Big row with BT

Renee

For the last week I have been talking to the BT call centre in India because I felt my broadband speed was too low. I did all the tests, icluding moving my home hub to different rooms to test the speed. They eventually told me that there was a fault on the line & a technical engineer from the UK would ring me. This morning I ring up & they now say that BT have lowered my speed because I've gone over my download limit.
This means I've wasted a whole week trying to sort this out when in fact it's BT's doing. It would seem that the call centre doesn't liaise with the UK & BT have not informed me that my speed would be cut.

Am I mad........ you bet.

Browntoa

yes, they are not the best

my first hub packed up, no internet connection, but spare wireless router worked fine so it was not a line fault or PC problem

had a row with the bloke as he wanted to "test" the hub despite me continually explaining that it could not connect to broadband and that I was using my spare router (also a BT one) to connect.

after 20 minutes I convinced him to send me a new one

normanmark

Did you read the terms & conditions?

BT_T&C's wrote:

8. What is the Fair Usage Policy on BT Total Broadband?
The Fair Usage Policy is designed to ensure that the service received by the vast majority of our customers is not negatively impacted because of extremely heavy usage by a very small minority of customers. This is why BT continuously monitors network performance and may restrict the speed available to very heavy users during peak time. This applies to customers on all Options.
Note if you are a heavy user we will only restrict your speed, service will not be stopped so ability to upload and download remains. No restrictions will be imposed outside of the peak times. Only a very small minority of customers will ever be affected by this (less than 1%).

espresso

Renee wrote: »

This morning I ring up & they now say that BT have lowered my speed because I've gone over my download limit.

This means I've wasted a whole week trying to sort this out when in fact it's BT's doing.

Surely you should know how much you have downloaded and therefore if the package you are on is suitable for your needs?

See how to check your usage here.

Renee

Yes I did read Terms & Conditions, but I did think it would be good 'customer relations' to inform the customer that their speed would be reduced & for how long.

normanmark

Renee wrote: »

Yes I did read Terms & Conditions, but I did think it would be good 'customer relations' to inform the customer that their speed would be reduced & for how long.

Well i guess if you read the T&C's you knew if you exceeded the download limit then your speed would be reduced. It's just a case of how long i guess is the issue.

My advice, keep within the fair usage in the future

Renee

. How will I know I have exceeded my monthly usage allowance on Options 1, 2 and the old BT Broadband products?
We will contact you via email or letter to let you know if you exceed the usage allowance for your product in the first month it happens and to let you know of any further actions we may take if this occurs in a consecutive month. If you exceed the usage allowance for your product in a consecutive month, we will contact you via email again informing you of the charges described under point 4 above. If you choose to upgrade to a higher usage product or the unlimited Option 3 product after your first usage warning email, the charges will be waived.

I'm not sure how to get the above in a box like some of the answers have been.

The last e-mail I got from BT was at the beginning of the year & I went over to Option 2. This time no notification was sent to me. If there had been then would have been no need for me to complain

My real gripe is that BT have been looking into the problem of slow connections for a week when all someone had to do was to look at the records to see why it was slow

Renee

Update re row with BT

I've just had a BT engineer ring me to say that he will be taking over the problem of slow connection.

When I told him my speed had been slowed down because I had gone over my usage, he said this was not true, it had gone over in January this year & I had taken option 2 out.

He say's my speed fluctuates & wants to cap the line.

Does this mean that the speed will stay constant & is it a good idea

normanmark

Yeah its a good idea, speed which fluctuates will lead to regular disconnections. Stability is the key with ADSL