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Beginner
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Message 1 of 10

Terrible broadband connection and even worse customer service

Since moving home in December my broadband and phone connection has been awful. I had an engineer last week, it worked for an hour and then the same problems returned. I requested an engineer on a Saturday for my revist as I cannot take another day off work, I was told they didn't work Saturdays (I know this isn't true). I was told a note would be made for an engineer to call after 5pm today, as predicted he has just called me to say he was 5 minutes from my house. Turns out the won't come after 5pm. It seems impossible to speak to someone in the UK that understands what I'm saying. The engineer that just called me said he went out to my neighbour on Friday so it's clearly an issue outside our terrace.

 

I am at my wits end with BT! All this after it taking 3 months to get a refund from when charged double in January. How can I speak to someone in the UK?????

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Distinguished Sage
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Message 2 of 10

Re: Terrible broadband connection and even worse customer service

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more

if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream

Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators
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Beginner
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Message 3 of 10

Re: Terrible broadband connection and even worse customer service

Hi, it tells me I can only view that link from a BT connection? I can't use my broadband at home so that's not possible.

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Distinguished Sage
Distinguished Sage
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Message 4 of 10

Re: Terrible broadband connection and even worse customer service

does you hub connect to your broadband at home albeit maybe not with a fast connection?  have you tried using the test socket?  if not can you connect to the test socket?  test socket.jpg

 

try quiet line test  dial 17070 option 2  should be quiet and best with corded phone

 

assuming you have a HH4 can you find the 2 lines of stats as per john46 post



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Beginner
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Message 5 of 10

Re: Terrible broadband connection and even worse customer service

Hi, most of the time it doesn't connect at all. The connection drops out about 800 times a day according to the customer service rep I spoke to the other day. I have tried the test socket, it gets the same issues. The engineer that visited on Wednesday said it is an issue with the outside network and the chap who just called that visited my neighbour on Friday said the same.

 

I'm sorry I have no idea about the lines of stats? I'm not at home at present, I'm at work.

 

I just want to know how I can speak to someone in the UK to explain my issues and arrange for an Openreach engineer at a convenient time.

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Distinguished Sage
Distinguished Sage
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Message 6 of 10

Re: Terrible broadband connection and even worse customer service

there is no UK number you just need to call CS and arrange an engineer visit



08001114567



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Beginner
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Message 7 of 10

Re: Terrible broadband connection and even worse customer service

Well they tell me engineers don't work Saturdays but the engineer just told me that they do so CS don't help.

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Distinguished Sage
Distinguished Sage
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Message 8 of 10

Re: Terrible broadband connection and even worse customer service

you should be able to get a saturday morning appointment but may take a bit longer  lets see if mods can help you get an appointment  mods will post a contact us link 




contact mods.jpg


After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email



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Beginner
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Message 9 of 10

Re: Terrible broadband connection and even worse customer service

Thank you for your help.

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Moderator
Moderator
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Message 10 of 10

Re: Terrible broadband connection and even worse customer service

Hi belle3107,

 

Thanks for your posts.

 

Sorry for the problems you're having.  From personal experience, Saturday appointments are few and far between.  There is no harm checking for you though.

 

Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.

 

Cheers,

 

Robbie

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