Data rate/line regrade

[Katie_B]

Hi @Gary1961. 

I have looked into this and we don't have a direct contact. 

You would need to speak with our technical care team who can support you with the reset. 

Please try giving us another call and let us know how you get on. 

Thanks, 

Katie 

[Gary1961]

I've tried this again. I get stuck in an endless loop of you sending me texts. At no point do I get the opportunity to enter text about a DLM reset or to actually talk to anybody! You have my email address, if you email me I can email you with my BT account number to get it resolved.

Thank you.

[Katie_B]

Hi @Gary1961. 

If you reply to the text with FAULT what reports back?

Katie

[Gary1961]

It does a test and says it's OK. It doesn't give me an opportunity to provide more information or talk to anyone. It's really frustrating.

[Katie_B]

Hi @Gary1961.

I understand how frustrating this must be. 

Have you tried the messaging service?

You can also try selecting a different options such as customer service for account and billing. 

Katie

[welshgit]

november 2024 i had a bttv box problem ,so while talking to a bt operator to get a replacement he said he would reset my bb ,i TOLD HIM  NOT TO  but he did it anyway and since then my noise margine (snr)is 10 .4 and i have lost 12meg line speed   i have fttc and this loss can be a small problem when i have a house full . i tried to raise a fault online but failed , tried phoning them WHAT A MERRY GO ROUND  finaly spoke to someone in plymouth she was unable to undo this reset so sent an engineer ( not opentreach one ) and after checking my wiring said all is ok and said he would pass the job back for  the technical staff ...............so nothing will get done 

[Gary1961]

I tried the accounts option, all it does is tell me my account is up to date! Have you actually tried to use this system because it doesn't work the way you think it does? There is no way of speaking to anyone.

I'm getting the impression I'm just being fobbed off so people can hit their response targets and not resolve the problem.

You have my email address because you email me every time the post is updated. Please contact me and I can give you my account number and mobile number so you can resolve this problem.

If not,  can  you give me the contact details of someone who can take ownership of BT's problem and see it through until resolution.

I really should not have to spend so much of MY time and energy to resolve a problem of BT's making!

Thank you.

[Lesley_W]

Thanks for the extra info @Gary1961 

I am sorry that getting help on this has been difficult and I understand why you would be left feeling this way. 

We don't have access to your account here on the forum, but you can see all about making a complaint in Our complaints code of practice and someone will look into this and be in touch. 

Lesley

[Gary1961]

OK done - complaint raised.

[chrisjp]

It's not only BT where the only way to get any action and to actually be in correspondence with a human is to raise a Complaint. This also applies to banks, building societies and many others, who clearly aim to make it as difficult as possible to actually contact a human in their organisation.
If you telephone, you are plunged immediately into menus and then have to listen to terrible music for significant time periods before you get put through to an agent who only wants to upsell you stuff. If you try the Chat function you get AI responses asking you to pick from a range of possibilities, none of which help your issue and which send you round in circles.
All businesses now seem to have deleted all email addresses from their websites, though clearly all their staff have email addresses.
Rant over!!