Worcester residents furious after internet goes down for two weeks

Worcester News: Worcester residents furious after internet goes down for two weeks Worcester residents furious after internet goes down for two weeks

ANGRY BT customers are demanding answers after being without internet for two weeks.

BT Infinity services in the Blackpole area of Worcester went down on Sunday, December 15, and customers are still without any way to access e-mail, social networking, online news or messaging programs such as Skype, although phone and television services are still working.

On Friday, the company said it was looking into the problem, which resident Kenneth Sisman described as “unbelievable”.

He said: “Twelve days is too long and we keep passed from pillar to post with nothing happening, just automated messages and phone calls to contact centres who don’t know what they’re doing when it’s not written on a script which we have to pay for.

“My sister has a medical condition and is housebound. She usually uses Skype to talk to people to get round this, but of course she can’t, and it’s upsetting her.

“She’s now having to pay mobile phone bills to speak to people.

“It’s been going on for too long.”

Mr Sisman said despite he and 67 neighbours who had faced the same problem making numerous calls to the company, no help had been forthcoming.

“People have been kept on hold for two to three hours at a time – that costs a lot of money,” he said.

“Nobody is saying when this is going to be resolved.

“People are up in arms about it. We want something done about this now.

“People need to know what’s going on.”

He said he and his neighbours would be seeking compensation from the company.

“There are a lot of kids that would have received new games consoles that need the internet so they can’t play them,” he said.

“People use Skype to talk to loved ones on Christmas but they haven’t been able to do that either because of this.

“My daughter’s home from university and has deadlines to meet, but because of no internet, I now have to keep carting her to the library and back which is costing me money and I’m meant to be enjoying my time off.

“It’s not her fault, it’s theirs.”

The service – which costs between £15 and £26 a month – promises superfast broadband with download speeds of up to 76mb.

Geoffrey Smith, of Colesbourne Close, said it had been established that it was problem with BT’s transmission and not with the customer’s computers but this had not helped engineers fix the issue.

“They got it working for about five minutes but it went down again right away,” he said. “My son is not very happy because he can’t get onto his video games without the internet.”

A spokesman from BT said on Friday the company was investigating the problem.

Comments (16)

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3:42pm Mon 30 Dec 13

Monk672 says...

I like how there is a bt advert next to this story. Probably not best place for it.
I like how there is a bt advert next to this story. Probably not best place for it. Monk672

3:46pm Mon 30 Dec 13

barneyhome says...

Poor, very poor singling out BT Infinity, as all super fast broadband services off this cabinet have been affected....Lets get some facts right BT Wholesale manage the service. Well Ken, as you get your broadband for free as an openreach employee....how do you expect to be able to claim compensation for a service you don't pay for?? Just though i'd point out, my broadband is working fantastically :) Happy New Year
Poor, very poor singling out BT Infinity, as all super fast broadband services off this cabinet have been affected....Lets get some facts right BT Wholesale manage the service. Well Ken, as you get your broadband for free as an openreach employee....how do you expect to be able to claim compensation for a service you don't pay for?? Just though i'd point out, my broadband is working fantastically :) Happy New Year barneyhome

3:59pm Mon 30 Dec 13

Monk672 says...

I pay 43 quid a month for BT infinity, I can honestly say it is fantastic, 3 laptops, a play station, xbox and sky on demand work all at same time with no problems, I have a very happy household. No one shouting at each other about who's on the internet, I would pay triple just for the peace and quiet. Thank you Bt, last 12 months have been great. May I add both my wife and I work long hours to afford luxuries. Neither of us have ever claim benefits, it's all paid for with hard earned money.
I pay 43 quid a month for BT infinity, I can honestly say it is fantastic, 3 laptops, a play station, xbox and sky on demand work all at same time with no problems, I have a very happy household. No one shouting at each other about who's on the internet, I would pay triple just for the peace and quiet. Thank you Bt, last 12 months have been great. May I add both my wife and I work long hours to afford luxuries. Neither of us have ever claim benefits, it's all paid for with hard earned money. Monk672

4:03pm Mon 30 Dec 13

CYNIC_AL says...

No picture of the complainer sat at his computer looking glum/angry or somewhere in between? WN you disappoint me...
No picture of the complainer sat at his computer looking glum/angry or somewhere in between? WN you disappoint me... CYNIC_AL

7:46pm Mon 30 Dec 13

AceJace2412 says...

to those of you who think this is a joke, let me assure you...think again! BT aren't all they are hyped up to be. first of all their customer service is in INDIA, where their staff fare useless and just want to send an engineer to you, when the problem isn't anything to do with you. secondly it took them 2 weeks to fix a problem THEY caused. plus on a personal note i regularly use the internet to search for jobs and COULD NOT do this while the BT servers were down jeopardizing and future JSA payments i may or may not get!
to those of you who think this is a joke, let me assure you...think again! BT aren't all they are hyped up to be. first of all their customer service is in INDIA, where their staff fare useless and just want to send an engineer to you, when the problem isn't anything to do with you. secondly it took them 2 weeks to fix a problem THEY caused. plus on a personal note i regularly use the internet to search for jobs and COULD NOT do this while the BT servers were down jeopardizing and future JSA payments i may or may not get! AceJace2412

9:10pm Mon 30 Dec 13

barneyhome says...

If you're on jsa how can you offord the internet? Back in my day, before we all became dependant on the internet, I looked in the local newspaper or went to a place called the job centre...... people bleat on about there life stops just because there internet isn't working...... why not try living in the real world......and for those people who couldn't Skype there relatives, stop being so tight pick up the phone and call them instead..... the telephone is a wonderful invention!
If you're on jsa how can you offord the internet? Back in my day, before we all became dependant on the internet, I looked in the local newspaper or went to a place called the job centre...... people bleat on about there life stops just because there internet isn't working...... why not try living in the real world......and for those people who couldn't Skype there relatives, stop being so tight pick up the phone and call them instead..... the telephone is a wonderful invention! barneyhome

1:04am Tue 31 Dec 13

broken6 says...

