BT Infinity Installation- a sorry tale of obfuscat...

Nov 25th Infinity 1 + phone ordered
Dec 9th Installation date 0800=1300 Monday
Dec 9th 10:00 call from engineer at the cabinet ,be with you in 20 min
10:20 call - a problem , have not got the key to the cabinet !
Rest of the day - waiting to see if he can get a key - never hear from him again
Dec 10th Tues, Phone BT for new appointment -note they did not contact me following failed 1st attempt
New date Wed Dec 11th 13:00- 18:00
Dec 11th Wed, Wait in all afternoon - no show, no phone call
18:30 call BT - no apology, no offer of new appointment. Will call me 8-9 am tomorrow.
Dec 12th Thursday 8-9 no call
09.30 call BT. Order Tracking say they will talk to engineers for new dateand call back
10.30 BT call back and say they will call back by 20:00 tomorrow ,Friday to arrange a date NEXT WEEK
I ask to speak to manager to complain. She will call bnack by 8 pm
11:00 BT man calls to say he has appointment for tomorrow Friday .Choose pm.
19:00 BT *Employee name removed. (manager) calls back in response to my complaint. Says she will check on my new date
19:30 BT TL sidekick calls back to say there is no record of Fridays appointment and will call me Mon am
Dec 13th Needless to say no BT engineer
Phone BT about lack of Vocemail and Caller Ident. He says it will be avilable Dec 18th. Also says there is
(another ) Home Hub on its way?
Dec 16th Monday 11:00 BT *Employee name removed calls to say a manager will hone before 6pm
6.05 *Employee name removed BT calls to say it will take another 24 hours to fix their system for making appointments
which cannot be done any other way e.eg manually by phone
Dec 17th Tuesday 10:00 Sam BT says problem fixed and she will talk to engineers today.
Then followed a series of calls to and from BT interspersed with emails ,all offering appointments which were
then cancelled or changed.
Wed am
Wed pm
Thurs am
Jan 7th am
Thurs pm
Settled on this last ,the 8th attempt
Thurs 19th 10:30 checked by phone that it is still on
14:00 Engineer arrives (contractor)
14:25 Engineer departs with Infinity up and running and computer and iPads wifi working. 38 down and 8 up.
19:00 Sam BT calls to offer some compensation 3months broadband and after my suggestion Installation fee
which I calculate as 3 x £15 + 30 = £75
Friday 20th Another BT manager( not *Employee name removed who is supposed to be handling my original complaint) calls to
apologise and attempt to explain the whole **bleep** up. It seems that they ,BT Order Tracking have no actual
influence or control of how Engineers (mostly contractors) arrange installation appointments. The customer can
only talk to them, acting as the middleman. But they cannot insist on Engineering doing anything.
So 9 days later and on the 8th appointment the broadband is working. But have had no internet for 9 days since BT cut off the previous supplier on the evening of Dec9th despite the fact that Infinity had not been installed (by BT!)
A complete and utter farce which had me laughing in disbelief in the end.

jcmt wrote:
Perhaps it is time to remind you that Openreach is a BT Group business. So you and your fellow moderators continual bleating that "there is nothing to be done" about Openreach's incompetence and BT's inabaility to do anything about it does not wash.
The only BT Employees are the moderators, who have not posted on this thread. The rest of us are only BT customers, so perhaps you would be better directing your complaint to BT?
The forum title.
Join the conversation in our Customer Support Community
This is where customers help each other get the most out of BT products & services. If you need direct help from BT or have an urgent problem please Contact Us.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Similar Messages

Queries in advance of Infinity installation tomorr...

Received BT Home Hub 3 today for Infinity installation tomorrow (expected) and posing queries in advance:-
1)      What is on the BT Infinity CD?
2)      Are all the current modems being supplied by BT the same or are there variations?
3)      Will micro filters still be needed around the house?
4)      What is the Wireless pin number used for?
5)      What is the Admin password used for?

wunay wrote:
Received BT Home Hub 3 today for Infinity installation tomorrow (expected) and posing queries in advance:-
1)      What is on the BT Infinity CD?
It has a lot of rubbish to slow down your broadband connection/pc.
2)      Are all the current modems being supplied by BT the same or are there variations?
They're are two modems that they use which are HG612 and ECI, the one given to you will normally match the manufacturer of the cabinet. There is a 3rd but can't remember what it's called and it's hardly used anyway I believe...
3)      Will micro filters still be needed around the house?
No, he will install a filter on to your master socket.
4)      What is the Wireless pin number used for?
Not sure, never needed it as of yet.
5)      What is the Admin password used for?
Used to access your HomeHub settings, which you can see here.
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

Awful service from infinity installation engineer

We had our BT Infinity installation engineer visit today and are trully shocked and disgusted with the experience.
I was working so my wife took the day off work for the engineer visit.
The engineer was a SUB CONTRACTOR as we found out to our dismay. Not only was he obnoxious and downright rude to my wife throughout his rushed 40 minute visit he failed to do what he was supposed to be there for.
I got home from work to find ;
1. my wife so upset at how she'd been spoken to she was nearly in tears.
2. the television unit left in the middle of the living room with loose wires everywhere.
3. my BT vision not connected to the internet (on inspection the engineer hadnt even plugged it into my hub)
4. my BT infinity router setup right next to living room radiator a direct heat source! (refused to place it anywhere else, refused to discuss more appropiate locations as he 'didnt have the time for this'
5. no devices set up to our new connection and he would not even try as he 'wasnt good with computers' (despite BT clearly stating that the engineer will conect your main computer to the new connection)
I then had to sort the whole mess out myself, even though im charged £25 for the engineer who was supposed to do it all!
I have phoned BT customer services who promise me this has been 'escalated' as a complaint and someone will be in touch within 24 hours.

