BT broadband and lack of service

Hi have been having problems for about 5 weeks first three no internet over 1 meg all the time.
After various phone calls to BT and line resets, tests etc managed to get OK speed through the day but still the same in evening and weekends, engineer came out tested line said house and line are fine he thought it was usage/traffic and to contact BT with this which i did.
So far have phoned them said they would phone back and havent on several occasions even had one say my line test was ok and speed was fine, argued it would be through the day and to check my BT speedter result which has now become religion as proof of what i am getting.
All these problems started on August the 12th and am at the end of my tether, really do not want to swop from BT as i have been with them years but do not know what else to do as i keep getting told we will phone you back when speeking to their technical team but never do.
Please any advice would be of great help and much apprecaited, ohh im also dislexic so pardon my spelling.
Solved!
Go to Solution.

FAQ
Test1 comprises of Best Effort Test: -provides background information.
Download Speed
1050 Kbps
0 Kbps
7150 Kbps
Max Achievable Speed
Download speedachieved during the test was - 1050 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :6976 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 5500 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.
here is my test result from speedtester.bt.com

Similar Messages

Very Slow Broadband and Poor Customer Service

Hi,
Since April we have been having issues with our broadband line dropping the connection and terribly slow speed (around 0.4Mbs). We have had 3 engineer visits changing the master socket, home hub, filter and even work done out in the road. Each one has supposedly 'fixed' the problem, only for it to return to the very slow speeds within a week or so.
Our fourth engineer visit was booked for this morning, and the engineer failed to arrive. I received a phone call to say BT needed to re-arrange the appointment as the reason the engineer hadn't arrived was because BT had decided that it needed to be a 'multi services' engineer not a 'external' engineer.
I didn't even get an apology when I pointed out that I'd taken half a day off work to wait for the engineer when I could have been notified that the visit had been cancelled. Unfortunately we got cut off before I could re arrange the appointment so I called back, only to be told by the next person that in fact the reason the engineer hadn't attended was because of a BT OpenReach outage. After re-arranging the engineer visit I've now been sent 2 confirmation texts one to say they will be coming on Friday, one to say they will be coming on Monday. Hence another 10 minutes of my day calling to confirm when they would actually be attending.
I have also been incorrectly charged the £129.99 Engineer Home Improvement Charge as a result of the 2nd engineer visit due to an ‘admin error’. This was refunded to my account following 3 phone calls (one to ask why the money had been credited to my BT bill when I'd specifically asked for it to be returned to my bank account) but it caused me to go overdrawn in the process incurring bank charges.
I have raised 2 complaints, but no-one has contacted me concerning them (now 2 weeks and counting). When I finally lost it and called to cancel the contract I was told that as I was still in my minimum term I would have to pay £208 for the pleasure. My counter argument that for a total 3 months BT have not been providing the service we’re paying for seemed to fall on deaf ears.
I don't run a business, but I'm pretty sure this is not how to do it...
If anyone has any help/advice it would be greatly appreciated.

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
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
is there any exchnage problems listed http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
http://bt.custhelp.com/app/answers/detail/a_id/15036
http://community.plus.net/exchange-information/
Someone may then be able to offer help/assistance/suggestions to your problem
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’.

Extremely slow broadband and lousy customer servic...

I have just changed to BT and boy I wish I hadn't. After 10 days for it to "come up to speed" it didn't (download speed of 120 Kbps). I have fitted an accelerator which didn't make any difference and it has taken 3 phone calls of about half an hour each duration for someone who I barely understood telling me that I had fault. I knew I had a fault as I was told 3 times. The customer support team who was told would call me back at a specific time didn't and now I have been told that an engineer will come out in a weeks time to solve all my problems - if only. BT, I am totally disappointed with your service and wish I had never changed as talk talk who was originally with was very fast. Is there a cool off period where you can cancel the service?

there is no cool off period - you need to cancel before service is provided.
if yyou would like some help/suggestions can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester http://speedtester.bt.com and post the results.
are you connected to the NTE5 master or test socket or somewhere else? Do you have any phone extension sockets in your home?
Someone may then be able to offer help/assistance/suggestions to your problem
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’.

