Deadful Customer Care - get it sorted

hello all
Ok here goes, see timeline of events below and please bare with me:
04 January 2015 (20:00 approx)-
I discovered a fault with my broadband connection, (home hub 4 flashing yellow indicator, no internet).
Called the helpdesk and spoke with **Edited** who ran through various tests and then concluded that the fault was with BT equipment and required an engineer.
I was informed that an engineer would be with me on 7th January between 8am and 1pm.
He did mention that he was having a problem but the booking was made and that he would call to discuss the following day.
05 January 2015 -
No contact was recieved from BT (contrary to the conversation on 6th January)
06 January 2015 (10:00 approx) -
Called BT to discuss my appointment, spoke to **Edited** who told me that there was no booking made for me and the next avaialble slot was the 26th January 2015, I was unhappy with this and requested to speak to a manager, They told me the manager was busy and yopu call back within 2 hours.
06 January 2015 (14:00 approx) -
Called BT again as no manager call weas recieved, spoke to **Edited** who again reitrerated that the 26th was the best they could do and that the long delay (22 days) was due to heavy snowfall in my area, which was lieas as there is no snow in the area at all. I then requested to remain on the line to speak to a manager.
After a very long delay the Technical Team Manager**Edited** came on the line (no apology for lack of call back or the delay), she again said the 26th was all they could offer and the delay was due to a lack of engineers.
I again stated this was not acceptable when her final offer of the 16th was proposed.
16 January 2015 -
Took a half day from work however no engineer arrived.
Spent a long time on the phone to be told that there was "engineer availability" issues.
The next proposed appointment was the 4th February, again I battled with the call center due to the long delay but the 4th February was the best they could do.
04 February 2015 -
Took a half day from work however once again no engineer arrived.
Spent a long time on the phone to be told that there was "engineer availability" issues.
The next proposed appointment was the 19th February, once again I battled with the call center due to the long delay but the 19th February was the best they could do.
I found my entire customer experience terrible, with lies and contradictions being told from start to end.
I have the following queries:
Why was the initial appointment of the 7th Jan not honoured?
Why on discovery of the problem by**Edited** was an alternative appointment not booked?
Why did i not recieve a call back on the 5th Jan as promised by **Edited**?
Why was I lied to on the 6th Jan reagarding the non existant "heavy snowfall"?
Why did I not get a manager callback as requested on the 7th Jan?
Why was the next appointment of the 16th Jan not honoured? Why was I not informed of the engineer availability issues on the 16th Jan?
Why was the next appointment of the 04th Feb not honoured?
Why was I not informed of the engineer availability issues on the 04th Feb?
Do you feel the time from reporting of fault to the latest appointment date is acceptable?
If a shortage of local engineers is indeed the problem then why have BT not seconded engineers in from other areas to help clear the backlog?

welcome to the forum which is a customer help customer forum - your post does not go to BT although it may be read by a forum mod
I appreciate you may have done thei when talking to helpdesk but 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
Someone may then be able to offer help/assistance/suggestions to your problem
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If the phone was NOT unlocked, it can't work or be activated with any other carrier than AT&T. It CAN'T be used with Tigo or Movistar.
Your post makes very little sense. Maybe you can get some help with English.

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Verizon Customer Care EPIC FAIL!!!! An hour I'll NEVER get back

Got a new phone for my birthday, Optimus 2. automated system would not allow activation unless i buy a $45 a month plan, i want to pay by the minute. Was told about a month ago over the phone by a customer care rep named Megan that we could use the pay by the minute plan. But the phone we bought on the internet was still locked and so we had to send it back. Finally got a phone that is not locked. Now I spend an hour looking for a number that will allow me to talk to a rep and then when I get one he BARELY speaks English. Spanish accent so heavy I had to ask him to repeat himself multiple times during conversation. Don't you think that if you push one to get an English speaker, you should get someone whose FIRST language is English? After already being frustrated? Then I am told a different story and the refuse to activate the phone unless I pay $45 a month. I don't use $45 worth of minutes a YEAR. I need a pay by the minute plan so I guess I'm stuck with a stupid flip phone the rest of my life and Verizon just doesn't want my business. I refused to let my husband switch me to Tracfone and this is the thanks I get. Verizon: YOU STINK. HOW DO YOU STAY IN BUSINESS TREATING YOUR CUSTOMERS THIS WAY!?!?!?!?

