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Info: You are now chatting with Shannon Andrews.
Shannon Andrews: Good afternoon, I'm Shannon Andrews. How can I help?
Shannon Andrews: As you've already provided your username, can I take the 1st & 6th characters of your password please?
Elizabeth Wall: Hello, I was wondering if I could get some help with my broadband service. I know my contract is coming to an end and I want to go with another provider since we have constant drop outs and customer service in this form is usually unavailable. Also we can get the exact same internet and phone package for much less. I was wondering if you could help with the random restarts or cancelling my contract completely
Shannon Andrews: OK so are you looking to cancel with us?
Elizabeth Wall: One second for the password I have to check on my pc.. but it could be 4 and 0
Elizabeth Wall: And yes that would be good.
Shannon Andrews: Thank you.
Elizabeth Wall: Yes, 4 and 0 should be correct
Shannon Andrews: Okay then i would have to transfer you over & i am sorry but by looking at this there is no one available
Shannon Andrews: shall i call you and transfer you into there que? its 12 minutes long
Elizabeth Wall: This is exactly why i want to leave. Bad customer service and long waiting times. Do you know when there will be someone available on online chat?
Shannon Andrews: I don't actually know as thats not my department so i dont know when they will be on
Elizabeth Wall: Is there any way my son can talk on the phone since he knows what he is talking about and he controlls my internet.
Shannon Andrews: i wouldn't be able to take a call as i'm not on calls
Elizabeth Wall: Is it okay for my son to talk on behalf to another person?
Shannon Andrews: You would have to say its okay when you call up to speak to him
Shannon Andrews: but once you say its okay then yes
Elizabeth Wall: My son is here right now so i can pass the phone over when needed. Can i give you a mobile number?
Shannon Andrews: I cannot call you as i am not on calls, i can call you and transfer you to the cancellation department yes but  you would have to speak to them not your son.
Elizabeth Wall: Once I am through can I pass the phone over?
Shannon Andrews: yes i think so ye
Shannon Andrews: they are now available on chat would you like me to transfer you?
Elizabeth Wall: Yes if I can chat to them on here that would be ideal.
Shannon Andrews: ys sure
Shannon Andrews: il get you through now
Elizabeth Wall: thank you.
Info: Please wait while your chat is transferred to the appropriate group.
Info: You are now chatting with Josh.
Josh: Hi Elizabeth, just reading your chat and loading your account
Elizabeth Wall: Okay thank you
Josh: Just to check Elizabeth, have you decided which provider you will move to?
Elizabeth Wall: Yes, I think so
Josh: I see will they be using the same line that we are using?
Elizabeth Wall: I think so, Probably
Josh: OK, if that is so then all you would need to do in order to transfer to them is to place an order, they will notify of this order and then we will close your account once the new service goes live.

It may be worth having a chat with our tech support teams first though as if the issue is on the line itself, the new provider could inherit the issue. Also be aware there are a couple of months remaining on the contract, at this point they would be chargable but if tech support cannot get the service to a certain level and have been given a chance to fix it, they can waive those last 2 months of fees. Would you like me to transfer you to tech to look into your connection issues?
Elizabeth Wall: Yes please
Josh: No problem, hope you have a nice day! :)
Elizabeth Wall: Thanks for your help :)
Info: Please wait while your chat is transferred to the appropriate group.
Info: You are now chatting with Joanne.
Joanne: Good afternoon, I'm Joanne. How can I help?
Elizabeth Wall: The previous agent mentioned that you could help me with my internet messing up and if you couldn't, you could take the last 2 month's of my contract fees off.
Joanne: I will have a look at what they did
Elizabeth Wall: Everything okay?
Joanne: Ok I need to run some tests it might take a few minutes
Elizabeth Wall: Okay thanks
Joanne: No problem
Joanne: Thanks for waiting
Elizabeth Wall: No problem
Joanne: I've checked your line and I can see that it seems to be ok but can I ask you to read and look at the below
Joanne: We need you to run some tests to rule out charges if the problem is caused by internal wiring or equipment.

Please plug your router into the test socket with no other devices connected. Please also check and confirm that there is no damage to any of your equipment or wiring. Please leave your router in this set up for a minimum of 3 days. Please also try an alternative router and/or microfilter if you have them.




Click play to watch a guide on how to resolve a few basic connection problems.

