June Price Rises?

[Neil]

Originally Posted by Chrysalis

whats the BT ceo email address, I have one crappy line and my adsl is all over the place during working hours.

ben.verwaayen@bt.com

[jtwn]

Originally Posted by Neil

Bill-you should have emailed the BT CEO as clearly you are not getting the result you feel you should via the normal channels.

For some reason you have chosen not to email him & tell him exactly what you think of BT's poor service (despite posting about it here over & over )

If you do not vote, you cannot complain-I know you feel you shouldn't have to email the top man but we shouldn't have to sort out ntl's mess ups....

I cannot believe you are implying as if this is a vital step in the process of getting ones line fixed. If it was ntl you would have (and almost certainly already have) blabbed how people have to go up high to get faults fixed

Originally Posted by jtwn

I cannot believe you are implying as if this is a vital step in the process of getting ones line fixed. If it was ntl you would have (and almost certainly already have) blabbed how people have to go up high to get faults fixed

Finally someone See's my side of things.

Plus Neil no one forces you to sort out NTL's problems You decided to do it. I do think you and the crew here are doing a good job. Its a shame there is no website like this for BT as it's plain as the nose on your face that they dam well need one.

To the crew here keep up the good work sorting out NTL's bad customer service and consider doing a sister site for BTHELL.

[Chrysalis]

Originally Posted by Neil

ben.verwaayen@bt.com

thanks, I will hold off for now.

basically I reported voice fault, they asked if adsl was acting up also I said yeah so the engineer will also bring adsl fault reporting equipment.

I will be charged tho if no external fault found.

Incidently to back neil up, even tho I said my line is only partially faulty ie. useable but poor noise they still done free diversion to my mobile. Also they said if fault occurs past engineer visit they pay me £1 a day for outgoing calls on mobile, however I know this wont happen since I can actually use my phone

---------- Post added at 20:13 ---------- Previous post was at 20:11 ----------

Originally Posted by jtwn

I cannot believe you are implying as if this is a vital step in the process of getting ones line fixed. If it was ntl you would have (and almost certainly already have) blabbed how people have to go up high to get faults fixed

Well I think Bill's problem seems far fetched BT are obliged by regulation to fix inaudible lines and lines that cant do 14k bitrate. Their big problem is lines that fall short of adsl standards, they will usually just do tweaks to try and stabilise poor max lines and if it doesnt work tough luck.

I have never heard of BT telling someone they cant fix an inaudible line.

Originally Posted by Chrysalis

thanks, I will hold off for now.

basically I reported voice fault, they asked if adsl was acting up also I said yeah so the engineer will also bring adsl fault reporting equipment.

I will be charged tho if no external fault found.

Incidently to back neil up, even tho I said my line is only partially faulty ie. useable but poor noise they still done free diversion to my mobile. Also they said if fault occurs past engineer visit they pay me £1 a day for outgoing calls on mobile, however I know this wont happen since I can actually use my phone

---------- Post added at 20:13 ---------- Previous post was at 20:11 ----------

Well I think Bill's problem seems far fetched BT are obliged by regulation to fix inaudible lines and lines that cant do 14k bitrate. Their big problem is lines that fall short of adsl standards, they will usually just do tweaks to try and stabilise poor max lines and if it doesnt work tough luck.

I have never heard of BT telling someone they cant fix an inaudible line.

Why is it that there are those on this site that think the sun is permantly shining out of BT's ****. Why is it that there are those on this site that see BT as NEVER EVER doing anything wrong. Why is there those on this site that thinks its fine to email the head of BT to fix problems but if its NTL then its wrong

Trust me they have told me my line cannot be improved. Do you honestly think i would post this just to have a dig at BT.

Ok lets look at the facts. I only number ported my line 3 months ago. I have had a bad line since install. I have had engineers out to the line who have said the line cannot be turned up. The last Engineer said that it would require a line card change. He then said to my wife with my wife's sister in the same room " lump it or leave it cannot be improved any better than that.". He has put notes on the account that the line card needs changing however its BT's standard that a line card will not be changed just for 1 customer. I NOTE I suggested that they move me to another line card. They cannot do that. I NOTE I suggested then that they put me on a different line. They have stated they cannot do that. I was then offered half price line rental by the area manager to off set the line which he says is not that bad. How he knows i don't know because he has not been to my house. I then said what is the point of half price line rental on a line that i have problems hearing the other person on. BTW i am not hard of hearing, Now if you think i have made all this up WHY would i go through all the problems of moving my line back to cable WHY. It makes no sense at all.

I have spent 3 months trying to get this sorted, So now i have given in trying to get through to there terminally softened brains that as far as i am concerned their phone line is substandard


Now i don't give a flying fig if you don't think what i am saying is true but consider one thing Your line is crap too and i hope you get more sense out of the bunch of half wits at BT customer care then i did. Go ahead and email the top man. That way he can move heaven and earth for you when BT's customer service should have done it anyway.

[Chrysalis]

Bill the difference between yours and my situation tho is that your line they are breaking ofcom regulation since by law they have to fix voice faults. Thats why I found it extrodinary that they told you to lump it.

My line is an adsl fault which is a completely different kettle of fish, BT dont have to do anything to improve it and I still got a better response.

Originally Posted by Chrysalis

Bill the difference between yours and my situation tho is that your line they are breaking ofcom regulation since by law they have to fix voice faults. Thats why I found it extrodinary that they told you to lump it.

