BT broadband, At my wits end

smashedbooboo

Hi all,

Not sure if this a rant or advice needed post. So please bare with me.

My Bt broadband went off last Sunday night. Was late so i rang tech services on monday morning.

Now, Ihad already done all the restting of hub etc, as its not the first time i have had this problem. So knew what to do. But i still went through everything whilst on phone to tech services.

The last time i had a problem with Bt BB it turned out to be a problem at the exchange. After having no luck in sorting out problem this time, I tried to explain to the young lady about the exchange problem previously. Half an hour later, we are still trying to re set hubs and passwords.

Upshot was an engineer would be called out. On wednesday. I had to drive back from Leconfield to Otley for this. (I work with the MOD). I had also done a nightshift.

Engineer rang me to say the problem WAS at the exchange and that it was a common problem. OK. Broadband back on. For 2 hrs.

It went off again. I rang tech services again. And went through all the resets. And AGAIN i explained the problem was at the exchange. Another half an hour later of feeling like i am talking to myself i was told an engineer would be booked for me. I told them i had already had an engineer out. To be told I had not had an engineer out. :mad::mad::mad::mad::mad: No matter how many times i told them they would not have. YES I AM RANTING. So no broadband since last monday. I have had to go to a friends house so i could check my emails and get on there internet to speak to relatives abroad on christmas day.

I have had to wait in again today. My slot was 8am till 1pm. So been up since 7.30am. Bless the engineer. He did ring to say it was a problem at the exchange. He rang his people, who told him to come to my house to run tests from here. Said done. No problem at my end. He said he would put in a report to software company. He was brilliant. Sadly he could not fix problem. I said should i ring tech services again. He said yes.

So i did. Right back to soddin square 1. Resetting etc. I HAVE HAD ENOUGH. They have booked another engineer to come on tuesday morning. Yet again i have to wait in. Tech services say it is at my end. Engineer say it is the exchange. Tech guy said i had a choice of new router or engineer. I said both. Then when engineer comes out it will be sorted one way or the other. The man from del monte say. we cant do that. One or the other. Sp plumped for engineer as i said earlier.

I am gutted i have not been able to use my comp over Xmas. And i am fed up talking and noone listening to me. I think i have cried a bucket with frustration. :(:(:(:(

Peeps on here who know me well, know that i am not one to rant like this.

If anyone out there knows what, error code 721 is

No valid ppp session exists

This is what the engineer got from exchange.

I have travelled home from work, tired,

I have yet to stay in for another day

And spoken to some really arrogant people

I AM FED UP:mad::mad::mad::mad::mad::mad:

And no i will not reset my soddin hub AGAIN.

Right, Breathe, Calm

Hello to all my lovely friends here at MSE

Hope you are having a fab festive period.

Boo xxxxxxxxxxxxxxxxx

smashedbooboo

I think a phonecall to ofcom might be in order on tuesday morning. And not only that, forgot to say my payments have shot up from 28.00 to 46.00 a MONTH. !!!!!!. Aaaaaaaaaaaaarrrrrrrrrrrrrrggggggggggggghhhhhhhhhhhh

mandi

[EMAIL="ianlivingston@bt.com"]ianlivingston@bt.com[/EMAIL] send him an e mail , this should get you something positive done .

BT are the worst


Best of luck

smashedbooboo

I have the biggest headache going. I have had 4 phone calls from call centre and not one of them knew that i had already been rung. I am not one to get angry and its taking me ages to come back down again. xxxxxxxxxx

smashedbooboo

Is there a UK customer services number i can call. I have been out and bought a 3 broadband dongle so i can access internet from home. Not fair me going to friends house to use internet.

I have a member of family who is a lawyer so going to get het to look into the legalities of getting out of my contract. If she comes with anything i will let you know. I am utterly fed up of bad customer service. And noone deserves to be snapped at, especially people with have a valid complaint for a service not being recieved. I just feel as though i dare not ring if it happens again.

I have read through some of the BT threads and its scary. Some peeps have been without broadband for months. And have been charged for it.

Boo x x x x

BT_company_representative

Hi Smashedbooboo

Sorry to read of the problems your having, I'd like to offer to help with this can you drop me an e-mail to the address in my profile with your account details. Please include a link to this thread in your e-mail with your account details and I'll try to get this sorted out for you.

Thanks

Stuart

Pete*G_4

smashedbooboo wrote: »

Is there a UK customer services number i can call. I have been out and bought a 3 broadband dongle so i can access internet from home. Not fair me going to friends house to use internet.

I have a member of family who is a lawyer so going to get het to look into the legalities of getting out of my contract. If she comes with anything i will let you know. I am utterly fed up of bad customer service. And noone deserves to be snapped at, especially people with have a valid complaint for a service not being recieved. I just feel as though i dare not ring if it happens again.

I have read through some of the BT threads and its scary. Some peeps have been without broadband for months. And have been charged for it.

Boo x x x x

getting out of your contract will be simple enough, BT aren't providing the level of service that is stated in your contract. Therefore, they are in breach of it.

We had a similar problem a few years back with Freeserve (admittedly not the headache you seem to be having!) and after we sent them a letter to that effect, they replied to say they would terminate our contract with immediate effect.

paulsad

Bit of cut and paste -

"Error 721 generally means that there is a problem with the remote PPP - the PPP server resides with the Internet / broadband provider and is the computer at 'the other end of the line' that establishes connections to the Internet. The majority of Error 721 messages are caused by a 'problem' with the Internet service provider. Most Internet service providers have a number that can be called to check their service status. With Error 721 problems, it is therefore worth checking the ISP's service status before checking other possible causes.

Another possible cause of Error 721 messages can be displaced modem connections, adsl cables and / or broadband filters. If an Error 721 message has not been caused by the ISP, it would be prudent to check all such connections. Common advice is then to shut down both modem and PC and to wait 5-10 minutes before restarting them. Wait until all PC application have fully loaded before attempting to reconnect to the Internet.

Where there are no ISP service issues and all modems, filters, cables are correctly connected - another possible Error 721 fix would be to check all associated PC settings and to update / uninstall modem drivers, reboot and reinstall them again and whilst doing so - take care not to connect the modem until prompted to do so by the setup program.

Where no fix is found for Error 721, if time allows - wait 24 hours and try again or seek either local or ISP technical support. You might also be advised to google for error 721 as there is a wealth of information available via the various forums and blogs."

Sorry to be boring and best of luck - I'm with virgin had my fair share of hassle but you learn to cope!

RJharrow

am glad am done with them . . . .

smashedbooboo

Hi Stuart, Bt Rep,

I have tried to send you a message but for some reason it is not letting me. Could you please pm your details so i can hopefully get some help from you. I have been unable to do it sooner as i am a nurse working with the army and have been away. My broadband was fixed after the 4th attempt on the 29th Dec. I ahve been away and come home to find it is not working again. Have done everything i have been asked to do by techie peeps. I have to ring engineers in the morning again. This will be the 5th now. I have all my details ready to send to you. Pleeeeeeeezzzzzzzzzzzzzeeeee help me. Thank you

BT_company_representative

Hi Smashedbooboo,

I'm sorry to learn of the ongoing problems you've been having with your Broadband. You can contact me directly using the contact details in our profile. On receipt of your details I'll look into this for you and help get it sorted out.

All the best,

Robbie