Will slowness and lack of service be improved?

Here is a list which I copied from mac.com ...
System status (last 30 days)
07/20/2006
EMail was unavailable for 2 hour(s) for some .Mac Members.
07/18/2006
EMail was unavailable for 45 minute(s) to some .Mac Members.
07/18/2006
EMail was unavailable for 3 hour(s) to some .Mac Members.
07/17/2006
EMail was unavailable for 15 minute(s) to some .Mac Members.
07/16/2006
EMail was unavailable for 15 minute(s) to some .Mac Members.
07/14/2006
EMail was unavailable for 15 minute(s) to some .Mac Members.
07/13/2006
EMail was slow for 30 minute(s) to some .Mac Members.
07/13/2006
EMail was unavailable for 15 minute(s) to some .Mac Members.
07/10/2006
EMail was unavailable for 1 hour for some .Mac members.
07/06/2006
EMail was unavailable for 30 minutes for some .Mac Members.
06/24/2006
EMail was unavailable for 20 minutes to some .Mac members.
06/24/2006
EMail was unavailable for 1.3 hours to some .Mac members.
06/21/2006
EMail was unavailable for 5 minutes to some .Mac members.
06/20/2006
On one hand, honesty is so important to me ! Mac deserves many points for this ! On the other hand, I am very disappointed about this poor performance. There are times when I need to have an E-mail within 30 seconds, and AOL, e.g., does that, with NO unavailable time. What is wrong at Mac, and how can it be fixed, and will it be fixed? I have waited about 3 or 4 minutes for an E-mail to arrive from my AOL. Will this be improved?

There are times when I need to have an E-mail within 30 seconds,
and AOL, e.g., does that, with NO unavailable time.
There is not an incoming mail server or email account provider anywhere or anyhow that does not have an occasional down time for some of their customers.
This can and does happen with AOL - it just hasn't occurred at the same time or was very brief.
I have waited about 3 or 4 minutes for an E-mail to arrive from my AOL.
This is not determined 100% by the incoming mail server. Electronic messages do not take a straight line from the sender's SMTP server to the recipient's incoming mail server. There are usually a number of stops and minor delays can occur anywhere along the way. Although electronic messages are usually delivered almost instantly, there is no guarantee this will occur.
If you don't mind me asking, what is so important that receiving an email within 3-4 minutes vs 30 seconds makes so much difference - especially if sent or forwarded from your AOL email account to your .Mac account?
Since this is a user to user help forum only that is provided and moderated by Apple, no one here can answer your question. If you are involved in life saving events that demand all electronic messages be delivered after being sent within 30 seconds or less without question (which there are no email account providers who can guarantee this), you should cancel or not renew your .Mac account at the time of renewal especially since a .Mac account is intended for personal use only.

Problems with Sky Broadband and Talk services in Derbyshire and Nottinghamshire | 05 August 2015

If you live in Alfreton, Clay Cross North Carlton, Tickhill, Whitwell or Worksop we know you're having problems getting online and with making calls this evening.
The problem has been caused by a break in fibre cables near to Chesterfield town centre.
We're working with the local authorities to gain access to the site of the fault.
The latest news we have is that repair work is likely to start late this evening once access has been granted and it could carry on overnight tonight. We'll provide our next this update if we receive any news this evening.
Calls to emergency services are unaffected.
We're sorry for any inconvenience caused.
Last updated: 17:30

MissChandler wrote:
I want to cancel my broadband and Talk services only, keeping my Sky TV. First of all, is this possible?
Second of all, how do I go about this? I don't have a phone and I'm not calling on my mobile with those extortionate charges to be on hold for hours and for Sky to try and "resell" their services etc.
You can cancel your broadband and talk services and keep Sky TV but if you do this and don't have another provider lined up then you will be without both.
Calls to Sky are charged at local rate so if you have free minutes on your mobile with your network operator then calls to Sky are free as they would use these free minutes. Sky will only accept a cancellation by speaking the the account holder.

