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Marketman
Aspiring Expert
1,006 Views
Message 1 of 19

Another Customer Let Down By Poor Customer Service

I recontracted Infinity 1 for 12 months with the promise that I would get upgraded to 52MB max speed, the completion date being 20th May (last Friday), nothing was happening on that day so I checked 'track my order' which stated my order was 'waiting fo information', puzzled by this I contacted BT Technical Help (India) and I was assured that the speed upgrade would occur at midnight of that day and to ignore the 'waiting for information' on my order.

 Needless to say nothing happened - no speed increase and 'waiting for information' was still on my order.

 So once again I called BT Technical Help (India), who kept me on the phone for some considerable time, but he assured me that my order would be completed within the next 48 hours and he would call me at 5pm on 30th (today) to make sure I was satisfied, needless to say again, no call has been made to me, my speed upgrade has not been made and my order still says 'waiting for information'. 

  What do I do next?????????????????

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18 REPLIES 18
Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,002 Views
Message 2 of 19

Re: Another Customer Let Down By Poor Customer Service

Are you sure your line is capable of the increase?

 

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

Then, if you have a Home Hub 5, please display the full connection statistics including noise margins, by following the instructions on this page.
 
Check your connection speed for the Home Hub 5
 

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john46
Distinguished Sage
997 Views
Message 3 of 19

Re: Another Customer Let Down By Poor Customer Service

all you can do is wait for the order to close

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome
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Marketman
Aspiring Expert
995 Views
Message 4 of 19

Re: Another Customer Let Down By Poor Customer Service

No I'm not sure line is ok, but both tech guys spent ages doing all sorts of checks and making internal phone calls, they never said it couln't be done, and as I said in my comments above, I was promised it would be done. My current speed is around 22.5MB/sec. On checker VDSL A is32.4/22.4 and VDSL B is 23.7/10.5
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Marketman
Aspiring Expert
984 Views
Message 5 of 19

Re: Another Customer Let Down By Poor Customer Service

Well guess what, just had the phone call from the same tech guy (only 1 hour late) , I now have to wait another 72 to 86 hours, I am assured that this will then be resolved, along with another problem I'm having with Nat Geo HD (see my comments in YouView forum)..........so we'll see.....
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imjolly
Distinguished Sage
Distinguished Sage
983 Views
Message 6 of 19

Re: Another Customer Let Down By Poor Customer Service

if you have a hh5 can you go to troubleshooting then helpdesk and post the stats



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john46
Distinguished Sage
964 Views
Message 7 of 19

Re: Another Customer Let Down By Poor Customer Service

with the speeds you have posted from the checker you will not achieve any faster speeds then you now have
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gg30340
Distinguished Sage
Distinguished Sage
957 Views
Message 8 of 19

Re: Another Customer Let Down By Poor Customer Service

 

You will only ever get the best speed that your line can support and going by what you have posted, that is 22Mbps. Even with a perfect line you are only estimated to get 32Mbps. 

 

As you are not even achieving the maximum speed for the "old" 38Mbps package so you will not see any improvement by re-contracting onto the 52Mbps package.

 

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Marketman
Aspiring Expert
910 Views
Message 9 of 19

Re: Another Customer Let Down By Poor Customer Service


@gg30340 wrote:

 

You will only ever get the best speed that your line can support and going by what you have posted, that is 22Mbps. Even with a perfect line you are only estimated to get 32Mbps. 

 

As you are not even achieving the maximum speed for the "old" 38Mbps package so you will not see any improvement by re-contracting onto the 52Mbps package.

 


So what you are saying is that they persuaded me to take out a new contract under false pretenses, that is illegal isn't it?

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imjolly
Distinguished Sage
Distinguished Sage
894 Views
Message 10 of 19

Re: Another Customer Let Down By Poor Customer Service

you probably have been upgraded to the new infinity 1 package of 55/10mb but due to your distance from the cabinet you will not see any benefit.  so I suppose you have been upgraded.  there is nothing that can be done to increase your speed apart from move nearer the cabinet or vice versa



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