BTCare or BTCouldNotCareLess?
Hello All
I arranged a home move last year for a move in date of 20th Dec 2013. Still waiting for a working line to be installed in my new house which is only 50 metres from my old house. I, like many, have had an absolute nightmare of endless delays, engineer no shows, lies, incorrect information, confilicting information, Openreach this, Openreach that, broken promises etc etc.... abysmal customer service. Far too much has happened (or not happened) to write it all here and I actually don't have the mental energy left to write it since I am literally worn out with BT Retail.
Someone came to FINALLY install the telephone line on Friday AM after I was assured that all external work had finally been completed. He installed a master socket/internal cable work but couldnt get a dial tone and said he wasnt skilled/trained to work in the underground chambers but would request a team to complete the work in a few hours. Said I didnt need to stay in and they would either call me or leave a note to say the work had been complete. Got home that afternoon.... no phone call, no note. Tried phone - no dial tone. Tried in test socket - same. Called BT order management on a number I was assured would get me through to a UK centre. On hold a while which then must time out and transfer you next available person so then got through to BT India. Person said "we have fixed your line today (?!) but no update from engineers and will update you on Monday". I didn't bother even trying to argue and said I would call the next day. Called the next day and got through to someone in the UK who said a multi-skilled team were going to look at it on Monday AM and may need access to the house. Nobody told me this. If BT were going to update me on Monday then how would I have known somone was booked in on Monday AM? It's crazy. IF they turn up I MIGHT have an active phone line on Monday. Then the fun and games will begin trying to get the Infinity product installed with even more time off work. I have zero faith in this going smoothly.
I have a complaint open via BTCare (these forums) and someone supposedly took ownership of it back in January. I havent heard anything from this person in a long long time. A Team Manager from social media and executive complaints called me then emailed me at the beginning of April and said to contact her by email if ever I needed anything. Emailed her nearly two weeks ago and haven't heard a thing from her. I've had "updates" from random order management people.... some who have claimed to call me but I've had no missed calls. I feel as if I have been forgotten and its been going on so long that BT Retail have just given up too. I have called a few times and named and questioned why these people have not contacted me. I will not name them here even though I feel I should. The people I have spoken to "put notes on my account" but still nothing.
I know this is a customer to customer forum but where else can I turn? Any ideas anyone? Calling people at BT or emailing people at BT proves fruitless. I have never felt so emotionally drained dealing with any company as I have in the past FIVE MONTHS dealing with BT. I actually hate complaining as I find it stressful and really feel like all I have done is whinge whinge whinge - not nice for the human at the end of the phone but my complaint is at BT as a company and their supplier Openreach who are untouchable. I know that some BT staff read these threads but not all..... maybe one of them will read this.
Nicky
Hi nickyboy,
I'm really sorry about the delays getting your service connected, can you send us your details using the 'contact the mods' link in my forum profile and we'll chase this up 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’.
Similar Messages
-
BTCare Community Forums Terms of Use
BTCare Community Forums Terms of Use
The BTCare Community Forums site is provided by British Telecommunications plc (BT) whose registered address is at 81 Newgate Street, London EC1A 7AJ, registration number 1800000.
1. Applicability and Acceptance
The following Terms of Use (the “Terms”) apply to anyone accessing and using the BTCare Community Forums (the “Site”), or any part of it. Please note that if you choose other services from BT once you have registered with us then you may be asked to accept other applicable terms and conditions.
2. Acceptance of Terms of Use
By using the Site you agree to be bound by these Terms. BT may modify these Terms from time to time and you are therefore advised to keep up to date with any changes by regularly reviewing these Terms.
3. Eligibility
3.1 The Site is available to you for your personal use which may include posting your views or responding to the views of other users of the forum. We do not permit use of the Site for your direct commercial gain.
3.2 You must be sixteen years of age or over in order to use the Site. By accepting our terms of use you confirm you are aged sixteen or over.
4. Access, Account Security and Registration
4.1 When you use the Site you may set up a personal profile where you can create threads/posts, contact other users using private messaging facility, perform searches and comment on other members’ threads/posts. It is your responsibility to ensure that you have an appropriate web browser or any other technical requirements in place in order to access and make use of the Site.
4.2 In using this Site, you agree to:
provide us with and maintain accurate, current and complete information about you on registration to the Site;
maintain and promptly update any information you provide to us including registration information, where it may have changed, keeping it accurate, current and complete; and
be fully responsible for all use of your account and for any actions that take place using your account.
5. Ownership of Content that we provide
5.1 Content provided by BT on the Site is protected by copyright, trademark and other intellectual property rights as applicable.
5.2 Content provided by BT on the Site is owned by BT or licensed to BT by third parties, including information, text, designs, graphics, pictures, video, photographs, applications, software, audio and other files, and their selection and presentation (”Our Content”).
