Here’s a BT complaint sent in today from a customer who strongly feels that trading standards and other bodies should run a national public enquiry into BT’s service.
Please leave your comments below after you’ve read the below post if you’d like to add to this with your experience with BT. Once we have sufficient comments we will send this on to the necessary bodies to investigate.
Here’s what this customer has to say:
“BT has a built-in culture of being responsible for nothing, promising nothing and charging for everything. They employ hundreds of lawyers to expedite this. In common with thousands of others up and down the country I have a poor internet connection.
Complain to ISP
You are told that there will be a charge if the fault is your side of the line box, or even if nothing is found to be wrong at all. BT do their very best to raise a charge if they possibly can. Charge is frequently dropped on appeal. I have been told on numerous occasions as have some of my neighbours that I can expect no more than 500k ”as I am a long way from the exchange” This is a blatant untruth as some of my neighbours fed from the same pole enjoy speeds between 2M and 3M.
I now have a very good ISP and have had more than ten engineer visits without charge. I have been told that Openreach will refuse any more calls as the fault is in the exchange (not true)
The fault has passed to BT’s high level escalation unit . I have surveyed all my neighbours fed from the same pole and identified the good and bad lines. BT have admitted that there are nine other lines as bad as is mine. They have requested replacement of a length of underground Aluminium cable (which was stupidly used in the 60s & early 70s) Openreach (who they pretend is a separate company) have flatly refused to replace this cable because its performance is “up to specification”
Here lies the problem. The only specification ever laid down for copper telephone lines was for voice calls. There is no spec. For ADSL. BT discovered they could use voice lines for ADSL and in most cases it is satisfactory but they have no hesitation in charging EVERYONE for UP TO 8Mb knowing full well they cannot deliver much of the time and caring even less. The terms and conditions imposed on ISPs likewise promise nothing, guarantee nothing, just take it or leave it. In case of trouble pass to Openreach who pass back to BT. Along the way if possible charge the customer and possibly the ISP too. Above all else spend nothing, certainly no refunds for a service not provided and with luck, if all else fails they’ll go away.
There is only one way to get a response from BT and that is publicity. I can go on my local Radio Station and probably get my problem sorted but what needs sorting is BT’s culture of small print, tell the customer nothing until they’ve signed, and terms and conditions which in no way constitute fair trading.
BT are not fit to manage a network which is a vital national resource. I would have thought Trading Standards could act if they were so inclined. Certainly the way the company operates needs to be aired nationally. What is required is a Public Enquiry into BTs operating practices”.