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BT problem.
Some months ago i had trouble with low speed internet speed. Advised by BT to upgrade to fibre,where i would get up to 50mp. During the summer it has been working great, BUT now that the wet weather is back my speed is below 5mp.
Engineer called today and said fault was with the copper wire from junction box 500mts away,as fibre only goes to junction box. Can't fault engineer he was very thorough checking from street boxes all the way back to junction box. I was not present when he left,but had an e-mail saying problem fixed.Checked my speed,still below 5mp. As the problem is with outside wiring,would there be any point in me changing supplier,or would it be better if i moved house.:icon_lol: |
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I changed supplier and was told I could not have their version of the fibre optic contract because there was not a fibre optic cable anywhere near our house!! Not only that but the new provider can force BT to clean up the line as they obviously done want to take on a problem line. My new provider provided me with a report on the appalling service and mis-selling by BT of fibre - and I was able to make a complaint that was upheld and I received nearly £700 back. As a consequence I NEVER recommend BT. The engineers are great - after all it was Openreach that were “employed” by my new provider to sort out the mess. But the sales department and overall corporate honesty of BT is shockingly low to nonexistent. I recommend switching. We went with Utility Warehouse and so far they have been very good. |
Thanks for reply, i have only just renewed my contract with bt football so may not be able to cancel my contract. Do you think i would have a case for cancelling contract as they are not supplying what i am paying for. Anyone else please be free to offer advice.:smiley:
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Go back to Openreach, it is not BT :)
Tell them the problem still exists Alas their call centre staff are not up to much, I'm ex Openreach and had the devils own job convincing them our hub was duff. Any way you could try an email to the CEO [email protected] Changing BB provider may not help as you may still be fed via Openreach's network macafee2 |
My advice would be to keep it simple.
Remove all extensions etc. from your master socket and connect the hub directly to the master socket. Power down and up the hub, leave it working for a couple of hours. Then call BT - the normal Consumer desk and not Openreach. They will do remote tests and book another engineer visit if necessary. Networks are now extremely complex and sometimes problems are fixed and then return. It's a bit like diagnosing fueling issues on a modern diesel. IMO going to the CEO is way OTT - people need to relax a bit and work with other people who are usually doing their best to hep you. If you wish to bypass the BT network altogether, the only option really is Virgin fibre or one of the coax networks if they are available in your area. |
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macafee2 |
Those are bad internet speeds for this day and age saying almost everything is done online.
No Virgin media there? I have their basic broadband package and consistently get over 100Mbps. http://www.speedtest.net/result/7854848343.png |
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I completely agree with the CEO route. Years ago we had phone and broadband through virgin, but on the BT network, it was fine at 1st, but after a couple of months the speed dropped to less than 1mbps (often as low as 0.1mbps) and would often drop out completely for hours. Each time we phoned the help desk they'd get us to do the same checks again and again, then ask us to leave it for a few hours and if it hadn't got better call back and explain and they'd see what else they could do. Every time it didn't get any better and when we called back and explained, they insisted we went through the same tests as we'd already done, again and again and again.
This went on for a few weeks, and in the end I got home from a nightshift and had something online I needed to pay, and the internet was again ridiculously slow, then non-existent! I had Just enough of a mobile signal to send off an email to the CEO of virgin media, and within hours I had a call from 1 of his secretaries, refunded the money from the last 2 months, and an engineer came out the next day to have a look. Unfortunately they couldn't seem to find the issue, and so they gave us some compensation and let us end the contract before it was up without any further payment. We moved out within a few weeks so don't know if it ever got sorted. |
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Morning Phil, Dear me! those speeds are no better if not worse than the old dial up days. :eek: |
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Virgin isn't always the answer - we have it at home (full fibre optic cable to the house) and it was brilliant 5 years ago with 150mps+ pretty much all the time but now it's very hit and miss despite being checked by a Virgin Engineer. It occasionally gets to over 100mps but is more usually around 50 and the hub struggles with more than 3 users. The 'solution' apparently is to turn the hub off overnight but to my mind that's not a solution it's a a bodge.
On the other hand at work I have BT broadband which arrives by a copper cable from a nearby telephone pylon - 40mps pretty much all the time, admittedly it is only me using it but even so. It depends a LOT on where you are and how many other people are connected I suspect - which is probably why my home Virgin service has suffered over the years. |
Just checked my speed,3.5mps. When i first had trouble with my broadband i was asked to upgrade my router,after a while had same problem.So then upgraded to fibre as suggested by bt. Now i find out that the problem is with the copper wire from junction box to the house,as fibre only goes to junction box.
