Infinity Order Delay - Worried

Hi folks,
Hoping someone can advise me on what to do here, because I am starting to stress out a little bit over my current situation.
Firstly, my back story. I'm currently a BT Broadband customer, but I am moving to a new home where BT Infinity is available, so I ordered the BT Infinity 2 package. I was originally hoping to move on the 10th Dec, but BT told me that the earliest they can move my connection over to my new place is on the 19th due to requiring an engineer visit. Now for an average person, that just means 9 days without internet, no big deal right? Not for me though because in my case, I work full time online. If I'm not able to work, I lose money.
So I delayed my move to the 19th thanks to my current landlord who is letting me stay a bit longer, although it does mean I'm having to double up on paying rent for two different properties since I have already signed the lease for my new apartment.. but it's ultimately cheaper than me taking those 9 days off.
Anyway, the issue and the reason I'm here today is because I just received an email with the following message:
A survey is required by our engineers before we can progress your order, this will result in a delay in us providing you with BT Infinity Broadband service.
We apologise for the delay and can assure you we are working as quickly as possible towards a solution, we will be in touch as soon as we have a further update.
You can track the progress of your order by visiting www.bt.com/myorder, using your order number [removed for privacy reasons]
Due to my online profession, this email is very worrying for me. I do not know how long this delay will be, or when my order will actually be completed. I've heard horror stories of delayed orders taking weeks to complete, and with it being so close to Christmas, I'm worried I'm about to suffer the same fate. The order progress on the website however still shows the 19th as being the date in which my service will be activated, along with the engineer visit.
I was hoping today to finalise my removal services so that I could be at my new place on the 19th, but now I don't know what to do because I don't know now whether I'll need to extend my stay here further just so that I have a working connection or not. I only have another day or two before that choice is no longer an option. I really hope there's a way to escape this fate, even if it means changing my package so that an engineer visit isn't required. Anything just to have the connection set up by the 19th or at least within a couple of days of that date, as I cannot afford to take time off work, nor can I afford to keep paying rent for two different properties just for the sake of maintaining an internet connection.
If anyone has any advice on what to do in this unusual situation, please let me know. The move itself is already stressful enough, but this is definitely pushing my stress levels through the roof.
Best regards,
X.

I am just a regular user with a residential line/package. I just tried using the phone number they've given me for my new place on the BT business website, but it says that BT business is not available in my area yet oddly enough. Furthermore I do use my connection often outside of work for gaming.. etc, so not sure if I would suit a business line regardless. (To be honest, I don't really know the differences between the two.. but it seems like it's not an option regardless)
My main concern right now is getting a connection up and running by the 19th (or at least before Christmas) at my new place, even if it means having to change my Infinity 2 order to a lesser one, if I can even do that. (I wouldn't be overly happy with doing that, but a working connection is more important than having to potentially wait weeks after the 19th for one)
Would an Infinity 1 package require an engineer visit? Or would this whole "delay due to an engineer survey" thing affect that too? Also is it normal that my order summary page still shows the 19th as my activation date, despite the email stating a delay? The agent on the phone did mention that an engineer would be in the area prior to that date, which is why I had to wait 'til the 19th in the first place despite originally being quoted an earlier date previously. (I ordered originally on the 24th Nov.) I'm really confused and unsure of what to do right now.. because my whole move is resting on this pretty much. I should note that my new place apparently has the rare FTTP packages available, allowing me to choose Infinity 3 or 4. I'm assuming that changing my order to one of those will not change anything though?
Thanks for your advice so far, much appreciated.
Regards,
X.

Similar Messages

Infinity order delays and confusion

Hi,
I am hoping someone from BT will read this post and urgently get back to me personally with an accurate and honest update on my order. I have spoken to numerous people in the contact centre's who have provided me with no confidence about my order.
I originally ordered New Phoneline & Infinity on the 14th August to be installed on 6th September. I received a call a few days later saying the 6th wasn't possible and the appointment was now going to be the 10th September.
I called the team back who had left me a voicemail advising of the change in appointment and confirmed that on the 10th September that both Phone + Infinity would be installed. I was told the delay was due to a line plant availability issue which needed another engineer to deal with, before my order could progress.
A few days later again, I checked BT.com and it still showed the 6th September activation date and appointment date for both Phone + Infinity, so I called the Contact Centre to see what was happening. I was informed that the Infinity would not be installed on the 10th Sept, as only the Openreach engineer was going to be available on that date.
I was told that the person who I spoke to about the appointment change to the 10th was wrong and that Phone + Inifinity was never going to be installed on the same day. I was also informed that no appointment was set for the Infinity, so at this stage I was only going to be having phone line on the 10th and the infinity was still to be arranged. I therefore had to choose a later date for the Infinity, so I opted for Tuesday 13th September.
After this, my bt.com order tracking page showed only the activation days, which are both still showing as 6th September (even as of today) and no appointments are listed at all.
Today (6th September) I received an SMS saying my phoneline was being activated today, again confusing me as I know (or thought) that there was no appointment for phone line booked for today. Again, another call to the contact centre. This time I was advised my order had actually been cancelled. This annoyed me as you would expect. The agent then went on to confirm with Openreach and came back and retracted his statement and confirmed there was indeed an appointment for the 10th September for my phone line. He wouldn't however confirm my Infinity would be installed on the 13th September.
I currently have little confidence that my phoneline will be activated on the 10th and have zero confidence that my Inifity will be installed on the 13th September, likewise, I have no confidence that my bill will be correct given I have had SMS's and updates and BT.com still shows the 6th September for activation for both Phone line and the Infinity.
I would really appreciate it if someone from BT can get in touch with me to clarify exactly what is happening with my order, provide me with assurance as to when I will have a working phone and broadband service and also explain why I have received such a confusing order process.
Many thanks in advance,
Stephen

