Re: Disgusting service by BT OpenReach!

We were without a phone for over 3 weeks from the end of Nov 2012 after a hedge cutter severed the wire. Endless calls to BT by ourselves and neighbours (including the children of 90 year old neighbours who depend on a phone). In spite of being only 50 miles from London, we are 'remote' and mobile phone coverage is patchy. We were calling almost every day to BT as we too work from home. I had to travel 90 mile round trip to office as I couldn't work from home. My 90 year old father was in hospital and because of the failure of BT to get the fault fixed and divert calls to my mobile no we weren't aware that he'd contracted pneumonia and was dangerously ill. My mobile phone bill is normally less than £20 per month but for this period it was £188 - and BT want to give us compensation based on their pathetic daily rate for failure to supply service plus £10 ex gratia payment. A large proportion of my mobile bill was for calls to their fault line which is premium rate for mobile users. It just beggars belief that they can't make it free to mobile users - how else are you supposed to report faults? We had endless excluses and lies such as needing to get permission to close roads, health and safety assessments etc., before they mended the fault. We knew this wasn't true as we contacted our local councillor.
We are going to sue BT in the County Court - and encourage our neighbours to do the same.
It's time someone stood up to their lies and lack of customer service.

iniltous wrote:
You can contact BT on a 033 number, so from a mobile it's a 'normal' call and inclusive on mobiles, apart from PAYG phones, this info is easy to find
0330 123 4151 for faults
0330 123 4150 for service and billing
0330 123 4567 for Broadband and Vision
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New lows of customer service by BT / Openreach.

Sequence of events:
1. Moved into new house.
2. Booked engineer visit (2 weeks wait).
3. Had to rebook engineer visit (another 2 weeks - my fault in this instance).
4. Took afternoon off work to meet engineer and provide access.
5. Engineer does not show up.
6. Rung BT to ask if engineer definately coming - informed yes, engineer is definately coming.
7. Received emails informing me phone and broadband accounts active.
8. Engineer does not show by end of day.
9. Another phone call to BT - "sometimes they activate remotely" - ok, so why no phone call that engineer visit not needed?
10. Phone line and broadband checked - no dial tone, no broadband.
11. Checked fault online, informed if fault is within my property would have to pay £99 for engineer. Fault is "close to my property" according to the online fault tool.
12. Another phone call to BT - notified Openreach will be informed of the situation.
13. Accounts are currently active (and charging!) despite no service.
14. My "order" has been closed, despite having NOT been properly completed by BT, meaning that I am now tied into a contract and cannot go to another provider. Based on this intital poor showing by BT, if this were an option believe me, I would take it.
If BT 'knew' that an engineer visit was not required, why was I not informed? I took time away from work, for God's sake.
Not impressed at all.

Just an update as where I am on this for anyone who is interested.
David the moderator got back to me and it was agreed that the charge would be removed from my bill. However it is four days later and the charge is still there. I appreciate all of David's help so far but unfortunately whatever system BT has in place to manage these issues isn't working. My bill is due in eight days time and if the charge is debited from my account then I will be taking BT to court.
Interestingly enough, no explanation has been provided as to why this utter shambles has even occurred, but judging by this recent article and some of the responses, I am fairly certain this type of thing is not uncommon.
http://www.theregister.co.uk/2013/03/12/bt_missed_appointments/
I have already commented my experience on the article but I think I will probably drop the author a note in case he wishes to do a follow up case study. There is clearly some interest in this.

Disgusting service center and shop located in St-P...

Two weeks ago I bought E71. During the first week it has following problem - 4 times it was impossiblle to activate menu by the left button on keybord. If I pressed this button the phone was blocked. Only way to fix it was switch off the phone and switch on it again. After the week I went to Nokia shop and service center where I bought E71 (located in St-Petersburg, Zagorodnyi prospekt 28) and told that problem has my E71 and ask to change it, they sad "No" and taken mobile for check, which was going during six days. After it they gave the phone to me and told "it Ok" (they did not give any conclusion of check on paper ), but after two hours it was same problem. On next day I went in this service center again and show them problem and they sad you must give us your phone for check again on 10 days because Maybe the problem not in phone, maybe it in SD card, which i did not gave to service in my first visit because of my contacts on it and manager did not say they need it for check, when he gave this card to me. I think it is very disgusting by point do not give all information and after it make proposal for new checking for such long time, because it means another week or more without the phone, what can stuck all my bussines again. Now, I think, problem will appear again and I just do not believe
authorized service center can help me. My conclusion, it is better, if you stay in Russia, to buy cheep and usual
mobile phone and do not even hope, that authorized shops can provide you good service.

