Is BT Broadband getting overloaded?
I’ve been a BT Total Broadband Option 3 customer for 11 months at the time of writing (29th October 2008) and up until the last month I’ve been getting a download speed of around 6000KB/S which is what my line is capable of. I’ve been getting this speed all day and every day which has been the only advantage paying extra for BT.
When a person is connected to the Internet by an Internet Service Provider like BT, the connection has what’s called a “contention ratio”. This is the number of users sharing a direct line to the Internet. If you had fore-instance a contention ratio of 20:1, then you are sharing a direct line with 19 other users. Some Internet service providers choose to tell their customers what their contention ratio is and sometimes you pay more for a lower ratio. Unfortunately most Internet Service Providers like BT don’t say what the contention ratio is, so this ratio could change without notice to anything that BT feel is appropriate at the time. The more users BT sign up without increasing the number of lines, the higher the contention ratio will be. The higher the contention ratio, the slower the Internet connection will be during peak times when lot of users are on-line. This also depends what each user is doing, if various users are downloading all at the time, it will cause a serious slowdown and that’s why most Internet Service Providers have a Fair Usage Policy that restricts users that over use the service, especially at peak times. This is supposed to prevent a small group of people from over using the system in a ridiculous manner, slowing down the overall speed of connection for the many. If an Internet Service Provider is overloaded, then the obvious fix is the reduce the contention ratio by having extra lines, but this take time and costs money. Sometimes as a quick fix, the Internet service provider can shuffle heavy and low users around and try to balance their service overall, but this method will only be effective for a time and eventually as new users are signed up the whole system will become overloaded equally causing an even more serious problem. Unfortunately sometimes another quick fix is to enforce The Fair Usage Policy or even to make it stricter, so restricting more customers for over usage when the service is clearly advertised as “unlimited” in the first place. See also “Isn’t it about time BT’s fair usage policy was made clear?“
A couple of weeks ago, I noticed I was only getting a download speed of around 500KB/S during peak times and I ran an advanced analysis on my connection while downloading. I saw a pattern of no downloading for about 1 second, then a very short spike of 6000KB/S, then nothing again for a another seconds, then back to a very short spike of 6000KB/S and so on, averaging only 512KB/S which was extremely unacceptable. I then noticed that as it got later into the evening as less people were likely to be using the Internet, the spikes became more & more regular until at around 12 Midnight when my connection was constantly back at around 6000KB/S. This was certainly showing the characteristics of over usage and/or a high contention ratio as the system seems to be time slicing the connection.
I complained to BT and after a few calls and Emails, they called me to ask me to test my connection again and low and behold, it was okay for a couple of weeks. I would imagine that BT moved my connection over to a different group of users with lower usage between them as a quick fix when they really need to get more lines.
A couple of weeks later and yesterday from the time of writing, I noticed a slow down again during peak time, it wasn’t as bad as before, but I was getting similar spikes on my connection, again with troughs of nothing. This time it was causing my connection to average at around 2000KB/S which again went back towards 6000KB/S as it got later into the evening.
BT Broadband Option 3 is one of the most expensive “unlimited” Internet packages on the market today at £25 a month not including the phone line rental which costs another £10.50 a month for the standard package, totalling £35.50 a month. One could compare BT to Tiscali Broadband Unlimited which costs a total of just £14.95 a month including line phone line rental, which is well under half the price of BT. If one pays £19.99 a month with Tiscali, you can still save £15.51 a month on BT and get Sky TV through the broadband line too (Both BT & Tiscali start off cheaper for the first 3 months).
I don’t mind paying more for the Internet as it’s very important to me, but I expected to get an excellent service and low contention ratio when I’m paying more more than twice the price of other providers. If I was paying only £14.95 a month including a phone line instead of £35.50 month which I’m currently paying, I’d be much more understanding but quite frankly, it’s an absolute joke that BT are clearly overloaded and are in fact now providing a poorer service for such an expensive price. Lately, even BT’s customer service has been abysmal. It took months and 30+ calls to BT for them to sort out moving my services from one flat to another after repeated mistakes and total utter incompetence from BT. See “Moving home with BT can be a nightmare!” for full details of the trouble and stress I had to go through to move when it’s meant to all be done with one simple call according to BT.
I will be monitoring the slow down again later today and if it’s slow again, I will be complaining yet again. This time if they won’t sort the problem, I will be asking for a MAC code (authorisation code needed to move ISP) so I can move to an Internet Service Provider that can provide a reasonable service. I still have 7 months left of my 18 month contract with BT, but I will demand the charges for leaving early are waived because wanting to leave is directly caused by BT not providing a service that fits with the extremely high price for their Internet service. If they still won’t sort the problem of overloading and refuse to give me a MAC code, I will then complain to OFCOM.
I certainly believe BT Total Broadband is overloaded in my area at least, but there’s no evidence as to how wide spread this problem is. Note, I connect to the “Midland” exchange in Birmingham. I will monitor my connection and will browse the Internet to find out who else if anyone has reported similar problems with BT.
I will update. Please watch for comments.
(Please also see Are BT providing a poor service so people are forced to pay for additional paid services?)
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Comments:
Comment from admin
Time November 21, 2008 at 5:24 am 
Having further problems, speeds are getting reduced to as low as 512KB/S during peak times and it’s time slicing my Internet connection. My friend & neighbour is using Tiscali which similar problems and they have admitted there is a serious problem with my Exchange which is called the Midland Exchange. They said it’s totally overloaded and BT have already tweaked it as much as they can by moving people onto different contentions. I have noticed that my IP profile, which is supposed to be set to the maximum speed my line is capable of is now 6000Kb/S, yet it was set to 6500Kb/S and not long before, 7000Kb/S. My line noise is exactly the same as it’s always been and I’m very close to the Exchange, so should get 7000Kb/s. I suspect BT have tweaked Rambo, which is the system to set IP profiles, to people slightly lower to squeeze a bit more out of the Midland Exchange without a major upgrade which is needed urgently. I am complaining to BT repeatedly and want the slow speed issues resolved or a rebate on my bill as I’m paying top prices for Intenet.
Pingback from Are BT Holding Back ADSL2+ To Loyal Existing Customers? | PJCNET
Time November 23, 2008 at 5:33 am
[...] Well, I can only speculate that since BT put up on their website that they are offering ADSL2+ to existing customers, I have noticed ongoing slow down problems using broadband during peak times. It has progressively got worse over the last couple of months. After lots of complaining, it’s better, but not as fast as it used to be. Could it be that ADSL2+ privileged customers are taking up more than their fair share of bandwidth at the exchange, causing the slow down? I suspect so, but can’t prove it. See also “Is BT Broadband getting overloaded?”. [...]
