BT - Broadband Issues

tellmeitsfriday

In the 15 years I have been a BT customer, I have only had one previous issue with them. Good I think.

About 3 weeks ago the speed on my broadband dropped from slow to dire, and the connection changed from dropping out once a week to about once a day.

We put up with it.

Last week, the connection speed dropped further, and the drop outs occurred almost hourly, with outages that lasted for longer periods of time.

This spurred me into action, and I called the BT faults number.

A nice, polite but difficult to understand lady answered my call, performed a line check, told me there was a problem at the phone exchange, promised me it would be sorted within a week, and that the fault would remain on the line, the bb would be unreliable but it would be sorted.

Her parting comment to me was that if I called to check on the progress, or to report any further problems relating to the same fault, the fault log would be cancelled and I would not be permitted to raise the fault again for 15 more days.

I put the phone down, switched my computer back on, and the middle blue broadband light flashed orange for an hour and then went off. This was last Thrusday, and I have been without BB since.

a) Am I allowed to contact them to tell them it doesn't work at all now? i.e. is this a new coincidental fault or the same one?

b) Why is there no fault log on my MtBT.com page?

c) Will I get a refund for this BB less week?

d) Why can't I speak to some one one the BT whinge line who can tell me what's going on?

I really need my internet back (I've come into work on day one of my holiday to send this message)!

BT_company_representative

Hi tellmeitsfriday

I have just seen your post and would like to look into this for you as some of the information you have been given is incorrect, if you check out my profile section you will find my contact details.

Regards David

aerostar

From the amount of complaints you see on various forums about BT overseas call centres and the inaccurate information that is given out, and inaction, you would have thought that BT would do like many other companies and bring them back to the UK, where people are properly trained, and understandable.

tellmeitsfriday

Indeed aero!! The bad information given is (I would guess) based on misunderstanding of the initial information. It is quite hard to explain which bit is broken sometimes, and careful questionning from someone who understands (1) the equipment and (2) the peculiarities of the language being spoken will get to the real cause of the fault much more efficiently.

Personally I couldn't care less where in the world my call is taken, as long as the person I speak to completely understands what I try to say rather than trying to guess.


Thankyou for your reply David, I have filled in the form as requested: Your enquiry reference number: 110810-003549

Chr15_2

I left BT for broadband partly because of this and the fact they did nothing when I called.

tellmeitsfriday

I'm happy to report that the BT Openreach engineer came this morning and with some poking about in the socket and a new Hub my problems seem to be resolved. I have had a steady internet connection for 90 minutes!! Woo!

He was very helpful, polite and most importantly knew exactly what to do to fix my techie issues!

Thankyou BT for your eventual good service. Shame I had to moan to get it though!