Hi Stephen,
I am really sorry for the confusion here. I can understand that this would start to become annoying given everything you have been told.
The SMS message and the bt.com are still working off the original details. If you have spoken with someone confirming that the dates have changed then this is the most uptodate info and the website and SMS should be ignored.
I'll be happy to have a look over the order and clear everything up and keep an eye on its progress until its closed.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
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BT Infinity Order and INstallation Delay

Here is my sad story of BT Infinity order. For four weeks now I do not have any internet at home due to this problem with BT. Original meant ot be installed on mar 27, but still no update luck.
BT Order History:
* MARCH 13, 2014 – Today ordered BT Infinity 2 package over the phone. BT has informed that package installation date is 27 March 2014. A BT’s technician will visit on MARCH 27, 2014 anytime from 1-6 PM. I let SKY know to stop my broadband by MARCH 27, 2014. SKY has said it will close the broadband on MARCH 29, 2014 and the connection will stop within the next 10 days.
* MARCH 27, 2014 – Took a day off from work as the technician would visit. Unfortunately no visit from BT technician. No message from BT to inform me about this. Called BT after 6PM and was told that there was a problem with my line which would be sorted on APRIL 1, 2014.
* APRIL 1, 2014- Received an SMS from BT stating that BT would get in touch with me on 03/04/2014 and requested not to call them as BT would be unable to provide any update before that date.
* APRIL 3, 2014 – No contact from BT as stated on the last SMS. I called BT and was told that I would get an update from the Engineer team on APRIL 5, 2014. SKY broadband connection is now gone. BT landline is now connected.
* APRIL 5, 2014-Called BT. Still no update. More promises of calling me back and keeping me updated.
* APRIL 7, 2014 – Called BT, no new update. Sent a complain email to BT.
* APRIL 8, 2014 – BT replied to my complain email stating “there is a few issues with my connection at the local exchange….Someone from the Order Team will be in touch with you today anytime, until 8pm, to discuss this further and make a new appointment for you.” No one from the Order team called me on that day.
* APRIL 10, 2014 – Replied to BT’s email reply querying about the order and me not being happy. There was a call from BT today on my mobile, but I was at work and did not take the call. I called BT help and was told that BT left an SMS with the note that there are further delays till 15/04/2014. I have not received any SMS, only the call. Replied back to BT stating that I am not happy with the service.
* APRIL 15, 2014 – Called BT. No update. However I have been told to check back tomorrow as the engineers will leave a note by 8pm today.
* APRIL 16, 2014 – Called BT to check if any update is available. BT told me to that next update is on APRIL 17, 2014. Requested BT to SMS or email me with an update. Another promise made by BT.
* APRIL 17, 2014 – Called BT helpdesk, not very happy today. I was informed that my broadband order needs to be cancelled by BT for whatever reason and the system is showing the order’s status ‘pending cancellation’. The helpdesk person promised that I would be updated by email or sms by 18/04/2014.
* APRIL 18, 2014 – No update from BT. Sent a replied to BT’s last email requesting an alternate broadband connection in BT’s cost till the local exchange issue is resolved.
* APRIL 19, 2014 – Talked to BT helpdesk (Sohail). He checked the engineering team’s log and found that a next review date of 28 April 2014 is set for this order. He confirmed that the issue with the local exchange has been resolved. My order is in a ‘pending cancellation’ process. Ideally cancelling an order should not take that long. According to Sohail, these are the things going to happen now:
-   On Apr 22 current order will be cancelled.
-   On Apr 23 new order will be made by BT.
-   On Apr 23 BT will update me with new information, possibly new appointment date.
According to Sohail, in the best case scenario this should be done by the end of April.
* APR 23 2014 – called BT helpdesk. Also received an email and sms from BT that there would be an update on 28/04/2014! My guess (and hope) that the message is related to the original order. Ideally this order should now be cancelled by BT. Called BT Helpdesk - according to helpdesk, I will be informed about my order on 28/04/2014 from a Level 2 department (Not sure what that means though).

* APR 24 2014 - Posted it to BT's forum moderator via NeilO's profile.
Recieved a phone call from "Susan". She is now taking the ownership of the issue. She is going to find out what is happening with the order. She is expecting to get back to me by today in 2-3 hours time. Recieved email from Susuan. The order will now be cenclled on 25/04/2014. Susan will create a new order and will try to expedite it.
APR 25 2014 - Recieved an email from Susan. The current order may get cancelled by today. However it will not happen before 4PM today. Susan will create a new order on 28/04/2014. A definite date will be given on that day.
APR 28 2014 - Update from Susan. She is still waiting for the broadband Order Management team to close off the order so that new order can be issued.
Another update from Susan - The Openreach suppliers have raised a Bridge case to close the current order. Their target fix time is 05/05/2014. replied to Susan stating I am not happy with the progress and asked for alternative adsl broadband connection until BT fixes the issue.

My Infinity Order Keeps Getting Cancelled! And Muc...

