In reply to a post by MHC:

He was texting away on his Blackberry hidden under the table. You thought he was looking down at his papers .

In reply to a post by niknar:

The point is though you shouldn't have to go to that extreme.
BT need to get customer services sorted out. They treat Infinity and adsl as the same thing.
I was on the phone again tonight, another "high level" engineer booked for tomorrow.

Indeed you shouldn't, c/s should be able to sort things out but they don't always seem to be capable of doing so. I think if I had a problem with my infinity I would go to BTCare on this board first rather than get on the phone to someone I may or may not be able to understand.

Hmm, A little disturbed at your comments.
When you - whomsoever you are - feel so disappointed at the service you've received, and find yourself repeating the problem details ad nauseum, then you have little faith in the "next" stage. I have found over the years that the threat of "going to the top" or actually doing it works wonders. Your comment about the poster's naivete if he thinks his letter is actually read doesn't stand scrutiny, as I and so many others - after complaining to the top man - get our problem resolved.
Perchance it is the intervention of the ISP Fairy, and not the top person that gets the problem solved?
Cheers, Les.

My thoughts exactly, and my experiences - especially with S*y - show that it pays to go to the top man.

I have sent my details to BTCare, no response as yet.
Another engineer was booked for today 8am-1pm, didn't show, another wasted morning.
Tried calling CS, their really busy and not taking calls. ho-hum

Got through to level 2 CS, after pulling a few teeth I finally got a bit of info.
They tell me that the network team have been running hourly speedtests.
My connection is running "hot" and the speedtests need to be completed so they can pass it on to the complex fault dept.

Does that make any sense to anyone ?

Edited by deleted (Tue 24-May-11 14:23:23)

To contact BT_Care you need to use the email link they give in the profile. If you PM'ed them you will have to wait till one logs in here.

Running "hot" usually refers to the VPs (Virtual Paths) within the exchange, which I think means one or more links within the exchange to the main backhaul are congested. A check you can make is this one, but I don't know how up-to-date it is these days. Also a VP can run hot, but not so badly as to appear on that checker, nor bad enough to cause BT to upgrade it.

Thanks, that explanation seems to make sense to me, even though I'm totally clueless about all this network mumbo jumbo.

CS have just been in touch, and asked me to monitor my speeds and they'll call back tomorrow.
Here's hoping.

and yes, I used the email link for BT_Care.

Nope top man's secretary saends issue to the HIgh Level Complaiunts team who then send issue to certain uk based sites whoi deal and sort issue tell HLC who tell secretary who then tells the customer.

MId Level Managers hahahahhahahahahahahahah

try very experienced GRUNTS

In reply to a post by geordiekris:

Nope top man's secretary saends issue to the HIgh Level Complaiunts team who then send issue to certain uk based sites whoi deal and sort issue tell HLC who tell secretary who then tells the customer.

But the point is the message comes from above rather than below. So it is highly probable more effort goes into solving the customer's problem, as the result is returned through the same channel.

If the customer then replies showing that the issue remains, even in BT there could be a bit of trouble for the ones who said it was fixed.