@Stilll40
'Do you recommend that I get in touch with BT to ask if I will be sent an "independant contractor" or a BT engineer?'
BT won't know if its a Contractor who is sent. Also it won't be a BT Engineer as they don't install FTTC/P services. It will either be an Openreach Engineer or someone from Kellys Communications or MJ Quinns.
Jobs aren't issued to Engineers until the morning of the appointment day so the only way to know if it is someone from Kellys, MJ Quinns or Openreach is to wait for them to arrive at your house.
Thing you have to remember about MJ Quinns and Kellys is their Engineers get paid per job they do, not a salary. Therefore they don't have time to go running 20 to 30 metre data extension cables round your house. Usually with them you either have it at the current NTE location or lump it.

BT Infinity Installation Options

I'm awaiting my Infinity installation and need some answers to decide on the best options for siting of modem and hub.
I've gone to great lengths to conceal all telephone wiring in my house, so don't relish surface wiring of a data extension cable. Existing cabling consists of master socket in hall with two separate 6-wire cables to extension sockets upstairs. One of these is currently used as the Total Broadband connection point.
Option 1 Site modem and hub by master socket & fit a wireless dongle to PC upstairs to connect to hub. Problem is only one power socket near master socket, & much domestic earache anticipated re more kit plonked in the hall.
Option 2 Site modem in hall and hub by PC upstairs. Internal routing of the data cable would be very messy and unsightly. This could be minimised if the cable could be routed mostly outside the house, but can this be done? Is the cable sheath suitable for external use?
Option 3 Make the telephone socket by the PC the master socket. Can this be done with only one 6-wire cable connected to it from downstairs and still retain service to phones in the other bedroom and the hall? This would be the preferred option so as to eliminate the earache.
If Option 3 needs a new lead-in cable to bring the external service into the resited master socket, can the BT engineer provide it? If not can I install it for him to make the connections?
Authoritative answers will be much appreciated.

from another s todd..... but not authoratitive.
I'm not sure what your separate 6-wire cables to extension sockets upstairs are. If these are good quality cable that you could repurpose as an eithernet cable, then how about modem in hall and PC upstairs (like option 2), but using the existing cable to connect.
I think a normal ethernet cable could be run outside the house without sheathing and last a good few years

Moving Home - Infinity Installation before Phone L...

I called BT yesterday to arrange my house move and they helpfully arranged an engineer visit on the 18th September to do the installation. Later I received a confirmation email to say that the BT Infinity installation would be on the 18th but the Phone line engineer visit would be on the 20th! Given the current owner has Virgin I suspect the BT infinity engineer will struggle if the phone line isn't connected first.
I phoned back and spoke to someone who seemed to suggest that it would be resolved on the 20th. When I got BT Infinity installed in my current property it took about a month and 4 engineer visits. Is there anything I can do to reduce the risk of delays beyond the 20th? My wife suggested that I cancel the order and start again from scratch.

Unfortunately, 2 weeks after my activation date, I'm still no closer to having broadband or a phone line. The problem is that the existing line into my property has some branches of a dead tree resting on them. BT won't do anything until the branches are removed. The tree is the responsibility of my county council who have granted BT permission to cut back the tree. BT have given me 4 different dates when the tree will be cut and each day, when I get home from work, I'm disappointed to see the tree hasn't been touched.
Luckily I was told that FTTP is dealt with by a specialised team in Dundee which I figured out I could get through to each time by refusing to enter my phone number and pretending I wanted a new phone line. Once I get through to sales, I ask them to transfer me to the FTTP team and it works quite nicely. Before I learnt this trick, I ended up talking to someone who was reading from a script and was unable to help at all. It was always best to politely terminate the call and try again for the Dundee FTTP team who don't appear to blindly follow the script and are actually able to call "the engineers" who I assume means BT Openreach. Eventually someone in Sales gave me the direct number for the Dundee team so no boring IVR menus for me anymore! This helps a lot given I need to call every time I see the tree standing there... mocking me.
At least I'm getting lots of DIY done without the internet to distract me.
My guess is that I'll get online in November but will be pleasantly surprised if it happens before then. Thank goodness for unlimited internet on GiffGaff.