5.3 You must not, without BT’s prior written consent, copy, publish, download, de-compile or modify Our Content or use any or part Our Content, unless otherwise agreed in writing by BT.
5.4 You may download or print a copy of any part of Our Content to which you have properly gained access solely for your personal, non-commercial use, provided that you keep all copyright, trademarks, logos or other proprietary notices intact. BT reserves the right to withdraw its consent at any time.
6. Content you post on the Site
6.1 You are responsible for all content (including information, text, pictures, photographs, messages, reviews, notes, videos software, your name or company name and other files or material) that you upload or post on the Site or communicate to other users through the Site. If you did not create content that you post or otherwise make available to the Site, it is your responsibility to ensure that you have the necessary consent from the owner of the content to use it on the Site. You are responsible at your own cost for creating backup copies and replacing any content that you upload or post on the Site or provide to us.
6.2 In order to ensure that the full benefits of the Site are realised by all users BT would encourage you to upload your content as you see fit. So that others (including potential customers) may access and benefit from your content, BT needs to ensure that it has your permission to make your content available. You therefore agree to give BT (as providers of the Site), a non-exclusive, transferable, royalty-free, worldwide licence to use any content that you upload, post or otherwise make available on the Site.
6.3 You must not upload, post, or otherwise transmit any content (including but not limited to text, links, communications, software, images, sounds, data, or other information) that includes any of the following inappropriate content:
a) any personal information belonging either to the poster or another person, such as full name, address, phone number, personal email address, and BT reference numbers;
b) Spam, such as advertisements for other web sites and services, or other commercial solicitation; chain letters, or pyramid schemes, polls or petitions;
c) Flooding the forum boards with excessive posting or padding posts;
d) Profanity; material that is libellous, fraudulent, unlawful, defamatory, pornographic, obscene, profane, racist, sexist, abusive, offensive, threatening, hateful, or otherwise objectionable;
e) Discussion of illegal activities or providing links to other websites containing such information;
f) Discussions that veer off topic, are unrelated to resolving the issue at hand, are repetitive or campaigning, that promote products or services from other providers, or abuse any company or product;
g) Repetitive or continuous complaints about BT policy including allegations of abuse of privacy, use of third party suppliers or any other policy for any purpose;
h) Discussions of moderator actions on the boards. If you need to comment on a moderator action, please private message any administrator/moderator;
i) Posting or transmitting any information or software containing a virus, worm, Trojan horse, or other damaging or destructive component;
j) Posting a link directing users to any information or content that, if posted on the Site would constitute a violation of the Guidelines or Terms of Use.
k) "Bombing" the Site or individual threads with repetitive or meaningless postings, postings unrelated to the purpose of the BTCare Community Forums; excessive cross-posting;
l) Attacks, including "Flaming" another user or entity in such a way as to incite or perpetuate an argument or conflict; creating usernames to attack other users' identities; impersonating other individuals or falsely representing one's identity or qualifications; posts made under secondary user names or other aliases for the purpose of either endorsing or denigrating others; posts that breach any participant's privacy by including name, address, phone, email address, or any other identifying information.
m) Evading bans or suspensions or otherwise disregarding directions from moderators or administrators.
BT will take action under paragraph 7.2. below if you carry out any of the activities described above.
6.4 You agree to indemnify BT against all claims and proceedings arising from infringement of any third party’s intellectual property rights as a result of content that you have posted on or made available on the Site. This indemnity does not apply to claims or proceedings arising from BT’s use of your content other than in accordance with these Terms. BT can withdraw your content at anytime without notice.
6.5 In exceptional circumstances it may be necessary to remove content which you post on our community because of legal or commercial reasons. i.e. if compelled to do so due to a court order, a contractual obligation with a third party, or a regulatory requirement. This may occur even if none of the above breaches in terms of use are applicable. A user will be informed via PM if a deletion (or edit) is carried out for this reason, but it will usually not be possible to explain the decision in these circumstances.
7. User Conduct
7.1 You agree not to use the Site (or any part of it) to:
a) act in any way that is unlawful or defamatory, in contravention of any licence, third party rights, or in contravention of any guidance that BT may give to you , and you agree to comply with BT’s Acceptable Use Policy which can be found at www.bt.com/acceptableuse and which may be amended by us from time to time;
b) damage, disable, overload or affect the operation of the Site;
c) collect email addresses or other contact information of other users from the Site by any means for the purposes of sending unsolicited emails or other unsolicited communications;
d) solicit personal information, passwords or other personally identifying information for commercial or unlawful purposes;
e) solicit participation in public discussion, debate, comment or activity outside this Site;
f) register yourself for more than one account, or register on behalf of another individual or group without our written consent;
g) provide false or misleading information about yourself or your business, or create a false identity; or
h) use or attempt to use another’s account, service or system without BT’s prior written authorisation.
