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Message 1 of 2

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.

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Distinguished Sage
Distinguished Sage
Message 2 of 2

Re: Problems with BB Speed & Contacting Billing for refund of router I did not need.

welcome to the BT community forum where customers help customers and only BT employees are the forum mods


as far as your problem getting a refund for the router try online chat and if no satisfaction then contact the mods


contact mods

can take up to 3 working days for mods to contact you

live chat


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 in your browser and navigate to adsl or use a-z, if netgear enter 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




test socket.jpg

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