Do you have a complaint about BT Broadband.?

[vivandorron]

If you do, it's not straightforward registering your complaint. It can necessitate your contacting by telephone a 'Call Centre' in India or trailing through BT's website to find the following:-

http://bt.custhelp.co...mail/c/2702,2705,2721

However, when you have completed the 'on-line' document, and press 'submit' you may receive a message saying "Date in wrong format re-enter using DD/MM/YY." Then after numerous attempts to get the date correct you end up (as I did after numerous permutations) realising that a date such as 20/10/2010 is being rejected but 20/10/10 is acceptable.

Incidentally, my complaint to BT reads as follows:-

" I have reported to your 'Call Centre' in India that my broadband speed has dropped from 6.3(Download) 0.22 (Upload) and is now tracking at 1.7 and 0.16.

It was my understanding from India that, within a period of 24hrs, a Technician within the UK would contact me by telephone to discuss my complaint.

I am still awaiting a telephone call or some form of action on this matter and request a response from you on the issue concerned."

It will be interesting to see what happens.!!!

Ron

[lcg]

i have a complaint about bt...they're crap! x

[boxtops]

I beg to differ. I've had BT Broadband for about three years now, and I am very pleased with the service. Speed is good, service has been no problem.

[dotty.]

I had a complaint about BT the othert day and so I rang them up, they sorted it out and then agreed to halve how much i pay each month for my brordband and vision package. No complaints at all.

[sara3]

bt are great while the service is good. when it goes wrong, they're a nightmare.

[dotty.]

No when the service goes wrong they sort it out quick sticks, no problems at all

[boxtops]

Hmm - I've had to ring india on a couple of occasions, they have been helpful and useful, they fixed my problems both times. Very patient too.

[sara3]

... if you have an hour to spare, maybe!

[craft1948]

I've had BT broadband for about 7 years...........overall I'm very pleased with them. I've had a couple of queries but they've been sorted very quickly. Now if you want to discuss crap just go for TalkTalk.

[Dodger666]

I have had BT Broadband for over seven years with only one problem when they upgraded my speed from up to 8M to up to 20M and my connection got slower. After raising a query on the BT Care Community Forum:-

community.bt.com/

I was advised to leave my Home Hub on 24/7 to enable it to acclimatise to my line, which it did. I usually get around 11Meg speed now.

I am perfectly happy with BT's service.

[AlBags]

They'll ignore it .. obviously.
You are far too nice.

[Mobius1]

This isn't a problem that's unique to BT in fairness. Virgin are much the same. The service is great whilst it's working properly, but you start to dread calling technical support if something goes wrong.

I upgraded my connection a few weeks ago from 10mb to 20mb. First they told me it would upgrade within 24hrs. When it didn't, I phoned them and they said the person I spoke to had put the upgrade on for the end of the month (despite telling me otherwise). They then told me I wasn't eligible for the free N wireless router, even though their website said I was because I'd upgraded. So after emailing them about this, they told me I was eligible and it was again a mistake on their part. Several days later, I get a package from Royal Mail Special Delivery, but what I get is a wireless N USB dongle, which I already had, instead of a router!

Pathetically useless I'm sure you'll agree. It wasn't even a problem, I actually called them to upgrade and pay them more money!

[vivandorron]

Hi folks......I would like to have known Icg the reason for the view which you have expressed quite forcibly. It's not to late to late; the thread is still spinning. :-)

In the meanwhile I wish to thank all of you for having responded with very interesting comments. It seems to be that we all have Broadband with the exception of jambos who is in a difficult position. Only wish I could make a suggestion because 'dial-up' is expensive for what is a slow connection.

Incidentally, I still have not heard a word from BT but, having just checked speeds for my Broadband, I am aware that action has been taken regarding my complaint.
( Download is now 6.2 and upload 0.19....near enough to what it was originally.)

Best wishes ....Ron.

[Dodger666]

"They'll ignore it .. obviously.
You are far too nice".

If you're referring to what I said above your post All Bags I can assure you they don't ignore your questions. A BT. If your problem is ongoing a BT Mod will deal with you via e-mail, at least they did with me.

[KARL]

I have not used BT as an ISP for many, many years because I prefer to be with others who offer what for me is a better deal. I did get a circular from them not long ago offering me what on the face of it was an attractive deal but when I enquired it turned out the monthly download limit was to be pitifully small (I had to phone because they did not mention this aspect in the circular) and any excess use was to incur a substantal fee which in my case would have put me way past current outlay every single month.

I have had an ongoing issue with BT over the past year because of another service, the terms of which were changed without any warning and then billed accordingly. When I protested they refunded the charge and we were supposedly to return to the old terms except it transpired the billing actually continued on the new terms. I then cancelled the service and yet the billing still continued. I again spoke to them and it was supposedly all sorted out but I am not optimistic that the bill which is now about due will reflect that.

In essence I agree with the sentiment expressed here that BT are extremely poorly organised and that the left hand does not know what the right hand is doing. Add to that that a lot of people regard their phone (and no doubt internet access too) as something they simply use and pay for without checking anything then my suspicion is that there is a lot of undetected mess in BT's dealings with huge numbers of customers.

I am genuinely pleased for those who have been well dealt with.

[vivandorron]

Hi KARL.....You have good reasons for being disappointed with BT and, unlike Icg76, have submitted details in support of your views. However you have not told us with whom you are at present. It would be interesting to know and to see if other ABers have anything further to say on the issues concerned.

I signed- up for BT broadband on an assurance that my minimum download speed would be 5.0 and, up until a week ago, this has been so. BT has not replied to my E/mail but have put me back into the position I enjoyed, prior to what I think was a problem which covered a large area of the UK. Consequently, with speeds in excess of 6.0 I don't feel I have any reason for further complaint. Having said that , today, my download speed has dropped to 5.2 However it's still above the original estimate of 5.0. and I anticipate that it will go up again above 6.0.

Best wishes....Ron.