How long should I be without broadband?

[MHC]

Check your contract - you should have Next Business Day.

Call NOW and get it escalated.

I always seeem to get NBD turn round - unless I request a delay.

[Ryu]

Thanks for your response MHC,

I have called them again, but because there was a issue with the phone line on the 26th, they then created the broadband fault on the 28th after the phone line issue was resolved. 
I tried to explain to them that I called on the 26th for a broadband issue, we do not even use the phone line, yet they keep telling me that they are waiting on BT WholeSale. 

I never got a contract as it was a upsell mid contract from ADSL broadband to Infinity as they would not let us change from bus2res mid contract while we were 1 and a bit year in. 

The only info I got from my account is;

Product Name Quantity

Dynamic IP	1
Fibre Broadband Hub	1
BT Infinity for business - Advance Support (option 2) up to 40Mb downstream up to 10Mb upstream 2 Yr Re-sign	1
Business Essentials	1
BT Business Broadband Prompt Care	1

I am guessing its the Prompt Care? Everytime I mention it they say that if I wanted a faster turn around I should have the other package..

[MHC]

From te BT Broadband section on the website:

Prompt Care

This is our standard support package:

• Helpdesk open 24/7 for fault reporting
• 4-working hour response time (from when you report the fault to us)
• Engineers out to you Mon-Sat (excludes Bank Holidays), 8am-6pm
• Backed by BT's Service Guarantee

So,   allowing for two seperate faults.   Fault1 reported on 26th should be fixed later that day or early on 27th.   Allow a little leeway and say fixed just before CoB on 27th.   The second fault comes into play and allowing for a full day then it should be completed by end of 28th - last Friday.   Even then there would have been a Saturday fall back if there was a major problem.

Get it escalated.

[Ryu]

Hi again,

Its now Tuesday, still having issues at the moment, but the line has been stable, just limited to 12Mbs. 
I also got told by the BT support that the PromptCare only applies to the phone line, not the broadband. 

On hold at the moment to BT Support, whom will feel my wrath if this does not get sorted today. Thanks for your help so far MHC, it just seems everytime I say that I cannot be without net that they postpone it on purpose. 

We will see how it goes. 

[MHC]

Have a look at:

http://business.bt.com/packages/broadband-and-phone/

It ststes 24/7 support for Broadband.

Scroll down and click on Support ... and that brings up the list which states 4 hour response.   there is no phone only statement there.  

[Prospect]

Are you sorted yet? We have been in the same boat since 26/6 and still no further forward despite several escalations?

[Ryu]

Hi Prospect, 

My solution did get sorted, although there was still a lack of communication from BT's end. But the Openreach engineer that came out whom was still on a apprenticeship believe or not, managed to find an issue with the OpenReach modem. He did spend about an hour at my property but one of the best engineers that I have come across. 

The worst part of it all is, I got my partner to call and on her first call she managed to get compensation for the issues we have been having because she had to work from the premises where we have BT instead of at the office. 

So I would recommend you start taking that route, they are obliged to give you a stable phone line.... but broadband is a different story all together according to BT.

Best of luck.