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Standard User fernandez
(committed) Mon 25-Mar-13 23:02:48
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A royal BT [removed by tbb]


[link to this post]
 
I am, to say the least, a little displeased.

I was due to move over to BT broadband today together with a Youview box.
The order was placed of 15/03 and all correspondence stated that delivery of the equipment and activation would be on 25/03.

However, today the BT site woudn't let me track the order (even though it said 'in progress' so I phoned BT Customer Services only to be told that the order had been 'lost in the system' and a new order raised. So, I'm waiting in all day for something that's never going to be delivered

To cut a very long story short it gets worse.
The original order was 'lost in the system' so making the VOL012- reference number invalid.
A new order was raised for delivery on 27/03/2013 but when I checked this after I phoned CS yet again to get the new reference number I found that it showed that I was getting a BT Vision(refurbished) box and not the Youview Humax box that I ordered as shown on the original order.

So, yet another call to CS and after about 30 minutes on the phone the error was corrected, the second order number cancelled and a new VOL012- order raised.

I have now had THREE different VOL12- numbers. Where it gets really complicated is that the original oder placed on 15/03/2013 was placed through Quidco to take advantage of the £150 cashback offer which ended the next day.
There was also a BT offer of £100 Sainsurys gift voucher
Both of these now seem in jeopardy because the dates of the second two order numbers fall outside of the claim period.
This is through no fault of my own and the original order has not tracked on Quidco and is being investigated
I have kept copies of all mail and order /reference numbers received from BT

At the moment it seems that the Home Hub will be delivered 27/03 and the Youview box 28/03.
This has been achieved after SIX telephone calls today and could have been avoided if staff at BT had taken more care and kept me informed of what was going on.

I have every intention of ensuring that I am paid the cashback offered and receiving the Sainsburys voucher - after all the original order was made within the claims period and I cannot be responsible for the mistakes of others.

I have sent an email to BT Customer Complaints in the hope that they can sort this mess out

Edited by seb (Tue 26-Mar-13 03:15:21)

Administrator seb
(founder) Tue 26-Mar-13 03:16:18
Print Post

Re: A royal BT [removed by tbb]


[re: fernandez] [link to this post]
 
Please mind your language. We usually delete entire posts if you abuse this, however I've made an exception in your case.


seb

Sebastien Lahtinen
Co-Founder,
thinkbroadband.com
[email protected]

personal blog - blog.seb.me.uk
twitter - @sebtweet
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User fernandez
(committed) Tue 26-Mar-13 07:31:55
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Re: A royal BT mess[removed by tbb]


[re: fernandez] [link to this post]
 
Sorry for the language I'd had a very bad day


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Standard User RobertoS
(sensei) Tue 26-Mar-13 07:40:28
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Re: A royal BT mess


[re: fernandez] [link to this post]
 
I'd say that was more than a bad day. The tale is horrific!

I hope you get satisfaction from BT without too much further hassle. Enough there to put you off them for life.

Don't forget if it doesn't get sorted by someone sensible there are many posts with, and many of us know by heart, the email address of the BT Group chairman, in effect the Ultimate Complaints Office smile. That often works magic.

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 54.2/15.2Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User fernandez
(committed) Tue 26-Mar-13 08:21:27
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Re: A royal BT mess


[re: RobertoS] [link to this post]
 
Thanks for the offer of the info as I have a bad feeling that I'm going to need it.

On checking 'Track my order' there are now 4 order numbers shown and the original one due for delivery/activation on 25/03 is still shown but with the message:
"There is a delay to the provision of your Broadband order which we are currently investigating with our suppliers. We will keep you informed of any progress, please keep checking online for further updates."

At the moment looks like that due to the incompetence and lack of communication from BT that I may well have lost offers worth £250
Standard User lockyatlrg
(fountain of knowledge) Tue 26-Mar-13 08:39:28
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Re: A royal BT mess


[re: fernandez] [link to this post]
 
Cancel the order completely and start all over again, BT really are [censored] at times.

