B T bleedn thieves

[postie jon]

our phone line has been on and off for the past year, broadband goes down when it rains , has been un useable since the local flooding 2 wks ago wife reported it to bangaladesh on sat evening, after 45mns a sir yes you have a problem we can detect , no poop sherlock thats wot i have been tying to tell you for the last 45 mns . engineer told us back in feb that when they installed the fibrebroadband cable they stretched it ,apparently its like tin foil, hence when it rains or gets hot it looses contact, local engineer suggested to HQ to replace the affected part, naw just ru a patch up job, but it wont hold, doesnt matter do it . they have since been back 4 times to same fault . after this flooding on sat past it went but never came back. so bangaladesh asks when would be suitable for an enginner to come and view our fault , told him again not our fault and where the break was actually situated as its at a manhole. monday at 1600 ,perfect madame iwill send engineer. heard nowt until 1400 , wife calls , bt engineer called her mobile at 1300 , bt here wil be with you in 10 mns, but no ones at home until 1600 as arranged, in a rather gruff and annoying voice ,doesnt work like that doll. to which she replys well why ask for atime and date then, not my problem was the answer, so he hangs up . 5 mns later txt from BT , we hear your broadband is fixed, txt yes or no, if not please arrange a date and time. this has been the case for most of this year. what to do now? broadband has improved slightly , manily because it has been a nice day here, you could not even log in to check emails let alone go on the web. anyone else have same problem with BT. tgey said thet would give us a rebate last time , but it hasnt worked satisfactorily since repair 8 wks ago.....

 

[voipio]

If the mobile signals are any good, go for mobile broadband. EE can can offer quite good download speeds these days.

 

[ajlelectronics]

You need to change provider. I had all sorts of nonsense like that over a few years and two ISPs. Eventually I went to Zen and two faults were seen to within 10 days. No foreign call centres, no script readers, no price increases. When you call them on a proper telephone number, you get to speak to a real English speaking Human who will deal with it rather than send you around all the extensions until you get fed up.

 

[slim_boy_fat]

@postie jon A polite email to the CEO of BT will almost certainly elicit a satisfactory outcome. Remain calm and state your case clearly & succinctly, asking for his view on the acceptability of your position......

Scroll down here until you find Nick Lane, CEO of BT Consumer Group.

 

[dobbslc]

We've had broadband trouble for the last few weeks with BT first engineer said it was a wiring fault in the house! Well it's been fi e for two years like that!
Then they did something down the road but it seems no better and has been dropping tonight again
We were told it's the fiber optics but I only have an old 2 core bit of wire coming into the house
I have told the wife to cancel the direct debit if they don't sort it out.

 

[postie jon]

@postie jon A polite email to the CEO of BT will almost certainly elicit a satisfactory outcome. Remain calm and state your case clearly & succinctly, asking for his view on the acceptability of your position......

Scroll down here until you find Nick Lane, CEO of BT Consumer Group.

Doesnt work.....

 

[JulieandTony]

We have just been through the same, bt are a complete waste of time and space when there are issues.

First they will blame the internals etc and when you insist on an "inside" engineer coming round - then they threaten you with an £80 charge "if the fault is not theirs.." when the engineer does arrive, they find out exactly what you said was indeed correct! So it gets handed over to bt infrastructure (can't remember what it's called - it's a separate entity ), again you get the same threats £80 if it's not their fault, they come round and can't find an issue - so you are back to the "inside" engineer once again...

In our case, when we lost Internet eventually it "magically fixed itself" - and at the same time our neighbour's went off, following the same hassle as us, eventually theirs was fixed - and ours stopped at the same time ...

We have just moved to Virgin - it's true fibre to the property/home (fttp/ftth) more importantly it is the same company right through!

We thought of moving to another broadband /phone supplier but ultimately they use the same copper wire supported by bt, so again it's two companies blaming each other (bt infrastructure vs new supplier rather than bt infrastructure vs bt retail !)

Up to now it's been a good move.

 

[slim_boy_fat]

Doesnt work.....

I was trying to shorten the link. Here you go https://www.ceoemail.com/index-search.php and scroll until you find Mr Lane [2 -3 box I think]

 

[mike os]

I wouldn't use bt again if they paid me... total bloody shower of poo

 

[jimbo84]

They also charge you £30 at the end of your contract to disconnect your line at the exchange, hidden somewhere in the small print of your contract, absolute thieves

 

[zx9]

We were told it's the fiber optics but I only have an old 2 core bit of wire coming into the house

We only have two core copper coated steel wire entering the house from the telegraph pole in the street but we are FTC (Fibre To Cabinet) so we get high 60's megabit broadband down a relatively short bit of old-fashioned telephone wire connected to the fibre in the cabinet which goes back to the local exchange.

 

[ajlelectronics]

We thought of moving to another broadband /phone supplier but ultimately they use the same copper wire supported by bt, so again it's two companies blaming each other (bt infrastructure vs new supplier rather than bt infrastructure vs bt retail !)

Not true. BT is just A.N.Other ISP with no more connection to Openreach than any other. What is different is the way that faults are dealt with. Openreach charge the ISP for NFF calls and the cut price merchants are desperate to avoid having to pay that, hence the frighteners. They don't employ anyone with the skill to help diagnose the issues so assume that all of their customers are stupid and so refuse to escalate it.

Where Zen differs is that they have skilled engineers who will work with you on a sensible diagnosis and they are perfectly happy to escalate to Openreach once they have decided that they should. Zen also provide good routers rather than cheap junk and so get fewer internal faults anyway. They are cetainly not the cheapest ISP but I believe that they win on ultimate value for money. That is why they win awards every year.

