BT Complaints Process

angrybt

I'm sure this has been discussed before but does anyone know of a better way to make a complaint and request a technical fix from bt? 7 times I have spoke to guys in (I asume India) to try to get my bandwith resolved (i'm getting 0.8mbs, they claim line will run at 2.5mbs), I get the following reponses over and over -
"Theres a fault at the exchange, we'll get an engineer out'
"We'll run 'tests' and 'resets' please leave it 48 hours then call us back if you still have a problem"
"I'll work on it and call you back" - You can guess what happens (yes, they never call back or claim they couldnt because of a technical fault etc.)

Ive got an email address for [EMAIL="ian.livingston@bt.com"]ian.livingston@bt.com[/EMAIL], going to send my complaint to him, anyone know if this will do any good?

macman

Post your router stats here and you will get more meaningful help.

angrybt

The stats from there line test software? I'm not on a home hub etc. I have my own routers, at our old adress these were pulling 7 to 11mbs. I do know the fault is with the line.

I will have to post the stats later this evening:(

macman

No, that stats from your own router.
http://www.kitz.co.uk/adsl/frogstats.php#34
The speed you were getting on a different line at an old address is not relevant.
What internal tests have you done to determine that the problem is a line fault?
BT tech support is fairly hopeless at the best of times, if you are not running a HomeHub then they will not support anything else.
Are you using wireless or ethernet?

bevhicks77

I've just had a BT engineer round to investigate my slow broadband speed (576kbps). Turns out my contract with BT has never been amended & the contract was for a 576kbps service. My contract was renewed when I moved house (took our phone number with us), when I got a new home hub, when I signed up to BT Vision & when I got a free hubplate last autumn. Yet somehow, no-one, not even me, noticed that my original t&c's still stood. They've amended the contract this morning & by this evening I should have the 6.2mb service my line is capable of. I'm furious that I've been paying for fast speeds for the past 5 years, plus BT vision that never worked because it required minimum 2mb. Apparently this isn't an uncommon problem. I rang BT to say how fed up I was...I've to ring back tomorrow to discuss compensation!