BT Business Routing Issues and a TERRIBLE support experience

This is a bit of a rant post, but I had to rant somewhere, and since the BT Community Forums are so heavily moderated against anybody posting actual accounts of their support experience if they are in any way negative, I thought I’d post it here.

Today I discovered that I couldn’t update Homebrew on my Mac. Digging in, it seems that I can’t resolve brew.sh at all, or indeed anything hosted by github.io. DNS is working fine:

nslookup brew.sh

Server: 8.8.8.8

Address: 8.8.8.8#53

Non-authoritative answer:

Name: brew.sh

Address: 185.199.110.153

Name: brew.sh

Address: 185.199.109.153

Name: brew.sh

Address: 185.199.111.153

Name: brew.sh

Address: 185.199.108.153

But I can’t get a successful route:

traceroute: Warning: brew.sh has multiple addresses; using 185.199.108.153

traceroute to brew.sh (185.199.108.153), 64 hops max, 52 byte packets

1 10.10.12.1 (10.10.12.1)1.845 ms1.424 ms1.498 ms

2 host81-139-176-1.in-addr.btopenworld.com (81.139.176.1)9.205 ms7.918 ms7.749 ms

3 217.32.25.98 (217.32.25.98)8.030 ms8.382 ms8.044 ms

4 host213-123-18-53.in-addr.btopenworld.com (213.123.18.53)8.254 ms11.902 ms8.285 ms

5 * * *

6 * * *

7 * * *

8 * * *

9 * * *

10 * * *

Ah, a routing issue at BT! I thought, thinking this would just be a case of logging the call and it getting sent to 2nd and then 3rd line for resolution. So, off I set.

As a BT Business Customer paying £93 (!!!!!) a month for 58mbps down and 14 up (which, due to this incident I’m reviewing as that’s a crazy price for broadband WITH TERRIBLE SUPPORT in 2024), I thought I’d get a decentish support experience, be able to log the fault, and have it dealt with in a reasonable time. Oh dear reader, how very, very wrong I was.

So, first things first, I call BT Business Broadband support on 0800800154. I am put through fairly quickly to someone who, when I explained the problem, started trying to triage my issue as if I had no internet connection at all. I explained that I do in fact have functioning internet, but that they likely have a BGP routing issue internally. She then proceeded to ask if I had a BT Router, which I do not – I run an Edgemax. She then almost berated me for running a non-standard router and said this was the problem. I explained that this was not the problem, the problem was with their network, and this needed to be escalated to 2nd line support. She then went round in circles again telling me this was a problem with my router. I then explained very basically what the issue was in semi-technical terms, and said that whilst I know she’s trying to help, this really is a job for a more senior support team. After going through this a number of times, with her becoming what I would describe as quite abrupt at points, and me undoubtedly becoming quite frustrated in response, she finally agreed to put me through to a second line team…

IF I PAID £25.

Well, that wasn’t happening. I’m not paying £25 to BT because they’ve got a network issue. I explained this, and she just repeated the above again. I said that she was clearly unable to help me, that I’m not paying that, and that I was going to go, and I hung up. She then called me back, AGAIN TO BERATE ME ABOUT HAVING A NON-BT ROUTER. At this point I just said that it was pointless to repeat this conversation and that I did not wish to talk to her any further, wished her a good day and hung up.

I then though, I know, if I use the online chat facility for support I’ll be able to type it out, and perhaps the language barrier, which I think may have contributed to the issues on the telephone call, won’t be such an issue if it’s written. So, I then had the following, slightly shortened to remove the automatic welcome bits, conversation:

Hi, I’m tearing my hair out with your phone support team. I have a complex network routing issue that appears to be within your infrastructure. For some reason I cannot resolve certain domains from my connection, and my traceroute ends up stopping with you. I can resolve these on other networks, and my DNS is working correctly.

The domain I am trying to resolve in this instance is http://brew.sh which is up and working from other networks.
You – 4:10 PM

Please be aware that some data will be recorded during your messaging conversation. You can review how we use your data by visiting our Privacy Centre https://business.bt.com/privacy-policy/
Info – 4:10 PM

You are now connected to BT Virtual Advisor.
Info – 4:10 PM

You are now connected to Belal.
Info – 4:13 PM

Hi Belal
I’m tearing my hair out with your phone support team. I have a complex network routing issue that appears to be within your infrastructure. For some reason I cannot resolve certain domains from my connection, and my traceroute ends up stopping with you. I can resolve these on other networks, and my DNS is working correctly.

