BT infinity nightmare

Hi,
Had other issues when I tried to change address for an order but this is not the issue here.
First appointment last Wednesday, my wife took the day off for engineer to come and find that line was not active. Line went active on Wednesday evening.
Plenty of telephones and engineer revisited today with wife taking second day off. After half hour he connected it. Worked a couple of hours and disconnected.
I track my order to see that it ll be completed on 15th. Meanwhile no call or update from them.
Is this a joke? Two days waiting and have to wait more? Call centre from another world to tell me to wait till Monday?
Nightmare at all, two days off from work for nothing.

Hi Giorgosa,
Welcome to the community forum. I can take a look at your order. Please send me in your details using the "Contact The Mods" link found in my profile.
Thanks
PaddyB
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 :-)

Similar Messages

Infinity nightmares once more

And so i find myself looking for help once more on these forums.
Ever regret taking up the offer of an apparently better infinity experience by getting in touch with kelly communications for the modem refresh?
Since then i have seen my infinity speed drop from 22 meg ( it was 15meg not the 35 implied pre install on day 1 and after 4 -5 callouts i gave up and accepted 22 meg). Have to say Chris the Mod from here really went out of his way to help me.
Since Kelly communication came and changed modem my speed has dropped and where previously speedtest.net showed constantly the same results it is so sporadic now - one minute its 9 meg then its 18 meg then 14 meg or 16 meg - you get the picture!!!
I wonder was it due to the modem being off while it was being switched has caused the system to think there was a line speed and mess things up?
So being an idiot i thought oh lets upgrade to infinity 2 the idea of surely a better speed was worth restarting my contract? Sadly today was my live day and it has proved to not be the case. Im getting even slower speeds than before ranging from 9-14meg! Btlinetest says 13 meg - funnily enough just slightly above the 12.8 they consider to be an issue ??? Did it not used to be 15meg?
Yes i appreciate it is a 10 day window for learning but something is wrong when you end up with a slower speed and a ping in the 40-50s.
I have tried resetting the hub, made no difference. Im scared to touch the modem in case rebooting it makes things worse - ie system thnks there is a line fault.
Any ideas?

Hi
You could try turning the vdsl modem off and on once to see if it helps ( the only way you could trip the dlm is if you sit there and reset the modem a lot off times).
There could be a fault on your line resulting in low speeds, to be fair I would consider 13 meg down to be a bit off an issue.
I guess you have a choice you could reset the vdsl modem once and leave it on for up to 3 weeks to see if your speed recovers ( assuming the dlm has reduced your speed due to a possible fault).
Or you could get back in contact with the forum team and discuss your current issues with them to see if they can help you.
Hope it gets better for you soon

Infinity? - A never-ending total nightmare!

Are you thinking about getting BT Infinity? Based on our experience I wouldn't bother if I were you.
We had it installed a week ago - and we still DON'T have anything like the 40MB speed advertised, despite three engineer visits and countless phone calls (going through various option menus and layers of departments EVERY bloomin' frustrating time). In fact, we're still below the 15MB download speed that the engineers and call centre staff claim is "guaranteed" - and way below the 19MB minimum promised in our welcome letter. And, as for the upload speed, it's actually gone down as low as 0.04 - that's slower than the days of dial-up!
The whole experience has been a total nightmare - the BT Openreach engineers say one thing then the call-centre people in India say something else.
Yesterday was the worst - at lunchtime, the engineer (who couldn't get his meter to work) said he was going off to link us up to a different 'cabinet' closer to the house that would get us a speed of 20MB or even 30MB plus and that he would return. He didn't. And when I spent yet another half-hour getting through to the Infinity call centre, I was told that someone would ring me back in the morning between 8 and 11. No-one did.
Now got a fourth engineer coming tomorrow who (I am told) is a "fibre optic expert". Based on the shambles thus far, am not overly optimistic.
Will post an update tomorrow.
Frustrated of Bucks.
Solved!
Go to Solution.

