Unimpressed and haven't even joined yet!

After two dire years with the Postoffice we made the decision yesterday to go to BT for phone/bb package as it is the cheapest adsl bb on a market 1 (A) exchange with a 12 month contract.
Blimey what a hassle, Page of forms to fill in then despite already having a line and number, they insisted they had to send out an engineer to connect us. Anyway date was set for the 19 Dec (earliest they can do).
We then got a message this morning to say no engineer visit was necessary (surprise!), ok.
We then had a call to say the phone would be connected on the 19th and an engineer would visit. After getting the foreign man to dbl check he agreed no visit was needed BUT the BB could not be connected on that day and was not able to give me a date when it would be.
So I went onto live chat. OMG
4 depts later I finally got through to New Orders who went through the same rigmarole.
After really pressing him I get told that BT cancelled the BB provison (not able to tell me why) but because there was an open order on the line they cannot add to that so I have to wait until the phone line goes live, then the following day they will issue a request for the bb to be connected which because it will then be just before Christmas they cannot give me a date.
Unbelievable. Do they really want my custom?? This is why I have stayed away from BT for donkeys years but hoped things had got better.
Anyone know of another providor who is cheap and does joint phone/bb on a small rural exchange?
Woody

I have Plusnet at a Market A exchange. I move to them from the Post Office which had appaling back haul. There is also Vodafone FTTC to consider as it is very cheap.

Sadly we are 6km from any fibre and it will hopefully one day be fttp. Plusnet say we are out of their area and the cost is very expensive at £40 pcm for dual phone/bb

Let us know how you get along. I have PMd you.

Overall good choice of ISP for a market A exchange and once it's all smoothed out I think you will be much happier.

Plusnet say we are out of their area and the cost is very expensive at £40 pcm for dual phone/bb

Doesn't seem right after checking out their webpage:- https://www.plus.net/home-broadband


I've been with PN for a few years now and like you the market A exchange is rural and miles away from the house so no FTTC available, never had any b\d issues and the 3Meg connection is as good as it gets.
It can take a while for PN CS to answer the phone but on the few occasions when I've phoned between 7.30am and 8.15am my call has been answered within three to ten minutes.

There is also John Lewis where Plusnet provide the service:- https://www.johnlewisbroadband.com/unlimited/


Edit: Using a cashback site can help to reduce costs initially.

Edited by Apprentice (Mon 05-Dec-16 10:00:36)

In reply to a post by Apprentice:

Plusnet say we are out of their area and the cost is very expensive at £40 pcm for dual phone/bb

Doesn't seem right after checking out their webpage:- https://www.plus.net/home-broadband

The broadband costs £7.50pm more than the banner prices though if out of low cost area (i.e. most Market A areas). See the "Legal bit" at the bottom of pages.

I haven't built up the £40 as messy on an iPad, but perhaps the poster is including things like Anytime calls?

Could always try Vodafone...

Vodafone ADSLx on a non-LLU exchange? Probably not a good idea, even if they supply WBMC.

I suspect Vodafone on these exchanges will end up like the post office, that is slow and nasty. Time will tell...

In reply to a post by MrTAToad2:

Could always try Vodafone...

As a customer, what would you say are their pros and cons?

Ah yes the not in a PN "low cost area" premium, don't know how I forgot that considering my exchange is also market A and 20CN

Try a polite email to [email protected] expressiing your disappointment and asking for one of his staff to sort things out for you

In reply to a post by 961a:

Try a polite email to [email protected] expressiing your disappointment and asking for one of his staff to sort things out for you

Worked for me when I had congestion. I was moved to another port the next day and had nothing bad since.

Sent the op this info privately a long time ago

Thank you all, especially Uk hardy. To Clarify, I am outside the PN cheapo area.
That means the basic cost is £32.50 a month on a 12 month contract (it is a bit cheaper on 18 months but since fibre is "supposedly" being run I don't want a long tie in = especially after bad experience with the P.O. On top of th basic, yes I did include a calls package, sorry I did forget to mention that.
Unfortunetly I have not had chance today to email but am about to do it now! thanks all
woody

Email sent

Hope they get a quick response to you. They usually call back instead of emailing.
I have nothing but good things to say about the Newcastle support team they truly are helpful and do always call back as agreed. If the rest of BT met their standard it would be miles ahead of the other providers.

I can't wait for you to go live and experience internet as it should be! Post office is dire in exchanges like yours.

Reply received at 21.11! They will undertake an immediate review and contact me tomorrow. Wow. Will keep you posted!

Woody

At worst they can cancel your existing order and reorder it properly.

On a market A exchange it really makes sense for you to keep going with BT as there's very little (as you're finding out) in the way of competition at that same price... You do right to keep going with them

A few of us have helped one another out on here by referring one another to this team, the 5 or so cases I've seen here have all had a happy ending (myself included).

Had a couple of good calls today from one of the team. It turns out that it is partly my fault. Basically the BB was stopped on that line a few months back (we use a wimax link for our main connection, this is for backup) and I had forgotten that. However BT also made mistakes and had not explained the full situation.
We have amically agreed to continue as planned but the team will contact me the day after the phone is connected and will put in an urgent request for the BB connection which hopefully will now be done before Christmas.

To be fair they have been excellent and especially since it is partially my fault and hopefully all will go ahead smoothly. They have promised to keep a close eye on the case until it is resolved.
Woody

Ahhh in this case it makes sense. At least they've agreed to expedite the order & finally you understand what's happening. If only standard CS had been able to explain!

Just so! I've had problems dealt with - by them - after contacting Gavin Patterson: shame you have to chase to the highest level, to get the service you should receive in the first instance.