Re: Atrocious Broadband Speed & Customer Service

I have had broadband issues since November2013. I love chatting to the technical teams in India some of them are now best friends. Have had my hub 3 re booted so many times I'm not surprised it doesn't work. The replacement hub sent to me performs even worse than the old one. I've asked for a hub 4 but I'm not eligible as I'm under contract. Asked to speak to a supervisor but told that I must go through a technical fault test before I can speak to anyone. Tried give me infinity at the new customer rates sorry Don't qualify as I'm under contract . Threatened to cancel my contract and move to SKY and was told by BT Advisor that as BT own the lines they provide the best service . If I move to SKY then I could encounter traffic issues and reduced speeds as BT lump all their competitors on a reduce desperate network so may be worse off.
All I've been told is switch to infinity to get a superior product at a much higher price . I don't have the service for the price I'm paying now so why should I pay more for potentially a similar poor service at a disadvantage rate as I'm a loyal customer .
So much for fair competition OFCom /OFTel . Oh almost forgot BT want me to pay £3 for third rate BT sport from August to pay for all the has been commentators in HD .
roll on November when I can lift and shift my loyalty somewhere else .

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
I moved your post to start your own thread to avoid confusing answers with previous post originator
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
all the rubbish about BT combining competitors on one network is not correct.
as a BT customer you do not have to pay anything for BT sports in august unless you want to maintain sports in HD
Someone may then be able to offer help/assistance/suggestions to your problem
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Similar Messages

Diabolical upload speed/customer service issues

Before Xmas I decided to switch to BT from Sky as I was hopeful that I would soon be able to get BT Infinity as my exchange (Radlett) was enabled last year. However the next day I phoned back as I had forgotten to check that the service included a static IP address. I was informed that BT do not offer static IP's to residential customers so I was given the option to cancel the switch and stay with BT. I confirmed that I wished to cancel the order and the operator told me that I did not need to take any further action.
On 13th January I received a BT Hub 4 and a text message saying that my BT broadband/phone had been activated! I called customer services and they confirmed that the cancellation request had not been implemented and apologised. They suggested that I use the BT service until I could switch back to Sky. However the speed that I have had with BT has been terrible. I have made numerous calls to report the problem and received conflicting information. I have been promised call backs that never happen. I have been given a "priority" SMS number to request a call back within 1 hour that never happens.
The problem I am having is that the ADSL service randomly drops out altogether (red light on Hub) but the whole time I have very very slow upload speeds. These range from 0.01mb to 0.03mb. This is completely unusable.
I have had numerous line tests and speedtests. The line tests results have come back with different results. Finally they accepted there was a fault and an engineer visited on 20/1/15. He found a faulty cable outside the property which he repaired and said that everything was now fine. However whilst the drop outs have been less frequent and the upload speed is consistently above 10mb, the download speed is still 0.01mb to 0.03mb.
The overseas call centre operators keep reading a scripted blurb about how BT do not give any upload speed guarantees. However when I reported the fault was still there on the evening of the engineer visit I was told that this would be because the line will take 24 hours to settle down and he guaranteed me that I would see a considerable improvement in upload the following day.
My upload speed with Sky was always above 1mb.
Help!
Regards
Justin

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more
if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream
Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Broadband and Customer Service in India

Hi,
It's time to vent my frustration at BT customer Service.
My broadband connection was fine until sometime during the night on 28th November, so about 36 to 48 hours ago.
I logged a fault call with the help desk (In India) and they did all the usual tests they go through but did not solve the problem. They then said that they would call back in 24 hours to see there may be a network problem they were not aware of which might be resolved during that time.
Well they did call back. I told them problem was still ongoing. So we went through all the tests again and I was then told that there is a 'Major Service Outage' in my area and that the problem is being worked on and should be resolved by 7pm.
Once I got off the phone I checked the status of my reported fault on BT's website only to discover that the original call had been closed and a new one opened. Seems a bit strange.
I took a trip to my exchange which is only round the corner from where I live to find it all locked up and no one there.
I am beginning to feel I am just being fobbed off by BT. All this please wait 24 hours is total rubbish in my opinion. What happens in 24 hours? Do they call back and we have to start all over again? I guess by closing the first call and opening another means they have reset the clock at their end and it looks like they are fixing faults when infarct they are not.
Why on earth do I have to call a helpdesk halfway round the world in India and speak to someone who has a strong accent I can't understand and they can't understand me. Very irritating. BT Help desks should be UK based...Period.
DOES ANYONE HAVE A NUMBER FOR BT WHERE I CAN SPEAK TO SOMONE ABOUT A FAULTY BROADBAND CONNECTION WHO KNOWS WHAT THEY ARE DOING AND IS BASED IN THE UK?
If you are wondering how I am able to post this message without a broadband connection its being done via wifi to my mobile phone.
Thanks for any assistance.

