Broadband service = Absolutely appalling!

Hello,
We have been using your broadband service for about 3 years now. For the first 2 years everything was very fast and reliable. For the past year the connection has been getting worse and worse. It's now got to the point where the connection will disconnect constantly even though the lights are showing on the HomeHub.
Firstly I understand what overselling is and I understand that nothing is unlimited. I understand that your broadband customers will have grown considerably over the last year. Now what I do have a problem with is you limiting the connection to the point where it is now impossible to stay connected for 10 minutes without disconnecting. Sometimes I have to wait 15 minutes for the connection to resume after it disconnects.
Quite frankly I think the word "unlimited" should not be used at all especially since you cannot provide a connection that even fits in to the satisfactory category.
Jack

Feel really bad for you mate on this, have had problems with my own broadband in the past turned out to be my equipment but looks like you have ruled out that option.
Maybe a BT person will offer to help on this. Best of luck
ps love how you have written a complaint onto the public forum and included a link advertisiing your business

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Infinity roll-out kills Standard Broadband Service

BT have rolled out Infinity to my area and since the roll-out my Standard Broadband Service has deteriorated to an extent that BT have confirmed they can longer guarantee me that service (despite the fact they are still willing to charge me for it)! Anyone else been impacted in this way? I've been told my only option to obtain Broadband is to pay for the more expensive Infinity.

Its not an issue in all areas, but the longer the distance from the cab, the more noticeable it is. Generally, if people are getting very low speeds due to distance, it does make sense for them to upgrade to Infinity, if its available.
I believe that the Infinity pricing is fairly competitive anyway.
Infinity has not really interested me because I get between 9-11Mb on my line, and I use broadband talk quite a lot.
My local connection is not perfect, and one of the two pairs into my house are faulty anyway, and the current pair does have a HR somewhere, which can show itself if the landline is not used for a week (no DC wetting, if you know what that means)
That can result in an occasional disconnection on an incoming PSTN call, but not enough to worry about.
To fb3
What connection speed do you get at the moment?
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.

Check online for broadband service problems in you...

Hi Everyone
If you have a broadband issue it's possible that there could be a temporary problem at your local exchange that is affecting every broadband connection in your area.
You can check this on our broadband service status page:
Check online for broadband service problems in your area
The service status page can be used to check if the internet and telephone network is OK in your area. It provides a list of known issues and planned engineering works and is updated regularly.
If a problem affecting your area has only recently been resolved, you may still need to restart your modem or router to restore your broadband service.
Thx
Kerry
Retired BTCare Community Manager - StephanieG and SeanD are your new Community Managers
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Hi,
According to your description, I understand that the issue happens to several PCs with Outlook 2010.
I noticed that you have done several troubleshooting about the Outlook crash issue. I suggest we can install Outlook 2013 in a new computer and check whether the issue happens in Outlook 2013.
If the issue doesn’t happen in Outlook 2013, please update your Outlook 2010 to the latest patches and service packs and check whether the issue persists.
Regards,
Winnie Liang
TechNet Community Support

Broadband service down since 11/11/2013

My broadband service has been down since the 11/11/2013, prior to this date I was able to receive 1.4meg and there after approx 190-256 kb. I have spent countless hours on the phone to India, had numerous appointments for engineers to visit, some turned up, some did'nt. I've had every excuse in the book rolled out to me, my case is being dealt with by a process that is either obliged to or chooses to accept any old bit of tosh sprouted by open reach (least thats what I am lead to believe). Has anyone any constructive suggestions as to what my next move could be.

