No BT services!

nickem

I'm a BT customer:mad:
I cant make or receive calls, I receive less than 1MB Broadband and my BT Vision doesn't work due to the limited broadband speed (V04 error) and this has been for the last two weeks...I currently have three separate faults logged with BT regarding this matter and one complaint, which they don't seem to care about :mad:

I moved house with BT home move on the 26th August after seeing how smooth it seemed on the TV adverts what could go wrong??

On the day of our activation The Engineer arrived and said there was a problem between our house and the exchange, but he wasn't qualified to do the repair so this was the first day I wasted off work. A second Engineering visit was then scheduled to repair the line. I was then told that the problem could have been fixed at the exchange and there was nothing more he could do at our property and that BT would contact us when the repair was complete at the exchange, that was the second day I wasted off work. After a few days with no phone calls and no service I called BT and asked what was going on, they said they were looking into the issue and will get back to me once the problem was resolved. I received a text about an hour later saying all was well and my services were now ready to use. I had wasted a few days off work but was just happy it was working :T
3 weeks later we get a random text from BT saying our services are now activated and welcome to BT?? from this point nothing has worked and I have spent more that three hours on my mobile phone and have had another day off only for a no-show by the BT Engineer with no phone call or message as to why they didn't turn up or why the services still don't work. I have another Engineer visit scheduled for Monday 10th, which is the last chance for BT - if an Engineer fails to turn up or cant get the line working I will be forced to stop my payments until the BT service is resumed. Can anyone tell me if I'm within my rights to do this. I just want my services back! If I new how many wasted (unpaid) days I would have to take off work and how many hours I would spend on the phone I would have been better to just pay off my contract and defect. since my house move on the 26th Aug I have only had about two full weeks of service any advice as to my rights in this matter would be appreciated?

macman

Did BTV work before? This service requires a minimum line speed of around 2Mbps, if your line will not suport that speed then it will never work, fasult or no fault.
What speed did you get before the fault occurred?
Switching supplier will not resolve the issue if the fault is on the local loop.
Ask them to credit you for the downtime so far-there is no SLA on a residential contract.

nickem

Yes I had two weeks service with 8MB
It's only lately my speed has dropped below 1mb, probably because of the faulty line connection.

Buzby

No, you are not within your rights to stop paying simply because you feel like it, it is up to BT to rebate you (and possibly offer compensation) but this is something you negotiate with them. The system just looks at payments in, not the reason for non payment, and disconnections are automatic with no human intervention. Keep a full record of the problems you have had, and refer to this when you negotiate their rebate.

Whilst it is reasonable to expect them to do a professional job, the time taken off work is your responsibility and only if they were purposely neglighrt (hard to prove) would this result in an additional payment. If you are not in a cabled area, you have no alternative, so there's no way you can avoid detail with BT (either directly or indirectly), so keep the head and make any incompetance work for you.

BT_company_representative

Hi Nickem

Sorry for the problems you have had with your BT Service.

If the engineer does not do the business on Monday please send me an email using the contact information in my profile and I will get this chased up for you.

Thanks

Stuart

nickem

We got our Engineer visit on Monday and we were told that there's a problem with the BT line close to the house, the thing here is that when we got the line installed a month ago the Engineer said the same thing and also informed us that someone would need to repair the issue, which never happened, according to the Engineer the first chap who came to install our line just patched things up enough to get things working but he should have replaced the line. another day off work and no phone, broadband or BT vision, no surprise but the Engineer could not fix the fault and would have to escalate the issue, no services as yet however I have been told by the Mods that the necessary ground work will be done today as the website still says the problem would be resolved on Monday its anyone's guess as to what will happen next, if anything.

nickem

The ground work was not done yesterday for some reason and no phone call provided to explain why. The ground-workers came first this morning just as I was leaving for work but left shortly after saying they needed to contact BT as the connection box outside the house was not where BT said it would be, they needed more equipment and extra permissions to continue their work. Looks like I will have another weekend coming up without any services. I get my new Iphone tomorrow if I cant set it up (due to broadband) I will be even more angry than I already am. I will post tomorrow morning regarding this unacceptable delay...The BT website says the fault was due to be repaired three days ago.