If you are on JSA, then you have plenty of time to use The Hive's computers for FREE !
If you are on JSA, then you have plenty of time to use The Hive's computers for FREE ! broken6

11:01am Tue 31 Dec 13

sally22 says...

I don't get your point Monk672. We pay the same as you and up to now have received a wonderful service from BT but have now discovered that when things go wrong how poor their customer services are. Never judge a company on how well they perform when things are going right but when there is a problem, then you find out how good or bad they really are. Two weeks is a ridiculous amount of time for a company of this size to track down a problem. The engineer even came out and transferred someone from another company onto BT infinity even though he knew it wasn't working. Incredible!
I don't get your point Monk672. We pay the same as you and up to now have received a wonderful service from BT but have now discovered that when things go wrong how poor their customer services are. Never judge a company on how well they perform when things are going right but when there is a problem, then you find out how good or bad they really are. Two weeks is a ridiculous amount of time for a company of this size to track down a problem. The engineer even came out and transferred someone from another company onto BT infinity even though he knew it wasn't working. Incredible! sally22

12:44pm Tue 31 Dec 13

glasshouse9 says...

when the house holder pays for a service maybe the person on JSA is able to use that service quicker, same as the person doing college note's as well. if this was your child would you not do the same ?????.
maybe from some of the comments just shows how some of the community work.
when the house holder pays for a service maybe the person on JSA is able to use that service quicker, same as the person doing college note's as well. if this was your child would you not do the same ?????. maybe from some of the comments just shows how some of the community work. glasshouse9

7:41pm Tue 31 Dec 13

copierman says...

Broadband in Worcester is open access so its open to all the main providers like Sky, BT and many others. It would seem its a infrastructure fault like damage to the fiber cable to the cabinet in Blackpole area.
Broadband in Worcester is open access so its open to all the main providers like Sky, BT and many others. It would seem its a infrastructure fault like damage to the fiber cable to the cabinet in Blackpole area. copierman

8:07pm Tue 31 Dec 13

glasshouse9 says...

glad to see someone as done there home work yes could have been broken fibre optic then again it could have been dslam unit at main exchange in Bromsgrove which takes 10 mins to do (the dslam is like your router at the exchange a burnt out port and all you have to do is change this to a new port if you have got one) so simple and internet works right away.as for other companies apart from SKY & BT try Virginmedia there not on there ???? and if it was fibre this would only be to the supplier not everyone on the cabinet as its you line then back to the cabinet to Fernalheath then to Bromsgrove were they have old equipment.
glad to see someone as done there home work yes could have been broken fibre optic then again it could have been dslam unit at main exchange in Bromsgrove which takes 10 mins to do (the dslam is like your router at the exchange a burnt out port and all you have to do is change this to a new port if you have got one) so simple and internet works right away.as for other companies apart from SKY & BT try Virginmedia there not on there ???? and if it was fibre this would only be to the supplier not everyone on the cabinet as its you line then back to the cabinet to Fernalheath then to Bromsgrove were they have old equipment. glasshouse9

3:15pm Wed 1 Jan 14

moonpig says...

Wow - I can't believe we have reached the stage where the loss of a luxury item (and it is a luxury item despite what some would claim) makes it into the news! This really is a 'First World Problem'.
Wow - I can't believe we have reached the stage where the loss of a luxury item (and it is a luxury item despite what some would claim) makes it into the news! This really is a 'First World Problem'. moonpig

4:15pm Wed 1 Jan 14

Nortynorse says...

What a shame, having to cart your daughter to the library!!!!

Whats wrong with using a book??
What a shame, having to cart your daughter to the library!!!! Whats wrong with using a book?? Nortynorse

9:28am Thu 2 Jan 14

sally22 says...

The point of this news article is that people are not getting a service that they work hard to pay for and that a massive company like BT do not care about their customers. Nearly everything we have is a luxury compared to third world countries e.g. Electricity, water, telephones etc. if we did not report when big companies let us down so badly then no one would be aware of the problem. BT are exploiting people by paying low wages in India and then charging us high prices in Britain. If no one highlights this problem then it will continue.
The point of this news article is that people are not getting a service that they work hard to pay for and that a massive company like BT do not care about their customers. Nearly everything we have is a luxury compared to third world countries e.g. Electricity, water, telephones etc. if we did not report when big companies let us down so badly then no one would be aware of the problem. BT are exploiting people by paying low wages in India and then charging us high prices in Britain. If no one highlights this problem then it will continue. sally22

10:41am Thu 2 Jan 14

orla nutting says...

I'm with sally22 on this. BT's service is poor for the price. The India call centres are useless, BT's In-Vision boxes are hopelessly unreliable (I've had several) and should you have been foolish enough to take BT Sport then you'll find that doesn't work when Infinity is down.
Come the end of this contract it's back to Sky; at least the Satellites don't break down.
I'm with sally22 on this. BT's service is poor for the price. The India call centres are useless, BT's In-Vision boxes are hopelessly unreliable (I've had several) and should you have been foolish enough to take BT Sport then you'll find that doesn't work when Infinity is down. Come the end of this contract it's back to Sky; at least the Satellites don't break down. orla nutting

2:52pm Fri 3 Jan 14

nicki1967 says...

Kids can't play on their new games consoles; people can't go onto social media. What a **** shame. God forbid they could find something constructive to do with their time!
Kids can't play on their new games consoles; people can't go onto social media. What a **** shame. God forbid they could find something constructive to do with their time! nicki1967

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