Hi, Unfortunatley because my BT Broadband is not working I can not access that link.
When I try I get this message:
Sorry - You must be connected to BT Broadband or the BT network to use this
website.
This is a private website for the benefit of BT Broadband customers
who use the
BT Customer Support
Community
website, and is not connected with BT.
If you are
visiting this site from a BT Broadband or BT Corporate connection, and are
getting this message,
then please contact me via the BT Community forum, and tell me the date and time of your attempt.
Thanks
Keith Beddoe
All I really want is an answer to the question highlighted in red in my origonal post. Can anyone help me please?
Thanks
MP

No Broadband, No Customer Service, No Complaints p...

We lost broadband and line connection over a week ago. Since then myself and my husband have spent / wasted hours on the phone - to India where we have been made to repeat the same information ad infinitude. Despite talking to someone for over an hour about our lack of broadband - when we asked for a contact number in customer services we were told BT don't have a customer service department and we could "go on the website" to check how to complain ! We would live to do this but we can't get on a website if have no broadband!
We have had an engineer who fixed the phone line and then shrugged and told us "broadband's not really my thing" leaving us unconnected and facing two more hour long and useless conversations to India.
I have no faith in BT resolving our problem I now simply want to find out how to make a complaint and how to terminate our contract - without ringing India! We have lost valuable work time due to this problem and cannot continue to stay with a provider who cannot "provide". We will bear eking to be refunded for this months bill as we have not had any service from BT.
Any advice from anyone who has successfully found a complaints procedure or a contact number or address in The UK would be much appreciated . We just want this nightmare over and to be able to work uninterrupted with Internet provided by a company who values customer service.
Thank you

I must be missing something - if your phoneline is now fixed and your phone is now working without any noise problems then i don't understand how your broadband now does not work can you explain your comment 'the It is a problem outside of our property - the broadband connection is going into someone else's property. '
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Slow broadband and customer service

Is there a number I can call that does not end up with an Idian on the other end.
Am sick of constantly calling about slow speed and being told am getting 8meg when I'm only geting 2 to 0.85 meg
I want an engineer to come out in the evening when the problems start, but cant seem to get past the dam call centre.

the CS is only number available there is no UK number
as pointed in september if you get an engineer visit and problem is on your side of the test socket then you will get a bill for £129.99 for the callout
you would be better posting the information previously requested and see if the forum members can help and failing that the forum mods
the information requested was
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
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Re: Rubbish Broadband & Rubbish Customer Service

I totally understand you. Joining BT is also the biggest mistake in my life!!
Those Indian everytime promised to call back, but never. And always took ages to get some one answer, today no answer after 40 min's waiting on the phone. I am really fed up with it!!!

@cai
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 may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results .
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
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Slow broadband speed and a lack of customer care -...

I am so close to throwing in the towel with BT. The service I receive is both inconsistent and laughable, the customer care is non-existent and the price I pay is more than VirginMedia.
Why do I stay? Why do I persist with an organisation who are just not interested?
Anyway.
My broadband speed veers from 500Kb to 2Mb, but BT Technical insist I am capable of receiving 8-10Mb
The full story of my latest attempt to deal with BT Technical is here: http://brennigjones.com/blog/?p=2776
I am really at the end of my tolerance and tether, but if anyone can help with a last-ditch throw of the dice, please let me know - otherwise I'm off to VirginMedia.
Thanks

