Pretty much last chance saloon for BT - Any help a...

Question

A tale to tell.
Around October last year, my internet connection dropped way down to unacceptable levels. After much toing and froing, this was finally resolved, and everything was fine again. Nowhere near the speed levels I was first promised, but acceptable.
Around 2 weeks ago, the speeds dropped again. Having more knowledge of what could cause this, I done all the various checks needed, but to no avail, so I, in my infinite wisdom, decided to call the helpline. The chap I spoke to was very enthusiastic. In fact, he wouldn't really shut up. Eventually, after doing a test on the line, he informs me that BT were doing work to upgrade my exchange (presumably to make it LLU compatible), and that's why I was experiencing slow speeds. He confidently claimed this work would be finished on Friday 5th March, and that I would experience faster speeds than I previously had. Up to 8Mb he says, although it would more likely be around 6Mb. Well, that was fine, as I'd been struggling through with speeds of 2Mb for ages, so I accepted the drop in speed if this was going to be the outcome.
So, the 5th came and went, and the speed remained at ridiculously low levels (0.01Mbps at one point, ie one fifth of the speed of dial up). On Sunday, I decided to call back. After hanging up on the first woman when she failed to understand the words, 'I have slow speeds can you help' (I thought it better to cut my losses and try again at that point, could have been a long one otherwise), I then spoke to another Indian lady, who, once again, done a full line test. She called back to say there was a Network fault on the line, and would need to pass the details to someone else. When I enquired about this 'exchange upgrade', she didn't know anything about it, which meant the first guy had basically just told me a pack of lies to get me off the line. Having worked in customer services for many years myself, I generally find this to be a somewhat unreliable tactic to use towards a customer, as the potential for comeback on it is somewhat high.
Ok, so, this woman promised I'd get a callback within 48 hours. I was pleasantly surprised that the callback came within 15 minutes. Actually, 'completely shocked' would be a more apt description. This feeling of well being didn't last longer than the girl's first sentence, however, as it was clear she was as clueless as a blind detective. She mumbled something again about 'network fault' and said someone else would call back this morning. Asking her if she actually knew what was wrong was akin to asking a Frenchman about the concept of heroic bravery, so I didn't persue the matter.
This morning, yet another person happened to phone my wife (I was at work, see) and was incredibly rude to her. This would have been bad enough, but she was very unwell today, and this turned into a very upsetting call. He was trying to get her to 'test the filters' and 'unscrew the front panel from the extension box' for some bozarre reason. Even more bizarre was his indignant claim that there wasn't actually any fault with the line. Another new revelation then.
And so we travel to early this afternoon, and I receive a phone call, at work, on my mobile. An Indian lady seemed delighted to tell me the 'fault' had been rectified, despite the previous chap's expert prognosis that was was, in fact, no fault. When she asked me to run a speed test, I pleasantly informed her this wouldn't be possible due to the logistics of me being at work. After a period of silence, whilst her brain tried to digest this latest nugget, she then proceeded to ask me to test it again, and again I replied that I couldn't. This was obviously too much information too quickly, and she quickly assured me the fault was fixed, and to, 'try bt.com', somewhat curiously.
Lo and behold, I get home this evening to find it exactly the same as before. Now, I'm no expert on the matter, but having run a test and got this information;
Download speedachieved during the test was - 53 Kbps
 For your connection, the acceptable range of speedsis 50-250 Kbps.
 Additional Information:
 Your DSL Connection Rate :160 Kbps(DOWN-STREAM), 128 Kbps(UP-STREAM)
 IP Profile for your line is - 135 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 7.55:26.42:66.04 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
I don't think it's an incredible leap of faith to assume that my IP profile is, well, stuck, given it shows a paltry '135kbps'. I was under the impression that when this happens, a manual reset is the way forward to alleviate this problem.
Anyway, that's all semantics. The bottom line is that I'm paying very good money for a service I'm clearly not receiving, and I'm giving you chaps and chapesses one final chance to rectify it. Failure to do this will result in a request for a MAC code, and I'll be off to that attractive looking service in the SKY. The fact I've been lied to on several occasions, and my wife was upset by a cad of the lowest order is the veritable cherry on top of this metaphorical cake of sh.... you get the drift.
I appeal to someone sensible in BT land to help me with this. Surely such a person exists.
Thanks for listening.
Stewart

Answer 1

Hi MacZidane,
Yep best follow NanoTms's advice.  Drop me an email to [email protected] and I'll get this sorted out.  Just include your BT account and telephone number and a link back to this thread and i'll get the ball rolling.
Cheers
Craig
BTCare Community Mod
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