Hi.
Sorry, this is REALLY long, but I needed to document this somewhere.
I own a house.
I have two phone lines on my account.
I pay the bills for both, but one is used exclusively by my lodger. He pays me for his calls, broadband, etc. For years this has worked well. Even if we have two lines of ADSL2+ at a whopping 1Mbps each! (I know, "WOW!")
At last, at the end of June, BT Infinity 2 arrives on our estate. Testing indicates that we will get a serious 77Mbps down and about 15Mbps up.
I do a little victory dance.
Then, the pain starts. Courtesy of the BT Infinity team (I have been lead to believe).
My lodger wants his own "private" Infinity line. I think this is rude as he does not want to share, but hey, if he pays for it, who am I to judge?
I obtained two MAC keys from our current ISPs.
Around the 10th of July, I ordered two BT Infinity 2 lines to be installed. All was well. Engineer was booked for the same day to install the wall-boxes, modems, etc. Booked for 26th May.
I paid for a year's line rental on the line that I use, in advance, to save money.
Later that week, I noticed one of my orders has disappeared. Hmm.
I phoned the helpline. Got a really nice Indian lady. I asked her why the second Infinity line had not been installed. She wanted to know what speed I was getting and could I please power-off the modem. Sadly, not good English. I apologised and said I had to go, and hung up. I phoned up again -
*1. Was told that only one BT Infinity modem could be installed at a time as the engineer would not have time to install both - this is even though TWO install slots were booked.
*.2 Later I got told that two Infinity lines could not be installed because the lines are on one account number.
The MAC for my lodger's line was put into the system. ALL records of any orders whatsoever disappeared from the BT tracking service!
I did however receive emails telling me of the install date, etc., of my lodger's line.
Sporadically, I received emails asking telling me that they NEEDED my MAC in order to progress my order. What order? There was NOTHING on the BT site. No VOLs or order numbers that I had been given brought up any results. According to the Order Tracker, there were no orders, so I could not enter the second MAC.
Stressful? (After ten years of truly awful download speeds - we've only had broadband of any sort for about three and a half years!) You had better believe I was stressed!!
On the 23rd July, I get a letter through the post from BT, dated the 11th of July. It says that my transfer to another phone company would be completed on the 24th July and should I wish to cancel this, I needed to contact BT BEFORE the 20th of July!
I panicked and phoned BT to stop the transfer. Whereupon the lady I spoke to said that she thought it rather strange that I had paid for a year's line rental then decided to move to another company. I later received welcome blurb from TalkTalk. TalkTalk? Grrrrrrr!
The Hub3 turns up on the 24th July, for the lodger's line.
The 26th, and the engineer turns up. Stuff installed. GREAT!!
Network crashes a couple of days later, east of London into Essex. BT pretends that it was a "line fault".
Also have had several modem crashes giving sub-1Mbps speeds.
It is now Wednesday 8th of August (I think). I decide to try and get the second Infinity line installed as I am still stuck on 1Mbps ADSL.
I go online to sign up.
What? I find out that I'm being charged for phonecalls during the day?
BT have cancelled my Anytime package on MY LINE on the 26th July without telling me and I have been running up call charges without knowing it!!
It gets better: There is now no record that I ever paid them £120 for my year's line rental, and to really take the pi**, they have charged me in advance for the August line rental.
I phone up to get things sorted regarding my year's payment, and to get my Anytime package put back on my account. Apparently this cannot be done BECAUSE THERE IS AN ORDER STILL WAITING TO BE ACTIONED ON MY ACCOUNT. Could this be the "cancelled" Infinity order? The system will not let anyone modify my account.
I get passed from department to department. Here. India. Here. Infinity team, wherever they are? And back to here again.
*3. The guy I finally spoke to confirmed that the reason I could not get Infinity on the second line was because the two phone lines were "linked" on the account. He said that he, "WOULD GET THE LINES SPLIT." That way the installation would go ahead. I was to call back after lunchtime on Friday all would be sorted.
Friday 10th. 1pm. I went online to check progress on my account. Nothing obvious. It still shows Evening and Weekend calls. Tried to order Infinity again online. It would not let me do so.
I then called BT. Guess what? It wasn't sorted. Yes, there was no record of any attempt to do so.
I then phone up the number I was given by the "Account-Split-Guy" to try again to get Infinity installed. I get through to India. I have the wrong department. I get though to Tech Support in India. I have the wrong department. I got through to someone in the UK, but they could not help, so I got put through I think to the Infinity booking team in India. They said I needed to talk to someone else, and FINALLY I got to talk to a really nice lady in the UK who went out of her way to help.
The nice lady in the UK asked what had happened. I told her. She tried to change my Anytime package, and it was blocked still.
*4. She told me that according to their system, *"I ALREADY HAD INFINITY ON THE LINE I WAS TRYING TO INSTALL ON"*.
I told her about all of the above.
She said she would look into it and get back to me.
After much messing about (hard work on her part!) she managed to get my Anytime package put back on my account. She said it would go live later that night. She tried to get an Infinity order processed, but she needed a MAC key. I gave her the one I had obtained when I originally placed the order, but it had expired!
I then got onto my old ISP and by some miracle they managed to get me a new MAC in just over half an hour!
I contacted the lady at BT who then got an order put through for BT Infinity. She did not need the MAC at the time, but was not allowed to place an order without one.
Much thanking went on.
Later Friday evening I went on the BT Order Tracking site to put in my MAC. It was not possible. It did say that the broadband order was "In progress", with an estimated Completion Date "Today." Even later Friday 10th of August, the broadband order is listed as "Completed." I try to enter my MAC again and I can't. I cannot book an engineer visit either.
I am again worried.
Saturday 11th, late in the evening, I phoned the Infinity install team, on the number I had been given, to give them my MAC. The lady in India could not understand what I was saying. I rang off apologising that I had the wrong number. Phoned again. India. Got a man on the phone to whom I explained that I wanted to give him my MAC key. He then asked me, "You have lost your MAC code?"
After much explaining he understood what I was saying. I gave him the then current VOL order number, and he said that for an Infinity install, they "Did not need a MAC key."
Fair enough. I thanked him, said goodbye and hung up.
I kept checking over the weekend and the order remained up on the site.
Monday 13th August. Morning. Logged onto BT site. My order was GONE from the Order Tracking page. Got an email and a phonecall from the lady at BT saying that she was still working on things. She had to take off the Anytime call package on my line, but leave it on the lodger's line for the time being. This "should" enable her to order Infinity on my line. I checked online later in the day, and there were order details there, but with a different order (VOL) number. It still shows that my broadband order completed on the 10th of August and my Evening and Weekend Package will complete on the 15th of August.
I need to say: Apart from the lady mentioned above, who has been superb all along, everyone else so far, wherever they are based, have been *very* polite and helpful while on the phone, just pretty useless when it actually comes to sorting the problems out. There has also been a significant language barrier on some occasions.
There were many more phonecalls on other occasions. More being passed from department to department, and more rubbish told to me than is listed above.
Luckily for you, this is all I can remember.
A new day has dawned. I still have a valid MAC, no Infinity, and no date for an engineer visit booked.
I am not optimistic. :-(
Solved!
Go to Solution.

