BT = Rubbish service and rubbish Customer Services

shadowdragon

Ok Long story short here...

Pretty much been going round in circles with BT about BB speed getting lower and lower, Indian call centre are next to usless, fired off a complaint via BT Website, also sent Email to BT CEO, Ended up back talking to a Indian in there call centre, who said that theres nothing wrong with the line and likley to charge me £99 + Vat for engineer, would you recommend phoning OFCOM and would they be able to get my Contract terminated (about 3/4 months into it). Tonite the BB is so flakey its pretty much unusable.

iniltous

Have you done the usual self help stuff, like plugging the router directly into
the master socket test jack ( if fitted)
Have you done a test at www.speedtester.bt.com
Post your test results and your router connection stats (if possible) then based on those results you may get a few pointers where the problem is

willo65

I agree that there cs is awful, A few months back they sent a letter saying someon had applied to take over the line in a different name?? rang them explained this is incorrect. All fine apparently on date they said would be cut off due to above even though they sorted it my phone went off for 2 days. they put it back on and no BB - BB was with AOL but rang them and tried to fix didn't work. Rang BT and explained they sent engineer who pointed to a snag in wire going to sky box and blamed that -(I wasn't home) anyways unplugged said wire and still no luck. Rang them again stll couldn't fix and charged me £117.50 - eventually after abou 2 weeks AOL sorted with BT and was fixed. Rang BT to complain about charge and she said would Halve it. i said well I'm not paying other half as they caused probs in first place. After about an hour on the phone to them the fee was wiped. good luck

mannews

Shocked to hear that you got nothing sorted with the CEO. We had problems with BT got CEO involved and it was sorted with 48hrs, also mother in law got a bill wiped by e-mailing CEO aswell. I reckon go to OFCOM after trying what iniltous suggests as you have gone to the top and got new joy. Good luck

shadowdragon

iniltous wrote: »

Have you done the usual self help stuff, like plugging the router directly into
the master socket test jack ( if fitted)
Have you done a test at www.speedtester.bt.com
Post your test results and your router connection stats (if possible) then based on those results you may get a few pointers where the problem is

:rotfl::rotfl:...sorry for the :rotfl:...but One of my Gripes is that everytime i ring them they go through there scripts and procedures, which are exactly what you suggest. I have done all that, I have a log showing my speed tests from last september and the degredation of my BB connection. BT themselves sent an engineer who tested all my internal network, and found nothing wrong. I dont have extention sockets etc, so no bell wire to bypass. And used the normal and the test socket. They have changed the wire from the subbox to the TelephonePole, and done work at the exchange too.

I am Wayyyyy passed the test this test that phase, but when you ring you start again from the beginning.

thanks for the advice, think its time to get OFCOM involved.

littleboo

What is the sync rate and ip profile from your most recent test ?

shadowdragon

littleboo wrote: »

What is the sync rate and ip profile from your most recent test ?

Your DSL connection rate: 4864 kbps(DOWN-STREAM), 448 kbps(UP-STREAM)
IP profile for your line is - 4000 kbps

This although is at 1pm in the afternoon and quite stable, I assure you that at 5-9pm tonite that will be anywhere from 500kbps to approx 3000kbps. And will fluctuate at any point inbetween.

Also noticed that the BT HUB 2.0 (the blackone) doesnt have a lot of options for messing with it!!!

anyway I have contacted OFCOM and I followed there advice ive rang the BT OFCOM department and wrote a letter to there Durham office so should hear something in 48hours!! Fingers crossed that they a)fix it or b)i can get out of my contract!!!

BT_company_representative

Hi Shadowdragon,

I am really sorry for the problems that you are having with your broadband connection. This is something that I may be able to help with. I will send you a private message with contact details for myself. Please reply to my PM.

Cheers
Sean
BT Customer Support

Coops025

Pretty simple diagnostic here, BT's Virtual paths are under heavy load at the peak times causing your speeds to be reduced.

Dont worry they should be able to sort this for you but you need to know what is happening. Try the kitz website they explain VP's very well.

Good luck

MrsTinks

Without more diagnostics I would agree it sounds like the VP needs upgrading But that would need to be verified and would depend on what type of connection you are actually on