BT Infinity Issues - Lack of ownership of 12 week ...

Hello
I have raised complaints to BT three times and phoned the helpline on at least 10 occasions and yet nobody takes ownership of the issue I am experiencing or demonstrates any interest at all in owning or solving the problem. I was told that my issue would be investigated and someone would call me back. As yet nobody has called me back. In complete frustration and due to lack of interest from anyone I have posted this message here. I am experiencing constant disruptions to the service I am paying for and yet nobody from BT seems to want to know…
I am now taking the complaint up with Ombudsman Services as the lack of response and interest in solving this complaint is quite frankly appalling. You hide yourselves behind web pages and email addresses and make it almost impossible for your customers to speak to anyone intelligent that can help solve or own an issue. I wish I had never returned to BT and will move away at the earlier opportunity. I wish I had stayed with o2.
I may write to BBC watchdog but I can just see some manager from BT sitting there telling everyone how seriously they take customer satisfaction. Yawn.
Details of my complaint follow.
There are constant disruptions to my BT Infinity Broadband caused by local power issues to the BT OpenReach Cabinet. There has been an issue with the mains power for weeks and due to the lack of mains power BT OpenReach engineers visit the cabinet every day to replace a battery that is needed to power the cabinet.
This happens twice a day and means that I lose my BT Infinity broadband twice, every day, for between 30 and 45 minutes. This happens once in the morning and once in the evening and has been now on-going for about 12 weeks. This is very disruptive to my family and I and I want to know when it will be resolved.
I have called the BT Broadband helpline at least 10/15 times and the support staff are clueless as it doesn’t involve switching my router off and on again. I have called and complained to BT OpenReach who tell me I need to speak to my service provider and that they BT OpenReach can’t help me. I have raised three complaints via the complaints web site and no response.
I seem to be going around in this continuous a loop. The issue has been on-going for 12 weeks now and I want to know when it is going to be resolved.
Could anyone from BT who is vaguely interested in solving this problem contact me or at least indicate when the issue will be resolved?
Thanks
Michael

Make sure that BT retail (your ISP) have raised the problem with the OpenReach (only openreach can resolve a problem with one of their cabinets).
I'd also suspect that poeple around you will have same issues? So maybe combine forces - they'll need to raise via their ISPs also. But the key fact is that the ISP can't repair) the actual problem - only openreach can do that.
http://www.openreach.co.uk.

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Hello, I've also had the same problem for the last week. Reported it to ELC and it has been esculated. You should report it to the moderators and they will be able to help you.
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If this helped you please click the Star beside my name.
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Post Moved Infinity-Issues

Moved to Infinity Board http://community.bt.com/t5/BT-Infinity/Infinity-Issues/td-p/647136
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’

I was going to put it in the Infinity forum but as there were other similarish ones here, and that my problem is reagrding a connection issue (my modem gets Inifinity just fine), I thought thought the connection issues forum would be the correct place.
Also as HH3 is not Infinity specific, I thought the problem was not necessarily Inifinity specific either
Even so, thanks for putting in the correct place.

Infinity issue - replying to forum moderators tick...

I have been dealing with the moderators over e-mail due to my infinity issue and the last 2 resposnes I have sent to the forum moderators e-mail after they replied to the ticket have had this automated reply:
Hello,
Thanks for trying to get in touch with us. Sorry but we don’t monitor this mailbox, so you won’t get a reply to your email.
Ask the community
Try searching our forums to see if someone’s already asked the same question as you.
If you don’t find what you’re looking for, do join the forum and post a new question. There’s a wealth of knowledge on the community, and we’re sure you’ll find what you need. But if not, our eagle-eyed moderators keep watch over all postings, and will happily extend a hand of support.
Still stuck?
If all else fails, try our help pages.
Thanks,
BT
Have my e-mails been received or not? I have always replied to these tickets without a problem before but the last 2 have been replied to automatically with this e-mail.
Thanks.
Solved!
Go to Solution.

