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crazygoldfish
Beginner
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Message 1 of 22

Broadband down - BT messing us around.

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Really quite frustrated  with the BT team.

 

Our broadband has been down since Tuesday,   BT call centre team tried to fix remotely then quickly assigned an engineer to come the next day.

 

Within a few hours I get a text telling me the fault is fixed, so I call to check (as it wasn’t ).

 

I was assured that an engineer would be visiting.

 

Next day I check the web link given for support, “engineer visited with green tick box”

 

Call again and then told that some times engineers clear jobs and they shouldn’t.  Wait a few hours to see if they show.

 

No show and engineer rebooked.

 

Engineer shows up and goes through the motions with hub and modem, which is fine I appreciate they have to check.  Even though I’ve checked cables and tried different routers.

 

Engineer replaced open reach modem, and hub. still no luck.

Engineer claimed that we’ve been put on another feed, and nothing they can do:

So back on the phone and call centre advised that engineer is wrong and the new box hasn’t been activated.

 

On the phone for ages and call centre team can’t get a hold of anyone who will give us an answer when the box will be turned on.

 

No one at BT seems to know what they are talking about and really disappointed with the lack of competence.  All staff nice and friendly so can’t fault for that.

 

Anyone have any advice to get this mess sorted quickly?

 

 

 

 

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imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 22

Re: Broadband down - BT messing us around.

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if you have FTTP and the 'box' you refer to is the fibre ONT then try phoning FTTP team and have the serial number from new ONT handy 08005874787



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crazygoldfish
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Message 3 of 22

Re: Broadband down - BT messing us around.

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Great thanks. Really appreciate.

Will buzz the support guys after lunch and then try this.
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pippincp
Sage
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Message 4 of 22

Re: Broadband down - BT messing us around.

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Are you by any chance on any of the following exchanges?

Barry, Bulwell, Sheldon or Swaffam?

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crazygoldfish
Beginner
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Message 5 of 22

Re: Broadband down - BT messing us around.

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So latest update and I live in the Glasgow area.

 

BT support tried to activate new box, couldn’t. 

Then told us a specialist would visit today.

 

I suspected no one would come so called around 11am (supposed to be 8-1).

 

Apparently  they didn’t book it properly so no specialist was coming.

My wife was talking to them this time and told me that the BT agent had to override the engineer system to get it booked.

 

So I call back to confirm as I don’t want another wasted day.

 

Agent tells me that specialist is still coming today & there’s no booking for tomorrow.

 

Eventually a supervisor confirms that special engineer is coming tomorrow.

I then ask to complain as this is a joke.  No one from BT seems to know what their doing and engineers just make stuff up.

 

Agent couldn’t even take down the details of my complaint correctly, just wants to get me off the phone.  (I was very polite and tried to assure the agent I don’t blame them I just want some reliable help)

 

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crazygoldfish
Beginner
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Message 6 of 22

Re: Broadband down - BT messing us around.

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So I’ve just had my complaint closed with no reasons why from BT.

 

 

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NeilO
Moderator
Moderator
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Message 7 of 22

Re: Broadband down - BT messing us around.

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Hi @crazygoldfish Welcome to the community and thanks for posting, I'm sorry about the fault with your broadband service and the inconvenience this is causing you, I hope the engineer manages to sort this for you tomorrow.

Complaints should only be closed with your consent. Has there been more than one complaint raised? If so one of them may have been closed as a duplicate. You can track any complaints you've raised on this link: MyBT

Post back and let me know if you need any further help.

Thanks

Neil

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crazygoldfish
Beginner
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Message 8 of 22

Re: Broadband down - BT messing us around.

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Hi Neil,

No I only opened the complaint today and it was closed within 45mins.

After the last week, I have very little faith in the BT support team, and doubt anyone will show.  

If no one shows then I will be calling to cancel my contract.

I fully appreciate that’s happen and people make mistakes but this type of service isn’t what you would expect with a brand like BT.

Thanks

 

 

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crazygoldfish
Beginner
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Message 9 of 22

Re: Broadband down - BT messing us around.

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Just looked into my BT and it appears the agent opened two faults and closed one.

 

I stand corrected.

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crazygoldfish
Beginner
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Message 10 of 22

Re: Broadband down - BT messing us around.

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So BT special engineer visited today and unfortunately couldn’t fix the issue.  Wasted another day to find out that the engineer who had already visited on Wednesday was right about myself and another customer being out on another server.

What really annoys me is that today’s phone agent told me that BT wholesale have known about this all week and will only do something about it when enough customers complain.

 

Apparently it’s acceptable to be without service for several weeks.

 

I will never use BT or recommend them to anyone.  What a complete shambles of a company.

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