This topic

Rubbish Service from BT

dboo — Tue, 19 Jul 2022 11:20:37 GMT

I upgraded my broadband to full broadband and BT arranged for the change to be effected on Friday. Having disconnected my existing broadband, the engineer could not complete the installation as he said another engineer needed to connect the wire to the pole. Since then I have had no broadband and BT do not seem able to get off their **bleep** and do something about it. I keep getting told it is the fault of Openreach but BT seem unwilling to get Openreach to attend to this quickly. My wife and I work from home and run a business which is struggling without broadband. Just spoke to BT customer service and the guy effectively told me to lump it and wait. He was unwilling to reach out to Openreach and put pressure on them to sort it out. When did BT become this bad? The customer service guy was rude and condescending. I am paying for a service that I am not getting and am supposed to just accept it.

Re: Rubbish Service from BT

Keith_Beddoe — Tue, 19 Jul 2022 11:24:58 GMT

@dboo

Are you a BT Business customer, as you are running a business?

Re: Rubbish Service from BT

Carlusha — Tue, 19 Jul 2022 11:25:50 GMT

@dboo Cannot comment on the service as our experience is top class. That said, shouldn't the Customer Service guy have offered you a 4g mini-hub until your issues had been solved and corrected? These are excellent depending upon local 4g coverage - we had 2 phones, 2 tablets, 2 desktops and a TV all connected via Wi-Fi without any issues.

Re: Rubbish Service from BT

Carlusha — Tue, 19 Jul 2022 11:28:09 GMT

@Keith_Beddoewrote:
Are you a BT Business customer, as you are running a business?

Ooooops! Missed that one!

Re: Rubbish Service from BT

dboo — Tue, 19 Jul 2022 11:28:12 GMT

Just a home user

Re: Rubbish Service from BT

Anonymous — Tue, 19 Jul 2022 11:33:20 GMT

Sadly this is a relatively common complaint on these forums. Why BT can't implement the requirement to confirm that the new service is up & running before merrily pulling the plug on the old one is beyond my comprehension.

Re: Rubbish Service from BT

Keith_Beddoe — Tue, 19 Jul 2022 11:38:44 GMT

Business usage on a residential account is not allowed, so you would get no compensation for any loss.

BT Business users get higher priority, and can claim for lost business.

Re: Rubbish Service from BT

dboo — Tue, 19 Jul 2022 11:43:17 GMT

My wife and I work from home. This cannot be classed as business use anyway

Re: Rubbish Service from BT

Keith_Beddoe — Tue, 19 Jul 2022 12:05:51 GMT

If you are a homeworker, working for an employer, then the situation is different. Many major companies provide business grade connections for homeworkers, if the work is critical. It may be an idea to contact them to see if some form of backup arrangements can be made, as its not unknown for fibre provision issues to take many months to sort out.

Re: Rubbish Service from BT

imjolly — Tue, 19 Jul 2022 12:14:03 GMT

@dboo wrote:

My wife and I work from home. This cannot be classed as business use anyway

in your initial post you posted that ' My wife and I work from home and run a business which is struggling '

Re: Rubbish Service from BT

dboo — Tue, 19 Jul 2022 12:26:58 GMT

I have already explained this to BT and it seems the answer is a £30 voucher to buy data. Guess what it only buys 8gb of data which for anyone working from home and having to download files is really nothing. It is the lack of urgency on the part of BT to give Openreach a rocket to sort out what their engineer says is a 5 minute job that is really galling. Surely someone should be able make this fix a priority

Re: Rubbish Service from BT

dboo — Tue, 19 Jul 2022 12:28:03 GMT

We both work from home and also run an online business where you need to be able to go online frequently

Re: Rubbish Service from BT

Keith_Beddoe — Tue, 19 Jul 2022 12:38:07 GMT

Openreach are not allowed to give BT Retail any priority over other providers. As the issue is now in the hands of Openreach, they will deal whenever they can, depending on how busy they are.

Any compensation for delayed activation is explained here.

https://www.bt.com/help/account-and-billing/automatic-compensation

As for the way you are using the service, you may like to read the residential T&Cs to see if this describes your usage.

6. How you can use the service

a. Each service is just for you and your household for personal use (meaning that it should not be used for any trade, business or profession). You're responsible for how each service and the loaned equipment are used.

11. When we may restrict, suspend or end a service

xii. You use a service for any trade, business or profession.

15. What we're not responsible for and limits on our liability

iii. Any loss you suffer caused by you using a service in a way that breaks the agreement.
iv. Any commercial or businesses loss.

Re: Rubbish Service from BT

licquorice — Tue, 19 Jul 2022 14:17:04 GMT

You are paying Ford prices for a residential service, you can't expect Rolls Royce service.

If you want a better SLA, you need a business service.

Re: Rubbish Service from BT

-Richie- — Tue, 19 Jul 2022 18:10:01 GMT

@dboowrote:
Surely someone should be able make this fix a priority

If your business is important to you, consider taking a package that gives you the service level agreements needed, a business account includes compensation for losses, a residential account is provided for personal use.

Re: Rubbish Service from BT

-Richie- — Tue, 19 Jul 2022 18:12:04 GMT

@Anonymouswrote:
Why BT can't implement the requirement to confirm that the new service is up & running before merrily pulling the plug on the old one is beyond my comprehension.

It would help, to the systems including BT and suppliers, it's 2 orders when people switch or change technology, 1 to stop the service, 1 to provide the service.
If the start fails for whatever reason the stop can still go through.

Re: Rubbish Service from BT

dboo — Wed, 20 Jul 2022 08:27:52 GMT

You are missing the point. I have paid for service, whether personal or business that I am not getting. Everything more or less relies on broadband - cctv, alarm, sky, Netflix, music system etc. None of these has been available for nearly a week with no indication when it will be resolved. Kids on holiday totally bored with nothing much to do without broadband. Meanwhile I am using spare data on sky mobile so my wife and I can work from home. I am not expecting a rolls Royce service, just expecting to be treated with some semblance of priority where BT switched off my broadband and have failed to complete the upgrade. Is it too much to ask that BT reach out to Openreach to prioritise fixing what is the fault of Openreach? I am simply been told to wait for it to be fixed, no idea whether that is in1 week, 1 month or 3 months?

Re: Rubbish Service from BT

Keith_Beddoe — Wed, 20 Jul 2022 08:44:07 GMT

As this is just a customer to customer help forum, there is nothing anyone here can do to speed things up.

I assume you are moving from an FTTC (copper) connection, to an FTTP (fibre) connection, and the ONT (optical modem) has already been fitted, and you are just waiting for the fibre connection from the splitter on the pole, to be run from that point, to the ONT, via the outside of the house?

Re: Rubbish Service from BT

evansnp — Fri, 12 Aug 2022 11:12:12 GMT

I am amazed that they removed the VDSL connection before the FTTP connection was up! In my case, there was a problem with my FTTP install, which took 3 weeks to resolve, but my original connection stayed active throughout.