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Newbie
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Message 1 of 6

Broadband Issues and Abysmal Customer Service

Hi all,

 

It has been nearly 3 weeks since our broadband and TV was supposed to have been installed, and we have yet to receive a single kb of data or second of TV down the line. I have spent countless hours on hold to a company which seems to give no care at all to the problem and will let its customers jump around acting as if they have made a mistake and are trying to desperately persuade BT to attempt to fix it.

 

I have been told repeatedly that there is no problem with the line. We have been sent a new router and we still have the same issues. After spending over an hour on the phone to an operator reading a script off a screen, she actually had the nerve to ask if the broadband cable was plugged into the wall. I understand you need to ask, but perhaps ask that question nearer the beginning next time.

 

No-one has taken personal ownership of the issue. I have been palmed off to different 'departments' and every opportunity - at one point the 'technical team' (which consists of people running the same diagnostics you can do yourself online) tried to palm me off to a 'tier 2 technical team', which was absolutely laughable.

 

The one thing BT have actually managed to do correctly is bill me. I'm not sure why I am surprised.

 

Last week BT agreed to send an engineer to our home to help solve the issue (giving us a 5-hour window in which to be at home - something most normal people including ourselves cannot work with). The next day they cancelled that appointment saying they had found a fault at the exchange which would be fixed this Tuesday. Of course Tuesday came and went and nothing happened. We are now back to square one with nothing but the prospect of waiting in a phone queue for an hour just to get through to the useless call centre to run some pointless diagnostics.

 

I am absolutely fed up.

 

I have tried to cancel and have been told it will cost be over £400. All i want is to have the service I have paid a lot of money for. The sooner the government breaks this monopolistic stranglehold that BT has on the broadband industry the sooner the world will be an entirely better place.

 

In 2016 what kind of company doesnt have a 'call back' function on its phone queue? Why cant you have people on the end of the phone that just solve problems rather than read scripts? Why must I do all the leg work to solve a problem that YOU have caused?

 

At this stage I want either a solution plus compensation for the time and efforts I have gone through or a full cancellation without question or charge.

 

I look forward to a (probably not very timely) response.

 

Rob

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5 REPLIES 5
Highlighted
Distinguished Sage
Distinguished Sage
427 Views
Message 2 of 6

Re: Broadband Issues and Abysmal Customer Service

Welcome to this forum.
This is a customer to customer forum only,

 

This is where customers help each other get the most out of BT products & services.

 

Before I pass your request onto the UK specialist team, please can you connect things up as shown below, and see if the home hub connects.

 

I assume that your phone line is working properly? Do you have a single or double socket on the front of your master socket? If so, is the home hub plugged into the small socket?

 

adsl_test.jpg

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Highlighted
Moderator
Moderator
421 Views
Message 3 of 6

Re: Broadband Issues and Abysmal Customer Service

Hi @rsm2201 and welcome,

 

I'm assuming you've been through all the self help stuff already but can you try the suggestion posted by @Keith_Beddoe and let me know if there is any change. If not then drop me an email with the details and I'll look into it for you. You'll get the contact the moderators link in my profile.

 

Cheers

 

David

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Highlighted
Newbie
411 Views
Message 4 of 6

Re: Broadband Issues and Abysmal Customer Service

Hi, thanks for the replies.

There is no filter, the dsl cable is directly from small socket to router and we dont have a landline phone so haven't been able to test.

Im sure this is a bt error rather than a user error so i'm desperate to get them to acknowledge it!
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Highlighted
Distinguished Sage
402 Views
Message 5 of 6

Re: Broadband Issues and Abysmal Customer Service

you really need to check the phone line is working ok eg a dial tone and is not noisy this should be checked at the test socket this will also reduce the risk of a charge for an engineer visit should one be needed
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Highlighted
398 Views
Message 6 of 6

Re: Broadband Issues and Abysmal Customer Service

Tried to get btsport for first time last weekend but kept on pixelating.  Tried helpdesk and live chat, tried everything then they decided it was the broadband extender flex 500. They sent me some more, connected up fine but got error message that meant NO picture at all.  When spoke to help desk they said it was my home wiring and they could send out a cable to attach it.  Cable was 10m my distance between room where tv is and one where router is is about 30m.  When asked what I could do the helper said Other customers have remodelled their house!!!  

