BT Infinity repair times

Our BT infinity went down a week ago now and still not fixed. To be honest I have never experienced such poor customer service. I have made over 10 calls, sometimes waiting up to 20 minutes for my call to be answered we had an appointment scheduled for yesterday but the BT engineer did not show, no call, no email and no apology from the call centre floor manager. We are still without service and have now been offered an appointment on the 29th July. There have been a catalogue of bad customer service issues including making up excuses and lies I am afraid. BT what an earth had gone wrong with your Customer Service?

Do you have lights on the modem indicating what is wrong?
Does your landline phone work ok?
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Similar Messages

Are long iphone 5 repair times in Europe to be expected in general?

UPS picked up my working but physically damaged (on the back) iphone 5 on October 28 I expected to have it back in 5-7 days, as Apple advertises its repair cycles. But till now (November 5) the online status is still "Diagnosing product". I don't believe apple repair staff needs from October 30 (arrival of unit in the repair center) until November 5 to find out that it is working fine but needs a new back cover. To help them I also wrote that down when describing the problem.
Today I called customer support in Germany and I got someone on the phone who couldn't explain anything about status with this repair to me. The obvious advise was to wait further on (and hope the best).
Do you have similar experiences? To me that all is a bad surprise and at least I wanted you to know, in case you are considerng making use of apple for a similar repair.

Whoever you talked to was completely misinformed. The repair times are indeed as stated, at least based on everything I've read, and there are loaner phones available. Call Apple Support and ask again. If you get the same misinformation, ask to speak with a supervisor. Or, and probably better, make an appointment at an Apple Store where you can arrange the repair in person:
http://www.apple.com/es/retail/storelist/
Regards.

Fault Reporting and Repair Time

Is it me or is the fault reporting number for BT useless?
I realised our phone line wasn't working at about 20:00hrs in the evening. I live in an area with no mobile signal so drove the few miles needed to get a mobile signal and called 0800800151 to report the fault. After a few minutes following the menus it tells me it is doing a line test and at the end of the line test the automated service tells me there is no fault on the line and hangs up on me. I tried 4 times to find a series of menu options I needed to select to actually speak to someone. At first they told me no fault on the line. After explaining to them (several times) that I had unplugged all extensions, tried several different phones in the main socket only and I still had no dialling tone and that I also tried ringing my landline number but kept getting an error in connection message or number not in service message they agreed there might be a fault on the line and gave me an estimated repair time of 4 working days (not 3 as stated in BT's terms and conditions).
First it took 90 minutes to actually report the fault to a human being.
Secondly when I did talk to a human being they kept asking for an alternative number even though I kept on explaining I have no mobile phone signal at home.
Thirdly they did not tell me they could put a message informing callers there was a fault on my line - when I found this out for myself it took 18hours for the message to appear.
Fourthly 4 working days seems a bit extreme to fix a fault. I was told I would be kept updated online but it continuously says further diagnostic tests are being carried out from the diagnostic test centre (would that be the same diagnostic test centre that told me there was no fault on the line when I was trying to report the fault). Now living in a rural area I would notice if an openreach van was out and about but there is no sign of one so I don't believe anything is actually being done.
Is this the level of service that can be expected in the 21st century?

"BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.
Openreach have a backlog of work, so installation and repairs are taking much longer than normal.
Openreach only have to respond to a fault in three days, repairs could take much longer than that, depending on the nature of the fault."
I do realise the above since that seems to be the standard reply here. However, I cannot contact openreach as they are not contactable. BT provide me with a service and BT do not give me this service so therefore I have to deal with them. My point is that the BT call centres are useless - they either provide incorrect information or no information at all and it always takes ages to actually speak to a human being.
The fault has been updated online (although I did not receive an e-mail as it says on the website to tell me there is an update to the fault) and says customer action is required and that I need to book an engineer.
This is all very well but:
1. The next available date for an engineer is 2 weeks in the future.
2. The website says they expect to have the fault fixed by the 4th of september (how is that possible if I need an engineer visit and the next available date is 2 weeks in the future?)
3. If I book a day off work will the engineer actually turn up (I only ask because I speak from experience on the broadband side of things - appointment agreed, I book time off work and then no one turns up). Bet I can't charge openreach (or BT) for a missed appointment and lost earnings for myself but if it is the other way around...........
As for the comment about using a cheap residential grade service - is that not what most people use. Should I be expected to pay for a business total care package or something for a residential home telephone? Would that make a difference (I deal with several total care leased lines at work and one fault took them a year to find)?