I may not be well informed about the technicalities of broadband but i should imagine that the fibre was already in junction box and all they have done is connect my copper wire. So they have charged me twice to upgrade,but i am still using the faulty copper wire. Bit of a rant i know,but to add, we have just had what the yanks call an outage with our electricity for 2 hrs and i missed bargain hunt.:icon_lol: |
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At least you're back in time for Antiques Road Trip :D |
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I am aware that Openreach owns the network and it is operationally separate from the rest of BT. But, end customers do not have a relationship with Openreach, only with the service provider arms of BT or another service provider that uses the Openreach network e.g. TalkTalk. If an end customer tries to go directly to Openreach, they may be redirected to the service provider, where they should have gone in the first place, or if OR do entertain the call and take some action your Service Provider's systems (i.e. BT Consumer's or TalkTalk's etc.) may get out of alignment in terms of the data relating to your issue, progress towards resolution etc. on their agent/customer facing systems. As for going to the CEO after just one engineer visit, personally I don't think it would ever be justified. All it achieves overall is an increase in the cost of serving customers and ultimately higher prices for us as customers. The principle that I always follow is to de-escalate and aim to achieve resolution at the lowest possible level in any organisation. Unfortunately, the world is full of people who think they must have the answer now and who rant when they do not get what they want straight away. Ask anyone running a service business such as a lawnmower repair shop and you will see what I mean. So it really depends on what sort of person each one of us wants to be. Personally, I would like those individuals attempting to provide a service to me to be happy bunnies and to go home feeling that they have dealt with a nice person. I never fail to get what I want! |
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This not questioning what you are saying - I am just trying to understand and help, so please bear with me. :xmas-smiley-008: The current problem is not necessairily the same as your original problem. Unfortunately, dry joints and moisture relted problems with copper calbes are not predictable so one such problem could occur after another. Being upgraded to fiber is not simply a case of connecting your telephone line to a fibre at the cabinet. There is a lot of very complex work that needs to take place in the background. My personal recommendation (as previously) is to call up the BT service desk and if the next visit does not resolve the problem then raise a complain with BT (Consumer). |
Think yourselves lucky you don’t live in rural Norfolk.
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I think myself lucky for not living anywhere in Norfolk! :laughing2::laughing2::laughing2: |
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This tripe of not contacting the CEO is rubbish. How can it possibly increase costs. CEO' s are ultimately responsible for everything that goes on. The buck stops there. Do not hesitate to contact them
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opps yes you are quite right I'd forgotten service providers. see what a year out does. I apologise You do indeed ring your service provider to report a fault but if not repaired no harm in contacting the Openreach CEO. macafee2 |
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Contacting the CEO can provide that key individual with the reality of the situation he or she may be isolated from. I can seriously see no good reason to keep them in the dark about the genuine reasons you are dissatisfied with the service their company is providing. |
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But you have lovely weather and beautiful animals, that's the trade off. |
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“I respond personally to customers for two reasons,” says BT CEO Gavin Patterson. “Firstly, because I want to set the right tone – customers pay our salaries and dividends, and without them, we haven’t got a business. As CEO you can say that, but unless you act on it people don’t believe you. Second, customer emails are also a source of insight into what’s going on in the business. I’ll spot trends I haven’t necessarily been told about or other people haven’t noticed. “It’s very easy for people in senior positions to become detached. In as many cases as I can, I’ll personally reply, acknowledging the complaint and forwarding it to the right person to ensure it gets fixed. You have to have a tough skin – I treat aggressive, swearing emails no differently. If there’s a problem, we’ll aim to fix it as fast as we possibly can.” [email protected]. |
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I am happy for an individual to have the opinion that my opinion is tripe. But, it would help if they were to actually read my expressed opinion, which was Quote:
It is often the case in organisations that some people will always escalate to the top of the management chain to get what they want. When that has happened to me, I have always taken pleasure in pointing out that their action was a strong indication of their inability to influence people positively and was thus a failure on their part. :xmas-smiley-008: Quote:
Suffolk is far enough to be safe! :icon_lol: |
As for going to the CEO after just one engineer visit, personally I don't think it would ever be justified.