19:13:54, 03 Feb. (2362641.690000) Admin login successful by 192.168.1.213 on HTTP
19:13:28, 03 Feb. (2362615.010000) New GUI session from IP 192.168.1.213
19:13:24, 03 Feb. (2362611.150000) Lease for IP 192.168.1.213 renewed by host Office1 (MAC 48:02:2a:8d:77:b4). Lease duration: 1440 min
19:13:24, 03 Feb. (2362611.150000) Device connected: Hostname: Office1 IP: 192.168.1.213 MAC: 48:02:2a:8d:77:b4 Lease time: 1440 min. Link rate: 57.8 Mbps
19:13:24, 03 Feb. (2362611.100000) Lease requested
19:13:20, 03 Feb. wlan0: STA 48:02:2a:8d:77:b4 IEEE 802.11: Client associated
19:12:48, 03 Feb. wlan0: STA 48:02:2a:8d:77:b4 IEEE 802.11: Client disassociated
19:12:43, 03 Feb. wlan0: STA 48:02:2a:8d:77:b4 IEEE 802.11: Client associated
19:12:24, 03 Feb. wlan0: STA 48:02:2a:8d:77:b4 IEEE 802.11: Client disassociated
19:12:19, 03 Feb. wlan0: STA 48:02:2a:8d:77:b4 IEEE 802.11: Client associated
18:58:49, 03 Feb. IN: BLOCK [16] Remote administration (TCP 61.160.215.60:6000->86.181.88.158:22 on ppp0)
18:42:27, 03 Feb. IN: BLOCK [5] Fragmented packet (TCP 173.194.66.141->86.181.88.158 fragment_offset=0)
18:42:25, 03 Feb. BLOCKED 1 more packets (because of Defragmentation failed)
18:42:25, 03 Feb. IN: BLOCK [5] Fragmented packet (IP 173.194.66.141->86.181.88.158 fragment_offset=1448)
18:42:23, 03 Feb. OUT: BLOCK [53] Defragmentation failed (TCP 173.194.66.141:443->192.168.1.76:49777 on br0)
18:42:23, 03 Feb. BLOCKED 1 more packets (because of Defragmentation failed)
18:42:21, 03 Feb. OUT: BLOCK [53] Defragmentation failed (TCP 173.194.66.141:443->192.168.1.76:49786 on br0)
18:42:21, 03 Feb. BLOCKED 1 more packets (because of Defragmentation failed)
18:42:21, 03 Feb. IN: BLOCK [5] Fragmented packet (IP 173.194.66.141->86.181.88.158 fragment_offset=1448)
18:42:19, 03 Feb. OUT: BLOCK [53] Defragmentation failed (TCP 173.194.66.141:443->192.168.1.76:49777 on br0)
18:42:18, 03 Feb. BLOCKED 1 more packets (because of Defragmentation failed)
18:42:18, 03 Feb. IN: BLOCK [5] Fragmented packet (TCP 173.194.66.141->86.181.88.158 fragment_offset=0)
18:42:16, 03 Feb. OUT: BLOCK [53] Defragmentation failed (TCP 173.194.66.141:443->192.168.1.76:49788 on br0)
18:42:16, 03 Feb. BLOCKED 2 more packets (because of Defragmentation failed)
18:42:16, 03 Feb. IN: BLOCK [5] Fragmented packet (TCP 173.194.66.141->86.181.88.158 fragment_offset=0)
18:42:15, 03 Feb. IN: BLOCK [53] Defragmentation failed (TCP Fragment 173.194.66.141->86.181.88.158 offset: 1448 on ppp0)
18:42:15, 03 Feb. BLOCKED 2 more packets (because of Defragmentation failed)
18:42:13, 03 Feb. IN: BLOCK [53] Defragmentation failed (TCP Fragment 173.194.66.141->86.181.88.158 offset: 1448 on ppp0)
18:42:13, 03 Feb. BLOCKED 1 more packets (because of Defragmentation failed)
18:42:10, 03 Feb. OUT: BLOCK [53] Defragmentation failed (TCP 173.194.66.141:443->192.168.1.76:49777 on br0)
18:42:10, 03 Feb. BLOCKED 1 more packets (because of Defragmentation failed)
18:42:10, 03 Feb. IN: BLOCK [5] Fragmented packet (IP 173.194.66.141->86.181.88.158 fragment_offset=1448)
18:42:09, 03 Feb. IN: BLOCK [53] Defragmentation failed (TCP Fragment 173.194.66.141->86.181.88.158 offset: 1448 on ppp0)
18:42:09, 03 Feb. BLOCKED 1 more packets (because of Defragmentation failed)
18:42:06, 03 Feb. OUT: BLOCK [53] Defragmentation failed (TCP 173.194.66.141:443->192.168.1.76:49777 on br0)
18:42:04, 03 Feb. IN: BLOCK [5] Fragmented packet (IP 173.194.66.141->86.181.88.158 fragment_offset=1448)
18:42:00, 03 Feb. BLOCKED 1 more packets (because of Defragmentation failed)
18:42:00, 03 Feb. IN: BLOCK [5] Fragmented packet (IP 173.194.66.141->86.181.88.158 fragment_offset=1448)
18:41:58, 03 Feb. OUT: BLOCK [53] Defragmentation failed (TCP 173.194.66.141:443->192.168.1.76:49775 on br0)
18:41:47, 03 Feb. IN: BLOCK [5] Fragmented packet (TCP 173.194.66.141->86.181.88.158 fragment_offset=0)
18:25:37, 03 Feb. IN: BLOCK [16] Remote administration (TCP 74.203.89.169:4031->86.181.88.158:80 on ppp0)
18:25:33, 03 Feb. IN: BLOCK [16] Remote administration (TCP 74.203.89.169:4028->86.181.88.158:8080 on ppp0)
18:19:49, 03 Feb. (2359396.440000) Device disconnected: Hostname: Android_358968045238041 IP: 192.168.1.66 MAC: a8:26:d9:19:fc:77
18:19:48, 03 Feb. wlan0: STA a8:26:d9:19:fc:77 IEEE 802.11: Client disassociated
18:18:34, 03 Feb. (2359321.570000) Lease for IP 192.168.1.66 renewed by host Android_358968045238041 (MAC a8:26:d9:19:fc:77). Lease duration: 1440 min
18:18:34, 03 Feb. (2359321.570000) Device connected: Hostname: Android_358968045238041 IP: 192.168.1.66 MAC: a8:26:d9:19:fc:77 Lease time: 1440 min. Link rate: 72.2 Mbps
18:18:34, 03 Feb. (2359321.510000) Lease requested
18:18:32, 03 Feb. wlan0: STA a8:26:d9:19:fc:77 IEEE 802.11: Client associated
18:17:47, 03 Feb. (2359274.020000) Lease for IP 192.168.1.67 renewed by host ipad (MAC 40:30:04:eb:1b:54). Lease duration: 1440 min
18:17:47, 03 Feb. (2359274.020000) Device connected: Hostname: ipad IP: 192.168.1.67 MAC: 40:30:04:eb:1b:54 Lease time: 1440 min. Link rate: 0.0 Mbps
