Infinity sucks

I'm sick of this infinity rubbish, we lost the service for two weeks recently, now it keeps closing the wifi down and the speed has been rubbish ever since they fixed it.
I have logged another complaint but I'm getting really fed up with rubbish service from BT.

iPHAILZ wrote:
How far away from your local exchange are you?
It's back to copper and line degregation i'm afraid with sky.
But that will only be till Sky start their Fibre, which will prob be a few months after BT
I was with them for a few years and all in all not bad, just be prepared to phone up very late at night to avoid the indian call centres if they still work the same.
I might be wrong here, but I thought the Call centres were Scottish , but the LLu was good.
Although sky use their own equipment in the exchanges i *think* they still have to rely on open-reach to fix faults (same people that didn't turn up for you)
Correct, but that applies to all ISP`s who have the equipment in unbundled exchanges.
Their routers wireless is **bleep** too, and you are forced to use it unless you extract the radius details from the router and use your own, which is ofc breaking their t&c's.
MOST of the routers can have the username/password extracted. As regards breaking the terms & conditions, after a few years with SKY I have not heard of any verfied cases where they have taken action against a customer for this.
I will say that you will get no support for sorting out any router problems if you use a non sky router, but this applies to BT as well. You try and get BT to sort out your non BT router .
Overall I believe a good service, at the moment lack of fibre is the stumbling block
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Similar Messages

BT Infinity Connection Dropping but BT refuse to a...

Hi,
So in September we got BT Infinity. It was a hassle and handled terribly by BT customer service but we eventually got it. It's been working fine for around five months but within the last few weeks we have been having connection issues.
Over Easter I have spent over 10 hours on the phone to BT via my landline and mobile trying to get a solution, but all I have got is a repeated denial of my problems.
On the 27th March I called BT to report that our connection had been repeatedly dropping over the past few weeks and a fault was opened. I was told I would be updated but no-one called back despite promises they would do.
I called BT on the 28th March to follow up my issues but was met with an advisor who lacked knowledge in the issue and simply told me to continue monitoring my connection.
I called BT on the 3rd April as there had been no improvement in my connection, which is dropping multiple times per day, and on this day 7 times. After going through the same repetitive questioning session about how I connect to the internet, a deep line test was run, and it was decisively concluded that there was a fault with the line within BT's retail servers. I was told this would be followed up and promised a call back on the 4th April.
After I had not received a call back on the 4th April within the time allocated to me, I called BT where I was met with an awfully rude woman who had no interest in helping me and went on to suggest what I was saying was an outright lie and she categorically stated there had been no call back booked despite me having the text in front of me which confirmed it.
After being told to 'continue monitoring my line', a slightly repetitive phrase favoured by BT Customer Service, I called back as instructed on the 8th April. Again, I went through a repetitive process before finally making some sort of progress and being sent a new home hub.
My new home hub arrived on the 11th April and made no difference to my problem. I therefore called BT and spoke to an advisor who told me he could only assume the Home Hub was sent in error, as he was absolutely adamant it would make absolutely no difference to my situation. I was told to 'continue monitoring my connection' over the next few days but before he ended the call I asked him a number of questions, none of which were adequately answered.
Why is our connection dropping? Rather than giving me an explanation as to why it is dropping, he told me that we are lucky it only drops a few times a day! He said 'everyone in the world suffers from a connection which drops multiple times per day' and that 'there is absolutely nothing we can do because there is no problem'. He told me about rate-adaptive lines, which according to him 'are used by every household in the world' and that these lines 'inevitably drop out up to five times a day, which is normal and acceptable'.
So how many times can it drop before it's considered a fault? The basic answer I received is that there is no limit! It doesn't matter how many times it drops, it absolutely normal! Only if it drops '20-30+ times per day' is it considered a problem worth solving to BT.
Why do you never call back (in particular, why did no-one call back on the 4th April, and why did an advisor accuse me of lying about the call back)? They said that when the issue is escalated from Level 1 to Level 2, it is impossible to see any contact between the customer and Level 1, so when the call back wasn't arranged as it should've been, there was no way BT could've known. He apologised for this and the way I was treated by his colleague.
Why was a fault reported on the 3rd April? Why have I not been updated since? Simple answer from BT. There probably was no fault, that was probably also incorrectly opened. Note the key word probably. The advisor I talked to said he had no idea what happened in any of my previous calls and that there was no way he could find out why the fault was opened, or listen to the call (despite all calls being recorded). He said it was impossible for Level 2 to hear the content of any calls made with Level 1 and that it was 'impossible for an advisor to take notes for a call lasting more than half an hour'.
I recieved a call back today on my mobile where I was told just to continue monitoring the fault. However I was also told, again, quite categorically, that there is nothing wrong and that he would happily send an engineer in three days but that 'he would be able to do absolutely nothing. It would be a waste of time'. The advisor also refused to give any details on how much this would cost and was desperate to end the call saying 'goodbye' despite me being mid sentence multiple times.
I have now been told to 'continue monitoring my connection' and await another call back on Friday, by which point I will have wasted many more hours on the phone to BT.
Your customer service is disgusting. Your lack of compassion and understanding is disgusting. The way you totally mislead customers is disgusting.
And now for my top BT Operator quotes (or near quotes, as obviously no-one has any idea what was said in these calls, not even BT!):
"If your temperature raised to 100 degrees celcius but then went back to normal, there would be no problem, it's the same with broadband"
"Everyone in the world has a rate-adaptive line and everyone in the world should expect their line to drop"
"If your line only drops 5 or 6 times a day there is no problem, you obviously should've known this before you signed up for Infinity"
"There definitely is a fault.... there definitely isn't a fault" - the trademark conclusiveness of BT
"We can limit the speed on the phone line, but it would have to be to 1mb" - this is despite absolutely contradictory help published by BT
But despite these humorous moments, I have wasted a huge amount of time on the phone to BT.
I have one simple demand. Stop the broadband from dropping multiple times per day. If you cannot do this, let us leave, as you are not meeting your contractual obligations and therefore we shouldn't have to either.
And please... don't apologise for your colleague not calling back in the first minute of the phone call and then not call back.

