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PostTruth
Aspiring Contributor
956 Views
Message 1 of 17

Broadband fault in my area - BT support non-existent

We lost our broadband yesterday morning and still haven't got it back. We've been phoning BT and no one answers. At 7.30 this morning I managed to get through to a recorded message acknowledging a "major problem" in our area and promising to resolve it within two hours. It's now 2.45pm and we still have no broadband, almost 30 hours after we lost it. And the message is still saying "within two hours".

Meanwhile, I've just been on BT's website, which says the broadband fault in our area was reported on 6th August and gives an expected completed date of 26TH AUGUST.

What is going on??! Why this conflicting information from BT? And why is no one available to apologise and provide support??

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16 REPLIES 16
garybs29
Recognised Expert
937 Views
Message 2 of 17

Re: Broadband fault in my area - BT support non-existent

I seriously don't beleieve that nobody is available to help. There has been major outages today due to the storms so call volumes are likely higher so wait times may be longer but you will get through to someone if you hold on

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PostTruth
Aspiring Contributor
912 Views
Message 3 of 17

Re: Broadband fault in my area - BT support non-existent

We've been waiting 15 minutes on average, both yesterday and today. The last time we waited 30 minutes, then the phone went dead. How long are we supposed to wait??

And what about the wildly different expected completion times? We have no way of knowing if it will take BT hours or weeks to fix this. I'm no longer able to work from home, and my family are unable to do numerous things including making job applications. Even in the current COVID situation, it's inexcusable. 

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garybs29
Recognised Expert
899 Views
Message 4 of 17

Re: Broadband fault in my area - BT support non-existent

Everyone in the area is in the same boat there might even be BT employees unable to work from home as well. I get it's not the best situation but everyone is doing their upmost including the engineers workimg on fixing the issues

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PostTruth
Aspiring Contributor
893 Views
Message 5 of 17

Re: Broadband fault in my area - BT support non-existent

That's why it's totally unacceptable to have a recorded message saying the work will be completed within two hours and an online message saying it won't be completed for two weeks! How are BT's customers and/or staff expected to deal with that?? By telling themselves "We're all in the same boat"??

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PostTruth
Aspiring Contributor
880 Views
Message 6 of 17

Re: Broadband fault in my area - BT support non-existent

Surely you're not suggesting this communication fail is because BT's own employees have lost their broadband too?

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garybs29
Recognised Expert
864 Views
Message 7 of 17

Re: Broadband fault in my area - BT support non-existent

Not at all. They maybe just haven't had the opportunity to update the recorded message. Whatever it is it's not the best

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PostTruth
Aspiring Contributor
849 Views
Message 8 of 17

Re: Broadband fault in my area - BT support non-existent

Not the best? Quite an understatement considering BT is the UK's biggest broadband supplier...

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PostTruth
Aspiring Contributor
810 Views
Message 9 of 17

Re: Broadband fault in my area - BT support non-existent

What's the compensation policy? Do you have to draw up an entire dossier to get more than the few quid BT's rubbish broadband would have cost you anyway?

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garybs29
Recognised Expert
801 Views
Message 10 of 17

Re: Broadband fault in my area - BT support non-existent

Compensation details here https://www.bt.com/help/account-and-billing/automatic-compensation

If your broadbands rubbish normally as well feel free to post more details on what the issue is & we can maybe help as well

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