The Final Straw... (Yes Support reps that's you)

Tonight has been the final straw with BT Broadband support. I have been talking to BTCare on Twitter whom I imagine is the same reps that come on here, You guys are first class useless. I seen everybody flaming you months ago for your efforts and I really felt sorry for you guys starting out but you really are useless. I have had a speed problem sitting with btcare @ bt .com for over three weeks now, I got an e-mail back on Friday apologising for the slow speed but Wholesale are looking at it. I don't care who's looking into this, it could be President Obama it's not making my service any better!!!

I done a speedtest tonight a profile of 6000k at 1AM and I got a throughput of ~3500k, actual downloading and performance was much less, even Flickr pages were visibly taking time to load. Youtube I have to sit and wait to buffer, this is at 1AM, 1AM!!!

The service stinks, reps are more than useless, support don't care. BT don't care, all they want is money and thats it, as soon as I can leave I will be out of here unless the service dramatically improves. Funny thing is, who do I move to? Every IPStream ISP seems to be getting a bit of a slating of late, what does that say of BT Wholesale?

BT used to be a respectable ISP, one who you could recommend without worry. Now they are one of the worst. I can remember the time I would help users on this forum with their broadband issues, BT couldn't care less about their customers right now.

And what have you achieved by posting this ? - absolutely nothing !!. You know that they cant reply in kind and attacking them personally is just downright low & stupid.

Not a good move and one that doesnt put you in a good light at all.

Maybe so but I'm fed up of standing by defending this rubbish service. I can remember a time when the service was good and usable, now it's not. It's taken this post and an e-mail to even get a response from BT Care on the issue, the last 3 canned e-mails from them were all the same, word for word, not even undersigned by a named person.

Why do customers have to go to such great lengths to get action from BT? When did Customer Service slip right off the priorities list? I'm sorry but this has to stop. Rep's came on here and done nothing but PM me your details over and over again, what did that contribute to the overall community/forum? I can remember when I helped users, getting their details was a last resort. Now the support reps got flamed, left and we are back to square one.

I recently contacted the UK's now second largest ISP on behalf of a friend and a local LLU enablement, in a word their attitude towards their customers was outstanding. 6 months ago I used their LLU service at another exchange and it wasn't a bad service either, very little shaping, good throughput. Sadly everything BT is not. Things may have changed in that 6 months but it wasn't exactly rosy with BT back then either, now it's just getting worse.

You have a point wwwebber but you of all people should know how out of character such an outburst is for me. For almost two years I have helped users on this forum, passed their details onto BT so they can get problems sorted, without having to explain complex issues to THD. Many times have I got a e-mail or message back thanking me for helping these users. I never wanted or received anything for doing so, this I have no problem with. My problem is with BT's attitude towards customers and helping them, quite frankly it stinks.

Yes, in the past you've contributed alot here and have always been very helpful, which is something distinctly lacking in this forum of late. I was just disappointed to see that you had lowered yourself to the level of so many others here. Rightly or wrongly you have your reasons though.

Hope you get it all sorted.

Paul, i feel for you mate and unlike webber i have found you to be a great help over the 18 months i was with BT. Yes you defended them when you felt it right too and i may not of agreed with you on some points, but i have the utmost respect for you. Unlike Webber who has to defend all things BT and can not see that if you are fed up, there must be something wrong.

It must be very rose tinted, in webbers world.

You're a bitter woman who needs to stay away from forums for a while because you've got some kind of agenda or mission and it's just not healthy.

Mission, you been watching to many war films. You have the agenda, to moan about anyone saying anything negative about BT. How can someone get so excited in the defence of a utility company, its not some kind of cult

As for me, i am not bitter, why would i be? I had [censored] service said so, left for a far better broadband provider and paying half the price. Bitter? No, ecstatic that i left

Hey Paul,

I understand where you are coming from as I am sure everyone knows how annoying slow connection speeds are.

I had a chat with Emma from my team and I believe she has given you a call back earlier today. We have this one picked up and are doing everything we can to get it sorted out for you. I know we are looking at a few different approaches to getting your speed fixed so between them we should get a result.

Its cool we have a number of ways to update you on whats going on, so between good old thinkbroadband and Twitter we have you covered!

Cheers

Craig
BT Support

Nice plugs there

Do give the same dedication to the many thousands of people, that are suffering poor speeds due to throttling of service?

To be fair the reps have been as helpful as they can - atleast as far as my experience goes - they just lack any kinda real clout when it comes to getting wholesale off their [censored]... and probably further let down by oneview which seems nothing short of a disaster for something that cost 10s of millions.

But someones got to say it and hopefully with enough people complaining a few others will look elsewhere and be saved the hassle of BT.

I used to reccomend them even when the throttling started to kick in - but now I'd rather cut out my tongue than reccomend them to anyone...

The helpdesk is generally a dead end when it comes to getting anything sorted - they want to call you back and discuss it whatever the problem is - for a miracle they do actually call you back - the one time you hope a company doesn't... when the problem is obviously with BT's management of their network and bad business management theres not much they can really do to help and when you finally get it escalated to WS they just try and put the blame on you... rather than their own incompetance.

I think I've finally run out of patience with it myself - gonna give it another month or so and if its not looking up I think I'll be forced to move - although there a shortage of ISPs that will work for me... AAISP would be perfect if they just had a little more peak time allowance.