"BT this is your last chance............."

[guytomblin]

After enjoying one morning of 1.5 - 2 meg broadband I am annoyed to tell you that it has dropped back down to 300 kbps. It was fun while it lasted.  Please can you fix this issue so that it is permanent rather than just for three hours!!!!

[Fiona]

Hi Guytomblin,

I'm sorry to read that your speeds have dropped again. I have looked at the technical issue and it is still open, from the details I can see that you have discussed this with the agent who has your case and this was going to be monitored until Wednesday as your speeds are fluctuating.

It may be quicker to call the technical team directly when the speeds drop as cases are not picked up directly from the forum. This is with the technical team, and you should have a contact number and reference number for the case. I have sent you a private mail with these details for future reference.

In this instance I have contacted the technical team for you to say your speeds are still very poor. If you would like to talk to them directly you can contact them through the contact us section of the website with the reference number i have provided in your private mail.

I am sorry that the speed issue is still outstanding.

Kind Regards

Fiona

BT Business Forum Moderator

[guytomblin]

Cruising along with an awesome 240 kbps this morning! Slick work BT!!!

A very helpful lady called Joanne is now helping me - for once she is a pleasure to deal with! Try and hang on to her BT!

Fiona,

The reason I do not want to call ANY of you technical help/customer services lines is because, in my experience, they are completely unable to help. I am fed up with being passed from pillar to post and hearing all of your excuses.

I imagine I am like many of you customers on here - we have given up calling you and feel that the forum is our last option.

Over the last two years I have wasted DAYS - not hours - trying to get a service that I pay for fixed. Unfortunately BT does not value it's customers and sees them as an annoyance - particularly when they have a problem that needs fixing.

Your company's attitude is a disgrace! You only have to spend time talking to your engineers to see how incompetant BT is.

Regards

Guy

[Fiona]

Hi

I am sorry you have had such a bad experience with our telephone helpdesks in the past. I am glad, in this instance, you have an agent working with you who is proving a change from your past encounters with the technical help team.

Although we will try and assist where possible on the forum, technical issues are not picked up directly from the site. If customers are experiencing technical problems with their connection, and the issues can not be resolved through this medium or through the help and support files,  we would always suggest that they talk to the technical heldesk.

Your case is with Joanne, and she will be working with you to try and determine why your connection speed keeps 'dropping' after a couple of days, and to ultimately come to a resolution.

I am sorry for all the problems you have expereinced, i will certainly keep an eye on the progress of your case.

Kind Regards

Fiona

BT Business Forum Moderator

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[guytomblin]

The engineer arrived today and ran some tests. After several hours the fault was traced to our Redcare alarm monitoring not having a filter attached. Get a filter fitted and voila!!!

After several phone calls it turns out that Redcare reccommend that NO filter is fitted. Back to square one! Another morning wasted!

GIVE ME BACK MY BROADBAND!

Regards

Guy

Bison

[Fiona]

Hi

Did the broadband begin working after a filter was fitted to the redcare, but it has been removed and now it doesn't work again? Or did fitting a filter to the redcare not work and you still have a slow broadband speed?

Have you talked to Joanne about this?

Kind Rergards

Fiona

BT Business Forum Moderator

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[guytomblin]

A filter has not been fitted to Redcare. It was simply your engineer's theory as to what may or may not work. He was subsequently told that a filter should not be fitted. He then realised he was back to square one and left our premises.

See below:

1. Engineer arrived and commenced tests

2. Engineer thinks a filter should be fitted to Redcare (he did not actually fit a filter!)

3. Engineer advised by Recare that a filter should NOT be fitted.

4. Engineer scratches his head and say umm a couple of times.

5. Engineer departs and says "You never know the speed may increase by its own in a couple of days"

6. I laugh and tell him "I don't believe you and I don't think it will when you haven't actually done anything"

The End

Regards

Guy

Bison

[Fiona]

Hi

Thanks, i was a little confused by the post about the redcare, sorry. So i take it you have redcare and broadband on the same telephone line. Do you have any other lines in the premises or just the one line that you use for Broadband, redcare and calls?

I have passed the above information onto the agent dealing with the case.

Kind Regards

Fiona

BT Business Forum Moderator

If you like any posts, please click on the star image on the left-hand side of the post.

If someone answers your question correctly please let other Forum members know by clicking on Accept as Solution on the right-hand side of the answer post. Please also consider replying to the post stating that your question has been answered successfully.

[guytomblin]

We have another line that is used for calls.

What i really don't understand is that broadband used to work - we have not changed anything this end.

[timeout]

It sounds like either:

the redcare is in fact causing the problem, Is the redcare wired or plugged into the socket? Are there any additional sockets on the same number? If yes are all of these filtered. Generally speaking you do need to have all non ADSL devices filtered but as far as i know there is a particular redcare system that will allow you to run it with no filtering.

If its not that then id say maybe bandwidth problems at the local exchange. It looks as though by what your saying the connection slows at certain times? If all the above is looked at i would probably request to speak with a manager within BT and get them to get BT wholesale to check the bandwidth. Infact you can check if an exchange is running 'hot' IE not enough bandwidth for the amount of users through plusnets exchange checking utility (ill post the link below) If it is running hot, exchange VP status would be red then id advise BT of this as BT wholesale rarely proactivly upgrade the bandwidth on exchanges due to cost

Link to Exchange checker http://usertools.plus.net/exchanges/  

[guytomblin]

I am still waiting to get this resolved. Bt Sales were going to call me to arrange the changes to the line that are needed. How am I supposed to run a business when a web page takes 5 or 6 minutes to load (if at all)

Please can we have some urgency to get this addressed. I have been very patiant but I am getting very annoyed. Please understand that this affects my business, my pay and ultimately my family!!

The speed today is 8 kbps. We know there is a problem so please get on and help me.

PLEASE REMOTELY RESET AS YOU HAVE DONE NUMEROUS TIMES AT LEAST THEN THE BROADBAND WILL WORK AND I CAN CONTINUE TRADING.

Regards

Guy

Bison