Broadband suspended - Why??

Browsing the web this morning I got a popup from BT saying effectively that I hadn't paid my bill and my account was suspended. I was then stuck with this page and coundn't navigate away from it.
My latest bill states it should be paid by the 2nd April.
I paid the bill over the phone and my broadband service has just unfrozen.
I wonder if one of the mods might care to explain why this happened? Broadband is important to me for paying bills, especially at the end of the month. To just disconnect it without warning like that could have caused me all sorts of problems.
I rang the Indian 'help' desk and of course they were completely useless.

try the online live chat facility
http://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums
Mon - fri 9-6
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Similar Messages

Azure Websites suspended - why, and how do I reactivate it? Cannot submit tech support request

Hello,
Our company has an Microsoft Action Pack subscription. I have an MSDN Subscription allocated to me. Through the MSDN Subscription, I have a monthly $70 Azure credit. I have been using this Azure credit to test Azure Websites.
I have noticed this month (March 2015) that two of my websites are showing "Suspended" in the portal.
I suspect this probably happened in January 2015 when we had a particularly busy testing month and I used up all my Azure credit for the month, however the current status leaves me puzzled:
1. I can't find a specific record of when, or why, the websites were suspended. Can someone tell me how to discover this?
2. If it was due to exhausting my monthly credit, why did they not become re-enabled the following month when my account went back into credit?
3. How do I raise a tech support ticket against this subscription for this problem, or other problems I may have with Azure during my development and testing?
I have had various fruitless phone and email exchanges with Microsoft representatives, often suggesting I purchase technical support for this subscription in order to submit a ticket. As an MSDN subscriber, I shouldn't need to, according to this blog post
from Microsoft:
http://blogs.msdn.com/b/mast/archive/2013/10/24/windows-azure-technical-support-for-msdn-technet-or-mpn-users-and-partners.aspx
However, the process described is not working for me, when it asks for my Contract ID and Access ID, it ignores it and redirects to the same screen without an error message.
As a software developer, it is still challenging to recommend Azure hosting to clients when services become suspended without warning or explanation, and technical support channels are unclear or broken.
Any insight appreciated.
Michael

Hi Cristhian,
Thank you for re-enabling the websites. So, my immediate issue is resolved in that the websites are running again, but I do have a question about the root cause of this issue.
If I use up my monthly credit before the end of the month and the websites get suspended again, will I need to repeat this process to get them re-enabled, or would you expect them to automatically re-enable when my account is back in credit?
I'm still having trouble lodging a technical support request for Azure under my MSDN subscription, but I will include the detail in a reply email to your colleague Sudha.
Thanks,
Michael

Re: Broadband Suspended

My broadband has been suspended incorrectly. My browser is being diverted to a BT page saying I have not paid a bill, but the bill is paid by direct debit, in "My BT", it clearly states date of the bill and that I do not need to do anything and the oustanding amount will be taken out of my account. As far as I am concerned, I am paying for a service that BT are not able to provide. I have been in touch for the third day running and no one is able to resolve this issue. It seems the suspension is applied automatically but no one is is capable of un-suspending the account. The billing department is saying it's not a billing issue and they cannot un-suspend as they do not have the option to while the technical department is telling me there is no issue with the line. I have sent a complaint, what else can I do ? I work on-call and I am about to loose a weeks work because I have no broadband.

Hi ultraman69uk,
Thanks for posting. I can look into this for you if you wish. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile.
Cheers
David
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 :-)

The forgotton estate(s) 2013 & no fixed line Broadband ! Why ?

Glanmire is a large town situated 6 kilometres outside Cork city.Glanmire has a population of 16,000 + people. I have a house in Elmgrove,Sallybrook,Glanmire,Cork. There are over 150 houses in the estate.There are two other estates in close proximity. Barrymore Estate (200 houses) & Millbrook ( 100 houses)
https://maps.google.ie/maps?q=1+elmgrove,sallybrook&hl=en&ll=51.943775,-8.395314&spn=0.007037,0.021136&sll=51.941302,-8.394606&sspn=0.007037,0.021136&hnear=1+Elmgrove,+Glanmire,+County+Cork&t=m&z=16
We have no fixed line broadband.
At least 450 houses are screaming out for fixed line broadband. Its not like we are living out in the middle of nowhere!
I was told years ago the the extange has to be upgraded.
I got hopeful latley when i saw kn networks laying cables on the main road at the entrance of our estate.
I have heard since that the houses across the road from our estate has fixed line.
Phoning eircom enquiring on "when" has been a waste of time.
My neighbours and i feel we have been overlooked and forgotton about.
I have read other posts from eircom customers and am impressed with your honestly & helpful advise.
************************************* HELP***************************************************************
You are our only hope. If you could answer 2 questions for me i would be very grateful.
1. Why
2. When
(If it helps , the markings on the eircom box are " S B K 1, M D F)
Kind Regards,
Cashy

