Bt infinity madness in gravesend

firstly I'm connectected to the gravesend exchange which is infinity enabled
all local cabinets ie walking distance of my property (aprtment built 2009 before the infinity rollout so connected to same cabs as local housing) da12 2se have been upgraded or replaced by the new infinity cabinets
bt infinty checker can not find my address
enter the address for all houses on the local roads surrounding by apartment can receive infinity
im connected to a cab that has been upgraded this has been confirmed by 2 open reach engineers
so can any one tell me why i cant get it? im sure the other 300 people in the apartments around me would also like to know.
Also if my line does not support it how can i get a line that does?
also why is it that the bt infinity checker does not reconise the following post codes around my area all recent buit properties 2009 DA12 2AY / DA12 2SG / DA12 2ST / DA12 2SF

Sometimes with apartment buildings there are sub-cabinets in the building which can prevent FTTC being made available to the lines.
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Similar Messages

BT Infinity - Have i made the right choice?

Hi,
I currently have BT Total Broadband but have today upgraded to BT Infinity which will be installed within two weeks. I have been told that i should recieve a 40mb download and 10mb upload.
The reason for me moving to Infinity was due to the overall speed of the broadband especially with torrents (legal) before anyone asks they downloaded at 2.7kbps on a 2mb line.
Has anyone else made the same move and was it worth it?
Thanks

mikem87 wrote:
Hi,
I currently have BT Total Broadband but have today upgraded to BT Infinity which will be installed within two weeks. I have been told that i should recieve a 40mb download and 10mb upload.
The reason for me moving to Infinity was due to the overall speed of the broadband especially with torrents (legal) before anyone asks they downloaded at 2.7kbps on a 2mb line.
Has anyone else made the same move and was it worth it?
Thanks
Ok, BT have never published and will unlikely too on what port clamping is in place at particular parts of the day. However, my friend was upgraded to Infinity (lucky cow) last week and suffored slow speeds. When i went over today (and got a free chinese meal) I change the BT Home Hub 3 wireless settings to transmit a Wireless N signal only, now we are getting about 21mb download speeds and 8Mb upload speeds whereas before we where getting about 10/4 ish
But again, it depends on where you are downloading your 'friends' legal file from and what their upload speeds are and what clamping measures they have on their line!
CG Over An Out

Re: BT infinity worst mistake I ever made!!!!!

How do I start a new topic please?

Go to the board you want to start it on and click on "New Message" at the top left of the board list.

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 Extremely Slow Upload (380 Kb/s)

