When I spoke to BT about the slowness (sub guarantee) of my broadband, the 'guide' suggested I upgrade to a new contract with EE. With an upgrade to 1GB internet and a first three months reduction on a 24m contract. So I did.
It's been a nightmare since. Wildly inconsistent broadband speeds - some as low as 20mbps and frequent drop outs - even with three boosters. After about 15 calls they identified the issue as the ONT box had been installed in the basement by a BT engineer (before I moved in). I had mentioned this before. So EE agreed to book an appointment to move the ONT free of charge. It was pretty quick and they sent me an email the day before confirming the appointment slot (3 hrs) and asking me to be in. So I stayed home from work and waited.
No one turned up and no one called.
I then called EE and was passed from department to department (on phone for an hour) before someone picked it up from BT TECH TEAM - who had been given zero background - he just answered a phone and I was on the other line. He checked the system and you could hear his confusion - he said there were 'red lights' all over my account and that it'd take him a while to understand what had happened. He called back and explained that a BT TV engineer had been booked from BT QUBE and was clearly a no show. To his credit he said he'd get to the bottom of it and call me back the next day and he did so. But he said that they couldn't book a new appointment as the existing appointment was 'still open' so he'd have to wait til after the weekend. He then called after the weekend and said that whilst it would be sorted it'd take 2 weeks for someone to come.
I want to stress that after being passed around with no one taking any responsibility - David from BT TECH team has been brilliant and clearly done all he can. The first time he picked up the phone he was apologetic and said 'don't worry I will personally stay on this until it is sorted'. He always said when he'd call and always called when he said. I can't speak highly enough of the way he's conducted himself. But the end result is still poor.
It feels like there is a total disconnect between BT and EE - maybe one is front end and the other is back end now? But the worrying thing is that customers are the ones paying. Both me and my wife work a lot from home and this is hurting our businesses and I am paying for super fast 1gb broadband and have something unworkable. Surely someone (more senior) should be in touch with me to acknowledge this isn't good enough and set out how they are going to fix - and to just keep paying and wait another 2 weeks isn't acceptable. To this end I asked David if his manager could call me this afternoon and he has just called to say he will. I will report back how I get on.
