Firstly, a couple of days after the phone line went on he lost voice service, this was around the same time as the broadband was to be activated. We reported the voice fault and assumed that the slow broadband speed was linked to this. BT apparently had to farm out this fault to a "contractor" to rectify (according to text messages received on the subject) who took some time to rectify this, in total a 16 day period with no voice service and Broadband at around 1.2 Mbps
Once the fault cleared we ran a speedtest only to find that despite a 6144 sync and a 5000 Ip profile the throughput was around 1300 - which has since dropped to around 1Mbps. We called Support who looked at a few thing their end, and said they would have to pass this on to a team for further tests and that they would call the next night. The next night... the same thing, the guy looked at a few things and said he would pass it on to a team for further tests, and - yes - would call back the next evening. Already I felt as if BT were wasting my time.
I explained that the customer has problems that prevent him dealing with stuff like this, and as such I would have to make myself available to deal with it. I agreed that I would be available for a call around 6.30 pm last night. By 7.30 last night we decided to call BT - no call had arrived - great customer service there. after around 20 mins in a queue, the support guy spoke to "the broadband team" who apparently told him they had tweaked some settings at the exchange - to which we told him that throughput had actually dropped over the previous evening.
He went away again and returned to tell me that he needs to book an engineers appointment to remedy this. Of course there are none left for this weekend when my friend is home, but they can do it next weekend when he is away having his access visit to his kids. Reluctantly I have agreed to go there Monday afternoon and wait.
I am rather expecting this to work out like my last 2 faults here where I was told an engineer needed to visit only to find after waiting around that the fault had been cleared at the exchange - either way the BT group hasn't covered itself in glory so far, and I am really regretting not talking him out of taking this package, certainly it is something to recount for other friends in the future. Getting any fault fixed by BT seems to be like wading through treacle - unpleasant, time consuming and something that I wouldn't wish to repeat.
20 days in and he still has unacceptably slow speed.
Market 1 (IPSC) - a BT group investment NOT Spot