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Storm
Expert
1,059 Views
Message 1 of 10

BT are totally unbelievable!!!

I'm absolutely livid after speaking to the customer complaints team.

 

As most people will know in this forum I've suffered constant disconnections and ip changes due to OpenRG and PPP LCP issues over the last 2 to 3 months. I've been working closely with the Exeter Customer Care Team until that is today when my case was bundled over to the Newcastle Team without explanation

 

The upshot of this is that after my last Openreach visit it was agreed with BT that a reset would be carried out due to my line speed dropping mainly due to all the testing and changing out of hardware I've carried out at the request of BT. I am now advised that no such reset will be carried out even though my line speeds are lower than I have been historically achieving for a year before this issue started. It was even suggested that I have my profile changed from 80/20 to 40/10 when I was happy achieving 42Mbps up and 9Mbps down with a ping of 15 to 20ms. I'm now achieving around 41 to 42MBps down but only around 6Mbps up and my ping is over 40ms mainly due to interleaving kicking in caused by the hardware swapping.

 

To cut a very long story short BT have not delivered what was promised, they have not explained what has been changed to stop all the ip changes and disconnections and I'm now expecting a letter from them explaining they will not perform a reset and I've requested my MAC be included in that letter.

 

BT, speaking as a paying customer who has spent 2 months trying to help resolve your issues I am repaid with a flat refusal to do a simple reset and in doing so have been lied too.

 

Top and bottom of this, do not try to help BT by performing any tests as it will come back to bite you when they suddenly change your point of contact and hence their stance on what has been previously agreed!

 

Be very clear that I will not let this go; I shall be taking this further and will not just roll over even if I do decide to leave.

9 REPLIES 9
Storm
Expert
1,037 Views
Message 2 of 10

Re: BT are totally unbelievable!!!

What I should have also added was I was extremely happy with the service I was receiving from Emma of the Exeter team and within the space of 3 hours the Newcastle team have totally destroyed any progress made and the goodwill Emma had shown.

 

It pains me to say this as a Geordie myself but "Well Done Newcastle!" Smiley Embarassed

Storm
Expert
918 Views
Message 3 of 10

Re: BT are totally unbelievable!!!

After specifically requesting my profile was not to be changed yesterday on several occassions I have come home to find I'm now on a 40/10 profile. I want this sorting out and I want a written explanation!

 

I have yet again been completely lied too by BT, I have all of the emails advising this would not happen from your Newcastle Team, what a total shambles!

 

Can a Mod please get this sorted out as for the first time in 3 months I had a stable connection for some 3 days and now you go and do this to me!!

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Storm
Expert
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Message 4 of 10

Re: BT are totally unbelievable!!!

Even better I've got no telephone either!!!!

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Storm
Expert
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Message 5 of 10

Re: BT are totally unbelievable!!!

BT Are Useless.jpg

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Storm
Expert
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Message 6 of 10

Re: BT are totally unbelievable!!!

Well I now know that my profile was changed on purpose contrary to the total bull India tried to tell me. According to them it was caused by a telephone fault when I can see exactly when the profile was changed and the telephone fault report appeared when I was in the chat session with them. They even tried to tell me I was still on an 80/20 profile after showing them the 40/10 profile from both the speedtest and the home hub 5 itself.

 

I eventually lost patience with them and ended the call, another waste of 60 minutes of my life!

 

Now I do seem to have a telephone fault (no telephone at all! Coincidence? Maybe!) which will not be fixed until Monday; go figure! I'm now stuck on the 40/10 profile until then.

 

As usual BT India have blatantly lied to me and have been as useful as a glass eye with a crack in it!

 

Can anyone explain what use they are to paying customers?

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Moderator
Moderator
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Message 7 of 10

Re: BT are totally unbelievable!!!

Hi Storm,

 

Sorry for the problems you're having.

 

We can help sort things out from here.  Click on my username and you'll see the link to get in touch with us under the "about me" section.

 

Thanks a million,

 

Robbie

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Storm
Expert
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Message 8 of 10

Re: BT are totally unbelievable!!!

@RobbieMac this case is now beign handled by Chris in the Newcastle Team. I'm not for one minute happy this has happened and it smacks of total incompetence, lies and a general lack of good communication on BT's part but I'm stuck with it now until Monday.

 

I would however like to know why when things were progressing did Emma get taken off my case?

 

I will of course be expecting further compensation for this.

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Storm
Expert
631 Views
Message 9 of 10

Re: BT are totally unbelievable!!!

Marvellous, my telephone came back on this afternoon and guess what came back with it:-

 

From HH5 TR069

18:30:46, 20 Mar.

