minniemouseuk
Minnie Mouse wannabee
- Joined
- May 17, 2005
- Messages
- 227
I've recently purchased a wireless enabled laptop, and, thinking they were probably one of the best, I have gone for BT Broadband Option 2 (which I went for as it features advanced security).
I paid £65 for a BT engineer to come to my house to set it up, as I didn't feel confident to do the job myself.
Last Saturday (5/10) the engineer comes and sets it all up, including security. Later that day, I log on, and my security software is showing a red X indicating I'm at risk, and prompts me to unistall and reinstall the security software.
I phone the (thankfully freephone) helpdesk, and they asked me to go onto a website where I could give them permission to control my screen. Rather nervously, I did agree.
Anyway, they re-installed it, and it all seemed to be OK, but the very next day, I get the same problem!! So I phone again, and they tell me that my problem will have to be referred to the Tier 3 department (sounds like something from '24', doesn't it?)
Next time, they delete some files from my laptop, and again re-install the security software. All appears to be OK, then yesterday I get the problem again!
This time, the person I speak to I think basically just does exactly the same as before, so I'm expecting the same problem to come up again.
I've spent more time on the phone to the helpdesk this week than I've actually spent online!
I cannot cancel as my cooling off period is over. However, I'm paying for a service that I'm not getting (the advanced security).
The whole episode has left me feeling rather stressed, and I'm not sure what to do. I tried to cancel with Customer Services, but they said they can't do that without charging me unless it's a problem that can't be solved. And each time I ring the help-desk, I get the usual yarn about "yes, we can solve it, it's not a problem, blah blah blah".
Can anyone offer any advice?
Thanks
I paid £65 for a BT engineer to come to my house to set it up, as I didn't feel confident to do the job myself.
Last Saturday (5/10) the engineer comes and sets it all up, including security. Later that day, I log on, and my security software is showing a red X indicating I'm at risk, and prompts me to unistall and reinstall the security software.
I phone the (thankfully freephone) helpdesk, and they asked me to go onto a website where I could give them permission to control my screen. Rather nervously, I did agree.
Anyway, they re-installed it, and it all seemed to be OK, but the very next day, I get the same problem!! So I phone again, and they tell me that my problem will have to be referred to the Tier 3 department (sounds like something from '24', doesn't it?)
Next time, they delete some files from my laptop, and again re-install the security software. All appears to be OK, then yesterday I get the problem again!
This time, the person I speak to I think basically just does exactly the same as before, so I'm expecting the same problem to come up again.
I've spent more time on the phone to the helpdesk this week than I've actually spent online!
I cannot cancel as my cooling off period is over. However, I'm paying for a service that I'm not getting (the advanced security).
The whole episode has left me feeling rather stressed, and I'm not sure what to do. I tried to cancel with Customer Services, but they said they can't do that without charging me unless it's a problem that can't be solved. And each time I ring the help-desk, I get the usual yarn about "yes, we can solve it, it's not a problem, blah blah blah".
Can anyone offer any advice?
Thanks
