BT Broadband broken

Craig_A

My BT Broadband has finally been fixed today after two weeks of not being able to use it. Has anyone had any experience getting any recompense from BT for being 'off air'?

I have incurred a fair bit of cost by way of time off work to meet the engineers, calls to the 0845 'helpline', calls to an 0845 dialup ISP, etc. I think that I should get something off my bill - is it worth the effort of writing?

t-elle

We were compensated so much per day when our phone line was down. The phone line was automatically adjusted, but I had to request separately for the BB. It wasn't much, but better than nothing. Use 150 to get through.

Craig_A

Thanks for that. I have found an address on the back of my bill, to which I have written. Hopefully they'll see fit to go some way to reimbursing me for my costs.

eileenfromplaistow

My sister signed up for Bt broadband a few months ago. Trouble with a capital T ever since, as the connection drops out and she ends up on the phone to India to try and sort it (folowed by them rebooting or something that takes 45 minutes). As she is thoroughly fed up with this, has anyone successfully been released from the contract without penalty - it is obviously not merchantable quality, but does that apply to services as well as goods?

steven_cardwell

eileenfromplaistow wrote:

My sister signed up for Bt broadband a few months ago. Trouble with a capital T ever since, as the connection drops out and she ends up on the phone to India to try and sort it (folowed by them rebooting or something that takes 45 minutes). As she is thoroughly fed up with this, has anyone successfully been released from the contract without penalty - it is obviously not merchantable quality, but does that apply to services as well as goods?

I got out the new 12 month contract, i had nothing but bother ever since i upgraded from my BT 2meg connection to the Total Broadband, i had slower speeds, and the Indian Helpdesk is absolutely hopeless.

I sent emails to ian.livingston@bt.com and ben.verwaayen@bt.com, the first email address i got an automated reply that the guy was on holiday, but i got a reply back from the 2nd email address, and this in turn was passed on to the high level complaints department.

The email addresses above are for the head of BT Retal and the CEO of BT.

I wrote a polite email, complete with details of my problem and my complaints about how awful the India helpdesk is at helping you, and that i felt that i was wrongly sold the product, as they clearly weren't supplying what they said they could, and their helpdesk clearly did not want to help, or were not properly trained to help, as all they could do was read off FAQ sheets that were in front of them!!:rolleyes:

After the email, i did get a phone call from the CEO's department, and now i got back to the 2meg i was originally on, and free of any contract.

Needless to say, that once i had all this information, i was on the phone asking for my Mac, and i'm now due to change ISP on the 29th.

Vindiesel

BT took 9 months to sort out the simple job of transferring my broadband from one address to another last year...eventually got £140 compo from em...i detest them..incompetent idiots!