Very Slow Broadband and Poor Customer Service

Hi,
Since April we have been having issues with our broadband line dropping the connection and terribly slow speed (around 0.4Mbs). We have had 3 engineer visits changing the master socket, home hub, filter and even work done out in the road. Each one has supposedly 'fixed' the problem, only for it to return to the very slow speeds within a week or so.
Our fourth engineer visit was booked for this morning, and the engineer failed to arrive. I received a phone call to say BT needed to re-arrange the appointment as the reason the engineer hadn't arrived was because BT had decided that it needed to be a 'multi services' engineer not a 'external' engineer.
I didn't even get an apology when I pointed out that I'd taken half a day off work to wait for the engineer when I could have been notified that the visit had been cancelled. Unfortunately we got cut off before I could re arrange the appointment so I called back, only to be told by the next person that in fact the reason the engineer hadn't attended was because of a BT OpenReach outage. After re-arranging the engineer visit I've now been sent 2 confirmation texts one to say they will be coming on Friday, one to say they will be coming on Monday. Hence another 10 minutes of my day calling to confirm when they would actually be attending.
I have also been incorrectly charged the £129.99 Engineer Home Improvement Charge as a result of the 2nd engineer visit due to an ‘admin error’. This was refunded to my account following 3 phone calls (one to ask why the money had been credited to my BT bill when I'd specifically asked for it to be returned to my bank account) but it caused me to go overdrawn in the process incurring bank charges.
I have raised 2 complaints, but no-one has contacted me concerning them (now 2 weeks and counting). When I finally lost it and called to cancel the contract I was told that as I was still in my minimum term I would have to pay £208 for the pleasure. My counter argument that for a total 3 months BT have not been providing the service we’re paying for seemed to fall on deaf ears.
I don't run a business, but I'm pretty sure this is not how to do it...
If anyone has any help/advice it would be greatly appreciated.

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 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
is there any exchnage problems listed http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
http://bt.custhelp.com/app/answers/detail/a_id/15036
http://community.plus.net/exchange-information/
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’.

Similar Messages

Extremely slow broadband and lousy customer servic...

I have just changed to BT and boy I wish I hadn't. After 10 days for it to "come up to speed" it didn't (download speed of 120 Kbps). I have fitted an accelerator which didn't make any difference and it has taken 3 phone calls of about half an hour each duration for someone who I barely understood telling me that I had fault. I knew I had a fault as I was told 3 times. The customer support team who was told would call me back at a specific time didn't and now I have been told that an engineer will come out in a weeks time to solve all my problems - if only. BT, I am totally disappointed with your service and wish I had never changed as talk talk who was originally with was very fast. Is there a cool off period where you can cancel the service?

there is no cool off period - you need to cancel before service is provided.
if yyou would like some help/suggestions 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 http://speedtester.bt.com and post the results.
are you connected to the NTE5 master or test socket or somewhere else? Do you have any phone extension sockets in your home?
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’.

Very slow broadband and connection keeps dropping

Hello, we have been BT customers since August 2013, after previously being Freeola customers for many years. We live in a very rural area, at the end of the exchange so we are never going to get amazingly fast broadband, we are estimated 1MB.
Previously using Speedtest.net at the beginning of the year we were getting 0.9Mbps, then in May our internet dropped and we couldn't get a proper connection or speed. We contacted Freeola who after doing some tests, said that we had a copper line failure and to contact BT. We did this and the copper line failure issue was fixed, an openreach engineer tested the line and we assumed all was fine. But we were still getting very slow speeds and the connection kept dropping. So we decided to switch to BT in August, we have put up with the slow speeds and dropping connection for 3 months hoping in vain that once we got a stable line the speed would increase and we would be back to were we expected to be.
When we are using the internet, we very often get "Your connection has been reset" errors within our browsers.
This has not happened, so I have decided to come on to this forum in the hope that we can solve this issue before my hair gets any greyer. We have a BT Home Hub 4 so we have not got all the stats that previous HH had available.
Also as we are in a rural area our telephone connection is through overhead cables and as said previously we are at the end of the exchange.
Please see below for the information that I have been able to get:
Home hub stats:
17:28:52, 28 Oct. ( 68.040000) DSL noise margin: 12.00 dB upstream, 9.50 dB downstream
17:28:51, 28 Oct. ( 67.970000) DSL line rate: 448 Kbps upstream, 192 Kbps downstream
Internet Connection Configuration
Connection Information
Connection time:
4 days, 22:01:39
Data Transmitted/Received:
221.4 MB / 2.3 GB
Bt Wholesale Broadband test:
Download Speed: 0.02
Upload speed: 0.34
Ping latency: 0.00
Further diagnostics:
Master socket is
I performed the quiet line test which wasn't too bad there was a very slight crackle, but it was with a wireless phone.
Speedtest.net results:
Ping: 463ms
Download:0.13mbps
Upload: 0.28mbps
As said previously before the copper line failure we were regularly getting download speeds of 0.9mbps.
Any help would be greatly appreciated.
Solved!
Go to Solution.

