Re: Infinity installation: Engineer appointments b...

just to let you all know i too orderd bt infinty 2 got a appointment for 24th april 2013 and to be in from 8am to 1pm well i stayed in all day no one called or phoned to explain whats happening or why the delay etc,  the same time come 1pm my phone line went dead and internet too not botherd reg internet but needed phone as iam a heart patient and if in difficulty my home number is recognized as soon as i contact my local hospital in case of emergency, so i was quite shocked when bt failed to install my new product and at the same time no one could contact me or me phone anyone in a emergency, just wonderd why i choose to leave talktalk and before them tiscali before them lineone for 18years no probs soon as ive changed to big company like bt they let me down.
What have i let myself in for time will tell ???????????
VERY POOR BT. AND NO ONE WANTS TO KNOW IN CUSTOMER CARE, BUT HEY YOU HAVE TOOK MY MONEY IN ADVANCE TOO

I WONDER HOW LONG I WOULD STAY IN BUSINESS IF I CHARGED ONE OF MY CUSTOMERS £135.00 FOR REDECORATION OF A ROOM  LEFT AND NEVER TURNED UP AGAIN OR PHONED THEM EXPLAINING WHY, (**bleep** TURPIN) IM AT MY NEIGHBOURS HOUSE AND FEEL ASHAMED BECAUSE THEY HAVE MY OLD ISP TALKTALK WHO I LEFT FOR A SUPPOSED BETTER FASTER SERVICE BT , LOL BUT ITS NO JOKE I HAVE TEENAGE SONS WHO ARE NEVER OFF INTERNET AND BOY ITS DOING MY TICKER NO GOOD I GOT THAT DESPARATE BEFORE SEEN A OPEN REACH FIBRE VAN PARKED UP  DOWN THE STREET AND I ASKED HIM IF HE COULD CONNECT ME I WOULD PAY HIM CASH LOL AND HE JUST SMILED AT ME AND SAID NO  .. I KNOW IM STUPID ,,BUT STUPID FOR PICKING BT ( OH IM PAYING FOR ANYTIME 7 DAYS A WEEK PHONE ONLY SAYS WEEKEND AND EVENING CALLS IN MY ACCOUNT  ?? )

Similar Messages

  • Awful service from infinity installation engineer

    We had our BT Infinity installation engineer visit today and are trully shocked and disgusted with the experience.
    I was working so my wife took the day off work for the engineer visit.
    The engineer was a SUB CONTRACTOR as we found out to our dismay.  Not only was he obnoxious and downright rude to my wife throughout his rushed 40 minute visit he failed to do what he was supposed to be there for.
    I got home from work to find ;
    1.  my wife so upset at how she'd been spoken to she was nearly in tears.
    2.  the television unit left in the middle of the living room with loose wires everywhere.
    3.  my BT vision not connected to the internet (on inspection the engineer hadnt even plugged it into my hub)
    4.  my BT infinity router setup right next to living room radiator a direct heat source! (refused to place it anywhere else, refused to discuss more appropiate locations as he 'didnt have the time for this'
    5.  no devices set up to our new connection and he would not even try as he 'wasnt good with computers' (despite BT clearly stating that the engineer will conect your main computer to the new connection)
    I then had to sort the whole mess out myself, even though im charged £25 for the engineer who was supposed to do it all!
    I have phoned BT customer services who promise me this has been 'escalated' as a complaint and someone will be in touch within 24 hours.

    @Stilll40
    'Do you recommend that I get in touch with BT to ask if I will be sent an "independant contractor" or a BT engineer?'
    BT won't know if its a Contractor who is sent. Also it won't be a BT Engineer as they don't install FTTC/P services. It will either be an Openreach Engineer or someone from Kellys Communications or MJ Quinns.
    Jobs aren't issued to Engineers until the morning of the appointment day so the only way to know if it is someone from Kellys, MJ Quinns or Openreach is to wait for them to arrive at your house.
    Thing you have to remember about MJ Quinns and Kellys is their Engineers get paid per job they do, not a salary. Therefore they don't have time to go running 20 to 30 metre data extension cables round your house. Usually with them you either have it at the current NTE location or lump it.

