Help With BT Vision Please!

Question

Hi there,
Had Infinity Broadband (option 2) and BT Vision Unlimited Extra installed yesterday; recevied the confirmation that it was all set up, installed and working correctly within a few hours of installation and thought all was fine.
Apparently, all is not fine and having spent most of the past two days on the phone with BT (not only for this issue but for other issues relating to the order itself) I am really at my wits end and totally fed up so I thought I would ask you guys for some input.
Basically, despite paying the £49 upgrade/installation fee for BT Vision Unlimited Extra I am only receiving FreeView channels and nothing else.
When I spoke to someone yesterday I was kept holding for over 90 minutes while the person just sat in total silence on the other end of the phone; not telling me what they were doing or why I  wasn't getting the channels I was meant to be getting.
Eventually (after being put through to four different people), I was told that I would be put through to tech support and then the phone went dead, meaning I had to then call back and sit on hold once more.  I was then told it was being escalated to a Tier 2 Technical Support team and that was all I was told.  I was offered no explanation as to what could have happened, no explaination of what exactly Tier 2 Support was or when I would be contacted - nothing at all and the level of communication from the people I was speaking to was nothing short of awful.
By the time I got through to someone who actually understood my complaint I was frustrated and very upset having been on the phone for most of yesterday and I decided that BT Vision was just not worth the hassle or stress and given that I had only just had it installed yesterday I told the gentleman I was speaking to that I just wanted to cancel BT Vision under the 14 day cooling off period I believed most customers were entitled to only to be told that BT don't have that policy at all and if I wanted to cancel Vision I would have to pay £200 and that I should just wait for someone to contact me to see if there's a problem with the Vision box.
So, if you're still with me after all that then you deserve a drink!
Has anyone else had this problem and what was done to fix it?  I don't want to be paying for a service I'm not actually getting!
Many thanks,
N.
Edited to add:
In case anyone needs to know, this is the equipment I have:
BT Home Hub 3.0 (wired to the white box and it right next to the TV)
BT Vision Plus box (connected to TV via HDMI cable, has an ariel lead straight into it, hard-wired to the Home Hub)
I have also tried the following as per BT's direction:
Unplugging each wire from the Home Hub, waiting 20 seconds and replacing
Rebooting Home Hub
Unplugging each wire from the BT Vision Plus box, waiting 30 seconds and replacing
Rebooting BT Vision Plus box
Resetting registration on BT Vision Plus box
Scanned for channels (three times)
There was a thread here that suggested going through the force resyncronisation but I don't have that option anywhere at all.
Solved!
Go to Solution.

