help save me from BT broadband call centre

smudger1964

thor wrote: »

I would be interested in the solution to the crackling noise problem as we get the same behaviour with the bt hub we have at work.

I got through on the 0800 freephone number yesterday and they said they "think" there is a fault on the line and an engineer will call me within 48 hours to arrange an apointment to check it out.But they also said that if there wasnt a fault i would be charged £155 so if thats the case ill change my broadband supplier if they cant provide a quicker than only 132 kbps broadband service what sort of speed is that!!!!!!!!!

mattogier

smudger1964 wrote: »

ill change my broadband supplier if they cant provide a quicker than only 132 kbps broadband service what sort of speed is that!!!!!!!!!

It wont make any difference - the line will be the same as you have at the moment - unless you have VIRGIN / NTL cable broadband that you can use.

Not only that you will have 2 organisations saying "IT'S THEIR FAULT" - at least at the moment you are only dealing with one company.

Ask anyone else connected to your telegraph pole if they are having similar problems - and make sure you are in when the engineer is about - we had a similar thing and , I'm sure, it was only by talking to "buzzby" up the ladder that we managed to avoid a charge.

Hermann

mattogier wrote: »

Not only that you will have 2 organisations saying "IT'S THEIR FAULT" - at least at the moment you are only dealing with one company.

Simpy not true I'm afraid.

BT Retail are a seperate company from BT Wholesale/Openreach in just the same way as any other ISP. They have no different access or priority over any other ISP.

mattogier

Hermann wrote: »

Simpy not true I'm afraid.

BT Retail are a seperate company from BT Wholesale/Openreach in just the same way as any other ISP. They have no different access or priority over any other ISP.

They maybe separate co from a billing POV (hence threat of £155 charge from ISP presumably payable on to to the line bods) but in terms of support when using BT as ones ISP it is an only one phone number point of contact.

I know from experience that trying to use a BT line for other ISPs is a red tape nightmare with two points of contact each essentially saying NMFP.

smudger1964

mattogier wrote: »

It wont make any difference - the line will be the same as you have at the moment - unless you have VIRGIN / NTL cable broadband that you can use.

Not only that you will have 2 organisations saying "IT'S THEIR FAULT" - at least at the moment you are only dealing with one company.

Ask anyone else connected to your telegraph pole if they are having similar problems - and make sure you are in when the engineer is about - we had a similar thing and , I'm sure, it was only by talking to "buzzby" up the ladder that we managed to avoid a charge.

Thanks for all the comments they are usefull ammuntion the next door neighbour is attached to the same pole and she is getting 6.5 Mb speed just like i used to up to a week ago

Redcase

Hi should i be able to access the bt home hub maager and ping the ip address while my line is going through the optimisation period of 10-15 days?
thanks for any info

Drunkstar

Drunkstar wrote: »

ring 0800800880, ask to be put to the onshore tech desk.

Thsi no longer works as well. Now if you ring up and say you wont be transfered to India they will send an email to the UK team (who no longer take calls) and you will get a call back from a designated agent in 24 hours (monday to saturday). That agent will stay on your issue until it is resolved.

silou

We have the exact same problem as the OP . Unfortunately we have spent hours over the last three weeks on the phone to various departments in Bt trying to get it sorted. We pay for option 3 and were getting a speed of around 5-6mbps then it dropped down to 512kBps, we've been through every department, had an engineer out been told first that we weren't on option 3 (although they are billing us for this) and needed to upgrade then told there was a cap on the line been told on numerous occassions that wholesale had sorted the problem (they hadn't) and now they're sending another engineer out to us. We certainly haven't had one person stay with us till its resolved, we must have spoken to almost everyone who works there (including half of Mumbai). The original engineer assured us that our line was dream and after 15 mins of testing no errors had come up. We are now at the end of our tether but are stuck with BT at least until we get this sorted, is there a proper complaints dept. number, not someone in a call centre but a real old fashioned complaints dept that we can go to? failing that how do I get in touch with the MD/CEO?

Sagar_Fuzz

This is terrible! Exactly the same thing is happening to me with Tiscali - slower than slow speeds. No-one will fix it even though we;ve called a dozen times with the same problem. I was thinking of changing to BT, for the reason stated above that at least it would only be dealing with one company. BT told us the other day that they couldn't promise, but if we changed ISP to BT the problem woul dprobably go away. What do you all reckon?

smudger1964

Well 12 days on numerous calls to bt the crackles are still there and the speed is still very slow what a waste of £26.99 a month