massiemassive wrote:
Yesterday was the worst - at lunchtime, the engineer (who couldn't get his meter to work) said he was going off to link us up to a different 'cabinet' closer to the house that would get us a speed of 20MB or even 30MB plus and that he would return. He didn't. And when I spent yet another half-hour getting through to the Infinity call centre, I was told that someone would ring me back in the morning between 8 and 11. No-one did.
Now got a fourth engineer coming tomorrow who (I am told) is a "fibre optic expert". Based on the shambles thus far, am not overly optimistic.
Will post an update tomorrow.
Frustrated of Bucks.
Ha ha ha!!Thats even better than support saying "You have toooo many Icons on your desktop" I'm just gonna pop of and connect you to another cabinet.
Can't wait for your update.
Please please let us know, it all keeps us smiling.
Aside from that, lets hope they sort it out for you
toekneem
http://www.no2nuisancecalls.net
(EASBF)

BT Infinity - Home Move Nightmare

Hi - I would like to share my nightmare related to the home move and BT Infinity
(re)activation at the new address in a desperate hope that someone might provide an insight and advice as to how to best handle and resolve this, as I am totally beyond myself.
Using the Home Move online tool, I informed BT at the beginning of Sept about my upcoming home move scheduled for Oct 16th, in order to give them enough time to sort out the transfer of my phone line and BT Infinity - Received the online confirmation that everything is fine and an engineer would be arriving at my new property on 16th Oct to re-connect my BT Infinity account
16th Oct arrived, 2 engineers came and no broadband and no Infinity, apparently not enabled yet. These guys called someone at Openreach who was supposed to investigate the issue, and left my property with no resolution, open socket hanging out of my wall and wires all over the place. I had to chase them up for the rest of the afternoon to find out if they are coming back or not, and finally was told that there is nothing they could do, another dept at Openreach had to step in and solve the problem, so BT will take care of arranging for a new appt.
Called BT next day and was told that the port issue got resolved, and we agreed on the new appt for 31st Oct (morning slot). Received a text from BT confirming the appt slot.
On 30th Oct, I decided to check my order status at BT Online as I was getting paranoid. The web-site said that the engineer visit was scheduled for that very same afternoon, 30th Oct (afternoon slot). Got quite frustrated and called BT to complain. They escalated the issue to someone from BT mgmt or Openreach on the phone (not quite sure), who was quite apologetic and admited that there was a mix-up with scheduling, the engineer was on his way to my property but unfortunatelly we couldn't not arrange to leave work and go back home - so this visit would be a loss and BT would bear the cost
The escalation contact promised to fast-track my next appt and someone would call me in the next day or so to get 3 available slots from us to agree on the next visit
I was also told that all wiring and porting is now all sorted out, another engineer visit would be able to sort out my Infinity connection in no time
The escalation contact did follow through as promised and I did get calls over the next 2-3 days and we agreed on another appt for this morning, 6th Nov - so far so good
BT Online had 6th Nov afternoon slot instead, which again got me quite paranoid. Called BT again to reconfirm the date and the morning slot - Was told to rest assured, everything is fine as agreed, 6th Nov 8-13, all ready to go
This morning another engineer arrived, and the first thing he asked was: 'Are you sure that the port is ready?'
All we could said was the confirmation that BT had been feeding us to date, all ready to go
The guy connected some wires and then said that he would need to go and check the port outside the property - he promised to be back as soon as possible
Well, he came back after 45min and delivered unwanted message - the port is not ready yet, it is apparently faulty, and someone at Openreach needs to come in to fix it. He called (a different dept) at Openreach and was told that someone would need to put an order through to get this port fixing job to be done. No ETA, no nothing.
We were told to call BT back and complain, complain etc
So I called BT immediately, and all I was told was that 'the order could not be completed unfortunatelly, it is delayed. Someone would be calling us on 11th Nov (have no idea where that day acme from) to inform us of the status of the order and next steps. Until then, BT can generously give me access to public BT WiFi. And yes, we will NOT be changed for the broadband service until it gets restored.
To add more insult to the injury, our most recent BT bills for Oct and Nov show full charges for BT Infinity and double billing for some phone services (Int Freedom). Had to call BT Billing today to complain again and requesta refund.
BT Online says that our Broadband order will be completed up until midnights of 13th Nov - what the heck is this supposed to mean? Why is BT / Openreach sending out engineers to our property if the port is not ready, enabled, or any additional work is needed to fix faults (if any)? Complete waste of time, money, not to mention having to take time off from work.
Is this nightmare ever going to end, and how more inefficient it can be?
Any help or advice would be very appreciated, thanks in advance
at38521