The Optimus 2 is a smartphone, and requires a data plan. If you use your phone for only calling, and use minimal minutes, then a pay by the minute plan on a basic phone is all you need,
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If that's all you need, then yes, you are likely to be limited to a basic flip phone. I believe you'll find the same is true with any carrier. If you can find a provider who will give you pay by the minute on a smartphone and NOT charge for a data plan, I would recommend you go with that one.

My iphone plus is bending, what does Apple offer regarding this issue? I am trying to get to contact with Apple Customer Care, but not clear to me how to do it beside this channel of communication. I bought the phone from kosovar carrier which is u

My iphone plus is bending, what does Apple offer regarding this issue?
I am trying to get to contact with Apple Customer Care, but not clear to me how to do it beside this channel of communication. I bought the phone from kosovar carrier which is under Slovenian ownership. This means that the original warranty comes from Slovenia, bit complicated but still I would like to get an urgent answer how to proceed with this issue, thanks

Maybe i should have only asked if anyone is aware on apple's policy
regarding bending. I took the point that this seems not a proper forum to
pose Q's to apple thanks to both
On Wednesday, November 5, 2014, Apple Support Communities Updates <

What I can do? I try to update my iphone 4 and I get this message on my computer itunes: Sorry, we are unable to continue with your activation at this time. Please try again later, or contact customer care.

what I can do? I try to update my iphone 4 and I get this message on my computer itunes: Sorry, we are unable to continue with your activation at this time. Please try again later, or contact customer care.

Contact your Carrier...
Also see this discussion.
https://discussions.apple.com/message/21189708

HT201263 i keep getting " cannot activate iphone, please contact customer care" what should i do??

cannot activate iphone. keep getting contact customer care, cannot iactivate at the moment

favour7 wrote:
cannot activate iphone. keep getting contact customer care, cannot iactivate at the moment
Possible causes:
1. Your antivirus is blocking access to gs.apple.com.
2. Your phone is jailbroken.
3. Your computer has been used at some time in the past to jaibreak some iOS device (not necessarily the phone with the problem), and its network database was corrupted by the hacking software that was used.
4. Apple's activation servers are down (very rare, and never for more than an hour or so).
For 1. try disabling your antivirus.
For 2. & 3. you need to go somewhere other than an apple forum for help. Although you can try deleting lines containing gs.apple.com from your "hosts" file on your computer.

I get bad information from Apple customer care and i lost my warranty !!!!

hi i called the customer care to repair my iphone 5c and the advisor told me there are no Apple store in Belgium you have to go to paris, i have to pay 300euros to travel to paris !!! i bought a battery on eBay and i replaced the mine but the problem was not the battery but the logic board.
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if this iphone is not repaired i will do a complaint !!!
thanks for understanding

Apple will not touch any iPhone that has been opened by anybody other than certified technicians, especially when they install an unknown battery from an unknown source. You have sacrificed any support and warranty from Apple:
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VERY BAD RESPONSE OF CUSTOMER CARE OF BLACKBERRY IN INDIA- REDINGTON INDIA

I am Santosh Kumar from Anand, Gujarat,,INDIA writing for a problem raised in my BLACKBERRY Z10.
Details:-
1. IMEI NO. [personal information removed]
2. PIN:- [personal information removed]
Their service centres at gujarat and toll free no.s customer care executives are non responsive and indifferent to issues/problems of customer. they dont pick the phone, If once the call is attended the call is disconnected after giving uncooked anwers and take no liability and in opposite they direct me to do things which are supposed to be in their domain.
the service centre at BARODA, GUJARAT
Name:
Redington India Ltd
Address:
GROUND FLOOR, CHANDRALOK,31, NUTAN BHARAT SOCIETY, NEAR M.K. HIGH SCHOOL,ALKAPURI, BARODA
City:
Baroda
STD Code:
0265
Phone Numbers:
3951206 /3951202/200
first of all , their all contacts no.s are dead, not working. The same no.s are also given by customer care executive . They refused to give verified current no. and do not feel the responsibilty to provide working nos.Any how I managed to get the current working no. The person responding Mr. sanjay outrightly rejected my service request on the ground that I have purchased the blackberry Z10 through online retail portal. They did not even pay attention about to check IMIE no. to verify whether it comes under Redington India perview.My series of conversation with various people on customer care centre and service centre made them realise that their notion of not providing service to a online purchased phone is not correct. They realised , even after they not attend to our problem and issues.
Even my blackberry phone, the worst phone I purchased is in dead condition , it is under warranty , still no people of the service centre or toll free people show any concern or directed the path to follow.
pl. take time to call me , if you people are little bit sensitive for a loyal customer of yours.
yours
santosh kumar
IRMA, ANAND , GUJARAT, INDIA

