Very bad BT service

kwannell

Here is a copy of an email sent to BT today - I think it says it all!

3 years ago I decided that, as BT could not supply me with a Broadband connection, I would go to Eclipse Internet. The service they have given me has been excellent. Last year they offered me a new package of 8Meg BB complete with ALL phone calls for a very good price. This I opted to take.

Within 3 months of taking the calls away from your company I have suffered deliberate and total disconnection of both lines into my house, faults after reconnection that took BT over 3 months to correct (and still not done properly after 5 months), a BB speed now that is just over half of what I used to get and finally, I come back off holiday to find my house line disconnected because (and I quote) the Post Office have failed to deliver the bill, the first reminder, the second reminder/letter and the final disconnection notice. I am absolutely flabbergasted at this accusation!

Is this really the way to treat a customer of over 35 years standing who has never been in debt with anyone let-alone BT! It is obvious to me (and everyone I have spoken to) that this is a deliberate ploy by BT to try and force be back.

I am also going to report BT to every authority I can including the EU as you are discriminating against me by charging me more because I will not pay by DD even though I always pay you electronically so you incur no collection costs.

I think what was once a great British service company has become so money grabbing it has no interest whatsoever in its customers. If I could change my line provider, I most certainly would!!!

littleboo

Are you saying that because you have taken a calls package with another provider that BT has sabotaged your line ?

deklan99

Think that's the gist of it.
Anyhoo Eclipse only accept payment by Credit/Debit Card or Direct Debit. They don't charge a fee for payment by DD but, you guessed it, they do charge for other the other methods of payment. Reckon the OP should extend his complaint to the EU to include Eclipse.
Apart from that, can't think of any scenario where Eclipse could provide broadband and BT couldn't.
Possibility he's been stealth LLU'd to Tiscali's network which has borked his connection.
Also he could easily change his line provider once out of contract with BT, many others out there including Post Office, Phone Co-op etc..

hammy_the_hammer

kwannell wrote: »

Here is a copy of an email sent to BT today - I think it says it all!

3 years ago I decided that, as BT could not supply me with a Broadband connection, I would go to Eclipse Internet. The service they have given me has been excellent. Last year they offered me a new package of 8Meg BB complete with ALL phone calls for a very good price. This I opted to take.

Within 3 months of taking the calls away from your company I have suffered deliberate and total disconnection of both lines into my house, faults after reconnection that took BT over 3 months to correct (and still not done properly after 5 months), a BB speed now that is just over half of what I used to get and finally, I come back off holiday to find my house line disconnected because (and I quote) the Post Office have failed to deliver the bill, the first reminder, the second reminder/letter and the final disconnection notice. I am absolutely flabbergasted at this accusation!

Is this really the way to treat a customer of over 35 years standing who has never been in debt with anyone let-alone BT! It is obvious to me (and everyone I have spoken to) that this is a deliberate ploy by BT to try and force be back.

I am also going to report BT to every authority I can including the EU as you are discriminating against me by charging me more because I will not pay by DD even though I always pay you electronically so you incur no collection costs.

I think what was once a great British service company has become so money grabbing it has no interest whatsoever in its customers. If I could change my line provider, I most certainly would!!!

absolute nonsense ....no one from any service provider would instigate sabotaging your lines on the off chance that you would change provider.
where were the lines deliberately disconnected ?

kwannell

Right outside my house in the box on the wall. Came back the next day and reconnected them after several phone calls to the engineer (who said he was sorry but just doing as told). Since then our BB speed has been crap!

I cant believe they would do these thing either but just think about it - Could the post Office really have failed to deliver 4 inter-related items over a 2 month period when nothing else we know of has gone missing and is this the way you would treat a customer of over 35 years?

Also, we live out in the sticks so I'm told nobody else can provide a phone line. Pity cos I'd change right now!

hammy_the_hammer

kwannell wrote: »

Right outside my house in the box on the wall. Came back the next day and reconnected them after several phone calls to the engineer (who said he was sorry but just doing as told). Since then our BB speed has been crap!

I cant believe they would do these thing either but just think about it -

i have and whatever engineering work was done outside your house has nothing to do with DELIBERATELY disconnecting your service for the purpose of getting you to change supplier.
i really can't understand why BT couldn't offer you broadband either.
are you certain you haven't been 'slammed' .....
if you haven't received a bill from BT how do you know you are going to pay more if you don't pay by DD ?
to the best of my knowledge BT don't send out 4 lots of paperwork before taking the line out of service... which they do remotely not physically

allanmc

This all sounds a bit strange.

1. BT would really not send out an engineer to cut you off deliberately. That would be far too expensive for their bean counters to stomach. They could simply stop your service in the exchange by pressing a few buttons in one of their Indian call centres.

2. They would most likely stop your service before four letters had been sent. I believe they would also try to call you before this would happen.

3. If Eclipse could provide your broadband via your BT line, then BT would have been able to do it as well. Indeed, any ISP that uses BT Wholesale to provide it's service would have been able to serve you. That is almost every ISP on the market.

4. If you are going to pay your bill by electronic means anyway, why not set up a direct debit? You can pay monthly or pay the whole of your bill quarterly, which it sounds like you do manually anyway.

5. I am pretty sure that Ofcom (or whatever they are called now) would be taking very strong action against BT if some of your accustations were valid.

Are you absolutely sure that you did not rearrange any of your phones and micro filters when you were trying to get things working. It may be possible that you might have missed putting a micro filter back on one of your phone points , including any Sky boxes or alarms. This can have a very detrimental effect on broadband speed. Disconnect everything, apart from your modem/router and see if that helps. If that doesn't help, try a different micro filter with your modem/router. If that doesn't help get on to Eclipse and see what they say.

The bottom line is that you have had a few issues with your BT line and now your broadband is not as good as it was. You would need to get Eclipse to report a problem on your line and get it checked out. It is their responsibilty,as your ISP, to check this out and report it to BT Wholesale/Openreach.