topic Bt salesman selling false packages, just to get COMMISION.... poor service in Archive

Why is BT Business Broadband so poor!

stuartgoble — Mon, 29 Nov 2010 14:28:44 GMT

[title changed slightly by moderators]

I recently swapped to BT Business Broadband from the BT Total Broadband residential service. And so far my level of customer satisfaction is in the basement! Some of the early niggles we've grown used to, like the POP3 servers timing out all the time. But today (and even worse tonight) the throughput has been appalling!

My router says it's holding the 7.6Mbps line speed it always has, but using Speedtest.net we're getting an abysmal 96kbps download (yes that's Kilobits per second)

I was sold Business Broadband on the basis of improved performance for the number of devices we have in the house given we are two home workers plus techie kids. Right now we're using 3G dongles as they're more reliable than BT.

Come on BT - SORT IT OUT!!!

Re: Why is BT Business Broadband so poor!

Alun — Mon, 29 Nov 2010 14:29:18 GMT

Hi stuartgoble,

Have you contacted the Technical Helpdesk to have your speed issue investigated? If not, I would suggest speaking to them to allow them to look at this. Hope this helps.

Bt salesman selling false packages, just to get COMMISION.... poor service

merith — Wed, 24 Nov 2010 10:28:21 GMT

I changed 2 of my businesses to bt phone lines. I have been sold a different package from what i get billed. The bill is 3 times a much as what i was told i should be billed !

As for the BT broadband... it really is pants. Luckily...in a care home you dont live on the internet. However, I was going to change my Virgin media broadband to BT for the 'guest house' ( which does live on the internet).... I think I'll definately WONT be changing that in any hurry. Am going to try to get out of this conning package, BT have sold me for the phone lines and tied me down for 24 months. ITs complete nonsense! Very disappointed. Your sales team need urgent monitoring as they are selling unrealistic packages just to bump up there commission and we have to pay the price

Re: Bt salesman selling false packages, just to get COMMISION.... poor service

mattseo — Wed, 24 Nov 2010 15:22:26 GMT

I was on normal BT Personal Broadband as I work from home, but I had speed issues and a sales guy said if I change to bt business broadband it would be faster.. TOTAL RUBBISH I’m connecting between 1.5mb to 2.3 and this is killing my work as I use Voip on Vonage for my usa calls.

Re: Why is BT Business Broadband so poor!

stuartgoble — Mon, 29 Nov 2010 14:30:07 GMT

Hi Alun,

Thanks for your note, yes I did try to get through to the Technical Help Desk, waited in the queue, waited, waited some more then got through to someone who didn't seem to speak very good English (or maybe it was my phone line) as I had troubled understanding him. I explained the problem and was told line faults are an Openreach issue.

So I'll try and ring in again tomorrow if I get a chance. But frankly, BT Retail is my CP not Openreach and if we want to get all Ofcom, my service commitment comes from BT Retail.

So we'll see how tomorrow goes, I'm willing to accept you may have some dullards on the payroll, but the law of averages would suggest I'll get someone with a brain next time.

By the way, throughput is loads better today, but slowly getting worse as the evening goes on. So I'm starting to wonder if I'm still contending with Residential users, rather than business users.

Re: Why is BT Business Broadband so poor!

stuartgoble — Tue, 30 Nov 2010 10:00:37 GMT

As a follow up to any BT Moderators watching, I finally got a fault raised to look at my Broadband (VOL011-42402637805) And WOW! what a surprise, No Fault Found... Throughput during the working day is OK at around 6Mbps but the evenings still drop off badly to less than 1Mbps.

No calls from BT no emails explaining what they looked at, you just cleared the fault.

So, in an attempt to clear things up, (a) can you confirm this is a Business Broadband account. (b) Can you confirm the contention ratio on my service. (c) Can someone please give me an indication as to why it slows down (on a business service) so badly at night?

Still looking to clear this up before I raise faults on the BT POP server always timing out and why my static IP addresses don't work. So one step at a time.

PS> When I say CRAP in the title I mean it so please don't moderate...

