BT problems since day 1

[xontros]

Hello everyone, this is my first post, sorry that it is a nagging one. Decided to go Broadband with BT ,their site confirming speed up to 4.5Mbps for my premises. Received the pack, connected the router to the phone socket (main), the Broadband light just flashing and never being steadily green, ie no connection. Reported to the helpdesk (4p per minute- 30 mins waiting), a kind voice from thousands miles away informing me that there is fault in the line between the exchange and my premises, but the problem would be "escalated" and resolved in 3-5 days. Contacted them againin 2 days, same response. Received one e-mail with similar content. Was called 10 days after the initial day to be asked "how is my broadband after the faulty line had been repaired (??)" Of course nothing had happened and it's already 2 weeks since my account was activated that I haven't been able to even run the installation diskin my PC! I was asked whether I had another router to try to see if I was given a faulty one!!! Any advice ?(if you haven't already lost the will to read all this )

[colonel_smith]

Did you leave it plugged in as per the instructions for at least an hour??
You are supposed to leave it so it can configure everything and download updates...
As for the helpdesk,phone up the number on your bill to report a fault and you get english people,dont use the broadband option as you always get sent to india..If they try and transfer you tell them you are not speaking to anyone in india as they are useless..

[Cable Monkey]

There should be no need to transfer to India if the fault has already been identified. Time to escalate (by writing) and ask for immediate rectification and some money back on line rental.

[xontros]

I did everything by the book. Anyway after 10 days of waiting and unsuccessful contact, an engineer came at home today, confirmed that the problem is at the exchange (?), as his modem was not working either. He went there to "tweak" it, called later saying that there has to be a change of equipment at the exchange He said the problem would be fixed by tomorrow , if not i should call back. Till now no luck, but at least i have some hope now. anyway thanks for your help guys, I'll update you if I get broadband this year

[xontros]

Despite the hope I had in the last message, still no luck. Now i am told that they will replace my circuit and that it will take five moredays. Dunno what to believe It's been already 3 weeks since activation. Customer service dreadful

[triplea4uk]

Sounds like they are sorting it to me some jobs do take time.

[Cable Monkey]

Originally Posted by xontros

Despite the hope I had in the last message, still no luck. Now i am told that they will replace my circuit and that it will take five moredays. Dunno what to believe It's been already 3 weeks since activation. Customer service dreadful

Unfortunately, as a new customer who has never worked they are not as quick to sort you. I suspect they have oversubscribed and are waiting for the additional gear to expand sufficiently to accomodate you. Changing ADSL provider will probably mean the same delay even if you wish to change so patience and fortitude are your best options.

[xontros]

Yes, I guess I have no other option but to wait, albeit disappointed. I dread to think what other problems will follow, once connected. Anyway thanks for your support.

[canardo]

exactly the same problem here xontros, have been waiting since the 3rd of October

you can claim back the calls to the technical help desk if you ring this number
0800800150.

My situation has been worse than yours, they originally said it was because of a delay and would be activated on the 13th (this despite telling me it would be 24 hours and to ring if it was on for a whole week until I lost my temper with doing this and asked to speak to a supervisor, and told them they could call me as I was fed up of calling them)

Have now been fed a pack of rubbish that it is a line fault and the line cannot handle 5meg a second, and they will look into it, despite me saying I was happy for it to be regraded to a 2mbit line,

from the router logs the down attentuation is high but capable of supporting 2mbit and I believe could support faster because of the SNR margin is nice and high

I am able to connect when I use the bt_test_user@startup_domain

however not when you use the @btbroadband.com ones

Really fed up with them now as its not the delay its the being lied to same as you, and having to chase them when they allegedly will get back to you in 48 hours, I am currently at 96 hours so might call them now again, thanks for reminding me

xDSL linestate up (
downstream: 2272 kbit/s, 
upstream: 288 kbit/s; 

output Power Down: 17.0 dBm,
Up: 11.5 dBm;

line Attenuation Down: 37.0 dB,
Up: 22.0 dB;

snr Margin Down: 31.0 dB,
Up: 30.0 dB)

[canardo]

... problem at the exchange will sort it out or they will call me in 24-48 hours wonder where I have heard that one before!

Address for complaints is here

BT UK correspondence Centre
Durham
DH9A 1BT

Maybe if I put this in writing someone will act on it or at least be told the truth!

[xontros]

Called again today, after the 7 days period expired , only to be told that my line has not the capacity to handle Broadband and that they would look to replace it! However due to the backlog there is no guarantee as to when this will be done. However, "the problem has been escalated to the relevant department and is now high priority in order to be solved as soon as possible"
Does this sound fixable to you? I m not into technical issues that much, I admit. Should i just cancel? The guy of the 0800800150 had no reservation to cancel my account, he did not tried at all to change my mind. I wonder whether they care at all. I 've just lost hope, I think

[xontros]

Eventually I got connected. I thought I should let you know.Seems to be working fine Touch wood.All is forgiven.Thanks for your help.

[canardo]

A polite email to broadbandquestions@bt.com seems to have got things moving for me, had bt whole sale on the phone earlier so looks as though things are finally starting to happen

[triplea4uk]

Originally Posted by loopee

Unconstructive comments removed.

Why you flamming the whole BT it's BT Broadband your having problems with they are all seperate also your saying go elsewhere you do know they get wholesale of bt

[Skeet]

Originally Posted by canardo

xDSL linestate up (
downstream: 2272 kbit/s, 
upstream: 288 kbit/s; 

output Power Down: 17.0 dBm,
Up: 11.5 dBm;

line Attenuation Down: 37.0 dB,
Up: 22.0 dB;

snr Margin Down: 31.0 dB,
Up: 30.0 dB)

Your line should take around 5-6 Meg, in my humble opinion.

Gary (Openreach ADSL Special Faults Engineer)