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Sending off a written complaint to BT.

moejoejoejoex Avatar
5y, 9m agoPosted 5 years, 9 months ago
we've been having problems; we've had 0.3mb speeds instead of 4.5, for four months, and I've asked them for 90% compensation for the whole time (that's what it works out to be), and I've also included losses incurred by this (I asked them if it would be okay to online game - Xbox, when we started, and they said yeah, so we bought 2 xbl memberships, and I've charged them for 5 months of that for two - £33), but the thing I'm unsure on, is whether or not I should charge them for my time; I've been on the phone to them for hours, and I've written in the letter, which hasn't been sent off, that I expect them to pay me for my time, which I've said is three hours at £10 an hour, is this unreasonable?
moejoejoejoex Avatar
5y, 9m agoPosted 5 years, 9 months ago
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Comments/page:
#1
you have absolutley no chance at all ( i work for BT ) speeds are UP TO whatever your on, and your speed it an approx speed not guarenteed.

Have you tried a I-plate, that helped me.
#2
Good luck in getting compensation for your time and inconvenience, however v much doubt they will pay anything for that
suspended#3
nono2522
you have absolutley no chance at all ( i work for BT ) speeds are UP TO whatever your on, and your speed it an approx speed not guarenteed. Have you tried a I-plate, that helped me.

If his speed is 0.3 it is more likely to be a fault on the line.
#4
Starr
nono2522
you have absolutley no chance at all ( i work for BT ) speeds are UP TO whatever your on, and your speed it an approx speed not guarenteed. Have you tried a I-plate, that helped me.


If his speed is 0.3 it is more likely to be a fault on the line.


very true yes. OP have you ever reported a fault?
#5
Yeah it is, it's just they never fix it, and it's hard to understand newly recruited rookie Indians who hardly speak a word of English. BT, when we signed up, even told us that they didn't have anymore Indian call centres.
Starr
nono2522
you have absolutley no chance at all ( i work for BT ) speeds are UP TO whatever your on, and your speed it an approx speed not guarenteed. Have you tried a I-plate, that helped me.


If his speed is 0.3 it is more likely to be a fault on the line.
#6
nono2522
Starr
nono2522
you have absolutley no chance at all ( i work for BT ) speeds are UP TO whatever your on, and your speed it an approx speed not guarenteed. Have you tried a I-plate, that helped me.


If his speed is 0.3 it is more likely to be a fault on the line.


very true yes. OP have you ever reported a fault?

Yes, in October, numerous times in January, and in this month, I've had the problem since September.
2 Likes #7
You should really be asking them to cancel the contract as 0.3mb isnt actually classed as broadband speed and is not fit for purpose,
#8
I've wrote in the letter, that either they fix the problem (which it seems to have during the past week; we're getting around 1.5-2mb speeds) or either they cancel the contract and refund me for the whole time.
tonyg1962
You should really be asking them to cancel the contract as 0.3mb isnt actually classed as broadband speed and is not fit for purpose,
[mod]#9
I would not put in a claim for your time. Just ask to be refunded for the calls made to them but not the first call.

It is all about being realistic.
#10
Interested to see how this goes :-/
I'm with OP on the Indian support services as half of them can't speak fluent English.
banned 1 Like #11
I had an issue with pipex, I wont bore you with it all.. but I spoke to consumer direct. Ofcom and Otelo, who were more than helpfull..

On the consumer direct web site is a template in respect of " the Sale Of goods act" I quoted that in a letter, as advised by consumer direct .. and I am now with Plusnet .. English Call centers .. plus I am now in consultation with some CEO of the complaints dept of Talk Talk and we are looking to resolve the matter and financial compo is on the table from them

I would consult Ofcom ..

Hope this helps

Dc

Edited By: dog_cop on Feb 19, 2011 12:17
#12
BT is a freephone number so no chance of being refunded for calls!
[mod]#13
dog_cop
I had an issue with pipex, I wont bore you with it all.. but I spoke to consumer direct. Ofcom and Otelo, who were more than helpfull..

On the consumer direct web site is a template in respect of " the Sale Of goods act" I quoted that in a letter, as advised by consumer direct .. and I am now with Plusnet .. English Call centers .. plus I am now in consultation with some CEO of the complaints dept of Talk Talk and we are looking to resolve the matter and financial compo is on the table from them

I would consult Ofcom ..

