Problems with BB Speed & Contacting Billing for refund of router I did not need.
I have been having problems with my BB speed especially in the evenings. After a long drawn out and frustrating process , BT Tech Help suggested my router was faulty. It was repalced, problem still there. So I have paid for a router and postage for something I did not need.
How can I get this resolved. After a lot of wasted time I cannot get anyone to answer my complaint. I have contacted billing and been passed to various other departments. Been promised a refund that did not happen and I've had to start all over again. For a communications company BT seem to have a big probelm in that they cannot communicate information between departments.
How can I talk to someone that actually understands my problem. The Indian call centre staff are polite and helpful. However it seems that they can only reply with what seems to be scripted answers.
if you would like help with your connection problem from the forum members please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results .
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.