<Dubbs>
Guest
BT turns up Tuesday and finds problems at the exchange, fixes the problem and gets the router installed. They run a test, prove basic connectivity and then leave me to it. I configure the router for my acess and then the thing doesn't work, below is the current dossier of events after that:-
26/09 10:14 - Call Nildram and speak to John. He asks me to do several things including resetting router and resetting PC, being a network consultant by trade, I know this is making no difference but do as told, obediently!!
26/09 18:45 - Call Nildram to chase and they are contacting BT to chedck their end. Informed that BT are being "difficult" to say the least and this isn't uncommon
27/09 10:00 - Speak to Tim at Nildram who is getting an update from BT and calling me back, they tried me last night to give me an update but couldn't get through, he didn't know what update was but would get back to me asap with it.
27/09 11:15 - Helen from some other part of Nildram calls to ask how the ADSL went...DOH! I let her have it, politely as I'm a gentlemen and she said she would escalate and look into
27/09 17:15 - John calls to tell me BT think they've fixed it and can I test. Being in a meeting I said no but can they test it remotely. He couldn't ping router but said this was likely to be normal and that BT won't accept anything less than me going to the machine and testing... I did but didn't get home until 23:30 from work so too late to call.
28/09 09:30 - Called Nildram and spoke to Nick calling BT to chase and they're not admitting a problem.
28/09 14:10 - John has spoken to BT and they have FINALLY admitted a problem and are looking into, he is getting back to me with an update as soon as he gets one... I'm not holding my breath.
This all poiints to ****-poor service and I'm infuriated with it. Top marks to the Nildram support staff who are doing a great job at keeping me informed and taking ownership of the call but BT ARE CRAP!! The worrying thing for me is that BT obviously have culture issues over dealing with Nildram as a customer and I don't want whatever issues they are ending up giving me crap support. I've rung up Nildram and told them that if I don't get a quick resolution then I will see this as indicative of the overall service I can expect to receive using ADSL from Nildram-BT. In which case, they can all stick it up there proverbial rear-ends. I was told they weren't sure if I could terminate an ADSL contract once it had been signed...
I'llkeep this up to date with the saga...
26/09 10:14 - Call Nildram and speak to John. He asks me to do several things including resetting router and resetting PC, being a network consultant by trade, I know this is making no difference but do as told, obediently!!
26/09 18:45 - Call Nildram to chase and they are contacting BT to chedck their end. Informed that BT are being "difficult" to say the least and this isn't uncommon
27/09 10:00 - Speak to Tim at Nildram who is getting an update from BT and calling me back, they tried me last night to give me an update but couldn't get through, he didn't know what update was but would get back to me asap with it.
27/09 11:15 - Helen from some other part of Nildram calls to ask how the ADSL went...DOH! I let her have it, politely as I'm a gentlemen and she said she would escalate and look into
27/09 17:15 - John calls to tell me BT think they've fixed it and can I test. Being in a meeting I said no but can they test it remotely. He couldn't ping router but said this was likely to be normal and that BT won't accept anything less than me going to the machine and testing... I did but didn't get home until 23:30 from work so too late to call.
28/09 09:30 - Called Nildram and spoke to Nick calling BT to chase and they're not admitting a problem.
28/09 14:10 - John has spoken to BT and they have FINALLY admitted a problem and are looking into, he is getting back to me with an update as soon as he gets one... I'm not holding my breath.
This all poiints to ****-poor service and I'm infuriated with it. Top marks to the Nildram support staff who are doing a great job at keeping me informed and taking ownership of the call but BT ARE CRAP!! The worrying thing for me is that BT obviously have culture issues over dealing with Nildram as a customer and I don't want whatever issues they are ending up giving me crap support. I've rung up Nildram and told them that if I don't get a quick resolution then I will see this as indicative of the overall service I can expect to receive using ADSL from Nildram-BT. In which case, they can all stick it up there proverbial rear-ends. I was told they weren't sure if I could terminate an ADSL contract once it had been signed...
I'llkeep this up to date with the saga...