  • BT Infinity Installation Options

    I'm awaiting my Infinity installation and need some answers to decide on the best options for siting of modem and hub.
    I've gone to great lengths to conceal all telephone wiring in my house, so don't relish surface wiring of a data extension cable. Existing cabling consists of master socket in hall with two separate 6-wire cables to extension sockets upstairs. One of these is currently used as the Total Broadband connection point.
    Option 1 Site modem and hub by master socket & fit a wireless dongle to PC upstairs to connect to hub. Problem is only one power socket near master socket, & much domestic earache anticipated re more kit plonked in the hall.
    Option 2 Site modem in hall and hub by PC upstairs. Internal routing of the data cable would be very messy and unsightly. This could be minimised if the cable could be routed mostly outside the house, but can this be done? Is the cable sheath suitable for external use?
    Option 3 Make the telephone socket by the PC the master socket. Can this be done with only one 6-wire cable connected to it from downstairs and still retain service to phones in the other bedroom and the hall? This would be the preferred option so as to eliminate the earache.
    If Option 3 needs a new lead-in cable to bring the external service into the resited master socket, can the BT engineer provide it? If not can I install it for him to make the connections?
    Authoritative answers will be much appreciated.

    from another s todd..... but not authoratitive.
    I'm not sure what your separate 6-wire cables to extension sockets upstairs are.  If these are good quality cable that you could repurpose as an eithernet cable, then how about modem in hall and PC upstairs (like option 2), but using the existing cable to connect.
    I think a normal ethernet cable could be run outside the house without sheathing and last a good few years

  • Moving Home - Infinity Installation before Phone L...

    I called BT yesterday to arrange my house move and they helpfully arranged an engineer visit on the 18th September to do the installation. Later I received a confirmation email to say that the BT Infinity installation would be on the 18th but the Phone line engineer visit would be on the 20th! Given the current owner has Virgin I suspect the BT infinity engineer will struggle if the phone line isn't connected first.
    I phoned back and spoke to someone who seemed to suggest that it would be resolved on the 20th. When I got BT Infinity installed in my current property it took about a month and 4 engineer visits. Is there anything I can do to reduce the risk of delays beyond the 20th? My wife suggested that I cancel the order and start again from scratch.

    Unfortunately, 2 weeks after my activation date, I'm still no closer to having broadband or a phone line. The problem is that the existing line into my property has some branches of a dead tree resting on them. BT won't do anything until the branches are removed. The tree is the responsibility of my county council who have granted BT permission to cut back the tree. BT have given me 4 different dates when the tree will be cut and each day, when I get home from work, I'm disappointed to see the tree hasn't been touched.
    Luckily I was told that FTTP is dealt with by a specialised team in Dundee which I figured out I could get through to each time by refusing to enter my phone number and pretending I wanted a new phone line. Once I get through to sales, I ask them to transfer me to the FTTP team and it works quite nicely. Before I learnt this trick, I ended up talking to someone who was reading from a script and was unable to help at all. It was always best to politely terminate the call and try again for the Dundee FTTP team who don't appear to blindly follow the script and are actually able to call "the engineers" who I assume means BT Openreach. Eventually someone in Sales gave me the direct number for the Dundee team so no boring IVR menus for me anymore! This helps a lot given I need to call every time I see the tree standing there... mocking me.
    At least I'm getting lots of DIY done without the internet to distract me.
    My guess is that I'll get online in November but will be pleasantly surprised if it happens before then. Thank goodness for unlimited internet on GiffGaff.

  • Queries in advance of Infinity installation tomorr...

    Received BT Home Hub 3 today for Infinity installation tomorrow (expected) and posing queries in advance:-
    1)      What is on the BT Infinity CD?
    2)      Are all the current modems being supplied by BT the same or are there variations?
    3)      Will micro filters still be needed around the house?
    4)      What is the Wireless pin number used for?
    5)      What is the Admin password used for?

    wunay wrote:
    Received BT Home Hub 3 today for Infinity installation tomorrow (expected) and posing queries in advance:-
    1)      What is on the BT Infinity CD?
    It has a lot of rubbish to slow down your broadband connection/pc.
    2)      Are all the current modems being supplied by BT the same or are there variations?
    They're are two modems that they use which are HG612 and ECI, the one given to you will normally match the manufacturer of the cabinet. There is a 3rd but can't remember what it's called and it's hardly used anyway I believe...
    3)      Will micro filters still be needed around the house?
    No, he will install a filter on to your master socket.
    4)      What is the Wireless pin number used for?
    Not sure, never needed it as of yet.
    5)      What is the Admin password used for?
    Used to access your HomeHub settings, which you can see here.
    If this helped you please click the Star beside my name.
    If this answered your question please click "Mark as Accepted Solution" below.

