BT Broadband - Avoid like the plague

mskemp85

Not a question so much a warning to others.

My parents have now been three weeks without broadband. I have taken over dealing with BT for them since my mum said they were driving her to tears. I thought she was over the top but I know how she feels now.

Every time we phone we are told that an engineer is on route, or on site to fix issue. Normally we are given some timeframe that is never stuck to, and promised a call back (which we never get).

Everytime you phone up you have to go through the same scripted nonsense about checking connections etc that were all checked on the very last call.

Three missed repair dates later I thought we were finally somewhere yesterday. This time a very helpful engineer promised the fault had been fixed and we should see the results within 24 hours.

..... It hasn't beem fixed.

Am phoning back now to once again repeat the same old script, but my major rant here is why do BT insist on promising they will fix something when they have no intention of doing so. I can see from this forum that I am not alone, it is a wonder they have any customers left.

/RANT

iniltous

Post some details about the fault, and what you have already done to try and fix the problem, it may be something that can be sorted out by yourself, or something BT are not responsible for...I presume your phoneline is ok, just the broadband not working, how do you connect, wired or wireless ?, if wireless have you tried a (wired) lan connection, what lights are lit on the home hub ?... I was having trouble and called BT expecting them to be useless, I was convinced that the hub was faulty, but although the (indian) guy was a little hard to understand he got me to change the wireless channel and was up and working again pretty quickly, I could have done this myself, but BT had 'updated' the hub and I couldnt get into the hubs menu as it was asking for a password, and it wasnt the one I had set many years before !!,

prowla

I ditched BT BB some years ago because of their disappointing service; to things really sealed it: (i) there was a problem with my phone line and BT BB said it wasn't their problem and I would still be charged for the access regardless (so the fact that both the phone line and Internet were BT, they really were not the same company at all), and (ii) the service was expensive for what we got and BT kept promising a speed lift but it never materialised.

I moved to Sky and it has been a very good.

We subsequently shifted our phone service to Sky as well, as we realised BT were charging us a lot for that too.

BT_company_representative

Hi mskemp85

I can look into this for your mother to see what is happening with the fault that has been reported. If you would like me to help just checkout my profile section were you will find my contact details.

Regards David

mskemp85

Hi David,

Thank's for your reply, I have sent you the details via the form link in your profile.

Latest update. Called back last night to be told that there is a line card problem at the exchange, and that it will likely take 3 days to fix. However they can not give me an estimated completion date until tonight, as they can not contact the team involved.

Incidently, we were told it was a line card fault at the exchange 2 weeks ago, and that this would be fixed in 3 working days. Is starting to feel like they are just saying what they need to say to get me off the phone. I wouldn't mind if they just said "Look, we messed up and your broadband will be down for a month, here is your bill payment back, and your broadband will be back online by xxth September". At least then I wouldn't have to keep phoning them up, but since they keep promising timeframes such as 24hrs, 3 days, that they can;'t stick to, I have to constantly phone them to chase.

mskemp85

:mad::mad::mad::mad::mad::mad::mad::mad::mad:

This has now gone beyond a %&£$ing joke.

Third BT engineer came today. Said that there is a PHP session issue and that BT wholesale can fix it. However BT wholesale need the helpdesk to assign them the call. Sounds simple right.

However no its not. All BT helpdesk offer to do is send out a forth engineer, even when the third engineer is speaking to them, telling them there is NOTHING he can dom, and telling them exactly what they need to do.

The engineer (who was very friendly) spent two hours on the phone to the help desk before giving up, and telling us that our best bet is to change company, since he is convinced that BT will not do anything to sort this, despite taking our money every month.

PLEASE PLEASE PLEASE heed this warning, and avoid BT! It is a fine advertisment for the company when their engineer reccomends changing company.

Classic really

Gordon_Hose

Start telling them you want your contract cancelling due to them not being able to supply the service you've paid for.

Then go to another ISP.

chanz4

I bet he worked for Anova ,sub contracted from a further company as thats what bt do. Raise an executive complaint and it will be sorted. The engineer is talking cr*p though, if its a problem at the exchange no matter who you turn to will have the same issue if via adsl.

Bts problem, is that they contract everything out, end of and yes I used to contract for them