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★☆☆☆☆

“Broadband speed of 1.6 MB - That is what you will pay for”

written by Eleanor141 on 22/01/2017

My 72 year old mother got broadband with this company about four years ago. she cannot use the internet and it is my brother who uses it when he goes to her house.
Four years ago, the broadband was incredibly slow. They sent her two white box things to speed it up. It did not work. Finally they sent her a wireless box (she was wired) and it was still slow. My mother and brother not knowing how to test speeds of the internet did not realise that there was still something wrong with the speed - they thought it was normal as the Post Office were fobbing them off .
I intervened after using my mother's wireless connection for the first time last week, Each page took about 25 minutes to load when I was searching the internet. I phoned them and they were quite simply terrible. they told us she had a speed of 1.6 MB and they did not really care. As far as they were concerned, that had no issue taking money from my mother every month for a service she was not getting. No shame at all.

I asked them to send someone out to fix it and would you like to know what they said. they wanted my mother to unscrew the plug box and fiddle about with some wires contained therein. That is what they said. I recorded the phone call on my mobile phone. When I said that there is no way she was going to do that, they suggested that either myself or my brother do it. I refused. They point blank refused to send out an engineer because of presumably the cost (they use BT engineers).
Next week she is cancelling the landline and "broadband" service and arranging for a phone back from a conventional supplier - 50MB plus broadband.
I shall be submitting a formal complaint to the Post Office and if necessary taking it to the communications ombudsman. For 4 years they have been taking money from my mother for nothing! This company should not have a broadband service and should stick to selling stamps!

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