Is 4-5 weeks of repair time normal?

My Macbook Pro has a hardware problem. The trackpad got stuck (pressed). Notebook is 10 months old.
I return the notebook to the Belgian reseller (no Apple owned stores iin Belgium yet). They told me I will have to wait 4-5 weeks for repair. They told me that 1 week is lot by the shop itself (transportation), but a month of repair time at Apple would be normal (in Belgium)???
Who can miss a notebook for that long? Ok, I did not buy an extra Apple Care program. But I would be ok with a week, maybe 2 of repair time. I'm not expecting 24hours. But 4-5 weeks?
Reseller says nothing can be done, there are not allowed to give phone numbers. Everybody just has to wait.
So, any possibility to speed this up?
Is this normal?

Would like to do that, but while looking for a contact email address I haven't found anything. When I give my serial number in the support section, I get the message that the 90 days telephone support possibility is over and that I should take contact with my reseller for any issues.
That reseller just says I have to wait and that there is no way to speed things up.
Do you have an email address where I can ask clarification for my issue?

Long repair times

I am a new Apple user - my Mac Pro arrived three weeks ago. Unfortunatly the was within 2 weeks a hardware malfunction. The help desk was helpfull and referred me to a apple store. There they took the Mac Pro in for sending to the repair workshop. Now I used to have Dell PC's with a repair time of 3-4 days max, which is important as it is our main business tool.
In the shop they told me that the repair time was 2 weeks! Unbelievable - even with apple protection which I bought - two week in which I cann't do my work. Because even a replacement machine was not possible. Hence my quesion: how can Apple pretend to be a premium brand and get away with 2 weeks repair time. I am utterly disappointed and stop the migration from windows to mac in my company of 10 seats.
Or is this abnormal and hsould I take it higher up? Let me know your experience?

For me, backups usually include backup 'systems' as well as for data, system images, parts (RAM, drives, video cards).
Depends on what and why. Hopefully that was a worse case (don't over promise what you can't) or their tests determinded they needed to order parts they don't stock. Mac Pros are not your pro-consumer item.
You probably were told or knew to run an Apple Hardware Test. Now with Lion OS on new machines, the firmware supports a remote network test and OS install - necessary also because you may not have received any OEM DVD with OS and AHT.
And ask here and see if anyone has ideas to help what was happening. And whether it might be software, OS, support for 3rd party software (Adobe etc) or hardware even.
Your Mac Pro by default boots the 64-bit kernel but can boot in 32-bit mode, just needs drivers that support both.
Without knowing more, and normally the Apple (US) Store had lots of the 2.8GHz 4-core models for US$2100 which make a nice affordable system (and very upgradable) - plus those are certified and tested, rebuilt and updated parts as needed, so more affordable and some people prefer Apple refurb'd stock "Specials" even more than new if it is the configuration you need. Or as a 2nd system, not that you should need to.
With a PC, even Dell PSU's and parts often have to be swapped or replaced but maybe the plan and stock for those occasions. (Never owned Dell, but do build a few PCs).

Need to repair Time Machine back-up drive

I have an external back-up for my Time Machine. I think the power went out while it was backing up, and now I can a message that the drive is "read only" or "unavailable." I've tried to fix it using Disk Repair, but I get this message:
Verify and Repair volume “Time Machine Backups”
Checking Journaled HFS Plus volume.
Detected a case-sensitive volume.
Checking extents overflow file.
Checking catalog file.
Missing thread record (id = 129447065)
Missing thread record (id = 129447066)
Invalid node structure
Rebuilding catalog B-tree.
Disk full error
The volume Time Machine Backups could not be repaired.
Volume repair complete.Updating boot support partitions for the volume as required.Error: Disk Utility can’t repair this disk. Back up as many of your files as possible, reformat the disk, and restore your backed-up files.
Is there anything else I can try before I reformat the disk and start over with my backups? Thanks!

If you have Disk Warrior, that would probably fix it. It's the go-to program of choice to repair errors like that. Of course, it's alot cheaper to just reformat the drive ... I'd probably write zero's to it to ensure it's fresh (also resets the bad sector table).