Hi at38521
I'm really sorry to read about the problems with connecting your services. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and we'll be happy to help you get this sorted. You can find the link by clicking on my username.
Thanks
Neil
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.
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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 :-)

Nightmare ordering Bt Infinity!!

At the moment im on adsl broadband, I only get 1-2meg line which is pants as the estimated was at least 4! An engineer came out and couldnt find any faults. He asked me if I was interested in Infinity as it is at the cabinet in my street but im not connected. I have rang up numerous times now to order. Each time I am told yes I can have it but have to wait 48hrs till the system updates as its a new house/line. So far BT have never rang me back to re-start the order! The firsI rang was 24th Jan! Can any mods help with this please.

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
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.

Infinity 2 up and down speed, very slow, huge ping...

Hello wonderful friendly people, i'm looking for a bit of help to narrow down the cause of the terrible internet connection I have.
I live in a flat in a new build block in Bristol, just moved in with the owner who has had a few different connections with different providers in the last few years but have always been really bad service. He is now paying for Infinity 2 but we experience massively varying internet speed, as low as 0.25 Mb and as high as 20Mb download, but upload seems to be a bit more stable.
Streaming netflix, downloading files and general browsing is somtimes OK, but mostly terribly slow. It seems the speed goes up and down constantly, hitting rock bottom very often. Playing games is an absolute nightmare. Ping as low as 5, then shoots up to 500 meaning we can't play at all.
In short, paying a lot for terrible internet. The connection is through the phone line, we have a Homehub 3 but with an ADSL modem, i'm not sure we should be paying for Infinity if it's going through ADSL though? I thought Infinity was only phone line for the last bridge between house and local cabinet?
I think the problem is with dodgy cabling in the flats. From my experience this is where the problem points to but I want to be sure before I go to BT and ask for them to fix their line problems.
Here are some results from the last few days from speedtest.net
Can anyone help me with tests I can do to find where the problems lie, i.e. ping tests, trace routes and the like?
Cheers!

Download speedachieved during the test was - 3.89 Mbps
For your connection, the acceptable range of speedsis 16 Mbps-77.43 Mbps .
Additional Information:
IP Profile for your line is - 77.43 Mbps
Upload speed achieved during the test was - 6.77Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps
Thanks

BT Infinity - Master and Extension Sockets

Hi all,
Last night I got talked into signing up for BT inifnity + TV which they are due to install within the next few weeks however, i didnt realise that they have to connect the hub to the master socket which is currently located in my kitchen! My existing hub is connected to an extension socket located in the lounge and this is where I want the new hub to be located. I see that they can provide 30m of wiring but I dont want wiring all over my house! Can they make the existing outlet in the lounge the master socket and make the existing master socket the extension? (without any new wiring!). If they cant do it i will have to cancel.
I have tried to contact BT about installation but cant seem to find a number to call.
Thanks

Thanks for that correction. I can understand that some of the households where instattions are undertekn must be a nightmare to work in.
So, provided there are no safety issues, as a rule the OpenReach engineer will install the HH5 in the location of the customer's choice without them having to pay BT £130 for moving the MS?
To repeat, my experience like that of many other BT customers is that the OpenRreach engineers are very helpful and will move the MS subject to the caveat from Helios.
The customer's main problem may be with the management of the order by BT customer services: my order was never closed, locking me out of My Broadband on the My BT Portal and my phone line account Anytime Calls and International Freedom add-ons were removed from My Phone after being charged x2 for them! Two weeks and several calls and chats with customer suppport and this is still the case.
BT Infinity is good though.

