To wonder why BT never seem to admit to a fault?

[Rhine]

I've been having problems with BT broadband over the past few months, and I've been getting increasingly frustrated with their inability to admit when there is a problem their end.

An example. A few months ago our internet went off one day, we thought it was a problem with our hub until we chatted with our neighbours and we were told theirs had also gone off. I was able to use 3G internet on my phone and following a bit of a moan on Facebook from me about how I'd lost my internet connection a few local other people responded saying that they to o had lost their internet connection and so had their neighbours etc.

These people all lived within three streets of us so clearly a massive network error in our area. For my sins I decided to phone BT and anyone who's ever phoned them will now what a PITA this is. All I wanted to know was when the network problem in our area would be resolved, but was told there must be a problem with our line or our software. No says I, the problem is a network one because everyone else nearby with a BT internet connection is having similar issues but they wouldn't have it. I knew my Neigbours hash reported the problem as well, but they refused to admit to a fault. I should add that several BT openreach vans had been seen digging up a road nearby....

To cut a leg story short it suddenly corrected itself and we all got our internet back and at exactly the same time after over 24 hours without it.

Now it's running horribly slow again, and a bit of digging from me finds that many other people in my region are having similar issues but guess what? BT won't admit to a fault again!

What the fuck is their problem and why can't they just hold their hands up and admit when there is a fault causing issues for their paying customers?Ive been looking at the Plusnet Twitter account and they make announcements saying when there is a problem in a particular area and apologise for It. Why can't BT do this? Why do they treat their customers like shit?!

AIBU to think they are worried about having to reimburse people if they admit the problem is their end?

BT told my parents that despite there having been men digging holes in the road, the problems with their internet was caused by geese flying into the overhead lines. "That's strange" says DF, "there aren't any overhead lies round here, it's all underground". "No Sir, you are mistaken, it's geese". .

When the engineers finally did come out, they confirmed it was the hole digging had cut through a cable, and that the customer service department are crap .

Geese?! Really?

I hate their call centres. They are on the other side of the world, they can't understand you half the time and they clearly don't communicate with each other. If they had they'd have known that the problem in my area was down to them.

I'd never go with BT. I tried setting up a phone line with them a couple of years ago. Set up an account and direct debit.

Few weeks later they sent me a letter saying that they couldn't connect so they were closing the account. They were still taking the dd, customer services couldn't quite understand why I wanted to cancel the payments.

I worked for BT donkey's years ago in the days of mechanical exchanges (yes I am that old) and it was company policy then to never admit it could be a fault at the exchange, we would just make a "good will" adjustment to the bill. Sounds like nothing has changed!

The funny thing is that Plusnet is a part of BT and yet totally different type of service

Leave them as soon as possible - they will never admit that it is a fault of their's and it will never be resolved.

I enquired about the cancellation period for broadband and phone line as I was moving, they cancelled it there and then. They also took a cancellation fee and continued to take the direct debits for the services. All in all they took around £600 that I eventually got back in dribs and drabs over a long time. I was without service for 8 weeks, they said I could start a new contract with them as they'd already reused my phone number (in the space of 2 hours!). I didn't bother.

They're awful and they don't seem to care.

I don't understand why it would be company policy to not admit to an exchange fault? People would be far more understanding of something like that rather than the bollocks they come out with (geese for fucks sake?)

I had a landline with them once. (Only once)

It wouldn't connect at first. So I rang them and they said they could send an engineer out but the fault was mine and it would cost me £100! Eventually I agreed to them sending an engineer out on the basis that if it turned out not to be my fault they'd not charge me.

Engineer comes out, (I lived in a flat) looks in the BT box in the communal hall and discovers ... 'Oh yes, I must have unplugged your connection when I was here last month sorting out another flat'. Plugs it back in and suddenly it's all 'fixed' .... So not my fault at all then

grrr

I had BT, now with Plusnet, If they were the only two providers, I'd stick with Plusnet. If BT were the only providers, I'd just rather not have internet or phone.

Still very slow. Nothing online about a fault in the area either. Hmmm.

I hate BT, their bills were astronomical!

We moved houses on an army estate. The houses had been refurbished. All the phone lines had been ripped out and the telegraph post were lying along side the paths. we were waiting for a new line to be installed. ( at a astronomical price) I phoned them to set up the date.

