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da260267
Beginner
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Message 1 of 8

Poor broadband speed ant the worst customer service I have ever had the mis-fortune to deal with!

 

I first reported a fault with my broadband via the email service on the home page 3 weeks ago, after several emails and texts from BT saying they would call at my requested time I gave up waiting.  I took half a day off work and called them last Thursday.  I am told by one customer services operator that there is a fault with my line.  I was then cut off.  My next call I was told there was no fault on my line until they checked the records of the previous operator and then they said it was slow and they would make alterations to the settings.  I was told they would call me tonight (Monday 22) between 6.30-8.30.  So I wait. At 8.15 I get a text saying they have tried to call but couldn't get through, but if I text back they will call back and that they are open till 9 at night.  So I text back and get a reply saying they close at 8.

 

I have now been waiting approx. 20 minutes for one of these so called customer services operators to contact me.

 

If anyone from BT is reading this please let your management know that this is the worst service I have ever received. 

 

Sky wasn't brilliant but it was 10 times better than this, I am sure I will be cut off soon when their office closes.

 

Does anyone know if BT monitors this forum?

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MrDJ
Aspiring Expert
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Message 2 of 8

Re: Poor broadband speed ant the worst customer service I have ever had the mis-fortune to deal with

this is a customer to customer support forum but there are mods on here that might be able to help but it can take a few days.

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Distinguished Sage
Distinguished Sage
811 Views
Message 3 of 8

Re: Poor broadband speed ant the worst customer service I have ever had the mis-fortune to deal with

Can you enter your phone number and post results. Remember to delete number. https://www.btwholesale.com/includes/adsl/main.html

 

If you have a hh5 can you go to troubleshooting then helpdesk and post stats 1-12

 

can you run btspeedtester snd when first test completes run diagnostic test and post results. 

 

btspeedtester



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da260267
Beginner
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Message 4 of 8

Re: Poor broadband speed ant the worst customer service I have ever had the mis-fortune to deal with

Download speed 0.25

Upload speed 0.35

 

Means nothing to me, that's why I am trying to get customer service.

 

On the plus side they answered the phone after 30 minutes but then I was cut off!!!!

 

I did however get another message saying they would call me back, I wait in anticipation lol

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MrDJ
Aspiring Expert
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Message 5 of 8

Re: Poor broadband speed ant the worst customer service I have ever had the mis-fortune to deal with

0.25 down ouch!

 

this is what we need as it gives good info for others to advise. https://www.btwholesale.com/includes/adsl/main.html

a screen shot would be better if possible.

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Distinguished Sage
Distinguished Sage
792 Views
Message 6 of 8

Re: Poor broadband speed ant the worst customer service I have ever had the mis-fortune to deal with

You need to post router stats if you have a hh5. That will help others help you



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Distinguished Sage
Distinguished Sage
774 Views
Message 7 of 8

Re: Poor broadband speed ant the worst customer service I have ever had the mis-fortune to deal with

From the checker there is no infinity available so are you on adsl and just posted on wrong board?



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Distinguished Sage
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Message 8 of 8
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Re: Poor broadband speed ant the worst customer service I have ever had the mis-fortune to deal with

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