No Customer Service and lack of product display

Today I made the trip to our local best buy in Lexington Park(California), Maryland where we have bought all of our tv's and electronics. We have decided to get a new 70 in led tv for our living room. My wife and I were very disappointed in the displays at the store. They didn't have any tv's on display that were bigger then 60 in. We waited over 20 mins for a sales person to come over and ask us if we needed any help which never happened. It was around 10:30am on a Monday morning so the store definitely wasn't busy, it is a small store and we noticed there was only one other couple in there at the time(which also no one walked over to them to ask if they needed help). I saw 4 workers just standing around on the floor talking, there were 2 at the door as "greeters" who weren't doing anything. So after their poor customer service and lack of displays I will never buy a tv from Best Buy again. Also it doesn't say much when we went to WalMart and found multiple 70 in tv's on display & in stock which were cheaper than Best Buy online and in store, which is saying a lot because our local WalMart NEVER stocks anything. I thought Best Buy was an electronics store?

Hello Drumm42,
Thank your for taking the time to write to us! It is ever our goal to ensure that you get the help you need when you visit one of our stores. I regret that our representatives at the Lexington Park store didn't take that aspiration to heart when you visited recently. I know that I would be -- and have been on some occasions -- frustrated by such neglect.
Considering that you weren't able to find a selection of TVs in the size you were hoping to purchase -- and the lack of attention from the store's staff -- it sounds like your overall experience was far less than ideal. I realize that you weren't approached while in the Home Theater department, but did you speak to a representative or manager about your experience?
John|Social Media Specialist | Best Buy® Corporate
Private Message

Merging Broadband and Phone Accounts

New to the Forum. I hope someone can advise.
I have old BT Yahoo Broadband and am currently paying around £26.00 per month for the privilege. I spoke to BT about getting a better deal early last year and was placed on a less expensive contract, but when I checked my bill in August, I found the charge had reverted to the higher amount again.
On 19 August, I phoned BT and asked to be placed on their £16 per month unlimited Broadband package. I was told that this would take between 9 and 14 working days. In order for this to be done however, I first must have my Broadband account merged with the account the phone line I use for Broadband is on, as they are separate (‘unaligned’).
Yesterday, 17 working days later, I phoned and spoke to a helpful lady who, after speaking to her manager, contacted the appropriate department and arranged for the merger to be done (although I don’t know why this could not have been done sooner). She advised me this could take up to 24 hours. The she would get me put on to the new package.
24 hours later this merger had still not taken place, so I phoned BT and spoke to another adviser who confirmed that the merger request was still open, but that I would (obviously) have to wait a little longer. She said that as these account mergers were handled ‘offline’, there was nothing she could do to escalate it for me. She has promised to phone me back on Sunday (but if it’s out of her hands, I don’t know what she will be able to do if the merger hasn’t taken place).
Browsing the Internet (including this forum), I’ve been reading horror stories of people waiting weeks to have accounts merged – over 3 months in one case! So I haven’t really much to complain about yet, although nearly 4 weeks have now elapsed since my initial request on 19 August. I’m not looking forward to the possibility of receiving a quarterly Broadband bill for £78.00 in November.
I know BT are very busy and maybe I’m jumping the gun a bit here, but if anyone has any advice as to what approach to take if the usual methods of phoning and emailing BT do not achieve results, it would be much appreciated.
Solved!
Go to Solution.

Hi Paulus47,
Thanks for the post and welcome to the forum. I am so sorry about the delay in sorting this out and for the lack of info you have been given. I understand what has to happen and will be happy to chase this action up.
It is true that your account has to be merged and this can take a bit of time but shouldn't be as long as you have already waited. I will need to chase this up with the relevant team to get some action taken.
Please drop me an email and include your broadband account number as well as your telephone account number and the link to this thread. You will find my contact link under the 'About me' section of my profile. Just click on my username (SeanD)
Cheers
Sean
BTCare Community Manager
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 that 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 :-)