  • How can I contact an installation engineer prior t...

    Been trying to find a link on the website for the installation engineer as I have a challenging installation scenario.
    Any ideas on how to do this?
    I need the new line underground through a duct already in place, but need to check a few things first.
    All thoughts welcome!
    Thanks in advance.

    If you have a BT job number for the installation, ring BT and ask them if they can get the Openreach engineer to call you at home, prior to install.
    If you don't have a job number or order number, it's academic....you havn't ordered anything.

  • BT Infinity Installation- a sorry tale of obfuscat...

    Nov 25th   Infinity 1 + phone ordered
    Dec 9th     Installation date  0800=1300  Monday
    Dec 9th     10:00 call from engineer at the cabinet ,be with you in 20 min
                    10:20 call - a problem , have not got the key to the cabinet !
                    Rest of the day - waiting to see if he can get a key - never hear from him again
    Dec 10th   Tues, Phone BT for new appointment -note they did not contact me following failed 1st attempt
                    New date Wed Dec 11th  13:00- 18:00
    Dec 11th    Wed,  Wait in all afternoon - no show, no phone call
                    18:30 call BT - no apology, no offer of new appointment. Will call me 8-9 am tomorrow.
    Dec 12th    Thursday 8-9 no call
                    09.30 call BT. Order Tracking say they will talk to engineers for new dateand call back
                    10.30 BT call back and say they will call back by 20:00 tomorrow ,Friday to arrange a date NEXT WEEK
                             I ask to speak to manager to complain. She will call bnack by 8 pm
                    11:00 BT  man calls to say he has appointment for tomorrow Friday .Choose pm.
                    19:00 BT *Employee name removed.  (manager) calls back in response to my complaint. Says she will check on my new date 
                    19:30 BT TL sidekick calls back to say there is no record of Fridays appointment and will call me Mon am
    Dec 13th    Needless to say no BT engineer
                     Phone BT about lack of Vocemail and Caller Ident. He says it will be avilable Dec 18th. Also says there is      
                     (another ) Home Hub on its way?
    Dec 16th    Monday  11:00 BT *Employee name removed calls to say a manager will hone before 6pm
                     6.05  *Employee name removed BT calls to say it will take another 24 hours to fix their system for making appointments
                     which cannot be done any other way e.eg manually by phone
    Dec 17th    Tuesday   10:00 Sam BT says problem fixed and she will talk to engineers today.
                     Then followed a series of calls to and from BT interspersed with emails ,all offering appointments which were 
                     then cancelled or changed.
                     Wed am
                     Wed pm
                     Thurs am
                     Jan 7th am
                     Thurs pm
                     Settled on this last ,the 8th attempt
    Thurs 19th  10:30 checked by phone that it is still on
                     14:00 Engineer  arrives (contractor)
                     14:25 Engineer departs with Infinity up and running and computer and iPads wifi working. 38 down and 8 up.
                     19:00 Sam BT calls to offer some compensation  3months broadband and after my suggestion Installation fee
                      which I calculate as 3 x £15 + 30 = £75
    Friday 20th  Another BT manager( not *Employee name removed who is supposed to be handling my original complaint) calls to           
                      apologise and attempt to explain the whole **bleep** up. It seems that they ,BT Order Tracking have no actual
                      influence or control of how Engineers (mostly contractors) arrange installation appointments. The customer can
                      only talk to them, acting as the middleman. But they cannot insist on Engineering doing anything.
    So 9 days later and on the 8th appointment the broadband is working. But have had no internet for 9 days since BT cut off the previous supplier on the evening of Dec9th despite the fact that Infinity had not been installed (by BT!) 
    A complete and utter farce which had me laughing in disbelief in the end. 