No line installed on the date given. ( sky was being installed the next day too which needed a phone line installed)

I rang to be told that it had been installed. I told them no it hadn't as the pole was still lying on the grass in front if the house.

The guy argued at me that no it was installed.

There was a open reach guy along the road doing somebody else's I went and spoke to him.

He could tell me that the lines hadn't been done as far along as our houses and wouldn't be for at least another week as the poles hadn't been put up.

Got back on the phone to be still told that line was live.

It took me three more phone calls for them to admit that it wasn't.

I set up a new connection date.

In fact I set up four new connection dates before the boldly thing was actually connected.

I had to keep cancelling sky ( in fact they came out and set it up with the engineers work mobile in the end.

They then had the cheek to charge me connection from the original date not when we finally got connect a month later.

Can you tell I'm still raging three years later

Are you in Suffolk , we have the same problem.No point in using a different provider, tried that but they just blame BT and BT blame then and then nothing gets done , at least if line and service with BT I'm only dealing with one provider.

BT are driving me mad! I've got one of the vision boxes and it's never worked properly. It freezes up several times a week, misses recordings, chops 5 minutes off the start or finish of every programme it does actually record, and often won't let me watch what I've recorded, if it actually manages to record it in the first place! Oh, and, since the upgrade before Christmas, my catch up channels haven't worked at all. But apparently there's no fault

Every time I ring up, they want me to do a system restore, which means I lose all my recordings which I can't bloody well watch anyway and they assure me that "you'll have no more problems ma'am". Yet I do, every fucking time

My contract is up next month and I'm moving to Talk Talk.

I lost over £2,000 worth of business because BT cut off my broadband, because I asked them to change the phone line to a business account (nothing to do with the broadband account) Had a week of trying to get it sorted culminating in me breaking down in tears. Since then have had umpteen other problems due to their sheer stupidity.

Never got compensation. Interestingly their complaints department does not have a phone number or an email address.

You do know plusnet and talk talk use BT to provide your service...

I have no choice, sadly. We're not cabled and not allowed a Sky dish due to being in a conservation area. The bit I'm having issues with is the tv box thingy, and Talk Talk provide their own, plus they're considerably cheaper.

I hate bt and still wait the £60 they stole off me 6 years ago. They said they send it but nothing, I chased and chased and now told it's been too long. I'm with plusnet and although owned by bt it works. My six months of bt he'll meant I was phoning the tech guys between 3-4 times a day to get on line. The record bring 9 times. I will never ever ho with bt even if free and /or their paid me

They are a disgrace and I'd like to know how they get away with ripping off and lying to their customers?

My DB sat in all day waiting for a. BT engineer to come out and fit his BT infinity, they didn't turn up. He phoned to complain and was told an engineer had been out to his home but no one was in. News to him of course because he'd not the left house all day, he argued that he'd been there all day but they wouldn't have it. In the end he told them that he'd look at his CCTV security cameras which are trained on his front door to see if an engineer has knocked, and low and behold they suddenly changed tack and admitted there had been a "mistake" and my DB was correct all along.

They are just cunts. Although I will say the engineers are all very good and polite, it's the idiots higher up and in the call centres who need sacking.

We have had trouble with our internet yet again and despite the checker showing its an area fault there is an engineer coming to our flat on Monday

I’ve actually found BT great over the years.
At the start of the war my hub failed on a Friday, and I had a fault on my line. They repaired the line but the replacement hub was ordered for after the weekend. I mentioned conversationally as they left the timing was a nightmare as we have relatives leaving Ukraine and trying to reach us/ support with visas. A few hours later the same guy and a friend knocked at the door with a spare gun they’d sourced at the depot and stayed late getting me back online. Never asked for them to, but really really kind and great guys.

BT call centres lied to us for three weeks. Told us the fault was known to them and at the exchange and was going to be fixed in a matter of days. Cost us to piggy back on to our phones as they kept telling us it was about to be fixed. Finally engineer arrived and found it was a fault on our line only. Switched soon after to Sky as completely lost trust with BT, would have made different decisions if they’d told us from the start that we’d need to wait three weeks for an engineer.

Has anyone on here got fibre optic and how do you find it I have a bt cable running through the bloody bedroom plus one of the points in an awkward spot in the bedroom (not my choice but i was overruled by BT and DH when it was done in 2006) i dont really want more bloody cables going through the bedroom which is on the same side as the main road (one bedroom flat on the top of a two storey block)