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My troubles started in May 2012 when I moved to a new property and decided to install a BT line, BT Broadband and the full BT Vision Package with On demand channels.
I have reported fault after fault, because with each engineer visit the problem was not fixed. Instead of leaving this as one open case in my BT log file, it has apparently been classed as seperate cases so I am not entitled to a refund (partial or otherwise) for this entire period from May to August.
After three engineer visits and numerous telephone calls I have finally got a steady enough service for Broadband and BT Vision, but prior to this I could not watch BT Vision and the Broadband was slow-to non existant.
(I have resorted to installing a second line so I can go with an alternative broadband provider as a backup. )
Prior to the third engineer visit, I was told by a Technical Helpdesk Supervisor that she would personally call me back and initiate the refund process for the period I'd been experiencing such dreadful service. I believed her sincerity and expected a call back. That was more than 3 weeks ago now and when I spoke to the UK callcentre earlier today they advised me there was no note on my account of any such conversation.
As stressful a process as this is, I still wanted to pursue a refund because it is ludicrous that I pay over £60 a month for more than three months for a non-existent service.
--- In September 2012 BT finally offered me a £30 rebate as a goodwill gesture for months of non-existant service. £30 off a total outgoing of more than £200 is an insult to be perfectly honest.
As of the past few days (October 12th onwards), yet again I am having to contact BT because my Broadband connection keeps cutting out completely. This means I have no broadband and no access to BT Vision Ondemand channels. I am sick of paying for a service that is non-existant.
I now have two separate BT phone lines into my property, both using the same cable from the street. One has a BT broadband service, the other has an O2 Broadband service. How is it that the O2 Service never cuts out and always remains at excellent speeds when the BT line constantly cuts out and offers pathetic speeds?
It absolutely astounds me that BT can have such a monopoly on the UK population and still offer such shocking customer service and lack of compensation.
As a side note:
I live in a small village in the Scottish Highlands where we have no option but to install a BT line. Many people in this area suffer from poor to pathetic broadband connection speeds. I wonder if this could be affected by the fact the same exchange has been supplying the village for decades now and perhaps has not been upgraded to meet the increased demand of new properties and broadband requests. Who knows, this is just speculation on my part but I've never had a problem with O2 Broadband so I don't know if this could be a factor.
Out of my own family, in the past few months, two of my sisters and my father and mother (all in different properties and different parts of the country) have had serious issues with BT, each suffering from poor or non-existant service with a dreadful response from customer service. That's an incredible statistic in itself that 5 members of a single family, each experience a terrible time with BT, independent of one another.
I've been a Sky customer for years, but was conned by the BT advertising to believe that they would be just as good and cheaper. Not true, considering I get NO access to the On Demand channels most of the time, it is not a saving at all. Plus I have had to go to the expense of installing a second line as a backup to my broadband. I am counting the days to the end of my BT contract so I can go back to Sky.
I have reported fault after fault, because with each engineer visit the problem was not fixed. Instead of leaving this as one open case in my BT log file, it has apparently been classed as seperate cases so I am not entitled to a refund (partial or otherwise) for this entire period from May to August.
After three engineer visits and numerous telephone calls I have finally got a steady enough service for Broadband and BT Vision, but prior to this I could not watch BT Vision and the Broadband was slow-to non existant.
(I have resorted to installing a second line so I can go with an alternative broadband provider as a backup. )
Prior to the third engineer visit, I was told by a Technical Helpdesk Supervisor that she would personally call me back and initiate the refund process for the period I'd been experiencing such dreadful service. I believed her sincerity and expected a call back. That was more than 3 weeks ago now and when I spoke to the UK callcentre earlier today they advised me there was no note on my account of any such conversation.
As stressful a process as this is, I still wanted to pursue a refund because it is ludicrous that I pay over £60 a month for more than three months for a non-existent service.
--- In September 2012 BT finally offered me a £30 rebate as a goodwill gesture for months of non-existant service. £30 off a total outgoing of more than £200 is an insult to be perfectly honest.
As of the past few days (October 12th onwards), yet again I am having to contact BT because my Broadband connection keeps cutting out completely. This means I have no broadband and no access to BT Vision Ondemand channels. I am sick of paying for a service that is non-existant.
I now have two separate BT phone lines into my property, both using the same cable from the street. One has a BT broadband service, the other has an O2 Broadband service. How is it that the O2 Service never cuts out and always remains at excellent speeds when the BT line constantly cuts out and offers pathetic speeds?
It absolutely astounds me that BT can have such a monopoly on the UK population and still offer such shocking customer service and lack of compensation.
As a side note:
I live in a small village in the Scottish Highlands where we have no option but to install a BT line. Many people in this area suffer from poor to pathetic broadband connection speeds. I wonder if this could be affected by the fact the same exchange has been supplying the village for decades now and perhaps has not been upgraded to meet the increased demand of new properties and broadband requests. Who knows, this is just speculation on my part but I've never had a problem with O2 Broadband so I don't know if this could be a factor.
Out of my own family, in the past few months, two of my sisters and my father and mother (all in different properties and different parts of the country) have had serious issues with BT, each suffering from poor or non-existant service with a dreadful response from customer service. That's an incredible statistic in itself that 5 members of a single family, each experience a terrible time with BT, independent of one another.
I've been a Sky customer for years, but was conned by the BT advertising to believe that they would be just as good and cheaper. Not true, considering I get NO access to the On Demand channels most of the time, it is not a saving at all. Plus I have had to go to the expense of installing a second line as a backup to my broadband. I am counting the days to the end of my BT contract so I can go back to Sky.
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