    jcmt wrote:
    Perhaps it is time to remind you that Openreach is a BT Group business. So you and your fellow moderators continual bleating that  "there is nothing to be done"  about Openreach's incompetence  and BT's inabaility to do anything about it does not wash.
    The only BT Employees are the moderators, who have not posted on this thread. The rest of us are only BT customers, so perhaps you would be better directing your complaint to BT?
    The forum title.
    Join the conversation in our Customer Support Community
    This is where customers help each other get the most out of BT products & services. If you need direct help from BT or have an urgent problem please Contact Us.
    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 Installation Issue

    Hello
    Im a new BT customer, and I had my BT appointment for installation last Friday (16th May) to install Phone and Infinity.  When the Kelly engineer arrived, he said the line had a fault on it, and that Infinity wouldnt "sync" or something like that, and that my line would need new pairs?   So he said he couldnt do that only an openreach engineer could.  So he would have to raise it with openreach, and another appointment would be required.
    I have since received my appointment (2nd June),  which is totally unacceptable,  as I need access to the internet as I work from home a lot( or at least I did!!).   I have tried contacting customer services, and being passed around from pilar to post...eventually I got through to some who I thought was helping....only for them to state that there are no earlier appointments, and that I would have to wait.
    As you can imagine, my first experience of BT is not a good one....and perhaps I am remembering the reason I left in the first place.....terrible customer service!
    In addition the Kelly engineer said he would switch me back to Sky....which he obviously didnt, as my number and service is ceased with Sky.  Not a good experience.
    Dean

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  • BT infinity installation / appointment cancellatio...