7.2 BT takes any misuse of the Site very seriously indeed, and therefore you agree to take all necessary steps to make sure that you do not misuse the Site. If BT reasonably believes that you have misused the Site (or any part of it) in any way, then BT may terminate your registration, remove your content, and/or suspend or terminate your access to the Site without notice. BT will be under no obligation whatsoever to reinstate your registration.
7.3 You agree to indemnify BT and any affected 3rd party against all legal fees, damages and other expenses that we may reasonably incur as a result of any misuse of the Site (or any part of it).
7.4 If you believe that any content displayed or made available on the Site includes any of the above offences, then please let BT know through our contact page which is displayed on the Site.
7.5 BT reserves the right to manage the postings on the BTCare Community to provide an orderly presentation of this information. To effectively manage the site, BT may designate employees or others to act as moderators and administrators for the site ("Moderators"). These Moderators are the only representatives of BT authorised to manage the BTCare Community. Any BT employees who are not designated as Moderators or Employees are not authorised to represent themselves on the site as BT employees. Authorised BT Employees are distinguished by the Rank of "Employee" and/or an official BT logo as an Avatar. BT is not responsible for content provided by any BT employee who is not designated as a Moderator or an Employee.
8. Security
8.1 You are responsible for the security and proper use of any user IDs, PIN numbers and passwords required for registration on the Site, and must take all necessary steps to ensure that they are kept confidential, secure, used properly and not disclosed to unauthorised people.
8.2 Although we provide security measures to prevent access by unauthorised users to the Site, we do not guarantee that such security measures are fault free. You acknowledge that the site could be accessed by unauthorised users should they be able to break through or bypass our security measures.
9. Liability
9.1 BT accepts liability as set out in these Terms. BT does not guarantee that the Site will be fault-free.
9.2 BT does not exclude or restrict it’s liability for death or personal injury caused by BT’s negligence or for fraudulent misrepresentation or to any extent not permitted by law.
9.3 BT shall not be liable to you in contract, tort (including negligence), breach of statutory duty or otherwise for any direct loss of profit, revenue, time, anticipated savings or profit or revenue, opportunity, data, use, business, wasted expenditure, business interruption or for any other direct loss.
9.4 BT shall not be liable to you in contract, tort (including negligence), breach of statutory duty or otherwise for any indirect or consequential loss of profit, revenue, time, anticipated savings or profit or revenue, opportunity, data, use, business, wasted expenditure, loss of or damage to physical property, business interruption or for any other indirect or consequential loss or punitive damages.
9.5 BT accepts liability in contract, tort (including negligence) breach of statutory duty or otherwise for direct loss limited to £1,000 for all events in any 12 consecutive month period.
9.6 BT excludes all liability of any kind (including negligence) in respect of any third party product, services, content, or other material made available on, or which can be accessed using, the Site or the validity of the provider of such product, services, content or other materials.
9.7 Each part of this clause operates separately. If any part of a clause is held by a Court to be unreasonable or inapplicable the rest of the clause shall continue to apply.
10. Disclaimer of warranties and representations
10.1 BT excludes any and all warranties or representations whether express or implied, including without limitation any warranties or representations for merchantability, suitability, fitness for a particular purpose, non-infringement of proprietary rights or the accuracy or completeness of third party products, services, content or any other material made available on, or which can be accessed using, the Site, to the fullest extent permitted by law.
11. Suspension, withdrawal and termination
11.1 BT reserves the right to suspend or withdraw the Site at any time without notice.
11.2 BT reserves the right to suspend or terminate any member’s registration and use of the Site.
12. Personal Data
In addition to our commitments under our Privacy Policy BT collects information from visitors to the Site to help us to make improvements to the forums and to the services we make available. We may keep any personal data that you disclose to compile statistics on community forums usage. We know, for instance, how many visitors there are to the forums, when they visited, for how long and to which areas of the forums they went. This information is used for trend analysis purposes and we do not use this information to identify individuals visiting the community forums.It is your responsibility to ensure that you have the necessary consents if you pass on a third party’s email address to BT. We are not responsible for the security of any personal data that you chose to post on the site.
In respect of any personal information which you may upload, post or transfer to any third party on the Site, whether your own or that of any third party in contravention of clause 6.3 a) above, you agree that you are acting as the data controller and that BT and any third party supplier to BT are acting as data processors. You agree to indemnify BT and any relevant third party supplier against all claims and proceedings arising as a result of personal data you have posted or made available on the Site.
You accept that by using this Site that the storage of personal information including Customer Data will be carried out using facilities in the United States of America. The storage of Customer Data by BT will be in accordance with the EEA Safe Harbor Principles.
