BT broadband, At my wits end

smashedbooboo

An update guys, i have just had the 8th engineer out. We know exactly what the problem is so will wait and see what happens. I hope my BB lasts longer than an hour today. Altogether 3 days off work. Day after Boxing day ruined when i should have been with my family. Especially when i work away and dont see them that often. A mobile broadband dongle bought. No BB since the 20th Dec. A trip from Leconfield to home so i could be in for engineer. So petrol money for that. I wonder how much BT will compensate me for stress, loss of time and work etc etc etc etc. I think i will have a battle on my hands here. Amazing how fast i got a reminder for non payment of bill. Der !!!!!!!!!!!!!!!!

BB is now working, so far. If it goes off again today contract will be cancelled. Although i have tried to do that already and was told i would have to pay for rest of contract. I think not. No service, no money. The customer service has been appalling. And not one person or dept has taken ownership of the problems. And I do know it is a problem at the exchange. For FACT. It needs a new card. Again. I am not the only one in the Otley area having a problem.

If it goes off again in the next few days I will be speaking to the local paper and to Calender. End of.

The Openreach engineers are brilliant, I can say no bad of them.

If anyone on here is from the Otley area or knows anyone who is and is having problems then please drop me a pm. I would love to hear from you. I am not an isolated case.

Thanks

Boo

smashedbooboo

Another update,

Tech dept just rang me.

Her, ,,, Good day Mrs Boo
Me,,,,, Good day to you also
Her, I am ringing to ask if your BB is working any better
Me,,,, In what way do you mean working any better
Her,,,, Is it working faster
Me,,,,, why are you asking if its working any faster
Her,,,, You reported your BB was running slow
Me,,,,,, After a couple of big breathes, There was nothing wrong with the speed of my BB.
Her,,,, OH
Me,,,,,, My broadband was not working at all
Her,,,, OH, But is it faster now
Me,,,,, Ok, lets start again. I have not had BB since 20th Dec. It has NOT been working at all.
Her,,,,,Well Madam is your BB working now.
Me,,,,, Yes it is,
Her,,,,, Well if you can keep an eye on it for the next couple of days and we will ring you to see if its still working
Me,,,,, No you wont, Because if its not working you will be hearing from me first
Her,,,,, Ok thank you for your time Madam
Me,,,, Can we talk about my bill please
Her,,,,, So you will be wanting compensation
Me,,,,, Yes please
Her,,,When we have closed the fault, you will need to ring this number and we will work out from the date of fault to now how much we will re imburse you
Me,,,, So that will be something knocked off my bill
Her,,,Yes Madam
Me,,,,, Sorry, and what about all the time i have spent waiting for engineer, phone calls, time off work, mobile dongle, credit for mobile dongle, the time on at least 40 phone calls,
Her,,,,, Madam we will leave the fault open for 5 days and then if everything is ok you ring us and we will work out how long you have not had BB for from date of fault until now.
Me,,,, Have i just come round in a circle.
Me again,,,,, I will be taking advice from a solicitor on this, this is not good enough after all the stress.
Her, ok Madam, You ring us after the fault is closed and we will work out compensation that will be credited to your next bill generated.

As far as they are concerned this is the 1st report of fault.

So, now i fire a letter off to OFCOM or OFTEL or whatever they call themselves now. And copy it in to Sir Livingston.

And instead of paying 47.00 a month I will be looking into other providers. I could get a stand alone BB for 18.00 a month including line rental.

Muck fee, I am so angry

Boo x x x x

smashedbooboo

Ok, Phone rings, I pick it up,

Me,,,,,, Hello
Her,,,,,, Good afternoon madam
Me Good afternoon,
Her,,,,,, I am just ringing you to see if your BB connection is any better,
Me,,,,,,, Could I just ask you, In what way do you mean any better,
Her,,,,,, The engineer has been out to repair your fault. And we are checking your BB connection is working better now.