    To: Warren Buckley, Managing Director, BT Customer Services
    Dear Mr Buckley
    I am sorry for contacting you, but feel I have no option left but to take this to the top.
    First of all, I run a broadcast systems integration company and in my day-job we work with BT a lot with and on behalf of our customers.
    Having recently moved house to a small village just outside the town where I have my headquarters, I found out that it is possible to have BT infinity installed at my new house. Just over a month ago (15/9/2012) I ordered infinity and was given an installation date of 19 October 2012 (yesterday)
    I took a day off work and waited at home all day however never got a call, sms or email to suggest that the appointment I had booked was going to be cancelled. It was this morning (Saturday 20 October) that I received an automated SMS from BT saying: “BT here, We’re sorry you missed your appointment, to book another visit, go to www.bt.com/ordertracking or call us on 0800 800150”
    I then called 0800-800150 and tried to get through the customer defence system and spent over 30 minutes on hold, only to be cut off when someone did finally answer. I called again and managed to get through to an advisor in Bangalore who then managed to disconnect me too after having explained the situation.
    I then went online and spoke to one of your online chat people and asked to be called back, which he promptly did, and then explained that he was in billing but that he would put me through to the order tracking department.
    I was put through to Mala in Bangalore and explained that I had taken a day off work but that no BT engineer called in to work on my connection. I explained that around 11am I saw a BT engineer (BT Openreach) working on cabinet 14 in my village and that this engineer said that a BT engineer would be coming to do the installation in my house. The slot was from 0800-1300 however by 1300 no-one had called into my house (the door was open and I was at home) and by then the BT Openreach engineer had left the village. I waited in all day but no-one turned up nor did I receive any calls or emails.
    I should also like to add that when dialling the order tracking department on 150, the automated voice states: “If the engineer starts the job before the end of the slot your job will still be completed on the same day”
    Yesterday my job was started within the timeslot allocated, yet no-one advised me that it was going to be cancelled or moved to a different day. As per the message on your automated service, the job should have been completed the same day.
    I then explained to Mala that I found it extremely rude to not have been updated by phone (you have my contact number on your job sheet) or that I didn’t even get a courtesy email or sms to explain that the job couldn’t be finished. I was then transferred to her floor manager:
    Ragu told me that the job was now rescheduled to Friday 23 November 2012 between 0800-1300. Bearing in mind that I placed the order on 15 September 2012 and already had to wait a month, it is a total insult to suggest that I should join the back of the queue and wait for a new appointment. Just for your information, I just went online and tried to book a new appointment and the earliest date that came up was Friday 23 November. This is clear proof that I have been moved to the back of the queue.
    I appreciate that I am only a home customer and completely insignificant in the grand scheme of things, but I cant go to any other company to get internet at my property. I have already paid £180 IN ADVANCE on 15 September 2012 to get this connection yet have not yet received any service. Now that I have been moved right to the back of the queue I have to wait another 5 weeks before they will look at my job again. I find this insulting and fraudulent as you have  already taken my money without providing any service.
    Clearly this is not acceptable to me, for one I have had to take a day off work and if I had had a courtesy phonecall at 1300 to say that they wouldn’t be turning up in the afternoon I could have gone back to work for the rest of the day, secondly, I don’t have internet at home so couldn’t even do any work from home and thirdly to now have to wait another 5 weeks is completely unacceptable.
    Ragu said that he could do nothing to bring the appointment forward and I explained that he would need to speak to a senior manager within Openreach (which I understand is an external contractor anyway) but that I want someone to finish the job today or at the latest Monday 22 October and that I would not accept a new appointment on 23 November. Whilst Ragu was on the phone I dialled the order tracking telephone number and  this is what the automated voice says on your order tracking service: ““Your new appointment has been booked for Friday 23 November between 0800-1300. If the engineer starts the job before the end of the slot your job will still be completed on the same day”
    I explained to Ragu that BT promises to finish the job the same day if they have started, even if the engineer starts close to the end of the timeslot – I made him listen to this message on my office speakerphone so that there was no confusion, and he accepted that this is the case, yet he said that they didn’t finish it yesterday and that therefor I would be given a brand new slot and the first available slot is on 23 November.
    Whilst I appreciate you have more important things to do, your name is at the bottom of my order confirmation so as your order services team in Bangalore couldn’t not help I am respectfully requesting for you to resolve this.
    Ragu also told me that he couldn’t give me any compensation for any of the delays or having to wait at home and losing a day’s work, he said that BT would look at it at the end of the job and then consider if compensation was due. Throughout the conversation I remained civil, I never swore and I never personally blamed him for this extremely bad customer service but made it very clear that I was very dissatisfied, found it unacceptable and that I wanted him to take action and resolve this issue. Ragu’s answer was that he could do nothing and that I would be placed at the end of the queue like a new customer. He said that he would email BT Openreach team to see if they could treat me as a priority customer but that he could not get back to me to let me know if this would be done or not, nor could he promise anything other than being moved to the back of the orderqueue.
    I will also post this message on the BT Care forum and link to it on your twitter account, and respectfully request an answer back via email and by phone. I trust that you understand that I am extremely dissatisfied with the lack of service and that if I had any other options of getting internet at my property that I would have done this.
    I should also add that when I first was given the date of 19 October I asked the advisor if there was any way to get internet sooner, and was told to ‘leech’ one of my neighbour’s BT Openworld connections and purchased a new access point in order to connect to this, and at the time was given a username and password by your advisor. This logon lasted for 5 days and then got closed. This connection when it did work only stayed live for 15 minutes at the time as the DHCP lease only lasts 15 minutes.
    In the meantime I have had to purchase 30 days of connection from BT OPENWORLD, which ran until 15 October and now has also ran out. Today I was given another ‘free’ logon by your colleague Ragu and this also only gives me 15 minutes access at any one time and has a limited download on the account.
    I expect a reply to this message at your earliest convenience.
    Tom Haye

    Hi Tom,
    I am sorry that you have had problems getting your broadband installed.  I know that it is frustrating when appointments are missed and can imagine this is only added to when the next appointment offered is so far in advance.  I am terribly sorry that you have had a wasted day off and that you have been asked to wait so long for another visit.
    If you have sent this email to Warren's team they will pick up and get in touch with you shortly.  If you would like any assistance from the forum Mods in the mean time, even just a quick update, we will be happy to help.
    You can contact us direct by using 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
    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’.

  • 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.