Hi abyssunderground,
Sorry for the confusion. Can you try replying again?
Cheers
David
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 :-)

BT Infinity issues and poor service

I reported an issue with the Infinity team that I can not access the internet several times a day and the only solution is to switch off the hub for several minutes and then switch it back on.
After several calls to the helpdesk and not being provided with any information as to the 'fixes' which have been applied I was in a call yesterday for 15 minutes waiting for my call to be escalated as I requested. The call was cut off! I actually got a call back and an apology! I said that I had spent too long on the phone 'waiting' for someone to explain what had been done to date to attempt to resolve my issue but no answers were provided. I was informed that the case had been closed! I questioned why and was informed that someone had spoken to my wife and closed the case. This is incorrect as nobody has spoken to my wife and she would not state the issue had been resolved has it clearly has not!
I was promised yesterday that a supervisor would phone me back to discuss the case as I am not happy at all. This poor service is costing me money as I am not capable of working without the broadband connection!
I would like someone to take ownership of my issue and provide me with the service I expect from paying for this premium service!
I've just looked at the closed case which I was informed had been re-opened I can see no update and that it is still closed!
Please open it now and provide an update as promised on several occasions.
VOL011-49442052268
Regards
A very unhappy customer.

JasonT wrote:
I reported an issue with the Infinity team that I can not access the internet several times a day and the only solution is to switch off the hub for several minutes and then switch it back on.
After several calls to the helpdesk and not being provided with any information as to the 'fixes' which have been applied I was in a call yesterday for 15 minutes waiting for my call to be escalated as I requested. The call was cut off! I actually got a call back and an apology! I said that I had spent too long on the phone 'waiting' for someone to explain what had been done to date to attempt to resolve my issue but no answers were provided. I was informed that the case had been closed! I questioned why and was informed that someone had spoken to my wife and closed the case. This is incorrect as nobody has spoken to my wife and she would not state the issue had been resolved has it clearly has not!
I was promised yesterday that a supervisor would phone me back to discuss the case as I am not happy at all. This poor service is costing me money as I am not capable of working without the broadband connection!
I would like someone to take ownership of my issue and provide me with the service I expect from paying for this premium service!
I've just looked at the closed case which I was informed had been re-opened I can see no update and that it is still closed!
Please open it now and provide an update as promised on several occasions.
VOL011-*********
Regards
A very unhappy customer.
Hi there,
Firstly, I would advise you to edit out your VOL number from your post for security reasons.
Also, if you follow this link, it will allow you to fill out a "Contact us" form for the mods. Please remember to include all your account details in this and the mods should pick it up and contact you back.
I hope this info helps.

Customer Service & Infinity Issue

Hi All,
Apolgies for having a dig on my first post here, but looking at numerous messages over the past few days, I believe I am not alone in my current issue with BT Inifinity.
I moved over to BT inifinty from Sky three weeks ago, as Inifnity was finally available in my area. MY internet was then positioned at 36M download 7M upload. A massive leap from Sky.
I then paid 12 months line rental up front, and took advantage of the reduced rate for 3 months.
Thats when the issues started and still contunue.
Firstly BT infinity was installed fine, and then 3 days later we lost the house phone. Yes, the house phone was completely dead, and as it was the weekend, we didnt have a working phone until the Tuesday. Not to worry, teething problems I thought, but the engineer stated it was incorrect in the exchange...
Never mind, look on the bright side, I have infinity bb speed.
Just a week later, i recieved an email to state my limit was nearly full on my BB. I was surprised as no one informed me there was a limit to infinity. Therefore I then changed my account to pay more money to BT to enable the unlimited. Thanks BT customer sales service for not informing me of that one!
Then we come to the final piece of the jigsaw. I didnt contact BT about my infinity service as i was waiting for the 10 days BB period to settle down. However, we have only ever recieved max 22M download and 4.5M upload. So i contacted BT support to report it. Low and behold I recieve the email saying a fault has been raised, recieved two phone calls from an indian support centre, and heard nothing back.
On checking my support status this evening, I see BT have stated in the fault report that they believe the issue is now resolved. No email confirmation to me, and the fault is still not resolved! I still have the same BB speeds, and no where near what i was offered.
Based on the above, do you believe this is good customer service?
I am now paying more than i thought due to wrong information from the BT sales team, was not connected correctly when the service was activated, lost my home phone for 5 days, still do not recieve the speeds i was told i could recieve, and when i do raise a fault, it has been reported fixed when its not, and recieved no information.
I am a calm person, actually do work in the telecoms industry, but if I did this to one of my customers, we would lost them.
Could anyone help me on how to try and fix my issue please?
Many thanks
Alan

Hi,
If you have read my original post, then you will understand that I did report the fault, but BT have no stated in the case notes that they believe it is fixed. This is not the case, and the notes were updated without any communication to myself.
I am fully understanding of fault processes, but in this instance I do believe that BT customer service does need to be improved.
I am also fully available to assist BT in resolving the fault but the fault has been reported over a week, no correspondance.
To that end, I will not be responding to say your post was an accepted solution.
Rgds
Alan

BT Infinity issues and only been with them since 4...