Comment from admin
Time November 23, 2008 at 6:28 am
See above link “Are BT Holding Back ADSL2+……” as I suspect that because of ADSL2+ tests and because BT offering the new faster ADSL2+ service to new customers, it is slowing down the exchange for loyal existing ADSL Max customers. BT won’t even let ADSL Max customer upgrade yet either and are being very quiet about ADSL2+.
Comment from admin
Time February 6, 2009 at 6:18 am
MORE SERIOUS PROBLEMS WITH BT – THEY ARE NOW ASKING ME TO PAY FOR A BT ENGINEER TO VISIT WHEN BT ARE CLEARLY OVERLOADED!
I’m having very slow speed problems yet again with BT and I believe the local Midland Exchange is overloaded as it’s only very slow during peak times. This is probably due to new sign-ups and maybe even ADSL2+ change overs without upgrading the number of direct Internet lines from the Exchange to cope with the extra demand as they go along like any responsible telecommunications company should.
I have complained yet again to BT and so far got no-where, in fact BT had the nerve to tell me I would have to pay £70+ for an engineer to visit to resolve a problem that they are obliged to fix for nothing as they say I’m not experiencing slow speeds when I most certainly am – are they calling me a liar? It just gets worse and worse – what are BT playing at? I was a Computer Officer in PC Technical support for a very large company for over 12 years and I know a Cisco trained engineer who also knows the problem is caused by BT letting the exchange get too overloaded without upgrading accordingly.
All on-line speed checkers except BT’s official checker confirm I’m getting very slow speeds at peak times, less than 512KB/S when I’m getting 6000Kb/S or more off-peak. I have tested my speed on over 10 speed checkers. I can’t watch streamed videos, browsing is dire and sometimes times out, it is terrible. I strongly suspect that the official BT speed checker checks the line using a priority connection, so bypassing contention congestion. The BT speed tester takes my phone number and tells me what my line is capable of, not what I’m actually getting with the overloaded exchange. I know BT can do this as BT Vision uses the Internet on a priority connection in a similar way to the BT official speed checker. BT conveniently use this speed checker to cover up the fact that they are overloaded, giving customers false reports so they can say that nothing is wrong when it clearly is, blaming local configurations Etc. If the problem was at my end, the Internet wouldn’t be fine every single night during the early hours when usage is minimal. They say I’m getting 7000Kb/S when I’m getting less then 512Kb/S – it’s a total joke and I’m not laughing.
I have experienced slow speeds at peak time intermittently now for many months and Otelo who are part of OFCOM and the ISP telecommunications watchdog say that if a fault isn’t resolved within 3 months or more, the customer is entitled to break a contract and owe nothing to the ISP company. Faults include slow speeds according to Otelo. As BT won’t even admit the fault, I’m very close now to going to Otelo as my Internet is virtually unusable for what I need to do at peak times and I’m now forced to stay up during the early hours to get things done which is totally and utterly wrong.
I have now demanded that my complaint is escalated to a manager and I have asked them to supply a MAC code so I can use another provider if they won’t fix the problem very soon as I am now entitled to leave without owing anything despite being on a contract due to over 3 months with problems. If anything BT actually owe me as I’ve paid for a reasonable service that I’m NOT getting. I will update as my complaint continues…
Comment from admin
Time February 6, 2009 at 10:29 pm
BT sent me an email saying they will phone me about my latest complaint so I can apparently speak to a complaints manager. Unfortunately they didn’t give me more than a few hours notice of the arranged call by email and I was out attending an appointment at the time. BT… although I check my email at least once a day, I DON’T CHECK IT EVERY SINGLE HOUR OF EVERY DAY – yet BT seem to expect this! On returning home, I was surprised to find only a standard call from BT Broadband Tech Support (India) asking me to call the usual number 0800 111 4567 on my answering machine. I’ve explained before that speaking to tech support is pointless as the problem is with the BT Midland Exchange – NOT anything at my end as it’s perfectly fine during off-peak times. So what is the point in checking my computer configuration or putting my broadband cable into the test socket when THE PROBLEM IS AT THE BT MIDLAND EXCHANGE? Incidentally, I’m NOT racist in any way what-so-ever, but the dialect and accent of most of the tech support staff at BT India are extremely hard to understand. It’s obvious that English is their second spoken language. As they are speaking a second language they are impressive and some are very good, but surely BT should understand that it’s difficult for English people to understand many of them and this makes it much harder for them to resolve faults and an unpleasant experience for customers. I would rather pay a bit extra and have Tech Support based in the UK and so would most British citizens.
It’s Friday night and I’ve noticed the Internet isn’t so slow tonight. My friend and neighbour however who is using ADSL2+ on the same exchange is now only getting ADSL standard speeds. I have checked the BT Midland Exchange on http://www.kitz.co.uk and sure enough and ADSL2+ (21CN) is disabled and it was certainly enabled a few days ago at the time of writing.
It looks like BT have slyly turned off ADSL2+ to customers who are actually paying for it like my friend on Tiscali who stlll uses the BT Midland Exchange. They have done this as a quick fix to improve congestion as it is clearly overloaded. It’s strange that BT still fail to admit this despite taking this drastic action. My Internet speed is better tonight on ADSL standard, but my friend is quite rightly angry as he didn’t even receive a letter to say he was getting downgraded and is still apparently supposed to pay the same.
All this is because BT didn’t upgrade the BT Midland Exchange with demand, instead waiting for it to get overloaded and denying it is in fact overloaded. BT are quite likely doing similar in many parts of the country. The BT Speed Tester clearly tests the Internet speed using a priority line that bypasses the congestion like BT Vision uses a priority connection, so even when the actual download speed is terrible as tested on many other speed testers, BT insist it’s okay.
The whole thing is very dishonest from BT and I am continuing with my complaints. They are certainly hiding things from their customers and are sweeping things under the carpet.
(Disclaimer: Above is my personal opinion on events, they are not proven facts)
Comment from admin
Time February 10, 2009 at 1:41 am
Still having problems with slow speeds during peak times only. BT engineers had the nerve to tell me that I’d be charged for a resolution after telling me just to clean out my Internet cache which they said would definitely resolve the problem – do they think I’m stupid? Anyway I do this regularly anyway as part of good PC house keeping. I kept saying that it’s not my PC at fault as it’s fine off-peak, but they won’t listen.