I switched from Sky ADSL2+ to BT Infinity FTTC on 9/01/2014.
When I purchased BT Infinity on 27/12/13 in their confirmation e-mail BT wrote:
We estimate your download speed will be between 16.3Mb and 22.5Mb.
We estimate your upload speed will be between 2.2Mb and 4Mb.
I am about 1 mile away from my cabinet and connected with a copper line so these relatively low estimated speeds look reasonable to me.
My Sky ADSL 2+ Connection was providing 6.5Mb/s download and 0.85Mb/s upload so I thought it was worth switching.
SKY ADSL 2+
Every day since activation my BT Infinity speed has hovered around 15Mb/s download (fine) and 0.4Mb/s upload, sometimes dipping to as low as 0.2Mb/s but never exceeding 0.5Mb/s, which is negatively affecting my internet experience.
BT Infinity FTTC
I contacted BT several times and was instructed to measure the speed using a wired connection with speedtest.btwholesale.com, reset the hub, reboot my machine and so forth. Eventually various line tests were performed and a line fault was registered. A BT engineer visited on 25/01/14 and confirmed that my home wiring was fine, only one socket is wired with no extensions and the newest openreach face plate is fitted and working correctly. He tried also using a Home Hub 4 with separate modem. The same speeds were achieved. He tried switching the twisted pair connecting my master socket to the point at which the line enters my property. The same speeds were achieved. He informed me that although my line is quite long I am within the attenuation/capacitance limits and there seems to be no fault on the line. He recommended that I should request a broadband speed boost visit and that an engineer may be able to change the pair used to connect me to the cabinet which may improve the speeds. I contacted BT today and they refused to comply with this stating there was absolutely nothing further they could do to increase my upload speed.
BTW BT Infinity FTTC
I have a few questions:
1) How can BT so accurately estimate the download but not the upload speed?
2) Is the fact that my upload is 5x slower than estimated whilst the estimated download is accurate an indication of a problem with my line or with the setup in the cabinet or at the exchange?
3) How can the ADSL2+ provide double the upload speed of VDSL?
4) When the BT engineer connected his kit directly to the twisted pair it reported that the maximum download rate was approximately 12Mb/s and upload 1.2Mb/s. How can the download increase to 15Mb/s after the filter and modem are attached yet the upload drop by a factor of 3?
5) Is there any way to end this madness? I'd like to at least have my old upload speed back.
6) Since BT have signed the Ofcom Voluntary Code of Practice on Broadband Speeds which specifies:
“If ... the customer continues to receive an access line speed significantly lower than the estimate provided at point of sale the ISPs should offer the customer with an alternative broadband package. Consumers should not incur any change of package penalty in order to migrate onto a different broadband package under these circumstances other than those charges that would have applied had they signed up to that lower package in the first instance.” I, of course, have the right to switch to a cheaper package from BT such as ADSL2+ without a charge. Is it likely this will again double my upload speed?
(All speeds mentioned were measured using a wired gigabit ethernet connection to the home hub 5 modem/router and the website speedof.me, these results match within error those taken using speedtest.btwholesale.com. No wireless devices were connected to the hub and only the speed test was running on an Intel Core i5, 8GB Ram, ASUS P8Z77-V LX machine. They agree within error with measurements taken using a Mac Book Pro with 5GHz wi-fi.)
Home Hub 5 Stats:
1. Product name:
BT Home Hub
2. Serial number:
3. Firmware version:
Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 10/01/14
4. Board version:
BT Hub 5A
5. VDSL uptime:
0 days, 00:41:10
6. Data rate:
387 / 15534
7. Maximum data rate:
449 / 15779
8. Noise margin:
8.2 / 6.4
9. Line attenuation:
0.0 / 32.7
10. Signal attenuation:
0.0 / 26.2

Hi Bob101,
Thanks for the post and welcome to the forum. Sorry to hear of the problems you are having with your upload speed.
If im honest something doesn't sound right. Our speed estimates are just that, estimates but they are generally pretty close and certainly should not be way off the mark. I cant comments on what is going on until I take a look at your connection stats for my end. I would also like to review the engineer report.
Can you please get your details off to me and I will see what I can do. Please drop me an email, just click on my username (SeanD), and you will find my contact link under the 'About me' section of my profile.
Cheers
Sean
BTCare Community Manager
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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 :-)

Phone not working after Infinity upgrade

I ordered Infinity back at the end of October 2013 and have finally had it installed today after several false starts. The problem has been "faults on the line" which have been discovered by engineers each time they came to set it up. The engineer came today and announced there were no faults on the line and he set about installing Infinity.
Having announced that all was well he made a phone call to an automated line testing service and then declared all was well and off he went.
Shortly afterwards I needed to make a call and discovered that there was no ring tone. When people tried to call me the phone rang and kept on ringing (in a muted kind of way) when i picked up the phone. The caller number displays and the calls go to 1571 (though we can't call that service). Meanwhile the internet appears to be fine.
I have performed all the tests possible including using an old wired phone in the lower socket. There is never a dial tone.
As we don't get a mobile signal here I spent nearly an hour in a field where I could get a signal trying to get through to BT helpdesk on a mobile without any joy. I have emailed several times and also tried the online chat function - after queuing for 40 minutes I was "requeued" by the operator whose only response was to paste some link to troubleshooting video I might want to watch.
I logged a fault on bt.com/faults but when I went to check on the status of the fault it seemed to be saying that they had checked the line and could find no fault and recommended that I phone the helpline(!). If only I could.
Looking through the boards it seems this has happened to others before.
If I can't use the phone I will have to travel 160 miles roud trip to my office as I need the phone for my work.
Has anyone any ideas about how I can get this sorted out?