Hello David,
The results of the test are below. What do we do now?
<script type="text/javascript">// paintProgressAndMessageOnBar(-1 ,"One Last Test Required" ); // </script>
This Test comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
1845 Kbps
0 Kbps
7150 Kbps
Max Achievable Speed
Download speedachieved during the test was - 1845 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8032 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 7000 Kbps
2. Assured Rate Test: -provides background information.
Download Speed
542 Kbps
0 Kbps
600 Kbps
Max Achievable Speed
Download speedachieved during the test was - 542 Kbps
For your connection, the acceptable range of speeds is 576-600 Kbps.
Additional Information:
Assured Rate IP profile on your line is - 600 Kbps

Decreasing speeds, non existant customer service.

Thanks BT for yet another amazing customer service experience.
On the 30th my broadband kept dropping and reconnecting which you blamed on an exchange fault, and told me it would be fixed.
Next you booked me an engineer callout without telling me. The first I heard about it was when he phoned me at work to say he was outside when I was the other side of London.
I called again, you rebooked the engineer for Friday 3rd June, despite me telling you there would be no-one home to let him in. Unsurprisingly he also phoned me at work on Friday to tell me I wasnt home.
Meanwhile the broadband disconnecting problem seems to have fixed itself, hurrah!
Sadly the connection stabilty came at the cost of 50% of my download speed. I used to get 38mb/s now I get 19mb/s if I'm lucky.
The drop in my upload speed is even more impressive: from around 7mb/s upload it currently stands at a whopping 0.44mb/s.
Interestingly my IP profile according to the BT Speedtester suggests a 20mb download which is much lower than it used to be. It also says 10mb upload, which I get nowhere near.
I was feeling optimistic and thought I'd try support again. I enjoy being told to reset my equipment in broken English while another mythical "line test" is run. However this time I dint even get that far.
I called 100, they told my they were busy and they could log a call back, I was shocked - a sensible idea! I left my mobile number and lo and behold 20 minutes later a call from BT!.... from the wrong department.
After a fruitless 10 minute conversation where the cheerful girl said "uh-huh" to everything I said, she then put me throught to the broadband fault line and I was promptly disconnected.
I think I shall try the 0800 111 4567 line - it's started ringing at 21:18 - updates to follow...

Unfortunately, I'm getting the same experience.
I was exstatic to actually be pulling around 38Mb when my Fibre was installed, trouble is, that was short lived.
I run a business from home, so I was ordering Infinity as soon as the lines opened on the day my exhange started taking orders. Sure enough, the engineer said I was no.1 in my area.
Unfortunately, those speeds have already slid in just a few months
To make things worse, there is a known fault with the Openreach Fibre Modems. Eventually they will pack-up!
A component inside overheats and the modem is toast. I thought it was strange when (on installation day) the engineer made a point of stating they can't be put down on carpet.
After the really hot weather about 9 days ago, my Openreach Fibre Modem suffered this fatal fault and my service was down for a day. The engineer swapped the Openreach box and everything was fine again, but they are still trialing a replacement, so this unit will no doubt fail at somepoint too.
To compound matters, they practice a standard procedure of capping your line when theres a fault and even though they insist the caps have now been removed, I'm only getting just over 20Mb 9 days later.
I'm grateful for what I'm getting on the one hand, but before anyone moans about their paulty ADSL speeds, that's not the point. I'm paying quite a lot of business broadband and I was quite hoping with Infinity and beyond (pardon the pun), we would have finally got away from the sales & marketing speeds versus the real world

Slow speeds - Also very bad customer service so fa...