The domain I am trying to resolve in this instance is http://brew.sh which is up and working from other networks.
My NSLookup is as follows:
nslookup brew.sh
Server: 8.8.8.8
Address: 8.8.8.8#53

Non-authoritative answer:
Name: brew.sh
Address: 185.199.108.153
Name: brew.sh
Address: 185.199.109.153
Name: brew.sh
Address: 185.199.110.153
Name: brew.sh
Address: 185.199.111.153
My Dig:
dig brew.sh

; > DiG 9.10.6 > brew.sh
;; global options: +cmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 52454
;; flags: qr rd ra ad; QUERY: 1, ANSWER: 4, AUTHORITY: 0, ADDITIONAL: 1

;; OPT PSEUDOSECTION:
; EDNS: version: 0, flags:; udp: 512
;; QUESTION SECTION:
;brew.sh. IN A

;; ANSWER SECTION:
brew.sh. 4 IN A 185.199.108.153
brew.sh. 4 IN A 185.199.109.153
brew.sh. 4 IN A 185.199.110.153
brew.sh. 4 IN A 185.199.111.153

;; Query time: 16 msec
;; SERVER: 8.8.8.8#53(8.8.8.8)
;; WHEN: Mon Jun 03 15:24:11 BST 2024
;; MSG SIZE rcvd: 100

and a Traceroute:

traceroute: Warning: brew.sh has multiple addresses; using 185.199.108.153
traceroute to brew.sh (185.199.108.153), 64 hops max, 52 byte packets
1 10.10.12.1 (10.10.12.1) 1.832 ms 3.036 ms 1.647 ms
2 host81-148-32-1.in-addr.btopenworld.com (81.148.32.1) 9.980 ms 8.028 ms 7.999 ms
3 217.32.25.114 (217.32.25.114) 8.619 ms 8.764 ms 8.479 ms
4 host213-123-18-51.in-addr.btopenworld.com (213.123.18.51) 8.540 ms 8.595 ms 8.371 ms
5 * * *
6 * * *
7 * * *
8 * * *

This is, it would seem, not isolated to me. I don’t believe it’s a DNS issue as I can resolve the DNS, but this poster is having the same issue as me: https://community.bt.com/t5/BT-Fibre-broadband/DNS-Issues/m-p/2387163/highlight/false#M355075
You – 4:14 PM

Good afternoon. Thank you for contacting BT, you’re through to Repair team. how may I help you today?
Belal – 4:14 PM

Good afternoon Belal, the problem is described above – hopefully you can assist or refer my issue to someone who can!
The issue appears to be internal to BT so theres not much diagnostic to be done at my end except for what I’ve sent above
You – 4:15 PM

I would request you kindly contact our dedicated team on
Contact forms for domains technical enquiries | BT Business they will surly sort your issue.
Tomorrow You might get a survey with 2 questions based your interaction with me today. Please feel free to visit our help and support site, which provides answers to the most common problems http://btbusiness.custhelp.com/, or come back to chat from Monday to Friday (8 AM to 8 PM),

You can go on to the self-service website using the link below and navigate through the different options that are available there. The link is strThis page would allow you to do the below:
1. Check your bills.
2. Report and track faults.
3. Check order status.
4. Register for paper free bills.
5. Add accounts to your profile.
6. BT Business App – FAQs
Belal – 4:19 PM
Conversation closed by the agent – Now

That’s the wrong team
You – 4:20 PM

So, the guy didn’t understand the problem, sent me to the wrong generic support team, and then immediately ended the chat without checking if this resolved my issue. WTF.

You are now connected to BT Virtual Advisor.
Info – 4:20 PM

You are now connected to Simran.
Info – 4:21 PM

Good afternoon . I hope you are fine.
You are through to Simran from BT Business Repair chat.
Simran – 4:22 PM

Hi Simran, I sent all of my details and the issue to the previous agent, and he clearly didn’t understand the issue, sent me to the wrong team contact page for something completely unrelated, and left the chat!
This is my fourth time trying to contact you regarding this issue this afternoon, so can you PLEASE not terminate the chat unless I confirm I’m okay with the resolution?
You – 4:22 PM

Please let me know what assistance you need?
Simran – 4:23 PM

I have a complex network routing issue that appears to be within your infrastructure. For some reason I cannot resolve certain domains from my connection, and my traceroute ends up stopping with you. I can resolve these on other networks, and my DNS is working correctly.

The domain I am trying to resolve in this instance is http://brew.sh which is up and working from other networks.
This is not a domain I own or am trying to host, this is an external domain I am trying to access

My NSLookup is as follows:
nslookup brew.sh
Server: 8.8.8.8
Address: 8.8.8.8#53

Non-authoritative answer:
Name: brew.sh
Address: 185.199.108.153
Name: brew.sh
Address: 185.199.109.153
Name: brew.sh
Address: 185.199.110.153
Name: brew.sh
Address: 185.199.111.153
My Dig:
You – 4:24 PM

I am sorry to hear about the issue that you are facing, we do not want our customers to go through situations like these. Please do not worry as you are through to me now, I will try to assist you on this & get this sorted.
Simran – 4:24 PM

dig brew.sh

; > DiG 9.10.6 > brew.sh
;; global options: +cmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 52454
;; flags: qr rd ra ad; QUERY: 1, ANSWER: 4, AUTHORITY: 0, ADDITIONAL: 1

;; OPT PSEUDOSECTION:
; EDNS: version: 0, flags:; udp: 512
;; QUESTION SECTION:
;brew.sh. IN A

;; ANSWER SECTION:
brew.sh. 4 IN A 185.199.108.153
brew.sh. 4 IN A 185.199.109.153
brew.sh. 4 IN A 185.199.110.153
brew.sh. 4 IN A 185.199.111.153