BT Infinity
ROUTER:-Netgear WNDR37AV
JDSU Stats
Attainable 94040D 34659U
Sync 79999D 20000U
Attenuation: 10.1 SNR: 16.2
Line Length 300meters
Standard User fernandez
(committed) Tue 26-Mar-13 10:32:07
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Re: A royal BT mess


[re: lockyatlrg] [link to this post]
 
Order, or should i say orders, are all cancelled (after a struggle) but it can, I was warned, take up to 24 hours to go through the system (have they got one??:))
My existing ISP has extended my cancellation period and is issuing a new MAC should I decide to go ahead with the migration.
The UK based BT cancellations person I spoke to at least sounded sympathetic and was astounded at the mess caused.
Standard User StephenTodd
(committed) Tue 26-Mar-13 11:28:45
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Re: A royal BT mess


[re: fernandez] [link to this post]
 
The UK based BT cancellations person I spoke to at least sounded sympathetic and was astounded at the mess caused.
Probably, pretended to be astounded, as it is an all too common story. Mostly moves to Infinity go pretty smoothly (mine went fairly well), but once they start getting things wrong it is clear from the Infinity forum that they have many ways of making it go spectacularly wrong.

It may be worth contacting the BT forum mods at http://bt.custhelp.com/app/contact_email/c/4951 They have the unenviable task of chasing problems through the myriad errors that BT orders and service make; and people usually get to be happy with the result eventually.

Even with my order that went ahead on the original date they managed to get three order numbers; and I had to chase both the Quidco and Sainsbury's extras as a result. Oh, and chase BE who wrongly charged a cancellation fee; another problem that many people have.

Good luck,

--
Moved (with trepidation turned relief) to BT Infinity 2 for upload speed. Happy BE user for several years.
Standard User martdy
(newbie) Tue 26-Mar-13 11:46:29
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Re: A royal BT [removed by tbb]


[re: fernandez] [link to this post]
 
I had a similar experience.
Went through the whole online order process via Quidco for Infinity ,Phone, Youview etc. On the final conformation page it stated BT Vision box not Youview. I stupidly went ahead thinking It would all be OK.
When I could access my account all was not well . The phone order was there but nothing else.
Many phone calls later a nice chap(UK) told me their systems were changing over and had caused some problems. He then proceeded to set up all that I had ordered.
My phone order completed on 18/03/13 and I eagerly waited for the promised phone call from BT to organise Infinity. Nothing. So on the phone again and finally spoke to a nice lady(UK) who started a complete new order for the Infinity and Youview package.This now shows in my account and OR are due on 28/03/13 to install Infinity.
I received the HH and Humax box yesterday along with a couple of poweline adaptors. Apparently my order is on track. We'll see...
However my chances of getting cashback are nil and I expect a battle to get the £50 Sainsburys voucher also.
It all looked so easy on the website !
After all the hassle so far all I want is for Infinity to be installed successfully when scheduled .After that a letter of complaint will be on its way to BT.
ISP Representative BT_Care
(isp) Wed 27-Mar-13 14:21:56
Print Post

Re:A royal [removed by tbb]


[re: fernandez] [link to this post]
 
Hi Fernandez,

Sorry about this, your post makes for some grim reading. I'll be happy to give you a hand with this and make sure we get this sorted out for you.

If you drop me in an email I'll find out what's happened and get it put right.

http://bt.custhelp.com/app/contact_email/c/4950

Cheers

Craig

Edited by MrSaffron (Thu 28-Mar-13 15:56:10)

The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User fernandez
(committed) Thu 28-Mar-13 12:56:05
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Re:A royal [removed by tbb]


[re: BT_Care] [link to this post]
 
An update - not happy reading......

All orders were confirmed as being cancelled.
I was told the equipment *may* still arrive but they would send a jiffy bag for their return.

