26 October – 1:30pm - FINAL UPDATE
The 7th BT engineer came over this morning, a decent chap indeed. He managed to trace the fault to the building lift - every-time it’s activated, the line drops. Everyone that called out a REIN issue was right – congratulations to all of you that can diagnose a problem without visiting the site.
I’d like to thank everyone that’s helped me reach a point where we can move forward – the attitude of the staff at BT is tremendous (bar Wholesale that were never interested) but every single engineer that I’ve met has been lovely and tried their best to help.
I look fondly upon everyone at BT – you all care deeply and it shows.
I’m sorry I had to take such extreme action to get someones attention but it reached a point where I was just being ignored which was pretty dreadful. After hundreds of telephone calls, emails and a few Tweets without any prospect of a resolution; I eventually “lost it” and did what I needed to do in order to get some attention.
The advertising costs have run into the thousands for this alone, but I’m not complaining - I guess it would’ve been cheaper to just pay out my contract, however, I wanted to resolve the issue and not run away from it.
Thank You again to everyone that’s commented on this blog and and helped out, you’re all stars.
Dear BT Broadband – Please Can you Fix my Internet – It’s only been 3 Months
My BT Broadband is terribly unreliable, it drops the connection all too frequently, sometimes up to twenty times a day. It’s the most infuriating problem as BT cannot seem to resolve the issue. Thus far I’ve had:
5 x Engineering Home Visits (Work time lost waiting for the engineers on every occasion.)
150 odd emails back and forth
100+ Telephone calls.
They have changed my whole network from the router to the cabinet and then the wiring to the exchange. They have also done a “lift and shift”, and a “port reset”. There is nothing left to do, on my side of the exchange.
BT WHOLESALE WAKE UP – THIS ISN’T AN OPEN REACH PROBLEM.
I know you see yourself as two different companies and don’t like helping Open-Reach but there is nothing more they can do.
Please help – this is outrageous – not only have I had unreliable Broadband for several months, I’ve lost £20,000 of work as a direct result of having a line that seems to know exactly when to drop so I lose the most amount of money when I’m trading online.In addition, I’ve looked like a Muppet to my customers abroad who can’t seem to understand why I don’t have a decent internet line in a first world country.
HELP ME BT BROADBAND WHOLESALE. PLEASE! (DON’T KNOCK IT BACK TO OPENREACH AGAIN – SO I GET CALLS FROM INDIA ASKING WHAT THE PROBLEM IS)
BT won’t even let me cancel my contract without paying the full contract out in full.
My phone number is 01865 556 408 – please look at the notes on the system. Extensive notes – I just get ignored now. The BT openReach guys are a bloody good bunch that have done their utmost to help – but Wholesale – someone needs to kick their arses. It’s a joke.
Thanks for all the comments and ideas so far, I do appreciate that most of you guys and girls are going out of your way to help a customer. It’s really appreciated.
10/11/2011 - Facebook Campaign is started out of sheer desperation for a decent internet connection
11/10/2011 – I had a few calls from the team in Northern Ireland and the Newcastle team (3 or 4 in total) promising some action. Line is still dropping – what felt like the worst day ever.
12/10/2011 – An “update” call from the Newcastle team saying they are waiting for a “Frame Relay Engineer” to call back so to book an appointment with me. Line is still dropping badly.
13/10/2011 – 11:00am – The NewCastle Team called this morning saying they have ”upped the Hertz from 6 – 12″.
13/10/2011 – 1:16pm – BroadBand Line Dropped for 5 minutes
13/10/2011 – 1:30pm – Call from Gavin at the executive level complaints department saying they had taken over and are investigating.
14/10/2011 – 3:37pm – Broadband still dropping. I have a 6th engineering visit booked for Tuesday – 18/10/2011
17/10/2011 – 1:35pm – Broadband still dropping and did so throughout the weekend. I noticed that at one point when the Broadband went down it said “check phone line” on my cordless phone. 6th engineering visit tomorrow; here’s hoping.
18 – 20 October 2011 – 1:38 – Broadband still dropping; BT is aware. Steps to resolving a Rein issue have been implemented they have re-installed a big ass faceplate to isolate the house bar the main point. Also, installed a Rein filter. However, as mentioned the broadband is still dropping – an engineering follow-up is scheduled for the 21st of October.
20 – 24 October – 1:30pm – Broadband Still dropping! 7th Engineer scheduled to visit on Wednesday the 26th, this is to resolve a Rein issue or see if it uncovers any other issues that maybe causing the problem. It’s been two weeks since BT has really jumped into action and I’m not really any closer to having reliable broadband.