  • Phone not working after infinity installation

    I have just moved my phone and broadband from Sky to Bt and the engineer called this morning to complete the installation. I have 2 phone sockets. When I had broadband originally installed it was before the days of filters so it required a BT engineer visit. As my computer was upstairs the engineer 'back wired' the sockets (apologies if I have the terminology wrong) so the adsl faceplate was fitted to the upstairs wired extension. Today, the Openreach engineer was initially puzzled but said he would be able to install the Infinity faceplate on the upstairs extension as originally fitted. He checked the line was ok, checked the broadband connection and put the faceplate back on the 2 sockets. After he left I tried to make a call via the downstairs socket without success and I assumed that the phone line had not yet been changed back to BT. This afternoon I received an email from BT advising that my phone was now active but the downstairs socket will not work. I am able to make and receive calls on the upstairs extension. I have just spent 40 minutes on the phone to BT, explaining the problem to 4 different people. Each BT employee advised that it would cost £130 for an engineer to revisit my house to correct the fault that they had somehow caused! To say I'm frustrated is an understatement. Has anyone any suggestions how I can resolve the problem. All 4 BT employees did not really understand the problem. I would appreciate any help.
    Solved!
    Go to Solution.

    You cannot use a phone connection for broadband when on Infinity. The only connection that can be used is that which comes from the home hub 3, which is near the Openreach modem.
    You have to use wireless, run an Ethernet cable, or use Powerline adapters.
    You phone should work if it is plugged into the botton socket of the new Infinity master socket.
    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.

  • What is the BT Infinity installation complaint pho...

    It's in the subject, really. We had BT Infinity installed three days ago and aside from the router having died already (Type A orange power light of death) and a replacement winging its way over, I want to complain about the installation work done. I would like either a phone number to action this or for one of the moderators here to pick up this complaint and action it immediately.
    I should have checked it at the time, but yesterday as I was bringing my bins in I checked the work done on the outside of my house to put the cables through the wall for BT Infinity. The engineer who did the job has managed to completely smash up the brick he's gone through, with large chunks having sheared off and just been left behind bushes in front of my property. For comparison, just next to the BT entry point is work done by Sky engineers who managed not to cause damage.
    The bloke was a contractor (MJ Quinn integrated services), not a BT employee, and I understand these cowboys are paid per job so it's in their interest to rush. I have however confirmed with my solicitors that since my dealings were with BT, BT are responsible for the damage caused.
    Solved!
    Go to Solution.

    lol thats a blowout. They do happen though especially if a lot of pressure is applied to the drill and you happen to be going through the middle of a brick. The installer should have at least applied silicone to the hole and tried to put the brick back together. Sky bloke was lucky in coming out where he did otherwise the same could have happened to him. 

  • BT Infinity installation cost

    I live in a three storey flat (2nd Floor) where the main BT installation is on the ground floor I am advised that I can receive Infinity  What, if any, is the likely cost of getting infinity into my flat, and how do I get BT to agree this before placing an order John P
    Solved!
    Go to Solution.

    The installation will be straight forward as the existing master socket will be used (assuming you have a landline connected) - the thing to watch out for is that you need 2 power sockets one each for Modem and Router which may be a pain if the master is in a bedroom (like mine) -it can be moved by the engineer doing the installation at no cost.
    Any costs will be as per the pricing on the website.

  • BT Infinity - Installation Log

    This is an installation log for those of you that are waiting for their new installation of Infinity. This will be my first time using the HomeHub and any kind of fibreoptic so this is a new experience for me.
    I'll update this log as an when things happen, good or bad. Please keep your negitive comments regarding the service away from this thread, as its primarily for people who are looking to see what happens when you signup to the product.
    HomeHub arrives via Royal Mail on the expected date. Its tracked (via the royalmail website) but doesn't require a signiture, very handy.
    Note that the postman is instructed to hide the box out of sight. It was left under my door mat, I lol'd when I arrived home to find the box (luckily, my door is inside corridor)
    Box arrived in a clear plastic wrapper and the art work was clearly visable.
    The warning advising that opening the box would cause mayhem, this was duly ignored.
    This is what the box contained.
    HomeHub2 with dust sheet thing.
    Cables, mains adapter, installation CD and wireless settings card.
    On Monday, hopefully the engineer will come down and change my face plate etc. I'll post pictures of the job he does with the wiring.
    Until then, I hope this helps with anyone that is wondering about the installation process, so far.
    If I helped, then consider clicking the star to the left