Hi Bryan,
Like yourself and many, many other people who come to these forums - I have been experiencing the same problems. Constant disconnections, and recently, speed dropping to 4Mb in the Evenings (I'm supposed to be getting 74Mb).
It's ridiculous with how many people are experiencing these problems and BT are blatently ignoring it. To add insult to injury, this was posted in February. A statement from BT basically saying "Well you're all gonna be having problems, but it's on you."
Don't fret though, the moderators, and other people from the community can be fantastic help.
Purchasing an Openreach modem, suggested by ray_dorset, I'll still be awaiting for the Huawei 612, V3b modem to arrive and hoping this will fix the drops in speed. I currently have an ECI modem fitted in, which has stopped the disconnects, but have not stopped the speed drops.
For anyone reading this who is unfamiliar with modems as I was:
As far as I know, there's currently two types of Openreach Modems. Every exchange is built with a certain "chipset" which will work best with these modems (explaining in simplistic terms and I could be very wrong, so I am happy to be corrected.)
The Two Openreach Modems:
Huawei 614
ECI
From the advice I have been given by the moderators, if you're new to BT Infinity, then your exchange may have only recently been built, which is then most likely to have a chipset which will work better with Huawei modems. I'm about to find out this by next week.
If, in some horrible scenario it doesn't work and the speed is still constantly dropping, then you may need to fork out and purchase a new router (BUT KEEP THE MODEM). Many people have said their internet has been fixed by doing this.
One of the things I did find pretty hillarious however, is that I did call up BT the other night due to having terrible connections. He told me to take out my modem and just use the home hub 5. He then kept telling me to change a few settings on the HH5 and run a speedtest. Every, single, time we changed something - the speed would get lower and lower, followed by an "Uhhh, monitor your speed over the course of this week and then we'll call you back."
I'm sorry, but BT customer service have no idea how to fix this, so don't waste your time ringing them. I genuinely feel bad for them too, they have to put up with our **bleep** while the engineers at BT who work on the firmware for the HH5 can't be arsed to try and fix it any further.
Seriously, mate - just try the steps above, come to the forums if you need help because you're more than likely to get a better answer. I know it sucks not being able to call up BT because they're just going to give you a bunch of BS, but if everyone who had a complaint on this forum worked for BT tech support, maybe there'd be more satisfied customers.

BT Infinity - I need an answer please.

I have already posted in this forum before and not recieved much response. Only one kind person who told me about his upsetting experience with BT Infinity.
I have (a countless number of times) rang up BT Customer Services about whether my area will be provided with BT Infinity or not. I tell them my post code and explain that I'm with talktalk who have slammed my line so i can't do a line check over phone number on the BT website. I've also notified them that people next to me on a different street (Literally just outside my road) have recieved BT Infinity and me and my neighbors have yet to be told that we could recieve it.
So alas, here is my question and situation. (And I will also provide a map of my area with FTTC cabinets, Premises etc.)
I have been waiting and shaking with excitement when I had first taken a peep at the BT Infinity exchange list. My exchange was due 31st September!, Excellent I thought as I could finally get off of my crummy 3meg connection and start some real gaming, downloading and uploading youtube videos!.
But It wasn't until early september that I started to have my doubts as my address and postcode did not show a BT Infinity - 31st Sept on the line checker and my Neighbors addresses and postcode did. So with haste I decided to ring up BT Customer Services and discuss the issue with them as I had previously spoken face to face with BT Openreach engineers who pointed the finger at BT sales. I explained to the man on the phone that I had tested my neighbors addresses and phone numbers but could not test mine due to talktalk slamming my line as their own. As we had previously been on BT in the past in the same house he said he could check which cabinet I had been connected too. I was quite suprised to have been told that I was going to recieve Infinity around 21st October. Well the date now is the 17th October 2010 and the line checker is still saying I can't get it. But let's look on the bright side. The line checkers sais my Exchange will recieve an upgrade to ADSL2+ which will give me amazing speeds of...3Meg...Exactly what I have at the moment. (Yes as you can guess I'm pretty annoyed)
I can honestly say that if Infinity were supplied to my postcode, EVERYONE in my street would switch. 3meg SUCKS!. Especially if your a steam user like me who needs to download 7gb games when I buy them!. That's like a whole day of downloading!!.
Here is a map of my area which gives you houses with and without BT Infinity, FTTC and non FTTC cabinets.
I should also mention that I'm between 2 cabinets. One has FTTC and the other doesnt. I've also read that FTTC cabinets can supply in the hundreds. Which would be my whole area with one cabinet.
http://maps.google.com/maps/ms?ie=UTF&msa=0&msid=105591797753881167263.000490e49745f985a9a02
Someone please give me a simple response or hopefully I can attract the attention of an Admin to resolve this!

BT is made up of crooks, criminals and fraudulent traders
jjgraphics wrote:
jtanna,
It is unhelpful and rude to post like that on the forum. Your statements are at the very least libellous and could attract a legal investigation.
This forum is for people to help each other. Lets keep it that way.
jtanna said
BT is made up of crooks, criminals and fraudulent traders
Maybe BT are part of the Banking system sound abouit the same
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me

Now that I know I am not getting Infinity to my ho...

Thanks for all the help identifying my PCP yesterday and now that I know it has not (will not) been upgraded to support Infinity, I would like to ask someone at BT/OR why we have been excluded..?
Is there an email address I can try..? I don't expect anything to change, but it would be nice to know why BT/OR have screwed me over... After years or being bombarded with TV and postal advertising about their shiny new product, I want to know why they have decided not to allow me access to it...
I find it particularly galling that they are now upgrading existing Infinity areas to be even faster, before they have allowed full access to the base product for the majority of users... I appreciate it is a 'commercial' decision, but it sucks..!
As far as I can see my area would be a good candidate for Infinity... We are a considerable distance from the main Hook (THH) exchange and our ADSL broadband speeds are poor...
Is there an appeal process, to ask them to reconsider their decision...
Thanks again,
Martin
Solved!
Go to Solution.