The link is https://www.youtube.com/watch?v=br8Q3S-fOl4


Elizabeth Wall: Okay so what will happen in the meantime
Joanne: Please try the above
Joanne: If that does not work we can raise a fault for it
Elizabeth Wall: So there is no way you can just cancel my package?
Joanne: That not what I do in Tech
Joanne: If you want to cancel
Joanne: You need the Customer Options Team
Info: Please wait while your chat is transferred to the appropriate group.
Info: You are now chatting with Nosheen.
Elizabeth Wall: Hello?
Nosheen: Hi there
Nosheen: Im reading through your previous notes, please give me a few moments
Elizabeth Wall: Thank you.
Nosheen: From looking at the notes and your file i can see you are looking to leave. Is there anything i can do to keep you with us>
Elizabeth Wall: Not really...
Nosheen: i know you've experienced a fault on the line i cant help with this, im sorry but i could look at a new deal for you
Nosheen: not sure if you are aware but your current contract runs out on the 06/11/2018. If you cancel now, there will be penalties
Elizabeth Wall: The previous agent mentioned that they could get rid of the charges since my internet hasn't been working properly.
Elizabeth Wall: Why should I pay a penalty if your not providing the adequate service and if your customer service is never available
Nosheen: that would be at the discretion of technical support
Elizabeth Wall: I was talking to technical support and they moved me to you since you are the person dealing with the money???
Nosheen: you will need to refer back to technical support, its not something i can make a decision on
Nosheen: i can only cancel if you are willing to pay the cancellation fees
Nosheen: or i can look at a new deal for you
Elizabeth Wall: So if I talk to technical again they can take away the charges?
Nosheen: its at their discretion
Nosheen: yes
Elizabeth Wall: So can you move me back to them please.
Nosheen: yes sure
Info: Please wait while your chat is transferred to the appropriate group.
Info: You are now chatting with Jeremy.
Jeremy: Good afternoon, I'm Jeremy. How can I help?
Info: Please wait while your chat is transferred to the appropriate group.
Info: You are now chatting with Charmaine.
Charmaine: Can I take your username please?
Elizabeth Wall: Hello Jeremy, customer options mentioned you can take away my cancellation charges since my internet has not been up to par and I personally think that I haven't been offered the propper service...
Elizabeth Wall: Oh...
Elizabeth Wall: My username is custody
Charmaine: As you've already provided your username, can I take the 3rd & 5th characters of your password please?
Elizabeth Wall: 0, 3
Charmaine: Thank you
Charmaine: What the issues you are having ?
Elizabeth Wall: We are having issues with out router cutting out. I think the problem is with the router since speed isn't changing, just the Wi-Fi cutting out.
Elizabeth Wall: Saying that; wired connection goes down with the wireless aswell
Charmaine: Have you tried changing your WiFi channel ?
Elizabeth Wall: Yes.
Elizabeth Wall: I have tried resetting completely and rebooting but the problem still persists
Charmaine: let me run a test
Charmaine: The test has come back fine where is the router plugged in
Elizabeth Wall: Yes, its fine at the moment but we have quite a few frustrating disconnections every day.
Charmaine: Can you plug into the test socket ?
Elizabeth Wall: After consulting forums, people have been having the same errors with BT routers and they say its a RAM problem...
Elizabeth Wall: Now?
Elizabeth Wall: Will I lose connection to this chat?
Charmaine: Yes you will but we do need you in the test socket
Elizabeth Wall: What even is the test socket
Charmaine: We need you to run some tests to rule out charges if the problem is caused by internal wiring or equipment.

Please plug your router into the test socket with no other devices connected. Please also check and confirm that there is no damage to any of your equipment or wiring. Please leave your router in this set up for a minimum of 3 days. Please also try an alternative router and/or microfilter if you have them.




Click play to watch a guide on how to resolve a few basic connection problems.

