DO NOT GET BT VISION: V04 ERROR

Let this be a warning to anyone thinking of getting BT Vision or any other BT product.
I ordered BT Vision to go with the BT Infinity installed the previous week. The box duly came on the activation day (Friday). Unfortunately I was getting the V04 error from the off. However I thought it might take till midnight for everything to be active so I waited till the next day. Sadly it was still not working so I did all the things recommended on the BT support website to no avail. This was with both the Home Hub 3 and my Apple Time Capsule (which I had been using fine with the Infinity Modem). I had also run the BT Speedtest checker and was getting download of 35Mbps and upload of 8Mbps.
I rang BT Vision support to be told to do the same things I had already done. I was told it had been escalated and to expect a call back by midday. By 6pm I had still not received a call back so rang again and waited 15-20 minutes just to speak to someone. I was told that it was a broadband fault and that BT Wholesale would need to look at and I would get a ringback between 8-11am today. This window passed so I have rung BT Vision support again who took 30 minutes to answer then put me through to BT Broadband support who have told me there is no problem and now my call has exceeded 1 hour I am now in a queue to speak to BT Vision support again.
While I have no problem with things being faulty I do have a problem when I am repeated promised things that do not happen and then passed around departments, who are passing the buck, and don't know their backside from their elbow.
I was really reticent about going back to BT but Infinity is the only way to get a reasonable broadband speed in my area. Don't make the same mistake I have.

Evil_Dan wrote:
Let this be a warning to anyone thinking of getting BT Vision or any other BT product.
Hi Evil_Dan, Well I thought you'd discovered something sinister with the Vbox
I ordered BT Vision to go with the BT Infinity installed the previous week. The box duly came on the activation day (Friday). Unfortunately I was getting the V04 error from the off.
I had also run the BT Speedtest checker and was getting download of 35Mbps and upload of 8Mbps.
When you carried out the speedtest, did it present a QoS result?
Try watching an On demand title, stop it, wait a few mins and then run another test
You're looking for Assured rate test - if it isn't there, then chances are BT have forgotten to enable it - it's needed for Vision to work
-+-No longer a forum member-+-

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Has anyone else experienced a similar problem? Any advice on where to go from here would be appreciated!

We have now been without BT Vision on-demand services for a week and don't seem to be any closer to a resolution.
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Now we are told that there is a "TRF" (I think) problem - something on our account hasn't been set up, so the BT Vision box can't communicate with the on-demand servers. We were told this was now fixed, but that it would take 18 hours to take effect. Over 24 hours later, nothing has changed and our support guy is now on holiday until the weekend.
Although I'm not the main account holder, and therefore not the person who has to deal directly with BT support on the phone, even I am getting annoyed with all this. I'm starting to get concerned that either BT Vision isn't actually compatible with BT Infinity (can anyone confirm they have this combination working?) or that BT are incapable of fixing this problem and we will have to cancel our BT Vision account. That would be a real shame, as it's an excellent service when it works, but there's no point in paying for a service that BT can no longer provide.
If anyone else out there has had a similar problem, how long did it take to get it resolved? Weeks? Months? What did the problem turn out to be in the end? Any more pointers on how we could possibly nudge BT support in the right direction?

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