I live in a rural area in South Devon and our local exchange is Loddiswell. The lines to my house and about 12 others have to go about 3 miles and there has been a real problem as the lines are old, patched together, fouled by tree branches and it is no wonder our broadband is slow and constantly dropping connections. There is also an inadequate number of lines so whenever someone wants a new line, more often than not someone else gets cut off.
The last time a new broadband connection was installed a couple of months ago the engineers had to work for three days with a cherry picker, as they refused to climb the poles because they are so rotten. The main guy was very helpful and I insisted he came and checked before he left each day that he hadn't cut anyone off. He admitted the cabling was a complete mess but BT would not pay for complete new lines to be installed so he had to do his best.
Recently my broadband has been worse than ever, so last Friday 20 Sep I steeled myself and rang to report the fault. As always a very nice but somewhat incomprehensible Asian lady checked the line and agreed it was faulty. I had to call again on Sunday as there had been no improvement and spent some 30+ mins talking to another guy and then his manager as the soonest they could book an engineers appointment was Thursday 25 Sep. Appointment was for 1pm to 6pm yesterday and I waited at home all afternoon - guess what no one turned up.
When I called at 5.15pm I was eventually told that the engineers had not been able to keep the appointment "due to lack of resources". To add insult to injury I was offered a £10 credit for the missed appointment, i.e. for 5 wasted hours I would get £2 an hour. Then instead of being able to confirm that engineers would come today, the guy had to book another fresh appointment and the soonest was (I think) next Tuesday. I was so furious that I don't think I even wrote down the day or time or can't find it now.
In the meantime, I have to reboot the Homehub 40+ times a day and suffer ridiculous slow speeds trying to do a lot of work.
I despair and if any Mod can help I would be eternally grateful.
Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more
This is a customer to customer self help forum the only BT presence here are the forum moderators
So three months later, my broadband continues to have problems with drop outs.
Numerous engineers have visited and several appointments have either been cancelled or never materialised. My case has been referred to "Level 2" several times. The only thorough engineer who has visited was on loan from BT Openreach in Wales and travelled from near Cardiff to South Devon to work on my problem.
He correctly identified a problem with two sections of the line from the exchange in Lodiswell which had been patched numerous times and joints were corroded...no wonder I and my neighbours have constant drop outs. It was supposedly booked in for replacement by engineers with a cherry picker. Despite promises, I have never heard that these lines have been replaced and I suspect nothing has happened.
On 9 Dec I called support again after constant drop outs and eventually had an appointment for an engineers visit today. I waited in for the appointment between 1pm and 6pm and guess what - no engineer. When I called to find out what happened, after four call backs I was told the appointment had again not been kept due to "lack of resources".
Instead of getting a new appointment the next day, the earliest next appointment I was offerred was a week's time on 27 Dec.
What a farce ! I have been charged for several months broadband that has been unuseable. Each time an appointment is missed all BT offer is £10 compensation i.e. £2 an hour for waiting in for 5 hours.
I will be cancelling my BT account and demanding a refund of all broadband charges and will have to install satellite broadband as BT are incapable of servicing rural areas.
Yours, totally disatisfied of Devon
Thanks for posting. I can take a look into this for you. Drop me an email with your details. You’ll get the ‘contact us’ link in the about me section of my profile.
When you say "I am trying to start up a business and have to have broadband that works", then you have the wrong type of account, you should have a BT Business account, as you are not allowed to use a residential account for business use.
A BT Business account would give you a priority repair service and a guaranteed SLA, and the ability to claim compensation for lost business if you can prove it.