Hi Mark, Thanks for your reply. The details I used in signing up to this forum is from 1 of 2 houses that I own.The details I used are from a house in the country miles from the Cork city.(Carraignavar). That house has broadband. The other house is the one that I am seeking information on.Its in Elmgrove,Sallybrook,Glanmire,Cork. I included a link of the exact location in my first post. This house is just outside Cork city and is in the middle of 3 large estates of about 500 houses and has absolutely no fixed-line broadband whatsoever. The markings on the exchange box are SBK1 MDF We arena looking for NGB or efibre. Just fixed-line broadband will do. All the surrounding areas of Glanmire have broadband. All except the 3 estates I mentioned in my 1st post. 1. Millbrook Estate, Sallybrook, Glanmire, Cork2. Barrymore Estate, Sallybrook, Glanmire, Cork3. Elmgrove Estate, Sallybrook, Glanmire Cork You said in your reply "From existing network / exchange capability to existing to possible customer base"Does this mean that is must be worthwhile for eircom to upgrade the network/exchange ?The above estates have roughly 500 houses in them.Surely those figures alone would justify upgrading. The reason I titled the subject " The forgotten estates" is because I truly believe we have been forgotten about. All of the surrounding areas can receive eircom fixed line broadband. All except us. You also said in your reply "I am afraid there is no process to escalate or expedite a request for an exchange to be upgraded broadband"If you cant escalate or expedite a request for an upgrade, can you at least find out why we haven been upgraded already when all the surrounding areas have. All except us Supply & demand ? There is demand from over 500 houses. I really think that this matter needs to be brought to the attention of somebody that can make decisions in eircom as I'm sure if they heard about it, they would find it hard to explain. We aren't looking for NGB or efibre. Just fixedline broadband will do. Id appreciate any help or information. Kind Regards, Cashy

Broadband usage, why have it?

I havea sked about people I know & online about this for a few years now but no one seems able to give an answer!
why is data uage charged by Mb ( which no one knows what is!) instead of time ( which everyone knows what is!)?
surely this would be much easier to keep track of & be a much fairer way of charging?
I realise steaming video will take up much more useage than a text page but it will aslo take much more time to watch &therefore could be charged as such.
If I make a voice call to someone & decide not to talk, sing etc down the phone, I wil still be charged the same for the time I am connected so surely the same should apply when I am connected to the internet? after all it isnt costing the service provider any more is it?
Solved!
Go to Solution.

Charging by time spent on line comes back to dial up pay as you go services. It is good if you have a modem that connects to the Internet when used and then disconnects when not in use
However Broadband is connected 24/7 which wouldn't work for a timed usage policy.
I think that BT retail should invest into a upto minute usage monitor. It should also have a break down of what services are using the most usage (like video streaming, social network sites, ect...) and incorporate a unlimited night time usage policy like Plusnet (BT's sister company) has done.
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BT Broadband ripoff!

On my telephone exchange we have BT as the only provider of broadband. Because of this we get a maximum connection of 5Mbit.
My question is WHY am i paying £25 a month for 5Mbit where everyone else who lives a few miles away pay about the same for fibre broadband? Why is BT ripping me off on my connection and using the excuse that my exchange has not been fibre enabled and never will be. So why not charge a lesser amount for a FAR FAR slower connection.
I think a letter to Ofcom is required becuase I am not happy with this situation. I know there are places in the UK without broadband at all so come on BT instead of giviing the wellthy in the cities faster connections why not give us people out of town a half descent connection first. By my calculations if you are charging around £25 for 75Mbit then my 5Mbit connection should cost a maxium of £2 per month!

If top level broadband could be provided to everyone at the flick of a switch I'm sure they'd have it by now. But it involves a great deal of work and, given that telecoms is a competitive business and not a public service, a return on that investment. Supply and demand I think it's called.
It's not only broadband that country dwellers are deprived of. For the most part it's also binge drinkers, muggers, inability to park outside their home, smelly takeaways, litter, noisy neighbours, traffic jams, riots, ugly blocks of flats, and much more. They do sometimes get a nice line in wind farms though.
You can click the white star next to this message if you think it was helpful.

Why can't I connect using face time

Both myself and my sister have FaceTime enabled, and both have broadband, so why does it not connect, what have we missed, Doog.

See here http://support.apple.com/kb/HT4319

Outrageously high broadband fee by monthly direct ...

Confused by constant increases in Monthly Direct Debits, spoke with the indian helpdesk on numerous occasions over the past 12 months and to be honest I am outraged by the change of paying an increase in a Broadband Only option 3. Look if I take up a 12 month contract I know how much over a 12 month period I should be paying. Please do not try and tell me how to work out the BT way of billing! When they originally sell you a service, its generally pay X for 3 months then goes up to X for the rest of the period, so why do BT feel the need to increase your payments. The last conversation I had was because of the predicted useage on my telephone, BT felt the need to increase my monthly direct debit? Why? I have never used the the BT landline for calls, it is a broadband only option so why are they using this predicted useage! Listen, when I took the service out it should be £11 a month line rental and £ 25.99 broadband, so why am I constantly fighting to keep my broadband amount to £37 a month (which I am more than happy to pay, or was anyway), which it should be, but instead I am paying £49 a month for broadband only!!!
£49 a month for broadband... Incidentally started doing some investigation on other service providers and what I am paying is more than double. Also to top it off the exchange I am on only handles 2meg download.
Can someone investigate this immediately because I am not prepared to contact your indian helpdesk who are totally useless.
Thanks

