The 3 hour Openreach engineer's visit
So an engineer came on Saturday and quickly confirmed what the previous ones said that there was no fault on the line.
Next he was on to first line support and they agreed he needed to speak to second line support.
Second line support agreed with the engineer's diagnosis and called BT wholesale who agreed that the problem was at their end and said that they would sort it in about 15 minutes. This was reported back to the engineer who was told to keep checking the speed and reboot the router after 20 minutes if no change.
He checked the speed, rebooted the router and the speed had changed....... down to 36!! They have put me on the basic fibre package! Not the upload though, that remains at 30.!
He then spent the rest of the 3 hours speaking to BT who said I was on the right package and he just needed to do more work on the line!
He then got back to his second line support (different person this time) who couldn't get through to the BT people as their working day had ended.
So I'm now on the basic speed (36) until someone at BT sorts it out. That depends on getting the right person at BT as the default position is the computer says I'm on the right package and the computer cannot be wrong.
I've certainly witnessed an unbelievable level of incompetence from BT. There appears to be a culture where people are not believed. Within the organisation people are working in silos and there are rigid protocols where your level in the organisation dictates how much you can do and who you can communicate with. Nobody is allowed ownership of a problem and allowed to sort it out which leads to to frustrations for all concerned and is really antiquated and discredited way of working.
I when they'll manage to get my simple problem resolved?