    Right, engineer arrived and we had a chat about how I want the cable routing. I went for the easy option of routing from the entry hallway, across the skirting board and under the door crack and across the wall to the living room.
    He installed an Oscillator into the master socket and then went to the Cab to do something. Heres the gear he left behind.
    Felt sorry for him as it was raining pretty bad over here and one of his umbrella's blew away lol.
    After some thinking, he thought it would look better if we went through the wall of the cloak room and installed the datakit on the other side of the wall. Which was great, it was amazing he even recommeneded it as it wasn't a straightforward route!
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    And heres my initial speedtest on day one at time of this post.
    I'll see how it goes later aswell.
    Overall, it was a pleasent experience. The engineer was enthusiastic and eager to makesure my cable routing was tidy. (maybe that cuppa tea helped!). Overall it took around 1.5hrs and he even took all his rubbish with him.
    I actually took the opportunity to ask him a few questions while he was here.
    The rollout is definatly profit based and ability to install. Even my engineer didn't have fibre in his area yet as its not viable. Remember it is profit based, not based on who needs it most. (dont argue about this please)
    It can take 48hrs for your speed to get to max (dependent) when the router is turned off and on again.
    If you are experiencing low speeds and you turn off your router regularly then you have probably been put on a low profile. Call BT and MAKE them understand is probably not the HUB and they will increase the profile.
    You can turn off the HomeHub at night if needed as it won't effect your linestats. Makesure you leave the Vdsl modem on 24/7 though.
    If you go on holiday you can turn the modem off. Its only when you turn it on and off, and on and off that causes the exchange to think you are erroring.
    I hope this log helps those of you thinking of getting it installed!
    If I helped, then consider clicking the star to the left

  • BT Infinity Installation questions

    Dear all
    OK, having signed up for Infinity, my new hub arrived today (prior to the engineers visit onTuesday) and having read the booklet / trawled the BT website, I'm beginning to realise that installation may not be as straightforward as I thought, specifically power socket requirements, having to use the master socket rather than an extension and the recommendation NOT to use wireless! However, for once I'm ahead of the game and have a few days to do some diy so I have a few questions.
    1) How long is the powerline on the Openreach modem? Turns out my master socket is in the kitchen by the sink and at least 2-3 metres from a power socket so I don't want to have an extension cord strung across the kitchen where it looks untidy / could get wet - also, is it one of those power supplies with a built in ac adapter (ie a massive plug but thin wires). If its long enough I can drill a hole in the wall and power it directly from a socket in the corridor.
    2) Can the openreach modem be connected to the mains socket at a distance? How far? I have two sockets on the other side of the kitchen - if so I could have the cord from the socket tacked around the door frame and over the freezer.
    3) Speaking of domestic appliances, the master socket is 20 cms from the washing machine and about 1 meter from the fridge freezer - should I expect this to cause major interference problems? No way round this, its a new house with a small kitchen and theres just enough space for both with no option to move them around.
    4) RE the homehub, that really needs to be in the living room as my nas server and sling box are pretty much physically tied to the TV. I saw talk of the engineer installing an extension line - do they bring that with them, do they charge extra etc?
    5) Finally, are BT just covering themselves with the wireless comments? My main desktop is in my office upstairs and connects just fine via a wireless G connection- I can stream HD content from my nas downstairs just fine and my expectations are modest for this service - I'm on 1.5Mbps currently (other houses in my street get 0.5 to 1!*) and see anything above 15Mbps as a bonus - the theoretical line speed according to BT is 30+ which I take with a LARGE pinch of salt.
    Any help / info greatly appreciated
    Scott
    *in fact my village got a special grant from the council to help pay / bribe BT into installing the fibre in the village because it was so bad. 

    I hear what your saying but not sure what the engineer can do - is it possible for the engineer to 'move' the master socket? My house has 5 extension sockets built in (not all in use - just 2) and is only 8 years old but the positioning of the sockets is pretty haphazard. My ideal scenario would be for him to make the socket in the living room the master socket but as I understand it that's a no no with this fibre tech.
    In all honesty its a stupid place to put it (not near power, nowhere to put a phone on a surface that's not likely to come into contact with water etc) but as I understand it, all the houses built in my road have similar locations
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    scott
    *to be fair, I signed up for info on infinity as soon as the village got the grant earlier in the year.. the other side of the village was switched on last month, now its our turn so I can't ask any of the neighbours of theirs work as they haven't got it either :-)

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