My complaint to BT Adsl twat heads

[luap]

Some ppl wanted me to post this. So I did.

Brief details of your complaint (use a continuation sheet if necessary)


This is a very long story. In short:

Adsl ordered 3 months ago, please ask Dan Smith for the exact date.

The original BT installation date was Tuesday 31st October. The line had been tested as suitable, and was cancelled at 5pm the same day as the engineer was expected. My wife stayed in all day waiting in for the engineer.

Finally BT installed the Adsl router on Friday 3rd 2000. The engineer fitted one router, decided it was not working correctly and then swapped it for another. The engineer then apparently tested the new router and left. There was no positive remarks from the engineer, he spent quite some time on the installation and appeared to be in a hurry to get on to his next call.

I came home that evening armed with the “need to know” details sent via email. The “need to know” details were the wrong ones. The details were for the first Adsl installation that I had ordered from Easynet. The first one (username iiss1) was installed with little difficulty and is working well. I called Easynet Adsl technical support to be told that I was going to be called back the next day. The next working day would have been the Monday. Despite instance from me that I just needed the config details the helpdesk technician was unable to help. A couple of hours later I called again, this time the technician was able to help and gave me the technical info I needed. How come the 1st technician was unable?

I tried the second config and found the router would not respond. I even resorted to a network Sniffer to try to discover even the existence of the router on my network. The router is dead. The router looks alive as various status LED’s are green and flash whenever my network is attempting to access the Adsl circuit. This was reported to your Adsl Technical support as well as my account manager, Daniel Smith on Monday 6th November 2000.

I do believe that Daniel Smith has tried hard to resolve the gross incompetence of BT in the installation of this Adsl circuit, he returns my calls and listens to my ranting. Dan’s helpful attitude has kept me calm during a very poorly handled but straightforward installation.

My complaint in short:

My issues lie with BT and the Adsl 1st line helpdesk.

· BT have installed a non-working Adsl solution and now, 6 days later it still does not work.

· For the first installation appointment, BT did not turn up for the installation on the expected date. BT informed me of the cancellation at 5:00pm that day. My wife stayed in all day waiting in for the engineer.

· BT will not deal with me, directly. All correspondence must go through Easynet. I understand that this is probably contractual but it does introduce great delays in gaining information and progress reports.



· Easynet Adsl tech support is very poor, while they are patient and polite on the phone, they know nothing technical at all. Even the most simple questions are replied with an offer of a call back. Even simple configuration details. I am an IT manager of a charity in the centre of London, I have done tech support as well as running tech support helpdesks. The technical competence of the Easynet 1st line technical support staff is the lowest I have ever encountered. If I call UUNet at 3:00am, which I have, their technical people have yet to be beaten by a question or request from me.

· Call backs from the “proper” technical support people have not happened. It is left to me to chase the call again, and again and again.

· The hours of operation for the true technical support staff are too restrictive. My Adsl installation is at home, I can only receive call backs at the office because that is where I am 9-5 Monday to Friday. I cannot try new configs or make tests on my home Adsl setup when I am in the office. I can only take note of the request, go home in the evening and try it. When it fails, which it does,, I have to wait till the following day before I can receive further useless instructions.



What do I want from this complaint?

I want the ordered Adsl circuit to work by this weekend.

I would like to be able to talk to someone who know what a ping or an IP number is, I would like to talk technical to someone without having to wait for a call back.

I would like to talk to someone technical on a Saturday morning.

I would like to have some compensation arrange for the numerous hours committed to getting this farce this far.



I have taken the day off ( Friday 10th November) to resolve this Adsl chaos. I hope that this complaint is unnecessary and all is well by the time you read this.

 

[Embattle]

You expect to much

 

[stu]

I swear to god you've been on one of our "Influencing Skills for Managers" courses

The only thing you're missing is "what I'll do if this complaint isn't resolved", basically where you threaten them (eg for every day past the deadline the line isn't working, you'll expect 2 days without subscription charges, etc)

 

[old.Luap2]

The reason I have left the threats out is because I know I will get more from the Account Manager of the ISP if I'm gentle on the treats. Throughout this I have yelled, swore, voodoo pinned and generally flamed but because BT will only talk to the ISP and not directly to me, I have little chance to make BT sweat directly.

So far, no change. Adsl router still not usable. I've been promised a big update today.

More bollox when they give it to me.

Luap.

 

[old.rio_morpheus]

Adsl

i live just along the road from the main BT Adsl helpdesk, if you give me a name i can give them i kicking

 

[old.Luap2]

All of them. Please find enclosed:

1 x 1 gall petrol
1 x Box of matches
1 x Balaclava
1 x Rocket launcher
1 x 40" cannon
1 x Reedemer
1 x Alibi
1 x Thank you card

 

[Stazbumpa]

That is just this side of hilarious.

BT: Be Tight

 

[Testin da Cable]

my poor friend, what a sh*t load you've been through. however, as you've prolly guessed, it is [almost] normal procedure when dealing with 'resellers'.

i've been through the same mangle over here in holland with a company called 'chello', formally known as 'telekabel' that sells me my [so called] high speed cable-internet.

their helldesk [aka first line support (but don't tell them heh)] is/was [they might be learning, after all they've only been at it for two fscking years] so bad they went off the scale back to hilarious. the slightest drop of 'tech-speak' would result in them asking for your postal-code -trust me: i called them and tried this out -

as a person who, like yourself, has dealt biz-to-biz stylee and knows the better side of qos and servicelevels, the way the bandwidth-mongers handle their services shocks me.

-tdc

 

[luap]

Finally got time for an update. TDC, sympathy recieved and understood. Ta m8.

For a week now, IT WORKS and more suprising, it's fast and still working!!

I couldn't threaten anything because I didn't want them to withdraw from installing it. I am 500m outside the 3.5km range so there was little I could do but winge a bit and wait. Man it was worth it.

After speaking with Easynet over the last few days we have reached a compensation agreement. They are adament that because BT give no SLA's with ISP's, they cannot touch the install costs nor the rental. However, they agree to giving me a free .COM domain addy as well as free SMTP forwarding for 2 years (worth £455+200). At least I can use Exchange to sort the families email out.

I download between 100k/s and a very funky but bursty 300k/s. It's a joy to surf those previously annoying animated sites sprouting flash and audio.

All in all, tbh, it has been worth the hassle. I just hope it stays fast as more people get connected.


Cheers all.


Luap.