They killed my internet and gave awful service
Hello, not sure anyone can give any advice but has just had the most awful 4 days (so far and likey to go on)
The history.
Wednesday 30 July reported fault online about phone with no dial tone.
Thursday 31 received an email form BT saying they had tried to phone (why when the fault said the phone wasn’t working) and they would send an engineer by close of play on the 5 August.
Engineer rang at 17:00 on the 1 August to say he had fixed the fault, he had replaced the ports as they were faulty. He said that the fibre port will affect the broadband but it should reset itself in about an hour, if not report the fault and they can reset them remotely.
I left it 2 hours then reported the fault, I was told there was routine maintenance so the system would be off for 24 hours anyway from 10:00 that morning to 10:00 on Saturday. No one hadwarned me about this I explained that I had only lost internet access when the engineer fixed the fault, and the person was adamant that signal would be returned Saturday at 10:00 (I had also explained what the engineer had told me)
As I doubted this I rang the auto update line, this said there was a major fault in my area but this had been fixed, reboot and if no access raise a fault.
I rang again and was talked through the process of resetting both the modem and hub and told as I was not using my BT Hub they couldn’t say anymore, but would book a call back from second line support 9:40 – 10:40 the following day.
The call did not come
I rang the help line and gave up after and hour
I tried again for another hour
I tried again and got through after 45 minutes, I said about not receiving the call back (this was ignored) and i had to explain the problem, including what the engineer had said, we went round in circles going over everything everyone else had tried, and he also insisted I plug in my Asus router to confirm it was not a hardware issue, plus trying a different ethernet cable I had. I had stated several times that I had already tried this repeatedly, and the instructions the engineer had provided. His response was that the engineer was a phone engineer and not a broadband engineer so didn’t know what he was talking about.
At this point I gave up, told him to book an engineer, that I was at work all week, told him I was really unhappy that BT had caused the fault and now I would be without access for over a week, asked why an engineer couldn’t come out today or tomorrow and he said engineers don’t work weekends but next weekend was special. I asked to speak to a supervisor and he said one would call me back in 2 hours, I doubted this and asked for a manager to be told they don’t work weekends either.
Fed up I said just book the engineer for whenever you want, get your supervisor to ring me and also get the complaints department to ring me.
The supervisor rang back 3 hours later, no help what so ever, would not consider the advice from the engineer and kept repeating that the first appointment was Tuesday, the engineer would need access to my property (even though the fault is in the exchange) as he may need to replace the BT Hub which clearly is not the problem as my on router also has the same problem.
There is no broadband signal reaching the hub, the open reach modem has green across the board but the hub has a red broadband light and shows as "disconnected" when i access the web inteface.
have had this years ago and the engineer fixed it frm the exchange (supprise!!) I cant believe the exchange is empty all weekend.
I would swap provider but i cant look it up as no internet - lucky i have 4G on my phone
So frustrated!!!!!!
@ BlinkeredCat23
please remember you will still be using the same Openreach infrastructure and engineer just a different name on the bill
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