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Marc29uk
Aspiring Contributor
777 Views
Message 1 of 29

Customer service shocking

My router went wrong several months ago after numerous calls telling me it was the exchange I was sent another router. Which drops out all the time. More phone calls telling me it was the exchange and would send an engineer to the exchange. He came to my house and said I need another router. More phone calls and they now refuse to change it until I sign another contract. They couldn't sort the problem when I was under contract so how can I sign for another 2 years ?
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28 REPLIES 28
Keith_Beddoe
Distinguished Sage
Distinguished Sage
776 Views
Message 2 of 29

Re: Customer service shocking

Do you have normal ADSL broadband or BT Infinity?

 

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Marc29uk
Aspiring Contributor
772 Views
Message 3 of 29

Re: Customer service shocking

Infinity
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
768 Views
Message 4 of 29

Re: Customer service shocking

I have moved this to the Infinity board.

 

Which BT Home Hub do you have at the moment?

 

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Marc29uk
Aspiring Contributor
751 Views
Message 5 of 29

Re: Customer service shocking

Home hub 5
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imjolly
Distinguished Sage
Distinguished Sage
745 Views
Message 6 of 29

Re: Customer service shocking

after your fixed term contract expires so does the guarantee on your router which now belongs to you and up to you to fix/replace  when your renew your contract BT extend the hub guarantee for the length of your fixed term contract.  being out of contract gives you ability to move to another ISP at very short notice however any discounts you had have expired and you are now paying full price for your broadband package

 

As you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post 1-12

 

 

 

can you run btspeedtester and when first test completes then run diagnostic test and post results  must be done with wired connection  btspeedtester

 

 are you using the test socket with a new filter

 

can you enter your phone number and post results  remember to delete number wholesale FTTC check

 

 

 

try quiet line test   dial 17070 option 2  should be quiet and best with corded phone



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Marc29uk
Aspiring Contributor
723 Views
Message 7 of 29

Re: Customer service shocking

When I first complained I was still within my contract. But it wasnt sorted out before my contract ended. The engineer who came to my house ran lots of tests and said I needed a new router. When I rang again you ran more tests for the 3rd or 4th time. Everything was running fine until the first router went wrong. The new one has not worked properly since it arrived. But you have refused to replace it
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Marc29uk
Aspiring Contributor
701 Views
Message 8 of 29

Re: Customer service shocking



BT BROADBAND AVAILABILITY CHECKER
Telephone Number ******** on Exchange BRIDGWATER is served by Cabinet 8
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

High Low High Low
VDSL Range A (Clean) 80 64.3 20 20 -- Available -- --
VDSL Range B (Impacted) 68.4 35 20 11.4 -- Available -- --
ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date


Left in Jumper

WBC ADSL 2+ Up to 8 -- 6.5 to 14 Available -- --
WBC ADSL 2+ Annex M Up to 8 Up to 1 6.5 to 14 Available -- --
ADSL Max Up to 6 -- 5 to 8 Available -- --
WBC Fixed Rate 2 -- -- Available -- --
Fixed Rate 2 -- -- Available -- --
Other Offerings




Availability Date



VDSL Multicast -- -- -- Available -- --
ADSL Multicast -- -- -- Available -- --

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john46
Distinguished Sage
692 Views
Message 9 of 29

Re: Customer service shocking

Please edit out your phone number as this is a public forum viewable world wide for your security
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john46
Distinguished Sage
692 Views
Message 10 of 29

Re: Customer service shocking

This is a customer to customer self help forum posts made here do not go to BT although the forum is moderated by BT not every post is read

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