Broadband complaint

Submitted by Mabel in October 2016

I really want to put on paper /email my dissatisfaction with the service I am receiving from BT.

Our phone has generally a lot of breakdowns and usually within a week they are sorted. However during the past month I have become very annoyed at how my reported faulty broadband was dealt with.

For the past 2 months my broadband has become increasingly slow. I had been away with family and only got around to making a formal complaint on 3rd October. I was told there was a fault on the line and it would be repaired by 5th oct and that an engineer would be in touch. When making this complaint I also stated that I was not happy with the contract I was on as I was paying way too much for the service I was receiving. I had been enquiring about other providers. I was told that I was on the wrong tariff for the amount of time I was using my broadband!! So I mistakenly ( as I now realise) took out a new contract for less money – £38 per month rather than over £60.

As October progressed I realised that the service I was receiving was no better in fact it was worse. Often there was no connection at all even when the blue light of the hub was on. The service was so intermittent and unreliable it was dreadful.

I had to have my iphone repaired and needed to download and upload stuff from icloud. This process took DAYS!!!!!! I also had family staying and they were disgusted with the service BT offered compared to the providers they had in their homes.

Eventually I contacted BT again to report the fault which should have been repaired weeks ago. I was told there still was a fault and that an engineer would call at my premises on 21st Oct afternoon. Charlie (an excellent engineer) did call after he had repaired a fault at the end of my lane. He came in to my home and carried out tests on the line etc. He then told me I no longer had infinity broadband but was back to the basic speed again.

I was so annoyed the person I spoke to at the beginning of the month had NOT reported my fault to any engineer, and had changed my internet form Superfast to ADSL without telling me they was doing so. What is going on?

I am not happy with the speed at present and want superfast to be reinstalled.

I request a huge rebate on my line rental as I was not using a line for many days due to faulty phone and internet.

I will be expecting a speedy reply to my letter and complaint

Then when I try to e mail BT it is impossible to find an email address

Mabel Morrison

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