Please be aware that this forum is a peer to peer support forum, it is not a direct link to HP support. You need to Contact HP.
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Disgusting Service From BT

Where do i start......
I signed upto bt calling plan and broadband option 2 on 28 feb 2011, my phoneline was a 12 month contract and my broadband was for 18 months.
Ref number ( 1309184376 )
Everything seamed to be going ok until one day october 2011 i called BT to ask them to remove a calls addon ( anytime calls ) so i could go back to just free evening and weekend calls.
I spoke to a lady who told me the addon would be removed by my next bill, she seamed to be very clear on that, call ended as i was told everything was in order.
Two days letter i have no internet, i call bt to say that i have no internet.. BT advisor asks me for my account number, i give them it, Bt then tells me "im sorry but you do not have a broadband account only a phoneline with us"
I try to explain to bt that i do have bb with you and i had it until 2 days ago... bt lady looks into it im on hold for 5 mins,
Bt lady comes back to me to say "yes i can see you requested to have your broadband cancelled a couple of days ago" i said ihave not requested this...
BT lady says "yes you have, and we have terminated it, and you have been billed over £140 in charges"
Totally shocked and feeling dizzy abit by all this... i ask to speak to someone in charge...
I get to speak with someone in complaints, who tells me that BT have made a mistake and bascily cut me off and deleted my broadband account.
Im told that the only way to get back online is for BT to open a new account for Broadband which will take 7 days. I told BT that i dont want to sign up for another new contract and BT complaints told me that the new account would work off my old contract date 28 feb 2011, i was that would not be changed or affected.
I said ok to this, i also asked for ref to this call which i was told i didnt need as all this info would be noted on my account.
Bt told me that the charges they took from me would be given back, but i had to wait another 7 days for this to happen.
I got my money back but, but then problems seam to get worse.
Once i got re-connected i my internet 3 days after went offline, i contacted bt again i explained what had happened last time i spoke and bt told me there was no info or notes on my account regarding me being cut off, i was told my contract started on nov 2011 foe 18 months...
Totally gob smacked i said to bt that i had spoken to complaints department about this and they dealt with it all, BT advisor told me there was nothing on my account to show any old disconnections or closed accounts.
If it were not for me saving my paper work via royal mail then i would not have had much proof.
After telling BT that i had all origanal docs to back me up, bt got back intouch to say sorry we made a mistake.
My net was back online and i was told these errors would not happen again as my account had been noted yet again about mistakes made to it.
1 month after all this, my net has died again, i contact bt to see why, BT said ( the heavy rain has affected your router, and therefore your connection is off and on till better weather comes ). I said how can rain affect my router inside my house?
Im told bad weather is to blame and that my homehub3 wont work when there is heavy rain.
Ive never heard anything so stupid in my life......
I asked how can rain affect a wired router indoors ?
Im told its the weather and it will be fixed soon, im asked to reboot my router then turn it off for 2 hours then put it back on.
3 hours past and i turned router on all was working, but it was still heavy rain outside,,, how odd? when i was told the rain makes it stop working.
2 months on my net again is offline i ring BT to ask again whats wrong now and im told this time that my connections fine and to reboot my router. I told BT that im fedup with the service here and that when my contract runs out in Aug 2012 i will not be renewing. But the BT lady said to me your contract runs longer than that and if u leave in aug you will get charged.. again getting angry and stressed over constantly being told my contracts changed i ask to speak to someone again in complaints.
Im put through to someone who... it goes like this .. " What" i say hello who is this, and someone says "WHAT" i ask are you complaints? and they say "yes, whats wrong" i said areu not going to ask me my name or account number?
And the guy says "no" then hangs up on me.
I ring back to complaints and suprise suprise no one knows about the call i just made, no one has any info about what just happened?
The lady im through to this time asks me my name and account number then my issues, i go over it all again what happened to my account and that i was told it would be all fixed. At this point im fedup with having to explain myself over and over and over again.
Bt look into my account and say they have noted that my contract ends in aug 2012 and that iwont get any charges. I ask again to make sure and im told in a rude manner like there angry at me " it is all done now is that all" i say yes im about to say thanks and the lady says goodbye, i just say ok bye and leave it at that.
in july 2012 i contact bt to tell them im leaving in aug and i request that i have my MAC code so i can move to (plusnet) im told thats fine and that i must ring back in 2-3 weeks for the MAC code.
I ring back in 3 weeks for the code and im giving it, BT say they are sorry im leaving, I give the MAC code to plusnet 2 weeks after i move to plusnet with broadband and phone.
My account on BT shows as phoneline contract moved/ended. But my broadband shows as active even when plusnet are using my mac code and im using their internet.
I contact BT to ask why my BB is still in use, and im told my broadband has another 8 months or so left, totally disgusted and shocked i again have to explain about my account being deleted by mistake and what bt told.. and that bt had told me many times it was all being sorted and i had not to worry, but ive worried every month since the whole mess started.
Im passed around to different people then im told by someone in complaints that im correct about everything ive said about my account. But im told bt BT that plusnet did not let BT know they had my MAC code?
Im told by Bt to contact plusnet and tell them this issue, i contacted plusnet who told me that they did contact BT and that by using the MAC code also proves ive switched over too.
BT tell me that because ive not told them i was moving " which i did " I still have a contract for broadband, bearing in mind it was supposed to me logged on my account that my contract ended for my bt services in Aug 2012. Also on my account it was stated that i would be able to leave without any charges... as i was going off my orignal contract date.
Bt said they would post me paper work of a final bill and that there would be no cancellation charges and everything was in order.
This was a few week ago, today i get mail to say i have a final bill of £11 to settle, i login to my bt account and pay it, then my broadband account says next bill is after next month ????
I contacted BT today to say how can i have another bill, i was told i leave this month, im told over the phone by complaints that they are sorry.
Im told " We have a manger looking into it now and that your account should have been cancelled and that its not correct for it to be still active " Im told again that i will get paperwork in a couple of days to say that it closed and that any extra bills ive paid for will be given back to me from july 2012.
But how is it that all these mistakes have carried on happening ???
Im sick to death of contacting BT support/complaints and being told its all being looked into then months down the line, no one knows whats going on..........
Im disgusted with the way ive been treated at BT.
As it stands ive asked to speak to the people above complaints department and im awaiting a call within 48 hours, i want to push this complaint right to the top after i said that this has caused me nothing but stress and a feeling of sickness. Im told today on the phone that BT do not compensate for all the stress they have caused me.
What are my rights here ?
BT admited to deleting my account, but i feel tried to cover it up! And sign me upto a new account for longer period....
As it stands now im waiting 24 hours for bt to remove by broadband account... then thats me done. But ive heard this all before... ive saved the chat log i had with the complaints department today, which also had a ref to it.
And how is it that BT told me my phoneline only supports 8 meg, when with BT i only ever got between 6-7 meg speeds, but ive been with my new isp a few weeks now (plusnet) and for the first 10 days i was getting 10 meg speeds, after the 10 day cooling period i get 9 meg speeds.
But BT always told me my line could ONLY support 8??????????
I feel disugested and cheated and sick about the way BT have handled my accounts and the way they have spoken to me over the phone. I wish i had never ever signed upto BT.
So what happens now then ? do you just sweep me under the carpet with any other customers who have had same issues?
Will BT actully do anything about this? Will BT learn from this? Will BT send me a letter via post explaing what went wrong and that they are sorry ???

