Random Dropping and POOR CUSTOMER SUPPORT

So I've had this issue for about 2 years. Yeah, 2 years.
We've had countless calls with BT, countless emails etc. Nothing is working!
Whenever I call the BT centres now, I refuse to do these pointless tests, as they provide no accurate result, I also cannot explain what the situation is fully to them, because they don't understand me.
The internet will randomly drop once or so every five minutes, sometimes it'll be a full internet drop, or sometimes it'll be heavy packet loss. It happens on all devices, wired and wireless, desktop pc's to phones.
We've been given discounts on our packages, however they are useless discounts as we are still having major troubles connecting to the internet.
We've recently noticed a new occurrence, whenever our internet drops, we also lose connection to the hub settings manager. Bare in mind this happens on all devices at the same time. Lights on the hub remain blue, and the speeds on our hub settings page will also remain at 448kbps up and 7mbps down.
I'm really losing the remaining patience I have fast, the call centres don't have a clue what they're doing, today I was talking to the floor manager who even booted me offline to do a test without my approval, which I find unacceptable.
I also find it unacceptable that there is no English call centre, as, not being rude, but it's really hard to understand the foreign call centres, and they find it hard to understand you as well.
So, does anyone here have any resolutions to the internet drops, as we're out of ideas.
(bt claim that the line from the exchange to my hub is *totally* fine)

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
I understand your reluctance to do the test requested by CS 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).
which hub do you have?
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
check here to see if any exchnage problems http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
http://bt.custhelp.com/app/answers/detail/a_id/15036
http://community.plus.net/exchange-information/
Someone may then be able to offer help/assistance/suggestions to your problem
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Similar Messages

Update to STB created a brick and poor customer service

To whom it may concern,
I honestly have lost all faith in Verizon FIOS and will start pricing to replace your service first thing in the morning. This evening I spent 1.5 hours on the phone trying to get my set top box fixed. This was a total waste of my time when I could have been taking care of a cancer patient or myself for that matter, something I get very little time to do. Below you will see what my issue is and what I think of your customer support and how you feel about your "clients".
Recently there was an update to the STB as was emailed out to me a few days ago. As soon as this update occured I noticed that the tv likes to reset itself and Im talking a crap ton. First it started off 1-2 times daily and now its 10-15 per hour if it doesnt just get stuck in the cycle of turning on and turning off. I decided to make the call to tech support who is utterly worthless. After spending 20 minutes trying to even get through your automated support I finally got a "person" on the phone who can do nothing more than read a screen. I explained what the issue was for her to go well I will mail you a new box out, it should be there within a week. I explained that is a no go as I actually like to use my tv and the service that I pay for, not it around for a week waiting for decent customer support. I was told that the stores dont carry the box I need and this was the only way. Every time I asked a question I would get the woman hissing through her teeth like she was better than anyone else. I asked to speak to a supervisor who about 15 minutes later came on the phone and said that the stores do carry boxes but it was not the new ones and I would be charged a $9.99 restocking fee. Literally I bust out in laughter at that because it was your update that caused this issue, not negligence on my part. She said that it didnt matter, that it is a nation wide fee and if I dont like it tough. I asked how is it that the stores dont carry the box I need seeing as I live in the mostly densly populated part of this country. She had no answer what so ever and recommended I speak to billing to see if they could reverse the fee. So yet again I sit on hold for another 10 minutes . This time it was we do have the boxes, there is a fee, no we will not remove the fee and its all the old equipment, not the new STB. I asked to speak to this womans supervisor to which she said no. I kindly told her I do not need to hear anything else from here and to put a supervisor on the phone. I get placed on hold for another 5 minutes for her to come back and tell me she is then bringing a supervisor on the phone and placed me on hold again. 30 seconds later she comes back and goes sorry no supervisor, it will be a 20-30 minute wait. Again I just burt out in laughter and asked how 30 seconds ago she was transferring me and now that person was magiically not available. I asked that she find a supervisor to which she just hung up on me. Total time lost over an hour. I call back yet again to get similar **bleep** stories of how its not their issue for a restocking fee even though they caused the issue blah blah blah. This time I was offered a "free" mailing label and I could go rent another box and then mail back the old box.
Frankly all of this is a joke and you people should be ashamed of yourselves . I have had better customer service speaking to people that dont even speak English. How is it you even begin to charge people a restocking fee for going to a store to replace your faulty equipment due to your own engineers messing it up. What exactly do I play over $100 a month for?!?!?! How is it you hire reps that can do nothing more than read a screen and supervisors that talk down to you? I have been with FIOS since it first came to my area and immediately signed up. I am now having some serious doubts as the customer service used to be 8/10 and is now -5/10. I frankly do not have the time or money to waste on a company that does not care about customers let alone do what is right to fix the issue that you started. Heck while typing this right now, the box reset its self over 10 times which would probably be a total of 75-100 resets today alone. Tomorrow morning when I wake up I will be calling cox cable as well as visiting Tmobile to transfer my plan. You surely do not care about your customer base and only want new customers so why not screw the longstanding subscriber over. How long do you think you will get away doing business like this. At this point Time Warner cable has a leg up on you when it comes to customer service. Yes their channel line ups suck but at least their equipment as well as Cox's works, its more than I can say for you.