Hi stevem1981,
Welcome to the forum.
I think Ectophile's right, it sounds like you're on a Monthly Payment Plan, where a set amount is taken from your bank account each month, and then you receive a quarterly statement advising of your debit/credit balance.
If your account is in debit or credit by a large amount (and this is relative to what you pay monthly) then the amount is reassessed and increased/decreased accordingly.
If you can send in your forum username and BT account details to the email address registered against my profile I’ll check this further for you.
Thanks,
Stephanie
Stephanie
BTCare Community Manager
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’.

Complaint over poor customer service - Broadband ...

Just thought I'd get this off my chest, as I'm fed up with BT retail and now looking to switch.
Previously no issues with service. My exchange implemented CN21 on 21st May. Since then I've suffer from random disconnection. The heavier the usage, the more frequent the disconnection. Approx 3 - 25 per day.
Both my wife and I work from home so it is pretty crucial to have a reliable connection for video/voice calls and vpn.
Intermittent disconnection occurs whether using HH 2.0b / HH 2.0a / Voyager 2500V. I kept buying new routers just in case it was hardware issue. Now have the 2.0b on as it is much light years faster in accessing admin menu than 2.0a for answers.....
Before CN21 I got about 5mb down / 446k up. After CN21 it improved to about 11mb down 1.2mb up. Happy days I thought, but then the disconnections and I now get about 0.5mb down 0.4mb up.....
I had some holidays and was working away for some weeks so I just got on with it when it dropped. When it became too annoying I reported at start of august to http://www.bt.com/consumerFaultTracking/ received an appointment. No engineer turns up.
Phone 08001114567. They say I should have reported it to them instead as method I used is only for phone line problems, not broadband. Actually the web pages are not that specific, otherwise I woudn't have reported in this way. It says 'Phone and Broadband problems'....
The first engineer arrives. Informs me that I haven't gone through last test of having adsl wired to test socket, and that, most likely problem will be in the exchange due to upgrade and that when many users log on its probably disconnecting me.
2nd engineer cannot find any issue with testing. Changes master socket with an ADSL 2000 variety (separate port adsl / phone) just in case. As he drives off I get another disconnection.
3rd engineer does not arrive. No courtesey phone call to let me know, not handy when time is money. After mentioning to 08001114567 on failed appointment that I did not got a confirmation call/text message confirming appointment like other times, they make another appointment. Mention that sometimes disconnection happens when 'analog' home phone line is called or is rung out on.
4th engineer arrives. Openreach phone directly to confirm appointment made. Engineer cannot find any issue with testing. Decides I needs master socket replacing just in case. Informs me next action would be a 'lift and shift' at the exchange, to stop any fault with new hardware card at the exchange, and that wholesale have to be convinced this is necessary as hardware is 4x more expensive.
Via BT retail some more remote testing on the line. Some thing may have been found. and connection is 're-built' with other 3rd party remote help desk. From here on in, the line speed starts to drop down to a few times faster than dial up. As it keeps re-syncing, it goes down to find a more stable speed.
5th engineer. Same internal testing no errors found. Confirms that connection and speed is the same at box at the end of the street as in my house. Outside property connection between street and property wiring also checked, and just in case a junction? is replaced.
More remote tests from BT retail remote confirm. What? Unknown... Unable to explain, other than we're doing some stuff. What Lift and shift is noted by BT retail as the next action.
6th engineer appointment made. As no confirmation received by text or phone, I call 08001114567 again so I don't waste my time with no engineer arriving like no.3. BT retail says 'we'll get on to them to check why no confirmation'. Couple of repeat follow up calls confirm that as no confirmation received, nobody will arrive. Interesting that openreach engineer does arrive and leaves card saying sorry we missed you....
7th engineer appointment. Helpdesk now says, you should not get a confirmation message, they just book it. An engineer arrives. He's a telephone engineer with no idea why he is there. He does some testing and leaves.
8th engineer appointment. This engineer is from 'Operate' who only work for BT retail. After 30 secs arrival armed with a new Home Hub, he admits he has no idea why he is here as he can see the ADSL 2000 face plate. Nothing he can do. Tells me that the next step is with BT Wholesale, and BT Wholesale do not visit properties. They do their stuff in the exchange and will not need to visit, so no need to waste time staying around for an appointment. After the wife gives him both barrels, making him squirm for 15 mins, who is the chief executive to complain to etc, he leaves, with a firm commitment that I will be contacted within 48 hours. This was last thursday lunchtime and its now monday evening. No phone call received....
New phenomenon since saturday I now also start to lose dial tone on 'analog' home phone line and cannot make call until router is reset or somebody calls me?? At the same time Broadband Talk VOIP phone line can still work.???
Ring BT retail. Adamant on the phone that I need to speak to a supervisor, I want to make a compaint, I want to talk to somebody who can make decision. Eventually baffles the helpdesk, as the discussion goes off piste from the pre defined script. Perhaps script runs out. Agrees for supervisor to ring me back in a couple of hours.
Supervisor rings back within couple of hours. Brilliant. No predefined script. Will follow up asap on both why nothing has happened, and also on potential PSTN phone issue. 30 mins later he rings back and says there is a fault with my phone line, phone line needs to be fixed, and consequently the broadband will hopefully then resolve itself. I'm patched through to a local call centre 0800 800 151. Sir there is a fault on your line, it has been reported to the exchange, they have to get back to you within 3 days, here is an email, here is a sms, showing how you can track the fault.
That's the theory.... hopefully by Thursday I have a reliable connection again.
I understand it can be a tricky situation finding out where there is an issue on an intermittent fault, it could be anywhere as you can't trace. What is unacceptable though, is that you have to start understanding somebody else's business to get things done. I should not need to understand relationship between BT retail / Operate / Openreach / Wholesale to get things moving. How can BT retail have a system where they cannot appropriately book appointments, and cannot see in other systems to see if something is booked. It's a massive waste of my time when nothing happens. I dread having to go through the call centre front line support, mostly it's a painful experience with polite people on scripts thanking me ever so much again and again. All the engineers arriving seem to hate the system. They have no knowledge of previous engineer visits and vice versa with BT retail.
Will it be any better elsewhere, I know there are limitations of the system that has been created, but the grass seems very green elsewhere.
I should add it took me 6 weeks to join BTBB in 2005! Countless help desk phonecalls, to eventually uncover stupid clerical error....