18:17:47, 03 Feb. (2359273.970000) Lease requested
18:17:47, 03 Feb. wlan1: STA 40:30:04:eb:1b:54 IEEE 802.11: Client associated
18:17:46, 03 Feb. wlan1: STA 40:30:04:eb:1b:54 IEEE 802.11: Client disassociated
18:16:13, 03 Feb. IN: BLOCK [16] Remote administration (TCP 77.40.50.146:22377->86.181.88.158:22 on ppp0)
18:07:04, 03 Feb. IN: BLOCK [5] Fragmented packet (IP 173.194.66.109->86.181.88.158 fragment_offset=1448)
18:02:05, 03 Feb. IN: BLOCK [5] Fragmented packet (TCP 173.194.66.109->86.181.88.158 fragment_offset=0)
17:59:51, 03 Feb. IN: BLOCK [16] Remote administration (TCP 192.71.151.187:16824->86.181.88.158:80 on ppp0)
17:32:09, 03 Feb. OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.76:49620->17.167.195.149:443 on ppp0)
17:31:52, 03 Feb. IN: BLOCK [16] Remote administration (TCP 77.40.50.146:56503->86.181.88.158:22 on ppp0)
17:21:52, 03 Feb. OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.67:51622->173.194.34.178:443 on ppp0)
17:20:07, 03 Feb. IN: BLOCK [16] Remote administration (TCP 111.253.217.192:1331->86.181.88.158:8080 on ppp0)
17:18:47, 03 Feb. IN: BLOCK [16] Remote administration (ICMP type 8 code 0 110.169.205.221->86.181.88.158 on ppp0)
17:11:32, 03 Feb. IN: BLOCK [16] Remote administration (TCP 77.40.50.146:6310->86.181.88.158:22 on ppp0)
17:02:02, 03 Feb. wlan0: STA 70:1a:04:21:e7:ea IEEE 802.11: Client disassociated
17:02:00, 03 Feb. wlan0: STA 70:1a:04:21:e7:ea IEEE 802.11: Client associated
17:01:58, 03 Feb. (2354725.420000) Device disconnected: Hostname: Teresa-PC IP: 192.168.1.115 MAC: 70:1a:04:21:e7:ea
17:01:56, 03 Feb. wlan0: STA 70:1a:04:21:e7:ea IEEE 802.11: Client disassociated
16:56:55, 03 Feb. wlan0: STA a8:26:d9:19:fc:77 IEEE 802.11: Client disassociated
16:50:27, 03 Feb. BLOCKED 1 more packets (because of First packet is Invalid)
16:50:25, 03 Feb. OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.67:51515->72.32.30.17:80 on ppp0)
16:49:25, 03 Feb. (2353971.840000) Lease for IP 192.168.1.115 renewed by host Teresa-PC (MAC 70:1a:04:21:e7:ea). Lease duration: 1440 min
16:49:25, 03 Feb. (2353971.840000) Device connected: Hostname: Teresa-PC IP: 192.168.1.115 MAC: 70:1a:04:21:e7:ea Lease time: 1440 min. Link rate: 54.0 Mbps
16:49:25, 03 Feb. (2353971.790000) Lease requested
16:49:24, 03 Feb. (2353971.480000) Lease for IP 192.168.1.115 renewed by host Teresa-PC (MAC 70:1a:04:21:e7:ea). Lease duration: 1440 min
16:49:24, 03 Feb. (2353971.480000) Device connected: Hostname: Teresa-PC IP: 192.168.1.115 MAC: 70:1a:04:21:e7:ea Lease time: 1440 min. Link rate: 54.0 Mbps
16:49:24, 03 Feb. (2353971.430000) Lease requested
16:49:23, 03 Feb. wlan0: STA 70:1a:04:21:e7:ea IEEE 802.11: Client associated
16:48:20, 03 Feb. (2353907.540000) Lease for IP 192.168.1.67 renewed by host ipad (MAC 40:30:04:eb:1b:54). Lease duration: 1440 min
16:48:20, 03 Feb. (2353907.540000) Device connected: Hostname: ipad IP: 192.168.1.67 MAC: 40:30:04:eb:1b:54 Lease time: 1440 min. Link rate: 0.0 Mbps
16:48:20, 03 Feb. (2353907.490000) Lease requested
16:48:20, 03 Feb. wlan1: STA 40:30:04:eb:1b:54 IEEE 802.11: Client associated
16:48:20, 03 Feb. wlan1: STA 40:30:04:eb:1b:54 IEEE 802.11: Client disassociated
16:44:08, 03 Feb. (2353655.370000) Lease for IP 192.168.1.76 renewed by host iPhone (MAC 3c:d0:f8:d3:aa:ec). Lease duration: 1440 min
16:44:08, 03 Feb. (2353655.370000) Device connected: Hostname: iPhone IP: 192.168.1.76 MAC: 3c:d0:f8:d3:aa:ec Lease time: 1440 min. Link rate: 65.0 Mbps
16:44:08, 03 Feb. (2353655.300000) Lease requested
16:44:05, 03 Feb. wlan0: STA 3c:d0:f8:d3:aa:ec IEEE 802.11: Client associated
16:42:05, 03 Feb. (2353532.310000) Lease for IP 192.168.1.73 renewed by host android-60ff539ca7751de3 (MAC d8:31:cf:d5:17:d8). Lease duration: 1440 min
16:42:05, 03 Feb. (2353532.310000) Device connected: Hostname: android-60ff539ca7751de3 IP: 192.168.1.73 MAC: d8:31:cf:d5:17:d8 Lease time: 1440 min. Link rate: 58.5 Mbps
16:42:05, 03 Feb. (2353532.260000) Lease requested
16:33:32, 03 Feb. IN: BLOCK [16] Remote administration (TCP 218.2.22.113:6000->86.181.88.158:22 on ppp0)
16:31:30, 03 Feb. IN: BLOCK [16] Remote administration (TCP 222.186.62.41:6000->86.181.88.158:22 on ppp0)
16:25:50, 03 Feb. IN: BLOCK [16] Remote administration (TCP 222.186.62.30:6000->86.181.88.158:22 on ppp0)
16:24:06, 03 Feb. IN: BLOCK [16] Remote administration (TCP 58.26.127.135:12933->86.181.88.158:80 on ppp0)
16:22:09, 03 Feb. IN: BLOCK [16] Remote administration (TCP 5.79.78.230:37357->86.181.88.158:80 on ppp0)
16:16:21, 03 Feb. BLOCKED 1 more packets (because of Remote administration)
16:16:20, 03 Feb. IN: BLOCK [16] Remote administration (TCP 89.242.208.8:57746->86.181.88.158:443 on ppp0)
16:16:20, 03 Feb. BLOCKED 1 more packets (because of Remote administration)
16:16:18, 03 Feb. IN: BLOCK [16] Remote administration (TCP 89.242.208.8:57734->86.181.88.158:443 on ppp0)
16:16:18, 03 Feb. BLOCKED 1 more packets (because of Remote administration)
16:16:17, 03 Feb. IN: BLOCK [16] Remote administration (TCP 89.242.208.8:57746->86.181.88.158:443 on ppp0)