Nokia 1520 shortcomings and lack of proper support

I have been given a Nokia 1520 as a gift (after i had suggested i liked it). I have owned it for 3 weeks roughly and it's been a total saddening experience. Amongst the countless issues i am meeting are:
- The infamous oversensitive display issue. Can't type any sms or email straigth without having multiple characters repeated over and over. This also means that while i try to scroll the screen i happen to open unwanted apps or unwanted links in the browser or in newsreaders. Also, trying to select a tile to resize/unpin it, it most often results in opening it countless times before i actually manage to unpin.
- Lack of a keyboard allowing me to input Traditional Chinese with Pinyin (It was requested in 2011, ie 3 years ago).
- Timed stroke writing for chinese characters means that if you are too slow (as most westerners writing chinese are) you can't even write characters (maximum timing is 0,8 secs).
- Lack of any form of quick input like swiping or so. Multiple issues also at downloading languages for the keyboard. A nightmare.
- The OS won't allow users to select single words or place the cursor in a specific position inside a word. This can be done in some places but not everywhere.
- Bing Translator honestly sucks and there is a huge shortage of dictionaries and language related resources in the market (nothing comparable to Pleco or Hanping
- Lack of a decent notification bar and a LED telling people they got mail or messages or calls when the phone is muted. This caused me to lose two important jobs.
- Very poor/shaky reception for the phone and Internet. Where my Galaxy Note 2 works full broadband, the Nokia connection goes up and down or is none at all.
- I took the device to Nokia Support Centre in Taipei and the person in charge was a kid who not only didn't know anything about the, now well known, issues of the device but he also got very arrogant, talking carelessly and with a very bad attitude and claiming "people shouldn't buy phones without being able to use them" and "if you tried it before why you complain now?". Tested the phone for 2 seconds and he decided it had no issues, so apparently no chances to have the phone sent for a repair/substitution.
Is this the path Nokia and Microsoft are taking with Windows Phone?
I am so disappointed that i am considering reselling the thing and going back from where i came from, IE Android.
It's a shame Nokia hasn't learned how to treat users yet. I am particularly disappointed at the defective device and at the attitude of the part time, lazy, sleepy teenagers they use in Taipei to cover the service making customers run (or worse since some of those guys really push your patience far above the limits, maybe they don't like foreigners or they are scared at speaking English, whatever it is, it's very uneasy and unpleasant). I have never seen such a bad service for a such a malfunctioning device in my life. I have owned maybe 20 or more devices to date (including old Windows Phones) and never had so many negative experiences piled up all together at the same time
I just wish i had been given a device with some other OS rather than a device with a Beta version of an OS supported by part time staff.