I truly feel sorry for you, I myself over the last two weeks have experienced the same problems
Twice no engineers called, and twice I have had engineers call and verify there is no fault in the home
like months previous, it's all been outside, I had lift and shift, Bas reset, exchange server and basically had so many questions from various people whio obviously have no understanding of what their engineers are telling them im basically on verge of a nervous breakdown after all the rubbish I have had from BT
Where am i now.... exactly where I was weeks ago except back then I had a whopping 356kb of speed and now i have no broadband signal whatsoever. and not had for last 7 hours
and this since their nice engineer visited about 8.30am yesterday morning who tested out all the same things and said exactly the same things as the Engineer who visited a week ago on friday (at least that one turned up)
I get phone calls on my mobile asking if broadband working ... yeah darn nice but not so nice when im at work or shopping and get the normal hang on 2 minutes, I have cancelled appointsments for no shows from engineers on two occassions, and your fed up if only itonlyitworked is a lot less than I am feeling
I feel I have no option now but to change providers as BT do not know what they are doing
and to be honest sad to leave BT after 27years but will have to to save my sanity
I personally would have left them years ago after various phone faults and disconnections and the same old **bleep** and in every case it has been a exchange or BT external error yet we have to suffer
and we only stayed with them due to my wife but even she has reached the stage where she has had enough also.
The biggest laugh of all was last Monday I spoke to accounts who offered me some a reduced rate to stay with BT broadnad for another 12months but i explained I could not agree to stay when I have no no **bleep** broadband... and he agreed and said he would put the reduced rate on my note then transferred me to the help desk which i was dreading.... well I was assured they would have this resolved by yesterday, So a engineer called and yip same old story and a bas reset.... we had some broadband but slow andtold it would speed up in 24hours... I felt confident so I phoned accounts to talk about reduced offer but lo and behold
typical BT no notes were put on account but they did have record of me speaking to accounts and how long and then them transferring me to help.... oh I found this astounishing
well today up till lunchtime brodband slow still and then after speaking to technical who came via remote access to pc and later find I have no broadband connection.... BT a total joke
I myself have a Virgin cable broadband hence why im able to write this reply
The only reason we got BT was for oldest sons Xbox/youngest sons school work and to have peace
and they have their own broadband
Boy peace is not something I am getting now and it's all down to BT
I am dreading the next phone call from them it's be the same questions and try this and that
The reason engineers dont turn up I think is because of a useless bunch of people have them running about to too many jobs testing the same things and they obviously cannot read notes left from engineers who call out and test out the same things needlessly.... ONCE should be enough and when a engineers actually phones and says the exchange has slow fault and he writes his report why the **bleep** does if take them to send out another engineer (who may or may not show) to do exactly the same.... I do not know why you survived 8 engineers appointments The stress of have four has worn me out, And i have the dread of knowing I will get a phone call tomorrow.
I must admit they are very polite but their understanding of things is terrible. they need reading lessons before contacting customers.
They also have to unsderstand that When a engineers runs his equipment in people homes and the tests show there is no fault in the home that there is no need to have to send out another engineer.
Just get the external fault fixed

Dial up speeds at broadband prices!!!