Hi All.
Today's update.
According to the Order Tracker-
Apparently, as of Friday the 10th of August, my BT Infinity 2 service installation was completed. Funny, I don't remember an OpenReach engineer breaking in and installing an Infinity wall-plate, and setting up my non-delivered and thus non-existent HH3!
Also, about an hour ago from this post time, around 1600hrs on Wednesday the 15th of August, my "New" Evening and Weekend Calling Package went "Live". I believe I have had that package all along. One of my gripes was that I was taken off the Anytime Package.
Hang on! What's this that came in the post earlier today? Dated the 10th of August - I am being informed that my "Unlimited Anytime Plan" is being set up. Cool! Ah, no completion date, but I was told over the phone, on the 10th, that it will have gone live by midnight of the 10th.
So, have I got it, or not? Any of it?
So. Still no second Infinity line.
Yes I know, some of you poor buggers cannot even get Infinity, but thanks to my Lodger and the general incompetence of one BT department or another, neither can I!
I am posting this over my trusty 1Mbps ADS2+ line, while trying to download a 3.2GB disc image from MS TechNET. Apparently, it is going to take me nearly 10 hours at the current speed. I have at least five more large images to download.
Oh boy...

Infinity order in crisis

My first post in the forum is about ordering issues, I cannot resolve this through the normal route, having tried numerous times including discussions with Easy Assist and Infinity Order Management.
In summary I ordered Infinity 1 by mistake and what I want is Infinity 2. From 24/02 to 06/03 there has been a catalogue of errors and my order is in a real mess. Here are the details:
I ordered Infinity 1 online on 24/02/14, paid £141 for line rental saver, £30 install charge plus £6.95 for delivery of the kit. Immediately I realised Infinity 2 is what I want and phoned within an hour to request an order amendment.
I was advised an order amendment was not possible. I would have to cancel my order and start again after 24 hours, I would receive a full refund. Although it appeared a little odd that an order just placed could not be amended, I agreed and my order was cancelled for me.
24 hours later the order was still active... 48 hours later order still active... Chased numerous times via 151, I have lost count of the number of times.
Phoned again to chase things up, got through to Easy Assist (by accident) there was a problem, parts of the order apparently were not cancelled. It would be sorted in 48 hours and someone would phone me to confirm.
Waited another 48 hours, order still not cancelled. Tried to phone easy assist, found it impossible via the automated operator which does not respond to "easy assist". Chased again via 151, promised a fix again.
I eventually managed to contact Infinity Order Management, who apologised profusely, to their credit they admitted that my order cancellation had not happened at all and they would resolve it by 03/03/14, I could re-order on 04/03/14. Someone would own the problem, (they didn’t) Someone would phone me to confirm, (they didn’t).
05/03/14 My order is still not cancelled. The new home hub turned up today. Phoned Infinity Order Management again on their direct line, was put in the overflow queue, got through to India who said when asked that they were Infinity Order Management but after spending 10 minutes expalining the problem it turned out they were not and they put me back in a queue to guess where... Infinity Order Management.
05/03/14 Eventually I got through to Infinity Order Management who now say the BT part was cancelled but no-one had bothered to check the Openreach order which is still active. I have been promised a fix but that has happened 5 or 6 times already.
06/03/14 My order is still active. I'm now desperate to make sure Openreach don't install fibre om Monday.
Solved!
Go to Solution.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
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For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
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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.

Broadband BT can't process my Infinity order

I finally had my phone installed on the 22nd Jan 13 the Engineer said that I would be able to get BT infinity I was really pleased. I immediately placed my Infinity order online, received the message that someone would contact me within 48 hours, I phoned on the 24th to be told BT could not process the order as it was a new line and it may not be showing yet call back tomorrow, I phoned as instructed but still no luck, they would send an e-mail about the error and it would take two days to resolve, I phoned back two days later, BT could not find my order and suggested I start a new order, which I did but 48 hours later I phoned back BT still can't process the order, this happened twice more, On the 28th I called again to be told they had again sent another request to Open reach to look at the fault but it would take up to 5 days. I called back on Wednesday 5th this time spoke with a Manager who said the error was still open on my account and to give it a couple more days. I phoned tonight and spoke to an Adviser who first suggested I place a new order which I refused to do, then went to speak with his Manager came back and said that he had again reported the error and could I wait another five days. This is like Groundhog day. I do not know what the fault. The phone that BT installed works perfectly. What frustrates me more than anything is not having a case worker to take ownership of the problem and keep me updated. I keep phoning in only to start all over again. I was also told no other provider would be able to give me Broadband at this time. Can anybody tell me what the problem is?