This would appear to be a genuine issue with the 1520. Do not have one so could not comment
- Yes indeed i can grant you it's genuine. Haven't sent an email in the last 2 weeks. Just too frustrating.
I know there is several Chinese language settings but as I am not Chinese could not comment beyond this is not something Nokia could do anything about as it is a core OS issue and not a hardware/firmware one.
- Well, it's easy to see if you have doubts. Enter: Settings-Keyboard and go search for any form of input that says "Traditional Chinese with Pinyin (PinYIn is the romanization of chinese characters. You type say "Wo" and the chinese character for "I" pops up amongst other choices. This has been existing from day 1 in any decent keyboard. It has been requested at MS suggestion board 3 years ago. Is still to be implemented. I find it hard to think how they can sell these phones here (especially considering the relations between China and Taiwan and the fact they use simplified/traditional respectively). It's not only a mad marketing move, it's also politically sensitive. No one normal does that here, believe me.
There's several swiping keyboard shortcuts such as typing special characters or numerals (tap hold the 123 key and swipe to the desired character)
- Sure, then do one thing. Download any swiping keyboard on an Android device and then compare the speed at which you type and amend words. The WP keyboard is primitive. The fact you can't resize it combined with the screen oversensitiveness make it useless. Other Nokias are much much better, but you can't beat a real swipe keyboard, especially if you type as a profession. How can someone use such a keyboard on a device in 2014 is beyond me and and anyone else who has used an Android but even a Blackberry in old times. It's simply inefficient compared to anything else out there. Then we can argue on what we like or not but surely not on its lack of productivity compared to else (whatever else)
As long as the app does not use it's own code anywhere you want to enter text tap and hold to have the cursor appear and swipe to the location wanted.
- Then do a test. Take an email sent by someone else. Then go to the portion of text he sent you in the REPLY mail you are writing and try to select one of the SENDER's words. You'll see it's impossible. Then move down and try to select a single word of your reply. You'll see it can be done. Different menus pop up based on where you are or which app you are.
Same is TEXT PREDICTION. It works in some places, doesn't in others, even when you'd need it
Never used it, as far as I heard especially since tha latest (recent) update this got a lot better)
You don't. Try to be a foreigner permanently based abroad and the usefulness of these tools (Dictionaries, translators, etc.) will appear immediately, especially when you have to handle or even study characters based on ideograms. Now, Android (Which i insist in saying i don't like due to their philosophy), offers not only a good mobile translating app (including a function where you take a picture then just scroll your finger on the words you want to be translated and translation pops up in a moment) but if you don't like it you can also find a wide choice of tools (Pleco and Hanping being among them and their developers having no intention to expand on WP for now and some not even in the future). In this perspective, what for you is useless or secondary, for people like me (and other expats who do business and work abroad) is a killer application. Google got it. Microsoft and Nokia, it seems, don't.
Never understood the obsession with a notification bar when your apps and services all give up constant updates and notifications on their tiles. I would not want a blinking light on my phone ever. If you are unable to check your phone even once an hour that is really not the phone or OS problem. Don't try and pin your own negligence on the phone that just makes you look silly.
Let's try to be constructive. This OS must not be built based on what you as Blog Admin like or don't like. It has to be built to cater for a wide range of users. Now, you don't like that led because apparently your tiles make you happy. I, don't spend all my day watching tiles. I work too so the phone goes in standby and since it's permanently muted (no ring, no vibration), LED is key to understand when i get emails or sms' or other notifications. I am not asking a multicolour LED as in Samsung devices (which allow you to assign a colour and vibration combination to different accounts so you understand based on colour and vibration what is important and what is not; but at least a basic primitve LED telling people "Hey you got mail or SMS". If it's not a LED, a screen notification waking up the phone from standby would to as well. As far as i know it's not present. It was present in many Android devices as both standard or third party app since the very first basic versions.
So you use a Note2 and 1520 at the same time? this may well have nothing to do with the phone and it won't be the first time it turns out a WiFi router is actually at fault.
So what do you do? Go to Starbucks and tell everyone to stop using the free Wi-Fi because your Nokia 1520 needs a dedicated connection and i threaten to suit Starbucks for not letting the King have the whole bandwidth for itself?
Galaxy works fine. Nokia doesn't, especially when broadband gets weaker (Taipei has Wi-Fi also on Metro wagons and any restaurant or other outlet you may think of). Core point is everyone is there reading their content on their mobiles. I am there trafficking with settings and **bleep**. Ended up using my Galaxy which works fine.
Those are not Nokia owned nor operated stores, go complain to them
Let me explain you a basic of marketing so you understand when it's not the case to defend a brand beyond reasonable limits even when you administer their blog.
If i, as a customer, enter a BLUE SHOP carrying a big, huge, NOKIA brand with all people wearing Nokia shirts i (and the other 23 million users who almost stopped to buy Nokia in Taiwan) assume whoever is running it, is running it on behalf of Nokia (Officially or unoficially doesn't matter as they get the license to sell from Nokia in any case). So, if your licensee works good, people are happy and buy more; if the staff shows signs of laziness, arrogance, treating adults without respect, showing ignorance on device's issues (They didn't even know about the global issue of oversensitiveness or about keyboards...the phone was an alien in their hands), people RUN. And i did RUN.
If you combine the bad support with the fact that the device is actually malfunctioning and lacks a lot of basic functions that in 2014 are given for granted, i beg to think that the only users left once they try the phone for one or two weeks will be some Fans of the brand and a few people who need it to watch movies and take pictures but you don't need a phablet for that. When you sell a bad device and have an as bad support that instead of solving the issue denies it you are turning the market in a self-help environment where users get angered (And you can see how many there are about Lumias and 1520 starting to get on top of the list). So, as much as you and I may stay argue in your blog, i think that if this issue is not solved this OS doesn't have much future.
Finally, a phablet is a sophisticated device where screen size, hardware and software package combine to offer a certain experience that ranges from entertainment to work IN A GLOBAL CONTEXT (Not in your garden, in your living room or when you show off the device to friends to let them see all those useless tiles which you can't even interact with as they open when you want to resize them etc. due to the bad screen). It means the device must be ready and functional in your country or in mine or wherever you live. In this case, Galaxy and their cheap plastic trash got it right with the Note family. Others like HTC and Nokia are lagging behind and 1520 in this respect is not helping people who want to jump from Android to Windows Phone to make that jump.
Test the device simulating the job a professional user doess (typing mails all the time, text messages, interacting with web content, copy/paste, translating and sharing data, sending data to other apps in a snap), then multiply that for 7 days a week and then experience the frustration accumulating day after day. In my case, this is further amplified by the fact that i come from a device that has spoilt me allowing me to do things in a snap.
This phone, as is, is no game!

