BTSPORT Chaos makes BT 'SERVICE' An Even LESS Apt ...

*** You have a new product I'VE known about since last year, yet because you can't support it WE, the LONGSTANDING, suffer!!
So, I STARTED calling BT today at around 2pm...and here's how it has gone so far.....
Call #1: After choosing various options and listening to several recorded messages, about 2:30 in, I hear, 'because of high demand for BT Sport support, we cannot take your call at the moment.' That's it...no sorry, no call back later, no 'give up and go buy SKY', no 'pray to the God Vishnu'...nothing....
I emmediately call back as I think I may have misheard...but this isn't my first BT sponsored Journey into the Unbelelievable....hmmm.
Call #2: Same kind of system, but for some odd reason this time I am first asked to 'say in a few words why you are calling BT'...don't tempt me.....so I resist and say 'Youview not working'....succinct and to the point, I think? After I repeat it the second time, the poor dear hears what I say...I suspect the constant shouting she has to endure has damaged her idrum....This time SUCCESS...oh, no, wait...3mins in and I am cut off.....odd, usually iit needs a human for BT to do that...they are getting so efficient these days, aren't they?
Call #3: Blah blah blah..woman...in queue...25mins...cut off...no human.
Call #4: .....45mins wait...TA-DA!!! HUMAN......ish. She introduces herself...sorry, no way can I spell it and I wouldn't want to offend someone by misspelling their name, it's rude....anyway, post security grilling I give the details of my problem....
OK technofans, here's the meat between the Cut Off Slicess....since the last 'update' my YV box appears to have lost all control over normal functions. I get 24-36hrs where it stubbornly refuses to record anything 'recording failed' and then it appears to temporarily come to its senses. That's problem one; problem two is that it keeps freezing when I am watching something...anything from on demand or catchup TV..I don't 'do' live tv any more. First of all it was every day or so and now it is down to every hour to hour and a half. Only 'fix' is a full power cycle....good job the box turns on quickly huh(??!??). Also, I get intermittent loss of picture..my TV shows 'out of range' on screen like when I had a duff HDMI cable once before for my BTV box(more of this fella later)
And the reply form the wise BT sage? (Don't hold your breath, to be honest it's a bit of an anti-climax)
Sorry, Sir, but I am not trained on YouView, so I will have to transfer you to the Youview team who I am sure will be able to help you.
WHAT? Ah, but wait...our hopes and dreams can yet be dashed further...
'But as BTSport(AAARRRGHHH) has just been released they are EXTREMELY busy(up from high demand, note) so I will have to place your call in their queue.......'
The pain....the anguish...WAIT, I have a plan....
Well, if you had that kind of problem with a BTV box you'd courier a new one out, right? 
A very reluctant affirmation is granted....why the difficulty, it was a simple question? Oh...you thought it was a loaded one?   BOOM
Well...then you can just courier me a new YV box..or you can EVEN just send me an HDMI cable and I can try that first...how's that? (I doubt the cable will fix it, but it is worth a try..it MAY alleviate the worst problems.)
Sorry,  I am not in the YV dept. so my system will not allow me to courier these items.
The pain....the anguish...WAIT, I have ANOTHER plan....
'Well, if you are the BT Vision team, then you can get an engineer out to fix THAT box....and he can kill two birds with one stone and we're all happy.'
So, I explain that my BTV box is broken too...it's just dead, Dave....and we then enter a parallel universe like none I have EVER seen before.....
QUESTIONS ASKED / TESTS REQUIRED
1. IS the light on? No the box is DEAD.
2. Let me check it from my end. OK but you're wasting your time....unless you have REALLY long arms it wont work.
3. Is it connected by SCART or HDMI. SCART.....why?
4. What colour is the BTV box? It's a new type...OK, not strictly answering but it's clearer.
5. No, what colour is it? BLACK....ah, I see what you're doing now.......
6. How many SCART sockets does it have? Just like all the other hundreds of thousands of identical ones it has two....she doesn't believe me, boys and girls.
7. Please remove the SCART socket and count to ten then put it back. The girl's got stamina, gotta give her that. DONE.
8. How is it connected to the HUB? I so want to say 'Voodoo' but I stick with 'directly wired'.
9. Please remove the ethernet cable from the homehub coming from the BTV box. Count to 10 then place it back into another port. DONE and DONE.
10. Is there a power light on now? Strangely enough, your excellent diagnostic process has failed to cure, or even isolate the problem!!!
11. There is a power lead in the back? YUP....clutching at straws now, she's tiring....
12. And it is plugged into the wall socket. Oh yeah....I hear a sigh..are we done? No....?
13. Please press the big power button on the front and hold for ten seconds! Why always 10? I go 'rogue' and do it for 11..how 'Spinal Tap' of me....No change.
14. 'So, now we've proven what I said all along....can you please book an engineer visit for me..or just send me a YV OR BTV box please...either will do for a start....
'Er...one minute please, sir....I'll just put you on hold..'
Will I get a box couriered..and if so, which one...or will she do as they normally do and cut me off...accidentally/on purpose....who knows...but it's Hobson's Choice really...either you're admitting you can't fob me off and are cutting me off OR you're not capable of working a simple telephony system...
'Thank you for holding...' WOW
'Unfortunately, as you now have a YV box, our system no longer has you as a BTV customer, so I can't send you that replacement out either.'
'But I STILL HAVE a BTV box..'
'Yes, but the YV box was a replacement for it.'