Bullitt wrote:
there email address is [email protected]
Thank you... I will give that a go...
Martin

Race to Infinity: Results cast on Percentage and n...

Beginning to think this was a poor thought out incentive from the start.
From what i've read it works out the winners will be the top 5 areas with the most percentage, our area has 15k-16k people, we have roughly 16% of people voted, looking at the top areas they have mostly 1200-1500 people and have 60-80%..
It would appear that the areas with fewer people are destined to win this..kinda sucks as we are not even penned in for Infinity and god only knows when we'll get it.
They could've split it into groups i.e depending on the number of people that live within each area, i.e 1000 - 5000. 5000 - 10000...-10000 - 15000 that way at least areas with large amount of people would stand a chance of getting a slot...

The race to infinity was just a cheap publicity stunt designed to get peoples hopes up. My exchange came 35th in the race (out of 5600 so top 1%) yet we will never see anything faster than 0.25Mbps with BT. They just ran the race as a 'look at what we are giving to those that don't need it' just to rub our noses in it. I hope that after BT do all the work on these exchanges that showed no interest, that the people use other services such as TT fibre or virgin media for a faster speed at a lower price. My area on the other hand has no access to VM so BT could have got 100% of the customers if they had listened to the results, but it seems they would rather give it to people that can already get 20Mbps for a fraction of the price. Maybe that is why uptake is only 15% in these areas. you have made a big mistake BT and it is the customers that are paying for it. Atleast Ian Livingston got his exchange done first though, nothing like being CEO of a company and using customers money to give yourself a better product first is there.

Infinity speed fluctuating dramatically?

Hi,
Can somebody please help?
My broadband speed is all over the place, i am supposed to be on Infinity 2 and just lately(last couple of days), it has been anything but.
The speeds range from 16 mb to 69mb but do not stay constant, i used to have a steady download speed of 79mb when this was installed in October and to be fair, the connection has been flawless and stayed the same up untill the last couple of weeks.
I would appreciate a prompt response to this please, as this has been the "light at the end of the tunne" with regard to all the issues i have had after transfering from Sky in October. This has been the ONLY thing that has worked as it should.
Regards
Robert Sproson
Solved!
Go to Solution.

Hi ,
Yes before - just retried BT and speed is now back up for the moment - it is fluctuating quite alarmingly. Suppose i will just have to suck and see for a while, i have sent a complaint in via the contact us on the BT web page- don't know if that will prompt an investigation or if this is just temporary? With having such a fantastic speed normally, i don't tend to notice the variations, until it is very aparent(very slow page opening) and it could have been fluctuating from install.

Ridiculous Infinity postcode lottery...!?!?

My neighbour (20m of garden between our houses) has got his installed. When I enter his phone number and post code I get:
Yes! You can get superfast BT Infinity
FIBRE BROADBAND
You could get
16Mb-22Mb Estimated download speed range*
When I enter my own number and postcode I get:
Not yet! Sorry, you can’t get BT Infinity right now
Tell me when I can get BT Infinity
You can still get standard BT Broadband
You currently get
1Mb Estimated download speed*
I called BT and the only explanation was "you are probably on different exchanges", which is rubbish since we're both in the same building estate kilometers away from the central BT exchange. Could some explain to me how this Infinity postcode lottery works? Quite frankly, the existing broadband service sucks beyone belief (as you can see from the "You currently get 1Mb...") and this is really frustrating...
Thanks in advance!

Thanks - sure looks that way... Still think it's a ridiculous situation that angers me even more. We live in a brand new development a bit out in the styx so why they couldn't swoop it all in one go is a mystery to me.
As you enter our development and go up the road, everyone can have BT Infinity. That is, until you get to house 26.
Yes, in the same road, 1-24 can get Infinity. 26-53 cannot, funny split...
=================
Telephone Number xxxxxxxx on Exchange GOUROCK is served by Cabinet 28
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
FTTC Range A (Clean)
21.9
15.6
3.3
1.3
Available
FTTC Range B (Impacted)
18.5
9.1
2.7
0.8
Available
Telephone Number xxxxxxxxxx on Exchange GOUROCK is served by Cabinet 32
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date
WBC ADSL 2+
Up to 1
1 to 3.5
Available
ADSL Max
Up to 1
0.75 to 2.5
Available

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.

BT transcieving Key & W2003 / MSI support sucks!

What kind of a f*cked up company is this, no support, no replies, on website it's IMPOSSIBLE to find anything but motherboards in other owrds, they don't give a damn about customers.
I bought Bluetooh Transceiving Key and driver won't work under Windows Server 2003 (worked fine under 2000 and even there this software sucks). It asks me for some key?! What does it have to do with me what kind of license MSI bought from Widcomm? Okay, if it doesn't work under 2003 fine, it's totaly lame and stupid, but at least make a statement saying "Our hardware doesn't work under Windows Server 2003".

If this is user2user, where is their support? Nowhere. It's hard to find anything at all on their website since their webmaster obviously doesn't know anything about navigation. Beside, look at this crappy forum: you can't edit your messages, there are only forums for motherboards and some VGA cards, that's all.
What beta software? Windows Server 2003 is final, we have a licensed copy and all. Besides, beta software is out so companies can test their new drivers and software on it but MSI obviously doesn't do that. And what do they care which OS I have? It's XP based so XP drivers should work but since some smarta55 included OS version checking, it doesn't work. Pure lamers. If they were any good they'd at least update their compatibility list if they are too lasy to update their drivers.
I guess they need to learn a thing or two about customers care..it's okay when we bring them money but when you need support they just plain ignore you. Best support imho was from Diamond, they replied very quickly + they had live IRC support.

