Unable to chase up a Broadband fault with BT.

Logged a fault with BT yesterday afternoon (17:00 hrs). They admitted the fault was theirs (externally) after the usual checks on router, filter, Master socket, et al. Promised it would be back by 21:00 and they'd ring to check all ok. It wasn't. They did ring at 23:00 (!) and again promised it'd be back on next morning (today), before 09:00. It wasn't. Called to check, promised mid morning. You've guessed it, a big fat nothing. Calls to the same number we dialled yesterday are now redirected to an answerphone.

Has BT run out of people, or is there some other more sinister reason why they won't answer their phones?

In reply to a post by G0AOZ:

Has BT run out of people, or is there some other more sinister reason why they won't answer their phones?

Sinister?

That's a very powerful word.

Do you mean that they may be being controlled by the CIA, who are out to get you?

Edited by RobertoS (Tue 09-Aug-11 22:24:55)

..... more sinister reason ......

Nah! that's just the way with BT CS at times I suppose

Mind you they're not the only ones with poor CS.

Hi G0AOZ

I have just seen you post and can look into this for you if you want. Just send your details to me via http://bt.custhelp.com/app/contact_email/c/4950

Regards David

Thanks David. Have sent relevant details as per the link provided.

After numerous phone calls I'm pleased to report that the problem has now been resolved. A BT engineer visited the (home) premises and changed the router for a BT Home Hub v3.

Since the original router works fine elsewhere, a replacement gave the same results, I'm suspecting BT made an undocumented change of ADSL logon details.

The Home Hub requires no username or pasword to be programmed in, so I'm assuming this information must be in the Radius server under the telephone number to which it's attached. Is that right?

In reply to a post by G0AOZ:

After numerous phone calls I'm pleased to report that the problem has now been resolved. A BT engineer visited the (home) premises and changed the router for a BT Home Hub v3.

Since the original router works fine elsewhere, a replacement gave the same results, I'm suspecting BT made an undocumented change of ADSL logon details.

The Home Hub requires no username or pasword to be programmed in, so I'm assuming this information must be in the Radius server under the telephone number to which it's attached. Is that right?

?
You say the problem has been resolved, ie fixed.

Yet you also say the replacement hub does the same thing, so it isn't fixed.

???

I have had problems with BT on my 2 home lines. Long story cut short: While BT were here, he moaned about his wages - so - friend hired him to do work and only charged £100. Great - for her.
Meanwhile, here, he borked my line up to lower than I had.
He got 0 sheckels off of me. I never had such a crepe service by a runt before. Next time I shall place my brain in gear, it shall be for a very good reason. Enough said there.

I been waiting for 2 weeks now with a dead phone. They keep telling me a fix date then keep putting it back. Saw trucks working on the line no thursday but phone still dead and no trucks there today and they saying monday is fix date. Apparently alot of others off in village too.

BT are like the Government, completely unaccountable but then again there's no real competitors as even if you go for an LLU setup the copper coming into your home or business is still rented by the LLU provider and only Openreacj can carry out any work on it.

So there's no commercial pressure on them, I might have been tempted to kill the DD mandate though and pay half your bill via their site.

When they contact you just tell them you are paying for the proprtion of service you have received.

On second thought probably not the best idea as they would probably murder your credit rating.

Best just ring up several times a day and badger tham till they fix it and get your neighbours to do likewise.

If it goes over 8 weeks complain to Ofcom, I bet they wouldn't allow a corporate account to be without service for 2 weeks.

Absolutely dreadful that this kind of caper is allowed in 2011.