A Tale of Woe --- Infinity Installation

It's now over a month since I originally ordered infinity and telephone with BT, and I have neither - both have never worked at all. There have been multiple failings on the part of BT, from two engineer visits (who failed to properly document the fault) and the technical faults team (who did not listen to me, did not record information properly and did not properly assess the fault).
I've been very patient and polite throughout the whole endeavour; however I’m now being told that I have to wait another month to have my broadband and phone line installed. This is not acceptable, and is over 2 months since I originally ordered! If BT had listened to me, or functioned in any type of efficient manner, my situation would now be resolved. I can't even find the correct place to document a complaint, so public is always best.
Timeline.
14/12/2013. Ordered Unlimited BT Infinity 2 and phone line. THIS IS A COMPLETELY NEW INSTALLATION. We had just moved into a new property, and have NOT had a broadband or telephone connection before at a previous property.
24/12/2013. Engineer arrived to install broad & phone. He failed to get anything (either phone line or broadband) working. He said that there was an issue with PCP. The line had been set up on the incorrect "green box" - one that was over a mile away, instead of the box just down the road from us. He said, it looked as though the line had been transferred from the previous owners to us, instead of being set up new. He said that he would report this back to BT, as it required an Openreach engineer to sort it out. HE DID NOT DO THIS.
27/12/2013. I called BT, and went through an automated system. This tested the line and found a fault on the line, generating an automated response for the fault on both the phone line and the broadband.
27/12/2013. I called BT again, as I was sure that I should explain what had happened with the engineer (and explain the problem with the PCP) - I was confident that the automated system would not be enough to get this problem fixed in the most efficient way. I was told that a general fault had been found in BT's network, and that it would be fixed on the 06/01/2014. Instead of listening to me about the issue with the PCP (which had been explained to me by the engineer), the CSO bluntly refused to take the issue further, stating that it was a "general problem in BT's network" that would resolve my issue once dealt with. As above, this is NOT a BT network problem, it is a problem that is specifically to do with the property and how it's been routed. I was told that if it did not resolve the problem I would be entitled to "compensation" - which I am now due. I specifically asked the CSO to make a note of this on the file.
02/01/2014. The Broadband fault was closed with absolutely zero feedback to myself or anyone looking into it.
02/01/2014. I contacted BT via chat so see why the broadband fault had been closed when it was not working. I was told that the broadband would not work with the phone line error. No explanation as to why it had been closed was forthcoming. CSO was blunt and unhelpful.
06/01/2014. The Openreach engineer arrived. Lo and behold, he told me EXACTLY the same thing as the previous engineer - the whole set up from the beginning was incorrect. We have been set up on the wrong PCP, and the line needs to be set up again from the sales end. He did a 5 minute line test and then left. I had to wait 10 days, for a 5 minute chat to tell me something that I already knew, and that, had the CSO I spoke to on the 27th listened to me, would probably be fixed by now. THE ENGINEER DID NOT REPORT THIS.
07/01/2014. Once again it was up to me to contact BT to have the matter resolved. Spoke to tech help and requested that this matter be looked into urgently. I was told that the engineers marked the fault as fixed – contrary to what the engineer himself told me yesterday. Apparently this “fault” needs to be sent back AGAIN to the engineers to get reinvestigated, and I would be contacted in 24 hours. I said that I would like to hear back within one hour (as I just keep getting fobbed off), and the CSO “Ratna” agreed that I would be contacted at the time specified today by them or their supervisor. The call-back came (2 hours late), which was then apparently too late for the CSO to contact the relevant team and hear back from them today – so they will be calling me tomorrow. BT has now agreed that there is a “cabling issue”.
08/01/2014. Had a call from BT at 1pm today – unfortunately this was during my lunch break and I missed it. No message was left to inform of what it was regarding, or what the call-back number was.
08/01/2014. Spent half an hour in a queue waiting to speak to a chat agent only to be told (when I reached number 1 on the queue), that the session had been cancelled as there we “no agents available”
08/01/2014. Went through the chat queue again however Ratna had apparently gone home for the day, so I spoke to Sanjog instead. I was then told that the engineers need more time to check the fault and that I would get a call back tomorrow. Sanjog then proceeded to reject the “cleared” mark on the fault (again?), and tell me that the engineering team close at 5 so he would be unable to contact them now.
10/01/2014. Didn’t get a call back yesterday, so spoke to chat again today. I was told that the line was connected to the wrong distribution point (as I told the BT on the 27th December), and that the technical faults team would be unable to deal with it. I was then told that I would need to speak to customer options, and that they would need to place a new order for the line. The CSO on chat, then called me to transfer me to customer options. After about half an hour on hold, I spoke to the same CSO, and was told that customer options would actually be unable to deal with it, and that she would need to send an email to the engineers and that they would be contacting me directly today.
10/01/2014. Spoke to the sales team this afternoon who went through the process of setting up a new order. I was told that I would need to wait until the 27th January for the engineers to come out to install the new line. Half way through setting up the order I was put on hold and the line cut out after about 10 minutes.
10/01/2014. I expected an immediate call back to complete the order however this did not occur. Instead, it was left up to me to call back and spend an hour on the phone trying to find someone to complete the order. I eventually found the same operator who completed the order for me. I was then told that I would need to wait until 25th February 2014 for the new line to be installed. I said this was not good enough (and she agreed) as it was nearly a month since placing the original order, so she sent an “email” to her manager, who would call me back to arrange a much closer date for the installation.
14/01/2014. I never received a phone call from BT, so it was once again up to me to call and explain the same thing again, to try and have someone bring the installation date forward. I spoke to order management who (once again agreed) that the time I had been waiting was beyond ridiculous. So had to “email” an escalation claim to OpenReach in order to try to get that date pushed forward, which she did.
16/01/2014. I actually got a call back from BT! However, it was simply a rejection message “All engineering resource in your area has been allocated to work on repairs to the network as a result of the recent bad weather across the uk”. So they were unable to bring the date of the appointment forward. I find this hard to believe that BT cannot spare one engineer for < 1 hour to install a new line for me, given the huge amount of time it’s taken to get to this point.
Summary of Failings:
I was told what the issues were by two separate engineers. A new line had to be installed to the nearest PCP by placing a new order with sales. Neither properly documented this with the faults team or followed up on what needed doing. It was left up to me to try and explain.
The faults team categorically dismissed everything I said, and did their own thing. By following that processes, it took over 2 weeks for the original fault with the line to be discovered. If either the engineers had properly documented the faults, or the faults team had listened to me at the very beginning of the process, the new line would have been set up, and I would now have broadband.
On multiple occasions I did not receive call-backs that were promised and it was left up to me to contact BT. This was a failure on all fronts, technical support, engineers and sales were all supposed to call me at some point, including management, supervisors and CSO’s. This is a failure from bottom to top.
All correspondence between different teams appears to have been completed via email. I asked on multiple occasions to have the matter resolved there and then, and was always told that it would take 24 to 48 hours to complete. This is ridiculous that apparently the teams have no direct line of communication. It would have taken a 5 minute conversation with the correct person to sort out the entire mess.
What Now?
So, who do I contact to complain about this? I've had enough of the useless chat & telephone CSO's, and I'm not going to wait 14 days for a response from a letter. Does BT not have a complaints email address?

