Following brilliant support from the BT moderators, it was found that Openreach needed to change some configuration to enable the full 110Mbps upload speed.
The BT team called me and checked through my router by remote configuration whilst asking me to perform some checks. The instruction to Openreach was made quickly, and then the moderator called me again to check after the Openreach configuration update had been applied. All absolutely spot on, and performed with care, courtesy and professionalism. I can't rate the moderators highly enough. They are absolutely what is expected from BT. So much time, goodwill and expense could be saved if certain other functions listened to the customer and acted as they did.
The only bad spot throughout was the first-line telephone support in Belfast. To just reject me and indicate that 10Mbps upload was all I should be entitled to on a premium FTTP service with no intention to help was appalling.
So - BT management, if you're reading this - and I hope you do: 10/10 to the moderator team here. They are excellent: the best of BT. Encourage and reward them please. Belfast? Well, you now know where you need to look if you really do want to focus on customer service excellence.
