On 14th July I reported serious BB issues ... speed had dropped form 3.8Mbps to less than 1Mbps ... and kept dropping, often out for up to an Hr at a time. Spent ages on phone to India ... eventually they agreed to send out BT OpenReach engineer. First bod arrived ... tested and advise the uunderground cable in pavement back to service manhole was erroring ... will request replacement. Within 3 days service now down more than it is up, and speed down to
150kbps. Escalated again ... all I cold get was 'you have to wanut 10 days for stabilization' ........ I escalated to BT complaints and got same response ... even when I explained that tuning of line will not fix the drop outs. After 10 days they sent another BT OpenReach engineer, who swapped a few pairs but again advise underground cable needs changing ... he could do no more - talk to my ISP (BT) It then went down fully .... escalted again, and told cable being changed on the Weds ... waited ... nobody turned up, Help desk then advise that BT OpenReach had not approved the budget spend to fix the fault. Presume they don't want to put copper in the ground as they are now rolling out Infinity. Another 2 engineers that week .... same issue they state cable needs replacing ... andf they have been told this has not been approved by area head of Planning. After escalations myself and by some Senior BT people I work with, case was then transferred to Priority Care team ...... who assured me it would be fixed. Now 31 days since reporting the fault ......... I have a service that is more down than up, and even when up has a woefully poor thtoughhout. The IPprofile downspeeds due to erroring, and it just keeps losing synch .... for Hrs at a time now. BT say escalate to BT OpenReach, as they own the copper ......... BT OpenReach will not accept any complaints insisting I have to go through my ISP. BT Technical Help deak say they can't do anymore as OpenReach will not replace the cable.They now offer as a solution ..... I'll repeat this, as it may be absurd to read ... as a solution, that I can cancel my 18 month contract with them. I explained I have an 18 month supply contract, I customer, I pay, they supplier they provide ... and iff they don't, then they are in material breach of contract ... if I cancel contracat I would lose all my legal rights.
I still have to go through the inane script when I call into help desk ... am assured each time that the person will take personal ownership and 'most surely be resolving this for you sir' .......... 'Priority care Team seem to have simply vanished .. and no way to contact them.
I pay for an up to 8Mbps services full uncapped - and what I get is pathetic. This is customer service of the worst kind ..............
It's getting close to an Exec Escalation into BT.