BT Nightmare!

TheSewingCroft

Last weekend, we lost our broadband and telephone, when calling BT, a recorded message announced there was a major fault in the area. On tuesday it was still not fixed so I called again, to hear a recorded message saying the fault was fixed. I then had to report a fault on my broadband and telephone and received an email saying it would be fixed by 31st August!
Still we have been having problems. This morning we call again, are told that the fault had been closed and they would reopen, this time we were told it would be fixed by 4th September. We were told someone would call us back with an update, they didnt, I then called again, and was cut off when I asked to speak to a manager. I then called again and had to insist
on speaking to a manager. He informed me he wasnt allowed to let me speak to anyone in the UK. I have no problem with any call centres, whatever country they are in, but I cant understand the accents and they cant understand mine. After bursting into tears, the manager said all he could
do was mail the UK. I have my own internet business, its just 8 months old, I have worked my rear off to get it to the position it is in and in the space of a few days BT are destroying it. I just want some help. The call centre staff are very limited in what they can do. Im so worried about my business, just want broadband fixed. What do I do? How on earth can I get some help????

Thanks for reading

Zoe

Jamie_Carter

TheSewingCroft wrote: »

Last weekend, we lost our broadband and telephone, when calling BT, a recorded message announced there was a major fault in the area. On tuesday it was still not fixed so I called again, to hear a recorded message saying the fault was fixed. I then had to report a fault on my broadband and telephone and received an email saying it would be fixed by 31st August!
Still we have been having problems. This morning we call again, are told that the fault had been closed and they would reopen, this time we were told it would be fixed by 4th September. We were told someone would call us back with an update, they didnt, I then called again, and was cut off when I asked to speak to a manager. I then called again and had to insist
on speaking to a manager. He informed me he wasnt allowed to let me speak to anyone in the UK. I have no problem with any call centres, whatever country they are in, but I cant understand the accents and they cant understand mine. After bursting into tears, the manager said all he could
do was mail the UK. I have my own internet business, its just 8 months old, I have worked my rear off to get it to the position it is in and in the space of a few days BT are destroying it. I just want some help. The call centre staff are very limited in what they can do. Im so worried about my business, just want broadband fixed. What do I do? How on earth can I get some help????

Thanks for reading

Zoe

I'm not sure how to get there through the BT menu system. But you need to select the option to leave BT, and I should think that you will then be put through to a UK call centre.

This is how it works with Virgin, so I should think it is also similar with BT.

Buzby

So, you're running a business from a residential line? Afraid you are only getting what you paid for - non-critical domestic service.

With a business line you get expedited fault repair, and compensation if not fixed by the next working day. It may be better to pay the extra an dhave peace of mind.

You also get a UK call centre.

Jamie_Carter

Buzby wrote: »

So, you're running a business from a residential line? Afraid you ae ny getting what you paid for - non-critical domestic service.

With a business line you get expedited fault repair, and compensation if no fixed by the next working day. It may be better to pay the extra an have peace of mind. You also get a UK call centre.

With respect, many people start up a business from home using a domestic service. Then then progress and change to a business one. However business or domestic, it is not acceptable to just fob people off, and not repair the fault.

Roland_Sausage

Jamie_Carter wrote: »

I'm not sure how to get there through the BT menu system. But you need to select the option to leave BT, and I should think that you will then be put through to a UK call centre.

This is how it works with Virgin, so I should think it is also similar with BT.

Whilst it might be true, the retentions team are not going to be a position where they can raise a fault and would likely put you back to tech support (the indian call centre).

Jamie_Carter

Roland_Sausage wrote: »

Whilst it might be true, the retentions team are not going to be a position where they can raise a fault and would likely put you back to tech support (the indian call centre).

Personally I'm with Virgin. And it works with them, because they have UK call centres, and overseas ones for the overflow and out of hours calls.

So it's worth a try, just in case BT have a similar system.

macman

If the OP's phone service is so critical that a few days break in service willl wreck it, then clearly they need to be on a business contract from day one.
It's a breach of the T&C's, and furthermore there is no SLA on a residential contract-all they will get is a credit for the downtime.
It's clearly not a line fault, it's a major fault affecting the whole area, so a quick fix cannot be expected.

Jamie_Carter

macman wrote: »

If the OP's phone service is so critical that a few days break in service willl wreck it, then clearly they need to be on a business contract from day one.
It's a breach of the T&C's, and furthermore there is no SLA on a residential contract-all they will get is a credit for the downtime.
It's clearly not a line fault, it's a major fault affecting the whole area, so a quick fix cannot be expected.

But as I said, many people start up their businesses from home, with as little outlay as possible. So it is quite common to use a residential line initially. But this is no excuse for poor service. In fact from what I have been told by a BT engineer previously, I believe they have about 2 or 3 days time limit.

BT_company_representative

Hey TheSewingCroft

I have just seen you post and would like to look into this for you, if you check out my profile section you will find my contact details

Regards David

macman

Jamie_Carter wrote: »

But as I said, many people start up their businesses from home, with as little outlay as possible. So it is quite common to use a residential line initially. But this is no excuse for poor service. In fact from what I have been told by a BT engineer previously, I believe they have about 2 or 3 days time limit.

5 working days is fairly typical for a residential service. A major outage could require recabling (cable theft now beng an everyday occurence), that cannot be done in a couple of days.

Jamie_Carter

macman wrote: »

5 working days is fairly typical for a residential service. A major outage could require recabling (cable theft now beng an everyday occurence), that cannot be done in a couple of days.

Did you actually read the OP's post?