(450740.600000) CWMP: session completed successfully

18:30:46, 20 Mar.

(450740.380000) CWMP: HTTP authentication success from https://pbthdm.bt.mo

18:30:41, 20 Mar.

(450735.420000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

18:30:41, 20 Mar.

(450735.420000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

18:30:35, 20 Mar.

(450729.230000) CWMP: session closed due to error: Could not resolve host

18:30:35, 20 Mar.

(450729.210000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

18:30:35, 20 Mar.

(450729.200000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

18:30:34, 20 Mar.

(450729.000000) CWMP: Initializing transaction for event code 4 VALUE CHANGE

 

From WAN

18:30:38, 20 Mar.

(450732.480000) WAN operating mode is VDSL

18:30:38, 20 Mar.

(450732.480000) Last WAN operating mode was VDSL

18:30:37, 20 Mar.

(450731.550000) PPP IPCP Receive Configuration ACK

18:30:37, 20 Mar.

(450731.540000) PPP IPCP Send Configuration Request

18:30:37, 20 Mar.

(450731.530000) PPP IPCP Receive Configuration NAK

18:30:37, 20 Mar.

(450731.530000) PPP IPCP Send Configuration ACK

18:30:37, 20 Mar.

(450731.530000) PPP IPCP Receive Configuration Request

18:30:37, 20 Mar.

(450731.530000) PPP IPCP Send Configuration Request

18:30:37, 20 Mar.

(450731.530000) CHAP authentication successful

18:30:37, 20 Mar.

(450731.220000) CHAP Receive Challenge

18:30:37, 20 Mar.

(450731.220000) Starting CHAP authentication with peer

18:30:37, 20 Mar.

(450731.220000) PPP LCP Receive Configuration ACK

18:30:37, 20 Mar.

(450731.210000) PPP LCP Send Configuration Request

18:30:37, 20 Mar.

(450731.210000) PPP LCP Receive Configuration Reject

18:30:37, 20 Mar.

(450731.210000) PPP LCP Send Configuration ACK

18:30:37, 20 Mar.

(450731.210000) PPP LCP Receive Configuration Request

18:30:37, 20 Mar.

(450731.210000) PPP LCP Send Configuration Request

18:30:27, 20 Mar.

(450721.520000) PPP LCP Send Termination Request [User request]

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Storm
Expert
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Message 10 of 10

Re: BT are totally unbelievable!!!

And yet again I've suffered multiple IP changes. Look at this, it covers less than 24 hours and is by no means the worst this has been:

 

13:18:58, 21 Mar.(518433.040000) CWMP: session completed successfully
13:18:58, 21 Mar.(518432.830000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
13:18:55, 21 Mar.(518430.010000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
13:18:55, 21 Mar.(518430.010000) CWMP: Session start now. Event code(s): '2 PERIODIC,4 VALUE CHANGE'
13:18:55, 21 Mar.(518429.810000) CWMP: Initializing transaction for event code 2 PERIODIC
10:23:19, 21 Mar.(507893.970000) CWMP: session completed successfully
10:23:19, 21 Mar.(507893.620000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
10:23:14, 21 Mar.(507888.470000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
10:23:14, 21 Mar.(507888.470000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
10:23:07, 21 Mar.(507881.740000) CWMP: session closed due to error: Could not resolve host
10:23:07, 21 Mar.(507881.720000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
10:23:07, 21 Mar.(507881.720000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
10:23:07, 21 Mar.(507881.520000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
06:47:54, 21 Mar.(494968.950000) CWMP: session completed successfully
06:47:54, 21 Mar.(494968.760000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
06:47:49, 21 Mar.(494963.560000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
06:47:49, 21 Mar.(494963.550000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:46:53, 21 Mar.(494907.900000) CWMP: session closed due to error: Could not resolve host
06:46:53, 21 Mar.(494907.880000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
06:46:53, 21 Mar.(494907.880000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:46:23, 21 Mar.(494877.690000) CWMP: session closed due to error: Could not resolve host
06:46:23, 21 Mar.(494877.670000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
06:46:23, 21 Mar.(494877.670000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:46:23, 21 Mar.(494877.480000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
18:30:46, 20 Mar.(450740.600000) CWMP: session completed successfully
18:30:46, 20 Mar.(450740.380000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
18:30:41, 20 Mar.(450735.420000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
18:30:41, 20 Mar.(450735.420000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
18:30:35, 20 Mar.(450729.230000) CWMP: session closed due to error: Could not resolve host
18:30:35, 20 Mar.(450729.210000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
18:30:35, 20 Mar.(450729.200000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
18:30:34, 20 Mar.(450729.000000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
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