I have been so looking forward to faster broadband, religously checking the availability of infinity for my area for months and eventually hey-ho here it is. After having a HH3 on BT BB for years and not a single issue I thought awesome same reliability and faster too. How could I be so wrong!!!!!!!!!!!! I have had BT Infinity for 13 days.
Day.1: The line started out at 79Mb (300 metres from street cabinet) really good performance.
Day.2 Line still fast but orange light on HH5 periodically. (still it is training isn't it?)
Day.3 The line keep dropping out more and more. Fast when it works though!
Day.4 Keep getting resolving host issues and line droppping out??? (still it is training isn't it?)
Day.5 My daughter is asking to put the old one back on as she is going into facebook withdrawal
Day.6 I am thinking of putting the old one back in. Line droppping in and out. Checked the speed still good 76Mb.
Day.7 I am beginning to get disillusioned by this infinty business. The desktop help keeps telling me to call support as it cannot fix my problem. (still it is training isn't it?)
Day.8 Beginning to think this was a BIG MISTAKE! Still fast when it works 75Mb
Day.9 Very frustrated called BT customer support. They performed some tests and tell me the HH5 is knacked.
Day.10 & 11 More of the same. (still it is training isn't it?)
Day.12 Replacement HH5 turned up re-connect. Speed is 63Mb and after 2 hours exactly the same as the previous.
Orange lights, rsolving host issues and dropped connections. Called customer support. They performed the same tests and told me no fault and 63Mb is what I should be getting?.After getting 75Mb with a broken HH5, I was expecting at least the same. They also told me they could not reset the BB profile to re-train the line even though the HH5 was faulty?
Day.13 I am awaiting a call from customer support manager who will tell me that nothing is wrong. WTF is going on BT?

A quick update. Got a call back from customer services and they have now found a fault on the network. Funny that!! Watch this space.

Infinity - BT Lack of real communication

I see KerryG has several posts on Infinity and why so many people can’t get it. These seem to be standard excuses and frustrating for people wish to plan their communications needs. I am looking at Satellite broadband as a way of exceeding BT’s pathetic 2Mb. It’s a big investment and has some challenges but in the absence of knowing if I will ever get Infinity what choice do I have?
Like many posts on this site I am in Chippenham. The exchange has been enabled and many people can get the service. Just not the modern executive housing estate where home workers would benefit.
Analysing standard excuses:
Your phone line may be connected directly to the telephone exchange and not to a local street cabinet.
As a newish estate (10 Years) this is not the case and the green box is only 30 feet away.
Your line may be too far from the local street cabinet to have a stable BT Infinity service.
OK not sure if 30 Feet is a long way but it doesn’t seem that long. Perhaps the helpful KerryG could clarify what is deemed ‘a long way’
Your local street cabinet may not be suitable for fibre optic cables.
How do we check this KerryG please? Knowing my 10 year old green cabinet is obsolete will help me decide not to wait for BT. It looks very simile to the ones that are enabled but I’m sure there is some subtle difference us lay-people are missing.
We haven't yet got the council's planning permission to do the necessary work at your local street cabinet.
I’m in the process of checking with the local council. When I know I will get back.
Summary:
KerryG if you are really interested in your clients’ needs how about suggesting to your bosses that they could do with some honest information on when/if they plan to roll out modern services. If you can’t supply it tell us why. If it’s cost based, lack of planning permission post this against the ‘Can I get infinity’ checker. Who knows the many hundreds of people wanting improved speed may help make it happen.
Please BT consider that one day LTE will be here. There is life without wires and your future business success requires client retention. Mobile phones are already many peoples first choice for voice communication. When consumers can get faster than 2Mb from 3G/LTE they will go this way.

