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“Slow broadband, terrible customer service - Don't bother”

written by on 27/01/2014

I returned to BT in Jan 2014, as I was fed up with my slow broadband. Having previously been with BT and not happy with the service, I was nervous, but thought that it would be worth it if my broadband speed improved. I set up the hub which didn't work. Rang BT and spent 2 hours on the phone while the adviser talked me through various ways of getting it to work. At the end of this call, I was told that I needed to buy a dongle or a new laptop as mine was not powerful enough to receive the service?? Why was this not explained as a possibility when I signed up. Was not happy but agreed to the dongle, which I was told I would receive within 24/48 hours. I would have to use the cable till then. Meaning that any work I had to complete at home, would be done sat on the floor. Over a week later this had still not received. The service was still slow and for two days went off altogether and then went back on of its own accord. I rang BT again and spent 40 mins on hold, got through and then put back on hold for another 20 mins. This adviser went through everything that the other adviser had went through and eventually was told it was a better speed, with the cable!! I explained that I needed wireless access and was told again I needed a dongle. I explained that I had ordered one but not received it. For some reason my order had failed and he would order another one. Following this call, I watched a programme on my laptop and it ran very slowly, and gave up after 15 mins. I await the receipt of the dongle now, but am not hopeful of this improving things. As soon as the contract is up, I will change provider.