Re: Why is BT Business Broadband so poor!

frank — Sat, 11 Dec 2010 18:01:05 GMT

I am totally fed up with BT! I have spent hours and hours trying to speak to somebody about the poor broadband connection that is needed for BT vision. When I do get to speak to somebody (usually in India) I am expected to unplug wires, move the hub etc etc. After doing this last time which took 75 minutes I was then told there was a problem with the service in our area! They are crap, crap crap. Problem is I hear that all the other providers are not much better. Why have we got people out of work while BT force us to talk to people on the other side of the world? Does anybody know a simple phone number where I can get hold of an British person who works with BT and give me the service I am paying for? Just got off the phone from a polite Indian sounding lady who was trying to get me to unscrew my BT plate on a Saturday evening for **bleep**s sake! I told her no; I wasn't going to spend my Saturday evening servicing their equipment. How long before the washing machine repair man asks me to dismantle the machine to see what's wrong before he will come out!!! I amy be getting older (50) but BT service is scandalous.

Re: Why is BT Business Broadband so poor!

Tracey — Tue, 14 Dec 2010 13:33:26 GMT

Hi Frank,

I am sorry to read about the problems that you are having with your BT Home broadband.

Unfortunately, however as we are business we are not able to view your account what so ever.

I would perhaps suggest posting on one of the boards of the BT Home Forum where one of the forum users or perhaps a moderator would be able to assist you further with your issue

Hope this is of help.

Tracey

BT Business Forum Moderator

Re: Why is BT Business Broadband so poor!

AndyWright — Fri, 04 Nov 2011 21:33:14 GMT

Are you kidding me. I have had three days of utter **bleep** trying to work with BT Technical and BT Billing.

I have been put through to Mubai, the Phillipines, Northern Scotland and now Lincoln. None of your so-called experts could help. I have asked to speak to ANYONE who could help me Customer Service. Only to be told you could give me a postal address to write to. Some telecommunications company eh?

Have you heard of Customer Service BT? It's not just what you offer when you are conning someone to into buying your second-rate services, it's what people should expect when they have a problem. Alun, your advise doesn't help. It just rubs salt into a very sore wound.

When my contract is up you and your your appalling company are history.

By the way, I own two quite large companies and spend in excess of £50,000 per year with BT. Not for much longer though.

Re: Why is BT Business Broadband so poor!

AndyWright — Fri, 04 Nov 2011 21:36:30 GMT

Tracey

Your answer is typical of your arrogant monopoly of a company.

You and your company's service is shocking.

If you didn't have the monopoly on people's lines, you'd be out of business in a month.

Try and get a job with a decent company.

Re: Why is BT Business Broadband so poor!

BTHater — Thu, 08 Dec 2011 15:22:19 GMT

We agree the service provided by BT to us was absolutely terrible with no connection for up to 3 days for over 17 months we have been in dispute. The customer service I feel is absolutely appalling with foreign call centres putting us on hold for 17 minutes in one conversation no communication what so ever and when a manager stepped in to take over our complaint he told us we were liars and we only reported the fault 5 times! when management are incompetent you can't expect much from the staff, we are now with TALK TALK uk based call centres and no holding! we never got a response over our issues and our legal letters were ignored! in my opinion steer well clear!

Re: Why is BT Business Broadband so poor!

BTHater — Thu, 08 Dec 2011 15:26:40 GMT

hear hear!

Re: Why is BT Business Broadband so poor!

BTHater — Thu, 08 Dec 2011 15:35:02 GMT

this is exactly what happened with us as a company they told us that no fault was found despite us later discovering we had a faulty router from day one and it took BT 12months to the date to send us a new one! the manager there told us that we only logged the fault 5 times and we were exagerating!! rather than in my opinion, "I am sorry we are a complete bunch of idiots" although I have a diary log of over 20 people we logged the fault with he still tried to defend BT. We can honestly say we have never dealt with such a terrible company!

Re: Why is BT Business Broadband so poor!

BTHater — Tue, 13 Dec 2011 16:28:10 GMT

AndyWright Member we are with you 100% feel exactly the same we have been treated terribly and for days without broadband connection at all over a year period caused us massive damage as a new company. BT customer service is absolutely shocking and the managers are useless.

Re: Why is BT Business Broadband so poor!

Wilhelmina — Thu, 19 Jan 2012 17:03:39 GMT

Hi, Just been reading your msg.

You had me in stitches, but on a serious note, you are so right.

The Broadband of BT is CRAP....... sorry for my language.

