Unacceptable behaviour by support staff

[MHC]

When I use the support facility I expect BT staff to respond and not come up with excuses.  Then when they find they cannot answer they just disconnect.

That is totally unacceptable behaviour and WILL be escalated to Executive Level complaints team.

The BT systems fail and all he could say was "Cannot do anything about it"

That is after accusing me of not being a BT Broadband customer.

[Sogo7]

Out of curiosity what was the problem that has so boggled them?

[MHC]

I told them the Speedtester was broken!  

Nothing too difficult or taxing but they said: "we have no way to check that speed test site it is controlled by bt wholesale, which is another part of BT from us, if they have updated it and it is causing you an issue am sorry about that, but we have no way to investigate it am afraid"   and as you know that is the site that support send BT Broadband user to, to carry out tests.

[a-hill · Accepted solution]

The following is a clarification of the speedtester website, and NOT an excuse... you're getting facts here and not opinion.

That is the website that all ISP's who come under the BT Wholesale IP Stream profile need to send their customers to for speedtesting before speed faults will be looked at, this isn't purely restricted to BT ISP's, but all ISP's on IP Stream. If there is an issue with the website, then no, there isn't really anything that can be done by the ISP's that use it, except to highlight the issue to BT Wholesale themselves. This website is used many, many times per day and has been in place for many years, so this software isn't classed as untested... and I can attest to the fact that I myself have had to use this website in the past and can confirm it works.

[MHC]

So why will BT not report the problem? There was a refusal to do so.   The screen also tells me to Report Problems To My ISP - so when I do that I expect them to react and not wash their hands of it.

The site was working fine on last week but a software update was undertaken and now with a differnet interface it has failed.

I have since escalated this and thye BT telephone support have seen the problem themselves and are now dealing with it.  So why could it not be dealt with here?

[a-hill]

There are many reasons that could have driven the agent to not report the issue, from the innocent views of genuinely believing that it's not up to them to report anything on Wholesale site issues, to the rude and just didn't want to. Unfortunately that's something I cannot answer, and can only offer my apologies that it wasn't handled in an acceptable manor. As you say, the telephony side have reported it, so hopefully it will be resolved shortly.