After another night of getting fobbed off trying to speak to someone in BT complaints, I have written a final complaint advising that I will be speaking to OTELO (ISP watchdog) and asking for a MAC code if they don’t resolve the problem quickly. According to OTELO, I am entitled to a MAC code without owing any fees for breach of contract if the ISP doesn’t resolve a problem (includes slow speeds) for over 3 months. The problem has been outstanding for much longer and BT won’t even agree to fix it as they say I haven’t got a problem on my line. I know it’s the BT exchange overloaded as it’s ONLY during peak times as I said, but BT still fail to acknowledge this. 10 different speed testers day I’m getting dire speeds, yet the BT speed tester and ONLY the BT speed tester saying I’m getting good speeds which I’m just not getting. This tester clearly uses a priority line so they can cover up slow speeds.
Awaiting a reply from my latest complaint.
Comment from admin
Time February 11, 2009 at 4:39 am
Ouch, my 8MB broadband which normally runs at 6000Kb/S+ was running at 120Kb/S last night, so slow it was unusable – pages timing out Etc. Complained for what must be literally the 20 time to BT and they are apparently escalating the problem after a few hours trying to do this. I have demanded that if they can’t fix it, I want a Mac code without ties so I can goto someone who can provide a reasonable service. Waiting yet again – BT still haven’t replied to any complaints recently – they appear to be ignoring them. If nothing is done within the next 7 days, I will goto OTELO as I am getting treated terrible. I believe BT know the exchange is overloaded and they are covering up. This is extremely unfair. As usual during the early hours of the morning when it’s off-peak my speed is perfectly fine.
Comment from admin
Time February 11, 2009 at 5:24 am
Here is a copy of my latest complaint:
“PLEASE ESCALATE TO A MANAGER AS I KEEP ASKING FOR THIS! I AM NOW GOING TO OTELO IF YOU WON’T DEAL WITH MY COMPLAINT!
I have been a loyal customer who pays his bills on time every time – so why are BT treating me so terrible?
BT clearly don’t take complaints seriously as they would surely deal with them. I have been asking for a customer services manager for ages now, yet I’m repeatedly fobbed off with 0800 111 4567 (Broadband Technical Help who never help) and my latest 2 complaints have been so far completely IGNORED!
I have picked “General Complaint” as you simply IGNORE my technical complaints as proven, so please read this – it is now being logged as evidence for OTELO. All I want is a usable Internet service that is fit for the purpose. A broadband service should allow the customer to watch videos for instance, MINE DOESN’T, well certainly NOT at BT peak times as it’s FAR TOO SLOW, I have to stay up all night to do this when hardly anyone uses the Internet to have this luxury that I’m paying for and used to get.
THIS IS YOU LAST CHANCE TO RESOLVE MY PROBLEM BEFORE I GOTO OTELO (Part of OFCOM – Telecommunications watchdog) as I have been reasonable and have given BT repeated opportunities to resolve the matter to no avail. I will then be demanding a MAC code WITHOUT making any further payments on my contract as IT’S BT WHO WILL HAVE BREACHED THE CONTRACT – NOT ME! Otelo clearly specify that if a fault has been outstanding for more than 3 months (and it includes slow Internet speeds – it’ clearly states this) then the customer can leave a contract owing NOTHING and they are entitled to a MAC code to go elsewhere.
What do I have to say to get BT to even pass my complaint to a complaints manager?
I am on 8Mb broadband and I usually get speeds of 6000Kb/S+, during peak times my speeds have been at least 3000Kb/S+, well until the last number of months. Last night numerous speed testers across the Internet said I was getting as low as 120Kb/S which is DIRE and UNUSABLE! I have BROADBAND, NOT DIAL UP! Pages take forever to load and time out. Watching videos is completely impossible – as I said IT’S NOT FIT FOR THE PURPOSE and isn’t classed as broadband at this slow speed as its NARROW BAND speeds.
AS I KEEP SAYING THE SPEED IS ONLY POOR AT BT PEAK TIMES and at worst between 5pm-10pm weekdays, in the middle of the night my Internet speed is FINE! Perfect every single night. The BT speed checker disagrees with every single speed checker on the Internet that says my speed is okay, that’s if the speed checker loads as the connection is so slow. THE BT SPEED CHECKER USES A PRIORITY CONNECTION THAT BYPASSES THE OVERLOADED CONTENTION AT THE EXCHANGE! BT are covering up for the fault because they don’t want to resolve it – or won’t as it’s proved. Because of this BT engineers keep saying that my speed is fine as THE INFORMATION THEY ARE READING IS INCORRECT! If it took into consideration the overloaded contention at the BT Midland Exchange, it would show as low as 120Kb/S at times and rarely higher than 512Kb/S at peak times which is TERRIBLE! During off peak I consistently get 6000Kb/S+ which PROVES NOTHING IS WRONG WITH MY PC, yet engineers keep repeatedly making me try pointless and useless things on my PC that certainly won’t fix the problem. Doing this wastes everyone’s time and is insulting to my intelligence.
Your BT Midland Exchange is overloaded quite clearly. I worked in PC technical support for over 12 years and a friend of mine is CISCO network trained and we certainly know this, yet BT engineers keep going through the farce of checking my PC. IT IS NOT MY PC. In fact I even have more than 1 PC and it does matter which one I use, THEY ALL EXPERIENCE EXTREMELY SLOW SPEEDS AT BT PEAK TIMES when my Internet is unusable. WHY SHOULD I STAY UP ALL NIGHT JUST TO USE THE INTERNET?
I have been amazed that BT on 2 occasions now have actually told me I would have to PAY FOR THE PROBLEM TO BE RESOLVED! I am amazed at the cheek. BT provide a DIRE unusable service that ISN’T FIT FOR THE PURPOSE! I should be getting COMPENSATION, yet BT actually tell me I HAVE TO PAY TO GET IT RESOLVED! This is the LAST STRAW! I can’t get my breath at how I am being treated and I know OTELO will agree.
