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Moderator
Moderator
479 Views
Message 11 of 22

Re: Poor Service - Time To Leave BT if this is not fixed!

Hi gslick,

 

I'm sorry to see you're having problems with your BT Infinity connection.  Please use the 'contact the mods' link in my forum profile to send in your details and we'll be happy to help. You can find the link by clicking on my username.

Thanks

Neil

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Graham345
Contributor
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Message 12 of 22

Re: Poor Service - Time To Leave BT if this is not fixed!

If they actually told you that, I'm completely shocked, are they really suggesting that things are operating on that sort of service 'knife edge' ? My bet is a line fault and DLM.

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gslick
Beginner
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Message 13 of 22

Re: Poor Service - Time To Leave BT if this is not fixed!

Well a CS is ringing me tonight to 'try' and fix my problem.

 

If they make me do the stupid textbook "take the cover of the master plate" solution , i will be annoyed.

 

 

 

 

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dfenceman
Expert
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Message 14 of 22

Re: Poor Service - Time To Leave BT if this is not fixed!


@gslick wrote:

When I first got Unlimited Broadband with BT Infinity 2, it stated "broadband Speed up to 76mb"

 

if my broadband speed does not increase back nearer 76mb, I have no choice to leave. Not paying for a sub standard service where other companies would offer me a better package.


Which company are you considering moving to ?

Best regards,
dfenceman
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gslick
Beginner
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Message 15 of 22

Re: Poor Service - Time To Leave BT if this is not fixed!

Well CS contacted me.

 

After investigation (30 mins) they said there is a fault on my line and the conclusion was that its my router that is faulty. 

 

I then said "Well I can unplug my router and when my home line rings, the DSL light on my bT modem sometimes goes off"

 

They then said, its my BT Modem thats faulty.

 

I think some "guess work" is happening.....

 

Would be so much easier if the CS said "We can send out an enginner for you to take a look, when would be the best time for you?"

 

But hey....

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Distinguished Sage
Distinguished Sage
381 Views
Message 16 of 22

Re: Poor Service - Time To Leave BT if this is not fixed!

If I were you I would no longer contact Customer Services. You have been offered the help of a moderator and as long as you have replied to them as requested they will contact you and deal with you directly until the problem has been resolved. If you keep involving CS it will just lead to confusion about who is doing what and no doubt frustration on your part.

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Salmonfish72
Contributor
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Message 17 of 22

Re: Poor Service - Time To Leave BT if this is not fixed!


@gslick wrote:

 

I think some "guess work" is happening.....

 

Would be so much easier if the CS said "We can send out an enginner for you to take a look, when would be the best time for you?"

 

But hey....


Hello gslick

Have you had any progress with your problems?

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gslick
Beginner
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Message 18 of 22

Re: Poor Upload speeds, disappointing download speeds - Infinity 2

Well after explaining in my last telephone call to BT that when I pick up my telephone my telephone line crackles and my BT Modem sometimes loses connection, even when my router is disconnected, guess what I came home today, a brand new Home Hub 4!

 

Why on earth would that fix my problem?

 

Just had contacted BT again, explained Again, they ran tests again and now my issue has been passed over to the Network Fault Specialist Team.

 

Why cant they say "Sorry to hear that, when are you free so we can send out an enginner to look over your problem?"

 

So still low broadband speed, my telephone line still crackles and now have a new Home Hub 4 (for no reason).

 

I even said in my last conversation "Please can you send out an enginner?"

Reply was basically "I will pass you over to the Network fault Specialist Team"

 

Great!

 

 

 

 

 

 

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Moderator
Moderator
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Message 19 of 22

Re: Poor Upload speeds, disappointing download speeds - Infinity 2

Hi gslick,

 

I've moved your post to your own thread as they will be easier to follow. I'm sorry you're not getting further forward with this, our offer of help is still open if you send over your details using the contact the mods link I mentioned before.

 

Thanks


Neil

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gslick
Beginner
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Message 20 of 22

Re: Poor Service - Time To Leave BT if this is not fixed!

I have managed to find online how to arrange a BT Enginner to come to my house myself without using Customer Services again.

 

The person is coming on Friday so I will be able to show the Enginner my issue.

 

Thanks anyway

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