Infinity 2, IP Profiles and how to find it....

New to the forum and new to Infinity so go easy on me...
Was using Total Broadband until a few days ago. Using the BT speed tester [ADSL and FTTC option] used to give upload, download speeds plus IP Profile information. Plently of posts show screen shots of Infinity tests with this same checker, but it errors out for me each time I try to use it now I'm on Infinity.
Trying to work out what the profile is with the new connection but the beta speed tests linked from the Help pages don't give that information.
The new Openreach modem is [unless I hack it] a brick to me...? There's no way I can get any information out of it I assume...?
Waiting for my 10 days to elapse before I can be sure that the circuit has settled correctly, but right now I'm getting 47Mb down and 16 up which is significantly less than the estimated 66.5 down and 20 up.
I was previously happy with the speed from Total Broadband, partly because I was getting over the estimated figures [after a line fault was fixed] and partly because it was a good overall figure based on my distance from the exchange. Measured speeds were 15mb down and 1.1mb up, estimated were 12mb down and 1mb up. Thus what I'm getting now is a bit disappointing really. Don't get me wrong, it's still significantly more than I had but below the expectation BT set.
The trend from the BT beta speedtest site, and also speedtest.net, shows a gradual drop from the initial speed test results of 54mb to what I now see....

Actually that is wired.
That was why I was so keen to find out the IP Profile, but for reason's I don't understand the BT Speed checkers seem to keep erroring out on me. They do the actual up/download tests and then error out before displaying the results.
I found the link to the BT Wholesale speed checker in the forums in one of the posts I read doing some research and amazingly that worked, but only the once.
Now I know that the line appears good I can start checking other things. Swapping cables, using my son's laptop instead of my desktop etc to try to isolate the issue. It's always possible that the problem causing the slow download is causing the tests to fail too.....
My desktop is at the end of a long ethernet cable - well within the 100m allowed in the standard - but if that's damaged that could be it. I can take a shorter cable and his latop and try right next to the homehub to see what changes. Unhooking and replacing the cable to my desktop will be a nightmare of a job and I didn't want to start down that route if the IP Profile was 53mb and my download was 50mb..!
Looks like I have a fun weekend ahead of me...!

Infinity, well that was a mistake !

Went for Infinity as I wanted the best internet experience I could get, so went for option 1.
Anyway, my usage ramps up by 10GB a day, regarless of whether we use it or not, even when nobody is in and no devices are attached.
Due to my high usage (assumed it must be correct) I was told to go to option 2 which I did, this was last Thursday, usage is still ramping up independant of actual usage, but still my speeds range from 0.1 mb/sec to 10 mb/sec in the middle of the night, the upload has never been over about 1.5 despite me supposedly now having an upto 10 mb/sec upload speed, ok 1.5 is upto 10 but I was expecting to notice a difference.
The lady on the phone told me I had been "throttled" for 30 days due to going over the 40 gb usage (now by 70 GB) and that she couldnt help as she was in billing, so by upgrading I am still potentially throttled based on the lower usage so am paying it but cant use it, great stuff BT. The usage checker still shows option 1 but the account details show option 2 !
It may be a fault but ringing technical for the usage issues just means they tell me to ring billing or to do a line test and then say they will ring back, generally I never hear anything again.
I was hoping to speak to someone who had a clue what was going on, that had access to my account and could tell me what is going on but my issue seems to fall between two departments.
I want to bail from this as its a nightmare, but am locked into a contract, does anyone think the above can be remedied to my satisfaction or alternatively what information would I need to collect to prove that the service is not being delivered and Ithat my usage is being overstated massively so I can get a solicitor to write a letter so I can get out of the contract and go to another provider ?