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Frustrating And Poor Customer Service

A few weeks ago I made a change in the equipment I rent. I had one HD set top box, one digital adapter and one Standard set top box. The standard box was supposed to be free for as long as I kept Verizon TV service but now Verizon seems to want to charge me for it. The changes I made seemed simple enough. I returned the digital adapter and in its place I rented another HD box. When I logged into my account a couple of days later I went to my equipment list and noticed that there was now a charge associated with the SD box. I called customer service and spent almost a half hour either on hold or trying to explain my problem. Finally the customer service rep saw what I saw and the final explanation that I got was that when I made my equipment change "the computer flushed out the grandfathered free SD box". I then asked that they remove the charge, the deal was that this box was free for as long as I kept Verizon service. The answer I got to that was that she couldn't. I told her that that was not acceptable and that there had to be someone that could do something about it, by now I was getting a little annoyed about the whole thing. She said she would connect me to Customer Retention. OK, this guys job is supposed to be to keep me happy and a customer. So now I explain the whole thing again but this time all he keeps saying is "I don't see where your being charged for the SD box". I try to tell him where to look but all he keeps saying is that he dosen't see a charge. I ask him why can I see it and he dosen't? And again all he says is don't worry you won't be charged. I then ask him for his name, phone number or any way to contact him so I don't have to go through this again when I get my bill and he says, "don't worry I'll be watching your bill". I ask him again and he says that he made a note and will be watching for my bill to assure that I won't be charged. Well I got my bill this weekend (the bill that never stops going up) and I'm being charged for the SD box, not only that but also a 5 day partial bill for last month too. This whole ordeal took me over 45 miniutes and to no avail. This shouldn't have happend in the first place but I do understand that mistakes can happen. What I don't understand is that after spending all that time I couldn't get a name, number or case number but was left with nothing to do but go through the same thing again. I also didn't appreciate the lip service I was getting from the Customer Retention rep. I could tell by the way he was talking that he had no intention of bothering with this but I decided to give him the benifit of doubt. Then I stumbled across this forum. I was hoping someone might have some advise for me in moving this along.

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Poor customer support

Even though I found the Zen mx easy to use and sounded nice the customer support was not? easy at all.
Bought in April from? there online european shop, developed a fault in June ( Dead Screen).
Had refurbished replacement sent but this was very badly scratched on the inside of the screen.
Had to return at my cost, but told this would be reimbursed.
Second replacement was in same condition and also with no memory card.
Again had to return at my cost, this time I was refused reimbursement of postage.
Was told that a brand new ZEN (not a Zen mx) would be sent as compensation for my inconvenience (not even asked if this was acceptable).
They also requested my bank details to be sent to them in an email, which I refused.
Told I had to choose an accessory instead of refund of postage to the value of only one of the postage costs.
Was not happy with this but decided to reluctently accept.
Soon after I received a telephone call saying that they will honour the cost of the second postage and that I could now choose from a few more accessories. Also it was confirmed that the Zen was an upgrade and that it was difinately to be a brand new one.
When it arri'ved it was yet again a refurbished model with fine scratches on the inside of the screen and again with no memory card.
This was the final straw and I have now asked for a full refund and for them to arrange collection of there property.
As of this time I have not received a reply to my request.
So to be blunt, beware if you have to return any products under warranty as the condition of there refurbished mp3 players is poor at best and the comunication within departments is even worse.
I find this a real shame as the original product was of a high standard and performed well, that is until it developed a fault.
I will update the outcome when I have one.

Hi,
Sorry about your experience with customer support, can you please provide us with the RMA reference number?

Cracked TV, a UPS claim, and an unusable protection plan--and poor customer service