The engineer came and after about an hour the phone was working again. Apparently the fault was unrelated to the Infinity installation and was an unfortunate co-incidence. It seems there is a fault with "pressurised cables from the exchange" whihc developed shortly after the infinity engineer attended yesterday.
The engineer today swapped our wires over in the street cabinet and now the phone and broadband are both working.
Thanks very much for taking the time to reply to my issue.

BT Sports & Tv Extra. NOT UNLOCKING. Infinity 1 pa...

Hello
We are lifetime BT phone (domestic and business ) customers, but are new to BT Infinity 1/TV Extra (inc BT Sports 1&2, ESPN etc).
The fibre and HH5 has been installed Tuesday and is working excellently, getting top speed consistently.
youView box was installed Wednesday and 30hrs later still no BT Sports(which was the deal breaker for us)
I have tried to activate via our MyBT, and it just says "Sorry there is a problem with your order". Furthermore our account says we don't have TV or Broadband. yet when I type the VOL no in, it comes up with all the details saying the order is fulfilled (and it gives two VOL no.s) whichever I select it correctly lists the items and says fulfilled and activated.
CAN SOMEONE - hopefully a Moderator- assist in unlocking/activating BT sports & TV extra channels please.
The order was made online (via a Money Saving Expert cash back/Sainsburys voucher offer).

the saga continues - its alll abit too long winded to detai on here, but seentially BT have repeatedly canclled, reissued and generally messed up our order... we rang last week and finally thru begging were able to get the BT Sport app working so we coudl watch the NUFC match... but we still dont have BT Sport or TV Extra on the TV
Customere Care continually state "the order is showing as Not Completed in the Background" - we get statements such as "Data Integrity Team will call you back and resolve it" - no one ever calls back apart from one Customer Care person who has now managed to cancel our TV EXtra order and reissue us a TV Essentials package for twice the price we agreed and had an order for
- the whole thing is ridiculous... I'm not at the point of just emailing just abnout everyone in BT referencing the 1982 Supply of Goos and Services Act... namely we have paid for activation and not received it...
the Infinity 1 BBand service so far has been generally excellent
so if anyone one here has access to the 'Data Integrity' Team - I'd willlingly accept help...

New Infinity Install - Dialup Speeds ...

This morning, I had Infinity installed by BT, although it was ordered through our ISP, a local firm who I've bought internet connection and services from for years - they have some sort of proxy deal with BT, and so actually my broadband has always been a BT service. However, the supplier, after checking recommended the NetGear N600 Dual Band Router, and I see that quite a few people here and on other forums are using 'non-standard' routers, and clearly they work.
We got off to a shaky start this morning, which turned out to be no username and password in the router. Fixed that. Got a connection - slow at first, then managed to get to 8.6Mbps up and around 16Mbps down - I was told 25Mbps down and 10Mbps ... that's what it says on my order confirmation.
The line is confirmed at 38Mbps.
But through the day the speed has dropped to near dialup rates, and most of the day I've been getting an uplink of around 120kbps, as reported by YouSendIt after it took 15 minutes to send a 12Mb file. The web is slow - pages are refreshing in slow motion, and email is sluggish.
Speedtest.net reports 0.12Mbps both up and down.
This is an entirely cabled setup, by the way. Yesterday I was still running my ADSL ... and frankly I wish I still was ...
I'm told I'm in the settling down period and have to wait 10 days ... but seriously, speeds this low?? Is that normal? I might expect them to wander between fast and medium, but not to drop way below ADSL.
My work is screwed and my supplier tells me he can't do anything until the 10 days are up.
But I'm here asking if anyone has any ideas about this? Configuration of the router? Anything!
I did a BT Speed Test this afternoon, and oddly that reported the line at 35.35Mbps down and 8.86Mbps up ... the performance, however, is nothing like this, not even close ... genuinely Speednet seems to be telling it like it is, not BT ...
I'd appreciate any help at all, because I'm in a bit of fix now.
Thanks.
Julian.
Solved!
Go to Solution.

