Dear BTcomplaint.com, I pay £25 per month plus VAT for BT Business Broadband. For over 12 months now I have been experiencing severe difficulties – the line often disconnects or is unavailable and when it is available the speed is unbearably slow. This is seriously impacting my business and my health!
Myself and my husband have attempted to resolve this matter with BT on several occasions; they log the call and say they will call back – the often don’t. When they have done something they tested the line and sent us a new router – it didn’t fix the problem. They have had me on the phone for hours unscrewing the socket they installed and having me run diagnostics – this has to be repeated every time! Eventually they acknowledged there is a disruption on the line and told me they have sent an engineer to the exchange a few times now which should have fixed it – it hasn’t.
It is like they don’t believe I have a problem or that it’s not their responsibility! They even tried to tell me that because I didn’t take my phone line rental from them that I should try calling my line provider (which is ultimately BT anyway!) but I don’t have any problems with the phone – it’s the broadband. Finally exhausted with holding, getting treated like a monkey with a spanner over the phone, wasting hours and hours of my valuable time I asked for an engineer to come out and to sort it once and for all – There was a massive reluctance to this and they told me that if the fault was with the socket (which BT installed) then I would be charged!
Even though I accepted that (unfair as it is I just need broadband) an engineer has still to arrive! Hundreds of pounds later, days of work lost, days of time wasted trying to resolve the matter and stress levels through the roof – the problems remains. Can BT treat us like this?! Ideally I want my money back, compensation for time lost and stress caused, the problem fixed and then to move to another provider and never have to deal with BT again – I would for now settle for a half decent broadband service!