Hi ukste,
I am really sorry that you have had so many problems with BT. Your post makes for some grim reading and I a terribly sorry that your straight forward requests went so badly wrong.
I'll be happy to have a look over things as they as stand at the moment and ensure that the closure of your account and cessation of billing occur without problems. The Mod team can act as a single point of contact for you which will save a lot of confusion and give you a direct route back to the same case handler.
Once you are satisfied that everything has been taken care of we can review your account and find out what went wrong and why and then pass are findings to the individuals involved along with their managers to stop this sort of thing happening again.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
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Disgusting Service!

I just wanted to post this to vent my frustration and complete and utter loss of respect for BT. I have had Infinity for about 4 months and have only had good things to say about it but as soon as something goes wrong I have to say I am absolutely appalled by the technical support and customer service. I have phoned into technical support more than 5 times as well as filled in 2 forms online. I have had this fault for 2 and a half weeks and each time I speak to someone I am fobbed off as "Technical Support" obviously are not very technical and they have no clue what is wrong. I got my hopes up after seeing a thread on these forums with lots of people experiencing similar problems to me but I have never felt more ignored than I have these last few days trying to get someone to acknowledge my problem. Today I called World of Warcraft technical support just to rule out something at their end being the cause and the lady spent over 40 minutes troubleshooting with me and didn't put me on hold once, she was incredibly helpful but unfortunately she has confirmed that the problem is not with blizzard but that it does indeed sound like an issue for my to get my isp to sort out. So I suppose I should look forward to this being resolved in the next 12-18 months. What an absolute joke you are BT you should be ashamed to be charging what you charge and leaving customers with connections as bad as AOL.