Haha! Well, at least that made me smile!!
The company I use is a family company, a tiny company really, quite local, and they have had my business since 1994, so there is a high degree of trust and reliability, and they generally deliver a good service and great tech support.
But, they are new to this system - they said that yesterday, and unfortunately will likely be at the mercy of BT Wholesale and whoever else.
More unfortunately, my current work, my livelihood, is suddenly in jeopardy because of this. So it's a fraught and difficult issue suddenly ... and one in which I don't want the 10 days excuse thrown at me.
Settling down with middling to high speeds is one thing, but here, something is badly skewed, I agree.
Well, thanks anyway for your attention ... when and if it gets resolved, I shall post here so hopefully some other poor soul may get some help from it!
Julian.

Infinity Order - BT Fail - terrible way to do busi...

Bit of backstory first, feel free to scroll down the the ### to read my problem
I have been eagerly waiting for Infinty to increase the speeds i currently get through my BT line (all be it through BE broadband).
The date for the service in BRIDGEND was pushed back several times, which is kind of understandable when upgrading so many exchanges and cabinets. When I decided to check last week if the date had been updated for my area, I was delighted to find out that I could order Infinity the next day !
I placed my order online when the clock struck midnight the Infinty option became available for my telehpne number and i placed the order. I followed it up the next day with a MAC code from my current provider, which I phoned through to BT.
On my account page, the order was all set up - I had an engineer visit booked for Thursday 17th March and my equipment was on its way. As the Appointment had been made I booked the day off work and waited in excitement for my new world of internet use !
### Fast forward to today (Tuesday 15th March) ###
My Homehub and Infinity kit (2 cables) arrived this morning - Great. Checked my order online to double check all is well, only to find that it now stated the folowing on the engineer appointment seciton of my online order page:
Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange.
This was news to me as I thought you needed an engineer to visit to install the Infinity equipment and socket in the house?
I phoned customer services and after a while on hold I was told that there was a problem with the appointment system so BT had cancelled my order completely (without notifying me).
I was told by a nice Scottish lady (im sure they use Scottish people because of their nice soothing accents!) that they was a "fault" on the order and I would have to wait 48 hours and they will call me back and start the order all over again.
This will of course place me at the back of the queue (i was probabaly the first customer to order in my area as i logged on at midnight on the availability date in the area).
I was told the engineer would not be visiting me on Thursday at all and I should now wait 48hours to "see where we are then".
OK so faults happen, I accept that. And they need to be fixed. But heres my problem with the way BT are handling this:
The fault is with the APPOINTMENT SYSTEM (according to nice Scottish lady) - not on my line, not at the exchange, not with the little green cabinet on my road, but with BT's appointment system.
So, instead of keeping my alotted timeslot (for which i have booked time off work), BT have cancelled not only the appointment - but my Entire Order ! And instead of, calling me when they saw a problem, they put a note on my order syaing "Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange."
Terrible! So they wont bother to pick up the phone and pass it through to their engineer to keep to my timeslot, they have instead cancelled my order (which, by the way, i would not have been aware of if I did not check my order screen online today - no phone call from BT), and I now have to wait 48hours before i can start the whole process again and cross my fingers that the appointment doesnt get spit out again 2 days before my next appointment (which could be in a few weeks time by now).
So in brief, If you order BT infinity, and are given an appointment, and then their appointment system goes a bit wobbly be warned:
BT Have no contigency for when this happens, their system cancels your order outright (although still sends you a home hub), and you are told to wait 2 days before ordering again and hope the same thing doesnt happen.
Rather than calling their engineer to explain the problem and to ask to continue with the visit anyway (as there's no fault on the line) they cancel your order, dont bother to tell you they have done so, and inform you via your order page that your infinty will be connected at their end (which it wont - it cant be).
So for those returning to BT, in the hope that such a large company would have better procedures and engineer visit appointments system would be reliable, think again.
The grass isnt always greener.
(PS If you want to complain about their poor appointment system, when they cancel appointments without telling you - you are told you cant complain until you place the order again - laughable)