Best Buy has some serious issues with customer service. I recently tried to exchange/return/fix a 46-inch smart TV my father purchased from BestBuy.com. It came damaged. Immediately upon walking in and asking to exchange our damaged TV, the three customer service team members took the television from us and whisked it off behind the scenes. They did not tell us what they were doing, nor did they tell us they had called in a supervisor. The supervisor (at least I presume she was the supervisor because she did not introduce herself or state why she was there) came over and said “So what’s your “story” behind the damage to the TV?” I stared blankly at her because it felt like she was accusing me of something, and she repeated, “Tell me what happened when you opened it?” I explained that because the TV arrived four days early, we didn’t have a place for it right away and we put it in an office where it would be safe. We opened it a few days later. Yes, we had assembled it, because we opened the TV with the screen away from us and assembled the base from behind. It was only when we turned the TV around that we saw the cracked screen and the shards of plastic on the floor. Then we dissembled it and put everything back in the box to take to Best Buy. Yes, we noticed some damage to the box, but it looked minor. The supervisor told me that it looked like the TV was damaged when it was installed. I told her we did not drop, kick, or otherwise damage the television. We were incredibly careful, because it was a gift and very expensive. She said the damage must have been done in transit then. Best Buy was not responsible. All they could do was put in a claim for UPS. I asked about the Geek Squad protection purchased with the TV and was told that only counted for software. I pointed out that Best Buy’s website clearly states that the stores accept returns from BestBuy.com and that Best Buy also accepts damaged returns. She didn’t reply to that, just said she was sorry and left. I work in customer service. I know people can be dishonest and are always trying to get as much as the can for very little. I also know that regardless whether the customer is right or wrong, he/she should always be treated respectfully. I do not feel I was treated with respect. I felt like a criminal from the moment the team took my TV from me. The supervisor practically accused me of lying and did not seem to listen to my explanation. She did not even stay to see the transaction through, but left (the store was fairly empty at this time) and I had to wait, twiddling my thumbs, while two other customer service members took another fifteen minutes to set up my claim with UPS. Neither one spoke or looked at me during this process. Now, I have a $500 television set with a large crack in the screen, a claim with UPS that may take weeks to resolve, a 5-year $100 protection plan on a TV I won’t ever be able to use, and a lingering bad taste about Best Buy. I have never walked out of a store feeling as small as this experience made me feel. The sad thing is that I had planned on purchasing more items from Best Buy over the next couple of months. Rest assured, they will be purchased elsewhere. The only person who smiled or wished me a good day upon exit was the guard at the door. I will not be returning to this or any Best Buy store.

Hello eab64 –
It is regrettable that you had such a poor experience when you brought your father’s TV into our store, and for that I am truly sorry. The way the customer service associates and supervisor treated you was unacceptable. We in no way want you to feel like a criminal, or feel like you’re being accused of wrong doing when all you’re trying to do is get your product fixed. It is also clear many of the actions taken in the store may not have been clearly communicated to you.
It is standard procedure for damaged or defective TV’s brought in store to be taken in back where they can be setup and our customer service associates can perform an assessment. This should have been clearly communicated to you. Once any damage or defect was assessed, ideally the supervisor should have approached you with a solution, and not accusations.
The store did offer you the correct solution in the end, regrettably this too sounds like it was not communicated as well as it should have been. Our Return and Exchange Promise does not allow the return of damaged products, and the Geek Squad Protection (GSP) plan for televisions does not cover damage to the panel beyond burnt our pixels and image burn in. Because this damage occurred during shipping, a claim with UPS is the correct course of action. UPS claims can usually take up to 8 business days, and I am sorry we are unable to offer you a more immediate solution.
Please feel free to reach out to me if you have any additional questions or concerns.
Sincerely,