I work in IT (Dataabse Administrator) and this feels like whatever SQL they run to generate the usage stats is calculating it wrong or the data collected is wrong, either the where clause is encompassing all the data from the cabinet, or other users, or its rounding up. Other suggestions would be that the modem is having deep and meaningful conversations across the fibre (perhaps a fault or diagnostic type thing) and causing it to increment the counter.
When you track it on the Router, mine said about 300 mb on a busy day (and a bit, 28 hours the router was up)of the kids on the Xbox, them watching Youtube and general surfing on a busy day, nobody dowloaded any films (we dont anyway), yesterday it added another 100 mb to this total, kids doing homework, bit of surfing and that was it, the counter went up anoter 6GB, we were out all day and everything was switched off.
I just dont accept that we will download anything like the 200 plus GB we are on target to use this month, the problem is that nobody at BT that you can actually speak to is geared up to listen or pursue it, I suspect it needs investigation by a back end systems person at BT, in conjunction with an affected user, Net meters can be put on the connection to count the data transfered, this can be correlated with whats at the exchange and what is in the database for that user on BT's back end server, all the intervening processes need looking at.
We need to get past the hard outer shell of Tech Support and Billing which is nigh on impossible, they are like a force field to repel customers, the usage thing as you say is potentially fraudulent, but how many members of the general public will understand and investigate the amounts and have any idea of how to quantify BT usage on a big official looking red bar graph versus actual bits and bytes through a cable ? how many just decide to upgrade.
BT need to be transparent about how the Usage works and if they can give me a reasonable, technical explanation as to why the router and website Usage stats are so disperate I will drop it but I dont think they can, I am pretty certain it is wrong, it feels wrong and I am not going to drop it until I get an explanation.

Infinity - Poor; so poor it needs investigating

another national lottery...
and another national disgrace
broadband working fine - pestered to upgrade - several letters and "offers" - ahh ok then lets see i thought....
14th november - we'll have you up and running today... epic fail
13th december - text - ooops didnt we tell you? ah we meant we'd have you up by the 18th december
18th december - internet connection dies
18th december - call to helpline - diagnostics show my modem isnt turned on - er it's glowing and flashing orange...
19th december - called to helpline part2 - manager this time - 82 sorries and can we send an engineer when you're working and it's convenient to us and not to you? or can we charge you £265 if youre not there during a day when we wont specifiy what time we'll be there -
Solution - let's wait until 22nd december and see if the fault clears if you cant be there when it's convenient to us ie BT and not to you
Asked what have i dont wrong? is it my fault that this is not working = your fault for not letting our engineers come round when it's really good for us and really bad for you - so your fault for NOT taking a day off work unpaid and letting us solve our issues
Who the hell is the customer here?
Solution = cancel and go Virgin
Go on BT i double dare you - reply -

"broadband working fine - pestered to upgrade"
That sounds very familiar! I had the same thing. A perfect rock solid ADSL2+ connection that never had LOS and was a constant 15Mbps.
However, The Infinity connection seems to be settling down a bit, Albeit a good bit slower than what I was promised.
I wouldn't go back to Virgin Media if they were the only ISP in the UK. They were a nightmare to deal with and their service( If it can be called that) was appauling.

BT Infinity: Engineer has failed to turn up 5 time...