YOU CONSENT TO THE TRANSMISSION OF CUSTOMER DATA AND TO THE STORAGE OF CUSTOMER DATA ON SERVERS LOCATED IN THE UNITED STATES.
13. Changes to the Site
BT reserves the right to modify, edit, delete, suspend or discontinue, temporarily or permanently, without notice, the Site (or any part of it) and/or the information, content, videos, materials, products and/or services (or any part of them) available through the Site at any time.
14. Disputes
You are solely responsible for your interactions with other Site users. BT reserves the right to (but has no obligation to) monitor disputes between you and other users.
15. Applicable Law
These Terms are governed by and will be interpreted in accordance with English Law and any disputes relating to these Terms will be subject to the exclusive jurisdiction of the English Courts.
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 :-)Hi Kerry
This link http://www2.bt.com/btPortal/application?pageid=pan_privacy_policy&siteArea=pan&s_cid=pan_FURL_privac... displays
With a small blank section
BT.com
Contact BT
Site map
About BT
Privacy policy
Code of practice
Find a number
-+-No longer a forum member-+- -
Today our @BTCare Twitter page is four years old, congratulations guys!
As you can see we decided to celebrate in style! Here are some of the team:
StuartH and I decided to take part for purely selfless reasons, the cake required a lot of sampling before it could be shared out with everyone
If you were near the BT Tower today you may have noticed a Happy Birthday message from the top of the tower:
It's hard to believe it's been four years already. Well done guys, keep up the good work!
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’.Anyone watch Once Upon A Time?
If so doesn't Stuart H remind you of one of the characters ?
Life | 1967 Plus Radio | 1000 Classical Hits | Kafka's World
Someone Solved Your Question?
Please let other members know by clicking on ’Mark as Accepted Solution’
Helpful Post?
If a post has been helpful, say thanks by clicking the ratings star. -
BTCare Community Newsletter Issue 2
BTCare Community Newsletter
Issue 2
Solutions and Thanks over the last fortnight
Here are some of the forum’s top contributors in terms of solutions and kudos given and received.
Some forum members have declined to be mentioned, but you know who you are! Heartfelt thanks from the forum team goes to you and all of the members below:
Solutions authored: @Keith_Beddoe
Kudos received: @john46 and @ray_dorset
Kudos given: @john46
Well done guys!
Our picks
Tethering on BT Mobile
Tethering isn’t supported on BT Mobile and there has been a lot of discussion over this last fortnight about this. Thanks @snowglider for starting this conversation.
Software update for BT YouView customer
Last week, we started to roll out a software update for BT YouView customers. If you’ve already received the update, we want to hear your feedback! So please join in with the conversation here.
Some of our most searched topics were...
About Desktop Help.
Information on what it does, how you can download it and a video-overview is available here.
Another top search was for finding out how you can test your broadband speeds.
You can run this test to get information on what speed you’re achieving and advice if the test picks up any problems. Of course, you can always ask for additional help on our broadband boards!
Forum feature of the week - tagging
You may have noticed that you can use a feature called “Tags” on forum posts.
Tags are a handy way of categorising or summarising content – they help posters quickly find relevant information when they are searching for something specific.
Over 450 posts have been tagged so far this year!
The top five tags used this year are mostly all broadband related, which is unsurprising since our broadband boards are the busiest at the moment, and they are:
BT
Infinity
Broadband
Connection
Hub
Find out more on how you can tag your posts here.
That’s it for now…
Thanks to everyone who replied to our previous newsletter. We’re trying to do something a little bit different, and as always your comments and suggestions are very much appreciated!
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’.I think perhaps you should understand that this is much more than the usual type of forum. It is a community. It also part of the BT customer service options. It is an excellent place for help and information and finding solutions.
Life | 1967 Plus Radio | 1000 Classical Hits | Kafka's World
Someone Solved Your Question?
Please let other members know by clicking on ’Mark as Accepted Solution’
Helpful Post?
If a post has been helpful, say thanks by clicking the ratings star. -
BTCare Community Newsletter Issue 4
BTCare Community Newsletter
Issue 4
Forum milestone – accepted solutions
The forum’s accepted solutions feature is a great way of recognising fellow forum members for providing the answer to a problem. It also helps others find the correct answer to their question when they use the forum’s search facility.
We are very proud to announce that, as of last week, the total number posts marked as accepted solutions to date have now exceeded 15.000!
Here’s to the community reaching the 20.000 mark!
Solutions and Thanks over the last fortnight
Here are some of the forum’s top contributors in terms of solutions, kudos given and kudos received.
Two of our most prolific posters over the last few weeks have been @rarmitage124and @umpire – thanks for all the help you’ve been offering on the community!
This week alone, rarmitage124 has received over 10 kudos and authored several solutions, by offering help across the whole forum.
