Where can we complain about BT, other than Offcom?

[bizzylizzy]

We have a long running row going with BT. We are four sets of professional people who live a short distance from a Broadband enabled exchange but have no Broadband because of the way the telephone wires are routed and the quality of the wiring (it's basically so degraded we can barely use our analogue line). BT just shrug their shoulders, but basically we are all finding it very difficult to run our businesses without the ability to send large files. We are in the process of writing to our MP but need to copy the letter to someone in authority at BT - someone who is in a position to do something to help us. OffCom is of no use as they seem only deal with specific issues. Does anyone out there know of a body who can press forward our case and get somebody to do something to help us all? I imagine there must be lots of you out there who have wrangled with BT before now. HELP!!

[lady_p_gold]

It might not hurt to give Watchdog a call - you never know there might be others in your situation throughout the country. I am assuming that no other provider can help, I suppose they would have to use the same lines anyway ? Also your MP, as you said and local Councillor might be able to help. Also if you can worm your way into speaking to someone really high up and say you are forming an action group .... that might make them take notice. I am not sure what the legal position is about your business .. perhaps if they got even a hint of some claim against them, even if it is just for the lack of an adequate analogue line, after all they are a service just like any other and if you are paying for something which is not 'fit for the purpose' i.e. running a business .. then I don't see why it should be any different than having a faulty TV or something. Perhaps a BT engineer may reply and give some more insight into the situation.

[kempie]

The other side of the coin...

My understanding of your Q is that you cannot receive broadband and do not pay for a broadband service, but you want BT to supply you with such a service.

BT is a private business and as such need not upgrade its equipment/infrastructure at the behest of a customer, much as I suspect that BMW would not supply me with a car with a 10-speed gearbox (with its added development & manufacturing costs) just because I asked for one.

In both cases we might see our requests fulfilled if we were to pay all costs incurred in the endeavour, but your Q does not mention your offer to pay the multiple thousands required to get Broadband to your premises.

In the fullness of time BT may well expand their broadband coverage through the natural course of business, however I do think it unreasonable for you to expect them to go to great expense to supply this service for no immediate return.

I apologise if you have indeed offered to foot the bill, since this puts a different slant on the issue.

[lady_p_gold]

Yes I see Kempie's point, I see that you say broad band enabled exchange which threw me a little .. what exactly does that mean ? Anyway good luck !

[andy-hughes]

BT will agree with kempie on this one.

As a commercial concern, BT are eager to supply their Broadband service to as many customers as is ecconomically possible - and that's the crux of the matter.

If, or more likely when, enough customers in your area request Broadband and it makes provision ecconomically viable, then BT will shift into gear and upgrade the cabling in the area sufficient to provide the service to you, but until they perceive sufficient return for the considerable investment rerquired, the service will remain without provision.

With regards to your residential line, pursue your service issues via the '150' service - provide a detailed log of difficulties, and be prepared to be very persistant.

If telephone calls fail to work, try writing in - keeping all copies of letters to and from, and try to ensure you only deal with one individual - if you are passed on, make sure you obtain a contact name and address for the new Department who are taking on your issue.

Good luck!

[theo_wyvern]

BT may agree with kempie to some extent but with the increasing use of broadband it should not be a particular problem. It may be worth asking around the area to see if anyone else has requested Broadband and received the same answer. If you can present to BT that there is enough call for a broadband service then they would see the benefit in upgrading the areas cabling.

As an aside where do you live that cannot receive broadband as even my father who lived in a village of 4 houses was able to receive broadband !