My line is an adsl fault which is a completely different kettle of fish, BT dont have to do anything to improve it and I still got a better response.

1 point i also had ukonline adsl on my line which i cancelled when they admitted after i signed up and was installed that there is no adsl2+ in my area. The whole point of signing up with them was that they sold me adsl2+.

Nice little cop out this.

Just had a call from a janice at BT customer support. Who has informed me that they have spoken to the last engineer who called at my house"i had made a written complaint about him and his attitude" and he has denied making the comment about "lump it or leave" . Big uturn coming up so hold tight, In fact he has said that he informed my wife that there is no fault and that the line is loud enough to pass the standard line tests. He has stated that in fact my interpretation of what is the correct level is wrong and that the volume of the line has in fact been turned up at the exchange end on the linecard that feeds my line . So they have said that as there is no fault they cannot fix what is in effect not broken.

She also states that in fact all the engineers have said that there is no fault and i am expecting the line to be much louder than it should in fact be.

Now if that is not a cop out i don't know. So the number port back to NTL stands.

I thank you all for reading my rants about BT and hope those of you on BT have better luck with them than i did.

[Chrysalis]

I believe you, just find it shocking.

Incidently I had to cancel my voice fault since a adsl fault and voice fault cant be raised at the same time and apperently voice fault engineers will deliberatly leave adsl faults alone.

Today the signal quality on my line severely degraded and for a short time the adsl went completely dead and the phone kept cutting out, so will see how BT handle this. What is very stupid and a big cop out for BT is that customers cant complain to them directly regarding faults so they can avoid fixing dodgy lines.

I have heard of lots of people having 2 phone lines in one property and both lines been completely different in quality so I have left that bulldog order outstanding since that involves a new line, if it will ever get installed is another matter tho given recent events.

[Paul K]

Originally Posted by Neil

ben.verwaayen@bt.com

Not that I should say this but..... if you email him you will get a response and action on your fault as Ben hates customers being failed

[Neil]

Originally Posted by Paul

Not that I should say this but..... if you email him you will get a response and action on your fault as Ben hates customers being failed

I'm being totally honest here, but I think the reason that Bill doesn;t want to contact BV, is that he is worried that he will actually take action to get the fault fixed & then he won't be able to go back to ntl.

No offence Bill, and I totally agree that you should not have to take such measures to get simple things fixed, but as you know from ntl sometimes extreme measures are necessary.

[Chrysalis]

Originally Posted by Paul

Not that I should say this but..... if you email him you will get a response and action on your fault as Ben hates customers being failed

Yep but I like to give companies proper chance through normal channels first, it isnt right I email him having done nothing else about it.

Originally Posted by Neil

I'm being totally honest here, but I think the reason that Bill doesn;t want to contact BV, is that he is worried that he will actually take action to get the fault fixed & then he won't be able to go back to ntl.

No offence Bill, and I totally agree that you should not have to take such measures to get simple things fixed, but as you know from ntl sometimes extreme measures are necessary.

If BT cannot fix my problem through normal channels then they do not get my business. Trust me if NTL mess up my line i will go vonage next and keep trying different company's till 1 gets it right. I will not chase a company and do there work for them.


Just 1 point on NTL's telephone lines. I had my last line for 7 years and in that time i only had 2 problems with my line and that was fixed the same day. Never did i have to chase them, Never did i have to make 8 calls to fix a fault and then still not have it fixed. Never did i have to email anyone in the top section of management to get something fixed. Now i am the first to admit NTL have problems but i can also say so do BT, Something which you seem very very reluctant to acknowledge.

[Chrysalis]

Your last problem with 10meg cable tho did you contact a old colleague at ntl to get it pushed?

Originally Posted by Chrysalis

Your last problem with 10meg cable tho did you contact a old colleague at ntl to get it pushed?

Indeed i asked when it was being done as i was in the same office . But i did NOT ask for it to be pushed and in fact it was only completed in the last week of June. I have to go through the same channels as everyone else when it comes to customer service as i am not a NTL employee. Just a contractor doing the same job as when they made me redundant . I do not have access to the billing system or to any of the systems i had when i was a drone in sector 11g.

So if NTL mess me about they will be subject to the same rules as BT or any other company with a woefully inadequate customer service such as BT.

[slowcoach]

I had a voice line with BT for years, all nice and clear. Ordered ADSL (512Kb at the time) voice line was terrible, so quiet. A friend in Brighton has exactly the same problem, unfortunately he can't get Cable.
Three BT engineer visits, each time they cut a piece out of the cable running down the outside wall and joined it together again saying "it's OK now", which it never was.
When ADSL speed was increased to 1Mb I was told that my line could not handle more than 512Kb.

Terrified, after reading all the ntl horror stories, I decided to bite the bullet and call in the competition (ntl).
The contractor (you know, those blokes that are totally incompetent) arrived on the dot at 8AM, installed everything exactly to my instructions, suddenly I had a phone that was loud and clear and Broadband capable of more than 512Kb.
Since installation 21 months ago I have never had to call ntl CS once.
The only reason to get ADSL is if you don't live in a Cable area.

As someone said, when I was contemplating the move to ntl, "If you can get Cable, get Cable".

Please note: I am not a disgruntled ex ntl or BT employee, I am just a normal customer telling it like it is.