BT Broadband, style over substance?

I have now been a BT Broadband customer for 6 days. I have had use of my BT broadband for exactly 3 of the 6 days I’ve been customer.
Day 1-3 - 25th, 26 & 27th September 2010
My first impressions were very good. Why?
Slick sales front end. Call answered in the UK within minutes. UK call centre.
Competitive package, clear delivery / activation dates etc.
Engineer and equipment arrive on time.
Impressed with the quality of the equipment (hub and phone).
Getting consistent speeds of 6-7mbps against a BT predicted speed 5-6mbps.
Day 4 - Tuesday 27 September 2010
I get home from work (Brighton, Sussex, BN10) and try to log onto the internet. Internet Explorer opens fine, as does Goggle. However, no web pages will load. I try loading web pages through both the address bar and Goggle search engine – both fail to load any tried website (BBC NEWS, SKY NEWS, BT, ENGADGET, TECH RADAR, YOU TUBE, FACEBOOK, MET OFFICE and SPEAKEASY BANDWIDTH TESTER).
As I’m rather well drilled in tech self-help, so I try the following trouble shooting techniques.
Turn my hub off for approx 5mins and also my laptop. No change in symptoms.
Check all wirers are connected properly, all fine.
Check hub, all lights solid blue.
Get my work laptop out to try the connection, exactly the same problem.
Try to connect with my Xbox 360 – connects to hub, but no internet.
Try with Playstation 3 – connects to the hub, but no internet.
Try with my HTC Desire phone – connects to the hub and google, but will not load web pages.
Turn off my hub for another 5 minutes and retry steps 1-6, still the same problem.
My HTC Desire Phone (Android 2.2) is on the Three (3) network and can act as a wireless hotspot, so I try all of the above equipment to connect to the internet – ALL of the devices in steps 1-6 connect to the internet and load any web page that I desire, by both the address bar and search engine.
I then, having exhausted all viable self-help options call BT. This where my impression of the company deteriorates and also my expectations are not met. Why?
It takes 15 minutes to be connected to tech support, notably slower than the BT sales team.
My call is now diverted offshore. The line is particularly bad and I have trouble understand the operative’s accent.
I then, despite explaining the self-help steps mentioned above, am asked to turn my hub on and off and wait 3 minutes, no change.
I’m then asked which operating system I use, to which I respond one laptop has Windows 7 and one Laptop has Windows XP and both consoles operate their own OS.
The BT Tech support then tells me that the results of a line test confirm that I’m connected to the Internet and it’s something to do with my equipment!
Let’s just consider point 5 above. BT are suggesting that overnight my 2 laptops, Playstation 3, Xbox 360 and HTC phone has all developed localised faults and thereby ‘it’s my issue’. OK, I then pointed out that in fact all of my equipment happily connected to the Internet via Three (3) mobile broadband Network and thereby his assertion that it is a localised problem is without merit.
At this point over an hour of my evening has been wasted.
After being put on hold for about 10 minutes I’m politely informed that in fact there is a major DNS fault in my area and that BT engineers are working tirelessly to resolve the issue with an expected resolution time of 12:30pm Wednesday 29 September 2010. Call ends and I go to bed happy knowing that tomorrow I can watch Jamie Oliver’s American’s food revolution on 4 on demand.
Day 5 – Wednesday 29 September 2010
I get home from work 7pm and try to log onto the internet, exactly the same problem. I try all of the steps I tried yesterday day, same result. Goggle but no web pages will load.
This is where my patience wears thin. I get up at 05:30am every morning. I travel 2 hours into London. I work 9 hours, generally without a lunch and then travel 2 hours back to Brighton. I generally like to be in bed by 10pm so on average I have about 3 hours to myself each evening, this time I consider precious. Having wasted an hour of it yesterday, I was now doing the same thing again.
I call BT tech support. Before I am connected to BT technical support a pre-recorded message informs me that a major fault in my area has been resolved and that I needed to turn my hub off for 3 minutes and also restart my computer. Done that, no change, so I hold for tech support.
The call is a bit of a joke.
20 minute wait to be connected. Missing the Champions League game. My girlfriend is giving me grief saying cancel the contract, blah blah blah.
I’m then told to turn everything off again, check the wires, advise what antivirus I use and operating system so on and so forth.
I politely explain that all of my equipment is fine. My work laptop has been working fine all day. My personal laptop connects to the internet fine through my phone, as does my PS3 and Xbox 360.
I then have to explain to tech support that there was a BT problem in my area yesterday, that was supposedly fixed this afternoon and could he please read my notes.
I’m then told that my connection has been tested and is fine, I’m also then asked if I’ve done a speed test. At this I laugh.
I respond yes I checked it at the weekend (Sat and Sun) and each time I was getting 6-7mps http://www.speedtest.net I was also able to stream HD You Tube while downloading Kick ASS in HD from PlayStation Network.
I’m then asked, have you done it today? To that I respond that it’s hard for me to run a bandwidth test without being able to load websites!
I then ask the operative if anyone else in my area is experiencing the same problem?!?!? Why I have to suggest this I don’t know.
After approx 40 minutes of talking to tech support I’m again told that there is a major DNS fault in my area and that BT engineers are working tirelessly to resolve the issue with an expected resolution time of 24 – 48 hours.
This is not acceptable. I am paying for a service which I am not receiving. So far I’ve had 50% availability based on the length of time I’ve had the service. The tech support operatives I have spoken to, who have really tried there best to help me, are simply not empowered to resolve my problem. I’ve wasted hours of my time trying to resolve the problem. I’ve frankly had enough.
Why I have chosen to post the above in the forum is because I feel conned. The sales front end of the company is slick, fast and professional. Once you’re a customer it’s slow, uninformed and the actual product based on my experiences to date is not fit for purpose.
Hopefully tonight I will log in tonight I will be able to enjoy the service that I’m duly paying BT for. If not, I will be sending back my equipment and taking my custom else where.
Perhaps someone from BT might read the above and provide me with an informed response?

you can check your exchange here to see if any problems listed
http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
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Mac Pro dead

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won't boot up from install DVD.
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I am very angry with Apple yet again,
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BTCare Community Mod
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Hi gg
Cheers for your opinion. I must say I have to agree with 3D TV being a gimmick, I've got one of those too and can't remember the last time I availed of the 3D features as it usually makes me feel ill. I do think that wearable tech will take off but I might wait another while to see how it pans out.
Is anyone using a smart watch at the moment? If so let me know what you think of it.
Cheers
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 :-)
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Skype on Windows 8 Sucks

Am I the only person who thinks that the new Skype on Windows 8 is really hard to use. Why oh why can I not simply import all of my contacts I have previously imported. Trying to do anything is really hard.
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stevenobaditch wrote:
Am I the only person who thinks that the new Skype on Windows 8 is really hard to use. Why oh why can I not simply import all of my contacts I have previously imported. Trying to do anything is really hard.
It is a great example of style over substance.
StevenUK
stevenobaditch wrote:
Am I the only person who thinks that the new Skype on Windows 8 is really hard to use. Why oh why can I not simply import all of my contacts I have previously imported. Trying to do anything is really hard.
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