BT doubled up for Billy’s line

IT can be extremely frustrating when a service isn’t working properly – and the service provider agree it isn’t working – but have no idea how to fix it!

Billy Melville lives in picturesque Garelochhead, where quite a few residents were suffering intermittent broadband problems.

BT after repeated promptings from the villagers, replaced equipment at the local exchange. Everyone’s connection got better – except Billy’s!

BT came out to investigate, but couldn’t say why his service was so poor.

They hummed and hawed and tried a few things, but the problem persisted. Several engineers and “specialists” had a look, but nothing seemed to improve the speed of his connection and it was all dragging on and on.

Billy asked if Raw Deal could help get things moving. We had a wee word with BT, who doubled-up their efforts to fix the problem. And when we say “doubled”, we mean it.

They installed another line into Billy’s house, alongside the existing one. It turned out the fault was still at the exchange.

A BT spokesperson said: “We’re sorry for the delay in restoring Mr Melville’s broadband service to full speed – it took some time to get to the bottom of this particular case.

“Mr and Mrs Melville have accepted our offer of two months’ broadband rental (£41.84) and a further reduction in their broadband rental from £20.92 to £10 for the next 12 months. This is a goodwill gesture in recognition of the problems they’ve had.”