I've been with BT broadband for just over a year now, pretty much problem free too.
As part of a retention deal, I was promised a faster speed ( I get about 25meg, slow compared to some I know, but after the fiasco with Talk talk (0.3) its nose bleedingly fast),
with the new modem, that they would supply, as mine was out of date ( at a year old?)
It would just cost me £9.99 P&P.
The new one arrived ( and looks identical to the one I have) I speed tested the old one before swapping, the "old one" came it at 27mbs
I couldn't wait to find out what the new one was going to produce ..
23mbs! what?
I swapped back and forth a few times during the day, and both remained fairly constant.
Sod this, so I contacted customer services, who then decided that they would run a "line check"
No, I just want a £9.99 refund for the useless router..
but the script reading bunny ( she actually sounded quite cute
) decided that I needed to instigate a fault report ..
No just the refund is fine thanks,
I was on the phone for just under an hour. Try this try that ..
All checked out..
It does seem however that there is 33Mbs arriving at my property so there must be an internal fault ( her words)
I will send an engineer out to rectify the fault ..
£125 will be added to your next bill ..
Err no thanks, 27mbs is fine.
Now about the refund for the useless modem ..
Ah yes you need an engineer ...
No I f*****g don't!
( I was starting to get slightly irritated by then, can you tell?
)
Round and round we went ...
Eventually I gave up..
And went back to live chat, where I started. Before BT decided to call me
Eventually after "there is no way you will get a refund", and me pointing out that they are not ( with that router) meeting the guaranteed 27mbs, and I can leave the contract with no penalties.
They agreed and refunded the £9.99 back to my account, ( that they hadn't deducted anyway
)
On checking my "account" it seems there is also a fault logged against my phone line
"Cannot make or receive calls"
I never initiated that, plus it would be difficult to do either as there is not a LL plugged in
Don't you just love the "script reading bunnies"?