Why is it that I have to put up with dial up speeds on a braodband package? The last few weeks I have had download speeds of under 1mps, last time this happened after a few weeks of complaining I got up to 6mps and gradually the service has degraded again. The question is if 6mps is possible after some adjustments at your end (BT) why can you not provide this service consistantly? Why is the UK in the dark ages when it comes to broadband? Why is BT spending so much time concentrating on upgrading cities who already have a decent level of broadband and not finnishing the job elsewhere and letting everyone have a good level of broadband? When I am told my exchange will be upgraded in the next few years and I will get Up to 6mps I wonder why BT is ignoring this now and speeding up areas that have more than that now?
Why is my broadband so slow? Why do I have to pay full price for an eighth of the service??????

These are my test results..... Pathetic really.
FAQ
Test1 comprises of Best Effort Test: -provides background information.
Download Speed
621 Kbps
0 Kbps
7150 Kbps
Max Achievable Speed
Download speedachieved during the test was - 621 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 7150 Kbps
If you wish to discuss these results please contact your ISP.
If you are experiencing problems with specific applications, servers or websites please contact your ISP for assistance.
Your test has completed please close this window to exit the performance tester.

Renewal of Broadband Option 3/ Broadband Talk disa...

Where to start...
On Thursday we decided to contact BT about renewing our Broadband Contract for another year and enabling BT Sport on our Sky box. Sky had spontaneously offered a great deal to switch to their BB but we were happy with BT after having Option 3 and Anytime Broadband Talk calls for some years.
I did explain the reason why we had the package we did to the person on renewals. I am a carer for my mother who after a major stroke is paralysed and bedbound and has very limited communication. We need daily contact with hospitals, carers etc (hence paying for a 24/7 call package).
I explained we had just one phone. Not a landline phone. A BT 750 using Broadband anytime talk catering to her needs.
We were given a renewal figure, asked if we wanted to save money by paying line rental in advance - so I paid £141 for this purpose.
The lady tried to set up BT Sports using our Sky card number without success but said there was a procedure form to send to Sky to resolve this.
An hour afterwards I tried to use our BT 750 and got a message saying 'You cannot make or receive calls on this phone'. I rebooted our old hub, twice, without success then called BT. I had to use my mobile and used up all my credit. As a carer it is five days before I can leave the house to get more as carers give me 2 hours per week when they take over so I can go to shops etc.
In desperation as to what to do I tried pressing 5 (as you could do to get a landline call) - though, as I had told the person renewing us, we never used our landline as we paid for a 24/7 anytime call package on broadband so why would we.
This got a signal and I gambled on calling BT this way (hoping an 0800 number to be free even on the landline - as it was NOT free on my mobile).
It took almost 3 hours and countless holds being passed throgh about 8 different people around the world but nobody could fully resolve what had happened.
I was told that I should have had a letter about Broadband Talk ending (I had not heard of this or got a letter) and that renewals were now adapted to the same package on the landline. This meant we lost the broadband phone number alloted to us when we joined BT broadband from that moment of our renewal. This loss was never explained during renewal as it obviously creates massive problems for us. ALL our medical support (lots of it) have that broadband number and have used it for years - not the landline number we now discovered that we had to use for everything instead. I was told just to let everyone know as they would be unable to get hold of us now otherwise!
Worse still, whilst we had paid for Anytime broadband talk from the off years ago (our last bill was £142 for 3 months so not on a cheap deal) we now had a SEVEN DAY gap before they moved this to our landline. Why? Nobody had a clue.
So we were supposed to either leave my mum in danger by not having any way for medical teams to contact us for a week or pay for all these calls to notify them of the change of number before our 'renewal' kicked in a week late.
I kept asking why they did not just keep the Anytime Broadband Talk going for 7 days until the switch to landline (after all we were paying constantly for years and just renewing not a new customer) or apply the switch to Anytime on landline immediately. Nobody knew. Nobody could fix it.
One very fine chap in cancellations (after 3 hours we had had enough and wanted to quit BT for Sky) said he would try to fix it overnight and was very helpful. But his attempts to cancel and rebook simpy made things worse. I had to pay the £141 line rental a second time and after trying to get our Broadband Anytime number/calls back immediately (no) or our Anytime Calls on landline immediately (no again) we ended up with it being pushed back a further day to 8 days without a call package by this method!
Our BT 750 receives no incoming calls (even from those calling our 'new' number) and we can only call out from it by pressing 5 and (we assume) paying for every call to notify essential medical staff.
I guess we also now need to buy a new phone which is not fair on us as all we wanted to do was renew our broadband with BT!
Over two days on nothing has changed, despite more calls. It was suggested we pay for the calls and if charged argue it out on our next bill in October. As I had to give up my job to look after my mum 24/7 some years ago I regard all of this pretty horrific treatment by BT. We are not exactly rich.
To cap it all the order confirmation e mail has never arrived. Another 30 minute call via 3 people brought a promise it would be with us within 4 hours. That was yesterday afternoon. It hasn't.
Oh, and we now have a bill today that will come out of my bank by direct debit soon. This charges us both for landline - as we have not paid this, it says (despite paying TWICE the £141 advance savings rate) - and charges for the coming 7 days for our Broadband Anytime Talk package. The one they took away immediately from us leaving our phone useless!
You could not make it up
And it also charges us in advance for 6 weeks for our Anytime 'Evening and Weekend' calls on landline into August despite we having taken out an ANYTIME 24/7 call package for all the reasons I have explained to about 10 BT personnel all across planet Earth in the past 2 -3 days.
I am astounded that such chaos can ensue over what to me seems a simple request - to just renew the BT broadband and calls package that we have had for years for another 12 months.
As you can imagine I will take a huge amount of persuasion to ever trust BT again.
Can anyone help, please?