Disk Utility can't repair Time Machine + HDneeds to be repaired using the Recovery HD

Time Machine does back up. In fact it does not even show up on my desktop. I used didk utility and msg I got is below.
I am in a place where I cannot even buy a flash drive. My harddisk is malfunctioning. Its hard to restart from the 'sleep' mode, so I have it on all the time. What can I do to fix this? HELP!
This is what Disk Utility says...
Verify and Repair volume “Time Machine Backups”
Checking file systemChecking Journaled HFS Plus volume.
Detected a case-sensitive volume.
Checking extents overflow file.
Checking catalog file.
Incorrect number of thread records
Incorrect number of thread records
Checking multi-linked files.
Checking catalog hierarchy.
Invalid directory item count
(It should be 163758 instead of 163846)
Incorrect folder count in a directory (id = 18)
(It should be 0 instead of 88)
Checking extended attributes file.
Invalid sibling link
Rebuilding extended attributes B-tree.
The volume Time Machine Backups could not be repaired.
Disk Utility can’t repair this disk. Back up as many of your files as possible, reformat the disk, and restore your backed-up files.
Ref the HD:
Verifying volume “Macintosh HD”
Checking file systemPerforming live verification.
Checking Journaled HFS Plus volume.
Checking extents overflow file.
Checking catalog file.
Checking multi-linked files.
Checking catalog hierarchy.
Checking extended attributes file.
Checking volume bitmap.
Volume bitmap needs minor repair for orphaned blocks
Checking volume information.
Invalid volume free block count
(It should be 78219814 instead of 78056382)
The volume Macintosh HD was found corrupt and needs to be repaired.
Error: This disk needs to be repaired using the Recovery HD. Restart your computer, holding down the Command key and the R key until you see the Apple logo. When the Mac OS X Utilities window appears, choose Disk Utility.

AMBKK wrote:
The volume Time Machine Backups could not be repaired.
Disk Utility can’t repair this disk. Back up as many of your files as possible, reformat the disk, and restore your backed-up files.
Your backups may be hopelessly corrupted, but there's a chance an (expensive) 3rd-party Disk Repair utility might be able to fix them. For the moment, eject and disconnect the TM drive and try to repair the internal.
Error: This disk needs to be repaired using the Recovery HD. Restart your computer, holding down the Command key and the R key until you see the Apple logo. When the Mac OS X Utilities window appears, choose Disk Utility.
Do that first.
If that's not clear, see the yelow box in #6 of Using Disk Utility.

Disk Utility stops repairing Time Capsule backup with no info

After having problems backing up to a long-term stable backup on TC, I have tried using Disk Utility to repair the sparsebundle.
The repair begins, but never finishes. And no details are left in DU to decode what happened.
Does this mean sparsebundle corrupt? Or a problem with DU?

Sugith Varughese wrote:
Wow, DU by ethernet IS much faster than wireless!
Unfortunately, DU said the sparse bundle was okay, but when I tried another TC backup, it failed again.
I assume this means there's no option but to delete the sparse bundle and start again?
No. There may be nothing at all wrong with the TC or sparse bundle. We need to know why it failed. Without the actual message(s), we're shooting in the dark. Start with #C2 in Time Machine - Troubleshooting. It will show you how to locate the message(s) that describe the problem, then help you fix it.
If that doesn't help, post back with details, including all the messages, your setup, what you've done, and the results.

HD needs to be repaired, Time machine is failing

My mac os x 10.5.8 has been acting very wierd. The other days after restarting it, it would not go past the apple/grey screen. Then i retried while holding (i believe commn, alt, p &R) and it worked. Howevere, my mac has been acting very badly/freezing. I just ran "verify disk" and got the message "first aid failed... the volume Macintosh needs to be repaired".
So sicne i figure i should back everything up on my time machine, i just got an error message from time machine saying that it has failed as well.
Please help! I also do not have my mac osx install disk with me as i moved and it is overseas
thanks

Hi Mary, you do not want to try to backup a bad drive usually.
Tough without the Install disc, but some things to try...
Does it boot to Single User Mode, CMD+s keys at bootup, if so try...
/sbin/fsck -fy
Repeat until it shows no errors fixed.
(Space between fsck AND -fy important).
Resolve startup issues and perform disk maintenance with Disk Utility and fsck...
http://docs.info.apple.com/article.html?artnum=106214
If that consistanly fails to fix the Disk, you'll need something stronger...
Your best bet is DiskWarrior, you need the CD/DVD though.
http://www.alsoft.com/DiskWarrior/
But others that may work…
Drive Genius…
http://www.prosofteng.com/products/drive_genius.php
TechTool Pro…
http://www.micromat.com/index.php?option=com_content&task=view&id=31&Itemid=83

Ordering BT Infinity (Lead Times)

Hello,
I am renovating my new property and I am planning to move-in in around 6 - 8 weeks. I am led to believe that lead times to get a BT infinity engeneer in to install the broadband is around 2 - 3 weeks.
I am happy to order it as soon as possible but my questions are:
1) How far in advance can you book an engeneer?
& 2) When does you contract start? Am I required to start paying for the services from the date of the order and therefore id so will I be required to pay for 1 1/2 months or does the contract start when the broadband is installed and up and running?
If anyone can help me with these questions I would be very greatful.
Cheers
Paul
Solved!
Go to Solution.