Hey
Basically I was with plusnet, we had good download speeds, not the best but decent for my area - Perivale.
from speedtest.net
1/17/2013 5:08 PM GMT
80.***.***.**
4.14 Mb/s
0.54 Mb/s
25 ms
London
Around June time we had road works, electric company updating the lines under the road, we lost internet connection for 2 days before it came back on.
6/25/2013 5:09 PM GMT
80.***.***.**
1.33 Mb/s
0.75 Mb/s
25 ms
London
< 50 mi
We lost alot of speed, I started tech support with plusnet who after a week, found out there was a fault with the line and was gonna get BT to look into this.
But midway, we decided to change providers to BT, since our phone line is through BT, easier to have everything under 1 roof as they say.
Having spoken to the Sales agent, and agreeing the migration, I was forwarded to tech support in the UK where I told him about the problems so they was aware of this before we moved.
After speaking to him, it was agreed that after migration, I would wait
1 month, for the line to stable, before any support can begin. Which is fair enough.
Month later, speeds didn’t improve, my speed was ranging from 2.2-3mb, 2mb short from the download speed I was getting.
13th August - I rang support in India, followed his instructions, changed modems, splitter, etc. Then he told me to take the faceplate out and put the modem in the test socket, which I followed. I did mention the road words, and that’s when the problem started, but he was convinced it was a problem with my end. And said he will ring me back after 2 days.
15th - the received the phone call back - According to him, the line was stronger. But I mentioned to him there was no speed increase, it was still slower. Tried different modems, listened to his excuses and having to listen to him explain how a broadband works (btw im a computer engineer, so I already know), I just indulged him" I just said, what ever makes you happy, lets do it. I know what the problem is, just do your checks and get it sorted". So we decided to leave the modem in the test plate for another 4 days.
19th - I received another call, asking me to do a speed test, the speeds came back the same. After 30 mins going though the same checks, I was told I will get a phone call back in 2 days time.
21st - I got a call from a level 2 tech - saying my IP profile is low, it will be reset but will take 4-5 days to settle, leave the modem on, etc. I still explained the problem first occurred when we had road works and digging near the cabinet. But nope, they are determined it’s my internal fault. So I followed more instructions. My modem is untouched, in the test socket, and 4 days into the profile reset, no difference. Well upload speed has gone down lol.
Tomorrow I will ring them, and let’s see what happens. I am at a point where, I am regretting moving to BT. plusnet support was really good uk based. But I have faith this will get solved.
Oh ye also
23rd around 16:31 - I got a phone call from a lady from India, pretending to be BT. She knew I had speed issues and a BT line, and customer services had contacted me. When she said "Sir, your computer is sending out viruses and has caused damage to some servers. I require a small payment and wanted me to open a link she emails me so she can access my computer to fix it"
I smelled a scam, I told her, that I was tracing the call, that I was an engineer and im going to contact the police, where she hung up immediately.
However that made me wonder, how did she know I was having a Speed problem, that I was in contact with BT and I had a BT broadband?
Speedtest done today
Download speedachieved during the test was - 2.98 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 3.08 Mbps
Anyways
Any suggestions how my line can be sorted, much appreciated.
I shall keep you informed, as I will get another call from the tech support tomorrow.
Cheers
Hiren
P.S - most roads in my area already has infinity, but not my road, which is annoying as hell. I can walk from my door, 2 min walk and that house has infinity lol

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
do you have a hh4? if so can you go to hub manager then troubleshooting then logs and when router conencted to internet you will see the noise margin and connection speed - can you post please
if not HH4 can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) .
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
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Poor customer service -Broadband fault

Joined Bt in January and have had problems with broadband service every month.
Latest Problem was reported 25th July and only occured after a BT engineer had been working on the small gry BT box in the street.
after 2 weeks numerous phone calls and time off work still no resolution. have made complaints but like previous posts the BT customer service system is that you cant contact complaints or the department that deal with the faults the level 1 department have to get someon to call you back.
Wait 24 hours no call then i have to hpone again and go through the whole process.
on previous occasions BT spend 3-5 days investigating the fault to determine it is something in the exchange another 3-5 days and an engineer deals with the issue and i get (very poor) broadband for a couple of weeks till it goes off again.
I have paid 1 years line rental upfron and i am only 7 months through the 12 month contract but now want to cancel my BT contract and go with another provider.
Is there any possibility i can get out of this contract due to poor service & customer service?

as the link does not work then 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
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Speed/connection/customer service

Hi everyone,
I was thrilled to move to BT Infinity 2 unlimited but soon caught up with various problem including online speed and vision speed. I have contacted help line but got no where. They were so un helpful and even did not bother to solved my problem. I have filled form online for help twice but nobody got back to me. I have never experienced so bad customer service like BT. They even demanded £80 or £100 to re install my hub. What a joke. I wish I have never move to BT from Orange. Any way, I looked carefully and found that my infinity has not been set up correctly to start with and my speed varied through out the day and even struggle to get up to 31 mb . Since I am near to exchange I have been told to expect 80 mb. I felt betrayed and I am paying BT full subs for poor service. I have turned up to forum for help believing BT are only interested of my subscription.

