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Thunder & Lightening storm hit pole - BT support extremely VERY poor.

GillyFB — Sun, 30 Oct 2022 14:28:12 GMT

We are on the old copper line BUT that is not the issue. Customer support - when our cottage was affected when last Sunday 23rd around 7 am a lightening crack hit our cottage and all fuses went down - basically makes the whole situation worse.

1. Power was put back on when all fuse box was back in operation. Result was electric able to be put back on.

2. Using my mobile, I report fault and was told by text message my line and internet were working.

3. I will not type up all the stress that BT customer service gave me just created even more stress!!! We are in late 70's and then I supported our neighbour who lives on his own, who is in his mid 80's, who was affected like us. He is not used to a mobile and I would wait the average 60mins to get through and then walk the 200 yards to his home so he could speak to BT and explain his issue. (As you can imagine phoning this at 8 am and then again in evening hoping to get through with a wait of average 50 mins - becomes VERY stressful as basically when the call is finished you feel you are going to get help BUT you don't.

Each time we are told we would be phoned back but nothing. It took longer to get his landline transferred to his mobile because he was not able to get a response and BOTH of us have poor signal on our mobiles.

4. Friday - we got a phone line back. Open Reach came, just by chance outside our gate, I spoke to him, and he came in. Tested main socket on wall but this had blown, affected wire behind and he replaced all. Said Hub was no good and I needed to get onto BT to order a new one.

5. Open Reach engineer also confirmed our BT Advanced Phone with 100% call blocking and answerphone was now broken. So needed to order a new one.

6. Thank fully yesterday my new hub arrived and my new phones. So 29th back online - but HUB does not have a new wire supplied from it to main box. I am using old one and several times iHub goes off line. Why do they not send the cable from hub to main socket on wall. This must have been affected by electric strike?

7. BUT!!!! It is this terrible customer service for our age group. All compounded by being told no issues in your area, we will call you back but they don't, I now see emails (as I am back online) when obviously I have phoned them, and it says your complaint is now closed!?

8. Oh! After waiting 50 mins plus for Sales - when I said I needed to order a new Hub and was asked 'How do I know it is broken?' That is after I explained what had happened and how frightening it was - like a hug gun shot.

9. Both my neighbour and I have been with BT for over 40 years. Now when we need support it is not there.

Apparently Open Reach is on strike but..... surely just one call back to say we are 'on it' be patient.

10. I need to see my neighbour later on today because as far as I know he is not back on line. He said he will have to go to the Satellite Service being offered in village as he can't go through this experience again.

11. Last question - my new phone with two handsets. I know the base is broken on my other one but is there any way I could use one of the handsets with this new phone? (As it is exactly the same.)

11. So - now -

I need to see if I can be supplied a new wire from hub - most likely being asked how do I know it is faulty?

P.S. I hope you have been able to follow this - but surely the service should be better than this?

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

imjolly — Sun, 30 Oct 2022 14:59:50 GMT

I have asked the forum mods to see if they can help you get your phone and broadband fixed they will post here

your existing handset would need to be un-paired from the existing phone base and then re-paired to the new base. you may be able to export the phone contacts and then import the contacts into your new handset

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

JohnC2 — Sun, 30 Oct 2022 15:08:31 GMT

Hi @GillyFB, welcome back and sorry to hear of your poor experiences with us.

I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to help you get all resolved.

Cheers

John

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

GillyFB — Sun, 30 Oct 2022 15:38:51 GMT

Perhaps you can help me with this in a few days' time as I have all contacts now on what a relatively new phone. As I said it seems a shame to have these handsets sitting there when it was the main base that got zapped.

My head is in a spin at moment as I need to try and find out why my printer is not reading Internet. Blue light on my HP LaserJetP1102w just keeps flashing.

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

imjolly — Sun, 30 Oct 2022 15:40:51 GMT

when you got new hub did you change the wifi connection in your printer to the new hub SSID otherwise it will not connect

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

GillyFB — Sun, 30 Oct 2022 15:51:05 GMT

I think my brain has been fried! I go into my Printer Properties but stuck where wifi connection is. I thought that could be it but did mobile, tablet, but ....stopped there.

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

Keith_Beddoe — Sun, 30 Oct 2022 15:57:23 GMT

@GillyFB

Look here https://support.hp.com/gb-en/document/c02847467

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

GillyFB — Sun, 30 Oct 2022 16:04:11 GMT

Thank you so much - I will try this in the morning as I am so tired! Fresh day and looks like I need to find cable, etc. Thought it might be a case of putting in Wireless Password but it seems I have to treat it like a new printer. x

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

Keith_Beddoe — Sun, 30 Oct 2022 16:12:54 GMT

Some printers, like my Canon MG5350, have a front panel display where you can manually alter or enter new wireless settings.

Of course the easiest option is to change the wireless settings on the new home hub and make them the same as the old hub. You would have to update the settings on your other devices, but the printer should be happy.