Hi jacoma,
Sorry to hear that your having issues with your BT Retail services.
You will either be on the ADSLMax (upto 8mbps) service or if your exchange has been BTw 21cn upgraded you maybe on the ADSL2/2+ (upto 12/20mbps) service depending on your line quality and length.
However these upto speeds may not be the speeds you will get as ADSL broadband connections are very dependent on the distance from your property to the exchange and the quality of your line. The further away you are from your local exchange the slower your broadband speed will be.
To enable the community to help you please see the advice below:
Please see Keith's help guide here: Helping forum members to help you, it will go through some checks that are needed for us to help you.
1) Are you in the TEST socket? if not can you please connect to the test socket and repeat steps 2, 3 and 4.
All the below performed in TEST Socket:
2) is there any noise on your line. dial 17070 option2 ,called quite line test, from landline phone. should be silent but slight hum normal on cordless phone.
If there is any noise on your line such as crackling, distictive noise when the phone is connected to the TEST socket and doing the quiet line test then you need to report a line fault to BT Retail by dailling 151. Once the crackling or disticive noise has gone then your broadband should slowly recover.
3) please post adsl line statistics
4) Can you please run a BT speed test (including IP Profile) http://speedtest.btwholesale.com (not beta version)[Best done with a wired, Ethernet, connection] After Quick Test is done you need to click "Further Diagnostics" to get IP Profile.
ADSL Line Statistic Help:
If you have a BT Home Hub like the one below...
Then:
1) Go to http://192.168.1.254 or http://bthomehub.home
2) click Settings
3) Click Advanced Settings
4) Click Broadband
5) Click Connection or sometimes called ADSL (see picture Below)
The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3.A firmware ending in 1.3)
or http://bthomehub.home/index.cgi?active_page=9118 (for bthomehub3.A firmware ending in 94.1.11)
You will need to copy and past all the adsl line statistics ( Including HEC, CRC and FEC errors). You may need to click " More Details"
If you have a HomeHub 4 then the majority of the ADSL Stats shown in the previous Hubs will not be there.
for HH4 users you can go to hub manager then select troubleshooting then logs and are look for 2 entries together which will show theconnection speed and noise margin for when your HH4 last sycned with the exchange.
There are more useful links on Keith's website here: If you have an ADSL connection, please select this link
cheers
I'm no expert, so please correct me if I'm wrong

Cracked TV, a UPS claim, and an unusable protection plan--and poor customer service

Best Buy has some serious issues with customer service. I recently tried to exchange/return/fix a 46-inch smart TV my father purchased from BestBuy.com. It came damaged. Immediately upon walking in and asking to exchange our damaged TV, the three customer service team members took the television from us and whisked it off behind the scenes. They did not tell us what they were doing, nor did they tell us they had called in a supervisor. The supervisor (at least I presume she was the supervisor because she did not introduce herself or state why she was there) came over and said “So what’s your “story” behind the damage to the TV?” I stared blankly at her because it felt like she was accusing me of something, and she repeated, “Tell me what happened when you opened it?” I explained that because the TV arrived four days early, we didn’t have a place for it right away and we put it in an office where it would be safe. We opened it a few days later. Yes, we had assembled it, because we opened the TV with the screen away from us and assembled the base from behind. It was only when we turned the TV around that we saw the cracked screen and the shards of plastic on the floor. Then we dissembled it and put everything back in the box to take to Best Buy. Yes, we noticed some damage to the box, but it looked minor. The supervisor told me that it looked like the TV was damaged when it was installed. I told her we did not drop, kick, or otherwise damage the television. We were incredibly careful, because it was a gift and very expensive. She said the damage must have been done in transit then. Best Buy was not responsible. All they could do was put in a claim for UPS. I asked about the Geek Squad protection purchased with the TV and was told that only counted for software. I pointed out that Best Buy’s website clearly states that the stores accept returns from BestBuy.com and that Best Buy also accepts damaged returns. She didn’t reply to that, just said she was sorry and left. I work in customer service. I know people can be dishonest and are always trying to get as much as the can for very little. I also know that regardless whether the customer is right or wrong, he/she should always be treated respectfully. I do not feel I was treated with respect. I felt like a criminal from the moment the team took my TV from me. The supervisor practically accused me of lying and did not seem to listen to my explanation. She did not even stay to see the transaction through, but left (the store was fairly empty at this time) and I had to wait, twiddling my thumbs, while two other customer service members took another fifteen minutes to set up my claim with UPS. Neither one spoke or looked at me during this process. Now, I have a $500 television set with a large crack in the screen, a claim with UPS that may take weeks to resolve, a 5-year $100 protection plan on a TV I won’t ever be able to use, and a lingering bad taste about Best Buy. I have never walked out of a store feeling as small as this experience made me feel. The sad thing is that I had planned on purchasing more items from Best Buy over the next couple of months. Rest assured, they will be purchased elsewhere. The only person who smiled or wished me a good day upon exit was the guard at the door. I will not be returning to this or any Best Buy store.