I SAY AGAIN – THIS IS YOUR LAST CHANCE BEFORE I GOTO OTELO! I will also be seeking legal advice from a solicitor if necessary. ALL I WANT IS A USABLE INTERNET SERVICE, fast enough so I can watch videos that are designed for broadband speeds, so I don’t have to stay up until the early hour to do it when most people are in bed – LOOK IT’S 4.15AM AT THE TIME OF WRITING THANKS TO BT AS I HAVE TO STAY UP TO WORK ON THE INTERNET! I never used to have to do this and BT are obliged to fix it for nothing – in fact if anything I should be getting compensation for the way I’ve been treated.
Does BT Business Broadband have a better contention at the Exchange? If so could someone perhaps do me a deal on this as I’d only be going to this to resolve a problem that should be fixed by BT anyway?
I will now give BT 7 more days for come up with a resolution before going to OTELO and demanding a MAC code without paying any penalties for breach of contract by BT!
Here is one of my many complaints: VOL011-16990403176″
Comment from admin
Time February 11, 2009 at 5:54 pm
BT SIMPLY WON’T REPLY TO A SINGLE COMPLAINT – I am utterly disgusted with BT.
Comment from admin
Time February 11, 2009 at 6:08 pm
Complained yet again on the phone, told to send an email to ebilling@bt.com and say that I’m having problems with BT Broadband – this seems like another fob off. I am NOT getting Broadband speeds and I’m NOT able to view sites that are designed for Broadband like Youtube at peak times.
Comment from admin
Time February 13, 2009 at 12:37 am
BT are still completely ignoring my complaints, no responses what-so-ever. Disgusting customer service to the extreme. I have had to complain to OTELO (Watchdog). I initially complained about the speed on 20th October 2008, so it’s over 3 months which OTELO says I’m entitled to a MAC code without owing anything. As BT won’t talk to me about it or respond, I’ve had to go to OTELO.
I now recommend you STAY AWAY FROM BT!
It’s just an opinion based on my recent experience (Disclaimer)
Comment from admin
Time February 15, 2009 at 7:56 pm
BT are still refusing to reply to a single complaint in any way what-so-ever. I have just tried to call them and the 1st operator picked up the phone and put it down again. All this because I know that they are overloaded – I seem to know too much. Phoned again to ask why they refuse to answer any complaint in any way what-so-ever, totally ignoring them and I only got passed the standard tech support number again on 0800 111 4567 that are totally useless in every way. I complained asking who I speak to regarding BT refusing to answer any complaints, got a load of rubbish about how maybe they aren’t getting the emails that are sent via BT.COM – seems like a petty excuse and I’ve been told to call 0800 328 9643 for some sort of help desk for BT.COM – her attitude was awful and this number is shut – absolutely hopeless in every way. I am now entitled to a MAC code without any breach of contract payments because BT have certainly breached the contract themselves and the problem has been for well over 3 months but BT won’t help. Still awaiting OTELO help and continuing to attempt to complain to BT asking now for a MAC code which I’m entitled to until OTELO rules. Asking for MAC code is a last resort as I’d rather BT just provide an accept level of service. I have tried everything possible to get BT to provide broadband speeds above 2000Kb/S during peak times which is the minimum standard acceptable, but they continue to refuse to accept that there is even a problem.
I’M SHOCKED BY BT AND THEIR DISGUSTING SO CALLED CUSTOMER SERVICE.
Comment from admin
Time February 17, 2009 at 6:21 am
My friend and neighbour is using Tiscali who have admitted that the BT Midland Exchange is overloaded and he has had a rebate on his bill. BT continue to deny this FACT to me and still won’t answer a single complaint. When I call them, they say it’s my PC which is a complete lie.
Comment from admin
Time February 17, 2009 at 7:35 am
HERE IS MY LATEST BT COMPLAINT:
TOTAL IGNORED COMPLAINT REFERENCES – No response from BT what-so-ever – no emails – no phone call – nothing:
20549686 (9th Feb)
20487329 (5th Feb)
20461469 (4th Feb)
I have dates of various other complaints about the following issue since October 2008! BT are supposed to take complaints seriously? I am disgusted and unless my problems are addressed I demand a MAC code using general condition 22 without breach of contract payments as I’m entitled under OTELO rules since my problem hasn’t been resolved for over 3 months (4 months). I will also be seeking a rebate from my existing bills and will be going to OFCOM/OTELO if necessary to obtain this.
PLEASE PLEASE READ THIS COMPLAINT AND RESPOND PROPERLY! Please pass immediately to a complaints manager urgently as I’m being treated in a disgusting manner by BT who are still ignoring me and my complaints about a terrible service I’m receiving, yet I have paid every single BT bill on time, every time without one problem, so why are BT ignoring me – AM I NOT A GOOD CUSTOMER? Please DON’T pass the buck onto Broadband technical support on 0800 111 4567 as THEY CAN’T HELP and I’ve spoken to them at least 20 times since I first had this problem to no avail – I certainly now need a complaints manager at BT to liaise with! Please be reasonable!
Since BT are literally blanking my complaints that they are supposed to take seriously, I have had no other choice but to complain about BT to OTELO (OFCOM recognised) as BT are a member. I YET AGAIN ASK FOR A COMPLAINTS MANAGER TO DEAL WITH MY CASE (This is at least the 5th request for this) instead of fobbing me off and/or completely ignoring me as BT have done for 4 months. If BT do finally resolve the problem in a reasonable manner, I will drop the OTELO action. All I want is a reasonable service that I can use to watch Internet TV when I choose to, 8Mb broadband should certainly be capable of this, especially when I’m very close to the BT Midland Exchange! I used to get a great service from BT and was happy – so what’s happened, WHAT’S CHANGED?
My friend and neighbour is on Tiscali and like me using the same BT Midland Exchange for broadband. The BT exchange is extremely overloaded and Tiscali have actually given him a rebate on his broadband bill because of this – this is a fact. They say they can’t get BT to fix the problem and that YES, the BT Midland Exchange which we BOTH use is MOST DEFINITELY OVERLOADED. I have been trying to tell BT this for 4 months, yet I’ve literally been lied to repeatedly to the extent of even being asked twice to PAY for home PC tech support which obviously won’t help as BT need to fix the BT Midland Exchange. I am also now most certainly entitled to a rebate on my bill for such dire service and for many hours of terrible stress chasing BT to no avail when I should have been enjoying my broadband that I’ve paid for. Incidentally, I am also writing full details of my complaints on a very popular blogging site and am awaiting BT to respond to ignoring my complaints completely. According to BT, complaints are supposed to be answered within 48 hours, so why are my most recent 3 complaints totally ignored from some time ago?