How to address poor customer support

In January, I ordered a Yoga 2 Pro. The laptop arrived and met my expectations. Approximately 4 weeks later it refused to boot up. I called Technical Support.
Technical Support was less than helpful. They had me try a couple things via phone, then told me the laptop was “dead” and Lenovo would replace. I inquired about the files I had stored on the computer and was told they were impossible to retrieve.
I called Customer Support, armed with this Technical Support Ticket Number and spoke with Nxxx. She was extremely helpful. She processed the Return Order and the Replacement Order. I discussed with her my desire to retrieve personnel files and she provided local Lenovo Support Centers and advised I call them. I did call. All Support Centers advised they could not open up this laptop and it had to go back to the factory.
The next day, I logged the order number and received the below status from Lenovo’s web site:
•   Order Date 2014/02/26
•   Estimated Ship Date 2014/03/10
•   Estimated Delivery Date 2014/03/12
Sometime between March 10th and 12th, I ran the order number again on Lenovo’s web site. To my surprise, the Ship Date had changed to 3/24 and Delivery 3/26. I called Customer Support to inquire. I was advised by the agent there were “parts issues”, thus the delay. I again attempted to discuss my frustration at the lack of Technical Support’s interest in pulling the files from the defective laptop. At the end of this conversation, I went to Lenovo’s web site and wrote a complaint regarding the situation with my lost files. To date, I have never received acknowledgement from Lenovo regarding this web site complaint.
Prior to March 24th, I again called Customer Support to verify the laptop was shipping out as planned. After much frustration with the agent, I requested to speak to a supervisor. I instead received a Lead, named Pxxx. I discussed the situation with Pxxx. He was very apologetic. He promised he would look into this situation and call me back the next day. He never did.
March 27th, I ran the order number again on Lenovo’s web site. To my surprise, the Ship Date had changed to 3/4 and Delivery 3/8. I called Customer Support to inquire. The agent who spoke with me apologized. She did research on your system and advised me the laptop would ship in 24-48 hours. I questioned why Pxxx never called back. She promised to send a note for Pxxx to call me back. He never called.
March 31st, I called Customer Support. The agent advised the Ship Date was 3/4. I requested to speak with a Supervisor. He advised a Supervisor would call me back before 21:00 EST. At 20:30 EST, Lxxx called. We discussed this issue. She apologized. I expressed my frustrations having to wait 6 weeks for a replacement for a defective laptop Lenovo sold in the first place. She promised to take this up with the factory the next day and call me to advise of the results. She did not call back.
April 1st, I sent an e-mail to Lxxx requesting status. I took a screen shot from the Lenovo web site. Ship Date 4/3. Delivery 4/7.
Today I again called Customer Support. I spoke with an agent who advised Ship Date 4/9. I asked to speak with a Supervisor. I was passed to a Lead named Pxxx. I asked him if he was the Pxxx who promised to call me back two weeks ago and never did. He neither confirmed nor denied that was him. He did not apologize for not calling. He did state he was the only Pxxx in the office. I expressed my frustration. I told him I spoke with Lxxx Monday and she never called me back. Pxxx passed me to Lxxx. I asked why she did not call me back as she promised. She apologized and stated she was busy. I asked if she received my e-mail yesterday. She admitted she was behind on her e-mails and did not know if she received it or now.
I am extremely frustrated with Lenovo for 3 reasons.
1.   The laptop sold me was defective. After it died, I did some searching on the internet and it appears this is a common problem. I am shocked Lenovo has not addressed this.
2.   Technical Support ignored my requests for assistance retrieving the files from the defective computer. The made no attempt to help. I can only assume the computer has been wiped and the files are gone forever.
3.   Your Customer Support system is set up to lie to people. I do not think the people at Customer Support deliberately lied to me. They were merely repeating the information available to them. This information is set up to give false shipping data based on a 2 week window. Two weeks does not sound bad. Surely you can wait 2 weeks. On February 26th , I was lead to believe the computer would be in my hands no later than March 12th. If Lenovo truly ships the computer on the 9th (current estimate), I will have waited 7 calendar weeks. I am confident, someone knew back in February this would take longer than 2 weeks. Had Lenovo been transparent from the beginning, I would not be as upset as I am now.
I would like very much a conversation with someone at Lenovo who can address these frustrations. To date, I have spoken with agents, leads and supervisors. It is clear these people are only repeating the information available on their computer screen. They do not have any ability to contact the projection facility or technical support to research the true answers for my questions.

Thanks for noting your concerns - I believe we have received your emails and a member of our exec relations team should be working with you to ensure resolution.
If you need additional help on this, please send me a private message.
Thanks
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
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Wifi not working again and poor customer service

VERIZON IS THE ABSOLUTE WORST!!There is no good way to put it.Their products seldom work and their customer service is by the worst for any company that I have ever dealt with.They have to be embarrassed with their customer service, but clearly they are not since nothing changes. My internet is out non-stop and every time that I call them it takes around 1 hour to get through. The last phone call that I made (last Monday June 22nd) took 1 hour and 15 minutes before I got through.That is a disgrace and a complete slap in the face to your customers.They never fix the issue. They just put a band aid on it.They said they would send me out a new router that would arrive on Wednesday June 24th. Here I am one week later and we still don’t have a router. I told my wife this would happen. Verizon is so incompetent that it’s easy to predict their next mishap.You would think they would offer to credit my account for the amount of days that I don’t have internet service but that would actually only happen with companies that care about their customers.I know I am just venting to no one, but I would rather vent her than call and sit on hold for an hour before speaking to someone to vent to.I am just counting down the days until my contract is up.I thought Comcast was bad, but they are superior to the garbage service and product that Verizon provide. Bob P.

For the wireless issue, I point to http://forums.verizon.com/t5/FiOS-Internet/Why-your-Wi-Fi-is-slow/td-p/534451 Note what is said there, also applies to why the wireless is not working - not just why if the wireless is up it is slow.

Zebra lines and poor customer service

My phone has two vertical white lines on the right side of the screen, i took it into my local Verizon store where i was met with a very hostile employee who took one look at my phone and said "oh thats a pressure break on your screen we can't help you" i then tried to calmly explain that no it stopped working in my hand while in a life proof case, wasn't dropped or around water and it most likely wasn't a pressure line. She looked at me told me i was obviously wrong and if i want to replace my phone here was the card for the insurance i have on my phone. i asked if there was anything she could do and she said no and started helping the person behind me. Once i got home i looked up "pressure" break on iPhones and it looked nothing like what was wrong with my phone but did find almost an exact picture of my vertical lines in a reference to a capacitor repair kit which sounds more like a hard wear problem. I am considering going back into the store and getting the employees name to file a complaint with the manager about how rude she was to me (basically calling me a liar, and speaking in a condescending tone while trying to rush me out the door). Being treated poorly and basically getting no help has really lowered my opinion on Verizon's customer service.

