This is a complaint about BT Broadband, complaints all too common with this service.
Dear BT complaint
We have been with BT Internet for our broadband. Our connection has never been that great and ranges from slow to extra slow. At times we have been without a landline or a broadband for several weeks.
This Saturday, our service just about ground to a halt. We called their helpline and there was a recorded message saying that there is a major fault to the broadband service in our area. So, we were prepared to wait. Finally the message changed to the fault having been fixed but essential maintenance being carried out. We tried and tried to log on but no luck.
Finally, I called the helpline service again and asked to speak to a person. They suggested that I unplug everything and try logging in again. No luck. So they then suggested that I try plugging my laptop directly into the router which they assured me “would work”. It didn’t. Then they went through some diagnostic tests and said that they couldn’t complete these as we weren’t using a BT router. Our router has worked fine for several years, but in desperation I asked if they could send me a BT router-I would be happy to pay. However, it seems impossible to get your hands on one of these things unless I took out another broadband contract and then they might be able to send me one in a couple of weeks.
I then checked around my neighbours. They had a connection, although it was slower (not as slow as ours though). My neighbour came across with his laptop, his router and all his equipment which worked in his house. In my house it did not work. We called BT again and explained that the problem was not our equipment as another set of equipment which worked elsewhere did not work in our house. Again it was blamed on the router, even though it was a different one this time.
Finally they put me through to another service, for which I would have to pay. They said that they could maybe send someone out in a couple of weeks but it would cost £90 an hour. I needed to get the broadband service up and running sooner than that as my son is taking exams shortly. I am in despair. What can I do?