Umpire has recently offered a lot of advice on the BT TV boards, and also helped solve several threads since the last newsletter, by giving swift and straightforward answers on BT TV and BT Sport. Here’s an example.
Well done guys, thanks for all your help!
Our picks
One of the top discussions over the last number of weeks has been about the new BT TV packages.
Customers now have a choice of different packages and we’ve had a forum discussion about it.
BT on the web
New BT ads
Have you seen the new BT ads yet?
BT on YouTube has uploaded a few “behind the scenes” videos along with the actual TV ads.
Here’s one (The sound of reliability) that you can check out and see what all the fuss is about!
BT Minis
The guys over at BT YouTube have also been busy putting together some short and light-hearted vidoes about BT Mobile.
One of the most searched topics this fortnight was...
About Netflix!
As of last year, customers can add Netflix to their BT TV package as a “bolt-on”, as long as their TV pack is eligible. Information on this product is available here. Technical help is available in the Netflix Help Centre.
Forum feature of the week – Uploading images
As a BTCare forum member, you have access to an image gallery where you can choose to keep images private or public. You can add then these images onto a post.
It’s pretty easy to upload an image, and here’s how you can do it!
That’s it for now…
We hope everyone has a great week, and we look forward to seeing you around the boards!
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’.I think perhaps you should understand that this is much more than the usual type of forum. It is a community. It also part of the BT customer service options. It is an excellent place for help and information and finding solutions.
Life | 1967 Plus Radio | 1000 Classical Hits | Kafka's World
Someone Solved Your Question?
Please let other members know by clicking on ’Mark as Accepted Solution’
Helpful Post?
If a post has been helpful, say thanks by clicking the ratings star. -
BTCare Community Newsletter
Issue 1
What’s this, a new newsletter?
Yes, it is! We wanted to bring back the forum newsletter and share with you any forum-related news, with anything from board/structure changes to giving a shout-out to people who have been particularly helpful this week, and more.
Speaking of forum changes…
As you will have seen from the front page of the forum, the Lounge and BT.com & Community have a new home (along with some name changes!) You can see the full details here.
Also, the Announcements section is getting an update! We've renamed it Announcements, Guides & Community Updates, and the purpose of this change is we very much want discussion about the community here. In future you will find topics about changes to the community as well as handy guides on some fantastic community features.
By default, you can now post (and reply to posts) including this newsletter!
We hope that these changes give everyone a better opportunity to chat to us and the rest of the forum community.
Last but not least, BT Mobile has now been launched and has its own board – you can post any questions or comments here.
A lot of threads have already been answered, such as how you can download the BT Mobile app, and info on the spend cap to name a few, as well as lots of questions about 4G!
And the award goes to...
Top solutions authored, and most kudos received: @imjolly
Most kudos given: @licquorice
Well done guys! Who will reach the top this week?
And the award goes to...
Unsurprisingly, there’s been quite a lot of discussion around BT Mobile since its launch last week.
One of the most talked-about topics last week was from existing BT Broadband Anywhere customers, and how they can avail of this new BT Mobile offer.
Thanks @Ribblelancs for kicking off the discussion.
One of the most searched topics this week was...
How to self-install Infinity 2!
Searching the community is a great way to get the advice you need, as it has a wealth of information on this topic.
Advice is available here, along with a short video on how the self-install process works.
Forum feature of the week - @mentions
Did you know you can mention a fellow forum member in your post, and they’ll receive an email letting them know they’ve been named in your post?
This is a handy way of posting a reply to someone and making sure they don’t miss it. Just remember it only works when you’re using the Rich Text tab!
A handy step-by-step guide is now available here, along with how to manage @mention notifications.
That’s it for now…
So if you have any comments or suggestions, do reply back to this thread with your feedback.
Thanks for reading!
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’.Hi Guys,
Thanks for your feedback, not what we were hoping for but appreciate the honesty .
@licquorice - You are right, when customers come to our forum it is generally to post about a problem they have so general chit chat is probably the last thing on there mind. The newsletter is so that we can share community news with everyone so by spending two minutes reading this Newsletter a community member will have a sense of what is going on. Discussion around the content of the newsletter is open and we would encourage it as it allows us to learn and know what to include next time, but I appreciate its not for everyone. The fact that you have kicked us off with comments is exactly what we want so thank you for that.
@imjolly - Thanks for the comments. We plan to highlight a community feature every week in the newsletter as there are some functions that are used very little, probably because no one knows about it. If you decide to remove the @mention notification and run into any issues please let me know and I will help you. With regards to the 'Mentions' section, my apologies that we included you here without asking you first. I know you don't help other customers for the purpose of being recognised for it but we figured it would be something nice to do as a way of highlighting your invaluable contributions. However in hindsight we should have asked first, lesson learned, and I will make sure that you or anyone else is not included in this section without at least being consulted before hand.
