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Aspiring Contributor
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Message 1 of 10

Bt have failed me

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After wasting my time with the disgraceful customer service I visited this forum for any help , all I needed was an engineer to come and connect my broadband up , so after posting about my lack of help through customer service I got a response and was contacted to book me an engineer today . The engineer would call between 0800 and 1300 which now has passed , if I can ever get through to customer service I'm cancelling my account and will look for another internet provider I will never touch BT again .
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Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: Bt have failed me

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Welcome to this user forum.

 

BT Retail do not provide or maintain the external network or connect up broadband. This is done by Openreach (A BT Group Business) who work for all Service Providers apart from Virgin Media. BT Retail do not get any special treatment.

Delays are normally due to Openreach, especially at this time of the year.

 

Cancelling will delay things even further.

Is your phone line working?

 

What did you order, normal broadband or BT Infinity?

 

Try the  Order Live Chat Team they should be able to tell you what the delay is, and see when the job will be issued.

 

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Moderator
Moderator
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Message 3 of 10

Re: Bt have failed me

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Hi @Greenman1

 

Thanks for posting back!

 

I'm sorry that the engineer didn't arrive.  I can see that @JohnC2 is managing your complaint and he will be following up with you again tomorrow.

 

Cheers,

 

Robbie

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Aspiring Contributor
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Message 4 of 10

Re: Bt have failed me

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finally the engineer turned up, not on time but connected the broadband, he was given the job late so i cannot blame him for not meeting the time, management above needs to address this and sort out communication, i'm not happy with the way things have been dealt with and has left a bitter taste, the previous engineer for the initial line fault turned up on a different day to which customer sevice had arranged with me so this is'nt a one off, (customer service is non existent) .Smiley Mad

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Aspiring Contributor
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Message 5 of 10

Re: Bt have failed me

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The only issue now is its not fast enough on normal broadband

 

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Distinguished Sage
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Message 6 of 10

Re: Bt have failed me

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Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
http://speedtest.btwholesale.com/
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Distinguished Sage
Distinguished Sage
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Message 7 of 10

Re: Bt have failed me

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@Greenman1 wrote:

 the previous engineer for the initial line fault turned up on a different day to which customer sevice had arranged with me so this is'nt a one off, (customer service is non existent) .Smiley Mad


That can happen if the task is built wrong, and is not done as an appointment. It can also happen if the work allocation people decide to issue it early to reduce the work queue, without reading the notes.

 

It can also happen if BT do not specify it as an appointment in a time slot.

 

So it can be either Openreach, BT , or even a system error.

 

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Aspiring Contributor
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Message 8 of 10

Re: Bt have failed me

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Not sure how to post a screenshot on here
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Distinguished Guru
Distinguished Guru
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Message 9 of 10

Re: Bt have failed me

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@Greenman1 wrote:
Not sure how to post a screenshot on here

In the Reply text box click the picture icon arrowed in the screenshot below > click Browse and find the file on your computer > double-click the file > click Insert Image.

 

 

Capture.JPG

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You can click the thumbs up icon below this message if you think it was helpful.
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Distinguished Sage
Distinguished Sage
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Message 10 of 10

Re: Bt have failed me

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@Greenman1 wrote:
Not sure how to post a screenshot on here

Also see https://community.bt.com/t5/help/faqpage/faq-category-id/images#images

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