Same old same old

Despite emailing BT and chasing them several times there's no progress on this issue - I actually like BT as an ISP but the fact is their lines department doesn't want to know and the complaints/support simply cannot route a call or case sucessfully and push it up to the department that could resolve my issue.

I'm not sure what to do now - I am likely to have the same issues with any isp as they are line issues and I won't be able to say "it used to run at..". Maybe another ISP can hammer BT to fix this, I don't know. Last time Bt messed me about I dumped their mobile phone service, it may be time to dump some of their services again, not that it'll do much good. I suppose as a business they are relying on this, they are doing what so many companies do, underfund things, display a reluctance to fix anything if it involves spending money and relly on their frontline people calling everyone Sir to paper over the cracks.

I've worked in plenty of computer support companies and one thing is true, whenever someone comes in and says "we're going to focus on the customer" what they mean is that they are cutting the budgets and require individuals to take up the slack, the idea being that if they kiss arse long and hard enough that a customer will forget their printer hasn't been fixed or their parts haven't shown up for a week. It was the case at a large TPM company I worked for - focus o nthe custopmer followed by a 2 million quid cut in the hardware budget, the security company I worked for, maniacal focus on the customer was followed by a major lack of training (even on our own products) , career development and a major head count freeze. My own department went down from 6 people to 2, all the time while someone was telling me to focus on the customer and was cutting the ability to actually do the job.

This seems to me what BT are doing, the outsourced help desk, no one in the UK to escalate to, very slow response from complaints (how long can it take to escalate an issue and the flooding you're blaming it all on was over a month ago) and an outsourced lines team that simply doesn't want to know add up to this in my book. BT are in the MK city centre pushing their video on demand system, which is funny, they have money for that but not to fix their faults.
Like many people in the coming years I will remember their incompetence and reluctance to invest in the infrastructure in the 00's and probably tell them where to stick their future products.

Think about it BT.

British Bastard Telecom

Here we go again. On Thursday I was called by BT and promised a call back later on at 7pm. 7 passed and I had other things to do. They called at 9.15 in the end. Good job no woman would let me impregnate her and produce children, good job that I was actually down the gym at the time.

After an email to the complaints and technical teams I was promised a call back on Saturday after 12.30. That didn't happen and a call back eventually occured at 1pm on Sunday5th. Note, the only communication from the complaints team so far has been automated replies and some words about the floods causing a huge backlog of cases - how long ago was that then?

Anyway this callback led to high hilarity. The caller had actually read some of my email which is always dangerous and we had a nice conversation however the call took the usual turn for the worse.

1. The slow down was blamed on a number of reasons none of which were support by any evidence. Contention at the exchange was put forward - well yes but would that result in the line speed fall or just the download rate - the download rate I would suggest. Additionally the line speed falls has been a slowish deteriation over 2-3 months.

2. Then the slower speed was blamed on the contention BUT that BT were limiting the line speed to ensure a better service. How halving my line speed when I only had a paltry amount in the first place and without slowing down my Father in Law who's on the same exchange and still gets 7 meg is a better service is beyond me. This would be funny if it wasn't for the reason that what BT have done is increased the margin to resolve the line drops that were occuring due to the poor quality of their line - we didn't have the issue for 18 months and now we do. So the line is crap and apparently always has been, despite being fine for so many years previously. Now what they've done is increased the margin on the line - it's now 9. This isn't responsible for the line slowing down, that had alrady occured and the margin increase actually occured after a phone call in June - conversation at lunch time, margin set at 9 on my return home.
This of course is the equivalent of a dodgy garage saying your car is ok, it used to do 100 mph but now it's not that good so only do 50 to hide the crappy repairs. Oh and we want the same money despite offering a crumier service. Ultimately if this was the sole reason then I'd have a speed of 928 or so and loads of margin spare - but despite what the Bt man says they don't set the line speed just the margin. My line speed would be faster than now and the margin around 9.0 But it's not, its around 7 and 960 this morning so things are still going down the toilet.

The line team were contacted (no idea if they were as I didn't talk to them) and the usual excuses were offered - the line will only support 512k, blah blah blah. Of course it will - NOW! Now it's degenerated. No comment on how it could have gone from 1600-1800 down to 828/960 as it is now. Apparently I should just continue to cough up my money despite a line running at half the speed and a provider that frankly doesn't give a shit and passes you off to a crumby call centre where they all try hard but work from scripts.

Same old BBT.

Bt Get worse

Right, so, the call back from BT was fun - 5 minutes of polite waffle and apologies from some poor harrased bloke in Bangalore and a promise to call me at 7 pm that evening (Thursday) to go through a few things. The call back was at 9, which I missed as I stayed by the phone until 8, anticipating the call and then went down the gym.

I got an email at 9.30 I replied to and then an email this evening (Friday 3rd) suggesting unplugging things, removing face plates etc. This would be funny if I haddn't done it before, if I haddn't been told 4 times already to do it, if I haddn't reported that I'd already done it and if I wasn't copy and pasting the entire history of the case in each email.

It's groundhog day for these guys - what call logging system do they use and do they even bother to check a customers history? Where does the information they gather go? I've given it 5-6 times over the phone and 10 or so times via email. The issue simply goes around in circles as they are unable to T/S anything more than a failure that a reboot or router cycle fixes and when you chase up for more action you get another body working from a script.

I will only perform more TS if BT send me one of their official routers, I've spent so long on this and bought a router last year as part of the effort with similar issues to these (the previous one wasn't crocked) that if BT think it's my equipment then they'd better supply something they can support.