Unworkable internet connection - Poor Customer Ser...

Question

Hi,
For nearly 18 months I have been getting 3.5 m/sec connection speed. Until Friday when the speed dropped to 0.2-0.5.
The speed is so slow that pages either take an eternity to load, or fail completely. And there is no chance of streaming anything, like iPlayer for example. Quite simply it is so slow its unworkable. But that is what you get I suppose with dial up speeds!!!
I have made several phone calls to BT support, who have so far proven to be of no help at all. The first 4 phonecalls I was taken through the same tests again and again (Is your computer connectly wirelessly or wired directly into the router, is your router connected to the master socket, have you tried changing the ADSL filter etc etc). It gets very tiring having gone through it several times.
The speed is the same whether wireless or wired.
During one of the early calls, having told her the above, she said that the speed issue was due to the wireless channel having been changed for some reason (I have never access the hub settings!). She said that she had set it back to 11 which is the norm. She then said that I must not call back within the next 7 days!!! What a fob off!! 
Well I asked, "It can't be the wireless channel, because it is the saem slow speed when I use the ethernet cable directly into the hub". To which she replied, "Oh hang on a minute, I need to speak to someone". I then heard what I can only assume was someone making quacking noises as they obviously found the whole thing funny! Needless to say I was angered by this and terminated the call after about a minute of this.
I have also sent numerous emails.
Finally I thought I was making progress when I had a phone call (after a lot of chasing up by myself and being told it had been escalated to the next tier.) from someone from the support back office???. He said he would perform tests on the line (for about the fifth time), then call me back in 10 minutes. 8 hours later = nothing!! So I spent 30 minutes on hold and got through to the help line again.
I was told that the engineer had put on the system that he had reset the IP something (maybe profile) and that I would see an increase in speed 24 hours later. I was also told that the speed would fluctuate over a 10 day period but I should see a definite increase in the next 24 hours. Apparently the engineer also put that he had told me this, and told me the above. Thanks then!!
Well it is now 24 hours and the speed remains the same. And is still unworkable.
It is now reaching the 4 days, where in the contract it says that "we promise to resolve it within 4 days". As my connection is totally unusable I feel I fall under this clause and will of course be requesting a refund on the service that I am paying for and not getting.
And I have no confidence that anyone at BT are even doing anything to sort the issue!!
I want to raise the issue, but can't find any complaints department details anywhere. And whenever I contacted the help line, I get more of the above. 
Can anyone offer me any advice as to how I can escalate this? I can really see this dragging out for several weeks.
Also does anyone know how I can find out when my contract ends?

Answer 1

Hi Mark_Collacott,
Thanks for posting. I can take a look into this for you if you wish. Drop me an email with the account details. You’ll find the “contact us” form in the about me section of my profile. Once I have the details we can take it from there.
Cheers
David
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.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)