Why is so hard to complain to BT?
I just went round in circles with a chat representative who categorically refused to put me on to their manager. It states in BT's complaints procedure that:
"We aim to resolve your problem to your complete satisfaction as quickly as possible. If we can't resolve your problem immediately we will agree a course of action with you."
I've now been waiting 3 days to be contacted via the forums mods. I would hope that this has been processed as an "expedite" case, due to the fact that it's been over a month since the original order was made. This is neither quick, nor satisfactory.
I just want to speak to a manger who has the ability to do something. I'm absolutely fed up of being fobbed off by CSO's. Take a quick look at the chat transcript below if you fancy a lesson in how not to deal with a customer who would like to complain. . .
*Transcript Removed.
The "complaints specialist" CSO above did absolutely nothing to resolve my complaint and then closed the chat session!
This is seriously bad practice ^^ BT's complaints team are not even following their own complaints guidelines.
I really hope that this is an isolated case. If all cases are dealt with such disdain then BT will be suffering a Class Action Lawsuit against them in the near future. I've now wasted such a huge amount of time trying to get this issue sorted satisfactorily and not one single person in BT cares.

BT Infinity - Installation Log

This is an installation log for those of you that are waiting for their new installation of Infinity. This will be my first time using the HomeHub and any kind of fibreoptic so this is a new experience for me.
I'll update this log as an when things happen, good or bad. Please keep your negitive comments regarding the service away from this thread, as its primarily for people who are looking to see what happens when you signup to the product.
HomeHub arrives via Royal Mail on the expected date. Its tracked (via the royalmail website) but doesn't require a signiture, very handy.
Note that the postman is instructed to hide the box out of sight. It was left under my door mat, I lol'd when I arrived home to find the box (luckily, my door is inside corridor)
Box arrived in a clear plastic wrapper and the art work was clearly visable.
The warning advising that opening the box would cause mayhem, this was duly ignored.
This is what the box contained.
HomeHub2 with dust sheet thing.
Cables, mains adapter, installation CD and wireless settings card.
On Monday, hopefully the engineer will come down and change my face plate etc. I'll post pictures of the job he does with the wiring.
Until then, I hope this helps with anyone that is wondering about the installation process, so far.
If I helped, then consider clicking the star to the left

Right, engineer arrived and we had a chat about how I want the cable routing. I went for the easy option of routing from the entry hallway, across the skirting board and under the door crack and across the wall to the living room.
He installed an Oscillator into the master socket and then went to the Cab to do something. Heres the gear he left behind.
Felt sorry for him as it was raining pretty bad over here and one of his umbrella's blew away lol.
After some thinking, he thought it would look better if we went through the wall of the cloak room and installed the datakit on the other side of the wall. Which was great, it was amazing he even recommeneded it as it wasn't a straightforward route!
Hopefully this image describes it better. (You can see the thick red line run across the skirting board, and the the dotted red line indicates the cable behind the wall in the cloak room) Then you can see the same from the other wall. The actual cable is very thin and white - he neatly cable clips it to the wall.
All is connected and here is the new Faceplate and setup.
And heres my initial speedtest on day one at time of this post.
I'll see how it goes later aswell.
Overall, it was a pleasent experience. The engineer was enthusiastic and eager to makesure my cable routing was tidy. (maybe that cuppa tea helped!). Overall it took around 1.5hrs and he even took all his rubbish with him.
I actually took the opportunity to ask him a few questions while he was here.
The rollout is definatly profit based and ability to install. Even my engineer didn't have fibre in his area yet as its not viable. Remember it is profit based, not based on who needs it most. (dont argue about this please)
It can take 48hrs for your speed to get to max (dependent) when the router is turned off and on again.
If you are experiencing low speeds and you turn off your router regularly then you have probably been put on a low profile. Call BT and MAKE them understand is probably not the HUB and they will increase the profile.
You can turn off the HomeHub at night if needed as it won't effect your linestats. Makesure you leave the Vdsl modem on 24/7 though.
If you go on holiday you can turn the modem off. Its only when you turn it on and off, and on and off that causes the exchange to think you are erroring.
I hope this log helps those of you thinking of getting it installed!
If I helped, then consider clicking the star to the left