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.
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BT Infinity Ordering Shambles

Well, i'm on my second BT Infinity order and have the same problem as the first. If this one isn't fixed then I can safely say I will be giving up on BT and will not be joining you for Broadband, Phone or anything else, EVER.
Initially ordered BT Inifinty and Phone (leaving Sky) 29/12/10 for Engineer Install on the 17th Jan. Within hours, the order status screen showed "Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange."
Errr NO... BT have to send an engineer to connect Inifinty Option 2 at home, surely everyone knows this... Having spent over half an hour on hold trying to speak to someone who could help I gave up, sent a complaint via email and got a call a couple of days later. The Indian call centre worker had absolutely no idea what was involved with installing BT Infinity and promised to find out and call me back next day. 3 days later, I got a call back to confirm that a visit was needed but that one couldnt be booked. That led to my order being cancelled.
New order raised 07/01/11 for Engineer Install on the 24th Jan. I've just checked my order status and the screen shows "Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange". Well done BT - messed it up again...
I'm not prepared to spend hours this time trying to get through to some useless call centre worker who has no idea what Inifinity is only to find out that an engineer visit can't be arranged. If anyone wants to fix this order please let me know otherwise I will be cancelling and going to someone else for my Broadband service, even if it costs me more...

Hi JP123,
Welcome to the forum. Sorry for all the confusion over the engineers appointment.
Very strange that the online checker is stating that no appointment needed. You are correct, an engineer has to come to your home to install Infinity as an engineer is responsible for installing the Openreach modem. I can help you with this.
Please drop me an email to the email address in my profile. (click on my name and you will find the address under the "about me" section). Include your BT account details or Infinity order number and the link to this thread.
I will find out what is going on.
Cheers
Sean
BTCare Community Manager
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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 :-)

New BT Infinity order... Order tracking fails

Hello,
I ordered BT Infinity this afternoon, as my cabinet went live this Saturday. I gave my MAC code to the BT rep on the phone, and everything went smoothly. I have an engineer booked for 1st November between 8am-1pm to install Infinity and get everything sorted.
My only problem is that the rep said I could track my order at any time through the BT order tracking page, but it doesn't work with my reference number. When I type my reference number in to the "VOL011" box, and my postcode, I get the following error:
Order not found
The order details you have entered were for a cancelled order, which we are unable to display.
This could be due to one of the following reasons:
You no longer require the product or service associated with your order and have cancelled this yourself after discussing and agreeing with a member of our team
Our suppliers are unable to fulfil some of the requirements of your order and we will be contacting you shortly to discuss this in more detail with you.
If there is a problem with your order please be assured we will contact you directly to discuss this further. For any other queries, please call us on 0800 800 150
Opening hours are 8am to 8pm Monday – Friday, 9am to 6pm – Saturday/Sunday.
Should I be worried about this? The BT rep said I will receive my Infinity equipment on the phone on the 28th October, along with documentation of my new contract with BT. I really want this to go smoothly, as I have been looking forward to getting BT Infinity for literally over a year. I am aware that the order screen is probably just glitchy - as much of the BT member pages are at times, but I would very much like a member of the forum staff to check over my order and make sure that it's all progressing well. My tracking reference is useless, and it has got me worried! I only ordered the product 8 or so hours ago, so I'm hoping this is just a minor error with the website, and my order hasn't actually bee cancelled (especially after I went through all the effort of signing up over the phone).
Any help the Admins/Mods could provide would be much appreciated.
Regards,
Tim
Solved!
Go to Solution.

Hi Tim
I reckon by tomorrow (Wed) the Bt system should have sorted itself, if it hasn't there is no harm in ringing BT.
The VOL part of your order number indicates an order made over the phone.. so maybe even though the sales staff type the order as your speaking to them I suppose the system may take a while to synchronise things compared to an order made over the internet...
waffling a bit here am I not
If after phoning you are unhappy or worried then the way to get help from the BT Forum mods is to fill in a contact form obtained by clicking on one of their names.
Here is a form you can use http://bt.custhelp.com/app/contact_email/c/4951
Normally will contact you within 72hrs but it will depend on their workload... they will make contact.
Edit... I wonder if you've ordered a telephone line as well as Infinity?
This can cause a problem. Some people have had Infinity installed on the same day as the telephone line is installed others have problem with the line being installed but infinity cancelled or delayed.
It shouldn't happen I know but sometimes it's a problem.
On a further point I recommend you ask the engineer to mount the Openreach Modem on a wall. it's cooling vents work better that way.
And if your planning on using Infinity over a wireless connection then wireless "n" gives you the best speed.
It's easy to change your PC/laptop if your on wireless "g" you just plug a wireless "n" adapter into a spare USB socket.
Info on identifying wireless g or wireless n HERE.
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

Infinity Order Shambles - Where to complain? What ...