Thanks for your kind replies.
As explained above (Sorry, I know it is a very long post so too easy to miss) we renewed EXACTLY the same calls package that we have always had - which everyone I spoke with confirmed. So we should have Anytime Calls - as that is what we have always had, and paid for (£6 something or other pm was quoted to us when confirming our order).
Even if this had been just transferred from Broadband Talk to Landline we would be able to manage.
Problem is they AXED the Anytime calls off Broadband instantly (without telling us) AND then set a start date of next Thursday for the Anytime call packageto start on landline. Leaving us high and dry for a week.
Nobody could explain to me in all my calls to BT customer services why they did this - especially knowing we were a long term BB talk customer with clear needs for no break in our calls package. Particularly having to notify all the medical staff that the phone number they had for us no longer worked because of a decision from BT to axe it. Without us giving them the number BT have given us now these medical people are all out of touch. And if we call them to tell them of this enforced change then we have to pay because BT have taken away our call package for the next 7 days.
The person who really tried to help us (Andrew - a gem) did his best to get the computer to put our Anytime calls package on landline immediately. But all he succeeded in doing was putting it back to next Friday!
I have checked recent usage and we WERE charged for the one call I made on Friday to urgently notify the local carers. It is already on our next bill alongside the sums for our 24/7 Broadband Talk calls package which they also want us to pay for until next Friday after they took the thing off us last Thursday!
They are only applying free weekend calls - it seems - and as they have twice failed to send the e mail confirmation of our order I suspect this is all they are giving us - despite the fact every BT person I spoke with said we were getting Anytime calls, citing the £7 pm charge for this and despite that being what we had before, what we asked to be renewed and what we absolutely need as I told people over and over at BT.
Doctors, carers, etc need to be called during the day - hence why we have always paid for the Anytime calls package.

A useful guide to broadband, DLM, and other stuff

Dear all,
Here is some information I stumbled over whilst in my quest to understand broadband and why mine is broken. A little old but it will explain some concepts such as dynamic line management (DLM), line stabilisation, errors, and other such things. I hope it will help clarify the truths and the legends and allow people to understand the explanations offered by the technical and not so technical staff!
Good luck one and all.
http://www.thinkbroadband.com/files/broadband-max-myths-and-legends.pdf
thedoctor.

Nice info thank you
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me

My second BT ordeal in six months - second attempt

Oops.. I think I may have only posted the title of this message first time around.
Earlier this year, I made what I thought was a simple request to BT to upgrade my broadband from Option 1 to Option 3. This they did, but at the same time they cancelled the landline I have had for 25 years and replaced it with another number (without my knowledge or consent). It was only when friends said my line was dead that we realised something had gone wrong. The nightmare was finally sorted after several weeks, mostly with help from Patrick Boyle of the BT troubleshooting team.
I am sorry this message goes on a bit but I wanted to tell the whole story.
Now BT are doing it to me again. We have two landlines in our house - one, in the hallway, we have had for more than 25 years. The other, much more recent, is in an upstairs bedroom/office. I have no phone attached to the filter and the fact that we have two lines dates back to the dial-up days. We have both recently retired and my wife tells me it is too extravagant to waste money on two lines. I want to discontinue the hallway line and transfer the number to replace the broadband line upstaiirs, thus giving us phone and broadband from the same socket on only one line. I thought this would be simple.
At BT's suggestion, I called their Customer Options Team, who told me it wasn't them and referred me to Home Movers - who told me it wasn't them ! The woman in Home Movers told me it was a simple matter and then, after consulting with someone else, told me it wasn't a simple matter . It would, she said, have to be dealt with by another department (not sure which) as it was no longer "Customer Facing" and would have to go "offline" Translated, I think that meant another set of hands to mess it up. Anyway, I explained what I wanted to the Home Movers woman and got her to read it back to me, so I coulld be sure my request had not been misunderstood. She said she would pass it on to the right people
To my horror, when my "order" appeared on My BT a couple of days later, it was completely wrong. BT proposed to switch my broadband line downstairs, thus making it impossible to use our broadband properly. A desk and monitor in our hallway !! AAAGH !
I have spent the last couple of days trying to cancel this incorrect order and last night spoke to a woman in God knows where who didn't speak English well and I'm still not sure she understood what I was saying. I expect I will end up with no phone and no broadband.
I have now been told by someone else at BT (it's like some lunatic merry-go-round) that all of the above was irrelevant as I should have spoken to the Billing Dept and asked them to "Number Port" my downstairs line to become the broadband line, thus achieving what I wanted. Does anyone know if this latest version is correct? I have now explained what I want to about four or five different people !
Dealing with BT is like spreading a rash - the more people you speak to the worse it becomes. This morning I received a call (8.25am from India) thanking me for my request to change my email address. AAAGH !
No one seems to be able to give you a definitive answer about anything and you just get passed from department to department. BT is a monster out of control. I don't trust anyone at BT (except Mr Boyle) to give me correct info
I am sick, sick, sick of BT's incompetence and my wife has implored me to leave things as they are (two landlines) in case we end up with no phone or broadband. Why should a paying customer have to put up with such appaling treatment? Can you imagine John Lewis or M&S treating their customers like this? What's Sky's number ?

