My BT Total Broadband Hell
For the past two weeks I have been without broadband, and as a web designer this has been hell. Having to rely on other broadband supplies, I have managed to get things done, but not as efficient and to my usual standards.
It started with a call from a salesman asking if I wanted to upgrade and get it cheaper. Why not? I’ll tell you why.
My Broadband was cut off. I rang technical help and I was asked to take several actions. Turn off the modem, plug it into the main telephone line and so on, until I mentioned I had agreed to an option upgrade. Oh, he said, “it’ll be back on in 24 hours in that case”. Monday came, still no internet, so I rang again, I was then told it was set to activate on the Wednesday. Fine.
Wednesday came and still no connection, and another call was placed, but this time to Sales to tell them I wished to cancel my upgrade as my broadband account was still not connected. The reply was a flat “NO, unless of course you want to pay the remainder of the contract that is”. I told him as far as I was concerned the contract hadn’t started as there was no Broadband. The Reply was that according to their system it was activated, and they put me through to technical support.
So again, I was unplugging the modem, plugging it back in and no joy. They said it could be a line fault and put me through to that support team, who said they would send out an engineer. Result or so I thought.
Monday came round again, still without Internet.
I rang the number the line support gave me, entered my phone number and a recorded message told me that the case had be resolved and closed. Which of course I knew was not the case.
Back to the start of the process, but in the mean time the database at BT must have updated itself and they could now see on my file that I had been tackling this problem for the past week and a half, and in the matter of 10 minutes was back on to the line with the fault team being told they would look at the exchange again. Wednesday came and went, still nothing.
Finally, on the Thursday they agreed to send out an engineer on the Friday. Great. Knowing that the problem wasn’t at my end they came out checked it out and said, “Nope, no fault here” and off he went to the exchange, 30 minutes later the engineer called to say that when they upgraded the option, they must have thought it needed doing at the exchange and then half way through the upgrade realised it didn’t need it then never put it back. Typical. I’m happy to be back online (after two long weeks) and BT agreed to credit me for the time not being connected, but not being happy with the service I won’t be staying with BT Total Broadband once the contract has expired.