Of course if you ever had to factory reset the home hub, it would revert back to the default settings, which could prove annoying.

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

GillyFB — Mon, 31 Oct 2022 12:00:05 GMT

HP LaserJet issues -

1. Found cable and connected Printer.

2. Downloaded software. Restarted computer. Note: Did not get asked for Hub Password?

3. BUT - on recall I did select direct print?!?

4. Went into Printers and saw I had 2 printers the same listed - so chose Default.

6. Pressed Print and it worked!!!

7. Happiness too early - pulled out lead from printer and laptop and tried print again - nothing. Sooooo......

8. Note: On printer blue light flashes by Internet Symbol.

What am I doing wrong - help really appreciated.

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

imjolly — Mon, 31 Oct 2022 12:10:05 GMT

looks like when setting up printer you have used the ethernet connection but you should select wireless and then select hub and input wifi password

you may need to start from resetting printer

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

GillyFB — Mon, 31 Oct 2022 12:32:41 GMT

Thank you for trying to help me.

So do I download drivers again?

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

GillyFB — Mon, 31 Oct 2022 14:15:41 GMT

I am getting this at the beginning - I select Repair/Update. Is that right?

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

GillyFB — Tue, 01 Nov 2022 08:39:27 GMT

Internet went down again this morning and phone line really crackly. I am wondering if to not even attempt anything until BT have resolved issues here. I haven't tried phoning as that will only increase stress.

My neighbour is still using his mobile and said he has been promised a call back today. He is hopeful as he thinks it was a supervisor he was talking to on Sunday.

New Hub -

As I just couldn't get this printer to work - I am wondering is it easier if I put in cd that came with printer? Also - I realise my HP Envy 5530 will not work - so could the CD be a quicker route with this also?

I do appreciate your help - thank you.

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

GillyFB — Tue, 01 Nov 2022 12:58:27 GMT

I am so sorry to be a nuisance - but - wanted to give some positive update.

1. HP LaserJet P1102w - somehow download a different way and NOW!!! have wireless connection. But - it calls my printer a P1102w_2. Question is do I delete the first one or just leave well alone?

2. HP Envy 5530 - black ink has run out so control panel on front will not work. I have just ordered a new one so hopefully I will be able to continue getting this working again.

3. I have managed to link my TV up with Hub!😊

NOT!!!! Positive News!!!! 😒

3. My poor 88 year old neighbour has just phoned - no one has called him back. He said he is getting in the car to go and buy a brand new mobile and just feels like burning all the BT equipment.

I am at a loss to know how to help him. My phone line has interference on it - so - they could be still working on it. If only they could help the elderly. He has phoned Age Concern and he said they said go online!!! How can he????

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

imjolly — Tue, 01 Nov 2022 13:02:47 GMT

maybe you and your neighbour qualify here

https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

GillyFB — Tue, 01 Nov 2022 13:23:42 GMT

Thank you - for that info. The Open Reach engineer suggested we ask. I really appreciate you are trying to help.

So, I did - even though my husband has a pacemaker, and it is linked to a mobile unit to hospital - does not qualify - plus I am here so he is not alone.

My neighbour, as far as I know, who is under the doctor and although he lives alone is mobile and still uses his car.

I think the bottom line is all we are asking is to have good customer service. One agent told me they had 500 calls lined up hence the 60 mins average wait. Why not have a dedicated team that takes over as our complaint moves up the ladder. In other words, we would not keep phoning to try and find out what is happening - if we are told this fault will take on average 7 days and it is still ongoing.

Plus, not to have text messages to say your line and internet is working! Email (when sitting in a supermarket car park using their Free WiFi to say we have closed your case.

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

GillyFB — Wed, 02 Nov 2022 09:47:06 GMT

Good morning - back on line for ??? mins.

Landline last night crackling - but at least we had one.

Internet - on off.

This morning exactly the same - so got on here and don't understand if my list of reported faults is still ongoing or they feel all is completed and i am.

Loss internet again !!! So back on - what more can I say. If only communication was in existence.

We have to seriously think about leaving BT and going for Satellite now. I really don't want to but ...... I have to go upstairs to try and get a mobile signal or go outside. Can put up with that if I have internet connection.

I now will walk the 200 yards plus to my neighbour and see how he is.

Thank you for listening.

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

JohnC2 — Wed, 02 Nov 2022 10:07:58 GMT

Hi @GillyFB, sorry we've not been in touch yet. We've got your details in our queue and one of the team will be in touch very soon.

Cheers

John

Re: Thunder & Lightening storm hit pole - BT support extremely VERY poor.

DavidM — Sun, 27 Nov 2022 12:33:34 GMT

Hi @GillyFB .

Thanks for taking my call today. I'm really glad the engineer was able to get this fixed for you. If you have any further problems please get in touch and I'll be happy to help.

All the best

David