Am a dunce at dial-up - and well done AOL!

Anne_Marie_2 · 5 August 2006 at 2:17AM

Long tale....my broadband just wouldn't work late on Thursday night, gave up, tried again Friday morning. No joy either on laptop or home pc, so I did try the usual route of re-installing adaptors, then AOL, no joy. Aol could only pick up on internal modems and not broadband, although it was clearly working just fine, so a phone line problem was what I suspected. Couldn't deal with it until Friday night. Phoned AOL, yes there was a problem with my phone, was transferred - and the very nice lady told me that there was a repair done at my local exchange, and BT had taken it upon themselves to cancel my BB. I will be without BB for 7-10 days! Grrrrr.
Aol has refunded me immediately for the inconvenience, and has given me unlimited free dial-up until I get BB back - great customer service, especially as it was not their fault.
Anyway, a case of raking out all the old cable bits - could I remember where they all went? What a pillock, took me ages to figure it out. In my defence, the lighting was really poor, home pc is in a corner, and I am blind as a bat!
Where were you lot all then when I couldn't get on line? :rotfl:

Was too angry to contact BT, not the fault of the person on the end of the line, so calm down a bit first. The least they could have done was telephone me and admit what had happened, rather than wasting my precious time re-installing etc and going round neighbours asking if their BB working.
However will be contacting them later today, when everyone is up and about. Anyone give me advice on looking for compensation for this one from BT as it is a major inconvenience. And dial-up is not the same as BB at all! The fact that they didn't let me know - and they can hardly say they don't know my telephone number! :mad: I really don't want to let them off with anything due to their sneakiness. And also looking for compensation per day. might get BB back a bit quicker? Any thoughts would love to hear, thanks.

Mod - please feel free to move this to another board. Didn't want to put it on the vent board yet until I had contacted BT and had response from them.

marble · 5 August 2006 at 2:48AM

I had a very similar problem a few months back and gave up on compensation. This is the information I found out:

1) You do not have any contract at all for broadband supply from BT. This means you cannot go directly to BT for compensation. Whatever BT might have done, they have not agreed to provide broadband to you at all (it's all through your ISP, not BT)
2) Your ISP normally has a clause which allows them to get out of any claim which is out of their control (so you can get compensation for their servers going down, but BT screwing up is not their problem). Your ISP will redirect you to BT if you are looking for compensation.
3) Goto 1

Al

Anne_Marie_2 · 5 August 2006 at 3:36AM

Thanks Marble, although not happy with what you wrote!;)
I realize that I have not signed a contract with BT for broadband, but good customer service etc..... and it really is a major nuisance and no fault of AOL.
Anyway, will give them a call later today and be very nice, and see what transpires.
Anyone else any thoughts. experiences would appreciate that.
Anyway off to bed and hopefully dial-up will still be working later and can check back for updates.

mobilegossip · 5 August 2006 at 3:42AM

The CEO of BT is always interested ? in hearing from unsatisfied BT customers.

E-Mail him if you dont get anywhere. He or one of his senior staff usually replies.

ben.verwaaayen@bt.com.

Amalea · 5 August 2006 at 9:19AM

You won't be able to contact those responsible at BT, and chances are anyone you talk to at BT won't be able to help you either. The reason being all BB is handled by BT Wholesale-who you cannot contact directly, only your ISP can. And they don't contact you either as a rule even when they screw up - I only got contacted once when it took 3 months to get my BB setup, turned out they had installed faulty hardware at the exchange...

mobilegossip · 5 August 2006 at 9:27AM

Amalea wrote:

You won't be able to contact those responsible at BT, and chances are anyone you talk to at BT won't be able to help you either. The reason being all BB is handled by BT Wholesale-who you cannot contact directly, only your ISP can. And they don't contact you either as a rule even when they screw up - I only got contacted once when it took 3 months to get my BB setup, turned out they had installed faulty hardware at the exchange...

I have no doubt the CEO of BT can contact one of his subsidiary companies.Which is all that BT Wholesale is.;)

Amalea · 5 August 2006 at 9:48AM

mobilegossip wrote:

I have no doubt the CEO of BT can contact one of his subsidiary companies.Which is all that BT Wholesale is.;)

Aye, I was just advising Anne_Marie there isnt any point just calling their customer service centers as they wont be able to help.

Anne_Marie_2 · 5 August 2006 at 1:26PM

Thanks to all. Will send email to that contact you have given me mobilegossip if I don't get anywhere. After resting on it for the night, am going to wait until Monday to phone, as possibly will be wasting my breath over the weekend. Will update later as to what transpires. Thanks again.
AM

Am a dunce at dial-up - and well done AOL!

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