Hi Batchy and welcome,
It's best to place the order a few weeks in advance so if there are any problems we can get it sorted. The contract will start as soon as the service are up and running.
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 :-)

Disk utility can't repair time machine disk - File system check exit code is 8

i have a WD My Passport 2Tb external hard drive that is split in to 2 volumes (1.5 & .5 TB). I use the smaller volume as my Time Machine disk. A couple of days ago I started getting an error that the Time Machine back up had failed and to use Disk Utility to repair the disk. So I launched DU and ran Verify Disk in the Time Machine volume. It quit verifying and told me to run Repair Disk EXCEPT the Repair Disk button was still greyed out. If I select the physical drive, Repair Disk becomes available but gives me the above error. The other (larger) volume continues to work just fine.
The he Time Machine volume is read only now.
I'm running Yosemite 10.10.1.
Hoping ting someone has a fix because I would prefer not to lose a years worth of Time Machine data.
Mahalo for for any help.
Steve Hudson

i'm afraid that the disk is too corrupt to repair. This could be because the drive is failing or you will need to erase the partition (which may not succeed unless you also repartition the drive.) If you must repartition the drive then you will lose data on both partitions. This is an important reason why you should not mix storage and backup on the same drive.
You will need to erase your Time Machine volume to see if that fixes the problem. You will lose all the backup data unless you get another external drive to which you can clone the backup volume before erasing it.

Please HELP! = major disk issue - none of OSX "help" tools works (repair/time machine/reinstall)

Hello to all,
My first post, but directly with a very difficult case I suddenly encountered yesterday evening...
When, as usually I opened the lid, it turned on from sleep, as usually, however frozen suddenly... so I did hard turn off... with ON/OFF button. When it turned on again, I had no possibility to put my password, but I was directly faced with "OSX tools" with 4 options (it is in Polish so I try the translation):
1) Recover from Time Machine back up;
2) Install OSX again;
3) Get online help;
4) Disk tool;
I am totally ****** off how this could happen. There was so much stuff on the disk, including the whole Aperture libary with thousends of my daughter photos (she was born a year ago) - priceless stuff.
I would never expect Apple to give me such an "experience"... never heppened to me on any PC's before..
I have 2011 MacBook Pro 13" with Maverics.
This is what I encountered using each of solutions:
1) I use Synology DS209 for Time Machine backup (connected via Lan cable). As far as I remember backup is about 2 months old. Anyway when I choose this option. OSX tool finds the Time Machine in DiskStation, connects to "MacBook Pro" timemachine on the external disk, BUT cannot find any BACKUP further on!!!! I am lost!
2) second, but not preferred option is OSX reinstallation.After initial analysis, and conditions acceptance, I cannot choose the only disk available. I can see only "recovery disk", but when I click on it, there is a message popping up "This disk is blocked". Obviously this prevents any further activities in reinstallation;
3) Third option is BS clearly, no help at all.
4) Disk tool shows me several disks / I am not an expert, so I am not sure how to understand it (Bold is active, standard non active):
- 320,07 GB Hitach HTS54503...
- Macintosh HD
- Superdrive
- disk1
- OS X Base System
I run "check disk" for Hitachi. No problems. Nothing to repair.
I run "check disk" for Macintosh HD => This disk requires repair. So I run "repair". Quickly I get a message "Disk Tool is unable to repair this disk. Please backup as much data as possible, format the disk and recover the files from backup"..... Really????? How can I backup any files???
DEAR COMMUNITY, please HELP!
What to do in order not to loose any data on one hand and on the other be able to use the computer again?
Please note I do not use "recovery CD" all is running without anything in CD/DVD drive.
Thanks in advance for your answers, competence and experience!
Disk tool does not give any solution, showing

