BT - totally unbelievable!

Alistockbridge

Hi, I just wondered if anyone else had been cut off by BT by mistake?

Yesterday my broadband stopped working- I happened to pop outside and noticed bt engineers working on the box outside. I asked them how long they would be working on the box as I had lost broadband connections and as I work from home it was critical it was reinstated without too much delay. The bt engineers assured me that they were only there to disconnect a neighbour and my service should not be affected- as the reset did not work on the hub I spoke to them again - they told me they double checked my line and had only cut off a number that was not my phone, then they disappeared.

Three hours later and after numerous calls to bt- it appears the engineers crossed the lines - I now had my neighbours number and been cut off!!!

Now I am on day two of no phone- no bit vision and no broadband- bt have said they can't guarantee fixing this until Friday!!!! 4 days without broadband when working from home is a huge loss to me, looks like I will have to fly to London office so I can work- will bt pick up this cost- well we know the answer to that one!

Mistakes do happen- it's resolving them that separates the men from the boys- it appears bt are still in their nappies! Will be looking to move to Virgin as soon as I have internet access to do so.

visidigi

Alistockbridge wrote: »

Hi, I just wondered if anyone else had been cut off by BT by mistake?

Yesterday my broadband stopped working- I happened to pop outside and noticed bt engineers working on the box outside. I asked them how long they would be working on the box as I had lost broadband connections and as I work from home it was critical it was reinstated without too much delay. The bt engineers assured me that they were only there to disconnect a neighbour and my service should not be affected- as the reset did not work on the hub I spoke to them again - they told me they double checked my line and had only cut off a number that was not my phone, then they disappeared.

Three hours later and after numerous calls to bt- it appears the engineers crossed the lines - I now had my neighbours number and been cut off!!!

Now I am on day two of no phone- no bit vision and no broadband- bt have said they can't guarantee fixing this until Friday!!!! 4 days without broadband when working from home is a huge loss to me, looks like I will have to fly to London office so I can work- will bt pick up this cost- well we know the answer to that one!

Mistakes do happen- it's resolving them that separates the men from the boys- it appears bt are still in their nappies! Will be looking to move to Virgin as soon as I have internet access to do so.

Mistakes happen.

If you want a service with an SLA then buy a business service - you cannot use the 'I work from home' line to complain about the quality of a residential service...

MataNui

visidigi wrote: »

Mistakes happen.

If you want a service with an SLA then buy a business service - you cannot use the 'I work from home' line to complain about the quality of a residential service...

He isnt complaining about the quality of his residential service. He is complaining about the (text removed by MSE Forum Team) who are typical of BT employees who dont have a clue what they are doing and care even less.

That said your point about residential contracts is totally valid. BT have no real responsibility to fix it within any specified time and you cant claim any compensation beyond a refund of days without service.