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BT - avoid!, won't reset profile after fault
malc_b
Posts: 1,093 Forumite
Or alternate title - Got a brain? You won't have after dealing with BT!
My phone developed a fault on voice and thus of course on broadband. Voice calls were impossible the noise was so bad. Broadband was of course just limping alone. Had BT to fix the voice line, fortunately the bad joint or broken wire was in the run from the exchange to the street box and not from the street box to my house (otherwise it would have been weeks the BT man said to fix it). In my case he just switched me to another pair in the cable from exchange to street cabinet.
But, broadband wasn't so easy. Before the modem had been syncing at 8128 (it's only an ADSL1 line). SNR was 4.5dB, Atten 24.5dB. That was a screen shot taken Sept 2013 and it had run at that consistently. Now sync speed was 6656kbps, SNR 16dB, Atten 22dB. Plenty of SNR in hand for the line to sync higher. But after 5 days, no change so I raised a fault with BT to get the profile reset.
Arh!!! BT are worse than Microsoft (whose standard answer is re-install windows). All I want is my profile reset but I had to threaten repeatedly before 2nd line would agree to reset profile. That's after fighting my way through first line who want to ask me questions about my house wiring, which is perfect thank you, that's why I got 8128 before and it hasn't changed. Never mind that's what the router is telling you with 16.5dB SNR.
It got to down to me saying, "I have 3 months of contract left to run. I will walk from the contract unless you reset my profile". "But BT only guaranty you a speed range of x-y and you are within that speed range." But I am entitled to proper support. You are not providing that support so I will claim you are in breach of contract. My line had a fault. That is now fixed. Your profile hasn't worked that out so needs resetting so I can get back to the same 8128 I had before.
BT support even 2nd line don't know what they are talking about. The bloke on the phone clearly had no idea what sync speed was or SNR. They just know they are not allowed to reset the profile and it was only after he had gone to his supervisor that he did reset it. Trained monkeys could do better. Easily!
The moral really is DO NOT USE BT for broadband if you want a support department with even half a brain. I was on plusnet before and to be fair their technical support was not too bad (stellar compared with BT!) Plusnet billing on the other hand.....
My phone developed a fault on voice and thus of course on broadband. Voice calls were impossible the noise was so bad. Broadband was of course just limping alone. Had BT to fix the voice line, fortunately the bad joint or broken wire was in the run from the exchange to the street box and not from the street box to my house (otherwise it would have been weeks the BT man said to fix it). In my case he just switched me to another pair in the cable from exchange to street cabinet.
But, broadband wasn't so easy. Before the modem had been syncing at 8128 (it's only an ADSL1 line). SNR was 4.5dB, Atten 24.5dB. That was a screen shot taken Sept 2013 and it had run at that consistently. Now sync speed was 6656kbps, SNR 16dB, Atten 22dB. Plenty of SNR in hand for the line to sync higher. But after 5 days, no change so I raised a fault with BT to get the profile reset.
Arh!!! BT are worse than Microsoft (whose standard answer is re-install windows). All I want is my profile reset but I had to threaten repeatedly before 2nd line would agree to reset profile. That's after fighting my way through first line who want to ask me questions about my house wiring, which is perfect thank you, that's why I got 8128 before and it hasn't changed. Never mind that's what the router is telling you with 16.5dB SNR.
It got to down to me saying, "I have 3 months of contract left to run. I will walk from the contract unless you reset my profile". "But BT only guaranty you a speed range of x-y and you are within that speed range." But I am entitled to proper support. You are not providing that support so I will claim you are in breach of contract. My line had a fault. That is now fixed. Your profile hasn't worked that out so needs resetting so I can get back to the same 8128 I had before.
BT support even 2nd line don't know what they are talking about. The bloke on the phone clearly had no idea what sync speed was or SNR. They just know they are not allowed to reset the profile and it was only after he had gone to his supervisor that he did reset it. Trained monkeys could do better. Easily!
The moral really is DO NOT USE BT for broadband if you want a support department with even half a brain. I was on plusnet before and to be fair their technical support was not too bad (stellar compared with BT!) Plusnet billing on the other hand.....
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