Submited by Terry, October 2016
Since the 20th of last month I have spent over 30 hours with BTdiscussing the fact that the service I have contracted for is not being delivered!
1 Since the 20th of last month my broadband speed has been fluctuating between 0.12 and 8Meg so it has been impossible to have a facetime, skype or other call, it is taking from 30 seconds to 2 minutes to open a webpage if the service does not crash.
2 I have spent over 30 hours running the same tests over and over again with no understanding that the issues is not with my infrastructure but BT’s.
3 BT have sent me 2 routers to change which did not solve the issue as I am getting the sych speed to the router but not the throughput speed.
4 BT have sent an engineer out that has confirmed my infrastructure has no issues and the synch speed on the line is running correctly BUT the throughput speed is fluctuating at very low levels.
5 I have been told another engineer will now look at the exchange but still have not been informed when this will happen.
6 This afternoon I called BT complaints department and after 27 minutes got through and asked for this to be escalated which they informed me they cannot do and the issue has to go back to technical !!!!!!
7 After a further 20 minutes with technical reviewing the same items – I have insisted on an escalation and am being advised that I will be called tomorrow PM
If I was invoicing BT for my time in relation to resolving this issue it would get me 10 years free broadband and as yet NO ONE has taken responsibility for the issue or getting it resolved. I have been with BT for many years and would consider myself a loyal customer but my patience is being definitely tested by the lack of customer service that BT displays.