Hello eab64 –
It is regrettable that you had such a poor experience when you brought your father’s TV into our store, and for that I am truly sorry. The way the customer service associates and supervisor treated you was unacceptable. We in no way want you to feel like a criminal, or feel like you’re being accused of wrong doing when all you’re trying to do is get your product fixed. It is also clear many of the actions taken in the store may not have been clearly communicated to you.
It is standard procedure for damaged or defective TV’s brought in store to be taken in back where they can be setup and our customer service associates can perform an assessment. This should have been clearly communicated to you. Once any damage or defect was assessed, ideally the supervisor should have approached you with a solution, and not accusations.
The store did offer you the correct solution in the end, regrettably this too sounds like it was not communicated as well as it should have been. Our Return and Exchange Promise does not allow the return of damaged products, and the Geek Squad Protection (GSP) plan for televisions does not cover damage to the panel beyond burnt our pixels and image burn in. Because this damage occurred during shipping, a claim with UPS is the correct course of action. UPS claims can usually take up to 8 business days, and I am sorry we are unable to offer you a more immediate solution.
Please feel free to reach out to me if you have any additional questions or concerns.
Sincerely,

Wifi not working again and poor customer service

VERIZON IS THE ABSOLUTE WORST!!There is no good way to put it.Their products seldom work and their customer service is by the worst for any company that I have ever dealt with.They have to be embarrassed with their customer service, but clearly they are not since nothing changes. My internet is out non-stop and every time that I call them it takes around 1 hour to get through. The last phone call that I made (last Monday June 22nd) took 1 hour and 15 minutes before I got through.That is a disgrace and a complete slap in the face to your customers.They never fix the issue. They just put a band aid on it.They said they would send me out a new router that would arrive on Wednesday June 24th. Here I am one week later and we still don’t have a router. I told my wife this would happen. Verizon is so incompetent that it’s easy to predict their next mishap.You would think they would offer to credit my account for the amount of days that I don’t have internet service but that would actually only happen with companies that care about their customers.I know I am just venting to no one, but I would rather vent her than call and sit on hold for an hour before speaking to someone to vent to.I am just counting down the days until my contract is up.I thought Comcast was bad, but they are superior to the garbage service and product that Verizon provide. Bob P.

For the wireless issue, I point to http://forums.verizon.com/t5/FiOS-Internet/Why-your-Wi-Fi-is-slow/td-p/534451 Note what is said there, also applies to why the wireless is not working - not just why if the wireless is up it is slow.

Zebra lines and poor customer service

My phone has two vertical white lines on the right side of the screen, i took it into my local Verizon store where i was met with a very hostile employee who took one look at my phone and said "oh thats a pressure break on your screen we can't help you" i then tried to calmly explain that no it stopped working in my hand while in a life proof case, wasn't dropped or around water and it most likely wasn't a pressure line. She looked at me told me i was obviously wrong and if i want to replace my phone here was the card for the insurance i have on my phone. i asked if there was anything she could do and she said no and started helping the person behind me. Once i got home i looked up "pressure" break on iPhones and it looked nothing like what was wrong with my phone but did find almost an exact picture of my vertical lines in a reference to a capacitor repair kit which sounds more like a hard wear problem. I am considering going back into the store and getting the employees name to file a complaint with the manager about how rude she was to me (basically calling me a liar, and speaking in a condescending tone while trying to rush me out the door). Being treated poorly and basically getting no help has really lowered my opinion on Verizon's customer service.

Call Apple, go to Apple.com, or visit your nearest Apple store. You'll get much better service there. If the phone is still under the one-year warranty you'll likely have a replacement in short order.

