Problem with BT broadband and their hopeless customer services

LadyPB

We've had significant problems with our BT vision since it was installed in March. Following hours on the phone to their "customer services" and two engineers visit I finally spoke to someone in cancellations (and the UK) yesterday who agreed the broadband signal to our property was "marginal" for the BT vision to run correctly and agreed that we could cancel the contract with no further charge (except the £30 OFCOM charge) provided the engineer would tick the box to say the problem can't be fixed.

I was then passed back to another engineer, and explained everything again, then a level 2 engineer and explained everything again. Been on the phone for over an hour by this stage. Asked to speak to someone more senior as I was getting nowhere, so someone rang me back within 5 minutes, then had me sit on hold for 5 minutes while he reviewed my file. After another 25 minutes on the phone to him explaining that the system doesn't work in our property, we've had engineers visits (last one, last week) which means taking time off work, as well as taking a morning off work last week for a phone call they promised at 11am which didn't come (I ended up calling them at 11.30 and spent yet another hour and a half on the phone) and I just want it gone as I've lost faith in the whole system, was promised a phone call between 8 and 8.30pm last night from an another engineer to discuss the problem and the supervisor promised personally to make sure the case was followed up.

You guessed it, no phone call last night. And no phone call this morning. The supervisor told me I needn't worry and he would take care of it, no need for me to call them again. But if I don't call them when will they ever bother to call me again? We're paying for a service which doesn't work. Can I cancel the direct debit? Then at least they will presumably have to contact me.

This is just the latest in a long line of frustrating phone calls and engineer visits. If the girl in cancellations can see that our broadband signal is borderline why can't the engineers and technical people? I conservatively estimate I've wasted at least 20 hours of my life on this "service". I don't even mind not having a refund of what we've already paid, even though it hasn't worked. I just want the whole system and all the stress and hassle gone from my life, for no extra charge. I don't see that as unreasonable. If I bought a TV from Comet and it didn't work I'd be able to get a full refund. Why is this any different?

So, should I stop the DD? Is there anyone else I can complain to? I have lodged a complaint via the BT website.

Thanks

embob74

No advice for you I'm afraid but I'm in a similar position.
Having trouble with the broadband and our phone line is terrible.
I have also spent far too much of my life explaining time and time again what is the problem only to be told to "switch it off then on again"!!
Hope you get something sorted soon

LadyPB

Thanks embob74 - in some respects nice to know I'm not the only one, but having just googled "problems with leaving BT" I can see there are masses of us and the same problem has been going on for years. I hate feeling helpless and being ignored!

penrhyn

Sorry for not being helpful but I cannot understand why people would go for BT Vision in the first place.
As far as I'm aware its little more than Freeview (which costs nothing ) with an internet connection to provide some video on demand and the iPlayer.
I'd suggest cancelling get a refund and spend the money on a decent Freeview or Freesat PVR.

Regarding you internet connection do you know what sort of downstream sync speeds you are getting?

http://www.kitz.co.uk/adsl/frogstats.php#10

LadyPB

I've just spent another hour on the phone to BT. Seriously, I need to get a life!

Apparently they upped my broadband speed overnight so it's now working perfectly!! Have been promised that the speed will never, ever, ever drop again. I don't believe them as this is the third time. Why do they not just leave the speed at a reasonable level? No one knows why I didn't get a call back last night as promised. Anyhow, although I've had enough of BT they still won't let me cancel without charges. But have now got them to agree that if we have any sniff of trouble in the future that they will let me cancel without charge.

I hope others have more luck than me. I've completely lost faith in the service and just don't want it anymore.

sirpat2012

do a google search for the CEO 0f BT. Write him an email and you will be amazed at how quick you get a responce.

I did this and within 3 working hours had a call from his office and the problem was resolved to my satisfaction.

Good Luck!

macman

It's inpossible to know exacctly what your linespeed will be until it s actually connected. All they can see is an estimate based on line length from the exchange, which ignores the many other variables, some of which are under your control, not BT's.
Did you not check your likely speed before contracting to this (useless) service? BTV requires around 2.5MBps for the on-demand part to work.

LadyPB

Broadband not working again over the weekend. Yesterday I called customer services again and had speed of 1.2, tested by their engineer. Was expecting a call at 10am this morning, and it still hasn't come. Have also e-mailed their help representative from this forum but had no response. I think I'll e-mail the CEO as suggested by sirpat. Thanks!

penrhyn

Can you post your router line stats? 1.2 Mbps ain't fast enough for BTV.