Just spent the new year with my sister in law in northumberland who is long standing BT customer (over 30 years) and an OAP. She is trying to get actual support from BT for her broadband but is losing the will to live. She is getting very intermitant broadband which is full of errors and very slow when she is connected. The speed was between 450 kbs and 90 kbs whilst we were there, given here distance from exchange she is not expecting anything exciting but wants reliable.
She has had three lengthy calls to "Support" in India and they have had here wielding screwdrivers and turning things on and off, she is an OAP. After connecting up the router direct to the main socket all problems keep repeating. The advanced section of the router clearly shows many FEC, HEC and CRC errors which keep increasing. This appears to show clearly there are issues between the socket and exchange and one would imagine your "support" could see these too. She clearly needs an engineer on site to do test but is only threatened with a massive call our fee by "support". She has even tried to cancel but this only managed to get her put back to India for the same fault finding non resolutions.
What is our line rental for if we cannot get support when needed, why cannot someone recognise three calls means there is an issue you are not solving, why do we ask OAP's to take a screw driver to your equipment. How can she get an engineer on site so you can supply the service she is paying for.
Also we keep getting NHS direct when calling her number so clearly the line is working well too.