DS Forums

 
 

No Broadband since 30/11/2015!


Reply
Thread Tools Search this Thread
Old 17-12-2015, 22:20
waltermcculloch
Forum Member
 
Join Date: Oct 2006
Posts: 242

Hi,

I've had no broadband since 30th November 2015 and have had a very trying time dealing with BT. I have even went as far as submitting a complaint to them. After submitting my complaint they have now rearranged a BT engineer to visit on 23rd December between 8am and 1pm - we shall see.

I just wanted to put my situation on here to see if anyone else had experienced a broadband problem like this and whether they had similar problems dealing with BT. Here is a rough timeline and what happened.

I arrived home from work on Monday 30th November 2015 to find an orange light on my BT Home Hub 4. I then discovered there was no broadband connection at all. I checked and no family, friends or neighbours were having any problems with their broadband.

I then phoned BT later on that evening and ran through all the standard tests/checks with the person on the phone. It got to about 9.45pm and I was asked to unscrew the front of the main phone socket. They also advised that if an engineer had to be called out to my property and the fault was found to be in my property that BT would charge me £139.99. So I advised the person on the phone that I wasn’t prepared to take the front off the phone socket at that time of night and especially not keen to do it incase I damaged it and then BT would probably charge me the £139.99 anyway. I ended the call that night as I was getting nowhere.

I spoke to someone at my work the next day and they said that taking the front off the phone socket was simple and it was to get access to the hidden test socket.

When I got home that night I did take the front off the phone socket and plugged the phone and BT Home Hub in to the test socket and I still couldn’t get a broadband signal/connection.

Later that evening I phoned BT back to advise them of this – I can’t remember for certain, but I’ve no doubt we probably went through all the usual standard tests/checks again.

After some time on the phone, I eventually managed to persuade the person to arrange an engineer to visit, they said that the engineer visit on the Thursday between 1pm and 6pm. I wasn’t able to get the day off work, so I gave the person on the phone my mum's phone number so that when the engineer was at my property he/she could phone my mum so that she could be at my property when the engineer was there.

I thought that this was all set up, mum said she didn’t need to go anywhere that day so was happy to wait for the engineer to contact her before he/she visited. However, 7pm came and went and no engineer got in touch or visited the house.

I phoned BT again that night. The man on the other end of the phone started running me through all the tests/checks AGAIN.

After much frustration and no explanation as to why the engineer didn’t turn up, the man on the other end of the phone advised me my line had been seized(?) and that my broadband connection would be restored in a few days. I asked him what my line being seized(?) actually meant. He replied by saying “Your line has been seized(?)” I’m sorry, but just repeating the same sentence to a customer does not make the statement make any more sense. If he didn’t know, he should have said so.

He then told me that I didn't need an engineer to visit the property and that the engineer visit scheduled for Thursday 10th December would be cancelled. I interrupted him and said the engineer was not scheduled for Thursday 10th December – I had phoned on Tuesday 1st December and was advised that the engineer would visit between 1pm and 6pm on Thursday, so I assumed that meant the Thursday that was in 2 days, not the Thursday that was 9 days away…..no mention was made of the appointment having been made for Thursday 10th December.

I was also told that my broadband order would be activated on 8th December. I told him that my broadband should never have been deactivated for it to need to be reactivated and that I hadn't made another broadband order. The broadband had been active since July/August 2013 when I moved in to the property.

I've since had a couple of online chats with support assistants during the last few days.

The person in the first online chat ran me through all the checks/tests AGAIN and then eventually told me that it was a profiling issue and that my line had been ceased...not seized.

I asked her what a profiling issue was, she couldn't tell me lol.

She said something about 15th December and then changed it to my broadband would be reactivated by 11th December.

I got home on 11th December and still no broadband.

So I had another online chat that night - she wanted to run the checks AGAIN. So I got quite annoyed by this and wouldn't let them run the checks because I had been through all the checks about 3 times already and I was not prepared to do them again and that they didn't need done again. I informed them of what the support assistant from the previous online chat had said.

Every time I contact BT I am getting told different things, their customer service is diabolical and doesn’t seem to be joined up in any way – does no one at BT speak to each other! I had also informed at least one of the people I spoke to at BT that BT Openreach had been working at the local telephone exchange over the last few weeks.

My fault was also listed on www.bt.com/fault - however it was marked as resolved, when it never was. I was told by one of the people I spoke to that faults are marked as being resolved after 3 days. I assume this was because I had not got back to them to tell them it still wasn’t working. The reason I hadn’t got back to them was that I saw no point wasting my time constantly phoning BT when I was being told it would be sorted by a certain date. When it still wasn’t sorted by the date I had been told , I then phoned back.

I have just checked the faults website again and the fault has been changed from resolved to ongoing – so I don’t know what is going on now.

It is my belief that someone at BT has made an error and disconnected or cancelled my broadband. This has been going on since 30th November! I am paying for a service I cannot use and if I don't get any satisfaction very soon I will seriously consider cancelling my BT account!.
waltermcculloch is offline   Reply With Quote
Please sign in or register to remove this advertisement.
Old 28-12-2015, 21:35
c00kiemonster72
Forum Member
 
Join Date: Feb 2010
Posts: 2,250
By the sounds of it you are just dealing with the agents in India that provide useless support.

You would find that you will get better support by posting of your issue in the BT community - http://community.bt.com/

There are moderators on there who will pick up your case and help.
c00kiemonster72 is offline   Reply With Quote
 
Reply




 
Forum Jump


All times are GMT. The time now is 10:57.