ridiculous back and forth regarding broadband connection issues

[garyandkay]

Hi,

We have BT Broadband and for the most part things are fine. On Sunday afternoon our connection started dropping out every few minutes and reconnecting immediately. We left it until Monday morning and then raised a fault. We spoke to an engineer who was very helpful, he did some tests and said it was an external fault but he would make an appointment for Wednesday at 8am for it to be fixed. I worked from home on Monday and the connection was dropping about every ten minutes.

Then on Monday afternoon I got an email telling me that the engineer appointment had been cancelled as the fault was fixed. The fault definitely was not fixed so I phoned and spoke to a different engineer who told us that they now did not need to access the property as the fault was a network fault and would be fixed by Wednesday.

Yesterday, everything was back to normal and absolutely fine, so I assumed everything was fixed but I stayed at home today just in case the engineer still visited. Almost like clockwork at 8am this morning the connection started dropping again.... roughly every ten minutes again. We phoned again, half thinking that maybe they were just doing some checks, but no... they said that there was indeed still a network fault, the original appointment was now irrelevant and nobody would now be able to come until Monday 20th.

The original fault report still shows as fixed ( ******************) and they have actually raised a new fault as if the previous one never happened ( *************** ). The person we spoke to this morning was completely unapologetic and didn't seem to care that we had an appointment in place this morning which was cancelled for reasons unknown and that we are now expected to wait 5 full days for anything to be done about our connection.

Don't know if anyone can offer any guidance or the best way to make a formal complaint?

Gary

[Katie_B]

Good morning @garyandkay. 

Thanks for coming here. 

I am sorry to hear about your recent experience and that the fault is still not fixed.

When you spoke with our technical care was any explanation provided as to why another appointment was needed?

I understand why you might want to make a complain, the best way to do this would be by giving us a call and speaking with our customer care team. 

Katie

[imjolly]

try contacting customer resolutions using email found here

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...

[garyandkay]

Hi Katie,

All we were told was that the first appointment involved "one type of engineer" and the second appointment required a "different type"....

[Katie_B]

I understand how frustrating this must be @garyandkay. 

Please be assured our team will be doing all they can to get this fixed as soon as possible for you. 

It would be great if you could keep us updated here on the community with the outcome from the next visit. 

Katie

[garyandkay]

A week later and zero communication, fault still not fixed and the date it was scheduled to be fixed by has passed with no contact whatsoever.

If the team are doing everything they can to fix this for us, they are doing a very good job of disguising it.

[Lesley_W]

Thanks for the update @garyandkay 

I'm sorry you haven't had an update about this, I can understand why you are unhappy with this as it's not what we would expect.

I'd recommend speaking to our complaints team to escalate this, you can see the ways to do that here Make a complaint.

Lesley