Ridiculous Speed.....Please Release Me From Your Contract

[Annoyed]

I have been having speed issues since October 2010 and despite phone calls practically everyday to 'support' and an engineer checking all of my equipment and telling me all was fine I feel as if I am banging my head against a wall. Today I managed a download speed of 0.02Mbps.....great. Before this 'issue' started I was more than happy with 7Mbps. I have not been able to work for a month now and am being called into head office to discuss why I haven't logged into the work server for over a month. I feel that BT couldn't care less about my broadband issue despite me paying for the most expensive package. They are not meeting their service level agreement yet when I asked about my contract being anulled a rather rude customer services rep told me that I would have to pay £235. + VAT. I don't see why I should pay as I am not getting any service. BT please would you be so kind and release me from my contract without paying a fee as I would dearly like to hang onto my job and move to an ISP that actually takes problems seriously. Thank you.

[keithgeach]

Hello

I am on the next to basic contract and are getting 17.4kbs/s.

Looks like it does not matter what contract you have.

[Annoyed]

Yet another engineer checked my entire system and the problem lies with the exchange. I had no problems when I was on the 20CN but when BT changed over to 21CN at the end of September, I have been on a speed of 0.47Mbps (at best). What needs to be done to rectify the problem is a 'lift and shift', BT still haven't managed to do this. Three months of virtually no internet, they know exactly what the problem is but still have to pass the issue onto yet another department.

I may as well report this to Ofcom as this is absolutely ridiculous.

[Annoyed]

Thank you Keith, looks as if I am being ripped off in every way.

It would be nice to have a broadband service that actually worked. The problem has been diagnosed, yet they haven't bothered to action it. I am totally disillusioned with BT Connect now. They provided a good service for nearly a year but have gone steeply downhill now.

[Fiona]

Hi Annoyed,

I have checked your fault and it shows that your speed profile has now increased and you should be getting faster speeds. Can you please check your connection on the speedtester site and let us know how things are. You can also paste your results in here if there is still an issue.

Kind Regards

Fiona

BT Business Forum Moderator

[Fiona]

Hi Annoyed,

You have not come back to me to confirm if the speed issue is now resolved. Checking the details with the technical team the profile is now showing an increased speed on your line, can you please confirm if this is the case. If i do not hear from you by tomorrow i will assume this has been cleared and i'll close the thread.

Kind Regards

Fiona

BT Business Forum Moderator

[Annoyed · Accepted solution]

Dear Fiona,

Fortunately the problem has now finally been resolved.

Thank you for taking the time to check the issue.

Much appreciated,

A

[Fiona]

Hi

Thanks for coming back to me, i'm glad the service is now working

Kind Regards

Fiona

BT Business Forum Moderator