Hi,
I've never had internet from BT, and the way it's looking I won't for a while either given the utterly shambolic performance over the last fortnight with my order.
Here's what happened:
1. Checked on the availability of fibre to my area through the BT checker site. It's available up to the 80/20 fibre. Great.
2. Ordered Infinity 2 with an installation date of this morning.
3. Realised the order system had substituted my old (2 1/2 years ago) address, 150 miles from my house as the address where the HomeHub would be delivered to.
4. Rang customer services on the day I left for my holiday and got it changed to my grandfather's address as there would be nobody to sign for it. I was told I'd get a phone call to confirm the delivery address had been changed that same day. No call came.
5. Next day I rang customer services as the order website still said the hub was going to my old address. They changed it again and said I'd see the order page updated later that day to reflect the correct address for delivery. Nothing changed.
6. Next day I rang customer services yet again as the order website still said the hub was going to my old address. They changed it again and said I'd see the order page updated later that day to reflect the correct address for delivery. Nothing changed.
7. Next day I contacted BT via Twitter and then via a web chat. They changed it to my actual home address as they said it didn't need to be signed for and could fit through a letterbox. They also confirmed that the appointment was all on track despite these problems.
8. On the delivery day I tracked the item with Royal Mail and it was indeed being delivered to my old address 150 miles away. I called my grandfather who said he's had one delivered in my name to him that morning!
9. Come today, the day for the installation and no engineer arrives between 8am and 1pm. No phone calls or anything so I sit there like an idiot all morning. I call customer services at 1pm who tell me that fibre is not actually available at all in my location and some "cage/cable?" - not sure of the word exactly, work had to be done and I would get a phone call on the 1st of July. After this call I will then be able to rearrange yet more delays in waiting for an engineer visit.
So if the fibre isn't available, why take my order? Is it really not available or am I being fobbed off? It definitely sounds like it to me. Other broadband providers I contacted before ordering with BT said the fibre was ready to connect up and were happy for me to go with them immediately. But I chose BT. Your product looked to be the most competitive and the also the best.
I would very much like to hear your response to the experience I have had, especially about whether the fibre is or isn't available and what will be done.
This has been the worst customer experience I have ever had, and I am a pretty patient person. You have the honour of being on the receiving end of the first real complaint I have ever made.
Yours,
Richard

Hi,
Just checked again and yes it is:
BT BROADBAND AVAILABILITY CHECKER
Telephone Number xxxxxxxxxxxxxx on Exchange COLLINGHAM is served by Cabinet 2
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
FTTC Range A (Clean)
79.6
59.9
20
19.6
Available
FTTC Range B (Impacted)
70.3
41.3
20
13.9
Available
ADSL Max
Up to 8
7 to 8
Available
Fixed Rate
2
Available

Placing New Infinity Order - No Ports Avilable

Hello everyone,
I have recently moved into my first house (January) and wanted to get broadband in straight away, unfortunatly I was unable to get Fiber as it hadnt reached my area yet (due 01/03/15) so i bought the standard copper broadband as a stop gap...everything with that went fine.
I thne tried to upgrade to infitiy on 2nd march, this is where the problems started.
My order was due to go through on the 12/03/15 bit long to flick a switch I thought but it must be more technical so i let it go.
I then recived a voicemail for a rude operative saying that I was unable to get fiber till 01/04/15 and i had to ring back to on the 2nd April to confim my order - this really bugged me as his exact words in the voicemail were "do not call us back"
So like any customer who has an issue i rang back, unhelpful operative 1 - explained that there wasnt enough ports and they have all been used up in my area so I was unable to get fiber on the 12th, I wasnt happy so i raised a complaint as I have gone thru processing the order expecting it for the 12th. the complaint hasnt been delt with yet apart from a few "sorry's" and "its out of our control"
So i decided to do a bit of digging, and i spoke to a helpful advise on the online chat and the conversation ended like this
Andrew Robinson: the issue is i have been on the phone but this is still not reseolved as i feel that they just want me off the phone i would like thisreseolved asap
edited by mod; it will be resloved till 12/03/2015
*****: as the order is open there is no problem
***** you can leave the voice message
Andrew Robinson: that is perfect thank you.
unfortunatly that was a lie it still hadnt be sorted, so 13th rolls round and im back on the phone again and another coversation full or "sorry's" and "its out of our control" and at the end of the call i find out my order has been cancelled!!!
I have reicived the BT Hub5 and Youview box. And i know that im going to get charged for a product/service that I havnt got, even though they have said the order is cancelled.
Can i still get out of my standard broadband contract and move to another supplier without a charge?
Has anyone else had this or a similar problem and have the resolved it in anyway?
Many Thanks in Advance
Andy

Hi Andy,
Welcome and thanks for posting. Sorry there’s been a delay in getting the Infinity connected. I’ll be happy to lend a hand with this. Can you drop me an email with the details? You’ll get the ‘contact us’ link in my profile.
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 :-)

BT Infinity Order Frustration!! Still waiting for ...

Ok, so I found out I could receive BT Infinity at the beginning of this month. I had line rental with another provider but quickly agreed to change and go for the Infinity Option 2 and Unlimited line rental package which was placed on 3rd January 2012.. I was told both services would go live on Weds 18th January and an engineer would attend my property between 1pm and 6pm. The home hub arrived in good time and I received notification yesterday that the phone line service had successfully changed over. Everything was going great and the next stage was for the engineer to attend. I received no phone call throughout the day but patiently waited. It reached 6pm and noone had turned up to my discust! I quickly rang up the BT help line and explained what had happened. After the call centre communicated with another department I was then told for whatever reason the engineer due to do the install had only received the job at 6pm which was when he was finishing and was the end of the timescale for what I had been allocated! I had no option but to accept this excuse but found it rather bizarre that this could of happened after it had been planned in over 2 weeks before! Anyway, I was then promised an engineer the following day for the morning and that I would be set as high priority and would definitely receive a phone call from the engineer shortly before attendance. The following day arrive and guess what, another no show! However I did receive a phone call late morning from the call centre explaining that I could not even receive Infinity in my area?? Or rather because I hadn't been with bt's line rental service for any length of time?? I struggled to understand what I'd been told? I challenged this and said if this was true then why was my order accepted in the first place?? After discussing this, the woman then went to speak to someone and came back to say we would able to get infinity but couldn't promise anything and another appointment would need to be arranged, and so would need to call back when this had been done. Later that day I couldn't wait any longer not knowing what was going on! I checked online on my bt account to find no order then existed?? I decided to give bt another call, I was told I'd be able to receive a strong strength infinity connection and could sort out another appointment right there and then. I was given the date next available which is tues 31st jan. I am now hoping the engineer does turn up this time! I have since logged back into my account and there is now an order existing for the correct date but instead of it saying my order is for infinity as before, it says 'your order - bt total broadband Option 1'?? This is what I currently have and am wanting to upgrade from this to infinity! I rang bt again and was told it says that because that's what broadband I'm currently on and would be getting infinity. I don't understand why it would say in my order though this and not infinity?? Can someone please double check this for me as I don't fancy it being wrong and an engineer turning up to find he didn't think he was installing infinity and then wouldn't be able to do it this delaying further!! Help!! It's so frustrating!!