Yes the orders were cancelled including delivery of the equipment
BUT
BT didn't inform Openreach (or whoever is responsible) not to disconnect me from my current ISP and not to connect to BT broadband
The result is that a BT broadband service is live (and won't be cancelled until April 5th) but I don't have a Homehub and so cannot connect to the internet

To cut a very long story short after literally hours on the phone - to date 23 calls- they have agreed to send me a Homehub (which should arrive by April 2nd), have assured me that all orders are cancelled and that BT broadband will no longer be on my line from April 5th.
I have lodged a complaint and asked for compensation for the disruption to services and the hassle and stress this situation has caused

Posted from a friends PC

Edited by MrSaffron (Thu 28-Mar-13 15:56:33)

Standard User ryant704
(regular) Thu 28-Mar-13 13:10:15
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Re:A royal [removed by tbb]


[re: fernandez] [link to this post]
 
What router do you have?

Edited by MrSaffron (Thu 28-Mar-13 15:57:56)

Standard User MHC
(sensei) Thu 28-Mar-13 13:20:53
Print Post

Re:A royal [removed by tbb]


[re: fernandez] [link to this post]
 
In reply to a post by fernandez:
The result is that a BT broadband service is live (and won't be cancelled until April 5th) but I don't have a Homehub and so cannot connect to the internet


Why not?


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C


taurus excreta cerebrum vincit

Edited by MrSaffron (Thu 28-Mar-13 15:56:54)

Standard User fernandez
(committed) Thu 28-Mar-13 15:46:19
Print Post

Re:A royal [removed by tbb]


[re: MHC] [link to this post]
 
In reply to a post by MHC:
In reply to a post by fernandez:
The result is that a BT broadband service is live (and won't be cancelled until April 5th) but I don't have a Homehub and so cannot connect to the internet


Why not?


Because I was previously with BE, have a Technicolor T582n (BeBox) and have no idea how to configure it for BT

Edited by MrSaffron (Thu 28-Mar-13 15:57:37)

Standard User ryant704
(regular) Thu 28-Mar-13 16:04:12
Print Post

Re:A royal, sorry hehe


[re: fernandez] [link to this post]
 
You only need to change the details for the PPPoA connection. You should change them to this... though I can't guide you how as I have no knowledge of the router.

Username: [email protected]
Password: BT
Standard User StephenTodd
(committed) Thu 28-Mar-13 16:36:30
Print Post

Re:A royal [removed by tbb]


[re: fernandez] [link to this post]
 
Because I was previously with BE, have a Technicolor T582n (BeBox) Fine to tide you over till the HomeHub comes, but don't forget BE will charge you a silly amount for it if you don't return it fairly promptly.

--
Moved (with trepidation turned relief) to BT Infinity 2 for upload speed. Happy BE user for several years.
Standard User MHC
(sensei) Thu 28-Mar-13 16:46:04
Print Post

Re:A royal [removed by tbb]


[re: StephenTodd] [link to this post]
 
I read it as though he will be back with his original provider after BT is removed.


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C


taurus excreta cerebrum vincit
Standard User StephenTodd
(committed) Thu 28-Mar-13 16:51:39
Print Post

Re:A royal [removed by tbb]


[re: MHC] [link to this post]
 
I read it as though he will be back with his original provider after BT is removed. Sorry, you are quite right, missed that ~~ improper memory of the earlier part of the thread.

--
Moved (with trepidation turned relief) to BT Infinity 2 for upload speed. Happy BE user for several years.
Standard User RobertoS
(sensei) Fri 29-Mar-13 01:18:49
Print Post

Re:A royal, sorry hehe


[re: ryant704] [link to this post]
 
In reply to a post by ryant704:
You only need to change the details for the PPPoA connection. You should change them to this... though I can't guide you how as I have no knowledge of the router.

Username: [email protected]
Password: BT
I believe the BeBox is locked down.

The password for BT connections isn't needed unless the router won't accept a blank.