I have suffered very slow speeds during peak times since October 2008 because of the overloaded BT Midland exchange and BT refuse to even acknowledge the problem to me and continue lying to me saying it’s my PC when I am a PC expert who worked in technical support for almost 13 years – it’s insulting to my intelligence. THE SLOW SPEEDS ARE AT BROADBAND PEAK USAGE TIMES ONLY and have been so bad that BROADBAND IS NOT FIT FOR THE PURPOSE AS I CAN’T USE BROADBAND DESIGNED WEBSITES! I am very clever when it comes to PCs and telecommunications and have incidentally noticed that BT have temporarily disabled ADSL2+ (21CN) on the BT Midland Exchange in an attempt to ease the congestion, but this isn’t sufficient as it’s too heavily overloaded. BT clearly know the BT Midland exchange is overloaded and it’s pointless not admitting it now as Tiscali have 100% confirmed this AS FACT! SO PLEASE STOP LYING TO ME AND ANSWER MY COMPLAINT, FIX THE PROBLEM AND COMPENSATE ME FOR THE INCONVENIENCE CAUSED!
I NOW DEMAND A REBATE ON MY BILL! PLEASE STOP LYING THAT IT’S MY PC – why are you trying to cover up the facts! Incidentally I have 2 PCs which both slow down on 20 different speed testers during peak times. The official BT speed tester uses a priority line to test the line speed and doesn’t show the actual speed obtained during peak times including the contention which can be as low as 120Kb/S at worst times when I get 6000Kb/S+ off peak, E.g. 4am in the morning.
If BT continue to refuse to even answer my complaints, including this one and the past 3 complaints, I will continue my complaint with OTELO, informing them that Tiscali rebated my friend and neighbour because the BT Midland Exchange is overloaded – PROVING THE PROBLEM IS WITH BT. I will also demand a MAC code owing nothing for breach of contract under OTELO rules. I will continue to review my experiences with BT on-line. I WOULD MUCH RATHER BT RESOLVE THE PROBLEM – PLEASE PLEASE BE REASONABLE AND ALLOW ME TO TALK TO A COMPLAINTS MANAGER ASAP!
Pingback from Are BT providing a poor service so people are forced to pay for additional paid services? | PJCNET
Time February 17, 2009 at 8:54 am
Please also see Are BT Providing a poor service so people are forced to pay for additional paid services?
Comment from admin
Time February 20, 2009 at 3:23 am
Finally after threatening BT with OTELO and the press, they have finally started replying to my complaints. A BT engineer actually visited my address for free, although he couldn’t do much but confirm the problem isn’t at my end, they are trying to fix the problem at last. It shouldn’t take threats however to get BT to respond to complaints, but at least they are addressing the problem at last.
Comment from admin
Time February 24, 2009 at 7:19 pm
BT appear to have changed me other to another contention, it’s not great, but a the moment it’s acceptable, getting speeds just over the minimum level of 2000Mb/S at peak times. Incidentally, when the BT engineer visited he said that the congestion was likely to be even beyond the BT exchange which is quite serious.
Comment from admin
Time March 5, 2009 at 9:03 am
Getting slowing an unacceptable again, down to 1500Kb/S tonight, but it takes ages to get to that speed when continuously downloading. It never did this before and I suspect BT have reduced the service to everyone even more to attempt to cope with the overload. BT were meant to roll out ADSL2+ soon, yet if BT can’t even cope with standard ADSL Max, then this will probably suffer long delays.
Comment from admin
Time March 16, 2009 at 12:54 am
Today and yesterday BT speeds suddenly seem to be back to normal after about 5 months of slow speeds during peak times. Hope it’s been fixed and it lasts. Will update.
Comment from admin
Time March 17, 2009 at 6:31 am
BT speeds DIRE yet again, fluctuating from 1000kb/s to 2000kb/s which is below OTELO guidelines for an acceptable service. Yet another complaint has been made on the phone, actually spoke to a BT customer services manager finally but still not getting anywhere except promises they will looking into it, but THEY NEVER EVER DO. I have had enough, I am very close to leaving and not paying any breach of contract bills as BT have officially and legally breached their contract for providing dire speeds for over 3 months (in fact over 5 months now). The problem is even though this is most certainly a fact, BT will attempt to deny this and it will be a fight. I also have numerous other complaints about BT’s abysmal service and BT refuse to even answer any of my complaints now. It’s impossible to continue as a customer. I have literally made at least 50 calls to BT with at least 20 complaints in the last 6 months.
Comment from admin
Time March 17, 2009 at 5:49 pm
Complained yet again to BT and if they don’t reply what-so-ever this time, I am leaving to another provider such as Talk Talk and I will refuse to pay breach of contract charges, I informed BT that they have breached the contract on numerous occasions and have written to this effect on my latest complaint.
The Internet is running very slow yet again today and BT’s speed tester is only now working when the system is very quiet, E.g. early hours of the morning. At the moment it complains that the system is busy. This will now therefore only collect results when the system is running okay when hardly anyone is using BT. This is a complete and utter joke. As well as speed problems there has been numerous complaints after moving in July 2008 and my accounts still are sorted after at least 40-50 phone calls to BT.
Comment from admin
Time March 17, 2009 at 6:00 pm
Actually managed to get BT’s speed tester to run and even this says I’ve only got 1989 kbps.
Comment from admin
Time March 17, 2009 at 6:47 pm
Called BT tech support and they ran a line test to say there is a fault on my copper line. She then spoke to telephone line tests who apparently didn’t fine a fault. Now yet again being told different things from different departments, getting messed around when I’m suffering a terrible service. Explained that I’m sick and tired of problems with BT and that I now am in my rights to leave owing nothing on for ending the contract due to them breaching their contract, but the operator failed to respond and changed the subject. I have been told to test again for another 3 hours and call back again. Yet another fob off, suspect they are still heavily overloaded. If my speed goes back to normal late tonight again, this will be proven again. So far I have wasted 45 minutes on the phone to BT today alone + 30 minutes writing another complaint despite them not responding to any recently what-so-ever.
Comment from admin
Time March 18, 2009 at 4:30 am
Speed perfectly fine again now as it’s caused entired by BT being overloaded. SICK OF BT LIES! THEY ARE CERTAINLY OVERLOADED and have been for the last 5 months now.