Hope this helps

Dc


The OP must remember not just the Sale of Goods Act 1979 but also the Sale of Goods and Services Act 1982.
#14
OK thanks!
magicjay1986
dog_cop
I had an issue with pipex, I wont bore you with it all.. but I spoke to consumer direct. Ofcom and Otelo, who were more than helpfull..

On the consumer direct web site is a template in respect of " the Sale Of goods act" I quoted that in a letter, as advised by consumer direct .. and I am now with Plusnet .. English Call centers .. plus I am now in consultation with some CEO of the complaints dept of Talk Talk and we are looking to resolve the matter and financial compo is on the table from them

I would consult Ofcom ..

Hope this helps

Dc


The OP must remember not just the Sale of Goods Act 1979 but also the Sale of Goods and Services Act 1982.
#15
Probably down to dodgy extensions in you "house".
Normally is..
#16
nope, they confirmed it's a line fault, and when we had sky previously, we had no problebs...
Chiptivo
Probably down to dodgy extensions in you "house".
Normally is..
#17
You went with BT, thats the problem, once you've had an issue with them, it puts you off for life, your best bet is to leave them, then get the line fixed, then go to another ISP, your hitting your head against a brick wall, take it from someone who ONLY got a reply when I contacted the CEO of BT!!!
#18
:L We've rung up numerous times...
mumbojumbo
moejoejoejoex
nono2522
Starr
nono2522
you have absolutley no chance at all ( i work for BT ) speeds are UP TO whatever your on, and your speed it an approx speed not guarenteed. Have you tried a I-plate, that helped me.


If his speed is 0.3 it is more likely to be a fault on the line.


very true yes. OP have you ever reported a fault?

Yes, in October, numerous times in January, and in this month, I've had the problem since September.


You've had download speeds of 0.3Mbps for 6 months since September?
Unbelievable that you've put up with it!
#19
Thanks for telling me! I've contacted the CEO Ian Livingstone, and he's referred me to the senior something or other, and I've just had a call of an ENGLISH person :O:O:O:O:O:O:O
richx45
You went with BT, thats the problem, once you've had an issue with them, it puts you off for life, your best bet is to leave them, then get the line fixed, then go to another ISP, your hitting your head against a brick wall, take it from someone who ONLY got a reply when I contacted the CEO of BT!!!
#20
How many extensions do you have in the house? Do you have everything correctly filtered? Has anything changed since you last received decent speeds? Have you tried the router directly in to the test socket of the master socket? I goto houses all the time "BT are crap, Talk Talk are crap, sky are crap" etc. When in reality it has been down to something the EU has not done or done incorrectly.
#21
we have everything correctly filtered; no extentions, we don't have a test socket of a master socket, we just have one main one.
Paddy_o_furniture
How many extensions do you have in the house? Do you have everything correctly filtered? Has anything changed since you last received decent speeds? Have you tried the router directly in to the test socket of the master socket? I goto houses all the time "BT are crap, Talk Talk are crap, sky are crap" etc. When in reality it has been down to something the EU has not done or done incorrectly.
#22
http://www.thinkbroadband.com/images/iplate/bt-master-socket-size-450px.jpg
Yours look like the one on the left?
#23
Paddy_o_furniture
http://www.thinkbroadband.com/images/iplate/bt-master-socket-size-450px.jpg
Yours look like the one on the left?


Yes why ? Does that make a difference ?
1 Like #24
is OP plugged into master socket?
#25
moejoejoejoex
Paddy_o_furniture
http://www.thinkbroadband.com/images/iplate/bt-master-socket-size-450px.jpg
Yours look like the one on the left?


Yes why ? Does that make a difference ?

It can do, but in your case as it's your only socket it's unlikely. What do you have plugged into your socket?
#26
Some sort of ASDL filter, which then goes to the homehub.
Paddy_o_furniture
moejoejoejoex
Paddy_o_furniture
http://www.thinkbroadband.com/images/iplate/bt-master-socket-size-450px.jpg
Yours look like the one on the left?


Yes why ? Does that make a difference ?

It can do, but in your case as it's your only socket it's unlikely. What do you have plugged into your socket?
#27
moejoejoejoex
Some sort of ASDL filter, which then goes to the homehub.
Paddy_o_furniture
moejoejoejoex
Paddy_o_furniture
http://www.thinkbroadband.com/images/iplate/bt-master-socket-size-450px.jpg
Yours look like the one on the left?