;; Query time: 16 msec
;; SERVER: 8.8.8.8#53(8.8.8.8)
;; WHEN: Mon Jun 03 15:24:11 BST 2024
;; MSG SIZE rcvd: 100

and a Traceroute:

traceroute: Warning: brew.sh has multiple addresses; using 185.199.108.153
traceroute to brew.sh (185.199.108.153), 64 hops max, 52 byte packets
1 10.10.12.1 (10.10.12.1) 1.832 ms 3.036 ms 1.647 ms
2 host81-148-32-1.in-addr.btopenworld.com (81.148.32.1) 9.980 ms 8.028 ms 7.999 ms
3 217.32.25.114 (217.32.25.114) 8.619 ms 8.764 ms 8.479 ms
4 host213-123-18-51.in-addr.btopenworld.com (213.123.18.51) 8.540 ms 8.595 ms 8.371 ms
5 * * *
6 * * *
7 * * *
8 * * *
This is, it would seem, not isolated to me. I don’t believe it’s a DNS issue as I can resolve the DNS, but this poster is having the same issue as me: https://community.bt.com/t5/BT-Fibre-broadband/DNS-Issues/m-p/2387163/highlight/false#M355075
I understand this is unlikely to be your department, but could you please, please send this information to someone in second line support?
You – 4:25 PM

Contact forms for domains technical enquiries | BT Business

Please contact our dedicated team from this link for further assistance as I am not trained to handle issues with domain and dns.
Simran – 4:25 PM

That’s the wrong form
That’s what the last guy sent me to
This isn’t a domain/DNS issue that that team can assist with
This isn’t a DNS problem
It’s an internal BT routing issue OUTBOUND
You – 4:26 PM

Please let me know what issue is this
Please contact our dedicated team on 0800 218 2182 for further assistance
Simran – 4:26 PM

Is that the normal support desk or someone more senior?
You – 4:27 PM

You can check usage, pay your bills, track faults and more on the BT Business app. download now at http://bt.com/businessapp6

(Contact Us | BT Business Contact Numbers | BT Business) Please use this link which is very simple and helpful.

You can go on to the self-service website using the link below and navigate through the different options that are available there. The link is : https://business.bt.com/

This page would allow you to do the below:
1. Check your bills.
2. Report and track faults.
3. Check order status.
4. Register for paper free bills.
5. Add accounts to your profile.
6. BT Business App – FAQs.

Thank you for contacting BT today.
Simran – 4:27 PM

Because I called the normal support desk earlier and they didn’t understand the problem

Okay so it was the third not fourth time, but even though I basically begged Simran not to terminate the conversation early, that’s exactly what he did. Sending me to a new phone number, 0800 218 2182. Ahah! I thought, he may have abandoned me, but at least he sent me to a new support desk.

I dialled this number, and whilst a little confused by the menu, selected option 9 for other issues. I was then immediately hung up on. Great. I dialled back, selected 9 again, and was then this time put through to John. John listened closely to my problem, before unfortunately informing me that this was a helpline for users of cordless phones. What the hell, Simran?

John then gave me another phone number, 0800800152. I duly dialled this and was put through to BT Business generic support. Great. I spoke to them, again, and explained the problem. Again. They said they understood the issue, and referred me to call yet ANOTHER phone number, 0800800778.

I dialled this number, and was put through to a team that seems to be responsible for booking teleconferences. Absolutely nothing to do with my issue. I explained the problem to this guy, who actually sounded helpful, and he told me to dial 0800800150. This is the generic phone number for BT Support and they don’t handle business customers. I knew this would be the answer so I didn’t even bother talking to them.

So, I’d now spent about 2 hours calling & messaging BT to report what is likely a basic routing fault, and I hadn’t even been able to communicate the issue to anybody who understood enough to even escalate it. This is insane for something that is supposed to be a business service. Totally and utterly mad.

Now, a couple of months ago, my connection went down late and night and didn’t come back up again. I logged a fault with BT who contracted Openreach (they’re separate now), and had a great engineer come out to resolve it. That was a great support experience, because it was a physical line fault and the first line support could understand it. However, if your issue is at all complex in nature or a fault with BT Infrastructure, they just don’t want to know.

I ended up contacting @btbusinesscare on X.com (formally Twitter), who were actually helpful, and they escalated it to the High Level Repair Team and filed a complaint on my behalf. I have yet to hear back from them or see the issue resolved, but at least someone did something.

No customer, let alone a business customer, should have to rely on DM’s on X to get issues resolved, nor should I have to pay £25 to report an internal BT fault to BT. It’s utterly ridiculous.

On the upside, having realised that I’m paying £93/month for basic broadband, I will now be reviewing my options (being that I’m out of contract), and I will be viewing this as a big black mark against BT, so we’ll how they end up resolving it and what their response to my complaint is.

Having a routing issue is an understandable fault, not noticing is also a fairly understandable fault, but having no official way for your customers to report it is unacceptable and ridiculous.

Incidentally, I found this post on the BT Community Forums and responded with a much lighter and much less harsh version of the above. This was removed within minutes. I guess BT know how bad their customer services are, and have decided to just remove any bad press. Disgusting behaviour.

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