That username looks odd to me, but I could be wrong. Maybe it's as irrelevant as the password apart from the router wanting an entry.

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 54.2/15.2Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.

Edited by RobertoS (Fri 29-Mar-13 01:21:02)

Standard User ryant704
(regular) Fri 29-Mar-13 01:55:33
Print Post

Re:A royal, sorry hehe


[re: RobertoS] [link to this post]
 
You only need the @btbroadband.com you may not even need that anymore. It can be anything before it...

The password can be anything as well, though some Exchanges require a password. Maybe 20CN, never bothered to look into it.

Edited by ryant704 (Fri 29-Mar-13 01:59:32)

Standard User fernandez
(committed) Fri 29-Mar-13 10:35:01
Print Post

Re:A royal, sorry hehe


[re: ryant704] [link to this post]
 
A further update - deeper into the mire

I'm back on the net...but who knows??
When I came home last night (I'd been at a friends using her internet) I found that a neighbour had taken delivery of the following:
BT HomeHub
BT Vision+ box
BT Youview box
Powerline adaptors
Bear in mind that all of these were cancelled and that the original delivery dates had been given as either 25/03, 26/03 or 27/03
In desperation I connected the HomeHub and voila I'm back on the net.
Yesterday morning I was told by a BT advisor that no broadband connec tion was active on my line and by advisor 2 that there was a broadband connection but that it would be cancelled on April 5th

I was then told that because it was active but that I not received a HomeHub that another one would be sent for delivery on April 2nd and that when the servce ceased on April 5th to return the HomeHub in the jiffy bag that they would provide.
On checking the MyBT site it states: "No broadband in this account"
Meanwhile it also states for BTVision
Your activation date
Activation Date
Up to midnight
Fri 05 Apr
In Progress

I never ordered BTVision at any point it was always Youview

Go figure!!!!!
So, I can expect another (at least one) HumeHub on April 2nd and probably another BTVision box and another Youview box and Poweerline adaptors.
I have, according to BT, no internet connection but I obviously have as I am using it now.
There is also the fact that when/if all this is sorted I need to return all of the equipment.
Now considering that I don't drive or have a car and that the nearest Post Office is over a mile away I shall need to arrange for someone else to do this for me.

To preserve my sanity I am reluctant to call BT again and will just wait and see what happens.
If anyone can provide ideas/solutions/make sense of all this please let me know.
Standard User ian_c
(eat-sleep-adslguide) Fri 29-Mar-13 10:44:39
Print Post

Re:A royal, sorry hehe


[re: fernandez] [link to this post]
 
I think your error as trying to sort things out wink

I took the calculated gamble to let things ride when it looked like my order was going skewiff (intending to cancel if it got worse).

Turned out nobody had told the installer (a very practical-minded ex-Army chap) who arrived and said - well, I'll install the kit and if it works it works, if not I'll put you back on the copper.

It worked.

Phew!

Standard User ryant704
(regular) Fri 29-Mar-13 11:06:20
Print Post

Re:A royal, sorry hehe


[re: ian_c] [link to this post]
 
I would contact bt care from page 1, they will be able to tell you what actually is going on regards to your account/order.
Standard User fernandez
(committed) Fri 29-Mar-13 11:09:54
Print Post

Re:A royal, sorry hehe


[re: ian_c] [link to this post]
 
In reply to a post by ian_c:
I think your error as trying to sort things out wink

I took the calculated gamble to let things ride when it looked like my order was going skewiff (intending to cancel if it got worse).

Turned out nobody had told the installer (a very practical-minded ex-Army chap) who arrived and said - well, I'll install the kit and if it works it works, if not I'll put you back on the copper.

It worked.

Phew!