Hi! Welcome to the BlackBerry Support Community Forums!
Wow! So many personal information on one post! Never post personal information here, this is a user-2-user forum. We are not BlackBerry employees and so are these BlckBerry Centers, they're independent contractors.
Please see How This Site and Formal Support Work
Click if you want to Thank someone. If Problem is resolved, so that others can make use of it.

Verizon Edge with no discount and 4 hours of wasted time with Customer care

So far my experience with Verizon has been far short of superior as it should be for the number 1 carrier in the nation. I tried to open an account using the Edge program and did not qualify. This was on the same day that the down payment for the Edge program became available. I called to determine why I was ineligible and try to find out if there was any way to become eligible and was told no and was told several times to just start a 2 yr agreement. 1 hour wasted when I could have just paid a down payment that day and none of these future problems would have occurred. Fiance opened an account in his name on the Edge program for me. I already had a prepaid account with a telephone number I wished to keep but was told in store that this would not be possible. Account was opened with a new telephone number which I will refer to as telephone number A. I contacted customer care and was informed that it would be possible to keep my telephone number which I will refer to as telephone number B but was unable to do get it done at the time due to not having both of my phones with me. 30 minutes wasted as it should have been done in store the number transfer. Was able to call back later and get my prepaid account with telephone number B added to my new account with my telephone number A. We then proceeded to switch telephone numbers so that I had my original number, telephone number B, and then cancelled the additional line. 1 hr and 30 minutes wasted!!! New single line plans come out and I chat in to change my calling plan to the Single line plan with 1gb of data for $60 and $50 with my Edge discount. Chat representative changed my plan to the More Everything plan with 1gb. This was not at all what I wanted as I'm trying to save money and I was hit with a huge bill. Called in about bill got plan sorted out and am informed I no longer have the Edge discount because I'm using telephone number B. I'm informed the Edge discount was applied to telephone number A and I can not have that discount using telephone number B. This by the way took over 2 hours after I was informed by the customer care agent on the phone alot of inaccurate info. I was informed the 1gb single line plan was a loyalty plan and I was not eligible until my account had been open for 1 year. I was also informed that the Edge discount did not apply to the single line plan. 2 hours wasted After speaking with a supervisor I was still unable to have my Edge discount applied. How can this be Verizon? How can I purchase a phone on the Edge program, be given a discount and then have it removed simply because I wish to use the telephone number I've had for over 10 years? I WAS NEVER ONCE INFORMED I WOULD LOSE MY DISCOUNT!!!! I went from prepaid to the Edge program because I wanted a new phone and 4G and because of the Edge discount making it very close to what I was already paying. I've wasted 4 hours on this when all of this should have been done in the begging. If I had been able to put a down payment down I could have had my number then 90% of these problems I wouldn't be having. You can't tell me there is no way to use my number and not get the Edge discount. VERY UNHAPPY!!!

So ChristinaB_VZW replied to my post. You would think I would get a little further help regarding my issue, correct? WRONG!!! I told her thank you for helping me and she asked me to reply back with my original message copied and pasted which I did on 4/8. I waited until 4/17 and had not heard back so I responded back to her. Still haven't heard anything from her. Do they simply post on these forums so that customers have the appearance of receiving assistance so that in public it looks as though I've been helped when in actuality still nothing has been done. I could understand if I was begging for a new phone or wanted $100's of dollars off my bill for no reason but I'm not. I want the discount that I should be receiving as part of my VERIZON EDGE AGREEMENT. This is the worst experience I've ever had with any kind of services for money. I know one thing for a fact and that's one you are a customer you no longer matter. So thank you ChristinaB_VZW for making Verizon appear to care about customer issues when in actuality they do not. I will be sure to never recommend your services to anyone and to reference this issue and lack of customer support for that reason.

