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Broadband down - BT messing us around.

crazygoldfish — Thu, 23 Sep 2021 10:10:04 GMT

Really quite frustrated with the BT team.

Our broadband has been down since Tuesday, BT call centre team tried to fix remotely then quickly assigned an engineer to come the next day.

Within a few hours I get a text telling me the fault is fixed, so I call to check (as it wasn’t ).

I was assured that an engineer would be visiting.

Next day I check the web link given for support, “engineer visited with green tick box”

Call again and then told that some times engineers clear jobs and they shouldn’t. Wait a few hours to see if they show.

No show and engineer rebooked.

Engineer shows up and goes through the motions with hub and modem, which is fine I appreciate they have to check. Even though I’ve checked cables and tried different routers.

Engineer replaced open reach modem, and hub. still no luck.

Engineer claimed that we’ve been put on another feed, and nothing they can do:

So back on the phone and call centre advised that engineer is wrong and the new box hasn’t been activated.

On the phone for ages and call centre team can’t get a hold of anyone who will give us an answer when the box will be turned on.

No one at BT seems to know what they are talking about and really disappointed with the lack of competence. All staff nice and friendly so can’t fault for that.

Anyone have any advice to get this mess sorted quickly?

Re: Broadband down - BT messing us around.

imjolly — Thu, 23 Sep 2021 10:17:44 GMT

if you have FTTP and the 'box' you refer to is the fibre ONT then try phoning FTTP team and have the serial number from new ONT handy 08005874787

Re: Broadband down - BT messing us around.

crazygoldfish — Thu, 23 Sep 2021 11:04:02 GMT

Great thanks. Really appreciate.

Will buzz the support guys after lunch and then try this.

Re: Broadband down - BT messing us around.

pippincp — Thu, 23 Sep 2021 11:38:31 GMT

Are you by any chance on any of the following exchanges?

Barry, Bulwell, Sheldon or Swaffam?

Re: Broadband down - BT messing us around.

crazygoldfish — Fri, 24 Sep 2021 12:45:18 GMT

So latest update and I live in the Glasgow area.

BT support tried to activate new box, couldn’t.

Then told us a specialist would visit today.

I suspected no one would come so called around 11am (supposed to be 8-1).

Apparently they didn’t book it properly so no specialist was coming.

My wife was talking to them this time and told me that the BT agent had to override the engineer system to get it booked.

So I call back to confirm as I don’t want another wasted day.

Agent tells me that specialist is still coming today & there’s no booking for tomorrow.

Eventually a supervisor confirms that special engineer is coming tomorrow.

I then ask to complain as this is a joke. No one from BT seems to know what their doing and engineers just make stuff up.

Agent couldn’t even take down the details of my complaint correctly, just wants to get me off the phone. (I was very polite and tried to assure the agent I don’t blame them I just want some reliable help)

Re: Broadband down - BT messing us around.

crazygoldfish — Fri, 24 Sep 2021 13:17:19 GMT

So I’ve just had my complaint closed with no reasons why from BT.

Re: Broadband down - BT messing us around.

NeilO — Fri, 24 Sep 2021 13:29:10 GMT

Hi @crazygoldfish Welcome to the community and thanks for posting, I'm sorry about the fault with your broadband service and the inconvenience this is causing you, I hope the engineer manages to sort this for you tomorrow.

Complaints should only be closed with your consent. Has there been more than one complaint raised? If so one of them may have been closed as a duplicate. You can track any complaints you've raised on this link: MyBT

Post back and let me know if you need any further help.

Thanks

Neil

Re: Broadband down - BT messing us around.

crazygoldfish — Fri, 24 Sep 2021 14:15:41 GMT

Hi Neil,

No I only opened the complaint today and it was closed within 45mins.

After the last week, I have very little faith in the BT support team, and doubt anyone will show.

If no one shows then I will be calling to cancel my contract.