ORDER UPDATE:
Infinity Engineer arrived today for the install, and everything went smoothly! Pleased everything finally got sorted
However, I have checked my speeds and they aren't all that great! ...
I was and am estimated to be able to get Infinity at around 35.8 MB Download and 6 MB Upload speeds on my line (I have checked again tonight on the broadband availability speed checker for new bt customers).
I have just done a speed test on speedtester.bt.com/ using a wired connection with only the one web browser page open, no other applications/programs open as instucted.
The results are as follows:
5092 KBPS Download
6399 KBPS Upload
'Acceptable download 12000 - 5524 kbps
IP Profile - 5524 kbps'
The upload speed is good, but surely I should be getting alot more than 5 MB download speeds?? The download speed test bar shows red and says a further test (3) is required which involves changing the broadband username and password to a default example given and resubmitted but I can't seem to figure out how to do this?
Can somebody help?
Thanks

New Infinity Order - As it happens !!!

I've just ordered Infinity (today) and I thought I'd track the order etc here for others to see 'live' what to expect:
As a precursor, I've had BT ADSL for many years, and no end of problems with the Indian call centre, but great experience from the users and mods on this site - the mods are the reason I'm staying with BT instead of switching to TalkTalk...
In Autumn last year my Infinity availability showed as available from end of Jan 2013 (and confirmed by email from Openreach), but in Winter this changed to an earliest date of End of March 2013 - not a problem, just have to wait. This weekend this changed to now available to order, so today I did just that.
My current set-up is adsl2+ unlimited, with minimal phone + BTVision unlimited. I wanted Infinity 2, + minimal phone + BTVision with Youview box. I have 5 months to run on current contract.
04/02/2013 - Called BT to upgrade. Approx 5 minutes on hold, but ok - everyone gets busy. Spoke to John who seemed very knowledgeable about his products and also very helpful. I was put on hold a couple of times for a couple of minutes, but eventually we agreed the following package, with prices as advertised:
New contract:
Phone - 12 months, prepaid so save £56.40.
Broadband: Infinity 2 unlimited (including non-throttled P2P), estimate 59Mbps down / 20Mbps up.
TV: TV Unlimited as we had before, but with new Youview box - free, but with £49 activation fee. (Not sure what he activation fee is for as I'm already on BTVision - advice happily received if this can be waived, but not a deal breaker if I have to pay it).
Installation date agreed as pm (1pm to 6pm) on wed 20/02/2013.
John could not confirm if my old BTV box and Youview box would work together, but confirmed that BT want to aim for multi-room so suspected that at some time this would stop working if it even started.
John also confirmed that my new youview box should work fine with powerline adaptors in the same way as my current BTV box.
First problem was that John can order everything except the Youview box - there is apparently a problem doing this for existing customers - John confirmed he'll call back within 1 or 2 days with the Youview order added on. I confirmed to him that this is necessary for me to complete my order - I won't accept the Infinity package with a 12 month contract then have to pay for a youview box.
Cancellation terms stated as:
I can cancel the broadband/TV service up to 17th Feb.
7 days to cancel the prepaid phone line. After this I'm tied into the BT line for 12 months which implicitly means I can't change broadband suppliers because they normally require you take their phone line rental. This is the critical path, so if my free youview box doesn't appear on my order page before this then I need to cancel everything and then re-order the complete set.
I'll let you know when/if John calls back and what the update is on the youview box and also the install date.
Cheers,
Alan.

20/02/2013 - Sixth undate.
Hopefully the last update. I was given the 1pm to 6pm slot and the Openreach engineer (Dave) called at approx 2pm, explained what he needed to do at the cabinet and that he'd be with me in 30 mins.
Dave was the same engineer who fixed my line in October and also fitted the new faceplate ready for infinity at that time. He tested the line speed and then connected the new modem to my hub - and viola, 75.1/14.9 connection (wired test) against an estimated 59/19.
I expect this to fluctuate as the line settles and also it may go down quite a bit but I'm extremely happy with this result.
Anyone else in the PO15 postcode, cabinet 18 - I was no.2 Infinity connection so there's plenty of space left for now.
So for everyone who is having problems - good things can happen using the advice on this forum. A few months ago I was so hacked off with BT I was going to leave. Now turned round to an extremely happy customer after a few months of good ADSL, flawless BTV (now Youview too) and an upgrade to Infinity with a new contract. All it took was a bit of patience to get my line fixed and get rid of all the noise.
Cheers,
Alan.

Infinity Order - BT Fail - terrible way to do busi...

