BT broadband are driving me mad

BT_company_representative

Hi Treesie

I have just seen your post and would like to help with this. I can look into this to see what the problem with your broadband connection is and look to see what we need to do to get it working again. If you would like me to assist with this please check out my profile section were you will find my contact details, if you send me a link to this post, your forum username and your account information and I will look into this and contact you to discuss.

Regards David

Treesie

I am more than happy to send you the information to see if you can help - thank you.

macman

Treesie wrote: »

I have been on the website and you are absolutely correct. I cannot contact OpenReach, all the website does is refer you back to BT retail. What a complete waste of time. Why do these operators insist on giving us a frustrating runaround.

BT faults told us yesterday that it is the OpenReach engineer who decides whether or not a customer will be charged and that BT retail has no say in the matter. She actually said Open Reach are a totally different company with no ties to BT, that is not true they all belong to the same group.

I am about to call BT yet again this morning, I have a feeling it will be another hopeless task. OpenReach are due out Monday am. Its a great shame there isn't a BT representative on the forum who could offer some sane assistance.:(

The OR engineer does not decide if the customer will be charged. The OR engineer puts in a report to his management and based on that, they will decide if a fault is chargeable or not to BT Retail-not to the end customer.
Obviously if BT Retail are charged they will attempt to recover that cost from the customer.
OR are a separate company and have the same commercial relationship with BT Retail as any other telecoms co.

pineapplefish75

no was not charged for any work in the end even though thats all thet banged on about everytime i called them

Frugaldom

Treesie, have you been able to have your broadband problem fixed? I'm in a similar situation, although my broadband isn't provided by BT, it's only the really bad line. Was it quicker to email them? My previous attempts at calling (almost 2 years now) have failed to have anyone understand that the fault has to be on the main line. I've even had my ISP contact them directly in the past with no result. This weekend, in particular, has seen atrocious connections speeds and recurring disconnections.

dollywops

I have just come across this thread. I am at my wits end with BT broadband. It is incredibly slow. About an hour ago, my daughter did a speed test and it was just over 1, now the download speed is 2.50 mbps.

According to the bt speedtester, my configured download speed is 5485kbps, but it did not want to finish the test.

My exchange is supposed to be fibre-optic, but I don't seem to be benefitting from this.

I have made so many calls to BT about this, and no-one seems to be able to assist.

Perhaps the BT representative can help me.

flyingbird_2

Hi I live just down the road from Tressie and have been having problems with bt broadband .about a month ago I agreed to a new contract with bt and at that time was getting up to 1.5 meg download not good but ok.one of my sons had another line activated with talk talk and gets over 700k download(the company he works for)well the last two weeks have become a complete nightmare for us the internet keped dropping out and then we only sync at just over 550k with upload over 700k after many phone calls by myself and another son who works in IT at a university in london.three engineer visits line ok for location broadband connection ok also but they were still getting low broadband speeds.I HAVE TOLD BT i will brake contract if they cant sort it.They inform us that we are switched to 21st centuary witch is worse and the jobs keep getting closed down I have eginer calling again tuesday 7th sept iatol if they put fiber optics to the cabinet nearby then all will be ok been told this many times,we do have fiber optics i believe in the location to a local private hospital so it can be done.sorry to go on but this is really stressing me out and as I have sufferd with depression and anxiety disorders for many years as you can imagine It does not help I have had several panic attacks over this do BT CARE WHO KNOWS I asume I will be dead by the time we get good broadband

Treesie

Frugaldom wrote: »

Treesie, have you been able to have your broadband problem fixed? I'm in a similar situation, although my broadband isn't provided by BT, it's only the really bad line. Was it quicker to email them? My previous attempts at calling (almost 2 years now) have failed to have anyone understand that the fault has to be on the main line. I've even had my ISP contact them directly in the past with no result. This weekend, in particular, has seen atrocious connections speeds and recurring disconnections.

Unfortunately the problem is not fixed but I do believe the email to the BT rep here may have actioned a response. A BT engineer arrived this morning and I believe the problem will be ongoing.
With reference to the BT representative (David) I did have a call from BT on Friday to confirm my email had been to him had been read although I believe the call came from the overseas call centre.

Treesie

Update: BT called me a few minutes ago to say this will not be taken any further. They tell me I am too far from the exchange but do not offer any explanation as to why we had it without interruption now we don't other to say it is the nature of the beast. I went onto BT chat live and was told my account would not be terminated till 10 Sept although I had to cancel it last Thursday. I was told if I wanted to try another provider I would have to wait till next week! I've just had another call from BT to confirm no one else will look at it its a long line issue period.

I am absolutley amazed at the way BT operates. They did lay a fibre optic cable to our neighbours (private hospital) in the last 8 months, yet fail to see that if they had supplied the village it would have reduced costs overall. I have no doubt they were only interested in the one business paying for that cable. Talk about tunnel vision!!

Last year BT left us without a phone line for 5 days and we were not even reimbursed with 5 days line rental. With the profits they are earning they should be giving a much better service all round.

Treesie

Another update!
One of the many BT engineers I have spoken to mentioned LLU as well. I called Sky and they say they use BT equipment and not LLU. I spoke to Talk Talk and they tell me they have checked with the exchange and they are the only providers providing an LLU service out of our exchange. They have said that we are not too far from the excahnge but it is the number of people the BT lines goes to before it comes to us and therefore they can provide us with a stable broadband service. I have ordered a package today, 14 day cooling off period and 30 day trial period. Fingers crossed.