Yeah the speeds are great as you can see - although they do randomly drop to less than 100kb sometimes but it only lasts a few minutes and then back up to normal so not too worried about that. I have wow installed on both computers and both are experiencing the exact same problem - I took my computer back to factory defaults over a week ago just to rule out anything I might have installed. So at the moment all my PC has installed is google chrome, WoW and the sims 3. My antivirus is Microsoft Security Essentials and I turned off Windows firewall.
Here's a trace route to BBC
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Windows\system32>tracert www.bbc.co.uk
Tracing route to www.bbc.net.uk [212.58.244.67]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms BTHomeHub.home [192.168.1.254]
2 6 ms 6 ms 6 ms 217.32.143.224
3 6 ms 6 ms 6 ms 217.32.144.14
4 8 ms 8 ms 8 ms 213.120.181.18
5 9 ms 8 ms 8 ms 217.32.25.14
6 7 ms 7 ms 7 ms 217.32.25.178
7 8 ms 8 ms 8 ms 109.159.251.101
8 23 ms 23 ms 23 ms core1-te0-13-0-2.ealing.ukcore.bt.net [109.159.2
51.9]
9 14 ms 14 ms 14 ms peer2-xe2-0-0.telehouse.ukcore.bt.net [109.159.2
54.106]
10 15 ms 15 ms 14 ms 194.74.65.42
11 * * * Request timed out.
12 * * * Request timed out.
13 15 ms 14 ms 14 ms ae0.er01.telhc.bbc.co.uk [132.185.254.109]
14 17 ms 17 ms 17 ms 132.185.255.148
15 14 ms 14 ms 13 ms bbc-vip112.telhc.bbc.co.uk [212.58.244.67]
Trace complete.
And one to the WoW log in servers
Tracing route to eu.logon.battle.net [213.248.127.130]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms BTHomeHub.home [192.168.1.254]
2 6 ms 6 ms 5 ms 217.32.143.224
3 6 ms 6 ms 6 ms 217.32.143.254
4 9 ms 8 ms 8 ms 213.120.181.18
5 8 ms 8 ms 8 ms 217.32.25.14
6 7 ms 7 ms 7 ms 217.32.25.178
7 7 ms 7 ms 7 ms acc1-10GigE-0-2-0.sf.21cn-ipp.bt.net [109.159.25
1.66]
8 19 ms 19 ms 19 ms core2-te0-2-4-0.ilford.ukcore.bt.net [109.159.25
1.15]
9 16 ms 16 ms 16 ms core2-pos9-1.telehouse.ukcore.bt.net [194.74.65.
118]
10 16 ms 18 ms 15 ms t2as2-tge4-3.uk-lon1.eu.bt.net [166.49.214.145]
11 17 ms 16 ms 16 ms 166-49-211-34.eu.bt.net [166.49.211.34]
12 15 ms 15 ms 15 ms ldn-bb1-link.telia.net [80.91.246.144]
13 80 ms 30 ms 30 ms prs-bb1-link.telia.net [80.91.247.6]
14 32 ms 31 ms 31 ms ffm-bb1-link.telia.net [80.91.245.104]
15 32 ms 31 ms 31 ms ffm-b10-link.telia.net [80.91.251.248]
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
Trace complete.
I'm sure they will mean more to you than they do to me! I've posted a few over the last few days and I still haven't a clue what they mean lol! Whats a ping test?

Disgusting service by an Authorised apple reseller, why?

I am a hard-core Apple fan /cusomter. I own every Apple product and I love your service more than the products sometimes. I have moved to SriLanka from the United Kingdom. Recently (well day before yesterday) my adapter stopped working So I went to the authorised reseller "BT Store" local shop name. They took like 1 hour to check whats wrong. Performed a GPX diagnosis on the mac and all seems fine (in the macbook pro) but the charger is FAULTY ! It works intermittently.
Apple in the UK was brilliant, guys there would just hand me a replacement charger since I have'nt done anything here. Mind you I have Apple care on this product for 3 years (ending in 2013-june), but BT Store said ok the power code seems to be fine but not the unit (white bulky bit) so they have to SHIP it to APPLE and wait till APPLE takes a decision (fix it). I was shocked and asked him why he cant give me a replacement unit. He said APPLE has instructed them not to and this is the normal procedure. Meaning I have to wait for weeks without my mac even though I have Apple care.
I pleded and begged them to give me a used charger and I will give them back that once I get mine fixed. The refused to and asked me to take the offer (wait for weeks) or take the faulty product away from their shop. Im never used to this sort of customer care and they are ruining the Apple name.
1. Were they right? Do I have to wait for weeks ?
2. Is this the way Apple care works ? because it is not free !
3. Dont you audit your international resellers as they are leaving a black mark on your name ?
Please try your best to help .. I tried contacting your Apple Care team, but its impossible as the express lane does not support the country im living in now.
Thanks
Carlz

This is just a user to user forum. If you wish to give feedback regarding a reseller, you really have three options:
http://www.apple.com/support/feedback/
http://www.apple.com/contact/feedback.html
And if you are under AppleCare, you can always amend your case with a complaint to customer relations, where you can speak to them about the reseller in question.

BT Openreach constantly fobbing us off, almost 3 m...