Shocking customer care

I am a new customer of bt my account number is . On 8th/9th April 2014 i phoned bt as my broadband service is not of a standard i am paying for. I was told to call the tech team which I did. After numerous long winded conversations i got no where and asked to escalate the call and to speak with a manager, I was refused as the manager was going off shift in 5 minutes, i asked for it to be passed to a manager of the next shift and was told no as its not protocol and that a manager would call me within 48hrs.
Wednesday morning 9th April i speak to the customer option team and raise a complaint as I was misled when sold the product, I was told it would power my now tv box but the mbs into the house doesn't power it, yet your salesman assured me it would when I purchased bt internet and phone.
Thursday 10th i get a call from Indian call centre tech manager saying that he is waiting for the sales team to speak with him and will be another 48hrs.
6 days later
Wednesday 16th no one has called, i speak with Carl in customer options team he apologises that no one has called me, whilst on the phone to him he is speaking with the people who are supposed to be in contact with me, they call whilst im on phone to Carl, its the tech manager in India again,i say I'm speaking with bt they hang up. Karl informs me that my complaint that was made on wed 9th for being mis sold was tagged onto the original complaint and had not been dealt with as its in the wrong place.
I tell him this is not good enough and he replies no its not and that I've just been passed from pillar to post. He then speaks with his manager and tells me that this will be dealt with by close of business thurs 17th as they have to draw down the call to listen to it. He added it may even be dealt with tonight (Wednesday 16th).
Thursday 17th April i wait in all day for a telephone call that I was assured and told would definatly happen. 6 . 15 pm no phone call so i call bt again i finally get to speak to a manager and she kindly tells me that Carl should not of said that it would be dealt with as it would take 5 days. After another long winded conversation i sit here writing to you gentleman as I feel so angry annoyed stressed and demoralised by the lack of care, honesty and respect your co pantry have shown a customer, I have been lied to , patronised and spoke to like i was a child, mainly from Indian call centre. Last week i was in hospital i had arterial fibrillation and had cardio version to have my heart re-started i also had a heart attack in hospital, no its not BT's fault that this happened but the stress you have caused does not exactly help, I'm paying for a service that didn't work correctly and still doesn't work correctly. I have spent hour upon hour on the phone dealing with misinformed people.
Why have the Indian tech team not contacted me?
Why could I not escalate a call to a manager?
Why was my complaint raised on wed 9th logged in the wrong place?
Why has Carl told me blatant lies?
If they were not lies why did i not get this dealt with today?
Why was Carl told by his manager to tell me this information?
Why did your salesperson tell me something that simply wasn't true, he mis led me.
Why am i having to write to people like your sled to deal with an issue that should of been dealt with already?
Yours frustratedly
Andrew

Hi Andrewwhitney,
Welcome to the community and thanks for posting!
I'm sorry for all the problems you're having and for the length of time this has been going on. I'd like to help you get things sorted 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.
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Customer care moving to outright ignoring people

Hi everyone,
I just wanted to highlight the tip of the iceberg, the straw that broke the camels back. After 2 weeks with BT and the abysymal cusotmer service experience, I think we will be moving elsewhere.
As its the middle of my work day, I was busy on a conference call to talk to BT. So to try to be more efficient, I used the BT chat system to do two things at once. All I wanted to do was upgrade my package. Instead the BT agent decided it would be good to call my home number and try to persuade our live in carer (no less than three times) that even though I said I was on a call already, he should speak to me.
Chat start Question "Hi I would like to change form the 7.50 TV essential package to the £10 TV pacakage. But id like to know will I keep the 2.50/month TVdiscount if i do?"
Chat log; **Edited**
This is another long line in BTs customer care screwups over the past 12 days we have been customers. Highlights include;
- Sent an engineer on a multiroom install with only one box and no instructions for multiroom. After much heated phone calls, eventuall agreed to post us a multi room box
- When that box went missing, you were trying to tell us our remote batteries were to blame for that box being missing in the post (later determined lost by courier)
- Trying to bill us £198 for the replacement multiroom box, then arguing that as we has two boxes, we should pay 2x£99 (groan). You then agreed to refund £99 and said sorry it was an oversight, but then didnt actually action that and went ahead and billed us some £240 in one off charges.
very poor. absolutely terrible cusotmer service. theres no care and your agents do what they want.

