Re: BT are beyond useless and here is why..read it...

Question

I am having huge problems with my wireless connection, to the point where it is going to lose me work soon - as it is simply not practical to have my laptop connected to the router by an ethernet cable all the time.
A week ago, first thing in the morning, when I turned my Mac laptop on, the wireless connection had disappeared - I had not changed any settings etc. I went through the normal reconnection process, but nothing.
When I connected it via the ethernet cable I called the customer services helpline and was put through to someone who though very helpful, I found it extremely hard to understand. Over the course of the hours-long phone call (after holding for 30 mins) - he tried to access my machine remotely a number of times. Unfortunately , it kept returning a message saying "Java and Javascript must be enabled". The problem is, they are, always have been. He then kept taking me through the very basic steps for joining a wireless network, probably 30 times. He then said he would call me back the next day at 12pm - after asking me if that was midday or midnight! I never got a call back.
I have had my laptop looked at by a Mac IT specialist who has confirmed the Java is enabled - so I would question the BT remote access facility.
Last night I spoke online to another customer service rep who went through exactly the same steps, for another hour. When I said I was still getting the 'Java must be enabled' message they replied "That's bad" and promptly cut me off!
This is just not a good enough service considering what I pay a month and how long I have tolerated connection problems with this old router - it is over 5 years old and my IT person at work has said there is no doubt it needs to be replaced.
I need a new router before this loses me any more work, and would appreciate being able to speak to someone I can understand and, even better, someone who knows the Mac OSX operating system, as the BT support website only covers PCs! Surely Macs aren't that unusual these days!
Please could someone from BT get back to me to advise what I should do next, I CAN NOT spend an hour a day trying to explain the same thing OVER AND OVER!

Answer 1

Hi editor71 and welcome to the forum, i have a iMac myself and suffer the same issues, i'm not to sure if it's an issue with the Mac itself because it's the only computer in the house that disconnects wirelessly, or loses connection. A quick remedy for this for me was to lock the hub's wireless channel although this didn't fully get rid of the problem.
If you want to get a new hub replacement you will need to contact B.T, try tech support 0800 111 4567. Other than that, the only other thing i can suggest is that you invest possibly in some homeplugs, which is wired so to speak and saves all that ethernet cable lying around.
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