I'm running out of avenues to chase, so thought I'd try a post on here, though judging by the standard of customer service we've had from BT so far I'm not holding my breath...
I've been waiting for almost three months now for a BT Openreach engineer to succesfully install a phone line in the house I've just moved into. Obviously this means we don't have the internet either.
I've met four different engineers, two who have left immediately and two who have hung around, not done very much, then left. All have assured me that they will "be back in a minute, just need to pop round the corner and activate the line". They never return.
We then have a 'Failed Order', wait weeks on end for a new appointment, and then the cycle starts again.
The last engineer we managed to get to leave his mobile phone number and, naturally, when he didn't return we called to find out why. After days of avoiding our calls I finally pinned him down and he didn't seem particularly sorry about not returning when he promised he would.
In addition he then tells me that it's no longer his problem. I keep him on the phone and get him to agree to get his manager to call me up to discuss the issue. Obviously there's no call from his manager. For the rest of the day he ignores my calls. This happened on Friday.
Today I've still not heard anything. About midday I get a dial tone (mostly the phone's been turned off), so I repeatedly call. After about 5 dials I get a text from him saying "Sorry, I am busy. call back later"
I carry on calling and he eventually picks up. No sorry from him or anything. He just says "Well actually I'm in the pub right now so I'm a bit busy"
Again he promises to get his manager to call me and still nothing. Now his phone is off.
What I want is someone to simply come round and install a BT line in our house. We either need a new line, or there is potentially an existing one that can be used (currently dangling, cut, from our roof).
I want to speak to someone about getting this sorted ASAP and I'd also like to complain about the terrible service from BT Openreach all around.

Please remove your address, as this is a public forum.
I have asked a moderator to provide assistance, they will post an invite on this thread.
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They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

BT/OPENREACH ENGINEER (one hour call only)

i have been having internet connection problems for over 2 weeks now,
i have had several Openreach engineers come to my house and the exchange to try and fix,
as of yet the connection is still not up to scratch and i am losing connection every now and then,up to 4-6 hrs at times,
this morning another Openreach engineer came to my house to investigate the problem again,
he had all his equipment out testing the connection,during this testing he asked BT to reset my profile,
which they did, after this testing he said that BT had recognised a few errors on the line,
but he could not look into this any further as my time was up,
he said BT only pay Openreach for one hours work per job and my hour was up,
so he packed his stuff away and away he went,
not knowing what he could have achieved if he had stayed ??
i was gob smacked at this,
has anyone else enjoyed this care and attention from BT and Openreach,
my line is still not rectified as far as i know ????? ha ha ha
Terry

Just another "great" idea of the government. Openreach will work for any Service Provider (ie BT, Sky etc) as they are not technically part of BT. The Service Provider hires Openreach to do a job, hence the time limit. If the Openreach Engineer exsceeds the limit of the agreement with the Service Provider then Openreach will be breaking the rules set by the government and may be fined. This is to "improve" the service to the customer. Unlike the old method, when an Engineer came and was left to fix the fault........WONDERFULL!!!!!!

Openreach

My mother has just moved into residential care. It has been a very sad and stressful time for all the family. Being able to telephone friends and family would make all the difference. There are two telephone sockets in her room, but I have been told that the earliest date an Openreach engineer can call is 3rd October - 7 weeks!! I find this totally unacceptable but there is no way in which I can contact Openreach to complain.

You can only complain via your service provider, as Openreach will not deal with end users, only service providers.
Openreach have a backlog of work due to the recent bad weather, so installation and repairs are taking much longer than normal.
Is there dial-tone on any of the sockets when you plug in a phone? If so, then a visit will not be needed.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

I've a live landline.but I don't, it's with BT But...