Is this genuine that my wiring in the house can cause this issue or am I being conned?  Customer service is very poor so far bt!

 


@rsm2201 wrote:

Hi all,

 

It has been nearly 3 weeks since our broadband and TV was supposed to have been installed, and we have yet to receive a single kb of data or second of TV down the line. I have spent countless hours on hold to a company which seems to give no care at all to the problem and will let its customers jump around acting as if they have made a mistake and are trying to desperately persuade BT to attempt to fix it.

 

I have been told repeatedly that there is no problem with the line. We have been sent a new router and we still have the same issues. After spending over an hour on the phone to an operator reading a script off a screen, she actually had the nerve to ask if the broadband cable was plugged into the wall. I understand you need to ask, but perhaps ask that question nearer the beginning next time.

 

No-one has taken personal ownership of the issue. I have been palmed off to different 'departments' and every opportunity - at one point the 'technical team' (which consists of people running the same diagnostics you can do yourself online) tried to palm me off to a 'tier 2 technical team', which was absolutely laughable.

 

The one thing BT have actually managed to do correctly is bill me. I'm not sure why I am surprised.

 

Last week BT agreed to send an engineer to our home to help solve the issue (giving us a 5-hour window in which to be at home - something most normal people including ourselves cannot work with). The next day they cancelled that appointment saying they had found a fault at the exchange which would be fixed this Tuesday. Of course Tuesday came and went and nothing happened. We are now back to square one with nothing but the prospect of waiting in a phone queue for an hour just to get through to the useless call centre to run some pointless diagnostics.

 

I am absolutely fed up.

 

I have tried to cancel and have been told it will cost be over £400. All i want is to have the service I have paid a lot of money for. The sooner the government breaks this monopolistic stranglehold that BT has on the broadband industry the sooner the world will be an entirely better place.

 

In 2016 what kind of company doesnt have a 'call back' function on its phone queue? Why cant you have people on the end of the phone that just solve problems rather than read scripts? Why must I do all the leg work to solve a problem that YOU have caused?

 

At this stage I want either a solution plus compensation for the time and efforts I have gone through or a full cancellation without question or charge.

 

I look forward to a (probably not very timely) response.

 

Rob



@rsm2201 wrote:

Hi all,

 

It has been nearly 3 weeks since our broadband and TV was supposed to have been installed, and we have yet to receive a single kb of data or second of TV down the line. I have spent countless hours on hold to a company which seems to give no care at all to the problem and will let its customers jump around acting as if they have made a mistake and are trying to desperately persuade BT to attempt to fix it.

 

I have been told repeatedly that there is no problem with the line. We have been sent a new router and we still have the same issues. After spending over an hour on the phone to an operator reading a script off a screen, she actually had the nerve to ask if the broadband cable was plugged into the wall. I understand you need to ask, but perhaps ask that question nearer the beginning next time.

 

No-one has taken personal ownership of the issue. I have been palmed off to different 'departments' and every opportunity - at one point the 'technical team' (which consists of people running the same diagnostics you can do yourself online) tried to palm me off to a 'tier 2 technical team', which was absolutely laughable.

 

The one thing BT have actually managed to do correctly is bill me. I'm not sure why I am surprised.

 

Last week BT agreed to send an engineer to our home to help solve the issue (giving us a 5-hour window in which to be at home - something most normal people including ourselves cannot work with). The next day they cancelled that appointment saying they had found a fault at the exchange which would be fixed this Tuesday. Of course Tuesday came and went and nothing happened. We are now back to square one with nothing but the prospect of waiting in a phone queue for an hour just to get through to the useless call centre to run some pointless diagnostics.

 

I am absolutely fed up.

 

I have tried to cancel and have been told it will cost be over £400. All i want is to have the service I have paid a lot of money for. The sooner the government breaks this monopolistic stranglehold that BT has on the broadband industry the sooner the world will be an entirely better place.

 

In 2016 what kind of company doesnt have a 'call back' function on its phone queue? Why cant you have people on the end of the phone that just solve problems rather than read scripts? Why must I do all the leg work to solve a problem that YOU have caused?

 

At this stage I want either a solution plus compensation for the time and efforts I have gone through or a full cancellation without question or charge.

 

I look forward to a (probably not very timely) response.

 

Rob




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