Deteriorating Broadband Service

There seem to be many people, myself included, who are receiving a deteriorating, or slower Broadband Service than they have had in the past.
Mine has dropped recently from a 3.5/4.0 service down to a 2.0/2.5, which means the lower bandwidth is now preventing me from using the internet as I have in the past, for example BBC IPlayerHD is now unwatchable as it needs at least 3.5 to stream correctly, even Youtube video will not always play properly.
I've had 3 engineer visits without any improvement, and this is currently in the hands of the care team.
Why is this happening? I'm wondering if the rollout of Fusion has diverted rescources?
Has the contention ratio increased?
My car will do 'up to' 130mph today, but if it would only run at 70 tomorrow I would not be very happy, especially if the garage told me there is nothing they can do.
I used to have a 3.5/4.0 service, so why should I just accept that if it slows to 2.0/2.5 its deemed to be acceptable?
Come on BT...........more speed, or get Fusion running in Bedford next week...

hi, I wasnt going to reply to this thread as i have already got a mod helping me with my issues, however my story is very similar and im going to share everything ive found out so far based on several engineers ect that have tested my line these last few weeks.
Up until the mid of december we were enjoying our very good service, connected at around 6.5 -7 mb (bt logs prove this too) and never getting disconnected, in nearly 4 years id say u could count the disconects on perhaps 1 hand , its that rare.
mid december and out of no-where we're down to 2mb. went the usual route of the un-helpdesk and ended up very frustrated and getting no where, so i posted on the beta forums which got a mod involved.
hes done alot to try and get this sorted, hence the 4 or 5 engineers out checking everything , they find nothing. but were suprised that we were getting the fast speeds we used to. we live 3km from the exchange so in their mind we could neve get more than 5mb. but as ive said and as bt logs prove we have been.
the only reason we could of been getting more was down to us being one of very few customers sharing a rack in the exchange.
One engineer i quizzed admitted to me that the exchange has alot less capacity now as it did last yr.
Now the mod has done some things and in a last ditch effort has had my line "moved" in the exchange, so im now on the 10 day sync period.
but with only a couple of days to go things are looking worse than ever. speed is down to just over 1mb now and come 4-5pm we are getting diconnected every 5 mins or so
As alot of other ppl out there also suspect it seems bt vision customers are getting prioritised. bt wont admit this but it does help explain alot .
ive reached the end of my patience now with bt and am looking into ofcom to see how they can help. Seeing as ive been provided a service at 6-7mb for the last 4 yrs and bt logs back this up i feel i have a strong case for making bt give me back that level of service, they are obiged to provide you the best service they can.
If it means its going to cost bt a lot of money to increase capacity in exchanges to combat bt vision customers then thats their problem not mine.

