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BT and their appalling technical support

Having a nightmare with BT broadband, switched from utility warehouse, tried home hub but never worked. Got fobbed off by their overseas technical team, "redial our account team", "ring us back in a few hours, our system is busy". They won't even let you make a complaint, they just shove you on hold for an hour. They were meant to send out a hub, never arrived.

Several weeks on and the problem is not resolved, nor any closer to being - and they won't provide a MAC address without charging for the full 12 months. Absolutely joke, I would never recommend using this BT for broadband. :crap:
 
Neither would almost anyone else on this forum. Too many complaints about their support system, or lack of one.
 
BT is required by Ofcom to issue a MAC address within 5 working days of request and without charge (Ofcom rule General Condition C22). However, it is perhaps a given that requesting a MAC would effectively indicate your intention to cancel the service and hence void your contract, which they can hold you liable for. In this case I’d make it clear to them that you want the MAC and won’t be immediately cancelling the service while it is contested through official complaints procedures.

You could refuse to pay anything and if you haven't used the service then that might be a good idea, though it does carry a risk of debt collection. In this instance though BT would then have to prove that you used the service, which they obviously couldn't if you’ve never connected. In this case the law is firmly on your side, provided the hub is returned upon request.

The first thing to do though is to lodge a complaint with BT's Ofcom approved complaints handler - OTELO. I'd also make a complaint to the UK ISP Association (ISPA), which BT is a member of. That will get the ball rolling nicely in your favour.
 
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Having a nightmare with BT broadband, switched from utility warehouse, tried home hub but never worked. Got fobbed off by their overseas technical team, "redial our account team", "ring us back in a few hours, our system is busy". They won't even let you make a complaint, they just shove you on hold for an hour. They were meant to send out a hub, never arrived.

Several weeks on and the problem is not resolved, nor any closer to being - and they won't provide a MAC address without charging for the full 12 months. Absolutely joke, I would never recommend using this BT for broadband. :crap:


Telephone number 0800 800 150 tell them your ending your contract thats what i did got got the ***** moving:laugh:
 
Bt are not good at all it took them 6 months getting our office landline up and running.
 
ye there phone support do's suck but the speed is good and never had a downtime apart from 1 time last week major problem at my exchange took mi about 15 phonecalls to find that out like lol.
but apart from that there net speed and downtime is top notch i say.
u could have much worse lol like fast4 lmao trust me there are worse than bt out there alot worse.
 
Stop whinging and try sorting it out yourself.
Have you tried, reseting the hub, connecting using the ethernet cable, plugging directly into your master socket, trying another computer or another router/modem if poss. It may not be a BT problem.
 
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Stop whinging and try sorting it out yourself.
Have you tried, reseting the hub, connecting using the ethernet cable, plugging directly into your master socket, trying another computer or another router/modem if poss. It may not be a BT problem.


Try being more constructive without the harsh attack.

First I wouldn't recommend using the homehub go and buy a router set it to your BT signin details and see your speed increase plus you will not then be used as a wifi hotspot by BT.
 
BT is obligated to provide you with a MAC as per Ofcoms General Condition 22. Thre are a couple of circumstances where a MAC doesn't have to be provided, for example if they can't identify you. THis doesn't appear to be the case though.

What should be considered though is that actually obtaining a MAC doesn't get you out of any contract - you will still have to pay for the duration and BT Retail is perfectly entitled to charge you.

In effect, there is no reason for the MAC to be withheld. If you have proof of when the MAC was requested and you do not have it 5 days after the request, you should report the case to Ofcom.
 
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Yeah just to update, after THREE months of no internet the problem was eventually resolved. It was a line fault, the morons were just that useless it took them 3 months and endless phone calls to work out what I knew already.

The final insult came when they refused to refund my client on his service (that he wasn't receiving) because they hadn't kept a proper record of the calls. Complete ineptitude throughout the course of proceedings.
 
Yeah just to update, after THREE months of no internet the problem was eventually resolved. It was a line fault, the morons were just that useless it took them 3 months and endless phone calls to work out what I knew already.

The final insult came when they refused to refund my client on his service (that he wasn't receiving) because they hadn't kept a proper record of the calls. Complete ineptitude throughout the course of proceedings.

Contact OFCOM BT CEO Ian Livingston and trading standards, it is bad when to win BT you have to keep a complete log of all calls who you spoke to and the conversation. It is almost a case of you are going to need to record all calls with BT to get them to do any work.

Will see if I can get a question raised about the drop in standards from BT and the need to almost record all contact to get things sorted.
 
Out of one frying pan...

Trying to sort out an ISP problem [Breathe/Zetnet, if anyone out there wants to know] whilst dealing with BTbroadband re faulty hub.

Line struck by lightning 3 July; every socket fried, every filter exploded, hub malfunctioning. I have had time to learn Hindi during the interval between first contacting BTbroadband and (finally) receiving replacement hub. DO NOT DO what they ask; every time from the boring beginning of stupid tests. DEMAND a job number, STUFF it down the throat of the next person you speak to. REFUSE to be beguiled into yet another, let's start again conversation.

BELIEVE that you will prevail; you will! ONLY BELIEVE.

Can anyone explain, however, why it is that as soon as new hub up and working (pass the ammo), BTYahoo mail ceased?

I thought that when a door closes, another opens, not the other way around...
 
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