BT Infinity, Netgear6300 and Sonos

I have just swapped a BT HH3 router for a Netgear R6300. All PC's, tablet computers, phones connect fine to the new router with super fast connectivity on the 5G network. However when I hardwire in my Sonos system, everthing goes awry.
There is a Play 5 is connected to router, and NAS to the Play 5. 2 further Sonos amps connected wirelessly to the Play 5. I can no longer access internet radio, plus the various PCs and Ipads around the house start to lose their wireless connections (which go to "Limited Connectivity". If I unplug the Play 5 from the Netgear router the rest of the wireless network works fine, replug it in, network to the PC's. Also, when the system is connected up to the Netgear router I can no longer see the NAS from any PC's - reappears if I go back to HH3.
I've cycled the power on all the Sonos units/PCs etc between each router changer over.
The Netgenie app indicates that all the PC's connect fine to the router, it's more that the onward connection to the Openreach modem falls over when the Sonos is connected ?
Any ideas please ?

The 330/20 product was withdrawn by Openreach last month.
BT still advertise a 300/20 product (http://www.productsandservices.bt.com/products/broadband/packages?fttp=yes) so is either a mistake or capped upload.
My neighbour is on Infinity 4 and looking at his speed tests, it looks a capped upload to me.

BT infinity very poor service - what steps to canc...

Any one advise How I can cancel, without penalty, due to poor service?
I had BT Infinity installed end of January 2014 it was fine stable and running at around 65-68mbps until half way through May.
Then speed dropped to 19mbps but worse the connection would repeatedly drop staying up for no more than 5 minutes at a time and taking 10 or more attempts to reconnect. Checking the logs on Hub 5 often it would reconnect over 100 times a day.
I've had and engineer visit once a week now, because thats all India helpdesk can arrange, for over 2 months and each one treats the visit as if it's the first time. All they can do is check my equipment is OK which they all say is fine. If had the line moved to a different card in the street box. I've had 2 replacement Hub 5's.
Eventually in talking to one of the engineers, some are more clued up than others, I heard about RAIN engineers so I practically had to force India support to instigate this. They say they have put this in process but can't seem to report back to me anything from this. I finally got speed up to 30mbps but the connection is still unstable and as of my last call I have yet another engineer to wait in for on Monday (this will be about the 10th time I've wasted half a day!). I know full well and on site engineer can do absolutely nothing but reset the line speed which with the insatbility will drop again. So I've had enough I've been paying for the top package "unlimited data" at a significant price for a service I haven't had for over 2 months and I just want to cancel becuase of this and get a refund for poor service over that time. Every time I try to raise this with India I just get fobbed off as they really have no idea what they are doing and probably don't have the authority to handle this but BT provides no other obvious way to talk to some who can take this request to cancel seriously! Does anyone know who and where I can call, email or write to to get this usless service cancelled?
Rob

Hi Robdeca,
I'll be able to help you with your connection. Please send me in your details using the "Contact the Mods" link found in my profile.
Thanks
PaddyB
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 :-)