 

[Melvyn Best]

I recently had problems with my Virgin phone line, my internet was OK , sent Virgin an email after trying to get through using a mobile which was a waste of time. Got a reply fairly quickly with an appointment for an engineer to call, he couldn’t find a fault in the house and on checking the Virgin box near the house diagnosed a fault between the box and the house. Appointment was made for them to come out and replace the line , they turned up on time and sorted it out. Then got an email apologising for missed appointment? giving me a £25 refund followed by another refund for £8 per day that I was without a phone after first reporting fault which was around 2 weeks . Very rarely use the landline so a good result .

 

[rikrobson]

BT retal, who provide the broadband service are separate from Openreach, who own and manage the network. they have to get openreach to fix the fault just like any other ISP.

Unfortunately is just persistance you need. make an official complaint to BT customer services detailing all the above. The call centre staff just follow scripts. what you really want is a REIN engineer or someone who actually knows the system. alot of the time you just get johnny phone engineer.

if they have "stretched" the cable (from the sound of it its the insulation that's been compromised)then the cable will need replaced. that will take time once they come to the conclusion.

Unfortunately is a you get what you pay for. andrews and Arnold will accept an new customer with a fault and fill endeavor to fix it, however they are not cheap. I believe that zen will do the same. Maybe it time get a new contract with one of these better providers and have them fix it

Repetitive Electrical Impulse Noise (REIN) and Single Isolated Impulse Noise (SHINE)

 

[JulieandTony]

Not true. BT is just A.N.Other ISP with no more connection to Openreach than any other.

That's my point exactly, - openreach is the name I couldn't remember , the whole fibre to cabinet /copper wire to the property is on openreach infrastructure, so whichever provider you use via copper is a split responsibility, openreach infrastructure and whatever ISP you have internal in the home, even if this is bt themselves , however with Virgin it is one provider right through - so no inter-company blaming as we suffered with bt retail vs bt infrastructure (openreach ).

Perhaps my point wasn't clear, but I was stating that they are split, so is very much the point you are making

 

[gaz1]

what you need to do is get intouch with a supervisor at bt or ask for there manager

no offense to the person taking the call but your sick of dealing with this and getting no where

register everything thats happened within this year

include the info that was provided to you that they stretched the wire to your property then did a bodge repair to the wire by slicing it and splicing it

becareful though

if your speaking to a manager or supervisor its what do you intend to do if you are going elsewhere or intend to stay might be only service provider in area

now comes the crunch with supervisor or manager state to them they have put you out of a contract with them for failure to provide an in adequate service

my intention is to contact ofcom about this situation as im not happy with been blamed for your failures and to threaten with constant fines when clearly its your line thats at fault and has been from day one

ive edited and changed your info use this as a clear reference to bt supervisor or manager its the only way you will get anywhere as i had to do it his way to get anywhere with them and mine was down to a line fault

our phone line has been on and off for the past year, broadband goes down when it rains , has been un useable since the local flooding 2 wks ago wife reported it

engineer told us back in feb that when they installed the fibre broadband cable they stretched it ,apparently its like tin foil, hence when it rains or gets hot it looses contact, local engineer suggested to HQ to replace the affected part,

just run a patch up job, but it wont hold, doesnt matter do it . they have since been back 4 times to same fault . after this flooding on sat past it went but never came back.

arranged for monday at 1600 ,perfect madame i will send engineer. heard nowt until 1400 , wife calls , bt engineer called her mobile at 1300 , bt here wil be with you in 10 mns, but no ones at home until 1600 as arranged, in a rather gruff and annoying voice ,doesnt work like that doll.

5 mns later txt from BT , we hear your broadband is fixed, txt yes or no, if not please arrange a date and time. as engineer has clearly made a false note on file that its been repaired

this has been the case for most of this year. and clearly you have failed with your contract with me on providing me with a good enough line to my property and failed to repair the fault on more than one occasion

the febuary engineer had clearly noted to hq that the line was at fault and did need replacing which this has never happened and clearly has failed on more than one occasion

 

[gaz1]

oh and to be clear here weve been intermitent and off for 10 days

weve just had a years offer of 20.00 off each month and a new contract with virgin

 

[Wightsparks]

I had a similar nightmare for years with both BT, TalkTalk and Plusnet - complete and utter incompetence from the phone support 20-40min wait to start all over, round and round . Then like @rikrobson I switched to a local but more expensive provider https://www.wightfibre.com/ - unfortunately not on the their island network, but when I called them with the problem - a real person picked up the phone by 3rd ring and then harassed Open Reach until they fixed it - then called me back to make sure it was all working. Heck I can even swing by the offices if I need to..
Best thing I ever did. Hope they don't read this as they might put the price up!

 

[mike os]

Bt talk talk and plus net are all owned by BT now I believe

 

[brewdexta]

Another vote for Zen. My neighbours bought me a prezzie for telling them to move away from BT to Zen. Their blood pressure reduced and access to broadband increased. I rarely deal with Openreach now other to let them in to check stuff after fixing a fault. Zen deal with Openreach, no call centres, no stupid scripts, no ground hog days. Sorted.

I've been with them for years, phone and broadband. Living up in the hills means I get more than my fair amount of line faults, some due to crap infrastructure, some due to cable cuts and me damaging the overhead drop wire with the digger Zen sorted it all with little grief.

I wouldn't touch BT. We use them at work for some data circuits, completely useless. 100% up time guarantee, BS. What they mean to say is they give you credits for when its stuffed so they can provide the cheapest possible support and maximise profits without having to worry about quality.