The BT Vision Saga

Question

Hi guys,
Over the last several months I have been experiencing problems with both BT Broadband and BT Vision. Every day between 19:00hrs and 22:00hrs (approximation) my broadband connection would become sporadic, disconnecting and reconnecting, not to mention the incredible slowdown even when just browsing the internet. The BT Vission service would act in a similar way although this would normally go on from about 19:00hrs until sometime between 23:00 and 06:00hrs.
With BT Vission the main problem would be that access to On Demand content would be spotty and, like the broadband service, would cut off at random during the said time frame. Some days would be worse than others and some days there would be no problem at all. Another issue I have with BT Vission is the inferrior quality of the Freview reciever built into the BT Box. Quite often many of the freeview channels would stutter and stall. The picture would become pixilated and the sound jittery. Despite the fact that I live less than a mile from the neareat transmitter (I am actually looking at it from my livingroom window as I am typing this) and despite the fact that I have had no problem recieving any and all of the Freeview channels flawlessly with even the cheapest of boxes BT still insist that the problem is not with the hardware in the Vision Box. 
I have the old grey Vision Box and eventhough I have been a loyal BT customer for the last five years I have never been offered a hardware upgrade. It is the same with the BT Homehub, but that is another story altogether.
After numerous calls to the India based call center and after spending countless hours on the phone with different representatives, each claiming that the cause of the problem is something different and each assuring me that whatever little scripted ritual they have performed has cured my system of whatever demons have been haunting it the problem still persists. Every time I have called the call center the person I have spoken too has promissed me that I would get a followup call in seven days to make sure the problem has indeed been fixed. As I said earlier the problem started several months back and that is when I placed the first of many calls and I am yet to get a followup call from anyone at BT.
Since none of the people charged with diagnosing the problem have seemed terribly helpful, or indeed able to fix the problem I have decided to cancel my BT Services and move to Sky. When I called to cancel my BT Vision account the person I spoke to in the retentions department offered to replace my box and hub, something that I had requested for months, and to send out an engineer to do an inhouse check. If this had been BT's initial response rather than turning me off by having me go through months of frustration getting nowhere with the scripted call center fixes I would have been more than happy to stay with BT. However, since this only became an option when I called to cancel it makes me think that the company doesn't really care about fixing the problems that its customers are experiencing unless it absolutely has to.
After the gentleman from the retentions department had gone through various things that he was prepared to offer me to stay with BT I told him that I still wanted my BT Vision cancelled and asked that the service be disconnected the day before the new billing period starts (this was still two weeks away), to which he reluctantly agreed. However, five minutes after getting off the phone to him I find that he has cancelled my BT Vision effective immediately. I even got an email confirming that I had agreed to this, which I had not.
I like the idea of BT Vision and it is a great product at a great price, but in my experience, when it seizes to function correctly you are left to suffer with no actual support from BT. Not to mention the vindictive nature of the company when I chose to cancel my account after five years of loyal subscription.
Never again,
Jinks

Answer 1

Just to clarify. I wonder why someone who has left BT would come suddenly to this forum and tell us why.
Secondly he seems to describe the cancellation process for Sky not BT who do not do deals on Vision or anything else for that matter except BB prices.
Thirdly his problems were easily solvable and if he had known of this forum surely he would have asked for help?
His Freeview reception was down entirely to aerial problems and nothing else. His BB problems would have been easily sorted by BT and would probably be down to congestion on the exchange which a lift and shift would have solved.
Lastly this is a peer to peer help group for folk needing help with BTVision the OP did not request help or add anything worthwhile to the forum.
Lastly he joined solely to make this post.
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