Me,,,, (in my head only) (I am having a sense of deja vu here. I am sure i had this conversation half an hour ago. Mmmmm, probably my age) Yes my BB is now working. So far so good. Did I speak to you half an hour ago.
Her,,,,, No Madam,
Me,,,,, Ok,
Her,,,,, I will leave the fault open for the next five days and if you have a a problem with BB again please call us. ( Too damn right I will)
Me,,,,, Ok
Her,,,,, Do you have a pen and a piece of paper ready
Me,,,,, Why
Her, I will give you a number to ring
Me,,,, I already have the number. ( I read it out to her)
Her,,,, Ok the number is ....................
Me,,,, No its ok, I already have the number
Her at the same as me,,,,,, Speaking over the top of me,,,,, The number is 08451114567 and also my own number on the end of it.

Her,,,,, Thank you for your time, Goodbye madam
Me,,,,, (In my head again) ( Please dont thank me for my time. You are going to get charged for my time. Shall i let them know my hrly rate as a nurse working with the Army. Nah, Not yet. ) Goodbye

Now waiting for another 4 calls to match the six calls i had from same dept a couple of weeks ago because not one of the callers knew that the others had already rung me. Good eh.

Boox x x x x x

ComplexP

Here's my experience with BT. It's a bit of a long read but you may find it cheers you up while you wait for the next pointless phone call.

http://forums.moneysavingexpert.com/showthread.html?t=1970119&highlight=

Misery loves company, right?

Have fun

:beer:

smashedbooboo

:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad: Breathe

Guess what, My broadband is off again, !!!!!!,

Now I have to go through all the soddin conversation again with them.

Here goes, I have no choice but to report it again, but tomorrow there is an Advert going in local paper to see how many other people in this area are having problems and if thet are to the same scale as me.

This is a BT wholesale problem. The card needs changing not just RE setting. The engineers cant do anything more about it now.

Right now for the phone call

Be back soon to let you know what happened.

Boo x x x

smashedbooboo

Thank you for holding, we are very busy, we apologise for delay, your call will be answered as soon as possible. 1,2,3,4,5,6,7 times so far oops no 8 times

smashedbooboo

And still holding

smashedbooboo

And holding

smashedbooboo

Me,,,, Hello
Her,,,, Good evening, Could I have the number you are calling about
Me,,,,,,, 01
Her,,,,, Is this about your BB, is it working now
Me,,,,, (thoughts only) Why the Foooookin hell would i be ringing if its working)
,,,,,,,,,,,No its not working at all again
Her,,,,, Please hold while I have look at your notes
Me,,,,, Ok
Her,,,,, Ok madam i see someone rang you at 7pm
Me,,,, No, and how could they. It only quarter to seven now
Her Oh, Ah yes i see it now. The last call you had was at 4.50pm
Me,,,,, Er No, the last call I had was at 1.45pm
Her, No you have been rung since then
Me, ,,,, I think not. I have been sat next to phone all day
Her ,,,, OH
Me,,,,, I already know what the problem is, can i explain to you
Her,,,, The engineer has been out to your house and found there is no problem with your line
Me,,,, IMH( Aaaaaarrrrrrrrrrrrrgggggggggggg, I KNOW) I know, the engineer told me himself when he was here and ran all the tests
Her,,,, I will have to speak to back office and arrange an engineer
Me,,,,, I have already had 8 altogether.
Her but the engineer you had today was not a BB engineer
Me,,,,, Yes he was,
Her No madam he was not
Me,,,,,, Yes he was,
Her,,,,,,, Please hold while i speak to back office
Me ok,
Her,,,,,, Ok madam, There is a fault with the card and an engineer will be going to exchange tomorrow morning and we will ring you back in the morning.
Me,,,,, So what is the difference between Bt open reach and BT wholesale engineers.
Her,,,,, They are a different Dept
Her,,,,,, So an engineer will be going out tomorrow to fix the card and we will ring you back
Me,,,,,, Ok, I will wait to hear from you, Goodbye

And by the way, the 20 Dec is not the 1st time I had to ring them, I had had problems before with it. But nothing like this.

This is just constant,

lemma1968

Breathe in through the nose and out through the mouth.