Ask the Expert Live Discussion – BT Infinity

Hi All
I’m pleased to announce our next live discussion with some BT experts! It’s on a subject that is of great interest to many of you – BT Infinity! We’ve recently announced the changes to the BT Infinity service and thought it was a great chance to get our Infinity experts on to the community to tell you a bit more about that and answer any Infinity related questions you may have.
Our experts Charles and Martin will be chatting with you on Tuesday 15th May at 7pm.
The format is pretty simple – simply come back here on that date and the box you see below will turn into an area where you can submit your questions. Enter your email address in the reminder section so you don't miss any of the chat.
BT Infinity Expert Chat Transcript
(05/15/2012)
7:00
KerryG:
Hi Everyone, let’s get the chat started! Welcome to our live discussion with our BT Infinity experts.
7:01
KerryG:
Today we are joined by Charles and Martin from the Infinity team. Welcome everyone!
7:01
KerryG:
Today’s chat is tech focused on BT Infinity, so if you have any individual service queries, we can’t answer them during the chat, sorry. Those queries can be raised in the forum as normal. This chat is focused on the Infinity service itself, all comments will be moderated and the usual forum terms apply.
7:01
Charles:
Hi everyone!
7:02
KerryG:
We have our first question...
7:03
Comment From GedGed:
my wired infinity speed is 54 kps but I can only get 20 when wireless - any way I can improve the wireless speed - Thanks
7:04
KerryG:
We're typing up the answers, so bear with us as we get the answers through to you...
7:05
Charles:
Hi Ged
• Upgrade your computer to ‘N’ standard wireless hardware. If needed, buy a suitable N wireless adaptor from BT atwww.bt.com/nwireless
• Keep your computer streamlined eg. by running our ‘PC Healthcheck’ app (part of BT’s Desktop Help software atwww.bt.com/desktophelp)
• Reserve wireless for mobile devices, use Ethernet for main computer
• Consider powerline adaptors for longer ranges
7:05
Comment from
john 46
hi all
7:06
KerryG:
Hi gooch - thanks for your question, but this is an Infinity tech chat so we need to keep it on topic if you post in the Phones board there's lots of helpful community members that will help you out with your query
7:07
Comment From Neil Potter
How soon after an exchange goes live with Infinity will BT allow other providers to sell Fibre To The Cabinet services from that exchange? My existing ISP is waiting to announce pricing details to me so I can make an informed choice. Thanks
7:08
KerryG:
Hi John Good to see you on the chat - who else is here?
7:09
Comment From Chris
Hello world.
7:10
Comment From Helen
hi all.
7:11
Comment From Paul
Are we able to get fastpath on BT infinity,or will this ever be available ?
7:12
Martin S.:
i Neil. When Openreach enables an exchange for fibre, all internet service providers are able to use that service equally - so other ISPs should be able to offer their fibre products at the same time as BT Retail's Infinity product
7:12
KerryG:
Thanks for all the great questions coming through guys... answers being typed as we speak!
7:13
Charles:
Hi Paul, We don't support Fastpath on BT infinity at the moment, I'm afraid.
7:13
Comment From Helen
I've recently upgraded to Infinity 2. The ethernet connection is fine, but the wifi is constantly dropping. I have an old Homehub 2 , which we had for total broadband, will it work, so I can test the wifi.
7:14
Comment From Simon
Hi all
7:15
Martin S.:
Neil - also its worth remembering that when an exchange is enabled for fibre, this does not automatically mean that all cabinets and lines connected to that exchange are also enabled, which might explain if your exchange has been enabled but your line is not appearing as eligible yet
7:16
Comment From Kevin
Whats the upgrade path from fttc to fttp does it mean a new contract or can we just expect it to migrate?
7:17
KerryG
Out of interest...are those on the chat existing Infinity customers or people thinking about it?
7:18
Charles
Hi Helen, your wireless should work ok on your Hub 2, though our more recent Hub 3 is better. If you're expereincing drop outs, it's usually a sign of radio interference. Have you any powerline adaptors you could use instead?
7:18
Comment From Neil Potter
Thanks Martin - Workmen recently dug up the path outside my driveway to install FTTC so I know it's there  My exchange goes live on 30th June - I can't wait!I have another question: I'm in the process of consolidating my TV, Telephone and Broadband into one bundle. The "BT Vision Unlimited" looks ideal.
7:19
Comment From Paul
Is there a estimated date that fast path will be available ?
7:19
Martin S.
Hi Kevin - Due to the structure of how fibre has been deployed, your line will either be FTTC or FTTP; there is no way to change your technology type. If you mean 'how do you move to the faster 80mb product (on FTTC)?', this can be done using the links on BT.com
7:19
Comment From Helen
I'm an existing customer.
7:19
Charles
No, 'fraid not, Paul.
7:19
Comment From Neil Potter
thinking about re-joining BT just for Infinity product(s)
7:19
Comment From Paul
existing customer here
7:20
Comment From Chris
I've recently ordered my Infinity package, installation is due the 22nd.
7:20
KerryG
Great to see you all on here... roll on the 22nd for you Chris
7:20
Comment From Kevin
Why are you fitting 2 separate items a modem and a wireless router? cant we have a combined unit, without the need for 2 adaptors and sockets its not the tidiest install
7:21
Comment From Chris
Regarding the Infinity installation, is it mandatory for the BT O/R Engineerer to have access to your PC?
7:22
Martin S.
Hi Chris - It is not mandatory, but we recommend allowing the engineer to show you on your own equipment your fantastic new speeds!
7:22
Comment From Simon
hi, im trying to setup port forwarding to my old draytek, as it has more powerful wirelelss capabaility then the bt homehub, is it possible
7:23
KerryG
Hi Simon - that sounds like a great question for the forum boards, the Draytek is not a BT product so we can go into detail here in this chat, but there will be lots of people who i'm sure can help in the forum.
7:24
Charles
Evening Kevin, for BT Infinity is based on thecurrent FTTC product offered by BT Openreach, which comprises the VDSL modem provided by Openreach and the Home Hub 3 provided by Retail. If/when Openreach move to supporting a single box solution, then we would look to moving to that. Openreach will shortly be trialling this.
7:24
Comment From Helen
I've already checked there's nothing interfering with the Hub.
7:24
Comment From Helen
I don't have a Hub3, both the one that is currently connected, and the old one I have in the box are Hub 2.
7:25
Comment From Chris
Yes, going from 3mb to an estimated 50mb+ is quite the upgrade, I would even be happy if it was merely a 10MB upgrade. - If I remember correctly FTTC is around(if not the same) price as standard broadband these days.
7:26
Charles
Helen - could you post your issue in the Bt Infinity forum and one of our mods will look into this for you.
7:26
Comment From Kevin
My install is planned for the 28th May my question is i have my master socket downstairs directly below the room i want my fttc modem installed is it possible to have the modem upstairs with the extension cable ?
7:27
Comment From Mike B
I have an istalation question. I understand that the modem for Infinity needs to be sited close to the BT phone socket. Am I right in thinking that the modem is then connected via a Cat 5/6 cable to the wireless router situated elsewhere in the house? Does this impact on the speed?
7:27
Comment From Helen
Ok charles, I will do..
7:28
Comment From Neil Potter
On the subject of Powerline Adaptors (PA's) - I have a unique setup here at home whereby I would need to utilise 4 x PA's. Are there any known performance issues sharing data, experiencing latency or dropped packets from Desktop PC's all connected via PA's at the same time?