Comment from admin
Time March 18, 2009 at 8:38 pm
BT actually called me today regarding complaint, but told me I have to speak to techical support yet again, protested that I’ve called these numerous times and they only ask me to do ridiculous resolutions that can’t possibly fix the overloaded BT exchange. The operator then said he was doing a line test and went away even though this was only done yesterday – he didn’t and didn’t call me back. Phone up again to complain, the 2nd operator asked to clean temporary files yet again that can’t resolve the problem, the BT engineer who visited my home confirmed nothing was wrong with my PC weeks ago. Complained and got given a complaints number. Called it and found it to be a chargeable PC home support service when it’s BT’s overloaded exchange. Complaining yet again to BT. Phoned to complain again, but only got told to make a formal complaint when numerous have already been made.
Going round and round and round in circles – BT are absolutely useless in every respect and can’t deal with any complaints and can’t deal with the simplest of problems.
Comment from admin
Time March 19, 2009 at 1:51 am
The BT speedtester now doesn’t run during busy times as reported busy when it’s at this time broadband is slow. It’s makes it look again like BT aren’t having any problems when they clearly are.
Comment from admin
Time March 19, 2009 at 6:33 pm
Now getting speeds close to 512Kb/S when I get constantly 6000Kb/S+ in the early hours at say 4am as BT is overloaded.
Comment from admin
Time March 20, 2009 at 1:42 am
It’s 12.35am turned and my speed is still only 2000Kb/S even though it’s late and demand for the Internet will be reducing. At peak time my speed was 512Kb/S which is dire. I couldn’t watch Internet TV and even Google took a while to load. BT is getting worse and WORSE. I have complained and complained til I’m blue in the face. I complained yet again tonight on the phone and apparently my problem has been sent to BT Wholesale. Amazingly my previous complaints were closed without them being fixed and many without even a reply. It’s absolutely disgusting to the extreme. I’ve now been suffering slow speeds with BT since October 2008 and I still have many other problems, including BT not sorting out my move since July 2008 after at least 50 phone calls as I still have 2 broadband accounts and BT actually owe me money on the previous account when it wasn’t transferred properly due to BT mistakes. BT are now taking much larger payments on my newer account that I do not owe. All this now gives me the right to leave BT without paying breach of contract costs as BT have breached the contract clearly on numerous occasions. I have taken every possible step to resolve the problem except write to BT via snail mail which OTELO are now asking me to do. Why should I now wait a few more months on a terrible service waiting for BT to reply via snail mail, haven’t I suffered enough? Also I’m fed up of BT saying I have a problem with my PC even after a BT engineer actually visited and checked my PC and internal wiring, ADMITTING BT ARE OVERLOADED! I’m very close to leaving, refusing to pay my final BT bill and getting a solicitor if necessary. I need a reasonable broadband service, charged at the correct amount and BT cleared are not capable of providing this as an ISP.
Comment from admin
Time March 20, 2009 at 4:54 am
Written yet another complaint to BT as follows except I have put xxxxx instead of my account numbers:
“These complaints are now being published on-line!
UNLESS BT SORT OUT MY DIRE BROADBAND SPEED WITHIN THE NEXT 7 DAYS – I WILL TERMINATE MY CONTRACT WITH BT AS THEY HAVE LEGALLY BREACHED THE CONTRACT AND I WILL REFUSE TO PAY ANY FINAL BILL AND A SOLICITOR WILL BE INVOLVED AS I WILL BE DUE COMPENSATION FOR BT’S BREACH OF CONTRACT. I WILL ALSO GOTO THE BBC AND NEWSPAPERS TO EXPOSE BT AS WELL AS OTELO WHO I’M ALREADY DEALING WITH!
I ALSO DEMAND THAT MY 2 ACCOUNTS FROM MOVING IN JULY 2008 ARE SORTED OUT FINALLY BY SENDING ME A VALID CHEQUE FOR WHAT IS OWED FROM CMxxxxxxxx! I WILL CERTAINLY REFUSE TO PAY MY NEXT BILL OF £34 AS I DO NOT OWE THIS AND BT HAVE ALREADY OVERCHARGED ME AT £19 FOR THE LAST 3 MONTHS WHEN I HAVE PAID EVERY MONTH! I HAVE AND ALWAYS HAVE HAD JUST 1 BROADBAND CONNECTION, NOT 2 AND I REFUSE TO PAY FOR 2.
I have suffered yet again speeds as slow as 512Kb/S when I used to get 6000Kb/S. It gradually got better from 12 Midnight to 1000Kb/S, then 2000Kb/S, then 3000Kb/S until 6000Kb/S at 3.30am when no-one much is using the Internet. I can’t even watch streamed videos and BT’s speed tester won’t run as busy – this is laughable. THIS PROBLEM IS SINCE OCTOBER 2008 and I have made numerous complaints until I’m blue in the face, most ignored and not answered. I now deserve compensation now for this DIRE SERVICE. NO, I will NOT call your technical support yet again to be told it’s my PC when I am a PC technician myself and a BT engineer visited my property and admitted THAT BT ARE OVERLOADED! I have done this at least 20 times and it’s just wasted my time! BT even have the nerve to fob me off to BT HOME IT SUPPORT (A PAID SERVICE). They are ripping innocent customers off and BT surely need to be exposed for this.
I am STILL trying to get BT to sort out my account after MOVING IN JULY 2008 as BT STILL OWE ME MONEY! I am being overcharged on my recent account CMxxxxxxxx because I am owed money on my old account CMxxxxxxxx and BT have finally sent me a USELESS cheque spelling my name wrong when I’ve been a customer of BT for ages. BT have made numerous mistakes since JULY 2008 and I’m sick and tired of complaining and phoning. BT state that 1 simple phone call is all that is required to move, MORE LIKE 30+! Again BT need to be exposed.
REMEMBER: EITHER SORT THIS ALL OUT WITHIN THE NEXT 7 DAYS OR I WILL CERTAINLY BE TERMINATING MY CONTRACT + I WILL BE EXPOSING BT TO THE MEDIA! ANY FINAL BILLS WILL BE MET WITH LEGAL ACTION – BT HAVE BREACHED THE CONTRACT AND WILL BE DUE COMPENSATION!
I was reasonable for my first 10 complaints, but BT are forcing me into this action.”
