I know how Anonymous feels, BB is fine when it works and when the support team is helpful, but so frustrating when one is left in limbo.

(1) Ranting won't help even though you're understandably angry. There's no short cut when things get to this stage. Take a deep breath and follow the following:

(2) You must complete the ISP's complaints procedure. I don't see one on the BE site but then I'm not a customer. Head your letter Formal Complaint, set out your grievance in short factual terms without comment, eg (a) I complained to ???? on (date) regarding (fault detail - persistent disconnects or whatever). (b) the problem persisted in that I had (??? disconnects) in the period (dates) (c) I complained again to ???? on (date) (d) it's no better so I require (?????? to leave - compensation - whatever).

(3) Email your letter and recorded post it snailmail to these addresses: [email protected]; and Compliance Officer, Be Un Limited, BE House, 62 Lancaster Mews, London W2 3QG. Keep copies of all communications.

(4) If they do not reply or if you are not satisfied you should complain to Otelo. Otelo cannot act until eight weeks after the ISP complaints procedure is exhausted. After this period you can complain online to Otelo, or they will take it over the phone. I found them very helpful and my problem was resolved eventually with a refund from the ISP and payment of compensation.

I hope this helps, and good luck!

In reply to a post by BatBoy:

There's a Contact-us form on the website where you can direct it to the Complaints Dept. if that's a bit more up-to-date for you.

I have used the contact us form from their website on a few occasions when I was trying to see if BE was available at my exchange and as yet still haven't had a response, so I used the form to complain about this on two occasions and haven't heard a thing, I think the person who advised sending letters had the best idea, oh was that me!!!!?? lol

Emails are too easy to get "lost" in cyberspace, I advise pen and paper everytime, that way if you do have to go to court you have all evidence straight away, which most companies won't have, so the judge would see this in your favour to start with!!

In reply to a post by TheBadgerUK:

In reply to a post by BatBoy:

There's a Contact-us form on the website where you can direct it to the Complaints Dept. if that's a bit more up-to-date for you.

I have used the contact us form from their website on a few occasions when I was trying to see if BE was available at my exchange and as yet still haven't had a response, so I used the form to complain about this on two occasions and haven't heard a thing, I think the person who advised sending letters had the best idea, oh was that me!!!!?? lol

Emails are too easy to get "lost" in cyberspace, I advise pen and paper everytime, that way if you do have to go to court you have all evidence straight away, which most companies won't have, so the judge would see this in your favour to start with!!

It's odd because I never have a problem contacting BE, I just raise a ticket on their support site, or even ring them up on the 24-hour free phone number.

Not OTELO but CISAS for Be! http://forums.thinkbroadband.com/general/t/3978741-r...

The nasty fact that DSL will disconnect due to noise is a fact, and no provider can guarantee you no disconnects in a 24 hour period.

if it is just 1 or 2 disconnects a day, then almost any ISP will say

1. OK we can slow your service down to try and improve stability, I presume you have adjusted the target noise margin to see if this helps
2. Not much we can do, so its stay or try someone else.

If you are seeing 10 or more an hour then it is something more to be investigated.

Generally if one website is down for you, and others on the same ISP are saying it is working then it suggests not an ISP issue, but perhaps something else odd.

As already posted by XRaySpex, it's all there in black and white

In reference to www.bethere.co.uk/web/beportal/codeofpractice:

How do you complain?
In the first instance please contact one of our member services agents by telephone on the number set out under �What is our member services philosophy?' or by submitting a ticket to the online member services centre. Please note that calls are free of charge from a BT landline (although call charges may vary from other networks). We will acknowledge your complaint within twenty four (24) hours and will try our best to respond to you within ten (10) working days of receipt. If you wish to register a concern or complaint about your Service or our handling of your Service complaint which has not been resolved to your satisfaction by our member service agents after this time period, please do so in writing, with full details of the issue(s) you are facing, reference numbers if you have previously corresponded with us, any relevant date(s), the names of any member services agent(s) with whom you have previously spoken on the issue, your contact details (including telephone number, email address and mailing address and your Be account information), by email to [email protected] or sending a letter to:

Member services team
Be Unlimited
Be House
62 Lancaster Mews
London
W2 3QG

Be are committed to resolving any concerns or complaints received as quickly as possible and will acknowledge your email within twenty four (24) hours or your letter within forty eight (48) hours of receipt and will investigate your issue fully and respond to you once we have a considered response for you (usually within ten (10) working days). Once you have our response, and if your concerns have still not been addressed, you may escalate the problem to Louise Kirlew, our Head of Member Services, by sending her a letter to the address listed directly above this paragraph or email her at [email protected] (including all the details requested above). She will acknowledge your email or letter within forty eight (48) hours of receipt and will try his best to respond to you within ten (10) working days of receipt.