Please can someone offer some advice I'm at my wits end, after 30 phone calls, speaking to over 50 people, over 5 hours of calls, repeating the same story over and over I'm still no where near getting what I've paid for! BT are possible the worst company I've ever dealt with!
It all started when I put a request in on the 3rd February for a home move as I was going to move in with my partner and take my BT broadband over with me (got it for the free Sport). They pursuaded me to upgarde to Infinity which I was happy to do and an appointment was booked for the 7th March. So on the 7th I took half a day off and waiting for the engineer to turn up as they said he needs to do something to the box inside for me to get infinity, well as you can guess he didn't turn up. When I contacted BT I was informed the line had been activated but the engineer couldn't find the address, and he tried contacting me on an old number. They then informed me that the earliest appointment was on the 21st March! I said this was unexceptable as I had booked this is over a month ago and they then agreed and they decided to fast track me in for the 10th. I again took another half day off and yes the engineer didn't turn up again, the reason this time is that they said that it hadn't been booked correctly and they were 'ever so sorry' and they could then book me in for either on 2 slots of the 13th or one slot on the 14th. They said I would get a call by8pm on the 12th to confirm which slot the engineer was coming to. I didn't get a call so my partner stayed home all of Thursday just in case. When I contacted BT on the Thursday evening they said that the engineer was turning up Friday morning. I took another day off and as you can guess again there was a no show! The same reason was used that the engineer couldn't find the place and that he'd tried calling (no he didn't)! I had actually got through to a guy who admitted that I had been lied to a few times! He then booked a fast track appointment for today the 20th and I booked off another half day, I was told that the engineering team had accepted the the meeting and he would be showing up from 1-6pm! Guess what? Still another no show! Reason? couldn't find the place, which is a total lie as this time I had put a big meter sign with BT and an arrow written on it!
I've now put in a complaint but I know nothing is going to be done about it! How can a company treat people like this? I looked on these forums and it seems it's quite common for BT to lie - surely OFCOM should be fining them millions - whats the point of OFCOM if they just sit back and let this happen?
BT has cost me over £350 as I'm on contract work and don't get paid for days off, but from what I see all they're intitled to give me is £10 for each missed appointment and 4 months free service which I would get anyway if the service I ordered isn't completed in 13 days but they will only look into this once it's 'RESOLVED' but when will that be?
I've phoned Sky and they've said with them they can give me fiber optic without an engineer turning up and it will take no more than 5 days. It looks like I'm going to go with them tomorrow as BT have not got a clue!
I wish there was a group of people that would join together to take legal action that I could join but I guess that's just fantasy, a bit like BT engineers! Does anyone know if they're breaking the law by doing this and lieing to the customers?
Needless to say I'm warning everyone I can to stay away from BT as they make your life a living hell!
Your thoughts and help would be appreciated

Hi Mark197801,
Welcome to the community forum and thank you for posting. Reading your post it does sound like you have been through a bit of a nightmare with your recent order. I would like to take a look at your order to see whats gone wrong. Please send me in your details using the "Contact The Mods" link found in my profile.
Thanks
PaddyB
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 :-)

Repeated BT exchange fault 'repairs' making Infini...

I've been noticing Infinity 2 dropping out, for anything from a few seconds up to a few minutes, for a couple of months. Completely fine in between and good speeds until the moment of cut off and as soon as it has spontaneously recovered again.
The frequency got worse so I eventually got round to reporting it using the online tool, which immediately diagnosed a fault at the BT exchange and triggered a reassuring message it would be sorted within three days. To cut a long story short I keep getting updates to say 'we think your fault is now fixed' but despite following the instruction to restart my hub (was home hub 2 when problems first materialised but now home hub 4) there's no improvement - indeed the problem is getting worse and worse.
I keep reopening the fault each time, only to go through precisely the same circle of messages. Indeed the web page seems to have run out of space to show the more recent supposed 'repairs' and re-openings of the fault!
After a couple of weeks of getting pretty fed up with this, I've used the separate online complaint form to draw attention to this issue and to ask a person to look into the problem as I'm concuding this is just some automated repair system I'm stuck in. I was relieved to see a text come through just now from BT thinking at last someone is getting to grips with the problem... how niaive I must be, as sadly it was yet another (automated!) customer feedback text.
Please, please, please can a human get back to me and sort this out - what was at first an inconvenience is actually becoming a nightmare as both my wife and I need to work from home at times and are dependent on being online. I really do expect better service.
I am connecting wirelessly as the hub isn't in a very accessible location, and the problem occurs on a Macbook Air, Windows 7 laptop, iPhone 4S and iPhone 5. My firm's IT consultant happened to be doing a house call for me the other day on unrelated matters - she looked at the configuration and could see no indicators of any problems within the house, supporting BT's own diagnosis of a fault at the exchange.