Hi,
I am completely new to forums so apologise now if this is isn't what it's for!.. I'll start from the beginning... (I hope your comfy)
In 2009 my employer decided to do away with our offices and requested that we work from home and so had a landline and broadband setup at my address ( I had only just moved in so these were the only ones set up).
In around 2011 my boss changed our company from a public sector department to private and around the same time my phone line stopped working (incoming calls only for a short time then nothing) I did however still have the Internet and so it didn't really affect me and I just put it down to the change over and just thought that perhaps my boss was a bit slow shall we say in getting everything set up.
In February of this year I received a letter from BT business thanking me of informing them that I No longer required the broadband and that it would be disconnected in march.
I contacted talktalk and placed an order for a phoneline and broadband, 2 weeks later - nothing! So I called and was advised the order hadn't been put through properly and so they would reorder...a week and a half later - still nothing and so I called again only to be told it had again failed as there was an active phoneline in my property?!
Unimpressed with the service I had received I decided I would try again but this time with sky, 03/04/2013 order placed and was told I would be going live 17/04/2013 - hoorah, I received my hub on the tenth of April and was happy that I was going to finally be set up.
17/04/2013 I have taken the day off work and waiting to get the nod from sky when the postman comes with a letter to say sky have cancelled my request, I am fuming by this point and call them to be told that my order failed due to the fact that I have a live BT line at my address and BT had returned a message to them to say that I ha not contacted them? So I then call through to the BT business line and was told that my broadband had been set up to my address and the phoneline was showing as active but at my next door neighbours address?? She then put me through to another guy that was supposed to be able to help me - he then came on and said that the whole phoneline being registered to next door thing was impossible...then we were disconnected!!! By this time between sky and BT I had been on the phone for nearly three hours an so decided to start again the next day.
Called through to BT 18/04/2013 and spoke to an unhelpful lady who advised me that yes the phoneline was active but it didn't belong to BT and she couldn't tell me who it did belong to, and all that I could do was explain to sky that that BT didn't know who it belonged to and get a new line installed?!
Today I called back through to sky @2pm and explained to yet another person that I wanted to place an order however it needed to be a new line as if they tried with the line that is supposedly already here it wouldn't work (as per bt's instructions) so the guy puts me on hold to investigate and at 3.30pm he comes back to tell me that he has spoken to Artois people and checked several systems which all indicate that the phone line is an ACTIVE BT LINE?!... And because if this there will be a charge for the installation of a new line, as an alternative he give me the telephone number for openreach (the box on the wall is an openreach box - which I have screwed the front off and directly connected my phone to in the test socket and still does not work) and explain to them of the problems as if BT say that it is not theirs openreach may be able to help source who is the provider as they own them all. 5pm I get through to 'legal services dept' at openreach who have no idea why I have been given thier number, I then go through to openreach line faults dept - I am advised that the line is active but they cannot tell me who owns it but it sounds as though I need to report A line fault and so I should contact my service provider!!.... Aaaaaarrrgghhh! So have just got off the phone to my boss who confirms to te best of his knowledge the phone and broadband were both set up through BT.
I am stumped as to what to do next, all I want is a landline and Internet access which to be honest in this day and age I don't think is too much to ask for and am sick to death of being passed backwards and forwards being told different things by different people!!
Any suggestions greatly received!
Solved!
Go to Solution.

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
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’

No Phone or Internet for 14 days..!!!

Phone line has been down for 14 days now with very intermittment internet access. Unable to work have to drive up the road to get mobile access as well as that depends on the BT router being active.
Really getting quite fed up now of being told an engineer is coming to fix my fault and just nobody turns up.
I have two over 80 year old parents living with me and it is impossible to keep in touch with them if I go out which is even more worrying.
BT Customer service in India is useless they just keep apologising and telling me someone will fix the next day. Nothing happens.
Absolutely disgusting service thinking of buying a pigeon now to deliver messages.
Just goes on and on..................
Solved!
Go to Solution.

I feel for you, we haven't had a phone since 6 Feb, it was almost unusable for two months before because of noise on line. Fixing date is 9pm tonight, don't hold up much hope though. Same thing internet v slow and drops out continually. Apparently they started 'looking at the issue' at 7 am this morning. We live up on a hill with a line coming just to us and our neighbours for about 1/2 km so not priority. Line put in in 1937, underground, across a field I need to plough, god knows what depth, obviously cable degraded as not put in conduit in those days. I almost hope I do snag it when we can finally plough after all the rain as they will have to replace if it is laid too shallow, should be well below plough depth and not across a field in the first place, but they cut so many corners then. Only found out where it went by getting the (very nice) man out to find it with his zapper thingy. Even he was surprised at the route (although it was the shortest, but not recommended field margin one, his insinuation was go ahead, tractor is a faraday cage, just don't try and get out if you do snag).
Let us all know how you get on.

Re: How can I find my cabinet number and when it w...

Hi,
I've been told by BT help chat that my address can get BT Faster Broadband but not Infinity. I'm connected to the Trowbridge SSTRO exchange which is apparently "FTTC available in some areas") Presumably that's to do with the distance of my house from either the exchange (2.2km) or the street cabinet (not sure which cabinet I'm connected to or where it is). If I've understood correctly, Faster Broadband uses the same fibre infrastructure as Infinity but because the speed can't be guaranteed as above 15Mb/s it can't be sold as Infinity. I am currently a Sky Talk subscriber so many of the BT utilities come back with an "number not recognised" error when I enter the phone number. So I guess I have 2 questions:
o If I take up Faster Broadband, how can I find out what speed I can actually expect?
o How can I find out how long it will be before I can get the full Infinity service?
I might add that a friend of mine in Trowbridge (1.1km from SSTRO) has full Infinity.
Thanks for any help, Midsomerjambo

