Today I spoke to one of your broadband engineers to ask why my new wireless/broadband connection speed wasn’t letting me play videos such as iPlayer. I was told that my connection speed was fine, and that I had to let the videos buffer and load before playing them.
The engineer told me she had NEVER heard of being able to play a video without first letting it load and buffer. Has she therefore never heard of live streaming!? On my previous BT Broadband line I was capable of playing multiple iPlayer videos at the same time without any loading or waiting time, and I’m told I actually have a faster speed on this new line!
Currently I have to wait more than ten minutes to load an iPlayer or similar type of video before playing it. I haven’t yet been able to check if even this waiting time loads the whole video for uninterrupted play as I don’t see the point of wanting to watch a video ON DEMAND and having to wait. For some reason my connection speeds are just not good enough and after 50 minutes on the phone at my own cost (I had to call from my mobile) there was no resolution to the problem. Speeds seem to actually be worse now.
Furthermore, this was the second 50 minute phone call I have had to make to your teams in recent weeks to resolve broadband issues. Both were at my own cost. While usually I find your customer service good, the engineer I spoke to today was condescending and abrupt. To add to this, we have discovered this evening that the On Demand service on our BT Vision also seems not to work.
I have been a customer with BT for over a year now, and after recently moving house and trying to set up a new system I have found the experience far too trying. If the various issues are not resolved soon, I will have to consider terminating my contract. As you can understand, I have already been on Twitter and the Blogosphere spreading the news of my bad experience and will continue to do so until the situation changes.
Many thanks and kind regards,