Our community is a support based community so when members post here it is generally about a problem. However, wouldn't it be nice if we did have some general chit chat taking place? I mean there are many here that don't come to post about a problem but rather to help other members so this might be a nice change. What do you think?
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 :-) -
BTCare Community registering problem
Its taken me a couple of days and two attempts to get registered to use this forum.
First attempt I tried to register with my btinternet.com email address and waited for the activation/confirmation email. And waited. And waited. Tested the email from another account - worked fine. Trigger multiple re-sends of the email - still nothing.
Today, I re-registered with a gmail account. All smooth and working within 2 minutes.
No idea what happened with the first registration and all those supposed emails. My advice - if you don't get the email within 10minutes, re-register.I have one BT sub account address which never delivers BT Emails but works for every other sender I just dont use it
All my other BT address are fine
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me -
For the Attention of BTCare Staff. Assistance requ...
Hi there help is required immediately.
Where do i start.
Basically we have had problems with our broadband since we got it in a bit back and recently it got even worse. We reported this all to BT the same engineer has had too visit twice even though he clearly said there is not a problem with our line and that it is a fault at the exchange because of the section our house is hooked up too.
His last visit was about 3 weeks ago , he said everything fine but obviously speeds gross as he agreed, we are literally living with between 0.3 0.7 speeds now constantly and 1mb if we lucky and this is all the time. He forwarded all this too some specialist team that deal with the exchange faults etc and said they woudl ring us within 2 days! this was over 3 weks ago it must be now and nothing still!! internet si actually worse and i log in to my bt account tonight and amazingly the fault has been taken ooff ~! I have emaield bt numerous times over past week with no response and this is how they treat me. I would appreciate help with this matter asap or i really have no option but to take it to court because this is just shambolic. thanksNo my question is not with bt open reach they done there job ! The note's he put's frward go on my bt account for future reference if bt need too look at history of problems. BT retail Provide my broadband so they sort it ! end of story ! OFCOM always states that when i pay a product i get what im paying for. we can chat lega if u wan too ?
Finally the terrible speed test worked. ps: to the person who said this speed test provides things that are required, wrong , it provides nothing different to speed test.com which actually provided more info.
but here it is anyways
Download speedachieved during the test was - 2842 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
This speed is actually miracle shame it's a one off im guessing every other bt customer here has went to bed.
anyways i'll see if any bt representative here want to fix the FAULT that has been deleted off my account which i have all the info for still i save everything so if it is not sorted asap, bills will be stopped and trading standards will be contacted as well as my dad's solicitor. Because enough is enough. -
At a loss, BT can't seem to fix my problem.
I don't know if anyone else has any suggestions but I'm at a loss here.
We've had nothing but endless problems with BT over the last 4 months and I'm simply lost now.
It started when me and my girlfriend recently moved into our new ground floor flat early January and an engineer came round to set up our infinity connection (we moved it with us, had absolutely no problems at last address). He got the internet working and said someone will be round later to fix the phone line. The engineer came round and fixed the phone line but in doing so, broke the internet connection and then left. We then tried to arrange visits from various engineers, none of which actually showed up. I was even told on 2 seperate occasions that "the work will be done without anyone having to come into the property. Someone is actually working on it now" which I found out later to be a blatent lie as no one had been booked to come round. An engineer finally came out to fix our connection 11 whole days after it was initially supposed to be connected.
Unfortunately, that was only the first problem. Now, whilst the internet does work and we do get reasonable speeds (35/10 wired) the connection will drop anywhere between 10 seconds to an hour at a time at random points during the day, mainly at peak times. This will result in the DSL light on the white OpenReach modem flashing or going out completely or, since we upgraded to HH5, the light turning Amber/Orange. As someone who works from home and also enjoys online gaming in my spare time you can imagine how frustrating this can be and is starting to have a negative impact on my business. BT seem to be at a complete loss as to what the problem is, although they'd never actually admit this.
These things have so far been ruled out:
Our hub was upgraded to a HH5 with the builtin modem (not a hub or OpenReach modem issue)
All wires have been replaced.
Phoneline from the flat has been fault checked which it passed.
The OpenReach socket (the combined DSP and Phonline one) has been replaced and upgraded.
Connection has been completely restarted several times.
I'm not too good with the technical side of things but I did notice in the HomeHub settings that I'm getting a Noise Margin of - 12.8 / 17.6. That isn't good, is it? From what I can tell it should be around the 6 mark? Could inteference from someone else's flat be causing these problems?
EDIT: Oh, just thought I'd add that the actual phone line has been crystal clear the entire time with no crackling or dropouts.
EDIT 2: Something I've just noticed: When my line is stable and working correctly, the first value in the Noise Margin drops significantly (currently hovering around 3.6 / 17.1). This is indeed starting to look like the problem.
