Problems with Tesco homephone and broadband

maisie06

I am a very unhappy bunny. I have been without home phone or internet for 3 days now and Tesco are constantly fobbing me off saying "we are currently contacting BT as it's a problem with the exchange" I can get no more info than that, I have no idea when an engineer will be around, tesco won't give me anymore info. I am sick and tired this. I can't do my banking unless I use a public computer at work, NOT acceptable, nor can I do my CPD for my job.....Tesco not interested at all. But I'm stuck, can I speak to BT and explain the problem and get them to sort it and go with them??:mad::mad: so piddled off as I am paying for internet and netflix that I cannot use, I have burnt through my mobile data package - also with tesco....can I claim back for any of this?? The only plus is no nuisance calls on the land line.....

Gordon_Hose

Even if you went with BT it will be BT Openrerach fixing your issues. Tesco's, and all other ISP's, hands are tied - BT Openreach fix faults on the network regardless.

If Tesco are saying it's an issue with the exchange then you shouldn't be expecting an Engineer to come round to your house, as they'll be at the exchange fixing whatever issue it is.

chanz4

myns that slow the last few days , now using my myfi

maisie06

Well, I have been lied to and given the run around since saturday. Tesco said it was an exchange issue and said they would have an engineer look on monday and get back to me. I heard nothing so rang them again and told to wait another 24 hours, rang again yesterday and told the same, rang them today and they said an engineer would be looking at it tomorrow?? I am sick of this now, yet my bill came out ok....I have resigned myself to never having internet access again (currently at a friends) I am disgusted, I am giving up now and cancelling everything I have with Tesco, including pet insurance, credit card, and mobile contract, they are completely uninterested. How can it take 5 days to fix an exchange issue?? but what is annoying me most is no apology or any updates I have to keep chasing them - disgusting.

macman

5 days is perfectly normal for OR to fix a line fault or exchange issue. If your service is 'mission criticial' and required for work then you should be on a business contract-there is no SLA on a residential contract, and so the only compensation you can get is a credit for the downtime.
5 days including a weekend is not exactly a huge delay.

Gordon_Hose

maisie06 wrote: »

Well, I have been lied to and given the run around since saturday. Tesco said it was an exchange issue and said they would have an engineer look on monday and get back to me. I heard nothing so rang them again and told to wait another 24 hours, rang again yesterday and told the same, rang them today and they said an engineer would be looking at it tomorrow?? I am sick of this now, yet my bill came out ok....I have resigned myself to never having internet access again (currently at a friends) I am disgusted, I am giving up now and cancelling everything I have with Tesco, including pet insurance, credit card, and mobile contract, they are completely uninterested. How can it take 5 days to fix an exchange issue?? but what is annoying me most is no apology or any updates I have to keep chasing them - disgusting.

If you think you could fix the issue within 5 days then crack on!

Tesco aren't lying to you, they are just being let down by BT OR. You move to another provider you'll have the same issues because it's the same company that fixes faults on the exchange/network.

DandelionPatrol

macman wrote: »

5 days is perfectly normal for OR to fix a line fault or exchange issue. If your service is 'mission criticial' and required for work then you should be on a business contract-there is no SLA on a residential contract, and so the only compensation you can get is a credit for the downtime.
5 days including a weekend is not exactly a huge delay.

While it is 'normal', it is not good enough. This is the typical level of performance which got BT privatised in the first place, on the false prospectus that 'Private Enterprise can do this sort of thing much better than a nationalised industry'.

iniltous

Gordon_Hose wrote: »

If you think you could fix the issue within 5 days then crack on!

Tesco aren't lying to you, they are just being let down by BT OR. You move to another provider you'll have the same issues because it's the same company that fixes faults on the exchange/network.

Not all Tesco lines are a BT Wholesale lines so an exchange fault would be with whoever supply's them ( it used to be C&W for Tesco LLU, may still be) if they were a BT wholesale line with an exchange problem then Openreach have nothing to do with it, Openreach don't deal with exchange problems, even BT exchange problems, it's BT TSO , but it's far from clear apart from the what the customer service rep said, that BT have anything to do with the end user apart from OR supplying the local loop, and if it were that , then Tesco lied by saying it was a problem at the exchange

maisie06

Well it may not be urgent but very very inconvienient and a disgusting service, I have been lied to as they said the fault was with the exchange then it was in my property, now the exchange, now they don't know...in fact I don't think an engineer has looked at all. 5 days is NOT good enough in 2015 to fix a fault with a phone service, what if I had an elderly person on a lifeline device in the property? I have now been advised this could be a month before resolution......Not happy and am going to contact BT to see if they will provide my service and fix the fault.

macman

You can't' contact BT', as you have no contract with BT Retail, and BT OR have no retail prescence.
If you had been an elderly or vulnerable person, and registered for the Priority Fault Repair service, then you would have been prioritised accordingly-but you are not, so you are in a queue along with everyone else.
You haven't been lied to. Until an engineer attends, no one can know for sure where the fault is.

Gordon_Hose

iniltous wrote: »

Not all Tesco lines are a BT Wholesale lines so an exchange fault would be with whoever supply's them ( it used to be C&W for Tesco LLU, may still be) if they were a BT wholesale line with an exchange problem then Openreach have nothing to do with it, Openreach don't deal with exchange problems, even BT exchange problems, it's BT TSO , but it's far from clear apart from the what the customer service rep said, that BT have anything to do with the end user apart from OR supplying the local loop, and if it were that , then Tesco lied by saying it was a problem at the exchange

I didn't say it was a BTW line - I work for the company who provide Tesco Broadband - we are currently in the process of migrating that service to Talk Talk.

Bt TSO are just an internal service unit - no different to BTO really, except no body has heard of them.

It still doesn't change the fact that Tesco, and all other CP's, rely on some form of BT branded company to carry out work on the network, whether that be the local unit or the last mile.