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BT's Web of Lies!, OT Rant
glasgow_bhoy
post Sun, 2 Feb 2014 - 22:47
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Not the first time I've ranted about BT... probably not the last. Until August when the contract with them is up.

Anyway, for years we've had poor broadband. December 2012 and I was doing my dissertation, and it totally went. We sat with unusable speeds all through January, and after countless calls being asked to 'use the yellow ethranet cable' (which is actually blue) they got an Openreach engineer out, who found a fault and sorted it. Well he didn't sort it. He got another guy out. Who then arranged for another guy to come back the next day. And then another guy went to the cabinet down the road another time. Something to do with batteries was mentioned- they were sticking poles all over the front lawn and what have you, and out in the pit in the street.
Anyway that was fine for a week, and then it went again. This time they wanted to change the modem. Fine. It was changed after a lot of arguing as I refused to go into another contract and two of their agents at offshore call centres had promised I would not be recontracted. So a new modem was ordered after I demanded several calls were listened to. That didn't solve the issue- I knew it wouldn't (I worked for Virgin at the time.. I had a limited knowledge of technical issues and spoke with an engineer at work). So they did a line test and ohhh theres a fault on the line. A guy came out again, and this time sorted it.

It wasn't great, but it was useable till I graduated. And even after that, I never bothered to chase them to get the speed improved as calling them was daunting. In August, we recontracted on a retentions deal as the price was creeping up big time (was about £40 a month just for phone and broadband). They messed that up- quoted £30, and then charged £30. After 2 phonecalls where I'll admit I lost the rag, it was sorted- partially because I'd lost the will to argue.

Throughout the following months, there were various issues. Generally sorted by rebooting the modem, cursing for 10 minutes and going back to it. Then November happened. Speeds were never above 1mbps. I called.. its a wifi issue I'm told. Several calls later I'm still being told that. They did line tests after I demanded managers, and each time found an issue at the exchange. Each time they'd say it will be sorted in 48 hours, and each time I'd have to chase them. At the end of December, after at least 11 calls that month alone, they changed the modem, again. Despite me telling them the modem was fine. They promised this would fix everything.

It didn't. Infact it managed to slow down in January- I can't watch Netflix, my Xbox keeps getting kicked offline, and my phone, in an area where we don't even get 3G, is quicker than the landline broadband. So I've called, and again, problems at the exchange. I refuse to speak with people in call centres at BT now unless its a manager, and I refuse to do the 'have you tried the wired connection' crap with them as its a waste of my time. Managers have, during January, promised me 4 callbacks on my mobile. One has managed to call back- and he didn't try my mobile. He tried the house phone, which meant I was at work and didn't get the call. And I never managed to get hold of him again.

Last Saturday it came to a peak when one of their level 2 support team hung up on me as I refused to speak to anyone other than his manager (who as usual, wasn't there... they're never there unless I refuse to end the call- then suddenly, they appear- if I'm not hung up on). I was pure ragin. So I emailed the CEO and various other bigwigs I found on that mad CEO finder website.

Sunday I got a reply- have you tried a ethranet connection to check speed... very sorry blah blah blah. Not amused. I emailed back nice and curtly, and on Monday, got another person, from the same escalated complaints team in Newcastle, asking me the same bloody thing. Is this a communications company? Do staff not talk to each other? Shambles. Anyway, he's been alright, and arranged an engineer. He wanted to send one yesterday morning, but frankly, it was my intention to get rat arsed on Friday night and subsequently yesterday I was suffering from a pure bellend of a hangover. So we've got one booked for next Saturday. Thats cool.

However I advised other people living nearby have been complaining about the speeds too (mainly when I moan on Facebook about how awful this company are) and as such, could he find out whats going on at the exchange. Tuesday he told me there might be a problem- they'll investigate it. And on Friday, he told me my exchange was at full capacity and as such its normal to experience some issues. Estimated fix time for this is over 2 weeks away- but nothings set in stone. Not amused at BT's incompetance, I've replied querying why they did not carry out work when it was at an amber status, and more why they think its acceptable to continue billing us at the full rate when they know theres an issue.

