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Editor: Matt Paines

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BT Broadband services "STINK", how difficult can it be to get connected?

We moved offices a little over 2 weeks ago, our move in date was the 11th September where everything was in place for a swift relocation. Everything was planned, all the logistics were in place, all the comms ordered and confirmed, so how is it that we were left high and dry after the move with no broadband internet access. Considering the internet is our business, being without it for any period of time effectively shuts us down.


All went well, if you've ever moved either your commercial premises or domestic residence you'll know how much effort and coordinating goes in to a relocation. But the team worked well, everything was boxed, desks were stripped down, computers were dismantled- all was loaded in to hire vans and the 2 miles across town over the preceding weekend. Ok so the lift in the newly refurbished offices wasn't working, which meant we had to lug everything up to the top floor by hand.

But by Monday morning we were all in and ready for British Telecom to put in our phone lines and internet. And that's where it all fell over. BT did turn up, they did put the lines in, we did get phones ... and then nothing - our internet connection at the exchange took until the 20th to get "switched on"!!! In the UK it is BT that have to install the lines at a premises, no matter which providers you use.

Not only had BT failed to deliver on time, but their lack of compation to what they had done to us coupled with a total lack of information was staggering. They were unable to tell us when the situation would be resolved, what the problem was, noone would take ownership of the problem and deal with it. As far as they were concerned, go ahead complain but hard-luck "our terms and conditions state we cannot guarantee a connection date - so you can't sue!"

I am pleased to say that after 8 working days of having no Broadband, confining our activities to dial-up, staff working from home to use their own connections and 3G PCMCIA internet cards, we are now live again.

IMO the service provided by BT STINKS, they have a monopoly on the provision of network connections in the UK, it is high time this strangle hold was removed, either that or they learn what customer service is actually about.

If you have BT nightmare stories to contribute email me (blog@xseo.com) your comments and I'll post them here... Oh and if anyone from BT would like to contribute a reply don't be shy!

Comments

M.P