Comment from admin
Time March 20, 2009 at 6:40 pm
I made a complaint on the 18th March and BT guarantee a reply within 48 hours, they rarely answer at all now and very rarely if they don’t within 48 hours. BT NOT ANSWERED COMPLAINT – IGNORED! Speed running less then 1000Kb/S at the moment, very slow, slightly better than yesterday, but still not at full peak yet. BT is getting worse.
Comment from admin
Time March 25, 2009 at 9:29 pm
BT not passed to BT Wholesale as promised. My neighbour on Talk Talk is getting 6000+ Kb/S tonight while I’m getting 700Kb/S on BT. Had enough for terrible service for 6 months now as dire unacceptable speeds. Calling BT to complain YET AGAIN and close now to finally leaving refusing to pay any final bill as BT have breached their contract time and time again.
Comment from admin
Time March 25, 2009 at 10:13 pm
Waiting in queue for over 20 minutes, then just timed out and gone back to normal BT’s menu. An absolute joke. Not even the menu I want – not even the BT Total Broadband number. BT are getting worse and worse. Rang back, waiting in queue YET AGAIN – waiting and waiting and WAITING for this terrible abysmal excuse for a service from BT. Waited twice in queue and gone dead again, these are supposed to be the telecommunication experts where this is apparently their business. Phoned cancellations and they say that I’m going to be sent a final bill as my speed is 6500Kb/S which is a complete and utter LIE! Advised them that this is wrong and a complete lie and advised me to speak to broadband technical help again. I am in my legal right now to leave BT owing nothing, but BT won’t acknowledge this. Finally got to speak to someone on the technical help desk for what it’s worth.
Comment from admin
Time March 26, 2009 at 7:35 am
I HAVE DUG UP SOME AMAZING INFORMATION – “The BT system is not truly web-based: it asks for your phone number to pull up a physical address of your BT phone line and it then asks the exchange you’re connected to to send a trace packet up your line, ‘phone home’ when it reaches something at your end (like a router), then return home.” THAT’S WHY THE BT SPEED TESTER DOESN’T GIVE A TRUE SPEED!!!!!
IT IGNORES CONGESTION FROM BT BEING OVERLOADED!
Complaining yet again now with this new evidence and they better listen!
Comment from admin
Time March 26, 2009 at 7:42 am
IN SUMMARY: THE BT SPEEDTESTER ONLY TESTS LINE SPEED, NOT INTERNET SPEED! Yet I have reported slow Internet speed and BT use the line speed to insist all is okay repeatedly. I have put in another complaint.
Comment from admin
Time March 30, 2009 at 5:45 am
Found an excellent site that reports that my Exchange had:
“red Virtual paths: Red
BT is reporting that some of the virtual paths at this exchange are not operating within BT Wholesale’s planning guidance, although they are still operating within the product specification.
At busy times, your ADSL connection may operate at a reduced speed, although not all customers on your exchange may be affected. You should only contact support if there is no current ETA date set.
The ETA fix time is: 19 Mar 09
Record last updated: 09 Mar 09
Historical information for this exchange:
Status Date
red 02 Mar 09
red 23 Feb 09
red 16 Feb 09
red 09 Feb 09
red 02 Feb 09
Please note: This checker is not a generic fault tracker. It is updated weekly when updates are available and reflects a snapshot of speed capacity from each exchange. Results shown here should not lead you to conclusive proof of an issue.
Return to exchange detail”
This meant the my Exchange didn’t have enough connections to the Internet – BT were coving up and lying all along and it’s NOT GOOD ENOUGH!
Maybe fixed now for the time being, will test tomorrow and will update.
To check your Exchange, please see http://usertools.plus.net/exchanges/? as this is extremely useful.
Comment from admin
Time March 30, 2009 at 4:25 pm
BT speed this evening at 4.25pm is only 1.5Mb/S which is very poor and it’s early yet, not the worst time. I am sick and tired of BT’s lies and promises that they do not for fill. My local Midland Exchange is in condition red, yet BT deny my speed is slow.
Comment from admin
Time March 31, 2009 at 5:18 pm
After really having a go at BT again on the phone a friendly engineer from Open Reach has visited my property and the local exchange. He understood the problem and hopefully it’s fixed. Testing and will update.
Comment from admin
Time April 1, 2009 at 6:07 pm
I suspect the engineer has moved my line onto a slightly less busy contention on the overloaded BT Midland Exchange. I strongly suspect that the actual problem isn’t fixed and this is still only fire fighting. My speeds are a little better, but still between 1Mb/S to 2Mb/S during peak times, which I suppose is better than 0.5Mb/S often before, but still not good enough. I used to get 6Mb/S+ at all times and rarely slower, but never lower than 4Mb/S. My friends and neighbours on Talk Talk regularly got 6Mb/S+ and now they are on “Speed Boost” which must be ADSL2 or ADSL2+ as they are getting 15Mb/S, yet BT still won’t offer ADSL2+ either and the likely reason is again because BT is overloaded. BT can’t even cope with standard ADSL let alone faster speeds on ADSL2+. Still complaining to BT and will update further.
Comment from admin
Time April 4, 2009 at 6:18 pm
Speed has been reasonable for a few days after a BT engineer finally visited the Midland Exchange.
BT ARE BEYOND BELIEF: My Internet went off this afternoon for 5 minutes without any warning and the broadband light went off on my router. It’s came back on again just as I was about to cal BT, but the slow speed problem has returned to my dismay! I suspected that BT had moved my contention back again, probably trying to fix someone else’s slow speed problems. The Midland Exchange still stays it’s in status red as the virtual paths are still overloaded at http://usertools.plus.net/exchanges/? and I’m now sick and tired of BT not providing usable broadband service when I’m paying top prices. I’m now getting speeds not much more than 0.5Mb/S while my friend and neighbour is paying less on Talk Talk getting over 15Mb/S consistantly which is 30 times faster than my connection BT.
Complaining yet again to BT. At least I have a pin number to call the fault tracking line instead of the standard support number in India which I know is terrible from experience in every way.
Normally the BT speedtester says my speed is fine as it only checks my line to the Exchange, but amazingly it says I’m only getting 660Kb/S when I’m should be getting 6000Kb/S+, so I now suspect another problem. BT are passing to engineers while I try another ADSL filter + resetting the router Etc. Tried 2 PCs on same connection and they are both running slow online, so not PC.
I’ve now had slow speeds with BT since October 2008 and I’m sick of it.
