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Barely credible Bad BT Service.

By: clare wharvell

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Incredible Bad BT Service.

For a little years now I have used Pipex as my ISP. Not much of a trouble with them, but I only managed 1 Meg in speed. On times in the home we would have 3 lap tops wirelessly linked and I thought it time to upgrade.

I also have Sky + and thought that it may be a good time to review the whole telecoms package.

After a little thought I decided on BT for broadband at option 3. A mobile dongle, Bt Vision and even opted for a BT credit card to receive the additional £40 off the bill. (BT also provide an supplementary £40 for folks changing from Tiscali ((Pipex was part of them)). Larger than all I thought I would be making a huge saving on my total telecoms bill.
I contacted Pipex and got my Mac code (They offered a faster speed £20 off my next sum and a 3 month holiday at payments, but I still got the MAC)

The order was placed with BT and I received a steady trail of e-mails informing me of order progress. Finally I was clued-up that activation day would be 2 nd July and I would probably only lose about an hours broadband connection. Shortly afterwards I received my Mobile broadband dongle and details.

The 2nd of July arrived and the Modem turned up by Parcelforce. At around 10.a.m the Broadband went off. I received two e-mails from BT telling me that Broadband had been activated. I waited all day, but alas, no reconnection to broadband. The booklet with the modem advised waiting till after midnight, so I rang next morning.

Initial cellular phone to the telephone centre. I was advised to switch off the modem and await two hours. Then switch back on. Nothing happened. No broadband.

Second telephone to the call centre. I was asked to remove all filters and sky connection and plug directly into the master socket. I was told that a line check had been made and there was no fault. Nothing happened. I was told to press reset to default on the modem and ring back the next day. No broadband.

Third phone to the call centre. I was asked to remove all filters etc..etc... I was then told that the line had been checked and there was no problem and the fault must be in my wiring so I should replace it. I told the BT operative that my extensions were ok up until the alter over from Pipex to BT and that it was an exchange fault. Adamantly she told me that there was no fault at BT's end and I should make sure the wiring.
I replaced the wiring from the master socket (even though the modem did not work in the master socket!) Nothing happened. No broadband.
Fourth telephone to the cellular phone centre. I went through the entire explanation again. Again I was asked to replace filters etc..etc.. Then I was told quite amazingly that the Mac code had not been used. The BT operative (a male this time) asked if I had given the MAC code to BT? I said that the order might not have been placed and accepted by BT without the MAC code. He agreed and then said it was BT's fault they had delayed contacting Pipex and the code had expired, therefore the exchange had not switched over to BT broadband.

He asked me to contact Pipex and ask a new MAC code. Then to call BT options and I would be connected.

I called Pipex. They must have had a good laugh. You might feel in the air smiles and "I told you so. It's your fault for going to BT ". Any way. A very much articulate young lady said that the MAC code was valid for 30 days and had not expired. She also said that in fact the mac code had been used and I was no longer a customer of theirs.( But if I would like to come back to Pipex they could grant £50 plus 6 months holiday at payments and without charge evening and weekend calls for 6 months. I explained that I had gone for the whole package with the dongle, option 3 and Vision).

Fifth call to telephone centre. I went through the entire explanation again. Again I was asked to plug into master BT socket etc..etc... I said NOOOOOOOOOOOOO. I require an Engineer!!! I explained I was not new to broadband. I've had broadband for years. It was working fine until Bt started mesing with it. I know how to plug a modem in. I know . I know. And most of all I know that there is a fault on the line!
The BT operative said she would check. Yes there is a fault on the line. Next a man came on and hearing the tone in my voice stopped half way through asking if I had plugged this in etc... An engineer would be on my house next morning between Eight a.m and one p.m. At last. It was july 14th. Its been12 days since broadband was supposed to be activated.

This morning on 8 a.m. a cheerful BT engineer turned up on the door ( after phoning to observe if we were ready to see him). He got to work straight away and within 3 minutes said. "There is no broadband connection to this house". It had taken 13 days and countless hours at the telephone to have the obvious confirmed. He checked the wiring through the house. All ok. He went out and checked the Boxes on the corner of the road and then onto the exchange. He rang me within 30 minutes and up to date me that it was a fault at the exchange. "It will receive another two days to rectify" he said.

I decided that I should formally complain to BT. I used their complaints procedure e-mail on my accounts page (using the mobile dongle. At least that works if a little what slowly. Its hardly broadband speed.)
Much of the verbatim from over was in the complaint e-mail, plus a encourage as to why I was sent two e-mails saying that Broadband had been activated on 2 nd July when the engineer had confirmed that it was not connected.

Why at each occasion that I had called the BT call centre.

Why had I been given a different reason and at times down correct contradictory information?

Why had they said that they had tested the line when it was not operable on the area exchange and why oh why had they made up the story nearly the MAC code?

I ticked the box for a reply by e-mail and waited. No e-mail, but a cellular phone cellular phone from the cellular phone center. I woman who gave no name told me. They were so sorry for the delay in activating the broadband, but it's a technical matter. No answer to any of my queries when pressed and rudely told that I was being transferred to a Technical department. This department transferred me to another technical dept. He could only tell me what the area engineer told me.

The area engineer rang my early this afternoon to say that someone will be working on the problem tomorrow. On least he was a few use. The others well......... I regret.

Postscript. A second engineer turned up next day. After a few hours at the exchange I received a call to say they broadband was now working.
I'm getting a speed of less than 1. So much for paying for option 3 + Vision and expecting 3.5 to 8mb speeds.

I did a speedtest on the BT site. ).934Mb. The line says its only set to put in 1MB.

All round pretty dismal start to using BT. I imagine now I will make an e-mail telling me I cant have BTVision as the line speed is not good enough. No wonder they are losing business. verify out this link for a enhanced service www.btphoneline.co.uk htpp://www.btphoneline.co.uk

Article Source: http://depositarticles.com/

www.btphoneline.co.uk www.btphoneline.co.uk

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