What was I supposed to do?
BT admitted that the order had been 'lost in the system' but still managed to disconnect me from BE and connect me to BT - but remember that MyBT says that there is NO internet connection on this line.
BTW it's not Infinity so no installation is involved

Meantime none of this solves anything, BT Customer Services are useless and I been advised to consider Trading Standards and/or ASA (Advertising Standards Authority)
Standard User ryant704
(regular) Fri 29-Mar-13 11:12:54
Print Post

Re:A royal, sorry hehe


[re: fernandez] [link to this post]
 
Contacting trading standards/ASA won't do anything, it will be based on just a clerk messing up an order. Your best option would be to send the case to Ofcom, I know there are many others who have the same experience as you. Then Ofcom will look into it if there is enough evidence/reports to be worried about, they will take action.
Standard User fernandez
(committed) Fri 29-Mar-13 11:20:08
Print Post

Re:A royal, sorry hehe


[re: ryant704] [link to this post]
 
Yes. you're right of course Ofcom is the better option
Standard User fernandez
(committed) Fri 29-Mar-13 11:27:24
Print Post

Re:A royal, sorry hehe


[re: ryant704] [link to this post]
 
In reply to a post by ryant704:
I would contact bt care from page 1, they will be able to tell you what actually is going on regards to your account/order.
[/quote

Been through that.
The case is now referred to the BT Online Support Centre and I have been advised that someone (named person) will call me about this]

I've also had two emails advising that the following services will stop on 26/03/2013
These services will stop on 26 Mar 2013:

BT Vision


And these services will also stop:

BT Vision - PPV

BT Vision Default - PPV

BT Vision - PVR

BT Vision PVR

BT Vision Essential


and
These services will stop on 26 Mar 2013:

Broadband

BT Vision


And these services will also stop:

Line Rental Saver

BT Vision - PPV

BT Vision Default - PPV

BT Vision - PVR

BT Vision PVR

BT Vision Essential


You might need to return some BT kit. If so, we'll send you a returns bag soon.


Gets no better!!!!!!
Standard User ian_c
(eat-sleep-adslguide) Fri 29-Mar-13 12:59:46
Print Post

Re:A royal, sorry hehe


[re: fernandez] [link to this post]
 
Yes, I :get that. I was fortunate.

My hunch is that the core problem is with Openreach, an organisation with the communication ability of an aardvark with Alzheimer's.

They patently fibbed to the BT Retail person about extra work being needed (presumably trying to manage workflow (or move a job into the new financial year, perhaps)), rescheduling the activation - but then forgot to tell their own installer, who turned up and did the job anyway.

BT needs a radical restructure to come kicking and screaming into the mid-1990s.

Standard User fernandez
(committed) Fri 29-Mar-13 21:59:32
Print Post

Re:A royal, sorry hehe


[re: ian_c] [link to this post]
 
BT Customer Services forum mod team have now taken 'ownership' of the problem.
I had a call tonight and will be called back on Tuesday (by the same named person) after further investigations have taken place.
So, hopefully, this "shambles" may be on the way to being sorted
Standard User ian_c
(eat-sleep-adslguide) Fri 29-Mar-13 22:10:34
Print Post

Re:A royal, sorry hehe


[re: fernandez] [link to this post]
 
Good to hear - hope it gets sorted - it is worth it (so far anyway!)

Standard User fernandez
(committed) Fri 29-Mar-13 22:30:12
Print Post

Re:A royal, sorry hehe


[re: ian_c] [link to this post]
 
In reply to a post by ian_c:
Good to hear - hope it gets sorted - it is worth it (so far anyway!)


Well, download speeds are, so far, actually better than I had with BE although upload is a little slower.
Remember though that according to BT I don't have any broadband on the line at all smile?

If this is all sorted and I get the original deal I'll mark it down to experience. I suppose this is worth having (and fighting for):
£150 Quidco cahback
£100 Sainsburys Gift Card
Half price internet for 12 months
Free Youviewbox and Powerline adaptors
Standard User fernandez
(committed) Wed 03-Apr-13 10:56:28
Print Post

Re:A royal, sorry hehe


[re: fernandez] [link to this post]
 
A new week and no further forward.
That's not quite true as I had yet another BT HomeHub delivered yesterday.