Hi Leanne,
Very sorry for the rubbish service that you have received so far.
I'd very much like to help you so if you wouldn't mind sending me your details over a PM then I will get you sorted.
Steve
BT TV Expert
I am a BT Employee and an expert on TV queries. I am here volunteering my own time to give advice, primarily on the BT Vision+ and YouView boxes. Go here for more info.
If my post has been helpful, please click on the Ratings star on the left-hand side of the post.

Customer Care the Creative Labs way.

Customer Care the Creative Labs way.The key phrases here are:we appreciate the opportunity to assist you. If you still require assistance, please reply to this email? To cut a long story short..I have a Creative Labs portable MP3 player (a Zen Sleek 20 Gb) which requires a new battery. The machine was bought new, has been well looked after and is otherwise in perfect working order. Although the machine is just 5 years old Creative say they no longer provide any after sales support for it and, although not in so many words, advise me that my only option is to replace it. Dear Marc,
For this issue, I do apologize but please understand that we no longer have any spare parts for the player like the battery to be able to offer repair serivces.
We have discontinued manufacturing parts for the player for more than 2
years now and without parts, we cannot offer any type of repairs.
If it were available, we would have offered you the repair service in
the first place. What good would it be for us to decline you of repair
options.
Do what you think is right abd proper but like I said and as what my
colleagues informed you previously, we no longer have any repair options
for the Zen Sleek player.
Regards,
xxxxxxx
Creative Customer Support Services, Creative Labs
Thanks for getting back to me so quickly xxxxxxx.
Creative designed (and sold) the machine with a built-in battery.
Creative's engineer's and product designer's know that rechargeable
batteries have a finite and rather short life-span. Much shorter than
the life span of the Zen Sleek 20 Gb as a whole.
I am not prepared to throw this machine away and buy a replacement when
all it needs is a new battery.
Unless Creative would like this entire correspondence to be posted on
relevant consumer web sites, such as anythingbutipod.com I suggest you
get back to me with an appropriate solution.
kind regards,
Marc
Date: Thu, Oct 2009 7:02:38 +0800
From: [email protected]
To:
Subject: RE: CLE - Technical Support Request - (Zen Sleek)
(KMM9595845I5977L0KM)
Dear Marc,
Thank you for getting back to us. I am sorry of what happened.
With regards to your issue, I am sorry to inform you that as the zen
Sleek is designed with the built-in battery which cannot be
replaceable.
Have a nice day!
Please retain all the previous correspondence when replying to this
email.
Best Regards,
xxxxxxx
Creative Customer Support Services
Creative Labs Europe
Thanks xxxxxxx,
In the case of the player in question, I still believe the battery
needs to be changed. THis is normal given the age of the player and the
amount of use it has had.
What are my solutions for achieving this?
I have always believed that Creative is not the sort of company which
lets its customers down when it comes to afer sales support.
As I have said previously, the machine is in perfect condition and is
only around 5 or 6 years old. It was a very high spec machine when I
bought it and I have neither the money nor the inclination to change
it.
Could you please advise as to how I can replace the battery, and not
refer me to any other parts of your web site.
Thanks in advance,
Date: Thu, Oct 2009 :53:2 +0800
From: [email protected]
To:
Subject: RE: CLE - Technical Support Request - (Zen Sleek)
(KMM959435I5977L0KM)
Dear Marc,
Thank you for getting back to us.
With regards to your enquiry, you might like to visit our website to view the article.
Prolonging Battery Life of a Creative Product
The Link: http://support.creative.com/kb/ShowA....aspx?sid=4672
Best Regards,
xxxxxxx
Creative Customer Support Services
Creative Labs Europe
Thanks for your response xxxxxxx,
What would you suggest? That I throw the machine away and buy a new one?
This player is still functioning perfectly. It never skips, rarely freezes and is generally in excellent condition.
All the interfaces, charge leads work perfectly. It deli'vers excellent sound quality.
As a result of being charged a great number of times, the battery no longer holds as much charge as it did when new. The player's autonomy has decreased sharply as a result and, unless I am able to charge it every 2-3 hours or so, I cannot use it.
The player is not that old, no more than 5 or 6 years.
Surely there must be some solution for prolonging its useful life.
I will leave it with you to make inquiries within the Creative Labs structures.
Thanks
Regards,
Marc
Date: Tue, 29 Sep 2009 7:34: +0800
From: [email protected]
To:
Subject: Re: CLE - Technical Support Request - (Zen Sleek)
(KMM958392I5977L0KM)
Dear Marc,
Thank you for reaching us at Creative Technical Support; we appreciate
the opportunity to assist you.
With regards to your enquiry, I am very sorry but unfortunately,
we do not have any replacement battery for the ZEN Sleek. Sorry for any
inconvenience that caused you.
If you still require assistance, please reply to this email with any previous correspondence to ensure the quickest and most accurate service.
Best Regards,
xxxxxxx
Creative Customer Support Services, Creative Labs Europe
Subject: CLE - Technical Support Request - (Zen Sleek)
E-mail Address:
Self Description: Intermediate PC User
Region: Europe
Country: United Kingdom
Support Inquiry: Other/Not Listed Above
Product: Zen Sleek
CCPP Certificate Number:
Serial Number: 390542004008M
Purchase Date: Aug/23/2004
Operating System: OS Independent
Firmware Version: .00.05
Creative Model Number:
Connected To:
Detailed Problem Description:
The battery in my Zen Sleek 20 GB MP3 player needs replacing. It is not accessible to the user. What are my options for replacing it's How long will this take? and what is the cost? Many thanks, regards, Marc