REH21 wrote:
Same here when i got the BT INFINITY first few weeks my speed was 55mb to 58mb now its 9.5mb and they dont see any reson what to do as my previs provider was way faster then that as i have decided if its like that i am gona cancel the contract . . . .
Hi and welcome to the forum, sorry to hear about the issues your having there. Could you run a Spedtest here: http://www.speedtester.bt.com/ using the (ADSL/FTTC) tester and post results please including profiles.
If you want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution

Home Broadband Still Provisioning - Poor Customer Service - Promises of Updates / Callback not kept

Hello I am not sure if this is the right platform. I would like to make a complaint about the poor shocking customer service I have been receiving from Telstra. I signed up with Telstra on a Home XL bundle. Phone + Cable Broadband. The install date was 27 June between 10 and 2 pm. I call Telstra around 2 pm and get advised that the connection is done at the back end and it is working. I connected the modem tried everything and it did not work. So started the calling saga. Rep after Rep. Stories, Mixed messages. I gave up. 29 June: Finallly a guy understands and sends me a new modem. He also created a new profile and send a tech to fix the line.I was told the new profile is for Cable service only (quicker way to get a tech to come and fix my connection) and once connected I will get a call back or I will have to call back to be put back on bundle. 30 June: The tech came out. Fixed the line and the internet started working. Worked for about 2 hours and died. 5 pm onwards till 10:30 pm: I called back again was told number of stories including one told me to change the modem (received reoplacement modem). Did that and it registered straightaway and told me 1 hour and it should be active. I waited and called back and everyone kept saying 24 hours wait.A rep b ooked a technician again for me as he said some line issues.A female rep said it will only take an hour and she will call me back and she insisted do not call Telstra at all and she will call me around 8 pm. I waited and called back and after being put through to few reps a sales Rep finally told me that he will be monitoring my connection i should be up and running by morning and he will call me next morning. I kept ringing Telstra only to ask shall I stay home for Tech or leave for work as the connection issue us Provisioning not physical. 01 July: I came to work and tech rocked at my place angry and rude to me over the phone. I tried explaining to him that there was no need for him and reps wont cancel your booking last night. Mid day: Called number of reps got hold of a supervisor and he told me that your 24 hours will be up 6.30pm and he will call me back around 7 pm to give me update on my connection issue as it has to be escalated to Level 2 and might take another 24 hours. But he said " you can sue me if you dont receive a call back". 8pm: Called back and again after speaking to 3 different reps, no one can find the name of the supervisor and what he promised as he never bothered to update notes. 9:10pm: I am still talking to reps to get an answer. On hold. These guys seem to be helpful. But still waiting for an answer. 9:30pm: Neil from activations from Telstra order number: 1-506687610154 said as it was escalated mid day today and they will manage connection and it will be completed by 12 noon on 02 July 2015 and I will get a call back by 2pm. As a customer I want a honest answer and a call back if promised. I never asked the reps to call me back but why offer when you cannot honor your word ? Now even if I get connected, then I will have to go through the drama of gettting back on bundle. It has been worst nightmare dealing with Telstra on this one. I should be been told when I signed up or started the connection that our process might take 5 days or so so please be patient and do not expect any service or customer service or any call backs from us. Attitude from the Reps is appauling. They do not want to listen to you. I thought they are meant to. They just want to convey what they are programmed to telll you, no solution focussed approach. I am not very upset with this Supervisor (Lester or someone in activations - not sure of the name) from 12 pm on 01 July for a call back promise and couple of reps from 30 June around 7pm same deal, call back promises. I know this complaint will not be looked at or dealt with and by the way I am not after a discount or credit. Happy to pay extra if it makes the service any quicker. I have used up all my mobile data as I have had to stay home and work waiting for Telstra techs. Can anyone please help at all ?