After spending roughly 4 hours on the phone to BT in the last 4 months (they REALLY enjoy putting you on hold and moving you between departments) I've given up and refuse to call them again.
This is my last ditch attempt to get my problem fixed and any help at all anyone can provide would be very much appreciated!
Thanks in advance.Hi Insignia,
Thanks for posting!
I'm really sorry for all the problems you've been having since moving into your new house. It doesn't make great reading to be perfectly honest
No need to worry as I can help sort everything out from here. Click on my username and under the "about me" section 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’. -
We often have one of our ethernet-connected PCs lose its network connection. (not just the internet, the entire LAN connection). To get it back we either reset the Homehub 3 or simply swap the cables between ports on the hub. It isn't always the same PC that loses the connection, so pretty sure the problem isn't at the PC end.
I've spoken to BT in India and they sent a replacement Homehub 3, but the issue persists. Both Homehubs are Type A. The person I spoke with insisted they no longer make the Type B hub (which I wanted for its newer firmware).
Although we do have the workarounds above, this issue is annoying so I'd like to find a solution.Hi foxycat,
Do you get any error messages on the computer when it loses connection? I presume the error messages are the same on each computer? I'm also presuming each computer is connected to the Homehub using a different ethernet cable so this would rule out the cable being at fault. Is there one computer that doesn't lose connection at all, or does the issue occur when you switch on a certain device?
Dean
BTCare Community Mod
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’. -
There are some databases/sites that I have access to when having an IP number on university campus or with a proxy. This worked well in firefox until today. When trying to visit those pages the addresses automatically change a second or two after pressing enter to something like: http://www04.sub.su.se:###/ combined with showing random webpages in the window. This seems to be something associated with firefox since I still have access to the pages in internet explorer.
For example:
If I write http://www.isiknowledge.com/ the address changes to http://www04.sub.su.se:2133/cgi-bin/[email protected].
If I want to get to scholar.google.se I get redirected to http://www04.sub.su.se:2087/
When wanting to visit http://pubs.acs.org/about.html I will end up here: http://www04.sub.su.se:2110/about.html
This problem only occurs on services where I in normal case can get access to articles in scientific journals. I have not encountered this problem in other cases/websites.
I have tried to scan my laptop for viruses with Symantec Endpoint Protection and SuperAntiSpyware 4.45.1000. But nothing suspicious was found.Hi Magsrobby,
Welcome to the forum and thanks for posting. I'm really sorry to hear you've had so many problems. 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. Once I have the details we'll take it from there.
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 :-) -
Thoroughly fed up with quality of service from BT
Because broadband was so slow on our normal phone line I pay for an additional line dedicated to broadband.
The last time both these (BT) lines were working was 27th July!
The main phone line died on 28th July and that was finally sorted out on 28th August. Immediately afterwards issues started with the other line, meaning broadband varies between very slow and completely unavailable (many times per day).
An engineer has been round, but it looks like the issue is in the cabling. The main frustration is, I'm getting almost daily updates, but the quality of them is rubbish! The're either "your line should be fixed now" when it never is or "we're not sure what's happening - we'll ask Openreach and get an update for you tomorrow". That update is generally "it's fixed now" or "we'll get an update" again. I had a text two days ago saying they aim to fix it by 28/10 and then today I've had a text and phone call saying it's fixed (it still isn't). I've tweeted @bt_care but they're not contacting me when they say they will, so I'm at the end of my tether.
If I had any other options for my supplier I'd have left ages ago. We've lived in this house for 13 years and I'm pretty sure we've not had a clear year without any phone / broadband faults, and they've generally taken weeks rather than days to fix.
I don't suppose anyone can help much, but it makes me feel better to vent!Hi SadGamerGeek,
Welcome to the community and thanks for posting!
Sorry for the problems you're having with your broadband speed and for the time it's taking to sort out. I can help you from here. Click on my username and under the section "about me" you'll see the link to "contact the mods".
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’. -
Lack of BT products since 20th Jan 2014 first day ...
I ordered BT infinity2 (because I was told I could get infinity 2 speed) the first issue I found out that I can only get infinity 1.
Along with the infinity I ordered the Phone line and TV on the 20th of Jan 2014, it is now the 31 Mar 2014 they have just got the pone line sorted, and when my wife said fine now fix the broadband and TV after he wascshown the issue my wife was told we need an engineer for the broadban and an other engineer for the TV. I was informed by BT engineering that they do not have enineers that can do all 3 products is this not a waste of resources and manpower.?
besides all that I have been informed you cant cancel your BT contract untill the engineering team cant fix it, well I think 20th Jan until now is long enough and they still wont let me cancel. Myself and my wife have lost money by taking time off waitingvfor BT and some of them only to find that they havent been booked only a line test,I ask for an engineer for a Saturday and get told they dont work Saturdays, that is funny how an enginer was at my house lsst weekend trying to fix the issue but only making it worse.
