I struggled to find a place to enter this on the "Contact Us" website - nothing specifically in there about complaints about individuals....
So I used a chat session on Monday and talked to a guy (name withheld - but I have it) who went through the normal troubleshooting Wi-Fi Interference issues causing the whole WiFi (for all devices) to die. My issue is that 1-2 times a day for the last few weeks I am having to restart the router due to WiFi dieing. He then said can I call you to discuss better over the phone? I said sure.
He then said on the call that he had run diagnositic tests and said you need a new Home Hub. I said great. I then asked what version the new one would be and he said HomeHub 4 (which I thought was strange since I know 5 is out for Infinity 2 users).
By Friday I hadn't received anything and going on to MyBT - no sign of any order attached to my name.
I phoned BT up and it turns out the guy from Monday put down on the Case Notes that he changed the WiFi channel and everything was then working! No sign of the new Router request order or anything. Blatently lied in the case notes and fobbed me off. Shocking, absolutely shocking. Wasted 30 minutes on Monday, then another 60 today repeating the exercise - only to be put through to an English guy called Ryan from Customer Consumer Options Department who arranged a new HomeHub for me.
Can someone please contact me to get this guys name and then to internally investigate why he blatently lied and caused me to waste even more time? Hopefully there is a recording of what he said....
This is a BT residential customer to customer forum. Your post does not go to BT. The only BT staff are the forum moderators who do not necessarily read all the posts.
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If its wireless interference, then changing the home hub would not help.
If changing the channel has fixed the issue, then that is something you can easily do yourself. There is a choice of 13 channels.
I have been consitently changing channels over the last few weeks to try and avoid frequency interference but still the problem resides - the UK guy has at least helped me to see if the new WiFi technology in HomeHub 5 may shield whatever the problem is (or if it was a faulty HomeHub3). I have a degree in Computer Science so I have been very patient with standard decision trees Technical Support folks have to step through as part of the process.
The point of this rant is that it's seemingly impossible to raise a case about poor customer service directly with BT without writing a snail-mail letter.....
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