Gransnet forums


Seamless ISP switchover not seamless (rant alert)

(12 Posts)
YankeeGran Tue 30-Apr-13 07:41:58

We moved a year ago and after having been with BT for most of our adult lives, thought we'd try Sky. As the 12 mo. contract came to an end, we concluded it was too much money for the little use we made of it and decided to go back to BT. All the conversations made it seem as if the switchover would be painless, but I was right to be sceptical. We were due for a BT engineer to call on the day Sky switched us off.

BT Engineer never appeared. Despite having booked this appt 6 weeks in advance and having had appt confirmation AND the delivery of the equipment, BT claimed the engineers had no record of the appt. Took us 5 days to get another engineer (meanwhile no broadband, no TV) who hooked us up to the internet (yeah!) but couldn't help with the TV connection (boo!).

BT has now concluded (after several telephone conversations) that the YouView box (much hyped and widely advertised) must be faulty but they can't get another engineer here until mid May.

All of this is a long winded way of asking if anyone else has had similar problems with BT - how the problems were resolved and what sort of compensation you received. (And if you did, thanks for reading my rant!)

NfkDumpling Tue 30-Apr-13 07:51:55

Mum had to wait two weeks for a phone to be connected when she moved into her care home (lines already there) and then another two weeks as there was winter vomiting on her floor and the engineer declined to go up. This was understandable, but she still had to wait another two weeks for a ten minute job.

I had a lot of problems with my BT router which crashed out frequently. The nice little Indian chaps on the other end of a long distance line in India with an accent I couldn't barely understand (they couldn't understand me either) insisted it was my computer at fault.
I then realised that the sales department is in the UK. Rang sales and they sent me a new router. All was well for a couple of years but now the same thing is happening again.

I'm changing to Sky!

(compensation? What's that?!)

Anne58 Tue 30-Apr-13 08:09:29

We don't have extra TV channels, just the freeview ones. We have used PlusNet for our ISP for years, and recently switched our landline phone to them.

Brilliant, and much cheaper than BT. Plus. all their contact centres as in UK.

sunseeker Tue 30-Apr-13 08:21:23

I have been with BT ever since we first got a telephone 35 years ago! I don't have any complaints about the service but they are expensive. I only have Freesat TV so I have been thinking about changing my phone and broadband. I have heard good things about PlusNet, was there any problem when you switched your phone Phoenix?

janeainsworth Tue 30-Apr-13 08:26:44

We use Plusnet too.
Last year we had problems with t'internet (v. slow, kept dropping connection) and after multiple calls to BT they came and dug the road up (we came back from the US to find they had actually dug a trench across our front drive, meaning we couldn't get the car out to go to the shops). Diagnosis was that it had been raining a lot and water was getting into the fibres shockshock. I mean, really.
Needless to say there was no improvement after their interventions. Eventually MrA ferreted about on various internet forums and gleaned that it might be the router.
Plusnet supplied a new one free of charge and we haven't had problems since.

And don't get me started on the problems BT caused when I sold my dental practice - I had to write to the Chief Exec of BT business before it was all sorted out angryangry

YankeeGran Tue 30-Apr-13 08:29:15

I have yet to hear from anyone who did it that the switchover was painless, but I think the problems with BT have been beyond acceptable.

Anne58 Tue 30-Apr-13 08:48:30

No, sunseeker none at all! BT tried to tell us all sorts of things, you might not be able to keep the same number etc, but it was no problem at all.

It's amazing as well the sort of deals BT will offer when you say you want to leave, shame they didn't think of that before.

I can honestly say that I would recommend PlusNet to anyone, very reasonable prices, great service and really helpful staff.

We are now paying a total of about £15 a month (sometimes less) for all calls except mobiles and premium rate numbers AND our broadband!

sunseeker Tue 30-Apr-13 08:52:12

BT recently "upgraded" the broadband connection and whereas before I could use my laptop in the sitting room without any problems the connection now keeps dropping out and I have to walk into the kitchen before it comes back!

NfkDumpling Tue 30-Apr-13 08:53:57

We already have Sky tv as before digitalisation terrestrial tv was awful and now we've sort of got used to Sky. Will now look at Plusnet as an alternative to BT phone/broadband.

absent Tue 30-Apr-13 09:01:46

As I am emigrating I no longer require BT broadband. As I knew I would be emigrating I never took up any of the fixed-term, reduced-price offers. I am now told it will cost me £30 to switch off BT broadband. When I queried this, I was told that an engineer would have to go to the exchange. It's a digital age – it does not need a man with a screwdriver. No one had to go to the exchange when I set up BT broadband in London, nor when I moved the BT hub, phone number and billing address to the North-east. Rip off or what? angry

vegasmags Tue 30-Apr-13 09:21:53

Sorry if I'm telling people what they already know, but Plusnet is part of BT, not a separate company.

Anne58 Tue 30-Apr-13 15:14:35

I knew that PlusNet is part of BT, but they couldn't be more different in their approach to customer service and their actual service delivery!