Comment from admin
Time April 4, 2009 at 8:05 pm
Speeds so bad now I’m getting around 400Kb/S and BT admit visiting the Exchange this afternoon. They have caused the problem and yet say it’s not their fault. COMPLAINING COMPLAINING COMPLAINING. My Internet isn’t usable at all now. SICK TO DEATH OF BT! Called them and they cut me off and didn’t call back. Terrible to the extreme. Waiting in a long queue again on a so called priority line.
Comment from admin
Time April 4, 2009 at 8:38 pm
After lots of arguments, finally got BT to agree to send an engineer tomorrow morning to the Exchange, I’ll believe this when it happens. Requested to leave BT because of the terrible service including speed since October 2008 and moving problems since July 2008 which still isn’t sorted. He admitted that work was done at the Exchange exactly when my broadband went. BT Engineer also admitted that I am in my legal rights to leave without owing a final bill, he says I can call them tomorrow to legally leave to another provider. Will call, but expecting a totally different story.
Comment from admin
Time April 4, 2009 at 8:49 pm
Had my phone line cutting off and on, it’s now finally back to 6000Kb/s – they are obviously working on the Exchange.
Comment from admin
Time April 18, 2009 at 12:32 am
Dreadful problems yet again and my broadband speed is now worse than ever at around 512Kb/S, I’ve been unable to watch videos and even Google has took a while to load today, it’s totally and utterly unacceptable and I should be entitled to compensation for what must be literally 30-40 calls to BT with the same problem over 7 months with at least 15 complaints. I have been on the phone complaining to BT for literally hours yet again, going round in endless circles with BT’s dire support getting passed around numerous totally incompetent operators who haven’t got the slightest clue about broadband services. According to http://www.kitz.co.uk which provides reliable information about the Exchange, BT have just upgraded the Exchange to ADSL2+ (21CN) again (they disabled it after a trial and re-enabled) and this has made the Exchange unbelievably overloaded to the extreme. It’s still showing status RED for virtual circuits which is terrible and 7 months of complaints is beyond belief. After another few hours on the phone BT have finally agreed to upgrade me to ADSL2+, but I’ll believe this if they actually do the upgrade because I’ve argued for hours with BT for this and I can’t trust anything they actually say. I’m still sceptical it will fix my dire speeds even if they do upgrade me until BT finally install new lines from the Exchange out to the Internet.
Comment from admin
Time April 18, 2009 at 5:44 pm
BT lying and denying they are upgrading me to ADSL2+. Spent 2 hours on the phone round in endless circles around and around with the same numbers. BT provided a dire service for 7 months, now refusing the upgrade to ADSL2+ as was agreed at the time I had the contract when it’s available, it is available as other residents in my block already have ADSL2+ and it’s enabled. Continuing to complain, spent hour after hour after hour with BT complaints, may be forced to leave them as they are in breach of their contract, but expecting them to try and chase me for breach of contract.
Comment from admin
Time April 27, 2009 at 5:26 pm
MY BT is STILL very slow during peak times as I’m only getting 1Mb/S which is slightly better, but still dire when my friend & neighbour is paying less and getting 15Mb/S on ADSL2+. BT should now let me leave without a fight over paying for breach of contract as legally BT have now breached their contract after over 7 months of dire speeds and other problems. I am still complaining to BT.
Comment from admin
Time May 12, 2009 at 4:12 am
Still slow, but some improvement finally, ADSL2+ on my Exchange is delayed until June 2009 when I hope to see a lot of improvement, but I’ve believe it when I see it. I’ve had months and months of dire speeds without compensation and I’m not happy with BT.
Comment from admin
Time June 9, 2009 at 6:28 pm
Now told upgrade to ADSL2+ upgrades will be from June 2009 to September 2009 which isn’t what was agreed and promised unless they do turn on my Exchange in June 2009. I wouldn’t have signed up to a new contract and it has been sold to me under false pretences. If I’m not on ADSL2+ by the end of the month, I will be demanding compensation and I’m very tempted to leave BT without paying my final bill as I’ve been let down. Talk Talk have had ADSL2+ for months.
ADSL speeds are acceptable at the moment, but I should be on ADSL2+ soon.
Comment from admin
Time June 12, 2009 at 4:58 pm
Now told I’ll get ADSL2+ on Tuesday 30th June 2009. Will believe this when it happens. General speeds on standard ADSL are improved at last.
Comment from admin
Time June 30, 2009 at 12:10 am
It’s the 30th June and no ADSL2+ yet. I will be demanding a MAC code today if they don’t honour their agreement as they are already very late provided this service and promises have already been broken without compensation. ADSL2+ was clearly sold as part of my renewed contract and I wouldn’t have renewed if they told me I’d be stuck on ADSL standard so the contract will have been sold under false pretences if the service isn’t provided now, so I will obviously refuse to pay breach of contract costs and will leave BT. Standard ADSL speed has stayed better at least, but ADSL2+ was definitely agreed by managers.
Comment from admin
Time June 30, 2009 at 4:07 pm
BT are BLATANT LIERS and are denying the promise of ADSL2+ on the 30th June as assured by management. Getting passed around BT and not even getting a date except possibly November 2009 which wasn’t agreed and I feel ripped off and let down by BT. Getting passed from department to department and every single one won’t help at all, not even managers, instead led round in complete circles, one department says speak to another and they are definitely the right department, then that department says I’ve been told wrong information repeatedly. Told to wait finally for another 2 days where they are supposed to be calling me back. Give the number 0800 800 030 to call if I need to speak about ADSL2+ after that.
Comment from admin
Time July 3, 2009 at 2:36 am
BT haven’t called and it seems I’ve been lied to and let down yet again by BT. WIll be complaining again tomorrow and will demand a MAC code as my contract was sold under false promises as I’m supposed to be on ADSL2+ for the same cost now.
Comment from admin
Time July 3, 2009 at 3:28 am
My speed on ADSL Max appeared resolved, but I’ve been lied to about ADSL2+, please see http://www.paranormal-marketing.com/2008/11/23/are-bt-holding-back-adsl2-to-loyal-existing-customers/ for more comments about this matter.
Comment from admin
Time August 21, 2009 at 4:04 pm
BT have sent me a written confirmation that the address is finally changed, I will find out on my next bill.
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Comment from admin
Time October 30, 2008 at 5:15 am
It has been a little better the following day during peak time, getting a download rate of around 3000KB/S which is still half the speed I’m getting during off-peak time. I will continue to monitor.