BT Broadband help

Gers

...was NO help at all. Fifty minutes on the phone; 15 'I'm so sorry M'am' from the technical representatives and four 'give me someone with more experience than you' before I hung up!

BT broadband works for me. Has done for umpteen years. No problems. No breakdowns. Only one issue with email - tonight.

Result? One very contrite bloke in India; one very annoyed me in Newcastle and one bottle of wine emptied... can't be the way forward, surely?


:beer:

Jeff_Bridges_hair

No but then again nothing is perfect.

Nowadays its the CS that you receive which makes or breaks your faith in a product and so many of them are falling down over this.

At least you had a bottle of wine

peter_the_piper

Try the techie forum?

Mrs_Ryan

I think theres an issue with BT Broadband, apparantly there was a major power failure at some major technical centre which has thrown out connections all over the country. Mine hasnt been too bad but I've lost connection a few times and its annoyingly slow. They're working on it apparantly... the failure was in Birmingham but its affected everywhere - my mate who is also in Newcastle is getting increasingly annoyed with hers and also my wi-fi connection on my phone keeps dropping...

Gers

Thanks all - it's an email issue and I've NOW got a 'supervisor' on the phone doing a remote access thing on my MS Outlook and he has no real idea. He's just asked me to open 'properties' on my email! As he has remote access I told him to do it... he wandered around my screen for 5 minutes.

Not going too well - 20 minutes into call and not much further forward!

Gers

Nope - he couldn't do it either! After me insisting on having someone with more knowledge/experience he eventually agreed - told me they would ring me back in 10 minutes. I said make it 15 minutes as I need to jump in the shower. Cue a call five minutes later, just as I'm lathered up nicely, from someone else from BT to say that the specialist department doesn't open until 8.00a.m. When I asked her why she didn't wait the requested 15 minutes before ringing to let me know she did the usual 'I'm sorry about that Ma'am' routine again... :mad:

cherie1122

I had problems with my email once (for several weeks) and kept ringing them to complain. In the end I managed to convince one of them they had a server problem and they sorted it at their end. It took them a while. Their Customer Services isn't good.

We also recently had a problem with internet access dropping out and it turned out to be a bad connection in the street box nearby (the wire going to our house had rusted). Again it took them several weeks to work out what was wrong.

I'd change providers but when BT is working it's quite good. They need better customer services people.

Gers

Two hours and 12 minutes on the phone - the problem is apparently 'technically impossible' even though it's technically happened! Now have yet another callback agreed for 7.00p.m. though my faith is severely dented and a complaint is now going in.

BT is like the little girl who had a little curl, right in the middle of her forehead.

Screaming inside.....

Gers

Just an update - with a happy resolution.

A very lovely bloke called Vinay Kashyap (just in case he googles himself) sorted out both the 'technically impossible' problem within 10 minutes! All caused by the BT yahoo update. Then he struggled a while more to sort a problem caused by a previous technician which I was again told it was impossible to resolve. I gave him a 45 minute window to fix the problems (things to do tonight) and he only used a meagre five minutes more. Very impressed.

FULL marks to Vinay and I will email BT a note to that effect, just to counter-balance my succinct though tediously long complaint this morning!

Faith almost restored. Bottle of wine last night did not sacrifice itself in vain.

:j