Broadband failure in the heat

My broadband has failed mid to late afternoon on 6 occasions since 15 July.  Each time I have spoken with the very polite helpdesk who have elevated the issue through level 1 to level 2.  However, this has involved 1 hour on the phone and then a 24-48 hour wait for an engineer who informs me that the problem is with the local exchange - no fault found on my line.  I have written to the Customer Service Director in Durham, but no reply.  In the meantime I am sent glossy literature telling me that 'I'm important' and that I should take advantage of BT Sports and Infinity.  Problem is BT has not invested any money in the local exchange and Infinity remains unobtainable.
My frustration is that there is a very friendly remote helpdesk who follow a set protocol - level 1, level 2, engineer - but above this sits a anonymous (un-contactable) and detached level of management.  As a result, time is lost and money expended on nugatory engineer visits.
Can anyone give me the name and address of someone who I can discuss this issue with please? Many thanks

is there any problems listed for your exchange  http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
http://bt.custhelp.com/app/answers/detail/a_id/15036
there is no uk helpdesk number
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    We then repeat this same process a few more times. Sometimes the connection worked between engineer visits, sometimes it did not. However the same fault emerges over the course of a couple of days and we start the loop again.
    I am now in the lap of the UK based resolutions team in Newcastle. However, they are not getting anywhere with BT wholesale who are still not recognising and resolving the exchange based fault. The really frustrating thing is that this is not just affecting myself. There are at least 7 other customers in the same exchange complaining of the same fault. BT have not recognised these may all be related and have been sending engineers out the tackle the individual problems of us incompetent customers setting up our routers incorrectly. However this is now turning out not to be the problem, and it is in fact the exchange. But BT broadband aren't getting anywhere with wholesale who seem to be refusing/unwilling/incapable to accept that the fault is within the network.
    I am 7 weeks into this fault and hence heading for the stage where I will be requesting a deadlock letter from BT to take to the ombudsman. I have no ADSL alternatives at the exchange, being in a semi-rural area and BT is the only supplier in the area. Basically, I can either stick with BT on a connection which works intermittently and occasionally, or look at a more expensive laggy satellite system. However, this seems a tad unfair as I have plenty of neighbours enjoying the 8mbit max speeds in the area. Also, the exchange is under consideration for fibre upgrade so others in the area will be enjoying even more modern age tech, the unlucky few will still be getting ignored by BT as it suppose its difficult to fix all of the problems so if a few customers are left out, who cares?
    I have requested multiple times that someone pick up this issue and own it to resolution because we, the BT customers, are paying for the incompetence of the whole organisation to resolve faults in a fair and reasonable time scale in a number of engineer visits befitting the problem. This seems to be falling in deaf ears. I have requested multiple times that the issue be escalated to avoid going round the same loop. That seems to fall of deaf ears also. The same team of BT resolution personnel are bouncing the same issue round and round to try and stop the issue escalating. One person told me the issue would be passed onto the tier 2 manager but that was a week ago and I've since heard nothing more.
    I've guestimated that I've had at least 7 engineer visits to either the property or exchange on behalf of my fault. I know of 7 other people in the same boat (I know this because our local post office has a list of known broadband “problem” customers) who will have arguable had a similar number of engineer visits over the course of their faults or complaints. So I would round up to 50 visits to the one fault which hasn't fixed it. Thats at least £5000 wasted, going on BT's charge to customers for a wasted engineer visit at £99.
    I feel its a very sad situation that the small percentage of “difficult” problems such as mine are being kept under wraps in order to conceal the multiple failings of this thoroughly salami sliced organisation which Im sure presented plenty of opportunities for statistics to become lost. Not to mention glorious overheads of multiple engineer visits.
    So there it is, I have 7 days before the 8 weeks are up and I involve the ombudsman. I have got no where with BT on any front and my fault is still being thoroughly contained by the faults team as they are completely unwilling to raise a serious complaint about the handling of the case while the faults is still existing. A very clever trick which I presume waits for the satisfied customer to develop before receiving feedback on their wonderful experience.
    So if anyone reading this happens to be a BT employee/share holder/director feel free to offer up suggestions on how to progress this anywhere. And anyone else reading this – if there is any alternative provider for services in your area, I would use them. BT will not help.
    Apologies for the increasing sarcastic tone but reliving the situation in word form is even more laughable as a state in the year 2013. I had broadband 10 years ago that was faster and more stable.
    Kind regards
    Matt
    Kirkby-in-Furness
    PS - had to connect to an adjacent neighbours bt hotspot as a guest to post this!  Took more than 1 hours to load the community.bt.com page

    I have asked a moderator to provide assistance, they will post an invite on this thread.
    Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
    Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

  • FRM-92101- There is a failure in the form server during startup.

    Hi,
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    Fabian,
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    log=
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    term=
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