'No, it wasn't I STILL HAVE the BTV box and I PAID FOR BOTH.'
'Well I can't help you.'
'So you are refusing to fix or replace my BTV box?'
'Yes'
'OK....in that case, the time is 4pm on Saturday the 3rd of August(for the recording's ease) and I am now asking for a DEADLOCK LETTER.'
;A what?' EXCELLENT....really, the BT training is quite unique....
I explain what a deadlock letter is....I seem to train A LOT of BT employees...probably more, and certainly better than they do...and she goes off to speak to a supervisor.
She tells me I need to phone the billing department...as she can't get through...wow, really? That is odd...I wonder why sh...Ok, yeah BT SPORT.
So, I inform her that I have 'done my duty' and asked for a deadlock letter....and that, as far as I am concerned, is that. I don't actually NEED one...I just have to have asked FOR one...
She then tells me...after several more off telephone conversations...that she will pass my request..it's not a request...to the billing department who will call me back soon....sure they will.
She finally asks me again if I want to be put through to the YV team...and to prove a point, I say yes...after all, the deadlock letter is for the BTV issue and NOT the YV one.
So, I am on hold for about three minutes and they....yup...cut me off.
Undeterred, and as I am now writing this sat at my desk..I press redial...
Call #5: Cut off in 7mins
Call #6: Cut off in 4mins
Call #7: Cut...oh, no...answered in, well, under an hour.....I can't think of a nicer way to put that timeframe, it was some time.
So having repeated myself enough already todday...and for a lifetime with BT over the years, I begin with a probing question....drumroll, please!
'Are you trained on YV?'
'Yes I am.'
PROGRESS???
I explain the faults....and what I have done to fix it. Amazingly, I seem to have hit the BT employee jackpot...I have the anointed one who understands how electrical devices work. He doesn't ask me to turn the YV box off, count to pi squared, whilst herding cats and facing Glasgow...he just has a think about it...
I suggest that he COULD just try a new HDMI cable..this would be OK as a stopgap...maybe we could then narrow the faults down....?
'We don't replace HDMI cables...you'll have to go and buy one.'
Wait, you want ME to go and replace a constituent part of something I BOUGHT from YOU nine months ago....because you 'don't do cables'??
I feel another deadlock letter AND a call to trading standards coming on here....because I ALSO don't 'do' HDMI cables, if 'DO' means go out and buy something that is at the VERY least within the legal minimum warranty period...
However, as we discuss this, and I am about to repeat the 'deadlock dance', he has an epiphany...and for once, I am NOT being sarcastic...honest.
'We could try resetting the YV box back to factory settings.'
'Yes, but won't that wipe out my recordings?'
'No, there's an option to keep the recordings!'
Ok..this is getting scary now...someone from BT who knows something about YV boxes that a customer doesn't?
'Let's do it.'
He tells me how...the box freezes a couple of times, so I redo it and finally we get it done. Now remember that the fault is intermittent....and I am just about to do that when he says...
'I'll call you back about 7.30 or so.' From this you can see the time elapsed now..it's just gone 5.30 and I started this around 2:00........they do say that patience IS a virtue, right?
So...have I found 'the true golden child' of BT?
19:20.....the phone rings...wow...seems I have.
So, to fill you in....
In the intervening 110minutes or so(who's counting?? I AM)
The box has crashed twice...once it just froze, image still on screen, nothing doing after about 10mins leaving ti that way, no sound...however my TV was still receiving SOME kind of signal, cos when it gets a signal it can't interpret it keeps the input (AV1 in this case see below) on the black screen...
Second time it was really odd...the majority of the screen went black and the image went up to the top right...like where it is with PiP when you use the guide etc...but WITH SOUND...now that would have confirmed it wasn't the HDMI cable...had I not already known this...and this was maybe 10mins after the last reboot...
Stupidly, I forgot the YV box can use SCART...it came with an HDMI cable (SEE, PART OF THE PACKAGE I BOUGHT) so I never thought about it until I was typing this...and I changed it about 17:45..before the first crash...
So I relay all this new info, including my SCART confession, and the Golden Child arranges an engineer visit for tuesday a.m. He points out that if the fault is not BT equipment but is in my house I'll have to pay for it...well as I have a photo of the crash with the 'AV1' stuck on the screen, showing the power to the YV box is still there, I'm covered no matter what quality engineer turns up...bear in mind I once had EIGHT engineering visits to fix a slow (less than 0.5Mb download) broadband connection...so I am not worried.
So, as far as the YV box goes, until Tuesday we wait....with breath a baited...
As for the BTV...that's going to arbitration on Monday, with a comment about the HDMI cable issue...the latter also going to trading standards....I'm sure those upstanding fellows will feel my pain...
A final point....for those of you wonderinf if I made up the BTV box problem, or misrepresented it in some way...I did not; the reason I have one in that state is that I used it for a while to watch BTV On Demand content for a while...the old BTV way of showing the content in the menu made it 1000x easier to find stuff to watch, so I kept them both on for a while...when I came to use it one day...the YV box had received a bad update and I was awaiting the group fix..it was dead. I never reported it as the next day the YV box was fine again....seemed no point torturing myself with an unnecessary 'BT Waltz'....
* PLEASE NOTE all these conversations are relayed accurately in terms of accuracy of content, not specific words...although I have not embellished or exaggerated them....honest.

Oh I agree that getting service is hard. But patience is required, not attitude
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