No Broadband since 28 September......

[#1]

Is there a way to have my issue escalated to a higher level, I raised a ticket on 28th September because I had been seeing drop-outs and then my service ceased completely, since then Ive had an engineer cancel their visit because I was told the fault was found at the exchange, Ive been told twice that BT have gone out and fixed it, but still nothing....... Really Fed Up Now 

[#2]

Hi hduhig,
I've asked one of our faults team to check for an update on this for you.
Jojo

[#3]

Hi Jojo
Thanks, Im sure you can appreciate how frustrated I am.

[#4]

Hi there,
Looks like the ticket's been updated and there's a wider issue in the exchange, we'll keep you posted but hope it gets sorted soon for you.

[#5]

Still, no news... I did get an email yesterday after Jojo's intervention telling me there was a major issue found at the exchange and BT are attending to it, Ive heard nothing today and the ticket has no updates, can someone do a line check for me please.  Im thinking all positive thoughts and I just know you will tell me its all fixed now 

[#6]

hduhig - let us all know if u get billed for the downtime (or whether you get a credit on your account for a free month)

[#7]

HI hduhig,
I'll see if we can get a further update for you.
Jojo

[#8]

Hi hduhig,
One of the faults guys will update your ticket shortly.
Jojo

[#9]

Thanks Jojo,
Still no luck, I get updates telling me its not fixed yet though 
@ StuartUK  I'll let you know...

[#10]

I can see that engineers were working at the exchange yesterday. How are things with the connection today?
PS I can see that the faults team should be providing you with another update this afternoon.

[#11]

Quote from: _Adam_Walker_

I can see that engineers were working at the exchange yesterday. How are things with the connection today?

Flaming good eyesight 
Now waits to see how many Reports to Moderator there are for off topic posting 

[#12]

How are things today Adam.... Hmmmmm lets see....... same as the last 3 weeks ie, zip, zilch, nada.....
Seriously though, are we treated as second class citizens because we are not 1st line BT customers, this really is ridiculous, from what I can make out they have now been to the exchange 3 times and fixed the problem, but actually nothing is fixed, either we are being lied to or they need to look at other possible issues than the card.
Some serious kicks up the butt are needed ..... 
Please have someone contact BT and find out exactly what is going on, then can they call me and explain instead of texting me they are sorry for the delay and inconvenience.
Thanks

[#13]

Quote

Seriously though, are we treated as second class citizens because we are not 1st line BT customer

Direct customers of BT should never gain preference over those that use BT Wholesale services via other ISPs like ourselves. It's a fault with the service and I am sorry this is taking a while to resolve but no one is deliberately putting you to the bottom of any queues here.
Your fault is assigned to a specific agent who said on the ticket that they'd be getting back to you this afternoon. I'll give them a heads up anyway to make sure this gets chased shortly.
Around what time did you last check the connection? According to our connection logs it has been back up since around 10AM
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13191202687933.png" />

[#14]

Whoo Hoo!! 
I have connection, got home last night and it was up, still up this morning when I left for work.
Now what I really need is some nice person to do a nudge to the billing department for my promised Goodwill gesture..... any takers...Adam ...Jojo?
Thanks in advance
Happy from Dorset 

[#15]

Done, I've given 2 months of free broadband subscription, one is to credit you for the duration of the fault and the other as a good will gesture.