Hi David,
I couldn't say for sure without looking at your account first but if we are able to do the cease and then transfer the number across it could take a day or two for the renumber order to complete. Your Broadband service shouldn't be interrupted during this. It does mean that the number currently active in your hall will be inactive for a few days until the renumber order completes.
The link in my profile is http://bt.custhelp.com/app/contact_email/c/4951 that should make it a bit easier to find
Once I have those details I should be able to say for sure how long the hole process will take. I can totally understand your wife's frustration it does sound like you have been through a bit of a nightmare recently.
Thanks
Paddy
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 :-)

At the end of my patience with BT

Two weeks ago, a rushed delivery driver rounding the tight corner in the dark outside of my house crashed into my telegraph pole (actually on the roadside). It made a very loud noise, I rushed outside but he had driven away leaving part of the vans trim behind (which I have still got). I find it hard to believe that the instant problems that I have had with my telephone and broadband since then are not connected. Initially I noticed that the telephone line was very noisy, then I noticed that the broadband (usually 6.5-ish MBps) was much reduced - I used the BT Wholesale Speedtest and discovered that it was 3.9 MBps,
I contacted Technical help, going through the checks they identified that when we unplugged the broadband line the telephone instantly cleaned up, they ordered me a replacement Hub as they felt the original was faulty (they were not interested in the Telegraph pole story). The Hub arrived 2 days later and I fitted it - no change, I called in the problem again and spend a couple of hours going through all of the checks, including getting cut off a couple of times during transfers between Departments which necessitated calling in again, starting from scratch. It was suggested that the reduced IP profile and slow speeds was the result of the new Hub not being stabilised and so I was asked to leave it a few days, if it hadn't levelled out, call it in again.
It didn't magically mend itself. I spend another couple of hours trying to get to someone who can help but 'the script' is unavavoidable. I was cut off at least twice being transferred to 'Level 2' which meant 'start again from scratch'. Because of the noisy line and the amount of time involved I also tried the Online Live Chat on 3 or 4 occasions but was unable to get anywhere - it is so easy to get 're-queued' when the problem outstrips the agents grade, Everyone was very kind and caring using the exact same apologetic phrases, no-one owned the problem enough to solve it. I asked to be transferred to the department who would handle my cancellation, at last, someone based in the UK!! I vented my total frustration and she was most sympathetic, I explained that the offshore call-centre and the convoluted telephone system was not working for me, she was sure that the engineer who I had been allocated for the next day would sort everything out for me, on the spot. I relented putting my total disatisfaction down to the fact that within the last 10 days I had probably devoted 12 hours to simply reporting, testing, waiting on hold for an advisor, or using the Live Chat - like everyone else - I simply don't have time for that the week before Christmas. I am a Phone, Broadband and Vision customer, Vision is useless with low speed, phones are useless when so noisy, broadband is pointless when contantly dropping out.
The engineer visited, he replaced the main socket to a brand-new one as the existing socket (although the newer vision style, one socket above the other) was known to have issues. The phone was quiet, broadband showed 4.5 MBps but that was because the IP Profile was 4.5MBps - he suggeated I call it in and get the Profile reset. As he left I was on the phone, I waited 12 minutes to get through to 'stage 1' and noticed that as time passed the a noise started and grew to the same level as before his visit, I then spent another 3 hours reporting the problem, getting disconnected, starting again, getting cut-off when line testing whilst I was invited to accept a call on my mobile which being in a poor reception area was always going to be a bad option, then getting cut-off again between transfers to 'Level 2' and restarting the whole thing from scratch. Ultimately a very nice Level 2 lady promised me that unlike my experience to date, she would personally ensure that my Profile was improved and call me the next morning (today) between 9 and 10am to confirm everything was ok and if not, send out an engineer. By 10pm last night I indeed had a connection speed of 6.9MBps, the phone line was quiet, my Profile was 7.1MBps. She called this morning and I thanked her for her help and we went our seperate ways.
Twenty minutes after her call it rained, the phone line became very noisy, my connection speed dropped to 2.5MBps dropping out every 5 minutes, disaster. I called it in again, another wasted 2 hours that I will never get back, only cut off twice this time, on one occasion I got a voice mail message saying "we were cut off, call in again and someone will help you" I felt quite angry by that point. On my final try I got through to someone who listened and has arranged an engineer for Tuesday (Christmas Eve!) but that as he can see nothing wrong with the line, and as the noise cleared up during the course of our conversation, that I will possibly get charged £129 for the privilige. Throughout all of this, no-one would consider the Telegraph pole damage as a potention cause of a HR fault, especially in the presence of water from rain. I have tried to get it across but one of the Bangalore crowd just gave me Openreach's telephone number to get it sorted, I only realised that was a 'get rid of him' tactic when the chap at Openreach said that basically they only deal with poles knocked over or dangerous in some other way.
The last Adviser suggested I left it a few days and if not resolved call it in again, it was 13.03pm, I explained that it had taken from 10am to get to that stage with him, there was no way I was going to start from scratch reporting the same problem on Monday, he promised to call me on Monday (the day before the engineer visit was arranged) so we had time to cancel it if all was well (although as nothing was being done in the meantime, no IP profile reset etc it was most unlikely to mend itself by my past experience) He thought it was probably a faulty Hub, he asked me to refit the original which I did, the inevitabilty of the eventual fail is so draining.
I live in a Rural area, there is no fibre optic, I have spent the last few minutes prior to registering on this forum investigating Satellite Broadband. Why can BT simply not send one person, capable of broadband AND phone? Why is the Indian Call-Centre so regimented in adhering to a standard script showing almost no initiative. What ever happened to the UK Call-Centre? Most importantly, bearing in mind that my current fault is the same as it has been since the van-crash - what do you Moderators suggest that I get the engineer to specifically do if on Tuesday when he turns up he finds 'no-issue'? - ask him to wait for it to rain?
Apologies for this long rant but the inability to talk to a UK based, free-thinking Technical Help and Customer Service Departments must be costing a fortune. Forget the savings in running the technicians abroad, they cannot possible offset the wasted time, replacement equipment thats not needed, engineer visits that are not addressing the real issues (my first engineer was telephone, not broadband) and the resulting customer disatisfaction must force customers to leave BT in droves. I used to be with Plus Net and only transferred to get Vision, Bt own Plus Net, they could learn a great deal from their Customer Service model, this is all so sad.
Regards
Scott
Solved!
Go to Solution.