The link is https://www.youtube.com/watch?v=br8Q3S-fOl4


Elizabeth Wall: I have already had this before.... there is something already plugged into that on my openreach box
Elizabeth Wall: I'm 90% sure this is a router problem... This is getting a bit ridiculous now
Charmaine: What is in the BT socket ?
Elizabeth Wall: I have got my router and my phone
Elizabeth Wall: Landline
Charmaine: Is the face plate still on
Elizabeth Wall: Yes, Oh, do i have to take it off
Charmaine: Yes
Elizabeth Wall: There is 2 plugs on my faceplate though
Elizabeth Wall: It looks different to what is in the video
Charmaine: OK so 1.step you need to unscrew the two screws
Charmaine: 2. remove the face plate
Charmaine: 3. Then you will see the test socket
Charmaine: 4.Plug the adsl filter in with the router ect
Elizabeth Wall: But my router only has one plug and it isn't what is in that image
Elizabeth Wall: I am not an engineer I shouldn't be unscrewing things
Charmaine: That image is just an example
Charmaine: Yes it's fine
Elizabeth Wall: Hello?
Charmaine: Yes
Elizabeth Wall: I am on 4g now and plugging it into the test socket.
Charmaine: Great
Elizabeth Wall: Okay, it is all done now.
Charmaine: Great let me run another test
Elizabeth Wall: My router is orange at the moment
Charmaine: OK
Charmaine: Did you use your ADSL filter?
Elizabeth Wall: Yes
Charmaine: Thank you
Elizabeth Wall: Okay, it is blue now
Charmaine: OK
Elizabeth Wall: Should I connect back go my Wi-Fi?
Charmaine: Yes please
Elizabeth Wall: Okay I'm connected on Wi-Fi now
Charmaine: OK I'm just running a test
Elizabeth Wall: Thank you
Charmaine: No problem
Charmaine: Dose it seem any better from your side ?
Elizabeth Wall: It's the same as before but this wasn't the problem, the problem is that the router randomly crashes and makes us all lose connection
Elizabeth Wall: I have said this many times before...
Charmaine: What we need to do is leave it in the test socket for the next 36hrs
Elizabeth Wall: Yes,
Elizabeth Wall: And then what
Charmaine: We will keep ruining test during this time
Elizabeth Wall: Jesus, I can't wait for you to admit that it's the hardware problem so i can cancel this contract!
Charmaine: Sure
Charmaine: Let me get you to the team to cancel
Info: Please wait while your chat is transferred to the appropriate group.
Info: You are now chatting with Nosheen.
Elizabeth Wall: I'm guessing your going to say you can't cancel my contract without fees because it's not your say but the tech support have not sorted the problem and I keep getting thrown between many people now... This is hetting rediculous and tiring...
Elizabeth Wall: Getting*
Nosheen: im sorry to hear you are having issues but you are right, cancelling without penalty is at the discretion of the technical support depart
Elizabeth Wall: I feel like im in a loophole...
Nosheen: i wish i could help you further but its at the discretion of the technical support department
Elizabeth Wall: Well can you send me back to them then?
Nosheen: yes sure, one moment please
Info: Please wait while your chat is transferred to the appropriate group.
Info: You are now chatting with Matthew.
Matthew: Hi there, I can see this is a bit of an ongoing issue is that right?
Elizabeth Wall: Hello, I have been through many agents today and hopefully you can help me. I want to cancel my broadband but feel like i should not pay a fee since my router is not working properly and your 'tests' are showing no problems but i am having alot of frustrating disconnections from my router and im being treated very bad from all the other people. Is there anyway you can help?
Elizabeth Wall: Yes, yes it is.
Matthew: OK I am very sorry about the ongoing issue. I can have a look to see what I might be able to help with in regards to this. Bear with me a moment
Matthew: OK after having a read through the messages firstly I am very sorry with how poorly this seems to have been handled. As for the issue at hand, with you being in the test socket at the moment, what we would need to do is have you keep an eye on the connection over the next few days to see if the issue still exists. If it does we would then look at having an engineer come round to see where this issue seems to be coming from. If it is the router we can have a look at getting a replacement to you and get this all sorted, if it is anything else that engineer would be able to fix it there an then. In terms of leaving without cancellation charges, we do have a procedure for that, but it does mean us having a look into this as a fault and having an engineer confirm there is nothing we can do to fix the issue
Elizabeth Wall: Jheeze that is such a long process and hopefully the problem does fix and then i can cancel in two months to get away from this company.
Elizabeth Wall: Can you email the chat log to mchittenden12@gmail.com please.
Matthew: You will be able to save the transcript when ending the chat. I am very sorry about the issue and the process we would need to go through
Elizabeth Wall: Well, thanks for actually answering the question I guess.
Matthew: You're welcome, I hope you have a nice day
Elizabeth Wall: Can you disconnect so i can save the chat please?
Matthew: Sure thing
Info: Thank you for chatting with us.