Another BT horror story.

skodajag

I and my neighbours were without telephone or internet connection for 10 days between Monday January 9th and Thursday January 19th. This was very serious for me since I work from home, and it resulted in loss of business. Also my eldest daughter was studying for exams (taken this week) and the lack of an internet connection seriously impeded her study.

So we spent ages and a lot of money on mobile phones first reporting the fault and then trying to find out what was happening. We were promised time and again that the fault was being worked on and would be fixed by the evening of Thursday January 12th. My neighbours, who were also affected, were told the same thing. But this did not happen. Then on Friday 13th I saw an engineer in the area who told me that he had just come that very moment to look into the problem. We were so desperate by this time that we were driving around the area looking for BT vans/engineers to try and find out what was happening.

So we were simply being lied to on all those occasions when we were told the fault was being attended to and would be fixed by the Thursday: nothing at all was done until the Friday. We then got through to BT again to complain, and all that happened, after waiting for ages to get some information is that, we were put through yet again to India where frankly they knew nothing.

Some days ago I got through to India again with a complaint and was promised absolutely that someone would look into the matter and get back to me within the hour. No one did: not within the hour and not at all. I then contacted someone called Keitht throguh this web site and after looking into the case he said I was entitled to just £4 compensation which he would be happy to increase to £14 given the trouble we'd had! Can you credit it?

WelshPaul

I take it you do not have a business account/connection?

If not i suggest you get one if you are using your connection for business use.

As for your daughter you should of sent her to the library, the world does not come to a stop because you lose an internet connection.

cajef

Before you start screaming horror stories can you confirm whether this a business line and a business broadband contract with your ISP?

Buzby

What you are looking for is a Service Guarantee - but these are not provided on consumer contracts. If a line goes faulty, they will schedule it for a repair within X number of days. Irrespective of this, BT will credit you for the period your service is disrupted, so you will not be expected to pay for any period that service is not provided.

A Business connection provides a guarantee, depending on the service paid for, it can be a next day or even a 6-hour priority service, the cost of which being paid for by the customer.

The secret is to always have a fallback plan, and it appears you didn't. If internet access is important, get a PAYG dongle or MiFii unit that proviudes coverage at your location. You keep this credited but not activated until you need it. My my BB goes out, I use 3UK's Daily BB (at £2.00) to keep my connection alive. Since this covers you until midnight on the next day, this is the most useful toy you can buy until the service is restored.