A bit more digging online via BT forums has revealled BT have known my exchange was at 'amber' level since at least 20th September 2013. It could be longer, but the tool I used to check could only verify the September date. I'm furious that this wasn't disclosed to me by BT during one of my countless calls over the past 2 months, when I explicitly asked is there a capacity issue in my area.

So, as its a Sunday night, and I can't watch Top Gear on iplayer or watch Netflix or even play Fifa on the 360, I thought I'd warn you all- if your dealing with BT, do not trust a word they say. Proven to be incompetent at best in my case, and proven liars at worst. Certainly not a communications company worth considering- they can't do internal comms never mind deal with the network for the rest of the country. Its shocking. The appitamy of a company and of customer service. If I'd acted like any of their staff have (excluding the complaints dude whos kinda trying his best to help me with the shite service BT has to offer me) I know I'd have been booted within weeks when I worked for one of their competitors. What riles me more is the fact that I worked for said competitor, and at times, didn't like the way customers were treated. But looking back now, the way they were treated was actually bloody amazing in comparison to BT's treatment of me. And at least my previous employer was aware of some of its downfalls, and were doing its best (and doing pretty well) to sort them. My parents have been with them for like 35 years, and had no serious problems until about 18 months ago- nothing bad enough to cause them to leave. This year, has been hellish. The accounts in my Dad's name and I've nipped his ear to get this sorted.. but hes not got the pateiece or will power to argue with these fools. So the regins been passed to me (I've become like the Martin Lewis of complaining and getting results on behalf of friends and family it seems... its an unfortunate skill). Which means I've been persistant. I feel sorry for people who don't do confrontation or arguing well- they are being walked all over by these cretins!

For those who aren't daft enough to sleep reading all that, I'll sum up...

Don't join BT. Seriously. Just don't. And if your with them, jump ship before this happens to you.
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post Sun, 2 Feb 2014 - 22:47
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buttonpusher
post Thu, 3 Jul 2014 - 07:35
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So that means someone can use the internet outside my house.
It also means I can use his internet outside his house, fair exchange to me. Sky and others do the same as well.
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Fredd
post Thu, 3 Jul 2014 - 07:56
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QUOTE (buttonpusher @ Thu, 3 Jul 2014 - 08:35) *
Sky and others do the same as well.

No, they don't. Unfortunately.


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glasgow_bhoy
post Thu, 3 Jul 2014 - 08:03
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QUOTE (captain swoop @ Thu, 3 Jul 2014 - 08:22) *
You knows they leech some of your bandwidth for the mobile phone 'Hotspots' which are hosted via your router don't you?

Yeah... we've switched the hotspots off on the router, although where I stay nobodys really going to hotspot our service anyway- the wifi doesn't reach as far as the street, or into any neighbours gardens. Plus its a very quiet area with no passing trade whatsoever.

In any case, when I did question a manager at BT previously about the effects of hotspot, he assured me it wouldn't ever affect our service, as it was a seperate connection it used. But when I asked why they can't use the performance from that connection to boost ours, he started to backpedal. So I don't know whether it is a seperate connection or not- I really can't see how it can be though.
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Fredd
post Thu, 3 Jul 2014 - 09:08
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QUOTE (glasgow_bhoy @ Thu, 3 Jul 2014 - 09:03) *
In any case, when I did question a manager at BT previously about the effects of hotspot, he assured me it wouldn't ever affect our service, as it was a seperate connection it used. But when I asked why they can't use the performance from that connection to boost ours, he started to backpedal. So I don't know whether it is a seperate connection or not- I really can't see how it can be though.

It's not a separate physical connection, but it shouldn't affect your bandwidth as the router is designed to throttle any hotspot traffic as your usage increases, only releasing it again when your connection doesn't need the capacity. Plenty of decent wireless routers (ie none that the big ISPs are ever going to supply) let you do something similar, setting up a Guest hotspot that's isolated from your network but allows internet access. The difference with BT is that they've enabled it on all their home hubs and added a mechanism to only allow authenticated BT customers to use it.


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captain swoop
post Thu, 3 Jul 2014 - 09:27
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Plus the BT Routers reserve the 10.0.0.xxx IP range for 'services' which causes problems with some of our customers that for historic reasons use the same range on their network.