BT Infinity installation complaint

I am writing this email as I am wanting to know what is the best route of complaint regarding the attempted installation of my new BT Infinity 2 connection.
An engineer from Kelly Communications visited my home a few days ago to install my new BT Home Hub, he hadnt been here 10 minutes before he informed that he needed to nip outside and do some work on my line from the CAB booth at the end of my street. 30 minutes later he returned to say he had unfortunately broken my landline connection and could not fix it or install my Infinity broadband connection, he assured me that a BT engineer would visit the same day and fix the problem and install my internet.
Nobody arrived and I have been left with no landline and no internet. I assumed they would be along the following day but again nobody visited my home. I then used a friends phone and called BT customer service to sort out the problem, only to be told that it was obviously my fault that my phone line was broken and I was to be charged £180 to fix the problem and that nobody could visit me for the next 5-6 days.
I am really not happy with the current level of service I have recieved and have no intention of paying to fix a problem that I had no hand in causing, I am writing this email to know who is best to contact to amend this problem in the quickest and most efficient manner possible.
Any help would be great as I was really looking forward to what I thought was going to be a good, quality internet service.

Hi
I am sorry to see you are having problems with your BT Service
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

BT Infinity installation problems - is this normal...

extended rant follows...
I moved house on the 11th July and ordered BT Infinity 2 for my new address. Openreach Engineers came on the 14th July and provided the modem and wall socket. I was led to believe that they had effected the changeover to fiber at the cabinet. They informed me there was a short in the house internal wiring, however after they left, my broadband was working, albeit at about 2Mb/s. Another engineer appointment was booked for the 5th August. I then went on holiday for 2 weeks. On the 5th August a broadband engineer turned up and said that he had been incorrectly booked as this was a phone line problem, and left. I then received a call saying a phone line engineer would come on the 6th August, which he did, and by finding the junction box in the flat and running new cabling out from it, he fixed the short. My broadband then became operational and seemed to be running at fibre optic speeds.
On 17th August my home hub started showing an orange broadband indicator, with the modem showing VDSL was working. Power cycling, resetting, nothing worked. I called and emailed bt broadband support, who promised to sort my problem. On 19th August having heard nothing I called support again, and after being passed around for 2 hours I was finally put through to order management who informed me that I did not in fact have infinity installed, that my order was incomplete and that absolutely nothing further would happen until I had had another visit from an engineer, which would happen on the 1st September, 7 weeks after the initial installation visit. The operator also said that I had another engineer visit scheduled for the 18th that had been cancelled, both without my knowledge - no emails, texts etc, and that this might explain why my broadband had stopped working - it had been switched off.
I'm seriously considering cancelling my order and moving to a much smaller provider that does not have these administration problems. I should not have to spend 2 hours on hold to find out something that perhaps I could have been told when I first contacted BT. Am I in my rights to do this? I've been a bt broadband customer for at least 3 years.
If not,what is the procedure for ensuring that I am not billed for 2 months of infinity broadband that I will not actually be supplied?

I think your Openreach modem may have joined many of it's friends. I expect you've seen the Modem replaced 3 times in two months thread.
Unfortunately India seems to default to "there is a fault at your exchange"... your "you don't have Infinity yet sir" may well be a new version/tactic so that when the engineer arrives in September he will pop a new Openreach modem on the wall.
I think I would seek help from a forum mod, they are very helpful but pretty busy, so will take a few days before you get a reply.
If you do want to get help a contact form link is below. You can refer/link this thread to it giving them the background.
http://bt.custhelp.com/app/contact_email/c/4951
I am dreading when it's my turn to get the bloomin' thing replaced as I believe it sometimes causes the exchange to slow your IP profile down to something in the 20 to 25Mb range and it's a devil of a job to get the IP reset back up.
I hope you don't jump ship.... My previous ISP was a nightmare to get help from, and that was working with a product (ADSL) that has been around for 10 years.... Infinity has only just landed and there is a rumour... which I am helping to spread that we may get an even faster speed in the not too distant future.
Edit Crikey September 1st is just around the corner.... well not if your broadbandless of course.
I was just surprised when I looked at the calender and realised our summer only has less than two weeks to go... what a grotty old summer it's been, remember those lovely hot "global warming!" summers of 1995 , 2003 and dare I say it 1976 ... Rambling a bit here sorry.
Good luck
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

BT infinity installation / appointment cancellatio...

