After many happy years with BT I've had the new V2 hub for a few months and recently my connection started dropping out. The Hub lights went out & then blinked orange and finally the connection came back on. This happens 3-4 times a day over the last few weeks. After contacting Bt i was sent around the world to speak to an intelligable woman in outer mongolia, frankly i had to keep apologising to her as i could not understand a word she said. After the usual, check this, change that nonsense. She recommended that i go out and purchase a new ADSL filter (I already have 2 that i tried), but when asked what test she performed to come to that conclusion she just repeated the same request. I refused to go and purchase one as i asked for a guarantee that if this was not the problem that Bt would refund the price of the filter, she refused the guarantee.
After much debating she agreed to get an engineer to call me as I demanded to speak to the Uk customer service to try get someone to explain the loss of service. I've checked the BB status page and it dosent report a problem in my area, also the speedtester reports are not reporting any problems.
Just to be clear, ive worked in IT/Networking for a long time and no with clarity that there is no problem at my end.
Lets see if an engineer does call and what nonsense he comes out with 🙂
I waas told a script muppett today to consider myself lucky to get up to 6mb on ASDL2+ line on a21CN enabled exchange,capable of twice that "because other customers only manage to ger 0.5mb" see the thread below. If you are thinking of leaving a reliable stable connection for BT, think very hard as customer service does not appear to be strong point here. Fobbing of and lying seem to be the order of the day.
I had an engineer appointment for today to install and activate my new line & broadband - however I found out completely by accident (just by checking 'order tracker') late last night that my appointment had been re-arranged without any discussion or notification to next Wednesday (Aug 10). I asked the customer service advisor if I could book another Saturday slot, only to be told if I did it was likely to be cancelled again! Why are prospective customers given an appointment option which will not be honoured? Cutting a long and frustrating story short I've already raised a complaint log before I've even been connected. I will certainly not be recommending BT to anyone
I have an on going problem with the service you are providing. I phoned at the beginning of July to try and reduce my payments and was told that the only thing you could do was remove my sky sports. when I told you that I had rung on the 31st of May to cancel sky sports I was told "oh! yes" but it hadn't been cancelled so I was told that you would credit the two payments I had made since then, but I still haven't seen a credit! I then rang on the 15th of July to say I couldn't view ESPN and after two hours on the phone with one of your technicians he finally conceded that he would have to send an engineer to my house. Six days later the engineer came and said that my box and viewing card were fine and it was a problem with my subscription. I contacted BT and was told that my package included ESPN and I would be sent an new viewing card. This was the 21st of july I eventually, after 7 phone calls (each averaging 60 minutes in length) received my card on the 2nd of August and after a 2 hour phone call you were unable to activate my card. It is now the 7th of August and 23 days since my original call and I still can't view ESPN. So in total I have paid for 2 months sky sports and nearly 1 month of espn that I havn't been able to view, that is a quarter bill. I am now totally fed up of your telephone operators patronising me by saying that they "understand my problem" when obviously they don't care less otherwise this problem would not have got this far.
Could you please tell me the next step and will I be refunded for the channels I've been unable to view? I should be able to cancel my contract without any charges beacuse I have kept my part of the bargain by paying my direct debit each month but you aren't providing me with a sevice for my payments and not upholding your part of the contract. I would like someone to contact me from BT to discuss this complaint. thank you.
These are problems I have recently had with BT.
this is a customer help customer forum and the only BT employess are the forum mods.
Hi Steve, it sounds like you are having a bad time.
the mods (BT employees) are the only people who can help sort this out for you.
If you fill in this form: http://bt.custhelp.com/app/contact_email/c/4951 with a link back to your post for ref, the mods will get back to you. it can take up to 3 days.
This is getting silly now. Complaints should be directed towards BT. This is for people to help out other people with PC problems the Mods can only do so much.
If you are getting nowhere, get in touch with the C.E.O.