Intermittant Broadband - POOR complaint handling

We moved to a rented house in May 2011 and our Broadband only works about 60 - 70% of the time. Despite numerous calls to BT we have given up reporting the issues as it will work after a few down days. After a call a few weeks ago I wrote a complaint letter asking for it to be looked at by a UK Based Manager. Despite inclusion in calls to ensure our account says I work shifts I received a call about my letter yesterday from BT on a Saturday morning, this call was cut off after a few mins and they didnt call back. Then I am woken up at 9am on Sunday morning (today) and told they are putting me through to technical to try and sort the issue. BT seem to have no comprehension of what the actual problem is. I said I wanted to talk to a senior UK Based manager this morning and was told that obviously they didnt want to help me but the team in Deli did want to help. I questioned again that no one in the UK wantaed to help customers and was told I was correct. So despite writing a letter in English, and posting to a UK address to British Telecom, they feel that at no stage of complaint does it warrent someone dealing with it that actually cares. The caller this morning was very quick to hang up when i said I didnt want to continue the conversation as it would go nowhere as usual. before I finished the sentence i got "bye...beeeeeeeeep". At a loss to know what to do now. Any suggestions on who to write to or email or call would be appreciated. All my file notes and copies of complaint letters are now being sent to OFCOM and Watchdag also.
Cheers.
Simon.

Hi Welcome to the forums
Here are some help pages done by CL Keith http://www.btinternet.com/~cbeddoe/speed/Speed.html
also post your full hub stats details shown in this link http://www.btinternet.com/~cbeddoe/others/adslstats.html
Can you also post the full results fromBT Speedtest speedtester.bt.com
Have you tried connecting to the test socket at the rear of the master socket  
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
This is a customer to customer self help forum the only BT presence here are the forum moderators
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Similar Messages

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    Suckered wrote:
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  • Re: Two years of intermittent broadband faults

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    scott1965 wrote:
    This a shocking service and a shocking way to treat customers BT, but over the year I have come to expect this.
    Hear hear, Scott!   You're well within your rights to feel aggrieved; I would be spitting my teeth out, if I had any left.
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    Welcome to this forum.
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    This is where customers help each other get the most out of BT products & services.
    Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
    If you need direct help from BT or have an urgent problem please use this linkContact Us.
    This is a public forum which can be viewed worldwide, so please do not post any personal information, especially phone numbers, account numbers, fault numbers, address information or email addresses, as this could be used to impersonate you.
    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.

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  • Intermittent broadband connection hertfordshire SG...

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    Can you post your helpdesk data from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254 or http://bthomehub.home
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  • Intermittant Broadband Connection

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    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.
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  • Intermittent broadband at certain times

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    868 Kbps
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  • Broadband - poor signal in certain rooms at home.

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    There are some useful help pages here, for BT Broadband customers only, on my personal website.
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  • Intermittent broadband, phone interference - and t...

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    Welcome to this customer to customer forum.
    To enable forum members to help you, could you please read the web page that is shown below, which asks you to do a few checks first, and has some helpful hints.
    When you have done that, please follow the instructions at the end, and post the results here, so members can offer advice. Thank you.
    Speed and disconnections
    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.

  • Re: Broadband installation complaint

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    I have asked a moderator to provide assistance, they will post an invite on this thread.
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    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.

  • Chronically slow intermittent broadband

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    Hello RogerB
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    Kind Regards
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