BT!! Help

mumx3

Wonder if someone can help.

My Daughter has just moved into her new house, called BT to come and install Broadband and TV,

They came and set it all up on Saturday, since then the TV is constantly dropping, internet drops but not as often as the tv.
They have been out and brought an aerial booster which has made no difference.

They are not getting the download speeds as promised.

She is so fed up with it and has just rang them thinking she can cancel the whole thing as its within the 14days cooling off period, only to be told that the 14 days is from the day she actually ordered it which was almost 3 weeks ago, and had to wait over a week for the installation to take place.

She was told to cancel it now it would cost £500!!!!,

Is this correct, is there anything she can do, she has paid for something which is not doing what its said to do, surely she has some comeback with BT?

Thanks

IAmWales

Has she given BT a chance to remedy the faults? That is the most sensible solution.

mumx3

IAmWales wrote: »

Has she given BT a chance to remedy the faults? That is the most sensible solution.

After calling to cancel and being told its £500, she was then told to call the fault line, which she has just done, spoke to someone abroad, and they confirmed that there is a fault! even though this has been going on 5 days since she had it installed.
They told her it will be fixed within 48hrs, and said that she needs to call Freeview as its there problem that she is not picking up the channels!!!

Funny thing is whilst talking to the fault people the internet dropped again and she couldn't do what they were asking her to.

She is trying to work from home today but its just not possible with the internet keep dropping.:mad:

Inner_Zone

mumx3 wrote: »

After calling to cancel and being told its £500, she was then told to call the fault line, which she has just done, spoke to someone abroad, and they confirmed that there is a fault! even though this has been going on 5 days since she had it installed.
They told her it will be fixed within 48hrs, and said that she needs to call Freeview as its there problem that she is not picking up the channels!!!

Funny thing is whilst talking to the fault people the internet dropped again and she couldn't do what they were asking her to.

She is trying to work from home today but its just not possible with the internet keep dropping.:mad:

Freeview comes via a TV aerial so that's not BT's issue.

So does she have a business BB contract?

mumx3

Inner_Zone wrote: »

Freeview comes via a TV aerial so that's not BT's issue.

So does she have a business BB contract?

This is what she thought, she has just spoken to Freeview as advised by BT and was told its BT problem and not them, they asked her what the % was for her TV programme reception is was showing on screen as 20%,... it should be 100%, he was surprised that she even had a picture with that low a %.

She is now on the phone again to BT and insisting to speak to a manager.
Will update with the next installment when i hear.

No she just has a normal home BB, no business.

mumx3

Well update,

She was on the phone asking for a manager when knock at door, its a BT engineer!

He came in and the problem with the BB is that the BT guy who she paid £50 to install it, installed it all wrong!! he had wires where there shouldn't of been etc.
He is now in the house re routing all the wires, so hopefully it will all be sorted.

Very impressed with the service, within 20mins of calling engineer at the door!!.