Thanks for taking the time to respond Mike,
This is an interesting take on the situation.
I do not consider 5 years as an acceptable life span for a machine which cost close to 200 GBP, was made by a highly reputable manufacturer and has been well looked after. 0 perha
ps.
If this is the case, then at the moment of sale the customer should be advised of the limited life span.
I have not the skills, the material, the time nor the inclanation to take the machine apart myself, even if a suitable new battery could be found.
I agree with you that the cost of repair is likely to exceed the cost of replacement.
I shall continue to use the machine for as long as I am able (despite its short autonomy) and will look to Creative's competitors when I eventually replace it.

Abysmal customer care.

About 10am on Thursday, and engineer appeared in my back garden, knocked on the door and said he’d have to disconnect my phone for about 2 hours as they needed to work on a pole down the street. I hadn't called them as my phone and Internet were absolutely fine; there were no problems at all. 5 minutes later, I lost connection.
Hours later, they still hadn’t reconnected me or come back to say that they’d finished. When I went out to look – they’d packed up and left. I called BT – and it took hours to get through. They tried to say it was down to me and said they’d get someone round to have a look in a WEEK’s time.
I need the phone and Internet. I pointed out that as they had come and disconnected me, the least they could do would be to return and undo whatever they had done ASAP. I spent all day yesterday trying to sort it out. Promises to phone back were unfulfilled and when someone finally did get in touch, he said it would take him 24 hours to get me reconnected. Still waiting to hear from them – still no Internet or phone.
BT makes it almost impossible for you to get in touch with them, impossible to get a clear update and for most of the time all they say is, ‘I’m sorry, I can’t do anything about that’.
Surely, the courteous thing for the engineers to do was to come back, tell me they’d finished and checked that I was reconnected again before moving on. The very least they could have done when I informed them they’d done something to my connection was to come back and rectify it.
I’m very disappointed with the way BT has handled this – very poor quality customer care indeed. Still trying to get them to come back and see what the problem is and as I work from home over the weekend, loss of internet has been exceptionally inconvenient. They seem to think its OK to just arrive unannounced, cut you off and then leave you for days and days without bothering to do anything about it!
Solved!
Go to Solution.

BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Deadful Customer Care - get it sorted

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