You are in a bad situation, because the internal drive has malfunctioned and your only backup is on a device that is not suitable for use with Time Machine, despite what its manufacturer says.
You must try to make another backup now, before you do anything else. It may or may not be possible.
There are several ways to back up a Mac that is not fully functional. You need an external hard drive to hold the backup data.
1. Boot from the Recovery partition or from a local Time Machine backup volume (option key at startup.) Launch Disk Utility and follow the instructions in this support article, under “Instructions for backing up to an external hard disk via Disk Utility.”
2. If you have access to a working Mac, and both it and the non-working Mac have FireWire or Thunderbolt ports, boot the non-working Mac in target disk mode. Use the working Mac to copy the data to another drive. This technique won't work with USB, Ethernet, Wi-Fi, or Bluetooth.
3. If the internal drive of the non-working Mac is user-replaceable, remove it and mount it in an external enclosure or drive dock. Use another Mac to copy the data.

"internal disk space needs repair" Time Capsule error message

I had successfully transfered my entire iTunes library to my TC. Worked without a hitch for a week.
Today, I downloaded an album FROM iTunes. In the middle of the download, it froze. I noticed I was dismounted and my TC light had turned orange (now blinking) and I received the mesage "internal disk space needs repair."
From what I've read on this board, I'm supposed to reformat my TC and start again. That's an unacceptable solution. Is there another way?
Also does anyone have experience in archiving their TC? And will that preserve my precious (to me anyway) iTunes library?

vwozniak wrote:
Thank you, honestly it is all over my head!! Will pull out the books and see if I can figure out how to do what I need to do. But, thanks!!
If you don't understand something, ask!
Your backups are in a +sparse bundle+ on your Time Capsule's internal HD. That's what appears on your desktop and/or Finder sidebar when Time Machine is doing a backup (unless you've told the Finder not to show them). If it currently appears, just eject it, then right-click the TM icon in your Dock and select +Back Up Now.+
For the +TM Buddy+ widget, click your mouse on the words "Click here" in my previous post (anything on these forums that's shown in blue or purple, and is underlined when your mouse passes over it, is a "clickable link" -- clicking on it will take you to that web page.
On that page, click the Download button towards the upper right. That will download and install it. Then press whatever key or mouse button you have set up for Dashboard and select +Time Machine Buddy.+ You'll see a display like the one pictured on the web page.
If it doesn't show the box with messages, click the "disclosure" triangle to the left of the word Messages. That should show the messages for the last backup attempt. Click in the message area, and it should be outlined in blue (as shown on the web page). Then click Cmd-A to +Select All+ (and the whole background will turn blue), then Cmd-C to Copy to your clipboard.
Then come here to post a reply, and when this box is outlined in blue, press Cmd-V (or select Edit > Paste from the menubar) to paste the messages here.

Trying to repair Time Machine, but it doesn't seem to work...

I have been having some problems with Time Machine (and it might be my own fault.) I was trying to retrieve some old documents that were lost in the iCloud and now Time Machine won't backup. I tried to repair the drive using disk utility, but it would stop about halfway through the process and recommended to start over with a new backup and erase the old one. However, while doing research online, i found this article http://blog.jthon.com/?p=31 but i can't get it to work...does anyone have any suggestions?

See Pondinis excellent Information Here...
http://pondini.org/TM/Troubleshooting.htm

RSD repair times?

I sent in my mac book last sunday and it shows that it has been received by apple since the 6th. I have called apple care a few times and have been told that my part is on order.
Just curious how long did it take everyone else out there to have your computers repaired?

The first time I needed the logic board replaced it took my local repair center about a week and a half to get the part in. Once they got it I brought the 'Book in on Friday afternoon and they called me to pick it up Saturday morning.
Sadly, the replacement logic board hasn't done the trick since in addition to having to reset the PRAM for nearly every boot from a 'shutdown state' I now also started having random shutdown issues.
So I called my repair center back on Wednesday or Thursday and they said they'd order another new logic board. Then this morning (Monday) they called to tell me the part was in. I've dropped my 'Book off again just before noon and expect to have it back before I go home from work tonight.
The lessons here:
1) Even the most drastic step of replacing the main logic board may not fix the RSD problem. (Apple still doesn't definitively know what is causing sudden shutdowns and a mlb replacement is essentially a 'shotgun' approach to replace everything that could possibly be the culprit.)
2) Logic boards seem to be more readily available now than 2-3 weeks ago.
3) Having a local repair center at your disposal makes enduring these repairs so much more bearable.
Good luck to everyone with these problems - I hope you get a successful repair soon!
13" Macbook | 2 GHz | 1 GB RAM | Mac OS X (10.4.7)

BT Infinity repair times

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