7:28
Martin S.
Kevin / Mike B: The engineer can use an extension cable up to 30m long to help position your equipment where you want it - this should not affect your speed.
7:29
Comment From Eric Simpson
I have bt broadband .. I am currently getting 3M download. I have two "estimates" from the BT site. One says I should get between 10-17 ... the other which does some sort of check/diagnostic (and appears to be the real thing) says I should get between 1-4. We are meant to get Infinity next month. How would that impact me?
7:31
Charles
Hi neil - good question. I've found from experience that powerline performance is very much dependent on the adaptor manufacturer and your home environment, specifically how 'clean' your electrical spectrun is. All I can say is give it a try. That said, i would always recommend an Ethernet connection for the fastest and most stable speeds.
7:31
Martin S.
Hi Eric. You can find your predicted BT Infinity speed (if it is available on your line) at bt.com/infinity and entering your number into the availability checker
7:31
Comment From Simon
hi, really I'm just asking a tech question - can the bt home hub port forward?
7:32
Comment From Eric Simpson
Does my question pop up only when it comes up the queue?
7:33
KerryG
Hi Eric - Yes, they will flow in as they get answered - it helps to make the chat easier to read as the Q & As flow in a reasonable order.
Great questions coming through... lots more to get through...been a quick 33 mins!
7:33
Charles
Hi simon - I'm assuming you're talking about the Hub 3 (our latest Hub). Yes, it does support port forwarding. You can set this up via the configuration menu in your Hub. See instructions in your Hub user guide for how to do this.
7:33
Comment From Glynn
Will BT Retail be selling fibre-on-demand at an affordable cost for home users?
7:35
Comment From guilbo
Hello folks. I have a question. We often see on the Vision forum that users start having problems with their service on Infinity that they weren't having with ADSL. Do you know of anything that would cause this?
7:35
Martin S.
Hi Glynn, we are currently reviewing Fibre on Demand and have not yet announced any pricing or availability details.
7:36
Comment From Chris
How reliable is that checker by chance?
7:37
Comment From Paul (Heanor)
Also I am booked for installation on 22nd May
7:37
KerryG
Nice one Paul  You'll be enjoying super fast speeds then too
7:38
Charles
HI guilbo - I'm not aware of any technical issues for Vision customer regrading to Infinity. We have hundreds of orders go through each week. If the problem persists, I would suggest customers contact the Infinity helpdesk.
7:38
Comment From Neil Potter
Thanks for your reply Charles - If I could ask, the PA's you supply with the current BT Vision boxes are manufactured by Simpler Networks - would I need to purchase identical PA's from the same manufacturer for extending my network? Will BT Retail sell me these as an additional extra? This will be my last question - I feel I have been fortunate to have two answered already
7:39
Martin S.
Hi Chris - The speeds estimated in the checker are a very good indication of actual speeds, but we can only know the exact speed once installed.
7:39
Comment From Eric Simpson
it says not available yet. I am just frustrated because I get faster speed from my little Android phone using it as a hotspot. If there is a bottleneck somewhere in the system, would fibre really make a difference
7:41
Comment From Kevin
I have been given the estimate of 59.4Mb download 20.0Mb upload will this be accurate?
7:42
Charles
Hi neil - yes you should always stick to the same model for all your PA's. I am pretty sure that additional Vision PA's can be bought from the BT Shop, and these should be fine. I have had 70mbps out of mine! seewww.bt.com/shop
7:43
Martin S.
Eric - Generally fibre can make a very significant difference to overall speeds, though individual increases can't be guaranteed. If / when it becomes available on your line, the checker will tell you how much of a difference it could make to you.
7:43
Comment From Chris
I'm assuming it's based on the length of copper from my house to the Green Cab. - The exchange is 2miles~ away from me and the said Cab. Will this also effect my speed?
7:45
Charles
Hi Kevin - our estinmates are as accurate as we can make them, but your actual speed will depend on your underlying phone line speed. We will only know your true speed once Infinity is live - it will then train to your optimal line speed, which should be approx as shown by your prediction.
7:45
KerryG
Glad to see you all keeping Charles and Martin busy here... keep the questions coming in, we're in the last 15 mins now...
7:45
Martin S.
Chris - Yes, your speed is primarily affected by the total amount of copper between you and the exchange. With FTTC fibre products, the old copper between the exchange and the cabinet is replaced by fibre, meaning less copper overall and faster speeds.
7:45
Comment From Lewis
Why does DLM take so long to take interleaving off?
7:45
Comment From Neil Potter
Thank you very much for your time this evening Charles / Martin / Kerry. It's nice to see these types of events becoming more accessible to your customers and I for one feel I've got a lot from joining you all this evening
7:46
Martin S.
Thanks Neil - you're welcome!
7:46
KerryG
Great stuff Neil.... glad you've found it useful.
7:46
Comment From Chris
The Cab is 500-600 metres away from me, and according this graph the the BT estimated speed is just right on that.
7:47
Charles
Hi Lewis - DLM will apply interleaving only if it detects an ustable line. It will not apply interleaving unless it is warranted.
7:47
Comment From Kevin
I guess when i get my infinity installed a lot of sites and links will still be on dsl or adsl+ or even slower and the speed my end wont improve the speed there end ie my speed will depend on the site i visit and there upload speed for my download speed?
7:48
Comment From Dom
I am moving to BT infinity, but I had to order my line and then wait for it to be activated before ordering infinity. Is this a technical issue or a process at BT issue?
7:49
Charles
Evening Dom. It's a process issue - we can only provide Infinity once a Retail line is up and running.
7:49
Comment From William Sinclair
Hi guys. I've upgraded to Infinity 2 with an estimated max download of 49.5 Mbps however my IP profile hasn't budged from the Infinity 1 value of ~30. Any thoughts?
7:50
Comment From Dom
Thanks - this is a great service BT, keep it up!
7:51
Martin S.
Hi Kevin - yes, some websites that you visit may not be able to keep up with your superfast speeds! We aim to give you the best speeds at your end, but sadly there may sometimes be bottlenecks in the wider internet.
7:51
Charles
HI William - sorry for the delay in responding. Best thing to do is to reboot your Hub, then it should pick up the new speed. If not, contact the Infinity forum.
7:51
Comment From Lewis
What would cause an unstable line?
7:53
KerryG
@wiesiek @ Martin (not S) thanks for your questions, but as they're individual issues we can't pick them up as part of this chat. Please post in the forum and we can help.
7:53
Comment From guilbo
Apologies in advance for my ignorance. If Infinity is installed does the 'phone continue to use copper all the way to the exchange or does this also go over fibre?
7:54
Charles
Hi lewis - the most common cause is interference on your phone line, in which case DLM will moderate your BB speed until the line stablises. There'smore lot of info on this at the Infinity FAQs on BT.com
7:54
Martin S.
Hi Guilbo - good question - yes, the phone still uses the copper.
7:54
Comment From Paul (Heanor)
Will downloading from such as Xbox market place or apple store as examples max out the connection?
7:55
Comment From Kevin
Thanks to Martin, Kerry, and Charles for all your answers to the questions very much appreciated and a credit to BT Kevin
7:55