Hi midsomerjambo,
BT Infinity and BT Faster Unlimited Broadband is just BT Retail's brandname for their fibre broadband service.
The reason why BT Retail say you can't get FTTC BT Infinity is because the FTTC estimation is below 15mbps.
However you should be able to get BT Faster Unlimited Broadband (FTTC) which is the same as BT Infinity FTTC but for those who have been estimated 15mbps or less on FTTC
BT Retail set a minimum speed required in order to get BT Infinity which is an FTTC estimation of 15mbps or above, if you have been estimated less than 15mbps for FTTC then you won't be able to get BT Infinity but may be given the choice of BT Faster Unlimited Broadband which still uses the same FTTC Openreach infrastructure and equipment .
What does it say for your landline number when you go to http://dslchecker.bt.com/adsl , If you don't have a BT Wholesale compatible number then you can check by your address by going to http://dslchecker.bt.com/adsl/ADSLChecker.AddressOutput (won't be as accurate as the landline number checker, but will give you an idea of the estimation speed)
FTTC fibre broadband uses VDSL or VDSL2 signals that travel from the FTTC cabinet to your property via the existing copper (sometimes aluminium) line. The further away you are from your FTTC cabinet the slower the fibre FTTC broadband will be.
However VDSL/2 signals used for FTTC broadband connection degrade far quicker in terms of distance than conventional ADSL broadband signal do.
Generally speaking if your landline is over 1500 meters in length from the FTTC cabinet to your property then you may not be able to get BT Infinity as you may not be able to achieve over 15mbps from an FTTC service, though may be offered BT Retail's sub 15mbps FTTC service called BT Faster Unlimited Broadband.
Here is a graph that shows the ADSL(G.DMT,ADSL2 and ADSL2+) and VDSL/2 (FTTC) signal with distance. Please be aware that all ADSL connections are depend on distance from local exchange, where as FTTC (VDSL/2) connections are depend on distance from your FTTC (DSLAM) cabinet. Though all connection types are also depend on line quality.
This graph is also just a general estimation of what the speed could be achieved and not the actual speed you will receive. Also your line maybe longer than you would think as it may not go the direct way to either the cabinet or exchange.
As to your other question How can I find out how long it will be before I can get the full Infinity service?
The Openreach Superfast Fibre Broadband Scheme is being rolled out, done and managed by Openreach for ALL ISPs/CPs so BT Retail (a communication provider/ISP whom operates this forum) does not have much input or say whether Openreach will improve the FTTC fibre infrastructre in your area.
Unless Openreach (who owns and maintain the fibre broadband infrastructure in your exchange area) either installs a new PCP and Dslam cabinet nearer to your property, or you order FTTPoD (Fibre to the Premisies On Demand) [not currently being supported by any ISP] which may cost you thousands, then I'm afraid it may be several years or so until the FTTC fibre infrastructure is improved by Openreach.
Hope that helps,
Cheers
jac_95 | BT.com Help Site | BT Service Status
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Help with Gateway TG799 Firewall settings Please

We have a Telstra Gateway Max TG799vac.
We have recently acquired our own domain name and have setup up an online store on Shopify.
So the underlying web address (on myshopify.com) is not the same as our URL of the shop.When we try to access the new site from any computer or device from within our house
we are blocked 90% of the time. It occasionally will connect. We are therefore unable to do admin on our own site.
I have tried USB tethering thru my phone's data and works 100% no worries. This bypasses the gateway and Telstra of course.
Anyone outside our home can always connect no worries.I have suspected the Firewall in the gateway TG799 device.
So I went into settings and changed the firewall setting down to the LOW setting.
Then we can connect all the time.
When in NORMAL or HIGH then we get this intermittent (mostly failed) connection.
After this experiment I am convinced it has something to do with the internal firewall.There is also a USER DEFINED section where you can set your own firewall rules
but I don't know enuff about what to do in there to experiment.
But I think I could set up a rule in there to allow this site to work for us if I knew how to go about it.I have been unable to find anyone within the normal Telstra tech help line who can help with this.Does anyone on here have any such knowledge or can give me a pointer where I can read/learn about how to do this for myself.Any help will be greatly appreciated.

