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angusglover
Beginner
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Message 1 of 4

To Engineer or not to Engineer

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I have reported a fault to BT as I am getting very poor video call quality. 

My D\L speed on Speedtest.net is approx 19-20mb.

My U\L speed on the same site is 0.7-0.9. 

When I speak to BT faults team, they tell me to use their tool on speediest.btwholesale.com and it comes up with 3.5mb.  When I click the further diagnostics button, it comes up with a very different figure of 2mb. 

BT are suggesting that if an engineer comes it will cost me £245 if they cannot find a fault. That is unacceptable as this is based on the competency of the engineer. I suspect that they will rock up, fail to find anything and then bill me. Meanwhile I still have **bleep** service from BT.

How to proceed? All of the independent speed test sites are all in agreement with the original test. Only BT proprietary method seems to show them providing good service.

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 2 of 4

Re: To Engineer or not to Engineer

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@angusglover 

There is no charge unless the fault is within your property, and if that was the case, then the charge would only be £85.

https://bt.custhelp.com/app/answers/detail/a_id/12439/related/1

Are you on standard broadband or superfast broadband?

I assume you are a BT Residential customer, and not a BT Business customer?

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angusglover
Beginner
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Message 3 of 4

Re: To Engineer or not to Engineer

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I am a Business Customer. 

I see lots of people have reported upload issues and none seem to be getting resolved. This would make the chances of them turning up and finding no issue very high and I would get billed.

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 4 of 4

Re: To Engineer or not to Engineer

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@angusglover 

This is the BT Residential Customers forum

As you are a business user, please could you post on the BT Business forum at http://business.forums.bt.com/

Its quite possible that charges are different on BT Business.

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