Update to STB created a brick and poor customer service

To whom it may concern,
I honestly have lost all faith in Verizon FIOS and will start pricing to replace your service first thing in the morning. This evening I spent 1.5 hours on the phone trying to get my set top box fixed. This was a total waste of my time when I could have been taking care of a cancer patient or myself for that matter, something I get very little time to do. Below you will see what my issue is and what I think of your customer support and how you feel about your "clients".
Recently there was an update to the STB as was emailed out to me a few days ago. As soon as this update occured I noticed that the tv likes to reset itself and Im talking a crap ton. First it started off 1-2 times daily and now its 10-15 per hour if it doesnt just get stuck in the cycle of turning on and turning off. I decided to make the call to tech support who is utterly worthless. After spending 20 minutes trying to even get through your automated support I finally got a "person" on the phone who can do nothing more than read a screen. I explained what the issue was for her to go well I will mail you a new box out, it should be there within a week. I explained that is a no go as I actually like to use my tv and the service that I pay for, not it around for a week waiting for decent customer support. I was told that the stores dont carry the box I need and this was the only way. Every time I asked a question I would get the woman hissing through her teeth like she was better than anyone else. I asked to speak to a supervisor who about 15 minutes later came on the phone and said that the stores do carry boxes but it was not the new ones and I would be charged a $9.99 restocking fee. Literally I bust out in laughter at that because it was your update that caused this issue, not negligence on my part. She said that it didnt matter, that it is a nation wide fee and if I dont like it tough. I asked how is it that the stores dont carry the box I need seeing as I live in the mostly densly populated part of this country. She had no answer what so ever and recommended I speak to billing to see if they could reverse the fee. So yet again I sit on hold for another 10 minutes . This time it was we do have the boxes, there is a fee, no we will not remove the fee and its all the old equipment, not the new STB. I asked to speak to this womans supervisor to which she said no. I kindly told her I do not need to hear anything else from here and to put a supervisor on the phone. I get placed on hold for another 5 minutes for her to come back and tell me she is then bringing a supervisor on the phone and placed me on hold again. 30 seconds later she comes back and goes sorry no supervisor, it will be a 20-30 minute wait. Again I just burt out in laughter and asked how 30 seconds ago she was transferring me and now that person was magiically not available. I asked that she find a supervisor to which she just hung up on me. Total time lost over an hour. I call back yet again to get similar **bleep** stories of how its not their issue for a restocking fee even though they caused the issue blah blah blah. This time I was offered a "free" mailing label and I could go rent another box and then mail back the old box.
Frankly all of this is a joke and you people should be ashamed of yourselves . I have had better customer service speaking to people that dont even speak English. How is it you even begin to charge people a restocking fee for going to a store to replace your faulty equipment due to your own engineers messing it up. What exactly do I play over $100 a month for?!?!?! How is it you hire reps that can do nothing more than read a screen and supervisors that talk down to you? I have been with FIOS since it first came to my area and immediately signed up. I am now having some serious doubts as the customer service used to be 8/10 and is now -5/10. I frankly do not have the time or money to waste on a company that does not care about customers let alone do what is right to fix the issue that you started. Heck while typing this right now, the box reset its self over 10 times which would probably be a total of 75-100 resets today alone. Tomorrow morning when I wake up I will be calling cox cable as well as visiting Tmobile to transfer my plan. You surely do not care about your customer base and only want new customers so why not screw the longstanding subscriber over. How long do you think you will get away doing business like this. At this point Time Warner cable has a leg up on you when it comes to customer service. Yes their channel line ups suck but at least their equipment as well as Cox's works, its more than I can say for you.

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Who do I contact to file a complaint about wifi on my new IPhone5 and poor customer service at the Apple Store in Leawood, KS

I am having problems connecting to wifi at home with my new IPhone 5. I got it replaced today at the Apple Store after dealing with a rude customer service person yesterday and today. They simply would not listen to me explain all the troubleshooting I have done. I also have an Apple Airport Extreme base station router, Macbook Air, two IPads, IMac and my husband's IPhone 5 on this wifi system with no problems. After talking to Apple Care yesterday, they told me to go to the store today to exchange my phone. The customer service person argued with me that I would have the same problems even if I exchanged the phone. This has been a very frustrating experience and after being a loyal "Apple" geek for many years, I'm seriously thinking about returning my IPhone 5 and getting a Samsung Galaxy S3! This is totally unacceptable! Tech support at Apple Care was great yesterday and that person actually listened to me unlike the two individuals at the Apple Store in Leawood, KS. How do I file a complaint about the hassles at the Apple Store?

Talk to the store manager.
Regards.