Hi spellstar
Yep happy to help you out.
Could you drop me in an email please with your BT account and telephone number along with a link back to this thread.
Just send using the contact us form in my profile under the 'about me' section and mark FAO Craig please.
Thx
Craig
BTCare Community Mod
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Infinity Order Shambles - Where to complain? What ...

Hi,
I've never had internet from BT, and the way it's looking I won't for a while either given the utterly shambolic performance over the last fortnight with my order.
Here's what happened:
1. Checked on the availability of fibre to my area through the BT checker site. It's available up to the 80/20 fibre. Great.
2. Ordered Infinity 2 with an installation date of this morning.
3. Realised the order system had substituted my old (2 1/2 years ago) address, 150 miles from my house as the address where the HomeHub would be delivered to.
4. Rang customer services on the day I left for my holiday and got it changed to my grandfather's address as there would be nobody to sign for it. I was told I'd get a phone call to confirm the delivery address had been changed that same day. No call came.
5. Next day I rang customer services as the order website still said the hub was going to my old address. They changed it again and said I'd see the order page updated later that day to reflect the correct address for delivery. Nothing changed.
6. Next day I rang customer services yet again as the order website still said the hub was going to my old address. They changed it again and said I'd see the order page updated later that day to reflect the correct address for delivery. Nothing changed.
7. Next day I contacted BT via Twitter and then via a web chat. They changed it to my actual home address as they said it didn't need to be signed for and could fit through a letterbox. They also confirmed that the appointment was all on track despite these problems.
8. On the delivery day I tracked the item with Royal Mail and it was indeed being delivered to my old address 150 miles away. I called my grandfather who said he's had one delivered in my name to him that morning!
9. Come today, the day for the installation and no engineer arrives between 8am and 1pm. No phone calls or anything so I sit there like an idiot all morning. I call customer services at 1pm who tell me that fibre is not actually available at all in my location and some "cage/cable?" - not sure of the word exactly, work had to be done and I would get a phone call on the 1st of July. After this call I will then be able to rearrange yet more delays in waiting for an engineer visit.
So if the fibre isn't available, why take my order? Is it really not available or am I being fobbed off? It definitely sounds like it to me. Other broadband providers I contacted before ordering with BT said the fibre was ready to connect up and were happy for me to go with them immediately. But I chose BT. Your product looked to be the most competitive and the also the best.
I would very much like to hear your response to the experience I have had, especially about whether the fibre is or isn't available and what will be done.
This has been the worst customer experience I have ever had, and I am a pretty patient person. You have the honour of being on the receiving end of the first real complaint I have ever made.
Yours,
Richard

Hi,
Just checked again and yes it is:
BT BROADBAND AVAILABILITY CHECKER
Telephone Number xxxxxxxxxxxxxx on Exchange COLLINGHAM is served by Cabinet 2
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
FTTC Range A (Clean)
79.6
59.9
20
19.6
Available
FTTC Range B (Impacted)
70.3
41.3
20
13.9
Available
ADSL Max
Up to 8
7 to 8
Available
Fixed Rate
2
Available