HI Lindy, Thanks for the response. Further to my frustration. The Internet came on for about 1 hour on Friday 03 July in the morning and then about 2 hours at night around 9 pm. Then same thing on Saturday 04 July. And Sunday 05 July. I called up on Saturday and another technician visited this morning on 06 July. I got a email of $838 bill on Sunday. I called and I was told I called for a technician to do a professional install twice so thats why I have been charged. More over as mentioned in my original post, Rep told me that i have standalone cable service which I said I signed up for a bundle. The rep put a hold on my account and cannot do much as I have been assigned a case manager. The technician has now advised me that why Telstra is sending a technician out as the issue requires an engineer. He will log a call with Telstra again. I am now stuck in the middle. It has been the most frustrating time ever. Another day wasted. 3 days of time off from work. And another thing. Why is my wife receiving phone calls from Telstra about our home broad band. I signed up for the service. I have my number on the service. I have been ringing up all the time and all the call backs go to my wife. The only mistake she did last week was gave the technician my wife's number to gain access to property and the technician used my wife's number to reset the password. That is it. and that was on the 29th June. Lindy, can somebody resolve my issue. My dilemma is I have to stay with Telstra if I want the cable service. I really need the service to be up and running as I have to work from home a lot of days. I have been loosing time, money and no more mobile data (including various top ups). Thanks,Arun

Your Customer Service is atrocious and lost you a customer

You just lost a prospective new customer. Get some new customer service reps. {edited for privacy}

Dial 800-922-0204 or *611 from the handset. Choose option 4 (I believe) for "Other options" - then SAY "Speak to an agent" or Speak to a representative" - you should be connected to a human being in a few minutes....

Broadband speed gone, customer support claimed to ...

Hello,
I have never had any problems with my broadband speeds before whilst being on bt. I can usually get speeds of 3-4mbps, and an upload speed of 0.2-0.3mbps.
About 15 days ago, my download speed just stopped working, and it is now running at a constant 0.1mbps, whilst my upload speed is staying the same. We rang bt the second this happened, and the lady on the line led us on a massive journey around our house, checking that the ADSL filters were all plugged in...since we've never had a problem before and nothing had changed, I thought this a little pointless but I checked anyway and they are all fine.
She then said that it was a problem with our exchange and it's currently being fixed. Should take up to 10 days. 10 long days later and the speeds haven't changed a bit, so we call again. And again we are led about checking filters, and at one point unscrewing a phone socket to check for a box of some sort? Anyhow, this ended up the same as last time, no change in speeds.
Then, we were told there was a problem with our profile, and that he had fixed it and it would be back to its normal speed in 4 hours. 3 days later and it hasn't worked.
When connecting to my router, the ADSL claims it has a downstream of around 4000kbps, and that's what I should be getting, but I'm not. I've tried connecting to the router via ethernet and it made no difference. I've also moved it onto different sockets using different filters.
Thanks for any suggestions,
Eddy

your profile is probably low due to either the router resetting on it's own or you trying to reset in the hope it will sort itself or both
in order to help please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1)
are you connected directly to the NTE5 master or test socket or to somewhere else? from whay you said you do have extension sockets in other rooms 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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Adobe your customer service for DPS is beyond atrocious.

Can you please help me understand why when I call your customer service regarding pricing and digital publishing suite that not a single soul in that building knows anything about the products within the company they work. This is absolutely ridiculous.
Ever since the "new pricing" took effect... we have still been getting billed the old rate. We have been trying to get this rectified with someone at Adobe but of course you make it impossible to actually speak to anyone in North America.
We have an invoice number, a purchase order number, contract number, customer number, bill to number...
all these numbers but yet... no phone number to actually speak to someone to answer questions regarding billing. There is not even a phone number on the invoice you send me.
you should be ashamed.

We would love to help you figure this out - can you please send us your contact or account information? In the meantime, you can get additional information about pricing here:
http://www.adobe.com/products/digital-publishing-suite-enterprise/faq.html

Re: Atrocious Broadband Speed & Customer Service

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