Bit of backstory first, feel free to scroll down the the ### to read my problem
I have been eagerly waiting for Infinty to increase the speeds i currently get through my BT line (all be it through BE broadband).
The date for the service in BRIDGEND was pushed back several times, which is kind of understandable when upgrading so many exchanges and cabinets. When I decided to check last week if the date had been updated for my area, I was delighted to find out that I could order Infinity the next day !
I placed my order online when the clock struck midnight the Infinty option became available for my telehpne number and i placed the order. I followed it up the next day with a MAC code from my current provider, which I phoned through to BT.
On my account page, the order was all set up - I had an engineer visit booked for Thursday 17th March and my equipment was on its way. As the Appointment had been made I booked the day off work and waited in excitement for my new world of internet use !
### Fast forward to today (Tuesday 15th March) ###
My Homehub and Infinity kit (2 cables) arrived this morning - Great. Checked my order online to double check all is well, only to find that it now stated the folowing on the engineer appointment seciton of my online order page:
Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange.
This was news to me as I thought you needed an engineer to visit to install the Infinity equipment and socket in the house?
I phoned customer services and after a while on hold I was told that there was a problem with the appointment system so BT had cancelled my order completely (without notifying me).
I was told by a nice Scottish lady (im sure they use Scottish people because of their nice soothing accents!) that they was a "fault" on the order and I would have to wait 48 hours and they will call me back and start the order all over again.
This will of course place me at the back of the queue (i was probabaly the first customer to order in my area as i logged on at midnight on the availability date in the area).
I was told the engineer would not be visiting me on Thursday at all and I should now wait 48hours to "see where we are then".
OK so faults happen, I accept that. And they need to be fixed. But heres my problem with the way BT are handling this:
The fault is with the APPOINTMENT SYSTEM (according to nice Scottish lady) - not on my line, not at the exchange, not with the little green cabinet on my road, but with BT's appointment system.
So, instead of keeping my alotted timeslot (for which i have booked time off work), BT have cancelled not only the appointment - but my Entire Order ! And instead of, calling me when they saw a problem, they put a note on my order syaing "Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange."
Terrible! So they wont bother to pick up the phone and pass it through to their engineer to keep to my timeslot, they have instead cancelled my order (which, by the way, i would not have been aware of if I did not check my order screen online today - no phone call from BT), and I now have to wait 48hours before i can start the whole process again and cross my fingers that the appointment doesnt get spit out again 2 days before my next appointment (which could be in a few weeks time by now).
So in brief, If you order BT infinity, and are given an appointment, and then their appointment system goes a bit wobbly be warned:
BT Have no contigency for when this happens, their system cancels your order outright (although still sends you a home hub), and you are told to wait 2 days before ordering again and hope the same thing doesnt happen.
Rather than calling their engineer to explain the problem and to ask to continue with the visit anyway (as there's no fault on the line) they cancel your order, dont bother to tell you they have done so, and inform you via your order page that your infinty will be connected at their end (which it wont - it cant be).
So for those returning to BT, in the hope that such a large company would have better procedures and engineer visit appointments system would be reliable, think again.
The grass isnt always greener.
(PS If you want to complain about their poor appointment system, when they cancel appointments without telling you - you are told you cant complain until you place the order again - laughable)

Hi spellstar
Yep happy to help you out.
Could you drop me in an email please with your BT account and telephone number along with a link back to this thread.
Just send using the contact us form in my profile under the 'about me' section and mark FAO Craig please.
Thx
Craig
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 :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

New BT Infinity order - still pending

Hi,
I ordered BT Infinity 2 on Tuesday (5th), I'm migrating from another broadband provider and already have a BT line.
When I ordered I provided my MAC and was quoted an activatation date of 12/02/2013.
So far I've no further contact from BT after the initial order confirmation email received on the 5th.
I'm fairly sure nothing will happen on the 12th now, I just tried ringing BT but they didn't really say much. Tracking the order online via the order reference number just says it is pending and they can't display the order details.
Does anyone have recent experience of ordering BT Infinity 2 to share? What exactly is the activation date when ordering meant to mean?
Thanks

Ratty2012 wrote:
rpn wrote:
Hi,
I ordered BT Infinity 2 on Tuesday (5th), I'm migrating from another broadband provider and already have a BT line.
When I ordered I provided my MAC and was quoted an activatation date of 12/02/2013.
So far I've no further contact from BT after the initial order confirmation email received on the 5th.
I'm fairly sure nothing will happen on the 12th now, I just tried ringing BT but they didn't really say much. Tracking the order online via the order reference number just says it is pending and they can't display the order details.
Does anyone have recent experience of ordering BT Infinity 2 to share? What exactly is the activation date when ordering meant to mean?
Thanks
The activation date is when you get Infinity installed as an engineer will install it for you.
My activation date was 2 days after my install.
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

Engineer visit re: new infinity order need urgent ...

i ordered Infinity yesterday and received all teh relevant emails from BT confirming order.
One email states the engineer will visit from 13:00 and 18:00 Ive just check the status of my order and it now states the followin info where previously a time was given for the enginner:
Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange.
I am very concerned who do I call? - I dont want to call and go to India becuase people on the forum seem to have issues with enginner visits when they have been routed to the team there - Im disabled and need my connection - My understanding is that an engineer does need to attend the property to install the bt modem vDSL?
Lee
Broadband - BT Infinity Option 2
Your appointment

uklee wrote:
i ordered Infinity yesterday and received all teh relevant emails from BT confirming order.
One email states the engineer will visit from 13:00 and 18:00 Ive just check the status of my order and it now states the followin info where previously a time was given for the enginner:
Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange.
I am very concerned who do I call? - I dont want to call and go to India becuase people on the forum seem to have issues with enginner visits when they have been routed to the team there - Im disabled and need my connection - My understanding is that an engineer does need to attend the property to install the bt modem vDSL?
Lee
Broadband - BT Infinity Option 2
Your appointment
Hi there,
You can safely ignore that notification. The engineer does need access to your property, as he will need to install the BT Openreach VSDL modem and the Infinity SSFP (Service Specific Face Plate) onto your current master socket.
I hope this info helps.

Infinity Order Delay - Worried

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