Yet another complaint here about slow broadband speeds from BT and even slower response from BT to resolve it.
To btcomplaint.com please help me!
I’m very annoyed with the way I have been treated by BT. I reported a slow speed with my internet. I have had so far 1 engineer that did not turn up and 6 engineers that came out and the problem is still not fixed, one of the engineers was the manager from openreach I have his number if you want it and the other engineers that came out the manager has these engineers names.
1st engineer here for 5 hours said there was a earthling fault with the external wiring, he run out of time to completely fix the issue but arranged for another engineer to call couple of days later to fix the earthling problem.
2nd engineer was here for 10 to 20 mines and said it was my internal wiring I tried to explain to him the first engineer tested my internal wiring and found no fault, it was an earthling problem externally. The 2nd engineer would not listen and left.
3rd engineer did not turn up
4th engineer came out tested my system then changed the internal wiring found out still had no fault with internal wiring which I tried to explain to the 2nd engineer, this engineer said it may be my router. I ordered a replacement but it did not get sent out phoned again and I finally received it and all seemed to be ok.
Manager and 5th engineer, In the meantime I made a complaint about the second engineer and was told I would get an answer back within 3 days it took over a week when an openreach manager came out with one of his engineers case number is 4016891, he was very nice and tried to sort the problem. I said the 4rd engineer said it may be the router, I did not have the new router at this time to try, it arrived a day later, this router seemed ok for a week approx.
6th engineer came out tested the lines and found out, what a surprise an earthling problem. He said I needed a BT exchange operator engineer to go to the exchange and change the concentrator equipment.
Re booked for exchange engineer to come out but had the engineer that came out previously 7th engineer, he again put on his report BT exchange engineer needed not openreach engineer.
This BT engineer is supposed to come out today 18th August but still have not heard anything from him.
I would like to know if this has finally been changed as last night I had no broadband what’s so ever as my speed according to the girl on the phone was to slow.
All the engineers say I am getting a download speed of 5200, 5.2 meg with all their equipment.
While all of this was going on I spoke to loads of departments and not getting anywhere, they kept diverting me to other departments but I always ended up back at technical faults in the end these could not help me any further so put me in contact with the engineers department which gave me a pin number, again not all these people were helpful, on the 17th August I was told that a specialist team was looking into this now and again I would get a phone call within 12 hrs it now been 24 hrs and still have not heard a thing!!!!.
I have been on the phone up to 4 to 5 hrs being transferred from one team to another and when I get told this is the correct person to talk to they cut me off!!!.
If you look at all my phone calls that I have done its ridiculers. I have spoken to so many supervisors not even they can sort this out, why have supervisors that cannot help I requested a manager on loads of phone calls and a far as I could get was a supervisor.
My wife is disabled and I have to rearrange care for when I’m here, this had to be arranged at least 8 times as I had to be here to see the engineer as my wife also has memory problems
I would like to know has this special engineer changed the concentrator equipment at the exchange?
What happened to my updates?
I would also like some compensation for all the hassle that I have had and still having trying to sort this out, phone calls hrs, changing dates for care for my wife, which I had to rearrange as this has been going on so I could be here when the engineer was to turn up and the length of time this is taking to sort out, this has been going on since the beginning of July.
Lack of broadband speed up and down always varied and finally no broadband as speed was too low.
If I could get fibre I would have changed to this weeks ago, could you please tell me when I can get this as Hemel is live!!!
Once all this has been sorted can you please get in contact with me before go to Ortelo/ofcom I have run out of patients and cannot wait another couple of more weeks so please get in contact to let me know what’s happening ASAP!!!!.