I want to cancel my broadband and pay off my debt.

Recently I was shocked to discover that my direct debit had been altered to £73.50 a month! I was informed, upon contacting your billing people, that this was due to a number of phone calls I had made. I have since discovered that the internet phone which was provided with the Option 3 Broadband package is no longer being produced and, therefore, my free evening and weekend calls no longer apply. No warning was given or any information about this passed to me! I have been informed that the onus was on ME to find this out! I entered a contract and the terms of that contract were made clear to me and that contract has been broken as far as I am concerned.
Ever since I made the terrible mistake of signing up for BT Broadband, I have been treated appallingly and it is my wish to cancel my Broadband and no longer have anything to do with British Telecom or its services. From day one my speeds were absolutely ridiculously slow and I had to go through the indignity of calling an Indian call centre who's staff would give the constant run around with the usual "Switch it on and off again" stupidity. We are talking speeds of less than 1meg which was not what I was paying for. I was even, on a few occasions where I said there was something wrong with the line, called a liar and had the phone slammed down on me. Throughout this time I was charged £65 a month which was way over the agreed amount but I accepted this as I was told this was the charge for installation.
This £65 bill went on for longer than I care to remember (And certainly much longer than was necessary to pay off the installation charge!) so I contacted one of your staff who agreed that I was paying way more than I should have been and so the charge was reduced to £40 a month. I was told that it would always be £40 a month and was assured that that was set in stone and would not change. Once again your staff have lied to me.
I spoke to one of your staff recently, after they had contacted me enquiring about my cancellation of the direct debit (I had no choice as we have no income and are awaiting news on benefits and have a chronically ill baby son so any money we do manage to scrape together goes on train fairs to Great Ormond Street for his treatment. I also have a chronic kidney condition which is potentially fatal and have had to give up on my own medical treatment, essentially condemning myself to death, as I can no longer afford to get to my own appointments. I include this information to illustrate just how terrible our financial situation has become.) explaining that I wished to cancel my BT Broadband and phone package as I am moving home and simply cannot afford to have a landline and internet package anymore. I was advised that I should wait until I had further information on my move, as the moving in date had not been set yet, and call again where I would be able to cancel my package and come to an arrangement to pay off my debt (Which would be around the £140 mark - your staff are unable to give me a fixed sum as of yet) in instalments.
I called today to cancel my package on the date of 24th May 2012 (Our moving date) and arrange said instalment plan only to be told that I am unable to come to an arrangement to pay the debt if I dare to leave British Telecom and that they will have no option but to contact a debt collection agency to claim the amount in full unless I renew my contract(!). It is my understanding that, as I am not in contract with BT anymore, I can cancel my broadband package any time I please and it is also my right to arrange a payment plan without being bullied and cajoled into staying as a BT customer when I have absolutely no desire to do business with this company EVER again.

