterday this dropped to 0.84mb going down to 0.77 and is now 0.85 so thing are going wrong again. If it go's lower I will phone again but soon I will be cancelling and will never got back to them again. I thought virgin was bad but BT beat them hands down.