Your not the only one in the same boat, unfortunately it will be available when the time comes.
Here are some other reasons for why the dates can get pushed back: http://www.superfast-openreach.co.uk/the-big-build/not-straightforward.aspx
If you want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution

Infinity issues after recent lightning

Hi All,
I have had infinity for the last 2 months with very little problems and respectable speeds:
http://www.speedtest.net/result/2705292208.png
Unfortunately, the lightning storm the other day killed my modem, router and BT Vision box...all of which have/will required engineer visits.
Firstly I believed it was the router, engineer comes to test line and leaves. Router was delivered, I setup router and find modem is not working. I phone BT again and another engineer has visited, installed a new modem and said there was some issues on the line. After doing some work outside he comes back and the line appeared OK - unfortunately now my speed has dropped considerably:
http://www.speedtest.net/my-result/2861279663
On the first engineer visit, I was told I am getting 80 down and 20 up from my box, which points the issue at the modem & router. I believe the second engineer has infact changed some of the line settings to ensure the quality but not the speed.
As i am currently awaiting a BT Vision engineer to visit (rediculous a 3rd visit), please could someone help me on the broadband point.
Please note, this is not a PC issue and I am fairly technical so have done some trouble shooting. PS. I am not on wireless,
Many Thanks

Mine got killed by the storm as well. I had 4 power cuts in succession and this sent my speeds write down again and I just had it nice as well!. Went from a nice 25.35MB now down too 23.35MB. I have left it for a while now but no rise. I have turned the equipment on and off but nothing!.
Please click on pink star to the left and say thanks if I have helped you at all!. Thank you. Home Hub Page- http://bthomehub.home/
BT Speed test- http://www.speedtest.btwholesale.com/
Speedtest:-http://diagnostics.bt.com/login/?workflow=Speed
Net Connect test- http://netalyzr.icsi.berkeley.edu/index.html

BT Infinity Issues

Hey Guys
I hope that there is someone here who can help me.
Ever since i upgraded from standard internet to BT Infinity i have had nothing but problems with my broadband, first of all it was the connection dropping in and out so i contacted BT where i was told there was no problem, i then complained again and was told that a different department was going to look into it and i was guarenteed a phone call back. It was at the point where i couldnt even have a Facetime converstation without hte connection going, and this was on a 70MB connection. This is still an issue, supposing i have not reset my box for 2 - 3 months atleast i have a current connection time of 1 days, 03:06:33
Then i went to redeem my £125 voucher that i was entitled to as that was the deal on when i signed up, was actually one of the reasons that tempted me to upgrade, however when i got the voucher it was £50, i phoned and was told that hands down that was not the deal, (Basicaly im yet again a Liar)
Anyway over the coming weeks the issue seemed to have resoved itself however more recently my internet speed has more than halfed.
I started out on a 70mb connection, in the peak daytime it was sitting nicely in the 60s, Now though it is down to 19.8mb although BT verry own speed tester state that i am at 74.6mb. Yet all the other sites claim about 19.8, Dont get me wrong but somthing sounds out here??
Anyway i dont know how to move forward with A) the issues of internet dropping connection & B) the poor download speeds.
I think BT really need to start solving these issues and stop moving goal posts and start helping their customers with the resolving the issues that their network is having!
I appreciate any help you may have
Regards
carl

Can you run this checker and post back a screen shot of the results
http://www.dslchecker.bt.com/adsl/adslchecker.welcome
and use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
http://speedtest.btwholesale.com/
If you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

BT Infinity - speed, lack of

Hello
I am new to the forum but have read online that the forum can be helpful for getting problems resolved.
I have BT Infinity broadband installed about 5 months ago. Initially it was working fine and the speed was great. For the last two months I have been getting between 0.3 and 0.5mps download speeds. We have one computer, wired. We use it primaily to watch iPlayer and this is now impossible,
My husband and I have wasted hours of our lives contacting the off-shore call centres. We have had two engineers round, the first was here for 2.5 hours and did not fix the problem, the second yanked out the internet connection while I was working from home before I could get to my laptop and secure my work, he did not fix the problem either. I have been told that my IP address has been repointed, no change.
My husband has logged formal complaints, requested call backs, requested to speak to managers, requested to cancel the contract but nothing.
We are not getting anywhere near the service we are paying for and are totally powerless to do anything to get this resolved.
Any suggestions?

Hi BahamaMama
I have just sent you an email update, I have taken the speed test results you have provided for me and forwarded them for further investigation. Once I have an update for you I will be back in touch.
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 :-)

External hard drive issue (lacking permissions)

Have a 1TB WD MyPassport external hard drive that I am not able to fully access (lacking permissions). I have tried to change this thru the "get info" and "Sharing & Permissions" tab, but it says "You can only read." This HD was formatted on Windows in NTFS and needs to still be accessable on Windows-based computers (home & work). Can I make it available on my newly purchased Mac too?
This HD has over 400GB of work-related data and must not be adapted in a way that jeapordized me from using it on a federal government computer, since I am in the Army.
Any solutions?