Hi I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days
They are a UK based BT specialist team who have a good record at getting problems solved
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’

Order Problems - No Broadband and No Help!

I ordered a calls, broadband, and tv package at the end of December, was given an activation date of 7th January, recieved all the equipment and the phone line started. I was told there was a delay with the broaddband and was given a second date of 16th January, but nothing happened.
I've been on the phone with customer service for over three hours over the last two weeks but nobody seems to know what's going on. I keep getting transfered around. I've emailed, but had a standard response and then a ' call back', the person calling back hadn't read the email. I keep having to explain everything over and over again.
Was finally told on Monday that a 'specialist team' was looking at the issue and that they would call me in 48 hours. Still no call. I've lost faith completely and honestly don't think anybody is looking at the issue.
I'm seriously thinking of canceling the whole order and starting again with another provider but I'm not sure whether I'd be entitled to the line rental I've already paid back (I paid for the whole year in advance). I think I should be because the only reason I paid for the line was to get broadband, and BT haven't provided me with the broadband.
Can anybody help me / provide advice? I'd be very grateful.
Regards,
Geraint

Hi gor0,
Thanks for your post and I'm really sorry to read about the delay in getting your broadband activated. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and we'll be happy to help you. You can find the link by clicking on my username.
Thanks
Neil
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

How can I get a credit card re-instated with ITunes/Apple Store? It was blocked due to an ITunes billing error. Called customer (lacking in) service, but they were no help!

How can I get a credit card re-instated with ITunes/Apple Store? It was blocked due to an ITunes billing error. Called customer (lacking in) service, but they were no help! The rep emailed that I had to get a new credit card No way.... --PB

Only Apple Account Security could help at this point. You can try calling Apple Support in Canada - you'll have to find one of the several ways, such as Skype, to call an 800 number from outside of the relevant country - and ask for Account Security and see if they can help. Or you can find a friend who speaks Chinese and ask them to help you talk to Apple Support in China. There are really no other options that I know of.
Note, by the way, that these are user-to-user support forums. You aren't speaking with Apple when you post here.
Regards.

BT Broadbands awful set up service

Hello,
I have a problem both with my broadband and my phoneline so am unsure where to post, but the issues have arisen out of signing up to BT Broadband.
I asked to be switched to BT Broadband in the middle of August, and was told that my switchover date would be around the 5th September. I returned from a holiday on the 7th and plugged in my home hub and nothing worked. I contacted BT and was told that there had 'been some confusion' with my order. This was obvious.
Not only had i been disconnected from Sky broadband, BT had also changed my landline number. I was then told that due to the confusion, I would have to be processed under a new order which would mean i would be without services untill the 16th September. I am wondering why BT were so quick to disconnect me from Broadband with Sky yet were unable to reconnect me to their service.
I have now had to wait till the 16th with no phoneline or broadband and as of yesterday I had no dial tone, and have had my landline number changed again! I have now been told that I will not have broadband untill the 24th September. I have emailed complaints twice only to be told what i already know 'There has been a problem with your order'!
What on earth is the cause of these errors and delays? I am extremely annoyed with the switchover service provided by BT and I am one moment away from cutting my losses and moving back to Sky. I have been without Broadband now for two and a half weeks which is causing major problems as among many other things I have needed to renew car insurance online and am needing to submit several online assignments over the next few days. The fact that complaints have been brushed off is almost as annoying as the delay itself.
I would like a response as to what BT are going to do to rectify this problem or I shall be cancelling my order and encouraging my family to switch away too.

Hi maxwell686,
I'm sorry to hear about the issues with your order, please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and we'll be happy to look into this for you. You can find the link by clicking on my username.
Thanks
Neil
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Installation Problems and Inept Customer Service!!...