I really wish they pulled their socks up.

@frank wrote:
I am totally fed up with BT! I have spent hours and hours trying to speak to somebody about the poor broadband connection that is needed for BT vision. When I do get to speak to somebody (usually in India) I am expected to unplug wires, move the hub etc etc. After doing this last time which took 75 minutes I was then told there was a problem with the service in our area! They are crap, crap crap. Problem is I hear that all the other providers are not much better. Why have we got people out of work while BT force us to talk to people on the other side of the world? Does anybody know a simple phone number where I can get hold of an British person who works with BT and give me the service I am paying for? Just got off the phone from a polite Indian sounding lady who was trying to get me to unscrew my BT plate on a Saturday evening for **bleep**s sake! I told her no; I wasn't going to spend my Saturday evening servicing their equipment. How long before the washing machine repair man asks me to dismantle the machine to see what's wrong before he will come out!!! I amy be getting older (50) but BT service is scandalous.

Re: Why is BT Business Broadband so poor!

dazzlar3 — Fri, 20 Jan 2012 11:08:13 GMT

I have struggled with business broadband for so long, I even fell for the rubbish the sales guy gave me and signed up for a further 24months because he told me my speed would indeed improve towards the end of 2011. The speed did improve but not much it still goes on a go slow at peak times !! I live in a residential area but have business broadband and I feel like I'm being treated like a residential customer but paying 3x as much for the service !! Right now I have no internet yet again due to a business fault only in my area ! I'm using my neighbours bt residential internet which is faster than mine..... incredible and we live next door to each other so all that rubbish about "It's how far from the exchange you are..." is a load of tosh.

How Ofcom have not stepped in and fined BT for miss-selling internet to people is incredible, the service is below standard and if I was to leave I would still have to pay the rest of my contract period for this rubbish and if I wait until the end of my contract to leave I have to pay for leaving !!. Trying to speak to someone in technical is like platting fog seeing has most of them cannot even speak clear english ! I have never regretted anything I have done in my life except changing my broadband service to bt !!!

I am looking legally into this saga as surely there must be some kind of justice for all the forum members who feel let down, after all surely everyone of us who complain are not doing it just for fun and they are not isolated incidents.

I feel so let down and conned 😞

Re: Why is BT Business Broadband so poor!

MHC — Fri, 20 Jan 2012 11:31:43 GMT

@dazzlar3 wrote:
internet which is faster than mine..... incredible and we live next door to each other so all that rubbish about "It's how far from the exchange you are..." is a load of tosh.

Trying to speak to someone in technical is like platting fog seeing has most of them cannot even speak clear english !

On those two points.

Do you know that your line follows exactly the same path as your neighbours? You may be adjacent but there can be significant differences in both line length and noise pick - both impact speeds.

Have you proved that your internal wiring is not an issue? I have come across many where the customer wiring is the main cause of the problem.

Business Technical support are great - they all speak English are there 24 hours of the day and have a very good understanding of the product. Yes, there might be a Scottish accent, but that is never an issue and there are quite a few English working there too.

Re: Why is BT Business Broadband so poor!

paragon123 — Sat, 21 Jan 2012 23:31:08 GMT

Slow or intermmittent connection depends on a wide range of factors. Customer cooperation also helps since they will be asking you questions regarding in resolving the issue.

I also like to point out that business customers are given priority so they should be helping you out on this.

Re: Why is BT Business Broadband so poor!

Bourntech — Fri, 08 Apr 2016 17:18:45 GMT

A client of mine has had business broadband for a number of years. There was a problem with remote access and I advised him to go for a static IP address...At this point it went considerably pair shaped! We requested a static address 3 or 4 times (I forget) and each time we were told yes no problem it would be implemented in a few days. Cut to several months later and we still don't have a static address. They have been incompetent from the start and we seem to be getting no further forward. Has anybody else suffered this issue or have any advice????

Regards Bourntech

Re: Why is BT Business Broadband so poor!

HowsThat — Fri, 08 Apr 2016 17:53:23 GMT

BT are the largest telecoms provider in the UK which means they need thousands of staff that are based all over the world. Unfortunately they internal communications is not that great.

Your best bet is use a smaller specialist business provider. http://www.tptele.com provide business broadband with fixed IP addresses as standard.