To: Warren Buckley, Managing Director, BT Customer Services
Dear Mr Buckley
I am sorry for contacting you, but feel I have no option left but to take this to the top.
First of all, I run a broadcast systems integration company and in my day-job we work with BT a lot with and on behalf of our customers.
Having recently moved house to a small village just outside the town where I have my headquarters, I found out that it is possible to have BT infinity installed at my new house. Just over a month ago (15/9/2012) I ordered infinity and was given an installation date of 19 October 2012 (yesterday)
I took a day off work and waited at home all day however never got a call, sms or email to suggest that the appointment I had booked was going to be cancelled. It was this morning (Saturday 20 October) that I received an automated SMS from BT saying: “BT here, We’re sorry you missed your appointment, to book another visit, go to www.bt.com/ordertracking or call us on 0800 800150”
I then called 0800-800150 and tried to get through the customer defence system and spent over 30 minutes on hold, only to be cut off when someone did finally answer. I called again and managed to get through to an advisor in Bangalore who then managed to disconnect me too after having explained the situation.
I then went online and spoke to one of your online chat people and asked to be called back, which he promptly did, and then explained that he was in billing but that he would put me through to the order tracking department.
I was put through to Mala in Bangalore and explained that I had taken a day off work but that no BT engineer called in to work on my connection. I explained that around 11am I saw a BT engineer (BT Openreach) working on cabinet 14 in my village and that this engineer said that a BT engineer would be coming to do the installation in my house. The slot was from 0800-1300 however by 1300 no-one had called into my house (the door was open and I was at home) and by then the BT Openreach engineer had left the village. I waited in all day but no-one turned up nor did I receive any calls or emails.
I should also like to add that when dialling the order tracking department on 150, the automated voice states: “If the engineer starts the job before the end of the slot your job will still be completed on the same day”
Yesterday my job was started within the timeslot allocated, yet no-one advised me that it was going to be cancelled or moved to a different day. As per the message on your automated service, the job should have been completed the same day.
I then explained to Mala that I found it extremely rude to not have been updated by phone (you have my contact number on your job sheet) or that I didn’t even get a courtesy email or sms to explain that the job couldn’t be finished. I was then transferred to her floor manager:
Ragu told me that the job was now rescheduled to Friday 23 November 2012 between 0800-1300. Bearing in mind that I placed the order on 15 September 2012 and already had to wait a month, it is a total insult to suggest that I should join the back of the queue and wait for a new appointment. Just for your information, I just went online and tried to book a new appointment and the earliest date that came up was Friday 23 November. This is clear proof that I have been moved to the back of the queue.
I appreciate that I am only a home customer and completely insignificant in the grand scheme of things, but I cant go to any other company to get internet at my property. I have already paid £180 IN ADVANCE on 15 September 2012 to get this connection yet have not yet received any service. Now that I have been moved right to the back of the queue I have to wait another 5 weeks before they will look at my job again. I find this insulting and fraudulent as you have already taken my money without providing any service.
Clearly this is not acceptable to me, for one I have had to take a day off work and if I had had a courtesy phonecall at 1300 to say that they wouldn’t be turning up in the afternoon I could have gone back to work for the rest of the day, secondly, I don’t have internet at home so couldn’t even do any work from home and thirdly to now have to wait another 5 weeks is completely unacceptable.
Ragu said that he could do nothing to bring the appointment forward and I explained that he would need to speak to a senior manager within Openreach (which I understand is an external contractor anyway) but that I want someone to finish the job today or at the latest Monday 22 October and that I would not accept a new appointment on 23 November. Whilst Ragu was on the phone I dialled the order tracking telephone number and this is what the automated voice says on your order tracking service: ““Your new appointment has been booked for Friday 23 November between 0800-1300. If the engineer starts the job before the end of the slot your job will still be completed on the same day”
I explained to Ragu that BT promises to finish the job the same day if they have started, even if the engineer starts close to the end of the timeslot – I made him listen to this message on my office speakerphone so that there was no confusion, and he accepted that this is the case, yet he said that they didn’t finish it yesterday and that therefor I would be given a brand new slot and the first available slot is on 23 November.
Whilst I appreciate you have more important things to do, your name is at the bottom of my order confirmation so as your order services team in Bangalore couldn’t not help I am respectfully requesting for you to resolve this.
Ragu also told me that he couldn’t give me any compensation for any of the delays or having to wait at home and losing a day’s work, he said that BT would look at it at the end of the job and then consider if compensation was due. Throughout the conversation I remained civil, I never swore and I never personally blamed him for this extremely bad customer service but made it very clear that I was very dissatisfied, found it unacceptable and that I wanted him to take action and resolve this issue. Ragu’s answer was that he could do nothing and that I would be placed at the end of the queue like a new customer. He said that he would email BT Openreach team to see if they could treat me as a priority customer but that he could not get back to me to let me know if this would be done or not, nor could he promise anything other than being moved to the back of the orderqueue.
I will also post this message on the BT Care forum and link to it on your twitter account, and respectfully request an answer back via email and by phone. I trust that you understand that I am extremely dissatisfied with the lack of service and that if I had any other options of getting internet at my property that I would have done this.
I should also add that when I first was given the date of 19 October I asked the advisor if there was any way to get internet sooner, and was told to ‘leech’ one of my neighbour’s BT Openworld connections and purchased a new access point in order to connect to this, and at the time was given a username and password by your advisor. This logon lasted for 5 days and then got closed. This connection when it did work only stayed live for 15 minutes at the time as the DHCP lease only lasts 15 minutes.
In the meantime I have had to purchase 30 days of connection from BT OPENWORLD, which ran until 15 October and now has also ran out. Today I was given another ‘free’ logon by your colleague Ragu and this also only gives me 15 minutes access at any one time and has a limited download on the account.
I expect a reply to this message at your earliest convenience.
Tom Haye