New BT Infinity order... Order tracking fails

Hello,
I ordered BT Infinity this afternoon, as my cabinet went live this Saturday. I gave my MAC code to the BT rep on the phone, and everything went smoothly. I have an engineer booked for 1st November between 8am-1pm to install Infinity and get everything sorted.
My only problem is that the rep said I could track my order at any time through the BT order tracking page, but it doesn't work with my reference number. When I type my reference number in to the "VOL011" box, and my postcode, I get the following error:
Order not found
The order details you have entered were for a cancelled order, which we are unable to display.
This could be due to one of the following reasons:
You no longer require the product or service associated with your order and have cancelled this yourself after discussing and agreeing with a member of our team
Our suppliers are unable to fulfil some of the requirements of your order and we will be contacting you shortly to discuss this in more detail with you.
If there is a problem with your order please be assured we will contact you directly to discuss this further. For any other queries, please call us on 0800 800 150
Opening hours are 8am to 8pm Monday – Friday, 9am to 6pm – Saturday/Sunday.
Should I be worried about this? The BT rep said I will receive my Infinity equipment on the phone on the 28th October, along with documentation of my new contract with BT. I really want this to go smoothly, as I have been looking forward to getting BT Infinity for literally over a year. I am aware that the order screen is probably just glitchy - as much of the BT member pages are at times, but I would very much like a member of the forum staff to check over my order and make sure that it's all progressing well. My tracking reference is useless, and it has got me worried! I only ordered the product 8 or so hours ago, so I'm hoping this is just a minor error with the website, and my order hasn't actually bee cancelled (especially after I went through all the effort of signing up over the phone).
Any help the Admins/Mods could provide would be much appreciated.
Regards,
Tim
Solved!
Go to Solution.

Hi Tim
I reckon by tomorrow (Wed) the Bt system should have sorted itself, if it hasn't there is no harm in ringing BT.
The VOL part of your order number indicates an order made over the phone.. so maybe even though the sales staff type the order as your speaking to them I suppose the system may take a while to synchronise things compared to an order made over the internet...
waffling a bit here am I not
If after phoning you are unhappy or worried then the way to get help from the BT Forum mods is to fill in a contact form obtained by clicking on one of their names.
Here is a form you can use http://bt.custhelp.com/app/contact_email/c/4951
Normally will contact you within 72hrs but it will depend on their workload... they will make contact.
Edit... I wonder if you've ordered a telephone line as well as Infinity?
This can cause a problem. Some people have had Infinity installed on the same day as the telephone line is installed others have problem with the line being installed but infinity cancelled or delayed.
It shouldn't happen I know but sometimes it's a problem.
On a further point I recommend you ask the engineer to mount the Openreach Modem on a wall. it's cooling vents work better that way.
And if your planning on using Infinity over a wireless connection then wireless "n" gives you the best speed.
It's easy to change your PC/laptop if your on wireless "g" you just plug a wireless "n" adapter into a spare USB socket.
Info on identifying wireless g or wireless n HERE.
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

New Infinity 2 Order & Cancelled Over Master Sock...

Hi,
Just trying to get some advice here about master socket and BT unwillingness to new customer.
I placed online order 2 weeks ago for infinity 2 & land line, My landline has been inactive for about a year now. So think that my new landline was inactive for a year and being that the master socket was placed in a really bad place before I moved in I could get it moved being a new customer and the free connection fee.
Engineer came out on jan 2 and told me he would need the master socket moved which he will arrange with BT, today I recieved a text saying I missed the engineer yesterday and another appointment has been made for 16th.
I phoned them up told them the situation they just repied saying open reach dont mvoe master sockets and I would have to hire a electircian to move this for me....
My point is why cant BT move the socket free of charge for a new customer ?? I canceled my order over the phone today I kinda regret doing it because well I had more faith in BT than other companies .

Puppy wrote:
I would say that you have been given incorrect advice with regards the moving the master socket. The only company / people allowed to touch the back of the master socket is OR. There is of course one caveat to this and thats if you have an external NTE, nice pic in this thread , I belive this is effectively the master socket and all internal cabling is your responsibility.
Has anybody got any expirence of external NTE's and Infinity?
If you want to try and reorder Inifinity I suggest you contact the mods on here first. Can't really comment with regards to the move being FOC but as long as it isn't a big job most OR engineers will do it. If it needs a new drop cable then humm?
I don't know why you have said that the OP has been given bad advice, when I have already said that Openreach are the only ones who can move it, and should do when Infinity is installed. I've had it done when my Infinity was installed and I have done many installs where the master socket is moved when installing Infinity.

