Amazing Dreadful BT Service. For a number of years now I have used Pipex as my ISP. Not much of a difficulty with them, but I only managed 1 Meg in speed. At times in the residence we would have 3 lap tops wirelessly connected and I thought it time to upgrade. I also have Sky + and thought that it may be a good time to review the whole telecoms package. After a few thought I decided at BT for broadband at option 3. A mobile dongle, Bt Vision and even opted for a BT credit card to make the supplementary £40 off the bill. (BT also grant an supplementary £40 for people changing from Tiscali ((Pipex was part of them)). Over all I thought I would be making a immense saving at my total telecoms bill. I contacted Pipex and got my Mac code (They offered a faster speed £20 off my next sum and a 3 month holiday on payments, but I still got the MAC) The order was placed with BT and I received a steady trail of e-mails informing me of order progress. Finally I was educated that activation day would be 2 nd July and I would probably only lose nearly an hours broadband connection. Shortly afterwards I received my Mobile broadband dongle and details. The 2nd of July arrived and the Modem turned up by Parcelforce. On approximately 10.a.m the Broadband went off. I received two e-mails from BT telling me that Broadband had been activated. I waited all day, but alas, no reconnection to broadband. The booklet with the modem advised waiting till after midnight, so I rang next morning. Earliest telephone to the telephone centre. I was advised to switch off the modem and await two hours. Then switch back on. Nothing happened. No broadband. Second telephone to the cellular phone centre. I was asked to remove all filters and sky connection and plug directly into the master socket. I was told that a line confirm had been made and there was no fault. Nothing happened. I was told to press reset to default on the modem and ring back the next day. No broadband. Third cellular phone to the telephone centre. I was asked to remove all filters etc..etc... I was then told that the line had been checked and there was no problem and the fault must be in my wiring so I should replace it. I told the BT operative that my extensions were ok up until the change larger than from Pipex to BT and that it was an exchange fault. Adamantly she told me that there was no fault at BT's end and I should make sure the wiring. I replaced the wiring from the master socket (even though the modem did not work in the master socket!) Nothing happened. No broadband. Fourth call to the telephone centre. I went through the entire explanation again. Again I was asked to replace filters etc..etc.. Then I was told quite amazingly that the Mac code had not been used. The BT operative (a male this time) asked if I had given the MAC code to BT? I said that the order could not have been placed and trendy by BT without the MAC code. He agreed and then said it was BT's fault they had delayed contacting Pipex and the code had expired, therefore the exchange had not switched above to BT broadband. He asked me to contact Pipex and encourage a new MAC code. Then to cellular phone BT options and I would be connected. I called Pipex. They must have had a good laugh. You may well feel in the air smiles and "I told you so. It's your fault for going to BT ". Any way. A very articulate young lady said that the MAC code was valid for 30 days and had not expired. She also said that in fact the mac code had been used and I was no longer a consumer of theirs.( But if I would like to come back to Pipex they can grant £50 plus 6 months holiday on payments and free evening and weekend calls for 6 months. I explained that I had gone for the whole package with the dongle, option 3 and Vision). Fifth telephone to phone centre. I went through the entire explanation again. Again I was asked to plug into master BT socket etc..etc... I said NOOOOOOOOOOOOO. I require an Engineer!!! I explained I was not new to broadband. I've had broadband for years. It was working fine until Bt started mesing with it. I know how to plug a modem in. I know . I know. And most of all I know that there is a fault on the line! The BT operative said she would check. Yes there is a fault on the line. Next a man came at and hearing the tone in my voice stopped half way through asking if I had plugged this in etc... An engineer would be at my domestic next morning between Eight a.m and one p.m. On last. It was july 14th. Its been12 days since broadband was supposed to be activated. This morning on 8 a.m. a cheerful BT engineer turned up at the door ( after phoning to observe if we were ready to see him). He got to work straight away and within 3 minutes said. "There is no broadband connection to this house". It had taken 13 days and numerous hours on the phone to have the obvious confirmed. He checked the wiring through the house. All ok. He went out and checked the Boxes on the corner of the road and then onto the exchange. He rang me within 30 minutes and educated me that it was a fault at the exchange. "It will capture another two days to rectify" he said. I decided that I should formally complain to BT. I used their complaints procedure e-mail at my accounts page (using the mobile dongle. On least that works if several what slowly. Its hardly broadband speed.) Much of the verbatim from over was in the complaint e-mail, plus a encourage as to why I was sent two e-mails saying that Broadband had been activated at 2 nd July when the engineer had confirmed that it was not connected. Why at every occasion that I had called the BT telephone centre. Why had I been given a differing reason and on times down correct contradictory information? Why had they said that they had tested the line when it was not operable on the district exchange and why oh why had they made up the story about the MAC code? I ticked the box for a reply by e-mail and waited. No e-mail, but a telephone telephone from the phone center. I woman who gave no name told me. They were so sorry for the delay in activating the broadband, but it's a technical matter. No answer to any of my queries when pressed and rudely told that I was being transferred to a Technical department. This department transferred me to another technical dept. He could only tell me what the area engineer told me. The regional engineer rang my early this afternoon to say that someone will be working at the problem tomorrow. At least he was a number of use. The others well......... I regret. Postscript. A second engineer turned up next day. After a quantity of hours on the exchange I received a telephone to say they broadband was now working. I'm getting a speed of less than 1. So much for paying for option 3 + Vision and expecting 3.5 to 8mb speeds. I did a speedtest at the BT site. ).934Mb. The line says its only set to put in 1MB. All round pretty dismal start to using BT. I believe now I will produce an e-mail telling me I cant have BTVision as the line speed is not good enough. No wonder they are losing business. confirm out this link for a enhanced service www.btphoneline.co.uk htpp://www.btphoneline.co.uk
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For a quantity of years now I have used Pipex as my ISP. Not much of a difficulty with them, but I only managed 1 Meg in speed. At times in the house we would have 3 lap tops wirelessly connected and I thought it time to upgrade.
http://www.btphoneline.co.uk www.btphoneline.co.uk
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