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Jhc20
Beginner
387 Views
Message 1 of 6

Re: Atrocious Broadband Speed & Customer Service

I have had broadband issues since November2013. I love chatting to the technical teams in India some of them are now best friends. Have had my hub 3 re booted so many times I'm not surprised it doesn't work. The replacement hub sent to me performs even worse than the old one. I've asked for a hub 4 but I'm not eligible as I'm under contract. Asked to speak to a supervisor but told that I must go through a technical fault test before I can speak to anyone. Tried give me infinity at the new customer rates sorry Don't qualify as I'm under contract . Threatened to cancel my contract and move to SKY and was told by BT Advisor that as BT own the lines they provide the best service . If I move to SKY then I could encounter traffic issues and reduced speeds as BT lump all their competitors on a reduce desperate network so may be worse off.
All I've been told is switch to infinity to get a superior product at a much higher price . I don't have the service for the price I'm paying now so why should I pay more for potentially a similar poor service at a disadvantage rate as I'm a loyal customer .
So much for fair competition OFCom /OFTel . Oh almost forgot BT want me to pay £3 for third rate BT sport from August to pay for all the has been commentators in HD .
roll on November when I can lift and shift my loyalty somewhere else .
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5 REPLIES 5
imjolly
Distinguished Sage
Distinguished Sage
382 Views
Message 2 of 6

Re: Atrocious Broadband Speed & Customer Service

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

 

I moved your post to start your own thread to avoid confusing answers with previous post originator

in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run  btspeedtester  (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).


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

 

all the rubbish about BT combining competitors on one network is not correct.

 

 as a BT customer you do not have to pay anything for BT sports in august unless you want to maintain sports in HD

Someone may then be able to offer help/assistance/suggestions to your problem

 

 

 

test socket.jpg



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john46
Distinguished Sage
381 Views
Message 3 of 6

Re: Atrocious Broadband Speed & Customer Service

If you would like the communities help in resolving your problems then can you please post back the information asked for in imjolly's post then we can start to offer you some help also if needed we can get the forum mods involved who are UK based BT specialists who will take personal ownership of problems until resolved and provide a single point of contact
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Deklore
Beginner
360 Views
Message 4 of 6

Re: Atrocious Broadband Speed & Customer Service

Where does one go to get the hub details? Is it somewhere in control panel?

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imjolly
Distinguished Sage
Distinguished Sage
351 Views
Message 5 of 6

Re: Atrocious Broadband Speed & Customer Service


@Deklore wrote:

Where does one go to get the hub details? Is it somewhere in control panel?




 

follow my post in message 2



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frustrated999
Beginner
324 Views
Message 6 of 6

Re: Atrocious Broadband Speed & Customer Service

I'm the same, have been messed around for months dealing with different people every time. I have been 5 weeks without connection and will not be returning to BT when my contract ends.

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