BT put the router in on the default 192.168.1.xxx range and we used change it to 10.0.0.xxx where needed but now we can't and have to change the rest of the network to match the BT router.
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jdh
post Thu, 3 Jul 2014 - 11:56
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QUOTE (Fredd @ Thu, 3 Jul 2014 - 08:56) *
QUOTE (buttonpusher @ Thu, 3 Jul 2014 - 08:35) *
Sky and others do the same as well.

No, they don't. Unfortunately.

They do for commercial customers (pubs etc) but not domestic. Shame really as I find the BT hotspots quite useful when out and about.
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nomadros
post Sat, 5 Jul 2014 - 09:40
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With BT, it's always the cabinet. Problem is that's a 3rd engineer job after they've tried to tell you it's your fault and then the exchange's fault. IMHO, BT is crap.
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glasgow_bhoy
post Sun, 6 Jul 2014 - 09:37
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QUOTE (nomadros @ Sat, 5 Jul 2014 - 10:40) *
With BT, it's always the cabinet. Problem is that's a 3rd engineer job after they've tried to tell you it's your fault and then the exchange's fault. IMHO, BT is crap.

Well, they told us we'd have infinity up here in April. So far, no sign of it. And a local BT engineer who hates them doesn't think its coming up here anytime soon... our cabinets are ancient looking- doubt we'll even get infinity this year to replace them!
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JP1978
post Sun, 6 Jul 2014 - 10:14
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As this seems to be a general rant thread against BT and Infinity ill chip in...

Friends of mine were offered work for one of BT's installation companies, going out to peoples houses and installing the fibre broadband.

The pay was price work.

They got £15 per COMPLETED install and £9 per 'self install' (where the home owner installed the router etc, all the engineer had to do was cable up the street cabinet. Promised that ten properties a day were easily attainable.

Most days my mate made no more than £30, some days nothing at all. They would be allocated three or four jobs for AM installs. Say, the first one had issues, the procedure would be to call a 'proper' BT engineer out to look at the street cabinet. This often took at least two hours and when he arrived it was often 'im too busy to fix it' or just cant be arsed and walk off. So, mate didn't get paid for that install but due to the time delays in getting BT out, his other jobs for that morning would of been given to other engineers, leaving him with nothing. Then, the exact same would happen in the afternoon.

So, is it any wonder that people are having problems when they are using cheap and disgruntled labour to do a lot of the work on the network?

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glasgow_bhoy
post Sun, 6 Jul 2014 - 13:09
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JP- there were 2 main contractors I thought got the Infinity installs contract. One was MJ Quinn and the other was Kelly Communications.

I don't know much about MJ Quinn, other than through a friend of a friend who was far from impressed about working for them- but hes a rogue himself so I take what he told me with a pinch of salt.

Kellys on the other hand were at times the vain of my life when I worked for Virgin Media. Them, McNicholas, Fujitsu and a few other smaller players were paid per job. They were constantly complained about, and I was on a few occasions sent pictures of the work they'd completed, and frankly wasn't surprised customers were complaining. Don't get me wrong- there were a few engineers I spoke with who were actually really spot on, but I can't say that about them all.

Pay per job is rife I think in the outsourced telecoms industry. Its inevitable it will lead to speed over quality or service I believe.
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harroll47
post Mon, 2 Oct 2017 - 16:52
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QUOTE (dave comer @ Mon, 3 Feb 2014 - 18:19) *
Changed to the Post Office this afternoon. Just followed the idiot guide for set up and then took the dog out for a walk whilst the box of magic sorted itself out and settled down.
My laptop seems to be working faster and smoother and is more stable. The change over was seamless and pain free so I am well happy so far. Friends of mine have the Post Office and none have yet had cause for complaint so fingers crossed.


We recently switched to Post Office Broadband and have experienced no problems so far. We did a fair amount of research before we switched and found that the Post Office and TalkTalk are the only 2 providers who offer fixed price broadband for the length of the contract. We had become fed up with the annoying mid-contract price rises by our previous supplier, BT. We used this site, https://broadbandinternetuk.com, to do some of the research & comparisons, having heard about it on BBC Radio 2.
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peterguk
post Mon, 2 Oct 2017 - 17:36
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QUOTE (harroll47 @ Mon, 2 Oct 2017 - 17:52) *
Post Office and TalkTalk are the only 2 providers who offer fixed price broadband for the length of the contract.


