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I live in a village where we are some distance away from the telephone exchange. The whole village experiences very slow speeds. We have petitioned to BT to have the line speed increased, but this is another story.
The speed I am currently experiencing is:
1.93 gbs download
0.32 gbs upload
For the last few years, BT have said my usage is half (approx 5 GB) my limit of 10 GB
This changed in September 2013 BT said my usage increased to 23GB!!!
I was very suspicious of this as I work during the week and am away most evenings. I am not able to watch UTube videos due to my slow internet speed. Pages take forever to load, and skype etc is impossible. I changed my internet password.
BT advised me to connect a cable directly to the modem, I did this, however this has had no effect on my connection speed.
BT have sent me an email saying my usage so far for October (1st-10th October 2013) has gone up to 15.58GB!!
I called technical support on 10th October. Spoke to an operator - explained the problem and asked if they could investigate. The operator hung up after about 30 minutes. I called back and was told it was a billing problem.
I called billing today (11th October) and spoke to 2 operators - all of them hung up after about 30 minutes. I called BT billing again and told the operator that I am recording the conversation (as I have done with all the previous BT calls). The 3rd operator didnt hang up and said this look unusual and said BT would waive the extra broadband call charges for the extra amount used and advised me to call technical support for them to investigate.
I haven't called technical support yet, but feel I am getting the run around.
Is it usual to treat the customers this way? I have searched the internet and it seems I am not alone in experiencing excess broadband usage problems.
Is there anything else I can do to resolve this as I feel like just terminating my account. I have already paid years line rental in advance, however, I am disappointed with the customer services and worried about these unrealistic charges.
Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
Here is a guide to broadband usage.
You should read messages properly first before posting a reply. I know this is a consumer only forum. I am discussing BTs awful service with other BT customers. Don't assume everyone is in the wrong!
As mentioned above, I am not able to download large files, watch videos, skype etc etc. So sending me a link saying perhaps I am using iPlayer, Skype etc too much could be a cause is really wasting my time!!
It's people like you that make BT the useless company that it is!!
You're wasting my time. Read posts properly before you keep posting and looking for praise!!!!
My speed is very slow... BT have admitted this. You should think about your own company's faults too before jumping to the conclusion that it is the consumers fault.
No wonder BT is in the state it is in with people like you working for them!!!
Don't contact me again unless you have something sensible to say!!
After my initial post on here and complaining continuously to BT, my usage has mysteriously come down to the usual 6GB each month. I'm really suspicious of this, as my internet usage hasn't changed in the 10 years I have been with BT. I have since made a complaint to Ofcom and have told them, I can also make available the recorded conversations I have had in the 3 months it has taken to resolve this. I'm not the only consumer BT has tried to defraud, and I will try and help the fight for the good customer service and fair pricing that we all deserve.