Appalling Customer Service, absolutely Rude and impolite !

Mods, This is a feedback from a disgruntled HP customer for a call I got from your Escalation Team. Please move this thread to appropriate location if it does not suits here. I just received a call from HP Escalation team and am very furious by the way the way HP has spoken to me. I found HP ([email protected]) very impolite and rude. This is not the way you talk to your customer. I suggest he goes through a Soft Skill training and is taught how to be courteous and helpful. I have an ongoing issue with my Pavilion G6 which is out of warranty, Iam trying to get back OS as the HDD ernt kaput. Please help me with escalation matirx procedure for Customer Service issue. Being rude to a cusotmer is absoltely unacceptable !!!!

Hi Caesar Thanks for your answer. Can you explain to me why sky staff got involved on this thread then ? http://helpforum.sky.com/t5/Archived-Discussions/Making-a-complaint-to-sky-what-to-expect-and-what-my-actual/td-p/1449027 "The sky guys on the forum are now currently trying to find a solution to getting my account cancelled. I will no doubt post on the forum if the account is finally closed." I've just called the complaints team and they told me they cannot do anything and that I have to speak to the cancellation team ? Is that a joke ? Why is there a complaints team then ?

Re: Bizarre Broadband Service from BT :(

BT Service, don’t go there.
After being a loyal customer of BT for over ten years this is the saga and what you might expect if you reporting a fault.
It all started over three months ago when I first reported that I was having problems with my broadband signal dropping connections. At first things seemed to go well and after going through the usual tasks like changing filters changing Ethernet cables resetting the home hub and several other tasks all that did not make any change in the situation they said that they would send an engineer out, but I was informed that it would cost me £99 if the fault was found to be on my equipment. It turned out that it wasn’t and it was put down to an outside line fault. The engineer said he would try to switch my connection at one of the boxes and this seemed to work for a while but I was still having problems but I was now getting used to them and although they were irritating I was beginning to live with them as BT seemed to have no answer.
Then came the switch over on BT Vision (Oh yes I have everything with BT my phone, my broadband and my TV) I had been advised that the switch was coming and did as I was asked leaving my Vision box on although I was going on holiday. Sadly when I returned from holiday I had no TV.
I rang BT service the usual 20 minute wait till young lady in a call center in India (Or some other Asian country) came on the line. I explained my position to her then my post code, telephone number. Mother’s maiden name, and account number.
Conversation went like this.
BT. “How can I help you?”
Me. “I have no TV my BT vision doesn’t seem to be working.”
BT. “Have you tried resetting your vision box?”
Me. “Yes.”
BT “It might be your cable can you change your Ethernet cable.”
Luckily I had one so we did that
BT. “Is that any better?”
ME “No it’s just the same.”
BT “Is your vision box connected by an Ethernet cable or a Scart lead?”
Me. “A Scart lead.
BT. “Can you change that.”
Luckily I had one of those as well so we did that.
BT “Is that any better?”
Me. “No it has made no difference, may I ask you something I understand that BT vision as changed recently could it need resetting or something.”
BT. Silence for a moment “I don’t think we have made any changes.”
Me. “Well I had a letter before I went away to say the BT vision was changing don’t you know anything about that?
BT. “No I haven’t been told anything about that?”
Me “I’m sorry but I don’t think you know what you are talking about can you put me on to someone who can help me.”
BT. “I’m sorry there is no one here who can help.”
Me. “Well I need someone to sort this mess out can you get someone to call me.”
And with that I hung up.
I went on the BT web site (the one they always try to get you to use) to try and find out how to reset my BT it was hard to understand unless you have a degree in IT but I did find out that my Vision box needed reprogramming and after some difficulty I managed at last to get a program.
The following morning I received a call from BT.
BT “Good morning I understand you are having problems with your BT vision box.”
Me. “Yes I was but I think I might have got it sorted.”
BT. “How did you do that?
Me. “I did a channel scan.”
At this point he asked me what I had done and I explained as well as I could and then he kindly offered to go through with it again. Nice man I thought, very helpful. But that was the start of my problem. He told me what to do and I followed his instructions to the letter but when we tried to rescan it refused to do so. So again we checked leads changed filters restarted the vision box all to no affect.
BT. “Well we’ve tried everything I think the problem is with your Arial.”
Me “No way the Arial is working perfectly on my other set.”
BT “Well it can’t be anything else; it’s defiantly your Arial.
Me “look I’m sorry but I want and engineer to come out and sort it.”
BT. “If we send an engineer out it will cost you £100 for is visit.”
Me “You’ve got to be joking; you caused the problem I had it working now it’s up to you to sort it out and I will not be paying anything.”
At this stage I was put on hold for several minutes. Then he returned.
BT. “I have spoken to my line manager and he says we will send an engineer out and you won’t be charged.
I thanked him very much but the problem they couldn’t send an engineer out for a week so I would have 7 days without my BT Vision.