Hi Tom,
I am sorry that you have had problems getting your broadband installed. I know that it is frustrating when appointments are missed and can imagine this is only added to when the next appointment offered is so far in advance. I am terribly sorry that you have had a wasted day off and that you have been asked to wait so long for another visit.
If you have sent this email to Warren's team they will pick up and get in touch with you shortly. If you would like any assistance from the forum Mods in the mean time, even just a quick update, we will be happy to help.
You can contact us direct by using the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

BT infinity installation - half the speed of the e...

After a long, long wait I was very pleased to see that Infinity was finally available in my area (from about 2 weeks ago), so I ordered it pretty much the moment I had a chance to do so. The estimate from BT's availability checker for FTTC was up to 51.7mbps down and up to 13.2 mbps up - somewhat better than I was getting on ADSL (<2mbps down and 200kbps up..).
On the day of the installation we requested that the modem & router be placed in our study, as the master socket is in the hallway and has no power nearby (we had previously run everything from an extension socket in the study). The contractor (not a BT engineer) decided that the current wiring was suitable, and so didn't make any changes to the master socket or to our internal wiring - pretty much just plugged things in and was on his way again, telling us that our speed should be stable within 10 days or so.
It's now been a week since the installation, and we are still achieving less than half of what BT's estimate suggested we should be getting.
BT speed tester diagnostics:
Download Speed
22.72 Mbps
0 Mbps
23.52 Mbps
Max Achievable Speed
Download speedachieved during the test was - 22.72 Mbps
For your connection, the acceptable range of speedsis 16 Mbps-23.52 Mbps .
Additional Information:
IP Profile for your line is - 23.52 Mbps
2. Upstream Test: -provides background information.
Upload Speed
8.23 Mbps
0 Mbps
20 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 8.23Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps
This is on an ethernet connection, not wireless.
Is there anything that we could try to increase the download speed, or is our line likely just awful? Don't get me wrong, I'm very pleased to be receiving 10 times what I was on ADSL, but I was hoping for more.
Solved!
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Sorry, popped out for dinner and get my new phone.
You will need to contact the moderators, they will take personal ownership over your case until resolved.
You can contact them here, they will take 3 working days to respond.
Please keep us updated, also when they send the engineer out. Make sure you request a DLM reset of your line!
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

Phone not working after infinity installation

I have just moved my phone and broadband from Sky to Bt and the engineer called this morning to complete the installation. I have 2 phone sockets. When I had broadband originally installed it was before the days of filters so it required a BT engineer visit. As my computer was upstairs the engineer 'back wired' the sockets (apologies if I have the terminology wrong) so the adsl faceplate was fitted to the upstairs wired extension. Today, the Openreach engineer was initially puzzled but said he would be able to install the Infinity faceplate on the upstairs extension as originally fitted. He checked the line was ok, checked the broadband connection and put the faceplate back on the 2 sockets. After he left I tried to make a call via the downstairs socket without success and I assumed that the phone line had not yet been changed back to BT. This afternoon I received an email from BT advising that my phone was now active but the downstairs socket will not work. I am able to make and receive calls on the upstairs extension. I have just spent 40 minutes on the phone to BT, explaining the problem to 4 different people. Each BT employee advised that it would cost £130 for an engineer to revisit my house to correct the fault that they had somehow caused! To say I'm frustrated is an understatement. Has anyone any suggestions how I can resolve the problem. All 4 BT employees did not really understand the problem. I would appreciate any help.
Solved!
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You cannot use a phone connection for broadband when on Infinity. The only connection that can be used is that which comes from the home hub 3, which is near the Openreach modem.
You have to use wireless, run an Ethernet cable, or use Powerline adapters.
You phone should work if it is plugged into the botton socket of the new Infinity master socket.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