Engineer called on Christmas Eve and diagnosed a HR fault which he struggled to find. In the end he re-routed the line feed back to the exchange (700 metres away), found the connection in the exchange, came back to the house and the phone line was silent and the broadband experienced a solid connection. Since then I have had a 4.8/4.9MBps connection as the IP profile is set at 5MB. I received a call from the Tech in Bangalore who put forward a reset for me but being by that time 5pm on Christmas Eve It would be unreasonable to expect it to be implimented before the end of play on Friday 27th - so I am being patient.
Many of us, who have vast experience, feel frustrated by the call-centre 'script' system that treats us all the same ("have you tried turning it off and on again? What colours are the lights on the front of the hub?"!!!) But just how do you get the Call Centre staff to appreciate that some of us can diagnose quite complicated problems on our own, and only contact them when we know an engineer is required on-site? Personally I would PAY to have a way of contacting a UK based BT Tech Support that could listen and respond appropriately, for BT, surely that would save them time and money too.
So other than the IP profile issue this is now solved, it was a High Resistance fault, I told them that when I first reported it on about 12th December (at which point the Bangalore Call Centre Chap said "what is a HR fault?" - I had to explain it). Since then I have spent probably 14 very frustrating hours on the telephone to BT (in the busiest week of the year), had two engineer visits (the first was a 'phone only' subcontractor not trained in broadband, the second fixed the issue) and I have also been supplied with a new Hub (which was unnecessary, I did point that out) and I am left feeling let down by their inability to listen and consider that the customer may have been right.
If the speed issue is not resolved I will re-post stage two of this saga, other than that I do hope that I do not need to come back to post on the forum again. Simple faults turn into extended and unbelievable drama thanks to the way BT organise their customer service nowadays, everyone has at least one story, some have many. I have 10 months of my contract left, maybe I should go back to PlusNet ? They have UK based sensible staff and when I have experienced a fault in the past I have left it to them to bludgen BT engineering into mending the infrastructure, saving me doing do the leg-work, wasting all this time and getting frustrated and stressed myself.
For those still struggling with the BT behemoth I sympathise, I hope that you are lucky enough to get through to someone who takes you seriously and does not let go of your problem until it is solved.
Lets all hope for a Happy, Prosperous and Fault-Free New Year!
Regards
Scott

10.8.2 update times out, cannot install

I have tried it from the app store as well as through the website. When downloading form my browser, the download freezes at a certain number every time. In the app store I get a time out error (error 102)
I have tried restarting and repairing disk/disk permissions
Anyone have a solution?

same thing here. i live in africa and do not have the best of broadband but why cannt Apple create a decent resume doanloadmanager. it seems it starts all over again each time i get the error and have to restart
shame on you Apple !
if the update manager would continue where it stopped no issues there
but alas it doesnt seem to work like that

Broadband suspended - Why??

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