Hi everyone
Just a reminder that we have our Infinity Expert chat this evening at 7pm. If for any reason you can't make the chat, you can PM me your questions in advance and we'll try to include them. There will also be a replay available of the chat here on the same post after the event.
Thx
Kerry
Retired BTCare Community Manager - StephanieG and SeanD are your new Community Managers
If you like a post, or want to say thanks for a helpful answer, please click on the 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’.

Cannot send emails in Mac Mail using third party SMTP via BT Infinity Broadband

EUREKA!!
I have a Mac Book Pro and recently had my home broadband upgraded to BT Infinity. Prior to this upgrade sending emails via my Mac mail was working perfectly. Since the new installation I could no send any external emails using the Hotmail.co.uk or 123-Reg.co.uk smtp outgoing servers. Googlemail.com was ok.? very strange.
So when I connected the same macbook to other wireless connections it would work perfectly.???
So after many hours wasted messing around, I managed to get the right person at the right time via BT helpline in the UK not India. (India helpine just say "we are not trained in Apple".
So the very polite man from UK Helpline provided me with the solution.
GO TO > Apple Icon top left > System Preferences > Network > Wireless >
Select your wireless connection > Click Advanced lower right on popup
Select DNS tab
Click on the + under DNS left pane and type the following :- 208.67.222.222
Click Apply
BINGO!!!!
I hope this helps someone, as I know how painful these types of issues can be.
Cheers

Hi Haggie
Had a similar experience but couldn't work out why macbook was working and imac not. I hate verification with bt. Anyway, tried your method and as you say eureka! Did have imac plugged in before and put it on wifi to try your fix I will try plugging broadband back in to see if that works and will post back but at the moment just enjoying the moment!
Just to say a big thank you for not only sorting the problem out but equally importantly posting the answer! Too many people sort out their problems without letting other people know how!
Many thanks

Connection issue on new infinity

Hi, would appreciate if anyone can shed some light on the issue I'm having.
I live a fair distance from the local village, so I can't get full infinity, but I do have infinity to a certain point, then copper cable for the rest of the distance.
Well aware I'm not going to get amazing speeds, but I was estimated at getting between 11 and 18Mb (compared to my old 1.5Mb it's a huge upgrade).
Got switched on yesterday, and was slightly disappointed when I tried my first download. I registered max speeds of around 6Mb, so did a bit of snooping around looking at my settings etc, tried a router reset and looked at the connection speed. Something I also noticed was my upload speed is even worse than when I was just on normal BB, used to be circa 0.3Mb upload, now 0.16.
So I checked the connection status on the router, and it's showing a connection speed of 14.xxMb and upload was something daft like 0.18. So the upload speed marries up (even though it's rediculously slow) but the download speed doesn't make sense, considering I'm connected at 14Mb but I'm only getting download speeds of 6Mb (600kbps, whereas I surely should be seeing speeds of 1.4/5mbps)?
Am I right to think something is amiss here? To be fair I really don't mind the speed at the moment, I can finally stream youtube at 720, whereas 360 was pushing it before
There's a couple of thing's I'm going to try tonight, as I'm using a very old long run of cat4 to connect to the router at the moment. So I'll move the router close to the pc and try the cable that came with the hub. Also, haven't tried wireless speeds yet which would also show a problem with the wired connection.
I would phone up BT but really don't want to talk to India again as you just go round and round in circles.
Solved!
Go to Solution.

Cat4 cable consists of four unshielded twisted-pair (UTP) copper wires with a data rate of 16 Mbit/s and performance of up to 20 MHz.
Can you post your helpdesk data from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254 or http://bthomehub.home
Please miss out any data you don't want to post
If you found this post helpful, please click on the star on the left
If not, I'll try again

