BT broadband customer services - Time to move
Two weeks ago I started losing internet access - did the usual reset the router, etc, still had issues so pulled DSL line to force it onto the hybrid mobile back -up no issues once I did that (note no changes to my home set-up - i.e. number of connected devices, BT discs, etc) So called BT customer services and went through explaining the problem. They wanted to send openreach engineer out. Left the service on mobile back-up and waited 4 days for openreach engineer. Engineer arrived and the conclusion was no issue with the line. Called back to BT who wanted to replace the router, waited a further 3 days for new router, replaced same and the joy of changing WIFI network and password on my devices. A few hours later the same issues so switched it back to mobile back-up. Called BT again for them to say they were sending another openreach engineer. Waited for this new engineer to arrive and say no issues (he also went and reset DSLAM port) Called back to BT again same old waste of time. Asked for escalation, to manager - that never happened despite promises. Today I went to billing to ask when I can cancel service, who asked why - went through the mammoth storey. They put me in direct contact with technical team. back and forth conversation the end result was a connectivity map of devices and the belief on their side that there were two many devices connected and that was causing drop out on Internet Access and suggested I turn off one of my BT disc. Bear in mind, that nothing has changed for 4/5 years and it is the same set up I have been running with the same number of devices, if not less. So what they are saying in the broadband connection with more bandwidth cannot cope with the number of connected devices but the mobile back-up can. So they want me to reduce the number of BT discs and have a worse service/coverage for the same money (note BT say you can have up to 3 BT discs. and nothing about device numbers - I have 3 mobiles two ipads one tv one sky box and two sky minis connected - so not exactly running a ISP
Trying to get anyone at BT to understand the issue is a joke. I was then told upgrade to full fibre and that should fix it. The point is it is the same setup I have had for years and the same number of devices and I have to pay more or pay the same for their fix which is reducing the WIFI coverage. Does anyone at BT understand how technology and customer service works.
So I still have drop outs with the exact same set-up I had prior to these issues - or I can force it onto the mobile back-up which is slower but no drop outs, or reduce the BT discs and have a worse service that I was getting and pay the same amount.
So many calls, no retuned calls from managers that were promised and a "we don't care or understand" attitude
And yes still sitting here with a service that I did not pay for and no interest from BT in fixing it.
