SENT MONDAY MORNING
Dear BT
Thousands of subscribers have been without usable broadband speed on the Isle of Lewis for up to a week. While some BT staff acknowledge there is a major fault to some complainers, it keeps telling others that it must be a fault with their own equipment. Yet tests show the download speed they are getting is as low as 0.02 or 0.03 Mbps which is unusable.
This morning (Monday), a seriously fed-up subscriber from Goathill Road in Stornoway phoned BT again to say that most of the people in the town were telling him their broadband was so bad they could not get onto BT’s speed test page. Customer services insisted to him their systems showed he could get up to 8MB download speed. They said there were no faults. BT then offered to send an engineer round to his home – but said he would be liable for a charge of £135.
BT’s customer service is now dire. I have encouraged subscribers to phone the 0800 broadband faults numbers, as advised last week by a customer service supervisor who said very few here had complained.
It seems ridiculously difficult to register a complaint. Customers regularly tell me that they are kept on the phone for three quarters of an hour while they are asked pointless questions about restarting their own equipment, moving routers, etc., while being faced with outright denials of there being any known problems.
One man told me yesterday it took him 37 minutes just to get an answer. That must be contrary to BT’s own rules.
May I have a statement as soon as possible?
Regards
Iain Maciver
PS: I don’t know if you will get this because my pages are currently frozen on speedtest.
The speeds shown in the last few minutes here were:
Download: 0.19 Mbps
Upload: 0.04 Mbps
Ping Latency (ms): 0 (obviously not being calculated, according to my pet computer expert)