Call Apple, go to Apple.com, or visit your nearest Apple store. You'll get much better service there. If the phone is still under the one-year warranty you'll likely have a replacement in short order.

Randomly Dropping Traffic - Bad Tech Support - Should I Switch ISP?

Summary
I replaced the Verizon router with a Cisco router that support being an IPSec VPN Tunnel end-point. I switched from the coax to the Ethernet port on the ONT as the router doesn't have a coax port. Next I configured the IPSec Tunnel on the router, and I was a happy camper because I now have access to the company LAN.
[Fast forward a week.]
Phone calls started sounding choppy so I investigated. It now seems like there is a ~15% packet loss for VPN traffic. How did that happen? I spent 2 full days triaging the issue ... I'll spare the details ... and I narrowed down the packet drops to somewhere between the local Verizon ONT and the remote site modem.
As a test, I temporarily switch my Internet connection to my handy iPhone 4 hotspot (thanks AT&T )
To my surprise ... no packet loss. So that narrows it down to the ONT and the Verizon network. So I contacted tech support and wasted almost an hour with someone who was absolutely no help. To top it off, he tried to sell me on some Expert Care package -- apparently he himself is neither an expert nor does he care -- for me to get my service issues resolved.
Now the question for me is, should I continue struggling with this subpar support service, or should I switch to another more helpful ISP?
Solved!
Go to Solution.

Physical Connections:
PC----[Router A]--(Ethernet Port)[ONT]===={{{{Verizon Cloud}}}}==={{{{Time Warner Cloud}}}}====[Modem]----[Router B]
The central VPN point is Router B.
Router A is a remote VPN client. Alternatively, if VPN is disabled on the router, the PC behind Router A can also connect with a software VPN client.
No.
The configuration is fine.
The IPSec tunnel gets established.
The VPN has worked fine for two weeks.
Starting yesterday, random IPSec encapsulated packets from Router A to Router B are getting dropped.
~30% packet loss.
This happens with either the PC or Router A as VPN client.
(Please note that Router A is not the Verizon supplied Router.)
Also, pings from Router A to Router B outside the VPN tunnel have 100% success rate.
I narrowed down the packet drop to somewhere from the ONT to maybe the Verizon clould (packet filtering or inspection?).
Can you reload the ONT?
Thanks.
Will do.
Done.
There only is a 3rd party router.
There is no Verizon supplied router.
PC----[Cisco UC520 Router]====[ONT]

My experience of Playbook and RIM customer support

On Oct 26, 2012, I purchased BlackBerry 32G Playbook from
The Source. I contacted BlackBerry support on Dec 27, 2012 as I was having problem charging it using the charger that came
with the Playbook. The charging cable connects to charging port on the playbook
very loosely and it doesn’t seem to make good stable contact. After some
troubleshooting over the phone, I was told to ship the Playbook for repair.
I was issued an RMA. The Playbook was sent on
Jan 7, 2013 to Lavergne, TN for repair. I received the playbook on Jan 14, 2013
from Lavergne, TN. It came with no note as what was the problem and how it was
fixed.
On receiving, I soon found out that I still cannot charge
the unit. Called BlackBerry Support again. I was frustrated with same questions
from call center person and she hang up on me. I called them back and it was a
different person. Customer Service representative told me that they cannot see
what repairs if any were done by their facility in Lavergne, TN. I was issued a
new. One more time, the unit was sent back to Lavergne, TN for
repair on Jan 21, 2013. This time, I put a note with Playbook for repair
department to notify me as what was the problem and how it was fixed.
The unit came back from Lavergne, TN on Jan 28, 2013. There
was no note as what was wrong with the unit and how it was fixed. I soon found
out that unit is still not charging. Called the BlackBerry Customer Service
again and I was very frustrated at their sheer inability to fix the problem.
After a very long unpleasant conversation, I was told that they will put a hold
on my credit card and will send me a replacement unit. To avoid being charged,
I need to send my Playbook in 10 business days.
Since I’m out options, I grudging agreed. They couldn’t even tell me if
the replacement unit is going to be a new or refurbished. I was issued new RMA.
I received the replacement Playbook on Jan 30, 2013. Thought
my troubles were over finally. But then I tried my charger to charge the
replacement Playbook and the chargers cable won’t fit into the Playbook. So I
called Customer Service again, this time demanding my money back and they can
have their Playbook back.
So far I tried three BlackBerry chargers and none of them
cannot charge the Playbook. Every time, I called Customer Service, I was told
to troubleshoot the problem myself. A customer service representative that hang
up on me told me to go to any nearby store, borrow a charger from store to see
if my Playbook would charge.
The entire month of the Jan 2013 I didn’t get to use the
Playbook. Since I cannot charge Playbook, I cannot use it at all. I got to use
it for less than 2 months and I spent over $200 for a lemon, a horrible
customer/technical support and very long headaches. I had to take Tylenol after
every call to BlackBerry customer service.

