Intermittent fault on broadband causing wifi dropout and breakup of tv signal through BT Youview box. Reported to BT (both online and then on phone after sitting on hold for about an hour) who went through all reboot, box reset, hub settings - including factory reset on Youview box.
At end of all this was told it should settle down in next few days and that they would call me back between 10 and 11 am the following Saturday - and confirmed this by text. The problem didn't improve, and all our BT Vision purchases also disapeared from the box.
No call came at the promised time (they had both landline and mobile) so I sent a text back expressing my disapointment and that the fault had got worse. They then replied telling me they had tried to call me but were unable to get through. That was lie No.1. Both landlines and mobile were clear over this period.
I sent a "short" text back telling them to call me back straight away, which they did - but that engineer was totally useless and kept putting me on hold for long periods - giving me various reset processes to do and then telling me everything was working fine. It wasn't, and when I finally had enough of talking with someone who obviously didn't have a clue what they was talking about I asked to speak to his manager. I was told "be patient!".
I then asked to be put through to someone in complaints and my call was diverted to what seemed like a UK office - who listened, empathised... did all the right things to make me believe my issues were about to be resolved. Then he said let me pass you through to the right department, explaining that if my call was on hold for long he'd keep checking back just so was kept assured that I hadn't been cut off. This he did... for about 30-mins until he said it would be better that he got them to call me back within an hour. Having spent about 2-hrs on the phone by now I agreed.
No call came (I wasn't surprised) so I called BT again and had a rant to another random person who said they could help put me through to complaints. They couldn't - and eventually took my details and promised someone would call back that evening. That call did come... but only to say that the proper complaints person would not be able to call back until the following evening.
That is where I am right now - but I'm not convinced that call will come this evening. Track record tells me otherwise.
In the meantime, our BT Vision purchases have returned to our box. However, the broadband issues remain.... breakup of live TV through box and playback of online services such as iPlayer/Netflix etc. Wifi on other devices often drops out (about three times whilst writing this).
The very first engineer (who is the only person who has earned BT any credit in this episode) said that if the fault persisted then the next step would be BT sending me out a new router (which seemed logical) - and that this would happen as a result of their infamous 10-11am return call (which didn't come).
Instead I've wasted about 5 hrs of my life just trying to get what I've paid for. Shame on you BT!
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