Now that all depends on what happened on that visit doesn't it. If the customer was left very dissappointed, no matter how many visits one is perfectly justified to contact the CEO. My main point was your claim it increases costs to which I haven't seen any evidence. Reading the entire thread most agree contacting the CEO is a good idea. I rest my case |
Ongoing saga,tried speed test this morning 44mps,pleased with that. Tried again 2 mins ago,17mps,flashing router lost connection and message "Your connection is not private."
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Complaints are a good thing
A company can learn what is going wrong and put it right. That saves money
Where service is so bad that a letter to the CEO is justified then any competent person, CEO or otherwise, should be able to see that if a systemic problem within the organisation gets sorted, then the savings to that organisation will be substantial. A complaint is an opportunity to learn and to improve. Keeping the lid on complaints is toxic. A huge mistake. |
I think my next step is to get in touch with the CEO.
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I hope you people are not with O2 for your mobile contracts - the poor CEO would be losing the will to live!
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As previously stated, going to the top at Virgin worked well for me. Also when I worked for Sainsburys and they owed me money for overtime for about 3 months, promising to pay it in the following wage packet, and failing, I emailed the CEO. Had the money owed to me, in cash, within 24hrs. Area HR got a kicking, who gave the store HR a kicking. Strangely enough, despite previously being quite widespread within store on a monthly basis, peoples wages stopped getting messed up after that... Christmas profits scam. |
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Yours is a very mature attitude and one that I fully support. However, if you read some of the earlier posts, they are suggesting exactly what you are not. In fact, from what the OP has written, he has only had one engineer visit that fixed the problem but it has reappeared. There appears to be general lack of understanding of how sophisticated our telecomms service providers are terms of gathering, reporting and analysing faults in order to detect patterns and take remedial actions. Telecomms is the most heavily regulated of any British industry or service sector and the service providers are required to report to the regulator Ofcom details of their service performance, faults etc. on a regular basis, with fines being imposed for unsatisfactory performance. People thinking that service faults or complaints get brushed under the carpet if not highlighted to the CEO are showing a complete lack of understanding of the industry and how it operates. We should be celebrating and supporting instead of criticising one of the few industries where we are still world leaders. Except of course hairdressing and coffee consumption. :icon_rolleyes: |
Why not check your bills for the past few months online and all will be revealed about your charges - there is a full breakdown of usage and charges on each bill! :xmas-smiley-008:
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People thinking that service faults or complaints get brushed under the carpet if not highlighted to the CEO are showing a complete lack of understanding of the industry and how it operates.
1 am not the slightest bit interested in how the industry operates. All I want is a decent service, like the ones that are advertised. By the way you never did answer the question as to how costs increase because we may choose to contact the CEO? |
To calm everyone down,this not the 1st time i have experienced a problem.
It has happened about 4/5 times over the 2 years. Whenever the weather is wet i get problems. The 1st time i was advised to upgrade my router,the second time i was advised to upgrade to fibre which i did,each time costing more money. The last engineer told me that the problem is with copper wire,so the upgrades have had no effect on the problem,so were pointless. I have enquired about Virgin Media,but they are not operating in my area. Last night i sent an e-mail ( begging letter ) to B.T. CEO. Awaiting response.:xmas-smiley-008: |
Anyone can, and has a right to write directly to the CEO. However, with a company the size of BT, the CEO will not have enough hours in the day to deal with all ceo complaints. They will be intercepted and dealt with by the relavant department.
The CEO will want to know about "complaint trends" in order to improve the service |
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There is a common myth that CEO level complaints are looked at by the CEO. If you think about it, is the CEO of a £5bn to £50bn business really going to expend his time looking at a complaint from a person in Wales whose line is suffering issues due to moisture because it's always peeing down in Wales (humour intednded) and other similar complaints that arrive at his office each day? The boards of these companies have a "Senior Complaints" team that respond to complaints directed at the top layer of management. Once a complaint is received, one of the team will take ownership and progress it, normally using the same technical specialist teams that would be used if a complaint had been raised via the standard complaint procedure of the organisation. Once the issue is resolved, the resolution is reported back to the "Senior Level Complaints" team for report back to the complainant. You will see this type of approach in all sorts of service industries e.g. insurance, telecomms, banking..... The increase in cost results from the fact that a "Senior Level Complaint" involves an additional layer of people on top of the standard complaints handling process which will normally be highly automated and optimised. Additional layer of people mean additional cost. This is also why low-cost service businesses such as couriers make it extremely difficult for a customer to obtain a direct contact into the organisation that bypasses its standard service desk. Quote:
You should also send a complaint to the CEO of Virgin for not providing service in your area. Have a gues as to why that is so! :xmas-smiley-008: |
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Thank you. Someone who understands how it works. :bowdown::bowdown::bowdown: |
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If you want to mail the CEO just do so folks. Ignore advice to the contrary |
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Really? I am speechless. |
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Alternative meaning:
ironic or satirical criticism Pick what you want to prove the point.:icon_lol: |
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Member below engagement worthiness threshold. Ignored. |
Well got a response from my e-mail to bt,not from CEO but a subordinate thanking me for getting in touch.They will send a broadband specialist to me Monday.