A Tale of Woe --- Infinity Installation

It's now over a month since I originally ordered infinity and telephone with BT, and I have neither - both have never worked at all. There have been multiple failings on the part of BT, from two engineer visits (who failed to properly document the fault) and the technical faults team (who did not listen to me, did not record information properly and did not properly assess the fault).
I've been very patient and polite throughout the whole endeavour; however I’m now being told that I have to wait another month to have my broadband and phone line installed. This is not acceptable, and is over 2 months since I originally ordered! If BT had listened to me, or functioned in any type of efficient manner, my situation would now be resolved. I can't even find the correct place to document a complaint, so public is always best.
Timeline.
14/12/2013. Ordered Unlimited BT Infinity 2 and phone line. THIS IS A COMPLETELY NEW INSTALLATION. We had just moved into a new property, and have NOT had a broadband or telephone connection before at a previous property.
24/12/2013. Engineer arrived to install broad & phone. He failed to get anything (either phone line or broadband) working. He said that there was an issue with PCP. The line had been set up on the incorrect "green box" - one that was over a mile away, instead of the box just down the road from us. He said, it looked as though the line had been transferred from the previous owners to us, instead of being set up new. He said that he would report this back to BT, as it required an Openreach engineer to sort it out. HE DID NOT DO THIS.
27/12/2013. I called BT, and went through an automated system. This tested the line and found a fault on the line, generating an automated response for the fault on both the phone line and the broadband.
27/12/2013. I called BT again, as I was sure that I should explain what had happened with the engineer (and explain the problem with the PCP) - I was confident that the automated system would not be enough to get this problem fixed in the most efficient way. I was told that a general fault had been found in BT's network, and that it would be fixed on the 06/01/2014. Instead of listening to me about the issue with the PCP (which had been explained to me by the engineer), the CSO bluntly refused to take the issue further, stating that it was a "general problem in BT's network" that would resolve my issue once dealt with. As above, this is NOT a BT network problem, it is a problem that is specifically to do with the property and how it's been routed. I was told that if it did not resolve the problem I would be entitled to "compensation" - which I am now due. I specifically asked the CSO to make a note of this on the file.
02/01/2014. The Broadband fault was closed with absolutely zero feedback to myself or anyone looking into it.
02/01/2014. I contacted BT via chat so see why the broadband fault had been closed when it was not working. I was told that the broadband would not work with the phone line error. No explanation as to why it had been closed was forthcoming. CSO was blunt and unhelpful.
06/01/2014. The Openreach engineer arrived. Lo and behold, he told me EXACTLY the same thing as the previous engineer - the whole set up from the beginning was incorrect. We have been set up on the wrong PCP, and the line needs to be set up again from the sales end. He did a 5 minute line test and then left. I had to wait 10 days, for a 5 minute chat to tell me something that I already knew, and that, had the CSO I spoke to on the 27th listened to me, would probably be fixed by now. THE ENGINEER DID NOT REPORT THIS.
07/01/2014. Once again it was up to me to contact BT to have the matter resolved. Spoke to tech help and requested that this matter be looked into urgently. I was told that the engineers marked the fault as fixed – contrary to what the engineer himself told me yesterday. Apparently this “fault” needs to be sent back AGAIN to the engineers to get reinvestigated, and I would be contacted in 24 hours. I said that I would like to hear back within one hour (as I just keep getting fobbed off), and the CSO “Ratna” agreed that I would be contacted at the time specified today by them or their supervisor. The call-back came (2 hours late), which was then apparently too late for the CSO to contact the relevant team and hear back from them today – so they will be calling me tomorrow. BT has now agreed that there is a “cabling issue”.
08/01/2014. Had a call from BT at 1pm today – unfortunately this was during my lunch break and I missed it. No message was left to inform of what it was regarding, or what the call-back number was.
08/01/2014. Spent half an hour in a queue waiting to speak to a chat agent only to be told (when I reached number 1 on the queue), that the session had been cancelled as there we “no agents available”
08/01/2014. Went through the chat queue again however Ratna had apparently gone home for the day, so I spoke to Sanjog instead. I was then told that the engineers need more time to check the fault and that I would get a call back tomorrow. Sanjog then proceeded to reject the “cleared” mark on the fault (again?), and tell me that the engineering team close at 5 so he would be unable to contact them now.
10/01/2014. Didn’t get a call back yesterday, so spoke to chat again today. I was told that the line was connected to the wrong distribution point (as I told the BT on the 27th December), and that the technical faults team would be unable to deal with it. I was then told that I would need to speak to customer options, and that they would need to place a new order for the line. The CSO on chat, then called me to transfer me to customer options. After about half an hour on hold, I spoke to the same CSO, and was told that customer options would actually be unable to deal with it, and that she would need to send an email to the engineers and that they would be contacting me directly today.
10/01/2014. Spoke to the sales team this afternoon who went through the process of setting up a new order. I was told that I would need to wait until the 27th January for the engineers to come out to install the new line. Half way through setting up the order I was put on hold and the line cut out after about 10 minutes.
10/01/2014. I expected an immediate call back to complete the order however this did not occur. Instead, it was left up to me to call back and spend an hour on the phone trying to find someone to complete the order. I eventually found the same operator who completed the order for me. I was then told that I would need to wait until 25th February 2014 for the new line to be installed. I said this was not good enough (and she agreed) as it was nearly a month since placing the original order, so she sent an “email” to her manager, who would call me back to arrange a much closer date for the installation.
14/01/2014. I never received a phone call from BT, so it was once again up to me to call and explain the same thing again, to try and have someone bring the installation date forward. I spoke to order management who (once again agreed) that the time I had been waiting was beyond ridiculous. So had to “email” an escalation claim to OpenReach in order to try to get that date pushed forward, which she did.
16/01/2014. I actually got a call back from BT! However, it was simply a rejection message “All engineering resource in your area has been allocated to work on repairs to the network as a result of the recent bad weather across the uk”. So they were unable to bring the date of the appointment forward. I find this hard to believe that BT cannot spare one engineer for < 1 hour to install a new line for me, given the huge amount of time it’s taken to get to this point.
Summary of Failings:
I was told what the issues were by two separate engineers. A new line had to be installed to the nearest PCP by placing a new order with sales. Neither properly documented this with the faults team or followed up on what needed doing. It was left up to me to try and explain.
The faults team categorically dismissed everything I said, and did their own thing. By following that processes, it took over 2 weeks for the original fault with the line to be discovered. If either the engineers had properly documented the faults, or the faults team had listened to me at the very beginning of the process, the new line would have been set up, and I would now have broadband.
On multiple occasions I did not receive call-backs that were promised and it was left up to me to contact BT. This was a failure on all fronts, technical support, engineers and sales were all supposed to call me at some point, including management, supervisors and CSO’s. This is a failure from bottom to top.
All correspondence between different teams appears to have been completed via email. I asked on multiple occasions to have the matter resolved there and then, and was always told that it would take 24 to 48 hours to complete. This is ridiculous that apparently the teams have no direct line of communication. It would have taken a 5 minute conversation with the correct person to sort out the entire mess.
What Now?
So, who do I contact to complain about this? I've had enough of the useless chat & telephone CSO's, and I'm not going to wait 14 days for a response from a letter. Does BT not have a complaints email address?

Why is so hard to complain to BT?
I just went round in circles with a chat representative who categorically refused to put me on to their manager. It states in BT's complaints procedure that:
"We aim to resolve your problem to your complete satisfaction as quickly as possible. If we can't resolve your problem immediately we will agree a course of action with you."
I've now been waiting 3 days to be contacted via the forums mods. I would hope that this has been processed as an "expedite" case, due to the fact that it's been over a month since the original order was made. This is neither quick, nor satisfactory.
I just want to speak to a manger who has the ability to do something. I'm absolutely fed up of being fobbed off by CSO's. Take a quick look at the chat transcript below if you fancy a lesson in how not to deal with a customer who would like to complain. . .
*Transcript Removed.
The "complaints specialist" CSO above did absolutely nothing to resolve my complaint and then closed the chat session!
This is seriously bad practice ^^ BT's complaints team are not even following their own complaints guidelines.
I really hope that this is an isolated case. If all cases are dealt with such disdain then BT will be suffering a Class Action Lawsuit against them in the near future. I've now wasted such a huge amount of time trying to get this issue sorted satisfactorily and not one single person in BT cares.

Infinity sucks

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