The engineer arrived week later, within minutes he found my Ariel was working perfectly with a very strong signal but the vision box was faulty. He tried doing a factory reset on it and did manage to get it working. He said he wasn’t happy about it and if it went again I should ring back straight away if it went again.
Sadly it did go wrong and I rang BT explained the situation and they said they would send an engineer out to fit new box but earliest appointment was one week away. That would mean 2 weeks without BT vision.
Appointment day and time arrived but no engineer waited in all afternoon until 4.30 then rang BT after 20 minutes I got through. Apparently the engineer had called and there was no one in so he said but he thought the bell might have been faulty. I asked why he had not rung me as he had my number all engineers do have this on their job card. Answer “I’m sorry I don’t know we’ll have to arrange another appointment.” “When will that be?” I asked in trepidation.
Yes you’ve guessed it yes in another seven days.
And at this point I’m sorry to say lost my cool, and after some argument we managed to get it down to a couple of days.
Happy days at last new box installed everything working well, very nice engineer asked if there were any other problems, so I mentioned about my broadband signal dropping out, he checked my router asked how long I had had it, I couldn’t really remember I thought about eight years or so. His comment was this could be part of your problem you need to get a more up to date one because you won’t be able to get HD with this one anyway so it wants changing.
Following day rang BT service another 20 minutes wait to get through explained the situation but was told that I couldn’t have a new router as I wasn’t in an area that got BT infinity, I explained that I wanted infinity as soon as it was available but that wasn’t good enough was told that they would sort my old router out.
So here we go again changing cables switching box on and off checking my extensions the lot took about 30 minutes, and then was asked to install my router to the main telephone in box so that they could run a 24 hour test on it. Had to remove it from the computer to do this so I had now no internet connection, I was told to ring if the connection went down. Within one hour I had the connection drop twice rang BT took 35 minutes to get through after going through the third degree I was told that they were still testing and they would ring me the following day ad 9 am with the result.
I explained that I would not be in the following day so they offered to ring me on my mobile at 9am I received no call but sometime during the day I was contacted by text to say they had called and I was to ring a certain number and a pin but they would close at 9pm.
Called BT at 20.10 was on the phone for almost 1 hour all I got was “sorry we are very busy we will connect t you to an operator as soon as possible” at 21.05 decide not to bother any more as the place would be closed anyway
Rang again following morning again a 35minute wait, BT. “Sorry can’t tell you anything we are still checking apologized for not calling but said we will for definite between 16.00 and 18.00 today.
By 18.10 no call had been received so I rang BT again 35 minute wait again and lo and behold we are back in Asia going through the third degree again telephone number (which he couldn’t grasp must have been slightly dyslexic) account number, mother’s maiden name, post code and all the rest, had to go through all the story again after 15 minutes he said I needed to go to higher level and said he would transfer me and I was back to 30 minutes of “I’m sorry we are very busy” again.
Finally another Asian name I couldn’t get “Hello can I help you?”
Good start someone wants to help, Me. “Are you from the higher level.”
BT, “No”
Me “I’ve been transferred to speak to someone of the higher level.”
BT. “Well you’ve come through to me, what is your problem?”
We go through the whole story again,
BT. Well I’m sorry but I can’t help you you need to speak to someone on the higher level I’ll transfer you.”
At this point I’d been on the phone for 1 hour and 15 minutes and I was tired, frustrated and getting more annoyed by the minute. I told the gentleman that I had decided at that point that I needed to cancel my contract and try another supplier and I put the phone down.
After taking a deep breath and relaxing over a cup of coffee I decide to ring sales and see how I was fixed with my contract, what a brilliant move that was I got someone with intelligence and consideration, I explained my situation he was appalled by the way I had been treated, and apologized on behalf of BT he said he would check on screen to see if he could help in anyway.
He saw that he could see that everything I said was correct and surprise, surprise (as Cilla used to say) there on the screen was the answer to my problem, they had checked thing out and the reason and cause of my problem was a fault on my line that had now been passed over to Open Reach, Why didn’t the other operators know this and why wasn’t I told this before, why had I had to spend over 4 hours on the phone, why had I had to be without my broadband for three days.
I’ve had over two weeks without my BT vision and now three going on four days without my broadband, but what can you do about it there is no one you can call to complain to, no customer service department no one to give apologies, no offers of refunds for service not received and to rub it in you have to watch costly adverts on TV and in newspapers saying how good BT is and how wonderful their new router is (according to the TV it never drops a connection) not like mine. You can believe this if you want to but I’m not happy with the service I’ve received from them over the last few weeks.