Is your PlayBook in a case by any change? I have a friend who had his in a case. When he tried charging it, the plug would not fit in properly and would not charge. Apparently, the hole cut in the case was just a bit too tight so the plug would not go in all the way. He had to remove it from the case in order to charge it up.

Who do I contact to file a complaint about wifi on my new IPhone5 and poor customer service at the Apple Store in Leawood, KS

I am having problems connecting to wifi at home with my new IPhone 5. I got it replaced today at the Apple Store after dealing with a rude customer service person yesterday and today. They simply would not listen to me explain all the troubleshooting I have done. I also have an Apple Airport Extreme base station router, Macbook Air, two IPads, IMac and my husband's IPhone 5 on this wifi system with no problems. After talking to Apple Care yesterday, they told me to go to the store today to exchange my phone. The customer service person argued with me that I would have the same problems even if I exchanged the phone. This has been a very frustrating experience and after being a loyal "Apple" geek for many years, I'm seriously thinking about returning my IPhone 5 and getting a Samsung Galaxy S3! This is totally unacceptable! Tech support at Apple Care was great yesterday and that person actually listened to me unlike the two individuals at the Apple Store in Leawood, KS. How do I file a complaint about the hassles at the Apple Store?

Talk to the store manager.
Regards.

Lack of Commitment and Poor Customer Service

My daughter made international calls on her cell phone. She met this person online and did not realize the person was located outside of the United States. It is a very odd situation in that the number she was dailing was an 868 area code and did not require any additional numbers. Due to the number having the same format as a US based number there was no way for me to know the usage charges that were being added to my account. Over the 2 months, she has incurred approximately $7500 in international charges.
I called Verizon on May 27th and notified them of the situation. I spoke with a great customer service rep. She tried her hardest to work with me. She applied a courtesy credit of $299 to the bill and indicated that she would retroactively add an international plan to my account.
Unfortunately, this is where the good customer service ended. When I checked my most recent bill the international plan was not added to the account. This was the first broken commitment. They indicated it was due to have a past due balance of greater than $25. Obviously based on the circumstances it would be impossible for me to pay the bill down to $25 in one payment.
On June 2, I was told that my call would be escalated to management and I would receive a call back in 24 - 48 hours. Today June 4, after 48 hours expired. I called Verizon as I did not receive a call back from the manager. The lack of the call back with the second broken commitment.
The customer service rep I spoke to today provided the worse service I have received so far. She made a couple of inappropriate comments. The first was:
1. I need to tell me daughter to stop making international calls. I am a responsible parent and I have disciplined my child. Verizon is a cell phone provider. Its not their place to give parenting advice. An appropriate customer service response is, "Let me see if there is anything we can do prevent this from occuring again"
2. Then agent told me the manager was not going to drop everything to respond to my call. I did not request the manager to do this. I waited the 48 hours that I was orginally given. An appropriate customer service response is"I apologize we did not meet our original times, let me see what I can do to get a manager to respond to you".
At this point, I am obligated to pay over $7,000 in cell phone charges which I will do as I am a person of my word. At this level of payment, I should be treated as a premium customer and I expect much better customer service from Verizon.

International Long Distance and Messaging by Country - Verizon Wireless
International Long Distance Value Plan for Trinidad & Tobago:
Voice Rate: Landline $0.05/min Mobile $0.05/min
Monthly Access Charge $5.00
*You can automatically add these services to your account if you have a 30 day payment history and your account is in good standing. If you have been a customer for less than 90 days, please call Customer Service at 1.800.922.0204.
(AT&T offers a better plan - $0.01/min to Trinidad & Tobago, $5.00 monthly access)