Thanks for the swift reply Ray.
I figured that at the hub was changed without any impact on the problem, and as it effects multiple devices the exchange is a sensible diagnosis, but I have only my common sense to base that on - no technical know how!
If you suspect interference, is there anything I can do about it? I can't imagine what device is suddenly sending out the killer rays (I jest) to strike it down in short bursts, but if that really is a possibility is there something a lay person can do like changign channels?

BT Nightmare

Why did I do this? I had a perfectly good stable broadband connection. What was I thinking?
Yesterday I should have been another proud user of BT infinity 2, yet instead I find my in this nightmare of calls to support, getting fobbed off with excuses, asked to perform the same tests countless times by different people. One even suggested that I start deleting profiles from the machine!! Ring backs that never happen. Support desk call backs that never happen. The list goes on.
Up to 5 mins before the engineer arrived I have fully functioning broadband via BeThere.
The problem started when the engineer installed the kit. All three green light on the modem, looking good. DLS circuit to the exchange is up, activated and functioning. Connected the Home Hub 4, green steady light, green flashing light, blue steady light, then 20 seconds later orange light with red flashing. Oh dear. L. Engineer knew how to do no more than switch it off and then on again and re-plug in the cables. Same fault. Engineer left with no fault resolution.
I now have no broadband!!
Other faults:
I can log into MyBT using my BT ID without issue which shows billing is working fine. If I click on the Email button on the top bar I get ‘There isn’t a BT Yahoo Mail Service associated with the username/password address you’ve entered’. I have an email from BT giving my email details so I know the mail account exists. This is confirmed by support wanting to repeated change the password. To me it looks like the email account has not been associated to my BT ID account.
I cannot use either my BT ID or my BT mail account details to log onto any BT WiFi point. The BT openzone web logging page just returns ‘Unknown User Name and Password’
Looking at this as a whole I think my account has not been provisioned correctly throughout the BT infrastructure, but no one at BT wants to talk about that, they only want to talk about their little bit, be it Yahoo mail, Infinity, etc.
This is far from the seamless experience I was promised by sales (should have known better really).
Any ideas how to proceed as I’m getting no joy from support.
Thanks for reading.
Regards
Gary

Hi gbsh,
Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and I will be happy to look into this for you. You can find the link by clicking on my username.
Thanks
Neil
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.
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BT Infinity - Installation Fiasco

Having responded to the offer to upgrade to Infinity from my "normal" BT broadband, over the last 5 weeks I have had 4 Engineer visits, all of which have completely failed to get the thing working. Open Reach (the ones who come round) blaming BT (the ones who have taken my money) describing them as " a complete shambles"
In the hope that someone from BT might actually read this, is there a way that someone could actually "fix the fault", "build your order properly", "do a lift and shift", "use port 601 instead of 604" or whatever it takes, and then tell the Engineer who turns up what they need to do to get this working?
I don't want to go through another wasted day waiting for someone to turn up (with yet another cardboard box under their arm) for them to stare puzzled for twenty minutes at the previous engineers wiring efforts , disappear to "The Cabinet" for half an hour only to return with the all too familiar, sullen, shake of the head, "don't work". "you'll have to get BT to fix it". "I'm sorry. Aren't you BT?" "No I'm Open Reach, nothing to do with me"
Dear BT, Please Please (me oh yeah) and give me my "80 down - 20 up" !!!!
yours hopefully...

Hi, welcome to the forum,
Sounds like your Infinity install has been a bit of a nightmare. I think the best thing to do is to contact the forum mods using the following link, they will help solve your problem, as they are very good at sorting out these types of issues: http://bt.custhelp.com/app/contact_email/c/4951

BT infinity nightmare

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