Lack of Commitment and Poor Customer Service

My daughter made international calls on her cell phone. She met this person online and did not realize the person was located outside of the United States. It is a very odd situation in that the number she was dailing was an 868 area code and did not require any additional numbers. Due to the number having the same format as a US based number there was no way for me to know the usage charges that were being added to my account. Over the 2 months, she has incurred approximately $7500 in international charges.
I called Verizon on May 27th and notified them of the situation. I spoke with a great customer service rep. She tried her hardest to work with me. She applied a courtesy credit of $299 to the bill and indicated that she would retroactively add an international plan to my account.
Unfortunately, this is where the good customer service ended. When I checked my most recent bill the international plan was not added to the account. This was the first broken commitment. They indicated it was due to have a past due balance of greater than $25. Obviously based on the circumstances it would be impossible for me to pay the bill down to $25 in one payment.
On June 2, I was told that my call would be escalated to management and I would receive a call back in 24 - 48 hours. Today June 4, after 48 hours expired. I called Verizon as I did not receive a call back from the manager. The lack of the call back with the second broken commitment.
The customer service rep I spoke to today provided the worse service I have received so far. She made a couple of inappropriate comments. The first was:
1. I need to tell me daughter to stop making international calls. I am a responsible parent and I have disciplined my child. Verizon is a cell phone provider. Its not their place to give parenting advice. An appropriate customer service response is, "Let me see if there is anything we can do prevent this from occuring again"
2. Then agent told me the manager was not going to drop everything to respond to my call. I did not request the manager to do this. I waited the 48 hours that I was orginally given. An appropriate customer service response is"I apologize we did not meet our original times, let me see what I can do to get a manager to respond to you".
At this point, I am obligated to pay over $7,000 in cell phone charges which I will do as I am a person of my word. At this level of payment, I should be treated as a premium customer and I expect much better customer service from Verizon.

International Long Distance and Messaging by Country - Verizon Wireless
International Long Distance Value Plan for Trinidad & Tobago:
Voice Rate: Landline $0.05/min Mobile $0.05/min
Monthly Access Charge $5.00
*You can automatically add these services to your account if you have a 30 day payment history and your account is in good standing. If you have been a customer for less than 90 days, please call Customer Service at 1.800.922.0204.
(AT&T offers a better plan - $0.01/min to Trinidad & Tobago, $5.00 monthly access)

Frustrating And Poor Customer Service

A few weeks ago I made a change in the equipment I rent. I had one HD set top box, one digital adapter and one Standard set top box. The standard box was supposed to be free for as long as I kept Verizon TV service but now Verizon seems to want to charge me for it. The changes I made seemed simple enough. I returned the digital adapter and in its place I rented another HD box. When I logged into my account a couple of days later I went to my equipment list and noticed that there was now a charge associated with the SD box. I called customer service and spent almost a half hour either on hold or trying to explain my problem. Finally the customer service rep saw what I saw and the final explanation that I got was that when I made my equipment change "the computer flushed out the grandfathered free SD box". I then asked that they remove the charge, the deal was that this box was free for as long as I kept Verizon service. The answer I got to that was that she couldn't. I told her that that was not acceptable and that there had to be someone that could do something about it, by now I was getting a little annoyed about the whole thing. She said she would connect me to Customer Retention. OK, this guys job is supposed to be to keep me happy and a customer. So now I explain the whole thing again but this time all he keeps saying is "I don't see where your being charged for the SD box". I try to tell him where to look but all he keeps saying is that he dosen't see a charge. I ask him why can I see it and he dosen't? And again all he says is don't worry you won't be charged. I then ask him for his name, phone number or any way to contact him so I don't have to go through this again when I get my bill and he says, "don't worry I'll be watching your bill". I ask him again and he says that he made a note and will be watching for my bill to assure that I won't be charged. Well I got my bill this weekend (the bill that never stops going up) and I'm being charged for the SD box, not only that but also a 5 day partial bill for last month too. This whole ordeal took me over 45 miniutes and to no avail. This shouldn't have happend in the first place but I do understand that mistakes can happen. What I don't understand is that after spending all that time I couldn't get a name, number or case number but was left with nothing to do but go through the same thing again. I also didn't appreciate the lip service I was getting from the Customer Retention rep. I could tell by the way he was talking that he had no intention of bothering with this but I decided to give him the benifit of doubt. Then I stumbled across this forum. I was hoping someone might have some advise for me in moving this along.

