Question #191251191

[#1]

On Monday afternoon I was promised a follow up phone call for 08.15  yesterday morning (Tues 18 June 2019) from your technical support lady in the north east.

I'm still waiting unfortunately! Failing that I would appreciate an answer to the above question. Thanks.

[#2]

I'm sorry to see that you did not receive a follow up call as promised on the ticket, I've passed feedback on regarding this.

As your sync speed is testing lower than the estimates for your line, I have raised a fault report with our suppliers to investigate this further.

Our faults team will monitor this with our suppliers and provide further updates once we have received more information.

I do apologise for any inconvenience this is causing.

Thank you for your patience.

[#3]

Cheers Harry, many thanks for responding so quickly & I'm happy that this has been assessed as a fault.

[#4]

It's me again. I've just received an anonymous email requesting me to yet again perform the Btw speed test. I've done as requested & my speeds are still way down. Could my fault please be passed to BTOR so that it may be fixed? Thanks.

[#5]

Apologies for the automated email asking you to do something that had already been asked previously.

I had already raised the fault report with our suppliers yesterday for you, however as it's logged due to speed issues, it looks like automation sent out the email regarding the bt speed test.

I've just updated the ticket with the latest update from our suppliers, if you could let us know back here once you've replied with the requested information, we'll get that picked up and booked in as soon as possible for you.

Thanks.

[#6]

Thanks Harry, I thought that it might have been a computer glitch but wanted to make sure.

I replied to the text & see that has already been added to my question. However, for belt & braces, PM 21 June, AM 24 June, PM 25 June.

Thanks again for your help.

[#7]

Thanks for that, I've made sure the appointment has been booked and sent confirmation via the account/sms for you.

I hope this helps. -Harry

[#8]

I'm absolutely delighted at such prompt service, very many thanks. All I need now to make my cup to overflow is for England to win the Cricket World Cup!!

[#9]

The engineer has just left after being here for over 2.5 hours. Although he was unable to identify a particular fault he checked several connections at both the cab & at the pole which feed my line. As a result I am now seeing 44/13, an increase in 20% & the best speeds I have seen in years. Please pass on my sincere thanks to BTOR & also thanks to HarryB for giving me such prompt service.

[#10 · Accepted solution]

Hi @tijara33,

We're very glad to hear the increase of your broadband speed., that's what we like to hear.

I have passed on your message to Harry, much appreciated.

Let us know if you have any further queries.