New infinity order - service?

i ordered infinity 12/06 and install was to be 21/06. No engineer showed up and no phone call. made complaint. full reply by email - key points -appointment cancelled by bt wholesale due to shortage of staff. Supposed to have a process in place to contact customer - failed on this occasion - lesson learned etc..
New appointment for yesterday. Guess what? No engineer again and no phone call.
For a communications business, this is so poor, I really can't find the words!
What DO you have to do to get Infinity. Two days wasted - almost. As luck would have it, I'd arranged for John Lewis to deliver goods to me. THEY not only turned up when expected but rang before hand to say they were on their way. Why can't BT be more like John Lewis?
No third time lucky appointment yet. I'm beginning to wonder if it's worth it. Shall I cancel and forget infinity? If I do, I'll leave BT for good.
Regards, A very frustrated customer.

Tbh it sounds like what happened to me bt and openreach don't seem to be able to contact each other which for tele communications firms is a bit of a joke.

BEEN TRYING TO SWITCH FROM SKY UNLIMITED TO INFINI...

The grass is not always greener on the other side! Althought it certainly looked that way when I decided to switch provider to take advantage of the BT Sport package.
I ordered the full monty Infinity, Phone, Broadband and TV package and did so via a cashback website. Strangely the next day they created separate order for just a phone install and my cashback track "failed". (saving BT £120). Although I've waited so long now I launched an investigation using my own evidence to Quidco and it was granted again!
My Phone line was switched over pretty quickly (realised later that once your phone line has been switched to BT, to switch back to Sky and use their equipment at the exchange would cost a fee of £50! grrr). So I started to feel a little trapped. But tried to be positive.
Unfortunately nothing else happened. I called BT who initially denied there was any order for anything else. Luckily I keep screen shots/emails + original details of my order much to their embarassment. They apologised but insisted they should put order again immediately on phone. (which would have saved BT more cashback but I said no thanks I will do it online). I tried to cancel everything but here I was told I would have to pay £50 to switch phone line back. The cheek! Trapped.
I got a date 23rd of July for my switch over to Infinity, BT Vision Box arrived, engineer booked in on a 8am-1pm slot. Things were looking positive. Took day off and engineer was late but he did ring me to warn me in his defence. He seemed very competent and knowledgeable. After 5 hours though he said he had to leave and that he couldn't get it working although he thinks he cleared a fault on the line. I'm in IT and had a friend who used to be Openreach engineer. So we discussed in detail the situation.
Obviously I do not know for sure, but appears that my FTTC service was a no go because the local Cabinet had no spare ports only five broken ones (he tried about 3 of these). He said he was not sure when more would be provisioned. (I thought surely in advance they would reserve one or check this!). Imagine ordering a Tesco grocery delivery only for the driver to turn up saying unfortunately they didnt have anything for me.
But asI had been messed about for 6 weeks I thought BT will be straight back tomorrow to fix this. Engineer told me I would get a call next day. Heard nothing. I rang up 2 days later to be told the engineers were "deciding" what to do next. Never got a call back.
Unfortunately thats where I have been ever since. Only yesterday was I promised a new engineer on 14th of July after another two calls I made to India and 40 mins on phone talking to very nice but time consuming operators:
KULJEET FINGH (promised me a call back)
SWATI KUMARI - very helpful and believes she has fixed this.
I have had about 3 missed calls from scottish sounding customer service reps but they do not leave me a number to reach them. When I do call I get the India overflow or level 1 scripted service who don't know anything about the voicemails I received or my previous calls. Each calls takes ages to get through navigation then explain the situation.
So now I am thinking to myself, why oh why should I let them make me wait about another two weeks. I am struggling to find a reason to stick with BT.
Should I give up and give let Sky try and install Fibre?