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Been with Verizon 3 weeks - misrepresentation, fraud and poor customer service

I was excited to find out that my company had a corporate discount for all employees: 22% discount of primary line, 22% off any data plan greater than $29.99/month and $75 credit on first month's bill. Great! I decided to port over my line from Tmobile, incurring the $100 early termination fee for 2 lines (family plan) and decided to finally get an iphone.
We all know how CSR are horrible at providing the correct information, so I called 3 times (2 to Verizon customer service) and 1 to a local B&M store to verify the details of my employee discount and to confirm that I would be eligible. Yes, Yes and Yes.
Called VZ Customer Service on 1/10, verified AGAIN that the plan I was choosing qualified for the corporate discount, they confirmed and then I placed my order. The first bill I received on 1/24 showed the 22% discount only on the line, but not the data plan. Called VZ, the CSR's excuse: The first bill is a partial, prorated bill so I won't see the 22% discount on the data plan nor the $75 credit until the following month's full bill. The gentleman was nice enough to give me a courtesy credit of $7, which covers the data plan discount I was expecting. He said he would note the $75 credit on my account so it would be applied correctly on the next month's bill.
Being the skeptic that I am, I called the next day 1/25 and verified with another CSR that she was able to see the note on my account that was supposedly entered in the previous night. Of course she didn't see it. I didn't bother to do anything further...I was going to wait until February to see what my bill looked like that take it from there.
Fast forward one month, get my bill...again, no corporate discount on the data plan and no $75 credit. Called CSR, she said "oooh, that's because your corporate discount only applies to data plans that cost $45/month or higher." I asked to speak with a supervisor.
Supervisor Melissa told me that the CSR is correct, and my data plan does not qualify. The next part KILLS me. I asked her if it made sense that I've spoken with 3 different Verizon representatives, all confirming the same thing up to this point. Her answer: "Well, every CS department operates a little differently. For example, my group has a full 9 weeks of training so we know what we're talking about. Other regions might be different." So what she basically told me is that it doesn't matter that everyone is employed by the same company. Because I was unlucky enough to be routed to a CS department in Booneyville where they don't know their head from their butt, I got misinformed. Ooops, sorry.
The 22% discount on a $30 plan amounts to $7/month. Is $7/month worth this HUGE discussion...no. Am I ******, yes. I will be writing the corporate office, the BBB and filing a complaint.

Look, don't want to argue. @lewisr13 - I ordered the phones on 1/10 and due to the backorder on iphones, wasn't able to port my number until 1/24.
It's not easy working at a call center and talking to hundred of people a day...I get it. I was with tmobile for 6 years, I've had my share of getting wrong information at times, which is why I pulled the terms of my corporate discount on our website, verified with my internal rep the day before I started this whole thing and had VZ CSRs walk me through step by step my discount. "Okay, so what you're saying is if I get X plan, I should see a 22% discount on this and that, which would bring my total monthly balance to X dollars, is that correct?"
I still think it's ridiculous that THREE different reps gave me the wrong information..that's a pretty bad ratio.
My title is over the top...CSRs weren't intentionally fraudulent or meant to misrepresent anything. That said, as a paying customer, I still expect accurate information. Keep in mind that I did call an additional 3 times prior to me even ordering the phone to verify this information as well.
Frustated, that's all. I'm having our company rep look into it and if the misinformation initially came from my own company, it is what it is.