I moved house back in August and requested a transfer of my BT phone and broadband package from my old to my new address. My phone line was installed at my new property on 8th September and the engineer managed to get my broadband hub working also, but said the broadband installation team would be back to complete the installation properly.
Needless to say, I never heard anything back from the broadband engineers, but had a working phoneline and wifi. Until two days ago, when I recieved a text saying BT had been trying to contact me and could I call them back on an 0800 number with a VOL refernece number to provide. At the same time my broadband stopped working.
On ringing the number provided, on the 3rd attempt after numerous hours of waiting due to a 'system reboot' I spoke to someone who told me I had requested to cancel my phone line and broadband and that was being actioned. I certainly did not make such a request but did not seem to be able to make any progress with resolving the issue.
After speaking to numerous people on many occasions in different countries and wasting hours of my time on hold or speaking to completely useless, inept customer service assistants, my phone line at my new address has now been cut off and I have no working broadband. Again, after several difficult conversations, I receive an email to say my phoneline would be reconnected but I would have to wait until the 8th October for my broadband - except, wait for it, this was all happening at my old address and I was going to be charged for the priveledge!
Again, more phonecalls, more time wasted to try and sort this - when I asked for the contact details of a customer services manager in the UK to make a complaint and confirm what on earth was happening, I was told this could not be provided.
I have never, ever come across such an inept and completely useless customer service department and if I had half a hope in hell of being able to get through to the right person, I would be cancelling my contract with BT. I am furious.
If anybody has the contact details for a sensible person who would be able to help me with this, I would be really grateful.

Hi sarahbradbury,
Welcome to the community and thanks for your post.
I am sorry to hear about the problems with your home move.
Please send me in your details using the "Contact The Mods" link found in my profile and I will get this sorted for you.
Cheers,
OlgaC
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 that 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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Broadband and phone

I just got my broadband and phone line put on today. I am getting my Internet but not my phone I have tried plugging my phone into the box at the wall and still nothing and when I have tried to get into my bt account it is saying
Your username and password have not been recognised, please try again.
But I have used my login to sign into bt yahoo so I cant under stand how my line can be working for my Internet but not my home phone line.
Can anyone help please?

Hi Sacha85,
Thanks for posting. Activation can take up to midnight for some services. I can check it for you. Drop me an email to [email protected] with your account details and a link to this thread for reference.
Ta
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 :-)

BT BroadBand and Calls

I ordered BT Broadband and calls on 21 October 2013. I am renting a house on a 12 month lease so I placed the order as soon as possible after moving in. I was given an activation date of 11 November. I was disappointed that it was three weeks later but, I though that I should just accept that. 11 November came and went. I recieved numberous textys and messages. An engineer would call. Make sure that you are at the property between the procsribed house for the engineer to have access. Nobody came, Nobody called. I called BT. BT have run out of the cable. Now there are wbout 6 different BT vans operating in the area and they are bursting whith cable. I have regarded this explanation with extreme scepticisim. I have tried making complaints, that does not seem to work, they say that I will be called but it rarely happens. One of the reasons I want broadband is that the mobile signal in the property is very poor, It is not possible to recieve mobile calls downstairs. I have a Vodafone Suresignal which I will plug into the proadband when/if it is installed.
I could record every single call I have made but that would achieve little.
It is always 7 days hence that the engineer will call or the service wil be activated.
what do I do to get a BT socket installed in the house? What do I do to get the services activated - BT land line and Broadband.
Today I have received messages telling me that I am now being billed for the service; I can now use broadband. Not possible as there is not BT socket in the house, just wires hanging out of the wall. I was told that my telephone has been active since 18 December, no it is not, there is not socket to plug it in to. Someone is just having a laugh at my discomfort and unhappiness. While making this message I did get a phone call from BT, I'll be contacted within 7 days. The phone call disconnect my mobile tether connection so I've had to redo most of the message.
Can you advise how I actually get a telephone line installed and activated? How I actually get a broadband service installed so I can actually use the internet and my mobile phone without having to go outside and sit on a bench outside round the corner from my house.
Very dissappointed and very Unhappy person.
Solved!
Go to Solution.

Hi MSB2013,
Welcome to the community and thanks for posting!
I'm sorry for the problems you've had getting services set up with us. I can help sort things out from here. Click on my username and under the section "about me" you'll see the link to get in touch with us.
Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
Thanks a million,
Robbie
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 that 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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

BT broadband and lack of service

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