Been all afternoon trying to put up this post. "no internet connection","your internet is not private" "hub manager problem" flashing red and orange on router and even loosing connection when router showing blue (O.K.) Hooray there at last! |
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Do let us know how things progress. |
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I agree wholeheartedly, that 'high rankers' as my colleague calls them, are effectively rewarded for messing things up. If something equivalent happens at a lower level with someone responsible, they are fired, no golden handshake. There are a handful of specialist 'ceo surfers' that join failing companies, in their dying days, hang around for a couple of years lining their nest with contractual handshakes, for when the inevitable happens. (DSG were brought to their knees by one such imbecile, I met him after he came to our company, and him and another did the same thing. Imbecile is the only word I can use, or cabbage, cabbage probably better). These guys move on with nary a blot on their reputation. |
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yesterday I tried to call DHL, the number I called had 3 options, each one was voice and keypad activated and of no use to me, I needed to talk to someone. I emailed the ceo, I'm not wasting my time making call after call. If they want to make things difficult they can feel the pain.
I got home and they had done as asked. That's good enough for me macafee2 |
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In reality Ian, it was the CAO you emaild. The Clerical Assistant Ordinaire. But, as long as you are happy! :laugh: |
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macafee2 |
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Member below engagement worthiness threshold. Ignored.
:xmas-smiley-008: |
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Telecommunications manager: operator. Environmental and public recreational area manager: park keeper. :xmas-smiley-008: |
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In the last few years I was nominated to attend a number networking meetings on behalf of the firm. Overall it was enjoyable with a full English to be eaten whilst presentations took place.
What used to make me laugh was how some introduced themselves There were a lot of “Consultants” promoting how they could improve your business despite it being fairly obvious that they could not improve their own. When asked what they did the response was invariably something along the lines of “facilitating others to achieve blah blah blah.....” One chap had “Head of Inspiration” on his business card. Sadly it didn’t work and he went to work for a big firm. |
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Thought of another one. Heavy Goods Logistic Assistant: Forklift Driver. |
I used to be a ‘nocturnal stock replenishment technician’... ok, shelf stacker.
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how about preservation, collection and management assistant? storeman |
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Update,no broadband expert yesterday,had a phone call saying he was double booked.
2 engineers called today,checked outside house speed 50,inside house 10. They decided to renew in house cabling, now got a reading of 45. Happy with that. Also left their phone numbers if any more problem. Very pleased with their approach to problem, they were here for 2.1/2 hrs maybe because of the tea and home made apple tart.:xmas-smiley-008: |
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Excellent. Out of interest, when you say house cabling, is that cabling from the outside, through your walls, to the white master socket or on the house side of the master socket? Thanks. :xmas-smiley-008: |
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I once had a role with the title Location Manager for some 30 telephone exchanges. I was not a manager but did a bit of security checking and environmental checking.
Reported building faults as required. Great role until the management mucked it up, then I began to hate the role. Was relived when I was moved to another role. Mind you as I did not get overtime but time off in Lou I got to watch every football match my children played in while at school macafee2 |
Talking about watching children. I used to take my son to under 7 rugby training.
One session was carried out in heavy snow and freezing conditions. When it finished he said to me,"look dad i'm the only one not crying.":xmas-smiley-008: |
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Given that you are pleased with the engineer's conduct, why not send an email to the CEO saying so? It will find it's way to the engineers and will mean a lot to them. |
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Positive Feedback to flag up the good is as important and as constructive as flagging up the not so good and the downright suspect. Good that you now seem to appreciate this Maninder - well done!! |
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