I moved house recently just up the same street and had arranged to have my BT Broadband and BT Landline number moved to my new property on the day I moved in. I entered the property and no Broadband, the next day I got BT Broadband (hooray)... the next 3 days it worked fine but on the 4th day
the BT Broadband went down do I called them same day in the evening.
Since that evening 1 and a half weeks have passed and I have had a living nightmare on the phone to India where 80% of the staff cannot understand the basic history of the problem and relay it or understand the information (or are blocked from viewing) information that come back from BT Engineers.
I had 2 prearranged phone calls where they were ment to call me at certain times from India and they failed to do so after waiting over an hour later.
now its been 13 hours to India BT Technical services and over 4 hours to BT Customer services in England since 1.5 weeks ago.
The Indian techincal team were telling me different stories every time they called me up "We've done a line test and there is a problem", "we've just done a line test and there is NO problem", "we done a line test and the results are INCONCLUSIVE". With no techincal explanation as to what the tests actually show or mean.
I then contacted BT Yahoo Broadband Complaints ... they finally arranged for me to talk to a BT Engineer on Friday 7pm - 9pm (great isn't it ?). Then at 7:18pm some stroppy Scotsman calls me from BT refusing to answer basic questions like "Are you are BT Engineer ?" and "Do you know what work has been done at the exchange for my Broadband ?" After 3 minutes into the conversation I told him that I was putting him on speaker phone for quality purposes to which he replied "Sir, I do not allow you to tape this conversation" and he abruptly but the phone down. So much for BT customer service quality.
so another e-mail to BT Customer complaints on Saturday morning telling them about Ofcom, otelo (regulatory companies) etc and I finally get a Geordie engineer call me whilst shopping to go back home and be at my home 4pm to 8pm to await a call .... I get his employee number !
Then an Indian guy calls up (he was actually really good) who coordinated the engineers in England and myself (ie plugging in my new BT Home Hub) into the socket at the right time etc and they FINALLY conclude after me buying 3 new ADSL modems, 4x new cables and 4x socket splitters that the problem is probably at the exchange and they will conduct an investigation from the main exchange to the sub exchange and finally get an engineer to my home if no suceess at those two points....
My question to you is how can an organisation me so ineffectual and take so long to figure out that the problem is not at the users computer end but instead at the exchange, sub exchange ot exchange to my ADSL socket ???
Its cost me alot ... and I had to use 2x PCs also to prove it to these guys that there was NO ADSL comming out of my socket anymore.
In my house move I have not had to deal with anything more stressful than this ...... you guys ever had problems with Broadband moves ???
I mean I know they have to deactivate your old Broadband at your old address and then reactivate it at your new one but man how difficult can it be ? why does the procedure always mess up ? (I've been reading other people 's complaints online who have had exactly the same problem ...)...
anyone know if your broadband can go to on address and your landline number can be on a different physical location or is this not possible ??
the BT Broadband went down do I called them same day in the evening.
Since that evening 1 and a half weeks have passed and I have had a living nightmare on the phone to India where 80% of the staff cannot understand the basic history of the problem and relay it or understand the information (or are blocked from viewing) information that come back from BT Engineers.
I had 2 prearranged phone calls where they were ment to call me at certain times from India and they failed to do so after waiting over an hour later.
now its been 13 hours to India BT Technical services and over 4 hours to BT Customer services in England since 1.5 weeks ago.
The Indian techincal team were telling me different stories every time they called me up "We've done a line test and there is a problem", "we've just done a line test and there is NO problem", "we done a line test and the results are INCONCLUSIVE". With no techincal explanation as to what the tests actually show or mean.
I then contacted BT Yahoo Broadband Complaints ... they finally arranged for me to talk to a BT Engineer on Friday 7pm - 9pm (great isn't it ?). Then at 7:18pm some stroppy Scotsman calls me from BT refusing to answer basic questions like "Are you are BT Engineer ?" and "Do you know what work has been done at the exchange for my Broadband ?" After 3 minutes into the conversation I told him that I was putting him on speaker phone for quality purposes to which he replied "Sir, I do not allow you to tape this conversation" and he abruptly but the phone down. So much for BT customer service quality.
so another e-mail to BT Customer complaints on Saturday morning telling them about Ofcom, otelo (regulatory companies) etc and I finally get a Geordie engineer call me whilst shopping to go back home and be at my home 4pm to 8pm to await a call .... I get his employee number !
Then an Indian guy calls up (he was actually really good) who coordinated the engineers in England and myself (ie plugging in my new BT Home Hub) into the socket at the right time etc and they FINALLY conclude after me buying 3 new ADSL modems, 4x new cables and 4x socket splitters that the problem is probably at the exchange and they will conduct an investigation from the main exchange to the sub exchange and finally get an engineer to my home if no suceess at those two points....
My question to you is how can an organisation me so ineffectual and take so long to figure out that the problem is not at the users computer end but instead at the exchange, sub exchange ot exchange to my ADSL socket ???
Its cost me alot ... and I had to use 2x PCs also to prove it to these guys that there was NO ADSL comming out of my socket anymore.
In my house move I have not had to deal with anything more stressful than this ...... you guys ever had problems with Broadband moves ???
I mean I know they have to deactivate your old Broadband at your old address and then reactivate it at your new one but man how difficult can it be ? why does the procedure always mess up ? (I've been reading other people 's complaints online who have had exactly the same problem ...)...
anyone know if your broadband can go to on address and your landline number can be on a different physical location or is this not possible ??
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