BT Broadband - new customer

angedavs

i am at the end of my tether. I ordered BT phone and Broadband, whilst I'm happy with phone, I cannot be connected to broadband wirelessly. I only had equipment on 8th July, spent 1.5hrs with technical support who could get me connected via hard wire but not wireless. i was told to take my laptop back to shop or take out an technical package with them.

the sales rep told me I had 14 days to cancel Broadband. I have been on the phone to at least 20 different people today, ranging from customer options, tech managers, complaints managers etc. all are saying I need to pay the remaining 18 month contract. I have had this 4 days and not been used. I have now been waiting patiently for someone to ring me back (5 mins she said), it has now been 40 mins! Can someone advise on my rights?

penrhyn

What steps have you taken to connect your laptop wirelessly, is it wireless enabled?
Its hardly BT's fault if it won't connect unless the router/homehub is faulty which as you are connecting via Ethernet is unlikely.

1carminestocky

Does the BT Home Hub incorporate push 'n' connect technology or is it exclusive to netgear? My new netgear router and USB adapter has this and it works brilliantly. Even a Phylis Stein like myself got it working in no time, lol.

Kavanne

Customer options are the people who can cancel your product, make it clear you are within your cancellation period though. They will do all they can not to cancel it, include hanging up on you, so make sure you get the name of who you are speaking to at the beginning of the call.

I just had a horrific experience trying to cancel. They really have no shame.

angedavs

I spent 1.5 hours with BT Tech support who gave me options of taking my laptop back to shop or taking out their payment plan. I already have an 02 dongle which is fine. Also, my laptop works fine (wirelessly) at my mothers who has BT broadband.

In agreement with Kavane, BT has cut me off 3 times today and also not phoned back on 2 occassions when promised. On my last call, I was told someone would ring me back in 2-5 days.

I will try another person in technical support tomorrow see if someone else can work through the installation with me.

thanks for responses.

ihatebt_2

BT are not actually responsible for your computer making the wireless connection to the router (unless the wireless part of router is faulty).

Is wireless enabled on your computer? Do you actually have wireless capability on your computer? Trust me, I once made a call out to someone who was ranting at BT on the phone, only for them to not have a wireless adapter on their desktop computer!!!!!!!!!!! That was an easy £40 for me :-)

Other questions:
Is wireless enabled on the router?
Have you put in the correct WEP or WPA key? Double-check this carefully.
If the computer is sitting next to the router, then why not just stay with the wired option?

ihatebt_2

Another common problem I've seen is people connecting to the wrong wireless network. In other words, they're trying to connect to their neighbours network. Check the SSID name on the back of your Home Hub.

Carcon

Try having a look and maybe posting on here, i know there is tech support people who can maybe help you on there.

www beta bt com/bta/forums/index.jspa

Just replace the spaces with dots .

Sorry I cant post links yet! :rolleyes:

cootambear

As a BT `broadband` customer myself I can only say.............`Welcome to Hell`.

4app

cootambear wrote: »

As a BT `broadband` customer myself I can only say.............`Welcome to Hell`.

I second that, but with only 3 months left i can see the light at the end of the tunnel! :j

Bustage

Double check you are connecting on the correct SSID/Router.

Change the Router channel -
-Connect via Ethernet Cable
-Enter the Home Hub settings menu
-Find the Wireless options
-Change the channel from Auto to any of the optional channels (may take a few changes to find a clear channel).

Also make sure you are not -TOO- close to the router. try sitting 10 meters away possibly in a different room. Sometimes if you are too close it will drop connection.