Now I have now raised it with ombudsmen and an email to a UK team member to pass to Managment.
If no reply tomorrow then it will be a letter to the CEO Gavin Paterson to be signed for on deliveryHi uktemplar,
I'm really sorry to hear about the delay in getting your BT services activated, if you need any help with this please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. 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’. -
Account needs sorting once and for all PLEASE!
Hi, I have sent an email to moderators here as I did last time. Last time I was given a rebate, for incorrect bill. My bill AGAIN has not been worked out correctly. To be frank I am fed up of rubbish BT not sorting out my problems since September last year.
One thing cannot be done at a time, my whole account especially online is all in a mess, nothing is as it should be, and someone needs to go on a computer to go through it with a toothcomb to fix it. Rebate on a bill is not going to change the fact my bills are being generated incorrectly. STILL!
I wish to SPEAK by phone to anyone who can fix this as I am not going to continue this way with BT, and if they even try to charge me for no honouring my side of the contract, then I shall end up taking this up with a solicitor. I have even been charged £10 on my new bill for not honouring my direct debit, considering one of the foreign advisors had promised my bill would not go out my bank, but it did try to, twice and I was charged £50 from my bank, and you even try to charge me £10 for YOUR mistakes.
I am fed up. I have 8 months left on this so called contract. I do not intend to go on like this for that amount of time. I want my account sorted out once and for all PLEASE!
I apologise to you forum admin, and I know this is NOT your error, I am merely really frustrated at the lack of communication to fix my problems and have spoken via phone 3 times since my last forum entry to try fix my online account, and have been promised again it would be fixed and it is not.
Thank youHi thebillies,
We were looking into this for you and had reported a fault to try and get to the bottom of the discrepancies.
I'll make sure that you get an update on this later today.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’. -
BT infinity very poor service - what steps to canc...
Any one advise How I can cancel, without penalty, due to poor service?
I had BT Infinity installed end of January 2014 it was fine stable and running at around 65-68mbps until half way through May.
Then speed dropped to 19mbps but worse the connection would repeatedly drop staying up for no more than 5 minutes at a time and taking 10 or more attempts to reconnect. Checking the logs on Hub 5 often it would reconnect over 100 times a day.
I've had and engineer visit once a week now, because thats all India helpdesk can arrange, for over 2 months and each one treats the visit as if it's the first time. All they can do is check my equipment is OK which they all say is fine. If had the line moved to a different card in the street box. I've had 2 replacement Hub 5's.
Eventually in talking to one of the engineers, some are more clued up than others, I heard about RAIN engineers so I practically had to force India support to instigate this. They say they have put this in process but can't seem to report back to me anything from this. I finally got speed up to 30mbps but the connection is still unstable and as of my last call I have yet another engineer to wait in for on Monday (this will be about the 10th time I've wasted half a day!). I know full well and on site engineer can do absolutely nothing but reset the line speed which with the insatbility will drop again. So I've had enough I've been paying for the top package "unlimited data" at a significant price for a service I haven't had for over 2 months and I just want to cancel becuase of this and get a refund for poor service over that time. Every time I try to raise this with India I just get fobbed off as they really have no idea what they are doing and probably don't have the authority to handle this but BT provides no other obvious way to talk to some who can take this request to cancel seriously! Does anyone know who and where I can call, email or write to to get this usless service cancelled?
RobHi Robdeca,
I'll be able to help you with your connection. Please send me in your details using the "Contact the Mods" link found in my profile.
Thanks
PaddyB
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 :-)
Maybe you are looking for
-
Wifi issues all of a sudden in lion. Please help.
Problem: i have 2 macs, 2 pc's, playstation, iphone and ipad on one network for years. No issues. Then one day both mac minis stopped getting wifi internet. Thought it was the router but all other devices still got wifi. i created new wifi connection
-
i can't get itunes to recognize my ipod touch, 2nd gen. synced it yesterday. have restarted both computer and ipod. my iphone syncs just fine.
-
Why when I open my raw files into lightroom, colors are different from my camera's preview?
Ciao, I have a problem... maybe this can be a stupid question but anyway.. I would like to know the reason why when I open a raw image in lightroom, for a second I see the right colors/tone/contrast that i see when i look at the same images on my cam
-
Solaris on Intel/apps for solaris compatibility
Does anyone know how to run apps available for Sun solaris (sparc verion) to run on Intel solaris? I tried to install sybase client s/w on Intel solaris and obviously it bombed. Is there any kind of emulators or anything that would make this work? Th
-
Hello, Where is the short text at first column in PO history tab in display mode? Thanks in advance, Praveen