BT infinity what a laugh after 15 months still get...
I am a very unhappy with this and very stressed,
Let me explain from the start I decided in may 2012 to try BT infinity, as was with sky and contract had ended. so BT where very helpful to start. everything was ordered, on the day engineers came to install, my husband stayed at home and was very alarmed when 2 so call engineers one trainee they looked at all the wires in the box and said "I don't now whats happened here will just have to wing it" well thats a joke in its self which BT were advised off, well the first week was a bit hit an miss which bt advised its just in process, after 15 months we are still loseing connection around 10 times a day wireless and 3 times a day wired. I have phoned BT help line repeatedly to do this test and that test plug this wire out plug that wire out now reboot sytem change channels after waiting on the line for over 30 minutes each time I even was told on one occasion to go and get cat6 ethernet cables it was my cables that was faulty so I went and spent money on them fitted them and it worked for all of 2 hours. The best thing ever today was watching tv and it comes up with the server error code again so I was considering takings talk talks offer. then I thought no I will give BT one last chance to fix this. I phone up and spoke to someone in uk from the essex team he was very friendly and helpful he advised when I lost connection again to phone straight back to his department (no ques direct line) so they could run tests he gave me phone number and pin, so we went back to watching tv kids playing on xbox upstairs then all goes off again within half an hour so I phone on this number that was given to me with the pin to be put in a que again for 10 minutes I finally get through and the rep starts reading notes he then says I want to sort this for you on this call so you dont have to call again he runs lots of tests puts me on silent hold for 1 hour only coming back once to say they have found the fault the tech team are fixing it now I think yes at long last so he puts me back on hold and when he comes back on he says sorry we not found any fault your internet is working just fine if your wireless products keep going off just try sitting closer to the hub. well by this point I am fumeing and ask to make a complaint and speak to manager he then puts me back on hold for 10minutes, Then the superviser comes on the phone he advises that he need to request a manager call back as he is putting this through he says i'm really sorry I cant request a call back as you have highest bt infinity straight to house so cant deal with your request your in the wrong department. Now my head is about to explode he just keeps saying sorry i was on the phone to someone for over 1an half hours that could not even do anything (what did he do while was on hold go for a cuppa) well the superviser then says I will transfer you to right department so I go back in the que for 10 minutes this time I speak to another rep from the essex team he does try to defuse my anger. my phone at this point is becoming low on batterie so he advises will call back so can use other house phone I check with him before he goes why the phone number and pin given to me to was wrong place he says sorry but you do have the right numbers for this department so I hang up with an expected call back within 2 minutes well no surprise there no call back after 20 minutes so I get back on the phone to the number and pin given me which sends me back to the same department that kept me on hold for an hour so I am then advised that the right department closes in 5 minutes so I cant put you through what a joke. I have advised I will be contacting ombudsman communications services and ofcom first thing tomorrow morning.
I am totally dumb founded by BT's lack of customer service and respect and as far as I am concerned I will be stating this to everyone and anyone that will listen if I stop even one person from making the misstake of going to BT it will be worth it
Quick update i phoned the ombudsman today and was given all the information to esscalate my complaint he did advise to give BT one last chance to sort my issue so I phoned again got through to india which advised dont deal with fibre so was transfered after 20 minutes in que got back to india again she advise could not deal with me as fibre to property so was transfered again 15 minutes in the que again by this time. I am so angry start speaking to someone and they say sorry you are through to buiness switch board will have to transfer you, I then start to speak to someone from exeter who say they can deal with my complaint I ask for an engineer and she says she will sort it as she has to deal with this due to her manager listening to call so I have an appointment for monday morning for enginer this is BTs last chance if he does not turn up I will be moving provider and making my formal complaint in writing with ombudsman reference
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