BT Infinity installation nightmare

I have ordered BT Infinity + Phone Line + Unlimited Calls, which involves transferring my phone line from TalkTalk.
Here is the letter of complaint I am currently penning to BT which expains my predicament... Any Help from BT on here to get this resolved would be appreciated as myself and my wife are at our wits end with the whole process...
I first placed an order at the beginning of August 2011 through your website to transfer my TalkTalk service to BT. I placed the order and got all the required confirmation e-mails and everything seemed to go through ok. I waited the 5 days as stated in the confirmation e-mail but did not hear anything. On contacting BT I was told my order had been placed on hold and unfortunately I would have to re-order from scratch.
This was annoying as it had delayed the order process by 5 days but I went through it all again and re-ordered.
This time everything went through correctly and I was given a delivery date of the 19th August for the router and the 23rd August for the Engineer to install this equipment.
The router arrived on the 19th August without an issue and then the engineer arrived on the 23rd, however after 30 minutes of the engineer sitting in his van he came back into the house and said he could not install the equipment and that he was off to another job.
I then had to spend the next 2 hours being passed around various people until I found someone who could explain that the problem was due to TalkTalk not transferring the phone line over.
I do appreciate that some of this is out of your control, but I placed the order over three weeks before so why wait until the engineer is in my house before checking whether the line has been transferred? TalkTalk were well aware this was happening as I had received e-mail confirmation a couple of weeks before, plus they did cease my services on the 23rd August.
After the 23rd August I had to contact BT every couple of days to find out what was happening to my service and on more than one occasion I was cut off mid call, which is very frustrating. I lost count of the number of occasions I was told I would be contacted by BT only for the day to arrive and no phone call.
From the 23rd August I had no phone line or Internet connection.
On the 30th August my phone line was reconnected, when I contacted BT to inform them this had happened they told me this was not the case… I was calling them from the actual phone but still the computer said this had not been connected yet so I must be wrong..
After a number of phone calls over the next couple of days I finally managed to persuade BT this was the case and we could then move on to connecting BT infinity.
Even though my phone line was connected on the 30th August I have had to wait until the 16th September for the engineer to come and install the equipment, I tried to get this changed to a sooner date but nobody would help with this request.
Due to all the problems so far I contacted BT again on the 14th September to make sure everything is going to be installed and ready on the 16th, I rang the 0800 800 150 number and explained the problem only to be told my phone line was still not working.. I explained I was calling from the phone line and that I had been through this before… They then placed me on hold for 25 minutes then cut me off. I called back and spoke to a supervisor who confirmed I had been cut off deliberately and then was very helpful and confirmed all would be ok for the 16th September.
16th September arrived and my wife waited from 8am – 1pm for an engineer and nobody arrived. When calling BT they informed me that our Infinity order had been cancelled and an engineer was never due to arrive today. Another wasted morning….
After calling again later that day I managed to get through to someone who informed me our phone line is still showing as not connected. The phone line that I am using to call BT on and has been working since 30th August!!!!
I now have to wait until Tuesday 20th September for the phone line case to be closed before BT Infinity can redo the order for the third time. I am not convinced anything will happen on tuesday but you never know.

Hi Stargatepaul
Welcome to the forum.
Send me an email using the contact us form address in my profile. When you fill out this form it will send us an email.
The address for the contact us form is in the section 'about me' at the top of my profile page.
Thanks
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

What is the BT Infinity installation complaint pho...

It's in the subject, really. We had BT Infinity installed three days ago and aside from the router having died already (Type A orange power light of death) and a replacement winging its way over, I want to complain about the installation work done. I would like either a phone number to action this or for one of the moderators here to pick up this complaint and action it immediately.
I should have checked it at the time, but yesterday as I was bringing my bins in I checked the work done on the outside of my house to put the cables through the wall for BT Infinity. The engineer who did the job has managed to completely smash up the brick he's gone through, with large chunks having sheared off and just been left behind bushes in front of my property. For comparison, just next to the BT entry point is work done by Sky engineers who managed not to cause damage.
The bloke was a contractor (MJ Quinn integrated services), not a BT employee, and I understand these cowboys are paid per job so it's in their interest to rush. I have however confirmed with my solicitors that since my dealings were with BT, BT are responsible for the damage caused.
Solved!
Go to Solution.

lol thats a blowout. They do happen though especially if a lot of pressure is applied to the drill and you happen to be going through the middle of a brick. The installer should have at least applied silicone to the hole and tried to put the brick back together. Sky bloke was lucky in coming out where he did otherwise the same could have happened to him.

Extending a BT Infinity Installation to be able to...

I have recently had BT infinity installed. Unfortunately, I was not around when the installation was completed so I now have the modem and hub in my hallway next to the maastewr socket. All my devices work fine over the WiFi except my ageing iMac. When I moved it into the hallway next to the hub, to test over an ethernet cable, I got over 30Mb download speeds.
What I would like to do is permanently hardwire the iMac to the hub. What I would appreciate is some advice on how best to achieve this and ensure a good connection speed.
As far as I can see, there are 4 main devices in this system:
master socket (fixed) --> modem (moveable) --> hub (moveable) --> computer (fiexed)
I think I'm right in saying that master socket to modem is twsited pair with RJ11 connectors and best kept as short as possible
Modem to hub is CAT 5e cable
Hub to computer is CAT 5e cable
At what point in this set up am I best installing a loner run of cable? Ideally, I would leave the modem right next to the master socket and have a loner run of CAT 5e cable between the modem and hub. I would like to position the hub near the computer. Would this cable arrangement cause any problems?
Any input would be much appreciated.
Solved!
Go to Solution.

just leave everything were it is and just use a cat 5e from your hub to your MAC
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BT Infinity Installation- a sorry tale of obfuscat...

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