Please find a copy of the email sent to the BT complaints Department after experiencing intermittently loss of my broadband. Both my husband and I work. I have advised on all calls that I am not at home until after 3pm and have been called at 12 noon and messages left on my answer machine advising me that they called. I am sick to death of the disgusting service I am receiving especially when my broadband fees are taken in advance of me using it.
I have this evening waited in a queue for 23 minutes because the line was busy, to go through the same questions again. I went to wireless hub when it first came out and I still have the old hub and I am no expert but I now feel that I need an engineer out to my home and I want to get this sorted out as soon as possible. It is disgraceful that I have to email your complaints Department yet again within days of it supposedly been fixed. I am also told that there is nothing wrong with the hub and that the line is being checked but when am I going to get this problem resolved to my satisfaction.
I am now advising you that unless I have someone out to my home and assure me that this problem is solved I will be contacting the Ombudsman as I have a record of dates times and length of calls names I have spoken with as I find it very unprofessional of your complaints department that I have heard nothing in reply to my email. I see that BT advertise a brand new hub with a cheaper rate of broadband to new customers why am I sitting suffering this deplorable service.
I always believed in BT but I am afraid I think I must be wrong, I have now been advised from one of your call centre agents in IT tech support that he can see from previous records the problems I have had and has now escalated it to have an engineer call me tomorrow between 9-10 am as I am day off so I will contact you again if I sit in waiting after that time.
Once again a very disgusted broadband user
PS – I was asked could I connect my broadband to my phoneline downstairs I advised I am in my 60’s and it was impossible to carry a server unit hub screen etc downstairs and plug it all in also that the line for my broadband was brought in through the roof. What is BT coming to it is a joke.
I am writing to your complaints department but unlike the last time I won’t look for a reply.