Yes why ? Does that make a difference ?

It can do, but in your case as it's your only socket it's unlikely. What do you have plugged into your socket?

Nothing else? No sky?
So you have phone socket > filter > one side to route/one side to phone
#28
Yes, are you an electrician?
Paddy_o_furniture
moejoejoejoex
Some sort of ASDL filter, which then goes to the homehub.
Paddy_o_furniture
moejoejoejoex
Paddy_o_furniture
http://www.thinkbroadband.com/images/iplate/bt-master-socket-size-450px.jpg
Yours look like the one on the left?


Yes why ? Does that make a difference ?

It can do, but in your case as it's your only socket it's unlikely. What do you have plugged into your socket?

Nothing else? No sky?
So you have phone socket > filter > one side to route/one side to phone
#29
Is the phone line clear with no crackle? if the line is clear then it will be the dslam in the exchange...........sometimes doing a bt line test will bring the dsl back into a usable service..........
#30
As long as the socket isnt water dameged corrosion on the inside wont make a bit of diffrence wether you have either type............New type socket(On the Right) was BT's way to save sending a openreach engineer to test and get the customer to do it for them....................
moejoejoejoex
Yes, are you an electrician?
Paddy_o_furniture
moejoejoejoex
Some sort of ASDL filter, which then goes to the homehub.
Paddy_o_furniture
moejoejoejoex
Paddy_o_furniture
http://www.thinkbroadband.com/images/iplate/bt-master-socket-size-450px.jpgYours look like the one on the left?
Yes why ? Does that make a difference ?
It can do, but in your case as it's your only socket it's unlikely. What do you have plugged into your socket?
Nothing else? No sky? So you have phone socket > filter > one side to route/one side to phone
#31
moejoejoejoex
Yes, are you an electrician?
Paddy_o_furniture
moejoejoejoex
Some sort of ASDL filter, which then goes to the homehub.
Paddy_o_furniture
moejoejoejoex
Paddy_o_furniture
http://www.thinkbroadband.com/images/iplate/bt-master-socket-size-450px.jpg
Yours look like the one on the left?


Yes why ? Does that make a difference ?

It can do, but in your case as it's your only socket it's unlikely. What do you have plugged into your socket?

Nothing else? No sky?
So you have phone socket > filter > one side to route/one side to phone

Telephone engineer, as above any noise on the voice side of the line, crackle, buzz, humm?
#32
Just dump BT and use a decent ISP.
#33
Inactive
Just dump BT and use a decent ISP.

If it's a problem with the line moving SP will make no difference except to who you pay the bill too.
#34
Paddy_o_furniture
Inactive
Just dump BT and use a decent ISP.

If it's a problem with the line moving SP will make no difference except to who you pay the bill too.


It will, a decent ISP will get it sorted, unlike BT.
#35
Inactive
Paddy_o_furniture
Inactive
Just dump BT and use a decent ISP.

If it's a problem with the line moving SP will make no difference except to who you pay the bill too.

It will, a decent ISP will get it sorted, unlike BT.



I thought it would still be Openreach that deal with the line and if they can't/ain't done anything about it then the problem will stay.
I get a feeling its your internal wiring or filter at fault.



Edited By: Joey Bloggsy on Feb 20, 2011 12:16
#36
Joey Bloggsy



I thought it would still be Openreach that deal with the line and if they can't/ain't done anything about it then the problem will stay.
I get a feeling its your internal wiring or filter at fault.




It will be Openreach that sort the problem, however some ISP's put in more effort to get them to sort problems than others.
#37
they're telling us, that if they come out, it'll cost us £130, and if they find even a little bit of evidence that it's our fault, they'll start doing repairs at £70 an hour. Very threatening...
#38
moejoejoejoex
they're telling us, that if they come out, it'll cost us £130, and if they find even a little bit of evidence that it's our fault, they'll start doing repairs at £70 an hour. Very threatening...


That may be because they already know from their own line tests as to where the fault is (im just guessing)
#39
When i used to be with BT they would often try to scare me with the threat of extra charges. I think it is just a tactic they use to try to stop people complaining if there is a fault. They always try to blame the customers equipment.

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