Seems like BT Retail have amended your account details (number, address and faults) and activated vdsl broadband on your line again but the root cause of the fault remains, this requires work to be done at the exchange to hopefully rectify the problem?

It's a HR dis.

Going the noisy line route as that is what has been suggested elsewhere on this forum (and it is a noisy phone line, making calls untenable when the fault is on). But it is also borking my Infinity connection.

So the latest is: Submitted a detailed complaint about the missed appointment Tuesday evening. Promised that I would get a call back on my mobile Wednesday afternoon with an update.

Received SMS saying fault had been cleared at 0830 Wednesday morning. Possible that the engineer had found something Tuesday afternoon, but he hadn't left any message for me as he had promised in his phone call when he missed the slot.

No call on my mobile from customer services Wednesday PM, but had a missed call received on my landline (no surprises there then!).

Spent 25 minutes trying to get through to 151 this evening to get the update I should have got on Wednesday. All I got was an offshore call handler trying to persuade me to close the fault (I have had no noise since Wednesday, but that is not unusual for this intermittent fault).

So I pushed for the update on my complaint. I was told that the last note on the file says I was spoken to on Wednesday and that I had accepted that the fault had been cleared. WHAT A LIE! Now I suspect that they deliberately called my landline instead of my mobile. Also the complaint had been recorded as having been made on 28th May, rather than on 8th July!

Now I am even more livid. These dirty tricks are going to result in a complaint to the execs office. Even if the fault is in fact fixed this behaviour by their 'customer service' staff is unacceptable and needs to be addressed. Clearly making a complaint to anywhere but the execs office is just ignored and covered up.

Well this has been denied by those who visit me.

It appears that if it's a noisy line all they are authorised to do is a listening test - which is no good for an intermittent fault that's not on at the time.

Possibly sub-contractors

Tell me about it. I have had BT mark two reported faults as closed simply because I contacted them to query why it was taking so long. When they eventually phoned back I again told them it was still ongoing with nothing done by them and immediately after another fault report was marked as closed on my fault tracking page. It seems that they are so busy now that they are just closing fault reports will nilly, whether this is now policy or just bad staff, who knows.. Seems Like I am going to have to go the CEO route again as dealing with 'standard' BT support is a complete waste of time and one of the most frustrating experiences I have had with any ISP support service,.

I don't know what to believe anymore.

I don't know if there is a master record needing updated. I don't think I can find out the truth about much right now. I don't know if jumpering at the exchange is necessary it might be the truth but I don't know for sure. I don't know if it's a crossed line type fault because again I don't know if what I've been told is mostly a bunch of lies. My experience is that people in BT's UK team are very creative story tellers and at times they aren't too concerned about the truth.

Someone decided to react in a spiteful way by having a restriction placed on my broadband account not long after I posted my damning post about BT on here yesterday. I spoke to a UK support agent about everything and he was shell-shocked at the broken procedures I was explaining to him. He also tried to assure me that a restriction had not been placed on my broadband but he had only limited access to BT's systems so how could he possibly know what was possible by those who had accomplished it. It appears the restriction was placed without leaving a trace but even if whoever is responsible could be traced I doubt I'll ever get to find out about it.

The restriction was lifted soon after my call to the UK support team but I wonder how many other customers people in BT have maliciously restricted to in the past. It's very likely those customers can only talk to BT's offshore team and it's unlikely they would know to make a complaint to get a UK person involved. If my only option was to contact BT's offshore team like virtually every other BT broadband customer I have no doubt I would have eventually ended the call in frustration with no hope of the restriction sorting itself out.

They shouldn't be allowed to torture their customers by spitefully restricting their broadband account. I am very upset about the whole situation and I will be requesting an investigation.

Also, I don't post all that I know about my situation on here more I try to find out the truth or just talk about what I think is wrong.

One thing I haven't mentioned that I probably should have dealt with sooner is that my broadband might be stopped soon. A broadband cease order was placed a few days ago and I don't know if they plan on going ahead with it. It is scheduled to stop on the 15th of July.

After what happened yesterday I'm thinking I need to sort it out urgently.

A big problem in BT is that their people believe customer problems are being handled appropriately because they are dealing with these problems in accordance with BT Retail, BT Wholesale, Openreach's standard procedures. Most people in BT that could help are so caught up in the systems that they don't care about how the customer has been treated or that the customer has suffered the problems for a long time. My UK case handler essentially told me so which as you can imagine I was very surprised to hear such an admission.

I asked him if the BT Retail, BT Wholesale, Openreach systems were more important than the customer and while I expected a guarded answer he answered yes and explained why that was the case. Essentially when it comes to the support procedures the appropriate systems can only be blindly followed, there are no short cuts, speedy escalations, or work arounds, regardless that the customer has had to suffer broken support for weeks, months or even years.

My UK case handler explained to me that my engineer could be reprimanded because he should not have come over to my house after my neighbour had explained the situation to him. He was supposed to walk away without doing anything.

If anyone on here can stop my engineer from being reprimanded I'd like to hear about it.

Edited by deleted (Fri 11-Jul-14 09:51:44)

Incidentally, just having re-checked the samples I was given, strictly in my experience, they are IDCs (Insulation Displacement Connector); rather than true Crimp (Compression) Connectors.


I accept however, that in working terms, replacing/superceding the typical, blue-shrouded, Crimp Connectors, the terminology has been continued for working convenience.


As effectively IDCs, they avoid the need to strip any insulation, with the minor nicks weakening the wire that so frequently occur in such stripping operations, even when using strippers.