Very Slow Broadband and Poor Customer Service

Hi,
Since April we have been having issues with our broadband line dropping the connection and terribly slow speed (around 0.4Mbs). We have had 3 engineer visits changing the master socket, home hub, filter and even work done out in the road. Each one has supposedly 'fixed' the problem, only for it to return to the very slow speeds within a week or so.
Our fourth engineer visit was booked for this morning, and the engineer failed to arrive. I received a phone call to say BT needed to re-arrange the appointment as the reason the engineer hadn't arrived was because BT had decided that it needed to be a 'multi services' engineer not a 'external' engineer.
I didn't even get an apology when I pointed out that I'd taken half a day off work to wait for the engineer when I could have been notified that the visit had been cancelled. Unfortunately we got cut off before I could re arrange the appointment so I called back, only to be told by the next person that in fact the reason the engineer hadn't attended was because of a BT OpenReach outage. After re-arranging the engineer visit I've now been sent 2 confirmation texts one to say they will be coming on Friday, one to say they will be coming on Monday. Hence another 10 minutes of my day calling to confirm when they would actually be attending.
I have also been incorrectly charged the £129.99 Engineer Home Improvement Charge as a result of the 2nd engineer visit due to an ‘admin error’. This was refunded to my account following 3 phone calls (one to ask why the money had been credited to my BT bill when I'd specifically asked for it to be returned to my bank account) but it caused me to go overdrawn in the process incurring bank charges.
I have raised 2 complaints, but no-one has contacted me concerning them (now 2 weeks and counting). When I finally lost it and called to cancel the contract I was told that as I was still in my minimum term I would have to pay £208 for the pleasure. My counter argument that for a total 3 months BT have not been providing the service we’re paying for seemed to fall on deaf ears.
I don't run a business, but I'm pretty sure this is not how to do it...
If anyone has any help/advice it would be greatly appreciated.

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
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
is there any exchnage problems listed http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
http://bt.custhelp.com/app/answers/detail/a_id/15036
http://community.plus.net/exchange-information/
Someone may then be able to offer help/assistance/suggestions to your problem
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

My complaint and poor customer service from BT

I am posting a reduced version of the complaint i sent to BT, partly because i would like to know if anyone else has had the same problem and partly in the hope that someone here will see it and be able to help me with the problems i am having.
Here are the issues:
I placed an order for unlimited broadband online on 1st Feb. I had a confirmation email and a date to set my broadband up on 10th Feb. A couple of days later i get an email from BT saying that my order has been delayed due to a technical issue.
I ring the number given and spend 15 frustrating minutes trying to get through the voice activated choices in which the voice recognition never chose anything to do with what I said, and then keypad choices before I got through to a customer adviser in the UK, who was annoyed that I had got through to her as she said she did not deal with the issue I had. She begrudgingly went through the security questions and then said she would put me through to someone else. I then had to wait another 10 minutes on hold before being put through to somewhere out of the country where I spoke to someone with an accent I found difficult to understand and who then put me through the security questions again, asking some of them twice.
By now I have wasted half an hour on the phone and am no closer to knowing what the problem is with my order. The customer adviser then tells me there are technical issues with my MAC code but will not elaborate any further and tells me that the order has been pushed through and will now be fine, I am told I will get an email telling me everything is on track and I end that call.
I get no email.
Some days later, I get an early morning call from BT and the person tells me that there are technical issues with my order and that someone will call me from the orders team by 8pm that day. My phone then rings 5 minutes later with a phone text from BT which is not understandable it says something like "17 and we are working on it" . Five minutes after that my phone rings again with another phone text from BT saying that BT had tried to contact me and did not manage to get hold of me. This made no sense since I answered the call and the text arrived 10 minutes later, there were no other calls in between as I was right by the phone.
I never did get the call that was promised so phoned in again to find out what was going on, i speak to someone but then get put on hold for 20 mins until finally someone else speaks to me but they can't tell me what is going on except that there are technical issues, and the VOL number changed because the order was put in again on 5th Feb. I now have a different activation date of 12th Feb which I only find out because I log into the order tracking. The person I speak to apologises that I was not called and said they would get their supervisor to ask the orders team to phone me the next morning, so I await the call.
I get no call from them on that day either.
I ring BT again in the afternoon and speak to someone who says that none of my orders exist any more because of 'technical issues' and I have to put the order in a third time! On top of this my activation date has been moved to 14th Feb, this is the third date i have had. Thinking this would be the end of it, i was amazed the next day to get an email with yet another order, this time for the 17th Feb, and so now it seems i have two orders running alongside each other. No explanation as to why, no phone call to explain, none of it makes sense.
I phoned BT and informed the person of the situation and they told me that the order for the 17th would be cancelled and the order for the 14th would go ahead. I was assured this would be the case.
Half an hour after this call I was phoned by BT from the call centre outside the UK and was told that my order would now go through on the 18th. As I tried to inform him that 30 mins ago I had been told the 14th he hung up on me.
Furious, i called back right away and spoke to a woman who apologised for what happened, she informed me that because of the complaint I had submitted that my broadband order had been fast tracked to my original date of the 10th Feb (it is the 8th at this point). I asked her if this was really the case, she assured me that it was and so I asked if the modem would arrive on the 10th also and she put me on hold to check and then came back and assured me that I would also get the modem on 10th Feb.
I was not connected nor did I receive the modem as promised on the 10th.
At this point I am no longer surprised that everything I am assured will happen does not. So the day after, on the 11th I phoned again to find out why my broadband was not connected , yet again the person was clueless about what is happening. This time they assured me that the order for Friday the 14th would go through. I am left having to accept that this time will be the time that what I am told actually happens, because no one is willing to put me through to someone with more authority or ability to sort the problem once and for all.
On weds the 12th in the morning I had an email saying that my modem was on the way, so I thought finally that things were on track. This was not to be the case, in the afternoon i got an email saying my order was cancelled with no explanation, and i certainly did not ask for it to be canceled.
So I phone again and get through to the call centre outside UK which I didn’t want. Someone there kept me on the phone for 40 minutes while checking various ‘things’ then tells me that its very limited as to what he can do, that he can see I have had a lot of trouble, but he can’t do anything about it. I ask to be put through to someone who CAN do something about it because this is getting ridiculous and he tells me I will get a call back tomorrow. He tells me that the problem I am experiencing is BT’s fault and that I am not at fault and I should tell the people who call me to escalate my problem, then he gives me VOL number 5.
I explain to him that I have been promised a call back on two occasions before and they never arrive, in fact the only time I have been phoned by BT is to be told I am going to get a call back (that never arrives) and by someone who hung up on me. Since I never receive a call back or anything I am promised, I tell him that I would like to be put through to someone who can sort out my problem now. All he does is keep telling me I will get a call back and I realise I am stuck in a never ending loop and banging my head against a brick wall. I can never get through to anyone who can actually do something to help me, that needs to change.
So now we are at a point where I am going to wait tomorrow for a call that I suspect will never arrive, and on Friday I will hope for a connection to the internet that will never come about. We have already gone past the first two dates I should have been connected.
Is anyone able to sort this out? Or should i have given up after the first three orders failed?
Help would be appreciated.

