Well its all too often that complaints are raised instantly as soon as something goes wrong but when things go right, it's also good to give someone a pat on the back and commend them.
I have been a customer of BT Broadband for 3 years now and yesterday I received a new BT Home Hub 2.0 as I took a further 12 month contract with them.
I installed the router and the phone, attached the ADSL line and booted the router. With all the pre-configuration, the router had to boot several times.
Once it had finished, I checked to see if it was listing the 8mb (7.6Mb to be exact) and it did so I did a speedtest and found that the thoroughput was 330kbps.
I had literally 40 mins before I had to go to work so when I arrived at work, I called them and asked if a line test could be done. They checked the line and found that the downward speed was in fact 330kbps. The advisor told me that someone would call me within 2 days to get the matter sorted and if they could not, then an Engineer would sent out. "Oh great" I thought, 2 days with a crap service only to be called by someone who cannot help and then probably another 2 days for an Engineer.
Low and behold, 45 mins later my mobile goes off and someone from BT asked me the usual "have you tried different filters, leads, unplugged the phone etc..." and I told them I had.
They say they will call back as they need more info and 20 mins later I get a really nice English bloke call who says this:
"Mr ******, because the Router had re-booted several times in the space of minutes, the Exchange throttled your line in order to keep it stable and compensate for any data loss on the line. As this has happened, the Exchange does not increase your broadband speeds for a further 3 days as it monitors to see if there is any electrical interference etc.... As we are aware of the times that the BT Hub has to re-boot, the Exchange has been notified of this problem and an Engineer will reset the parameters and your maximum speed will be back on within 2 hours".
I thanked him, put the phone down and carried on with my work. I call the missus 1hr later and ask her to logon and the speed is back up to its max.
All in all, the problem was dealt with within a few hours and I'm happy as larry. Although there can be language barriers between the customer and said advisor, I must say that in 3 years, my time with them has been dealt with professionally.
I have been a customer of BT Broadband for 3 years now and yesterday I received a new BT Home Hub 2.0 as I took a further 12 month contract with them.
I installed the router and the phone, attached the ADSL line and booted the router. With all the pre-configuration, the router had to boot several times.
Once it had finished, I checked to see if it was listing the 8mb (7.6Mb to be exact) and it did so I did a speedtest and found that the thoroughput was 330kbps.
I had literally 40 mins before I had to go to work so when I arrived at work, I called them and asked if a line test could be done. They checked the line and found that the downward speed was in fact 330kbps. The advisor told me that someone would call me within 2 days to get the matter sorted and if they could not, then an Engineer would sent out. "Oh great" I thought, 2 days with a crap service only to be called by someone who cannot help and then probably another 2 days for an Engineer.
Low and behold, 45 mins later my mobile goes off and someone from BT asked me the usual "have you tried different filters, leads, unplugged the phone etc..." and I told them I had.
They say they will call back as they need more info and 20 mins later I get a really nice English bloke call who says this:
"Mr ******, because the Router had re-booted several times in the space of minutes, the Exchange throttled your line in order to keep it stable and compensate for any data loss on the line. As this has happened, the Exchange does not increase your broadband speeds for a further 3 days as it monitors to see if there is any electrical interference etc.... As we are aware of the times that the BT Hub has to re-boot, the Exchange has been notified of this problem and an Engineer will reset the parameters and your maximum speed will be back on within 2 hours".
I thanked him, put the phone down and carried on with my work. I call the missus 1hr later and ask her to logon and the speed is back up to its max.
All in all, the problem was dealt with within a few hours and I'm happy as larry. Although there can be language barriers between the customer and said advisor, I must say that in 3 years, my time with them has been dealt with professionally.
