Help with BT broadband problem.

Mick Fisher · 01-09-2011, 14:06

My daughter has no alternative provider to BT and is so far from her local exchange (Woolley) that she can only get 0.5meg at best. I believe she is on an ipstream product.

For the last 6 weeks her internet has mostly been completely down. When she has been able to get a connection it has been so slow she is unable to run a speedtest or even get to Google. She claims dial up was far quicker. This is both wired and wireless.

Despite constantly calling BT's (Indian?) support center and BT's retentions (India again?) she has got absolutely no help and remains, effectively, without a useable internet connection and to rub salt into the wound, being charged for it.

I wondered if anyone had any strategy or telephone numbers she might try in order to speak to someone who 1.) can understand 2.) will take her problem seriously and 3.) try to do something about it.

It sounds very much like the problems that we, VM subs, have with our Indian "support" center.

thenry · 01-09-2011, 14:13

Heres the email address to the CEO at BT

Code:

ian.livingston@bt.com

You might as well send him an email, he probably wont deal with it but he'll pass it on to a line manager.

Mick Fisher · 01-09-2011, 14:21

Thanks for that. I'll pass it on.

thenry · 07-11-2011, 15:33

has this been sorted Mike?

Mick Fisher · 07-11-2011, 19:31

As far as I know, yes.

As you know BT support said as they could not find a fault then they could offer no help and point blank refused to send an engineer to investigate.

Well, completely unannounced, a BT engineer did appear and fixed a noisy line issue. Said the exchange was being upgraded and that normal crap 0.5meg service would be resumed in while.

Surprisingly it was. Although she now complains that she can only get a connection during the day before 5.00pm. Oversubscription? Seems likely although she says it never happened before.

BT Total Broadband = BT Total Crap. IMHO.

thenry · 07-11-2011, 19:42

ask her to set up thinkbroadbands monitor.

has she contacted any other ISP to test the line, achievable down and up speeds?

Mick Fisher · 08-11-2011, 12:24

Quote:

Originally Posted by thenry

ask her to set up thinkbroadbands monitor.

You must be joking.

She is good on an iPad but pretty green on a PC.

Quote:

Originally Posted by thenry

has she contacted any other ISP to test the line, achievable down and up speeds?

BT is the only ISP available at her Exchange (Wooley). She is miles from the exchange so 0.5meg is probably all she can expect from up to 8meg service.

She might get a little extra throughput from the Max service but she won't pay the extra cash as the benefit is likely to be negligable. I am inclined to agree.

thenry · 08-11-2011, 13:29

that sucks. satellite broadband will burn a hole in her pocket, never used a dongle personally so wouldn't know if thats worth a look then setting up some form of sharing. send another email to the CEO, its hassle but pursue it see what comes off kicking up a fuss.

Mick Fisher · 08-11-2011, 13:47

There is no point as the rest of the village is the same.

Life in a "not spot" is not so good.

thenry · 08-11-2011, 13:55

they need to upgrade it then. get in touch with their project manager.