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more
Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

How do I complain about my broadband service?

Hi there
I'm not sure if this is the right area to be posting; but I hope that someone will be able to help me, as the BT automated system gives you no option to complain, and when you ask to be put through to the complaints department, you get put through the Customer Options team who then transfer you to the technical advice line based in India.
I have had BT broadband since January, and to be honest I now wish I had never set it up. I needed to get a telephone line set up and wait 8 weeks for an Openreach engineer to come out. Fair enough, I waited. Finally my appointment date came and the engineer who came out insisted that he needed permission from my landlord and refused to do the job, despite me saying that yes, he does have permission, and even offering to call him infront of him. I asked for the engineer to come back out after he walked off, fobbing me off, but they wouldn't send another one out. Fair enough, I waited another week and another engineer came out.
Luckily, this man was very helpful, said that the first engineer who visited told me a pack of lies and by the sounds of it, couldn't be bothered to do the job as it involved running a cable from the floor above mine, where the box is.
He fitted the line and everything was fine, I was told that it would be 'testing' and I could have some speed & connection issues, but this would subside after a week.
It is now April, going onto May, and I am having the same problems. My broadband constantly disconnects, especially during the evening. The speed isn't too much of an issue but I have had 2 engineers out in the past. The problem seemed to be fixed for a while after they visited but now my connection is worse than ever and I am pulling my hair out.
I have been calling the technical help line every night, spending around an hour or 2 on the phone, going through the same **bleep** "plug into the test socket, use an ethernet cable, blahbalhblah" and no one seems to take me seriously when I say there is clearly a PROBLEM WITH THE LINE. I have been passed from level 1, to level 2, on numerous occassions. I have spoken to managers, I have had messages passed on for someone in the UK technical team to call me back because India can't resolve it because they don't understand what on earth I'm talking about.
I was promised a call back today between 12 and 2, this hasn't happened. I was promised an engineer would come out on Wednesday. I cancelled my plans, took the day off work and waited in all day. Did an engineer turn up? No of course he didn't. When I called up I was told by India that this was because my contract is due to end on 21 May.
I simply cannot understand why BT staff do not realise that I do not want the hassle to have to change providers because somebody cannot get their act together, listen to me and just come out and do the job. I have said repeatedly I do not want to cancel my contract, I am just completely peeved that I am paying £30~ a month for a service I am continually having problems with, and can hardly even use.
I have had advisors hang up on me for no reason, I've been fobbed out, promised engineer visits, promised call backs and no one has followed through on this, despite reassurances that "I will certainly fix this for you Miss Edmonds".
Please, before I actually go insane here, can someone PLEASE just look into the above, tell me why I've received such rubbish service, get my broadband fixed and possibly even give me a refund because of the ABYSMAL service I have received?
Thank you.

Hi Welcome to the forums
Here are some help pages done by CL Keith http://www.btinternet.com/~cbeddoe/speed/Speed.html
also post your full hub stats details shown in this link http://www.btinternet.com/~cbeddoe/others/adslstats.html
Can you also post the full results fromBT Speedtest speedtester.bt.com
Have you tried connecting to the test socket at the rear of the master socket
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Verizon service absolute worse experience

Verizon service is the absolute worse experience I have ever had. I had an appointment. The window was from 8 to 5pm and no body showed up. When I call an hour wait in the phone to get anyone. Nobody has an explanation why. Now I am told no body can come out to repair my internet for several days because the next appointment is not until Friday . One person tells me the window is again 8 to 5 pm. Calling again I am td the appointment is at 6:55pm. Nobody there knows what's going on. . The only answer is find another service .

Hello Shirs
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

BT broadband service survey. (please read)

Hi,
I was just wondering if anybody else is experiencing this:
Up until around easter time, my BT broadband has been working fine. Since then it has been very up and down, and at peak times is more or less unusable. Today was a new low, I couldnt even get a webpage to load.
If you have always enjoyed a smooth service, made no changes to your equipment or set up, and are now currently experiencing very slow speeds/ complete losses of service, please sign in.
I am in shropshire, and this is happening to me. I will be very interested to find out how many others are experiencing identical problems, and where they are situated in the UK.

Hello from Feniton! I have been having issues since since the start of the month, speeds vary massively according throughout the day but at present, my download speed is coming out as 0.54Mbps. My IP profile is normal for my line (synced at 8mbit), no line issues (as confirmed by an Openreach engineer yesterday).. just slow speeds.
The guys over the phone have now arranged for another engineer to come round as apparently the first one wasn't a broadband engineer. This is despite me swearing that my line was fine and that there was no need for an engineer to check the line.. but of course, the customer is always wrong.

Why is obtaining my broadband service so difficult...