Despite the fact that the person who phoned me on 29/03/2013 assured me that she would call again on 02/04/2013 I'm still waiting.
However I did have a call from someone else from http://bt.custhelp.com/app/contact_email/c/4951 in response to the same matter for which I had inadvertently contacted them again.
So, although she was aware of the first call and had the detrails I went through the complete course of events again.
She asked me what I wanted to happen and reiterated that all I wanted was what I was offered originally and that if mistakes were made it wasn't the fault of myself or Quidco but of BT

She promiised to call back later in the day but I'm still waiting
Also CS in Mumbai promised to call me on April 2nd and I'm still waiting for that call too

Meantime another BT HomeHub was delivered yesterday so I now have
2 x BT Home Hubs
Humax Youview box
BTVision+(reburbished) box
Powerline adaptors
No signs of the returns bags that I was told would be sent to me.

The internet connction is live but but the MyBT account says:
there is no internet connection in this lne
Your broadband will cease on April 5th
Your nroadband will be activated on April 5th
Your BTVision will cease on April 5th
Your BTVision will be activated on April 5th

At the moment it's an impasse.


I am now at the end of options,my patience and sanity
Standard User fernandez
(committed) Wed 03-Apr-13 17:14:21
Print Post

Re:A royal, sorry hehe


[re: fernandez] [link to this post]
 
Desperation time............

The matter is now being handled by the office of Ian Livingston (Chairman of BT) who phoned a short time ago.

I am still awaiting the promised phone calls from other advisors
Standard User MHC
(sensei) Wed 03-Apr-13 17:33:59
Print Post

Re:A royal, sorry hehe


[re: fernandez] [link to this post]
 
In reply to a post by fernandez:
Desperation time............

The matter is now being handled by the office of Ian Livingston (Chairman of BT) who phoned a short time ago.

I am still awaiting the promised phone calls from other advisors



He is actually the CEO not Chairman. Did he call you or was it one of his team? We had to escalate an issue to his office - and my friend (the one with the problem) was rather shocked when IL actually called.


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C


taurus excreta cerebrum vincit
Standard User fernandez
(committed) Wed 03-Apr-13 17:48:08
Print Post

Re:A royal, sorry hehe


[re: MHC] [link to this post]
 
In reply to a post by MHC:
In reply to a post by fernandez:
Desperation time............

The matter is now being handled by the office of Ian Livingston (Chairman of BT) who phoned a short time ago.

I am still awaiting the promised phone calls from other advisors



He is actually the CEO not Chairman. Did he call you or was it one of his team? We had to escalate an issue to his office - and my friend (the one with the problem) was rather shocked when IL actually called.


No, IL didn't personally phone but a named member of his team who has since emailed me about her intentions in this matter and provided me with a geographical contact number.
She will phone me tomorrow afternoon with an update to the situation
At least wheels appear to be turning
Standard User Chrysalis
(legend) Wed 03-Apr-13 21:46:39
Print Post

Re:A royal, sorry hehe


[re: MHC] [link to this post]
 
yeah he exchanged emails with me today, seems he is ok dealing with customers himself.

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 46/20, Current Attainable 74/29
Standard User fernandez
(committed) Sat 13-Apr-13 12:03:04
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Re: A royal BT [removed by tbb]


[re: fernandez] [link to this post]
 
At last everything is sorted thanks to an extremely helpful person from the CEO's office.
She phoned me everyday to keep me up to date of what was happening - if all BT staff were like her things would be much easier.
Although I didn't get the £150 Quidco cashback various amounts have been credited to my account which even things out.
The £100 Sainsburys Gift Card has been sent out manually and should be received withn 45 days (in line with the Terms and Conditions)
So, it's been an experience but with a good conclusion.
Once again my heartfelt thanks to the lady (the only apt word) who resolved all the problems
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