Thank you for your reply. The drive does come up in the Disk Utility after I reboot and connect the cable. You can click on the hard drive in Disk Utility and it indicates the volume (drive size). If you try to partition the drive the spinning wheel displays and it doesn't appear to do anything but lock up Disk Utility and it needs a Force Quit to close. Disk Utility displays the drive as 232.9 GB LaCie Group SA and below that text it says disk3s3 and is greyed out. I have tried to erase and partition the drive but the Disk Utility locks up. Is there a way to get disk back to its original factory install condition so I may attempt to format it? Is there a UNIX disk utility that could force an erase and partition? Thanks for your help.

Video or Power manager problem - Overall issue lack of video

Hello,
Lastnight I unplugged the power to my T43 laptop. After I unplugged it, my display became extremely dim, to the point where I could see that there was video however it was to dim to read anything. When I plugged it back in,I had to hit Fn-F7 to cycle through displays and have it re-activate or work properly again. I assumed it was some battery power saving option and decided I would address it this morning.... However, now when I unplugged the power this morning it has gotten worse. When I plug the power back in and hit function Fn-F7, I only have normal display for a few seconds. Then it goes back to the dim state. Does anyone know what the problem or fix is? Is it my display, or perhaps the driver or a setting?
Troubleshooting - I connected my laptop to an external monitor and it works fine on there. I cycle through F-F7 and while I still dont get an LCD display, I do have an external monitor display.
I also tried downloading and installing the latest updates and drivers from thinkpads system update. However, after the updates succesfully download, they DO NOTsuccesfully install. Thats a whole other issue in itself. If the fix for my display involves downloading the updates from sys update or software installer, could someone include the fix for this issue as well? If not Ill deal with sys update another time. Thank you in advance!
Liam
Message Edited by JustLiam on 02-24-2009 05:27 PM

Unfortunately there is no warranty left. I actually called Lenovo yesterday to ask if there was a known issue or if they knew what the problem was. Right after they looked up the serial number and saw it was no longer covered, they transferred me to a different department where I couldnt understand a word that was said. I asked the basic question of if they knew what was causing the problem, or if they knew of the system update issue. The woman would not answer but instead just kept repeating the same words that I could barely understand, "I can give you link to drivers or you can pay me $175 to send in for repair." All I wanted to know was if they have experienced this issue before and if so was it hardware or anything else such as a setting.
Was a little shocking as I've got my IBM certifications for personal and business pcs along with my laptop cert. Ive also worked with IBM through my company as a partner for many years. I was surprised to see this as Ive always had good experiences with IBM in the past up and until this.
Thanks for your thoughts with this George. If anyone else has an idea, please share.Thanks

BT Infinity issues, Been using for 18 months but t...

recently I moved out of my property but my sister and her family as moved, They have taken over the BT account, I have had BT infinity since june or july 2012, I was getting speeds of 76mb, I had an enginner vist the property to install the new faceplate and open reach modem, It' still being used today as we speak... I brother in law phoned to take over the account and requested to keep the same..
But was told Bt Infinity was never avaible in the area, My area is East London, POPLAR Exchange.. But when you do a check on the openreach website, The exchange is accepting orders..
Tonight my brother in law spoke to a BT customer service person who said there as never been infinty in the property even when my brother in law explain the BT home hub is connected to the VDSL modem and that is connected to fibre faceplate..
He was then told to bt would had to dig up the road for us to get BT infinity, BUT the product is being used now, The BT Hub is not connected via a ADSL connection but they're won't believe it!
I explain tell the speeds your getting when you do a speed test but yet BT said you cannot have BT infinty in the property even thought its being used now!!!
I cannot believe how bad BT have become if they cannot tell if a area as fibre enabled... There saying we were originally lied to when the BT infinty was placed and installed, But I used the product for 15 months and I was getting downloads speeds not possible for ADSL connections... But yet BT have strongly denied there ever been infinty in the area and basically saying we never used infinty...
Can anyone help resolve this situation?

Hi Keith84,
Apologies for the mix up with this. Click on my username and you should see the link there now.
All the best,
Robbie
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

BT Infinity Issues - Lack of ownership of 12 week ...

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