Well I have an update. I decided to stay as I was so far down the road. They gave me an engineer appointment of 14 of August which was totally disgusting.
I rang up to complain and was promised a call back as they tried to expediate my request. Never happened.
Whilst on these calls I also questioned the validity of sending another engineer unless they first checked that my local cabinet hard an available fibre port. I was promised and promised that they would put the notes on the call and it would not be a wasted engineer visit.
Engineer came today. Wasted visit - no ports on the cabinet.
He was not even sure why he was sent there knowing there were no ports. Talk about the blind leading the blind.
The incompetency of this corporation is absolutely astounding even when their customers are telling them they are going to fail they lie to your face just to appease you on the phone and move you on.
So I ordered my switch from sky to BT on June 6th.. and so far all I have is a phone line.
On top of this I noticed that they have charged me a late payment fee by DD and full line rental for first month. BT were so slow at installing it all that my up front line rental apparently did not cover their initialy switch over. Despite telling me I would not be charged I have been charged.
Now as a web designer I am now tempted to create basic website and use my SEO skills to push it to top of google rankings sharing with everyone of my experience of BT.

I was quoted 24.1 mb for my Infinity i am now at 9...

I had Infinity installed on 18th April with a quoted speed of 24.1mbps. Ever since the installation when the engineer told me i was receiving 21mbps the speed has dropped off lower and lower. Currently it is at 9.37mbps which is unacceptable but i'm struggling like mad to get anyone at BT to properly address the issue.
I have made numerous calls to report my speed and informed them that i have used the BT diagnostic tester and can see my speed is capped with an IP profile 9.68 which is obviously why it cannot run any faster at the moment. All i get though is constantly being asked to reset the modem and router even though i tell them i can visually see what profile i have set on the line and know full well just resetting them will not enable me to go any faster...
I had an engineer come to my home on Tuesday, he checked the line and said its capable of 26mb and could'nt find any fault and yes i was capped after checking at my home and the cabinet and he would ring the helpdesk and find out why the cap was in place and organise a reset. I called again on Wednesday evening as i still had a profile of 9.68 and asked for an update on the IP profile reset.
Again i was asked to reset the modem and router *sigh*. Eventually i was told she would organise a profile reset which should be done within 4 hours and then for me to allow 4 days to restablise after which she would call me back to make sure it was all ok.
This was all well and good, but now after 30 hours still no reset so no improvement. I really don't know what i need to do to actually get anything done.. everytime you call you are back to stage 1 and have to go everything again, everytime they say this will be the last time and we will get it fixed and everytime nothing has been achieved.
What can i do to receive the speeds i was quoted, surely the profile needs to be raised and set at around 24mbps and if the speed is significantly lower all the components need to be checked/fixed/replaced to get the advised service i ordered wether this is the line, OR modem or HH3.
I'm starting to think i will need to contact a 3rd party to try and help me with this issue, is there anything anyone can advise or a number/email i can use to get in touch with a senior manager or this Warren Buckley the MD of customer service. I want someone to actually manage my issue and see it through rather than ringing the standard number and getting a new indian person i often have trouble understanding and starting from what seems like scratch all the time.
(Just for reference i'm connecting to the internet using a Desktop PC, OR modem and HH3 wired connection using the GigE port)
Thanks for reading, sorry it's so long, but i'm so frustrated

Hi Smacro, sorry to hear about the issues your having there. It possibly may sound like your on a banded profile, these generally do lift in time.
Other than that i would recommend you contact the mods: https://bt.custhelp.com/app/contact_email/c/4951
It can take up to 3 days to get a response from the either by email or phone. They are a special UK care team and are very good at getting issues resolved, they will handle your issue until it is resolved.
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

Bt infinity madness in gravesend

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