Hi Mousepatch,
Once contacting the BT care Team (Mods) they will reply either by phone or email usually within 3 to 6 working days, however you will be given a tracking number immediately after sending the request. Please keep this safe.
Please be aware that this timeframe does not include weekends and Bank Holidays. The timeframe will also vary during busy periods.
Each case is done in a strict rotation so once your mod request has reached the top of the BTCare Team's inbox then they will contact you.
The BT Care Team are a BT UK Based specialist team who have a good reputation for solving customer problems.
Cheers
jac_95 | BT.com Help Site | BT Service Status
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BT Infinity - Problems and Poor Customer Service

Hello,
We are new customers to BT - having only had our Infinity Fibre Optic connection installed into our new home 13 days ago. Since installation, it's become evident that the Hub struggles to maintain any decent wireless connection to the downstairs of the property, often providing download speeds of just 0.2 Mbps or around that figure.
Having run various tests and spoken with BT online, we came to the conslusion that we're suffering from a Wifi Black Spot. However, the advice received was for us to Purchase an second Router / Hotspot in order to fix the connection; which I find absolutely disgusting.
I find it very difficult to fathom that, as new customers who've just recently paid for the installation of this service, we're expected to pay to fix the poor quality of this service. BT off an official Wi-Fi Home Hotspot 500 Kit for £89.99 - so are you seriously telling me that we have to fork out another £90 to fix the substandard service we've received so far?
Especially given how early we are into the contract, I have to say how severly disappointed I am in the service received from BT at all levels. To expect brand new customers to pay to fix problems created by the service is absolutely dispicable, and if these issues are not addressed in a more fitting manner we may be forced to look into taking further action.
I look forward to your responce.
Regards,
Alan

Unfortunately no ISP will guarantee wireless speeds because there are to many variables involved in the transmission of wireless, such as environmental factors of the type of property you have, stone walls, concrete floors etc.
There are a few things you could try to improve things before spending money.
Make sure that "Smart set up" is turned off. see link how to so that
http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...
Some devices have a problem with the Homehub dual band having the same SSid (name). Try giving the 2.4Ghz and 5Ghz frequencies different SSids. Just add a 5 to the end of the 5Ghz SSid so you know which is which. Check the 5 GHz Sync with 2.4 GHz: is set to NO.
Once you have done that "forget" the connection on your devices and then restart the devices and log onto both the SSids if the device can use both frequencies. Not all devices cn use 5GHz.
See this link
http://bt.custhelp.com/app/answers/detail/a_id/44798/~/i-have-problems-connecting-5ghz-and-dual-band...
Try downloading and running inSSider or another wireless scanner. This will show you the wireless channels that your Homehub/router is transmitting on as well as the surrounding networks. You want to take a note of the channels in use and change your Homehub onto a channel that is not being used.
See Link how to do that.
http://bt.custhelp.com/app/answers/detail/a_id/14094/~/how-do-i-change-the-wireless-channel-on-my-bt...
See link for inSSIDer
http://www.techspot.com/downloads/5936-inssider.html

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