I fully appreciate that’s happen and people make mistakes but this type of service isn’t what you would expect with a brand like BT.

Thanks

Re: Broadband down - BT messing us around.

crazygoldfish — Fri, 24 Sep 2021 14:17:25 GMT

Just looked into my BT and it appears the agent opened two faults and closed one.

I stand corrected.

Re: Broadband down - BT messing us around.

crazygoldfish — Sat, 25 Sep 2021 19:19:55 GMT

So BT special engineer visited today and unfortunately couldn’t fix the issue. Wasted another day to find out that the engineer who had already visited on Wednesday was right about myself and another customer being out on another server.

What really annoys me is that today’s phone agent told me that BT wholesale have known about this all week and will only do something about it when enough customers complain.

Apparently it’s acceptable to be without service for several weeks.

I will never use BT or recommend them to anyone. What a complete shambles of a company.

Re: Broadband down - BT messing us around.

pippincp — Sun, 26 Sep 2021 01:36:42 GMT

BT don't have any "special" engineers. It is not acceptable to be without bb for several weeks, hence automatic compensation.

Hopefully the mods will step in for you and get it resolved.

Re: Broadband down - BT messing us around.

crazygoldfish — Sun, 26 Sep 2021 13:36:40 GMT

It was a fibre engineer who pretty much connected the fibre to a test box and measured the light power.

I am 6 months into a contract, if it’s not fixed tomorrow or reasonable ETA on a fix. Then calling accounts to get my account closed with no penalty as they are unable to provide me with any service.

Completely raging !

Re: Broadband down - BT messing us around.

DanielS — Sun, 26 Sep 2021 14:22:40 GMT

Hi @crazygoldfish,

I am sorry to see that we haven't been able to get you connected yet. I am also sorry to see that two complaints were raised on your account which only added more confusion.

I would like to take a look into your order and find out who is handling it and find out what's happening in general. I've sent you a private message with some information that we need.

Thanks

DanielS

Re: Broadband down - BT messing us around.

crazygoldfish — Mon, 27 Sep 2021 15:23:35 GMT

So coming up on day 7 with no internet connection.

Called this morning to be told engineers are working on it and we should have our connection back by afternoon.

Called this afternoon to be told that the engineers had been reconnecting people at the exchange and we should be up & running.

Another engineer visit booked for this Wednesday.

Completely rubbish service!

Any advice or ideas would be welcome.

Re: Broadband down - BT messing us around.

pippincp — Mon, 27 Sep 2021 16:23:25 GMT

Have you responded to the mods PM?

Re: Broadband down - BT messing us around.

iniltous — Mon, 27 Sep 2021 16:27:28 GMT

What is the status of the LED’s on the ONT , ( Optical Network Termination ) is the LOS lit ( LOS of signal -red led ) or the PON light , green or flashing green ?

Did you ever speak to the FTTP team on the number given ?

Re: Broadband down - BT messing us around.

crazygoldfish — Mon, 27 Sep 2021 16:35:56 GMT

Yes replied to mods

Re: Broadband down - BT messing us around.

crazygoldfish — Mon, 27 Sep 2021 16:38:05 GMT

ONT has been replaced 3 times and they tried 3 different routers.

the Service has been fully rebuilt from scratch.

The issue was down to my service being placed on another server that was kin commissioned.

Engineers are saying at all the repairs are complete and there’s no errors showing.

Re: Broadband down - BT messing us around.

crazygoldfish — Tue, 28 Sep 2021 06:49:22 GMT

So my internet came on at 00:45 this morning.

Which is roughly the same time it went down the week before !

Re: Broadband down - BT messing us around.

PaddyB — Tue, 28 Sep 2021 09:44:16 GMT

Hi @crazygoldfish,

Thank you for posting back to let us know. I can see that @DavidM is dealing with your case and I'll get him to follow up with you this afternoon when he is back in the office.

Thanks,

Paddy