Except TalkTalk don't.


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glasgow_bhoy
post Mon, 2 Oct 2017 - 21:02
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QUOTE (harroll47 @ Mon, 2 Oct 2017 - 17:52) *
QUOTE (dave comer @ Mon, 3 Feb 2014 - 18:19) *
Changed to the Post Office this afternoon. Just followed the idiot guide for set up and then took the dog out for a walk whilst the box of magic sorted itself out and settled down.
My laptop seems to be working faster and smoother and is more stable. The change over was seamless and pain free so I am well happy so far. Friends of mine have the Post Office and none have yet had cause for complaint so fingers crossed.


We recently switched to Post Office Broadband and have experienced no problems so far. We did a fair amount of research before we switched and found that the Post Office and TalkTalk are the only 2 providers who offer fixed price broadband for the length of the contract. We had become fed up with the annoying mid-contract price rises by our previous supplier, BT. We used this site, https://broadbandinternetuk.com, to do some of the research & comparisons, having heard about it on BBC Radio 2.

You are one brave fecker.

I was with Post Office from November last year until July. I left the contract early after 3 hours of arguments.

I had to get a new line installed. It took 24 hours longer to activate than I was promised. Post Office blamed Openreach but didn't do anything about it.

Within a month I was without broadband for 2 days due to a line fault. Post Office blamed Openreach but didn't do anything about it. The told me to contact Openreach despite Openreach not being public facing. Openreach directed me back to Post Office.

A few days later I was without service for 4 days. You guessed it- Post Office blamed Openreach initially, claiming there was a fault on the line. The news then later revealed Post Office broadband was down for 100,000 customers throughout the country after they had some kind of security breach. Post Office later adknowledged this to me but claimed it was outwith their control.

I then had the line work for nearly a month without issue. Until the service kept dropping out and Post Office blamed the phone socket they had contracted Openreach to install on their behalf just a few months earlier. Wanted me to pay to have it repaired. I knew full well it wasn't the box but Post Office were adamant. After 3 or 4 calls they said it was fine and must have been the router. They changed some settings but in the end I put my own router in place (an old BT number) and low and behold no issues.

Come May my phone line went down again along with broadband. I couldn't even get Post Office to answer the phone- I went away for a few days and came back to a fuzzy line, although it did work.

June came and the genious company were putting their prices up. I was unaffected by the rise for the duration of my contract but the letter was clear I could exit with no penalty. Immediatly I called to leave and they resisted, saying I didn't have any right to do so, and the letter must have been an error (the tube I spoke to on the phone didn't even seem to know how the letter was worded!). I called back and lost the plot with some poor guy who I assume wouldn't transfer my call to disconnections as he had a manager breathing down his neck. I was almost an hour arguing with him before getting through to disconnections who took me offline a fortnight or so later.

I went to Virgin Media who are bloody expensive in comparison (50% more), but my God the service is incredible after being with Post Office. I've had one fault which I reported on a Friday evening and the engineer was in my living room before 9AM on the Saturday morning replacing my V6 box and router without a grumble.

BT were terrible at my parents, and the industry is rife with companies who don't care for their customers, but Post Office actually made BT look relatively reasonable.

My advice- if your still within your 14 day cooling off period, get out now. The UK call centres they have are worse than offshore ones- they really are trained to be cheeky and frankly useless.

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ManxRed
post Mon, 2 Oct 2017 - 21:09
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To be fair, Openreach are bloody terrible, and it probably was their fault!

Sadly, because of Ofcom's 'level playing field' rules regarding how operators deal with BT Openreach, escalations are generally not allowed so every operator, once they encounter a problem with an Openreach line are well and truly stuffed.


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glasgow_bhoy
post Tue, 3 Oct 2017 - 21:19
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QUOTE (ManxRed @ Mon, 2 Oct 2017 - 22:09) *
To be fair, Openreach are bloody terrible, and it probably was their fault!