Thanks Steph,The fact that these devices are updated by Telstra remotely without our prior knowledge explains alot.It explains why the problem I first reported just started to happen out of the blue.It also explains why it just as mysteriously disappeared. It also explains why we suddenly had trouble with our phones dropping the wifi connection constantly.And why that suddenly fixed itself as well. It also explains why we suddenly got a monstrous over-use on our data bill on our Telstra mobile.We thought we were safe in our own house to use data on this phone knowing it was connected to our wifi and therfore our BigPond plan. What we did not know was that the phone was loosing sync with the wifi and therefore dropping back to 3G plan data use without our knowledge. My wife had been using her phone to connect to a Chinese movie streaming site and of course when the wifi dropped out she did not know she was streaming thru her 3G plan. Massive unexplained data over-use resulted. I had a rough time convincing your billing organisation that we were using wifi (or thought we were anyway) for the movies and they would not believe us therefore the monster bills were upheld. We did not reaslise until far too late that the phone was loosing the wifi connection without us knowing. We have stopped using that service now and as soon as the credit we accumulated with the associated billing stuff-ups is used up we will be leaving Telstra for another less troublesome provider. How about giving us poor defenseless users some notice that our devices have been updated and a summary of what aspects have been changed. Just like happens with apps on the Google Play store. I will now be approaching your billing organisation once more armed with this knowledge. My argument will be that our over-use on 3G data stemmed from a bad firmware update without our knowledge in your modem causing us to over-use 3G data we were not aware of. This time if they don't listen then it will be time for a complaint to the TIO. And perhaps even a media story. Disgusting service! And one angry Telstra customer.

No signal .. No help

Hi people.I started off by being frustrated. Now i'm fuming.Can anyone here help? Sorry if this is long. Thanks. I was very loyal to One2One/TMobile for over 20 years - was really happy with them.Over the last 2 years, the signal became intermittent. Loads of folk around me changed to O2 because it was better. So I did too. And for 3 months, it's been fantastic. A full signal, all the time ! Right..... for the past THREE DAYS, there has been NO SIGNAL at all in my area.O2 tell me - as does their website - that there is a mast not working in my area. But no-one can give me any idea of when it'll be working again. So I have no calls, no texts, no service.I'm having to drive out of the area to get a signal so I can pick up any texts that have come through.
I know "these things happen" but . . . . my friends here, (one has an IPhone & one has a Samsung) ARE getting a signal. I have a brand new Sony Xperia Z3 compact.Why are they getting a signal & I'm not? Sony can't help me either & say it's an O2 problem. I'm paying £38 plus vat per month for this service !I don't know how many more days this is going to go on. Can I get some sort of a refund for lack of service?Thank you for reading.Deryck

Level 1: Joiner
fedupandsick
Posts: 1
Registered: ‎01-08-2014
Re: No signal .. No help
Options
on ‎02-07-2015 12:29
My partner and myself have the same issue and have had for 3 days so far we have been with o2 for a number of years now and all was well up to the last 8 months or so we have had no signal in that time regular day and night and you get sick of being in the middle of a call only for the signal to die for anything up to 20 minutes you then get it back and the same again it is getting worse all the time the last 3 days no signal at all and the same story a mast problem in our area customer service was always pretty good but now is poor at best when you can finally get in touch with them i have in the past reccomended o2 to friends and family but unless they get their fingers out never again come on o2 get this service sorted please and stop cutting corners
update on this after 3 hours of trying i got through to customer service all i got as a reply was it will be fixed when its fixed bloody disgusting service i think maybe after all the years i have been with o2 its a time to change

Worst customer care centre of Nokia is in noida Se...

My name is rajendra Singh and I have nokia 5800 xm.
I want to say that I had very bad experience with Nokia service centres at Noida.
The service centre located at sec-2 Noida is the worst centre of Nokia.
My phone has some network poblem so today I went to centre I show my phone there and without checking any parts They told me that your phone is liquid affected so your warranty has over and you have to pay money. I told them please check and show me where is liquid but they denied and told me to submitted money I went to owner of service centre and he told me same .A person in the center told me that they do it regularity and asked money from the customer even phone is in wareenty.They have disgusting service and just making money ,
Whenever you go center they always say that your phone is liquid affected and your wareenty is over and you have to pay charge.
Now I feel that I have wasted my rs 15000 to buy nokia phone .
Please do something someone.
this Service center is just making money and 90% customer are not happy with their service.
Please somebody take action against them.
Rajendra Singh
Noida
I am waiting.
Please give me some feedback .
MODERATORS NOTE: Phone number has been removed. Sharing of personal information is not allowed on the forums. Please do not share sensitive or personal information as it could threaten your personal security.

mr singh forgive me but your whole story lack conviction
it seems to me that as the service centre did not do your bidding u r out agaist them
btw u have not clearly mentioned when you bought this phone and whether warranty on it is stll valid SEEMS YOU HAVE VERY CONVENIENTLY SKIPPED THIS PART
i own an n8 and i went to a nokia service center regarding the headphones in the box
they checked the bill took a photocopy of it and promised me to replace the headphones
i got the replacement NO QUESTIONS ASKED
must say i saw a few customers asking them to do something ...when they were politely told that it is not poosible they just got angry and threathned to file complaints
it happens all the time...:

Re: Disgusting service by BT OpenReach!

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