My complaint and poor customer service from BT

I am posting a reduced version of the complaint i sent to BT, partly because i would like to know if anyone else has had the same problem and partly in the hope that someone here will see it and be able to help me with the problems i am having.
Here are the issues:
I placed an order for unlimited broadband online on 1st Feb. I had a confirmation email and a date to set my broadband up on 10th Feb. A couple of days later i get an email from BT saying that my order has been delayed due to a technical issue.
I ring the number given and spend 15 frustrating minutes trying to get through the voice activated choices in which the voice recognition never chose anything to do with what I said, and then keypad choices before I got through to a customer adviser in the UK, who was annoyed that I had got through to her as she said she did not deal with the issue I had. She begrudgingly went through the security questions and then said she would put me through to someone else. I then had to wait another 10 minutes on hold before being put through to somewhere out of the country where I spoke to someone with an accent I found difficult to understand and who then put me through the security questions again, asking some of them twice.
By now I have wasted half an hour on the phone and am no closer to knowing what the problem is with my order. The customer adviser then tells me there are technical issues with my MAC code but will not elaborate any further and tells me that the order has been pushed through and will now be fine, I am told I will get an email telling me everything is on track and I end that call.
I get no email.
Some days later, I get an early morning call from BT and the person tells me that there are technical issues with my order and that someone will call me from the orders team by 8pm that day. My phone then rings 5 minutes later with a phone text from BT which is not understandable it says something like "17 and we are working on it" . Five minutes after that my phone rings again with another phone text from BT saying that BT had tried to contact me and did not manage to get hold of me. This made no sense since I answered the call and the text arrived 10 minutes later, there were no other calls in between as I was right by the phone.
I never did get the call that was promised so phoned in again to find out what was going on, i speak to someone but then get put on hold for 20 mins until finally someone else speaks to me but they can't tell me what is going on except that there are technical issues, and the VOL number changed because the order was put in again on 5th Feb. I now have a different activation date of 12th Feb which I only find out because I log into the order tracking. The person I speak to apologises that I was not called and said they would get their supervisor to ask the orders team to phone me the next morning, so I await the call.
I get no call from them on that day either.
I ring BT again in the afternoon and speak to someone who says that none of my orders exist any more because of 'technical issues' and I have to put the order in a third time! On top of this my activation date has been moved to 14th Feb, this is the third date i have had. Thinking this would be the end of it, i was amazed the next day to get an email with yet another order, this time for the 17th Feb, and so now it seems i have two orders running alongside each other. No explanation as to why, no phone call to explain, none of it makes sense.
I phoned BT and informed the person of the situation and they told me that the order for the 17th would be cancelled and the order for the 14th would go ahead. I was assured this would be the case.
Half an hour after this call I was phoned by BT from the call centre outside the UK and was told that my order would now go through on the 18th. As I tried to inform him that 30 mins ago I had been told the 14th he hung up on me.
Furious, i called back right away and spoke to a woman who apologised for what happened, she informed me that because of the complaint I had submitted that my broadband order had been fast tracked to my original date of the 10th Feb (it is the 8th at this point). I asked her if this was really the case, she assured me that it was and so I asked if the modem would arrive on the 10th also and she put me on hold to check and then came back and assured me that I would also get the modem on 10th Feb.
I was not connected nor did I receive the modem as promised on the 10th.
At this point I am no longer surprised that everything I am assured will happen does not. So the day after, on the 11th I phoned again to find out why my broadband was not connected , yet again the person was clueless about what is happening. This time they assured me that the order for Friday the 14th would go through. I am left having to accept that this time will be the time that what I am told actually happens, because no one is willing to put me through to someone with more authority or ability to sort the problem once and for all.
On weds the 12th in the morning I had an email saying that my modem was on the way, so I thought finally that things were on track. This was not to be the case, in the afternoon i got an email saying my order was cancelled with no explanation, and i certainly did not ask for it to be canceled.
So I phone again and get through to the call centre outside UK which I didn’t want. Someone there kept me on the phone for 40 minutes while checking various ‘things’ then tells me that its very limited as to what he can do, that he can see I have had a lot of trouble, but he can’t do anything about it. I ask to be put through to someone who CAN do something about it because this is getting ridiculous and he tells me I will get a call back tomorrow. He tells me that the problem I am experiencing is BT’s fault and that I am not at fault and I should tell the people who call me to escalate my problem, then he gives me VOL number 5.
I explain to him that I have been promised a call back on two occasions before and they never arrive, in fact the only time I have been phoned by BT is to be told I am going to get a call back (that never arrives) and by someone who hung up on me. Since I never receive a call back or anything I am promised, I tell him that I would like to be put through to someone who can sort out my problem now. All he does is keep telling me I will get a call back and I realise I am stuck in a never ending loop and banging my head against a brick wall. I can never get through to anyone who can actually do something to help me, that needs to change.
So now we are at a point where I am going to wait tomorrow for a call that I suspect will never arrive, and on Friday I will hope for a connection to the internet that will never come about. We have already gone past the first two dates I should have been connected.
Is anyone able to sort this out? Or should i have given up after the first three orders failed?
Help would be appreciated.

Hi Mousepatch,
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Each case is done in a strict rotation so once your mod request has reached the top of the BTCare Team's inbox then they will contact you.
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BT Infinity - Problems and Poor Customer Service

Hello,
We are new customers to BT - having only had our Infinity Fibre Optic connection installed into our new home 13 days ago. Since installation, it's become evident that the Hub struggles to maintain any decent wireless connection to the downstairs of the property, often providing download speeds of just 0.2 Mbps or around that figure.
Having run various tests and spoken with BT online, we came to the conslusion that we're suffering from a Wifi Black Spot. However, the advice received was for us to Purchase an second Router / Hotspot in order to fix the connection; which I find absolutely disgusting.
I find it very difficult to fathom that, as new customers who've just recently paid for the installation of this service, we're expected to pay to fix the poor quality of this service. BT off an official Wi-Fi Home Hotspot 500 Kit for £89.99 - so are you seriously telling me that we have to fork out another £90 to fix the substandard service we've received so far?
Especially given how early we are into the contract, I have to say how severly disappointed I am in the service received from BT at all levels. To expect brand new customers to pay to fix problems created by the service is absolutely dispicable, and if these issues are not addressed in a more fitting manner we may be forced to look into taking further action.
I look forward to your responce.
Regards,
Alan

