What magic words do I need to tell them to get an engineer to come out?
Last time I tried this (a couple of years ago, granted), they just said my speed was 'adequate'.
I finally navigated the 'report a fault' wizard which told me 'you have no faults'.
Live Chat seemed to be the only other option to communicate which isn't going well.
Apparently my "minimum guaranteed speed is 19 mbps" and I'm higher than that.
No sign of any willingness to deploy an engineer. His advice "Please unplug the router from the electrical socket and after some time,replug it".
Is there some way to get through to someone who may actually be able to understand my problem and help me get it fixed?
Spoke to him on the phone as well.
"As you are getting the minimum guarenteed speed of 19Mbps, there's nothing I can do for you"
Not terribly impressed ...
The guy was adament that there was nothing he could do. I mentioned an Engineer several times, and pointed out to him that the performance was below the estimated speeds.
He said he was sorry I "wasn't getting what I'd been promised", but as my "minimum speed was 19Mbps", there was "nothing he could do to help me".
I assume if they don't want to engage an engineer there's no other way for me to get one to come look at the issue? Is there a way I can escalate a complaint?