Answer 1

There are still no Extra channels.
I've now done a factory reset and it's telling me that there are no updates available.
This is the information under System Information for the Middleware Version:
Middleware Version number: 4.65.4 rev.1 512 Build: 243196 Jan 11 2013
This is a copy of the live chat I've just had to struggle though.  The advisors name has been replaced with BT ADVISOR just in case names aren't allowed to be posted.
BT Advisor: Hello. I'm (name removed). Thanks for that information, I'll check it and get back to you in a moment.
Me:: OK.
Me:: I had BT Vision and Infinity Broadband (option 2) installed on Wednesday June 12th.
The Infinity is fine but I am still not receiving any of the EXTRA channels that I am paying for with the Vision Unlimited Extra package.
I have contacted BT multiple times since Wednesday and keep being fobbed off with "it's been escalated to a Tier 2 technician" and "someone will call you" and frankly I'm beyond fed up with this whole situation.
BT Advisor: (name removed), I'm just waiting for your account details to load. Won't be long.
Me:: I would like this sorted out today as I have now done everything I am able to to try and fix this - rebooting the home hub, rebooting the Vision box, resetting the Vision box and factory resetting the Vision box.
Me:: I have also called and asked the person I spoke to to send the correct update to the Vision box as it is not actually set up for any of the multicast channels - this update still has not happened.
BT Advisor: (name removed), I have checked the notes and seems that the Level 2 team tried to call you today between 10.30 - 11 am but was not able to reach you.
Me:: I have been home all morning - the telephone has not rung once.
BT Advisor: (name removed), at this moment let me know if the Hub and the BT Vision Box is on?
Me:: The Home Hub is one and the Vision Box is on standby
BT Advisor: Thank you.
Me:: I would like this to be fixed today.
BT Advisor: (name removed), I'm trying to fix it for you.
Me:: What exactly are you dong to fix this issue?
BT Advisor: When, I'm trying to run the test to check for the Update and send the correct update the box is showing as it is not connected to the internet.
Me:: It is connected to the Home Hub via the ethernet cable
Me:: The internet is on and running perfectly - the lead is in slot number 3 which is the one I was told to put it in previously
Me:: Where the ethernet cable is connected to the BT Vision Box there are two lights.  One is green and steady, the other is yellow and blinking.
BT Advisor: Thank you.
BT Advisor: (name removed), I have checked with the level 2 Team and they have asked to perform the factory reset once again as the previous reset was not successful as after the reset the Box will automatically install the update.
BT Advisor: (name removed), I advise performing a factory reset of the Vision box.
When resetting the Vision box you will lose the recordings you have on the Vision box
If you able to start the Vision box please follow these steps:
1. Press BT Vision button on the remote control
2. Select Help and Settings
3. Select System Information and then select Factory Reset
4. When the Warning message appears select Reset
Me:: I will do this while you are here in case of any more problems.
BT Advisor: Ok
Me:: If this doesn't work what is the next step?
BT Advisor: This should work but if it does not that I will gte back to the Level 2 Team and update them that it has not worked.
Me:: Oops, there's been an error.  Try again in a bit.
[VPE108]
Me:: This pops up before the screen to setup the Vision.
BT Advisor: That indicates that the Vision Box has not been reseted, just let me check what can be done.
BT Advisor: (name removed), I'm once again raising this case to the Technical Management Centre and they will definitely call you within the next 24 hrs.
Me:: No.  I keep being told this and so far nobody has bothered to contact me at all.  This issue needs to be sorted today or I shall be contacting OFCOM and any other regulatory body to raise this as an official complaint against BT.
BT Advisor: I apologise as you did not get a call back earlier but the Technical Management Centre will have to do some checks to see why you are not getting the extra channels and that will take some time.
BT Advisor: If you can provide me with a mobile that they can call you.
Me:: I am not getting the extra channels because the Vision box is not set up for MULTICAST CHANNELS.  All that needs to be done is to have the correct software sent to the Vision Box.  I do not think this will take 24 hours as yesterday I was told it would only take a maximum of 6 hours.
Me:: If I am not contacted today within a reasonable time frame I will take this further.
BT Advisor: (name removed), I do not assure that you will get a call back today but surely you will get a call back within the next 24 hours
Me:: By the way, the Vision Box IS connected to the Home Hub and the internet.  There are still no updates available.
Me:: That is not good enough I'm afraid.  I have been chasing BT to fix their error since Wednesday and still nobody has bothered to contact me as promised.
BT Advisor: (name removed), as you have tried to do it manually it is not updating the box so that is the reason why I'm raising the case to the Technical Management Centre.
Me:: Then that means that the box is faulty and as I have been told by the cancellation team that if the box is faulty I am able to cancel BT Vision I would like to do that now.
BT Advisor: The box is not faulty, its just that the update is not getting installed.
Me:: That is, by definition, a fault.
Me:: I am not arguing this further with you.  Kindly put me in contact with someone who can either fix this immediately or the cancellation team.
BT Advisor: Unfortunately, there is no one who can fix it now you will have to wait.
Me:: Then put me in touch with your cancellation team.
BT Advisor: (name removed), the direct number for the Cancellations team is (removed number) you can call them on this number.
Me:: I will do that.  Goodbye.
To be honest I'm feeling beyond fed up with this whole thing.  I realize I was being a bit bolshy with this advisor but having been Mrs Nice Lady for the past two days I'm just letting my frustration out a bit.
Anyone else feel like banging their head against a brick wall?