I moved house on 26th March and was told I would be able to transfer my exsisting phone and broadband package to new home along with keeping same phone number. Orders and reference numbers issued I waited, and am still waiting, was supposed to be finally on line yesterday 13th April but despite waiting up until midnight still nothing. I phone the 24hr help desk as instructed in my instruction booklet and was told that i had to phone back in the morning. I am now told there is a problem with the exchange and there will be a review on 23 April, not connection just a review. In the meantime no one will respond to my complaints, no one phones me to see if the work has been completed or to update me if it is not, i have to do all the chasing and no one is listening to me.
So the question is what will be the qucikest route to connection to internet, do i
a) order broadband as a new customer
b) go to sky or virgin and get new package
c) chain myself to Ian Livingston's car
d) Go to my local exchange and ask the technicains what is going on
Any help of advice gratefully recived.

Hi harrycrac,
Sorry you have run into problems here. I can help and get this sorted out.
Send me an email to [email protected] with your BT account and telephone number with a link back to this thread and I will be happy to have a look into it for you.
Cheers
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Lost Broadband service on 8 Sept at 11.00 am - sti...

Had been with Orange (Freeserve) for several years. Then suddenly on Wed 8 Sept at 11.00 broadband dropped out and would not reconnect. Power cycled everything and did all the usual checks.
Orange claimed that some work had been done at the local exchange on that day and would try and get BT to fix the problem.
Spent many a happy hour over the following weekend holding for an Orange technical support person only to finally discover that Orange were unable to do anything because their systems had stopped talking to BT Wholesale (who actually of course provide the service) and could do nothing more until at least 22 Sept.
So we got our MAC code and transferred hook line and sinker to BT so that there is no-one else to pass the buck to.
BT activated our service on 23 September and guess what - no service. And this morning at 08.30 when BT support lines open - still no service.
After several calls to BT support and lots of holding and changing ADSL filters and confirming that, no - nothing else is plugged in, someone in technical support eventually agreed that there appeared to be a fault.
So we can expect to receive a call within 48 hours.
The problem is clearly a fault at the exchange - there is no ADSL modem signal on the line. If you plug in a second phone handset before the ADSL filter and listen to the Hub to exchange noises - the line is completely clear. If there were an ADSL modem at the exchange end of the line I would expect to be able to hear it.
My question is - how do I escalate this within BT so that an engineer actually goes to the exchange and finds out who disconnected the equipment on Wed 8 September and reconnects it. Or if it is a faulty ADSL card in the exchange, replaces that card?
Any help greatly appreciated.
(By the way, can really recommend the MiFi from 3 - it has saved our lives. OK - costs £50 and then another £25 for 7G of data for one month but works really well and provides an instant WiFi hotspot for up to 5 devices from anywhere that has a 3 signal. For a PAYG standby when your Broadband fails and you are waiting for BT to fix it I find it hard to criticise.)

I'm not defending anybody here, by any means ....
But you have to consider the amount of exchange work going on at the moment with 21CN.
That to me sounds like an instruction from Orange to BTw, to shift their frame connections over to their
allocated msan .... Openreach have been along to do the business, as required ... and the msan is lying
there dead in the water .... not connected to the backhaul, which in real terms is down to BTw.
A little bit of madness during a very busy period IMO
Meanwhile, BT Openreach, the public "face" of BT get thrashed from pillar to post .... and wholesale remain
behind their cloak of anonymity and (ofcom) red tape. ... Orange, meantime havn;t a clue what's happpening.
The reason I loathe quangos and their policies ! .... at least the government is now seeing sense.

Re: How do I complain about my broadband service?

I can relate to previous posts.
Having been a BT customer for more years than I can remember and never had reason to complain, all changed when I signed up for broadband in April of this year. My line is so poor that conversations are held via speaker 'phone because of line interference, probably due to what seems to be the incompatability of the router. This is my guess as for over two month's I have had no joy with BT staff, either not understanding me (India calling) cutting me off or on one odd occasion being told to hang up and call back as the line was presently 'engaged'! I have requested twice for an engineer to visit even if I am later billed but am still waiting. I have also had the router replaced, informed it was a network fault, later told there was no fault and so on. I have made around 20 calls to BT, spoken with several managers and still no resolve and am locked into an 18 month contract for the priviledge.
I now view BT with dismay and I am refering all of this to Trading Standards.

Welcome to this customer to customer forum. If you want to get these issues resolved, then try this forum.
To enable forum members to help you, please could you look at ADSL Speed and Connection Issues which asks you to do a few checks first, and has some helpful hints.
When you have done that, please follow the instructions at the end of that section, and post the results here, so members can offer advice. Thank you.
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.

Changes to Broadband Services - Billing Question

"Monthly usage limit – If you want to use more than the monthly usage allowance included in your broadband package, from 1 November 2010 additional usage will be charged at 5GB for £5 (instead of 1GB for £1)."
Does this mean that if you only go a little over your usage allowance you'll be charged £5.00 as you've used part of 5Gb, or that you won't be charged until a full 5Gb have been used?
Need an Admin response here please.

there are numerous posts on here looking for clarification. If you go over the 10gb limit then it is £5 whether 1gb or 5gb. Options 2 and 3 had the limits increased - option 2 up to 40gb and the FUP for 3 is now 300gb
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Broadband service = Absolutely appalling!

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