If you would like to further escalate your complaint, please address your letter to Felix Geyr our Managing Director, at the address listed directly above or email him at [email protected]. He will acknowledge your email or letter within forty eight (48) hours of receipt and will try his best to respond to you within ten (10) working days of receipt. You may also choose to escalate your complaint to CISAS (see contact details below).

If your complaint is then not resolved in a satisfactory manner and you have either received a "deadlock" letter from us confirming that no resolution can be reached or twelve (12) weeks has passed since we received your complaint, then you may refer the issue(s) to CISAS (The Chartered Institute of Arbitrators who run the Communications and Internet Services Adjudication Scheme see contact details below). CISAS is an independent alternative dispute resolution scheme which Be has joined to help resolve any complaints made by residential (Be unlimited, Be value and Be lite) or small business (Be pro) members about Be or Be's Services where Be is unable to reach a satisfactory settlement with a member as set out in this Code. Please note that CISAS will not adjudicate if a member has not first utilised Be's internal complaints procedure in full. If CISAS does deal with your complaint then an independent adjudicator will decide how your issue should be resolved. Once you have referred the problem to CISAS any good faith offers Be may have made in relation to your issue(s) will lapse.

Below are some useful contact numbers:

CISAS
24 Angel Gate
City Road
LONDON
EC1V 2PT

Tel: +44 (0)20 7520 3827

Email: [email protected]
Website: www.cisas.org.uk

Ofcom is the independent regulator and competition authority for the UK communications industries

OFCOM
Ofcom Contact Centre
Riverside House
2A Southwark Bridge Road
London
SE1 9HA

Tel: +44 (0)30 0123 3000 or +44 (0)20 7981 3040
Fax: +44 (0)84 5456 3333

Email: [email protected]
Website: www.ofcom.org.uk

ISPA
Internet Services Providers' Association UK
23 Palace Street
London
SW1E 5HW

Tel: +44 (0) 870 0500 710
Fax: +44 (0) 20 7233 7294

Email: [email protected]
Website: www.ispa.org.uk

As far as I'm aware, Louise Kirlew is still at BE

There is also complaintsATbeunlimited.co.uk

Also, the OP could try chrisDOTsteningATbeunlimited.co.uk for BE's new MD instead of Felix Geyr. Felix is now Head of Home and Broadband at O2 UK

Tbh, ADSL2+ just doesn't suit some lines, BE will happily swtich to ADSL2 or ADSL though upon asking

Edited by nredwood (Sat 12-Mar-11 18:11:01)

The website is contracted out to a web development company in India and to be completely frank, they are useless
You would not believe how difficult it is to get something so simple as a website updated

As for getting banned from the forums, a few others have been for just such reasons as the OP has stated. Can usually be overturned by appealing to the Forum Manager - Deyan Atanasov

PRODISC

for one you where banned for a very good reason and for two the problem is with you
and not BE

In reply to a post by BatBoy:

My point is that as you are having a problem but I am not, the problem is not with BE but with your connection to the exchange.

Either there is a line fault somewhere between you and the exchange, or there is a problem with your internal wiring.

It may even be a problem with the Bebox.

If you want to get it sorted out, this site can help you. However, if you just want to complain I suspect you may be banging your head against a brick wall.

I SECOND THAT

?

Haven't been on the forums for a while (PC keeps crashing due to a hard drive issue and it annoys me that the BE forums mark all posts as read when you log out - intentionally or otherwise! I like to read all posts )

If as the OP here, you are PRODISC then I seem to remember that at one point you were pushing your line too hard

1 - 2 resyncs on my noisy line is not unusual - I rarely have an uptime of more than max 5 days. It's a BT copper issue I can do nothing about, so until it gets worse I just have to live with it. Fact of life

RouterStats Lite (useful example plots here: http://vwlowen.co.uk/internet/routerstatshelp/exampl... ) helped me diagnose an issue for BE to get BT out to replace the dropwire. Up until that point, the line was a lot worse and it took a lot of effort and persistence to get that far. As long as I have a sync done after dusk, things stay fairly stable now on 6db with gaming mode, but I don't think I'll ever gain that extra 2Mb I should have

Uptime: 1 day, 18:59:14
Modulation: G.992.5 Annex A
Bandwidth (Up/Down) [kbps/kbps]: 1,304 / 8,531
Data Transferred (Sent/Received) [GB/GB]: 2.03 / 5.84
Output Power (Up/Down) [dBm]: 12.0 / 18.5
Line Attenuation (Up/Down) [dB]: 18.5 / 36.0
SN Margin (Up/Down) [dB]: 6.0 / 6.5
Vendor ID (Local/Remote): TMMB / µ
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 1,096 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 144,611 / 1,496
HEC Errors (Up/Down): 82,539 / 685