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

Similar Messages

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
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 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 :-)

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.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
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
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
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.

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...

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?

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null

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