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Beginner
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Message 1 of 6

How do you get BT to provide competent customer support.

Does anybody know the answer to this?

 

The IP Profile on my line is set to 25.12mbs it should be the max allowable (38 mbs).

This fault was reported on the 21 April by email and was told I would get a call in 24 hours. This did not happen.

 

To cut a long story short, BT putting phone down on me, various lies, etc (At no time was I rude and/or abusive)

 

On the Friday 4th May I was told  that I would get an engineer telephoning me by Saturday 21:00 5th May.

 

Another lie as this did not happen.

 

Chased this at Saturday 5th May 21:00, was told they had no record of this conversation (and a couple of other lies) but an engineer would call me at 09:00 6th May and there was no way this this would not happen.

 

Yet another lie as this did not happen.

 

Sunday 6th May, BT refused to let me speak to someone who would reset the line profile. BT cliaim they did not promise me a call. BT put the phone down on me twice (I was not rude or/and abusive).

 

Is there any why or contacting UK based people who

 

  1. have a clue

  2. do not lie

  3. will actually reset the IP profile on the line to what it should be

 

 

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Contributor
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Message 2 of 6

Re: How do you get BT to provide competent customer support.

Your best point of call is wait for an answer on here or ask one of the mods direct. That can be 3 days.

 

Shocking i know, a decent ISP will sort with BT a stuck IP profile within a few hours, had it twice last 13 months on FTTC.

Unfortunately thats the trade off with lack of decent support, at best 3 weeks horrendous.

 

Upon signing up 8 days ago i was told you can request a call back from UK Call Centre. Call the global help line probably picked up in India just request a call back.

 

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Beginner
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Message 3 of 6

Re: How do you get BT to provide competent customer support.

profile now gone down to 21 mbs.

 

The phone number on the bt complaints code of practice does not get through to a complaints department but the same bunch of liars so there really going to handle a complaint competently.

 

Can anybody tell me how I stand on cancalling the contract under the sales of goods act?

 

 

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Distinguished Sage
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Message 4 of 6

Re: How do you get BT to provide competent customer support.

If the profile is dropping it's more than likely down to an underlying fault on your line between your home and the cabinet.

Your best bet is to request a broadband engineer.
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Highlighted
Beginner
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Message 5 of 6

Re: How do you get BT to provide competent customer support.

You are missing the point.

 

I have been promised an engineer twice by these liers.

 

They have since claimed they have no record of this but I have the names and times this was promised to me.

 

This problem has been outstanding now for 2 1/2 weeks they have no interest in solving it.

 

 

How to I go about cancelling the contract and moving to a competent broadband supplier.

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Distinguished Sage
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Message 6 of 6

Re: How do you get BT to provide competent customer support.

The problem will still need OPENREACH to resolve the problem where ever you move to unless you can get a cable service as has been suggested contact the forum mods they will get things resolved for you 

this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days

They are a UK based BT specialist team who have a good record at getting problems solved

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