Why do BT.com LIE regarding fault tracing and rectification.

[pippincp]

@brianwmay  Keep us updated please.

[brianwmay]

My pleasure (hopefully).
Tomorrow (Wed 17 Aug 22) I have a scheduled call with a BT lady who instigated the engineer visit which didn't happen, so that should be interesting. She wanted the engineer to gather exact data and configuration from INSIDE my house . . . so we could come to some accommodation, but of course he didn't turn up, I waited in all afternoon. Not a word. Yet apparently I told BT my fault was fixed (again), which of course never happened.

[awelewah]

There seems to be a problem with the FTTP900 upgrade.
Since my upgrade on wednessday 10th Aug, I haven't been able to get an internet connection.
And its the exact same story I've been told.
I've had 2 engineer visit the property, the 3rd engineer somehow without visiting the property was able to log a fault detail.
Now I've asked to be downgraded back to FTTP500, and  somehow they have not been able to get that sorted.

[brianwmay]

Hmmm, I can see similarities here. The Fault Tracking page header says (ish). If the fault re-occurs then raise a new complaint. At a stroke that generates a new VOL number which can hide the fact the three others (in my case) were the same unresolved problem . . . because apparently "I've told them the fault was fixed" each time.

If you collect statistics it then looks like your (BT's) rectification is actually far more successful than it is. I mean, why confuse the issue with facts?

I'll let you know how it goes, but I am getting a bit fed up. However, I AM connected and at a speed higher than the VirginMedia package I was on prior to moving to BT. So it's not all bad news.

By the way, my iPad 2 and iPhone 8 reflect the same below-minimum download speeds, so I'm 'happy' it's not my equipment.

[brianwmay]

Well I've just had a Qube engineer's visit who discovered the 'wired speed' - BT's overriding parameter, is actually worse than his first visit.

He has been superb and has now escalated the problem (slow speed) back to Openreach.

HOWEVER:  BT's own web page Track the Fault declared (once again) just after his visit:

"You have told us the fault is fixed"  -  this is UTTER BULLdroppings, once again it is a deliberate lie.  The engineer has ESCALATED the fault . . . so HOW can it be fixed.

For customers such as I, to whom words matter, this is NOT doing BT or its reputation any good whatsoever.  If it's an automated system, then it's not fit for purpose.

[brianwmay]

Further to the above, BT have just texted to say they've closed the complaint . . . nice of them since the fault has been escalated by their own engineers and obviously ISN'T completed.

What message does this kind of irrational response send to would-be customers?  Left hand and right hand not even being on the same planet . . . 

[brianwmay]

Heads up. The nice lady from BT Faults didn't phone as promised, but in fairness she's not received the information she 'commissioned' as the Qube engineer escalated the fault back to Openreach . . .

Anyone for tennis?

Fortunately, I AM connected and getting a speed far in excess of the Virgin Media 200Mbit connection previously.

There HAS been an improvement, I sometimes get low 600 Mbits now, but nowhere close to 700 Guaranteed Minimum.

[brianwmay]

I will be withholding further comments. I've offered this as a compromise to the BT gentleman that contacted me today (Monday 29th Aug) until we've discussed the engineer's visit in a week's time.

Seems fair to me as he sustained my comment about the Fault Tracking statements (the lie I've been incensed about).

[brianwmay · Accepted solution]

Lady Openreach engineer visit today, confirmed the fault as she couldn't exceed 400 Mbits on her kit.

In consultation with HQ, she changed the modem (again) and lo and behold the wired connection showed well over 700Mbit (minimum guaranteed). Substituted my Cat 7 Ethernet cable and it shot up to over 800 Mbit wired.
Problem solved, and thanks to all the PEOPLE at BT and hopefully they'll listen regarding their web page stating 'You contacted us and told us the fault is fixed' (or similar), even when it wasn't.

As far as I'm concerned, this fault is now satisfactorily resolved.