Hello BT Community,
This is my first time of reaching out to a support forum so please bare with.
7th August 2024 - Broadband speeds dropped below the guaranteed speed of 700mbps to around 140 mbps. I phoned BT at 18:07 This call lasted approximately 18 minutes. A fault was raised with reference number…. The agent confirmed that they could see there was an issue at between the open reach box and our home. They were going to create a work order. Had no further update on that.
Then on Saturday 17th August 2024 at around 10:52 there was a complete loss of service. I contacted your call centre again to advise of this. The agent stated that due to an issue with BT Systems the line was marked as being stopped by open reach. He advised that the specialist team had light ceased the line. He advised that they expect to re-provide the order by midday on the 19th August 2024 between midday and midnight. Furthermore they would send out a BT mini hub as a temporary solution. This device arrived on Sunday 18th as promised by DPD.
On the 19th August 2024, I spoke to BT to ensure that the issue was rectified and that services would be back on that day / midnight as agreed with the agent spoken to on the 17th.
There was a few calls between the 19th August and 21st August. I cannot remember the particulars for these.
On the 21st of August I spoke to BT again. They advised that there was still an issue and that the best way to proceed was with a new order. Which I agreed to given that they are the experts. During this call with the sales advisor he quoted me a higher price and that the package would be slightly different initially but raised an open and closed complaint so that this could be overridden. Furthermore during the setup we discussed ensuring that the BT Priority Service was added on. To which he stated that he had no idea about this service despite working there for 6 years. To which I found a bit alarming but included in the complaint that if a new form was needed then BT will refund me the cost of asking my GP to sign as it’s not considered an NHS service.
On the 22nd of August at 09:44 I spoke to BT again as I had received an email to state that the mini hub was going to be turned off due to the fault supposedly being fixed. This email was triggered due to the original account being closed for the order that was created on the 21st of August 2024.
Then on Friday 23rd August at 12:19 a new order was suggested to be placed as the had failed.
On the 24th August due to doubt that this would fix the problem and leaving it till after the bank holiday would further delay the situation. Upon calling back they advised that it had indeed failed. I spoke to agent in Connections who then spoke to their manager and put a ticket through. They then stated that she would call me back 27th to provide an update.
On the 28th August the angent asked if the ONS had been changed / had anyone round. Advised not and confirmed the serial number. Then they went away and did some updates on system and called back on the 29th.
On the 29th August. Initially I missed their call. Requested callback on the Call Request app. The agent became uninterested and wanted off the call as quickly as possible. they all so made me feel belittled by saying something to the tune of I have other important customers waiting as well making me feel that ongoing situation was not as important as anyone else’s. They then transferred me to a colleague in connections who reached out to them to contact me.
The agent recalled me and advised that they could still not get the order through. That they would call back on the 30th when the order would be cancelled to allow for a new order to be placed Advised that they would then call back on the Tuesday 2nd September as they was not working till then to check status.
every time ask what’s causing issues they don’t know.
this is all having a profound impact on my mental health, ADHD and Asperger’s as well.
Thank you for listening and future advice.
