This topic

Unable to resolve problem and they keep 'closing' the case

robartist — Thu, 21 Jan 2021 18:53:04 GMT

Good evening

I wonder if someone can please help.

We've had a couple of ongoing problems and have been unable to get them resolved:

1. Slow speed

2. Line completely dropping out.

These problems have gone on for about 2 months. For information these problems happen on:

two different laptops via wifi, but very close to the router

one pc desktop plugged in via ethernet cable

We have had two BT people assure us they would call us back . They didn't.

Also, on two occasions the case has been closed. This means that we have to start all over again with a new complaint.

Also, we have to go back to square one and explain the problem from scratch.

We feel like we are going around in circles.

Edit: spent nearly half an hour on hold on phone and gave up

Can anyone please offer any advice?

Kind regards

Re: Unable to resolve problem and they keep 'closing' the case

JohnC2 — Fri, 22 Jan 2021 19:12:28 GMT

Hi @robartist sorry that you are having a problem with speed and drops in connection.

Is the connection dropping on the Ethernet to the PC?
Run a quiet line test by dialling 17070 from your BT Landline. If using a corded phone then the test should be quiet, if you are using a cordless phone then you may hear a low hum and post your Router Stats please.

cheers

John

Re: Unable to resolve problem and they keep 'closing' the case

robartist — Fri, 22 Jan 2021 21:56:18 GMT

Hi and thanks for your reply.

I am really trying to resolve the customer service aspect of this. I did get a call back this evening.

Re: Unable to resolve problem and they keep 'closing' the case

DavidM — Mon, 08 Feb 2021 08:44:01 GMT

Sorry for the late reply @robartist .

Did this get sorted on your call back? Can you let us know how things are going?

Cheers

David