Sadly, because of Ofcom's 'level playing field' rules regarding how operators deal with BT Openreach, escalations are generally not allowed so every operator, once they encounter a problem with an Openreach line are well and truly stuffed.

Yeah Openreach are terrible, but Post Office deliberately misled me a few times to try and get me off the phone.

Quite frankly my dealings are with my provider. If Openreach let them down they need to take it up with Openreach and get it sorted, despute Ofcom or whoever getting in their way.
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nigelbb
post Wed, 4 Oct 2017 - 07:42
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QUOTE (glasgow_bhoy @ Tue, 3 Oct 2017 - 22:19) *
QUOTE (ManxRed @ Mon, 2 Oct 2017 - 22:09) *
To be fair, Openreach are bloody terrible, and it probably was their fault!

Sadly, because of Ofcom's 'level playing field' rules regarding how operators deal with BT Openreach, escalations are generally not allowed so every operator, once they encounter a problem with an Openreach line are well and truly stuffed.

Yeah Openreach are terrible, but Post Office deliberately misled me a few times to try and get me off the phone.

Quite frankly my dealings are with my provider. If Openreach let them down they need to take it up with Openreach and get it sorted, despute Ofcom or whoever getting in their way.

You can't single out the Post Office for criticism over this as every ISP dealing with BT Openreach has the same issue. It all ends up with Chinese whispers between the customer, the ISP & BT Openreach.


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ManxRed
post Wed, 4 Oct 2017 - 08:23
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QUOTE (nigelbb @ Wed, 4 Oct 2017 - 08:42) *
QUOTE (glasgow_bhoy @ Tue, 3 Oct 2017 - 22:19) *
QUOTE (ManxRed @ Mon, 2 Oct 2017 - 22:09) *
To be fair, Openreach are bloody terrible, and it probably was their fault!

Sadly, because of Ofcom's 'level playing field' rules regarding how operators deal with BT Openreach, escalations are generally not allowed so every operator, once they encounter a problem with an Openreach line are well and truly stuffed.

Yeah Openreach are terrible, but Post Office deliberately misled me a few times to try and get me off the phone.

Quite frankly my dealings are with my provider. If Openreach let them down they need to take it up with Openreach and get it sorted, despute Ofcom or whoever getting in their way.

You can't single out the Post Office for criticism over this as every ISP dealing with BT Openreach has the same issue. It all ends up with Chinese whispers between the customer, the ISP & BT Openreach.


Agreed. And BT Openreach will gladly tell the operator porkies too, so what they tell you then becomes contradictory and mostly incorrect.

And as for 'get it sorted', they can't. Its as simple as that.


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red_boots2
post Fri, 13 Oct 2017 - 16:54
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I'm at the Ombudsman stage with Plusnet, after I left them when they put their prices up mid contract and told me I could leave for free...

I left, they continued to take my direct debit payments and told me if I cancelled the DD's I'd get a black mark on my credit file, I explained I didn't want to pay them for a service I didn't have, they said they'd get a manager to phone me back; they stopped responding to e-mails or phone calls and are ignoring the Ombudsman too at the moment!

Been paying them since May for a service I don't have sad.gif

This post has been edited by red_boots2: Fri, 13 Oct 2017 - 16:56
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kommando
post Fri, 13 Oct 2017 - 17:07
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Just left John Lewis Broadband (Plusnet in disguise) for another provider and they got a £5.45 cancellation fee from BT and added it to my bill, trouble is their T&C's and FAQ's say there is no cancellation fees for a transfer. So I will be ringing them up and telling them I am a stranger to their contract with BT and will be reversing the direct debit, they can go and speak to BT but nothing to do with me. They have left a note on my ticket I raised saying they have never seen this charge before so they are stuffed.

The exchange is BT only, all I can change is the person I pay the bill to, but its worth that just not to have to speak to their Indian helpdesk. I have changed to a another ISP who for £2 a month will get BT to action repairs next day.
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JagDriver
post Thu, 19 Oct 2017 - 10:34
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This thread wins the 'invisible thread resurrection' award for 2017.
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