Unfortunately no ISP will guarantee wireless speeds because there are to many variables involved in the transmission of wireless, such as environmental factors of the type of property you have, stone walls, concrete floors etc.
There are a few things you could try to improve things before spending money.
Make sure that "Smart set up" is turned off. see link how to so that
http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...
Some devices have a problem with the Homehub dual band having the same SSid (name). Try giving the 2.4Ghz and 5Ghz frequencies different SSids. Just add a 5 to the end of the 5Ghz SSid so you know which is which. Check the 5 GHz Sync with 2.4 GHz: is set to NO.
Once you have done that "forget" the connection on your devices and then restart the devices and log onto both the SSids if the device can use both frequencies. Not all devices cn use 5GHz.
See this link
http://bt.custhelp.com/app/answers/detail/a_id/44798/~/i-have-problems-connecting-5ghz-and-dual-band...
Try downloading and running inSSider or another wireless scanner. This will show you the wireless channels that your Homehub/router is transmitting on as well as the surrounding networks. You want to take a note of the channels in use and change your Homehub onto a channel that is not being used.
See Link how to do that.
http://bt.custhelp.com/app/answers/detail/a_id/14094/~/how-do-i-change-the-wireless-channel-on-my-bt...
See link for inSSIDer
http://www.techspot.com/downloads/5936-inssider.html

Very slow broadband and frequent disconnects

Hi
I have been a new BT customer since April 2013 after moving to rural Scotland. They gave estimated speeds as 8Mb download and 2Mb upload which I was happy with considering location. For about 3 months those were the speeds we were getting until a phone fault which was traced to a loose copper wire at the exchange.
An engineer was sent, the fault repaired and things returned to normal for around 2 weeks until the router disconnected and since then despite untold hours on the phone to BT support, 3 routers and 2 engineers later, the issue remains unresolved. I'm at my wits end now and hope someone on here can help. We do have an Openreach engineer in the village but he takes cables out and doesn't have access to all the test equipment.
Here are my router stats:
ADSL Line Status
Connection Information
Line state: Connected
Connection time: 0 days, 07:59:12
Downstream: 4.063 Mbps
Upstream: 448 Kbps
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 8.5 dB / 17.0 dB
Line attenuation (Down/Up): 10.1 dB / 3.5 dB
Output power (Down/Up): 13.9 dBm / 12.3 dBm
FEC Events (Down/Up): 59064 / 0
CRC Events (Down/Up): 1 / 0
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 0 / 0
Error Seconds (Local/Remote): 1 / 0
Btw, that download speed has been 8Mb all the time we've had the router installed but from yesterday which was really bad for disconnects (and you can see it has been off again in the night) it's now suddenly 4Mb.

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 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
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Very slow broadband, old Be customer

Am on an exchange only line with an attenuation of 57dB. Joined sky from Be over a year ago. Under Be I got around 1.4-1.6 Mbs. Since joining Sky this dropped (almost instantly) to around 1-1.2, but with frequent spells at around 700 kbs. However it has now hit a new low of 390 kbp (was 540 most of yesterday)! Latest stats are here, although the box reconnected only 10 mins ago. Uptime:0 days, 0:10:21DSL Type:G.992.3 annex AMaximum Bandwidth (Up/Down) [kbps/kbps]:684 / 1,504Bandwidth (Up/Down) [kbps/kbps]:521 / 390Data Transferred (Sent/Received) [kB/kB]:0.00 / 0.00Output Power (Up/Down) [dBm]:12.5 / 1.0Line Attenuation (Up/Down) [dB]:35.0 / 57.0SN Margin (Up/Down) [dB]:10.5 / 14.5Vendor ID (Local/Remote):TMMB / GSPNLoss of Framing (Local/Remote):200 / 0Loss of Signal (Local/Remote):1,508 / 0Loss of Power (Local/Remote):0 / 0Loss of Link (Remote):0Error Seconds (Local/Remote):1,518 / 0FEC Errors (Up/Down):0 / 9CRC Errors (Up/Down):0 / 4HEC Errors (Up/Down):0 / 3 Before anyone suggests it, I don't have a master socket (house too old). Sky estimate 1-4Mbs for this line. Anyone got any bright ideas - this is getting silly? Quiet line test has a faint hiss when the modem is on, otherwise perfectly quiet.

The noise margin on your downstream is higher than Sky's targets of 7db or below and that will be causing your reduced speeds,a a faint hiss on your line when the router is connected could point to the possible cause(as any excess noise will undoubtably have an impact on speeds).Try changing your micro filter to see if it helps if it doesn't you could always call and request Sky manually reprofile your line with a 7db noise margin.
If a micro filter change/reprofile does not help it might be worth reporting the issue as a voice fault due to the slight hiss(don't mention broadband or the wrong team will get involved)once the voice fault is fixed your speeds should return.

Very Slow Broadband and Poor Customer Service

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