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Aspiring Contributor
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Message 1 of 9

BT Infinity Down Soon After Set-Up - BT Seemingly Unwilling or Unable To Assist

Hi All,

 

After some advice on how to handle a very frustrating problem.

 

I transfered from BE Broadband to BT Infinity in mid February. Everything was going well for a few days, before my connection suddenly ceased and the Hub began to blink orange/purple. This occured on February 21st.

 

I have since been on the phone to BT over 10 times, and have given over 10 hours of my life to sitting on hold and going over the exact same details over and over again with a bunch of tech support staff who do not seem to have the ability to assist me - the cause seems to me that they are not able to speak directly to individuals who are actively working on investigating or fixing the problem.

 

I have had 3 FSI engineers visit my property and 2 FSI engineers visist my local exchange (Guiseley). All of these engineers have confirmed that the problem is either with the 'fibre heads' at the exchange or with the 'data build' managing my line. They believe that BT Wholesale will need to fix the issue and that it is affecting a handful of properties downstream of the Guiseley and the Shipley exchanges who have recently transfered in to BT Infinity.

 

I was first informed by BT that March 6th was set as a target resolution date. When this was missed they informed me that March 10th was a target resolution date. Since the March 10th deadline has passed I have been unable to get any information from BT beyond "the problem is being investigated", but the tech support team will not tell me who is 'investigating', by when they will have finished this process, what they believe the problem is and when it will be fixed.

 

To compound this I have been misrouted round the BT call centre many times, have had someone attempt to charge me £25 to change my number when this was attempted as a possible fix, and recently discovered that BT have been texting details of engineer visits to my work phone number (landline) over the weekend, which have come through to me as text to speech voicemails when I checked my messages on Monday morning.

 

Due to the ineffectiveness of phone communication, over the last two days I have tried resorting to email and letting BT know that I am about to try to get Ofcom involved. This has proven similarly frustrating. I have included text from a reply below; after I requested details of who is investigating the fault, what the suspected fault is and when it should be fixed:

 

Dear Mr. Berry, 

Thank you for your e-mail dated 13th March, ‘12. It has been logged under the reference number VOL***-*************.

I am sorry to learn that you are experiencing a persistent issue on your broadband connection. I sincerely apologise for the inconvenience caused to you due to this issue and I really understand your concern regarding the issue. 

Referring to the issue, I have checked the previous notes on the fault and found that the case is still being investigated by the specialised department. They will soon get in touch with your with further updates on the line.

If there’s anything else you would like to know, please try our help pages online at www.bt.com/help. You can also see the various ways you can contact us if you do need further assistance. Many technical problems can be immediately fixed using our desktop help tool. This FREE tool helps you sort out most common broadband connection and email problems, keeping you connected when you need it most. You can download and start using it now by accessing www.bt.com/help/broadbanddesktophelp

Thank you for using BT Broadband Technical Help

 

 

Since recieving this communication on the 13th I have again had no further update. 

 

Any ideas on how to force BT to at least give me full disclosure as to how they are attempting to fix the fault on my broadband and what I may do to accelarate resolution of this issue?

 

BT have without doubt displayed the worst customer service I have ever encountered.

 

 

Kind Regards,

 

Mike

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Distinguished Sage
Distinguished Sage
1,282 Views
Message 2 of 9

Re: BT Infinity Down Soon After Set-Up - BT Seemingly Unwilling or Unable To Assist

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.

 

 

 

They can be contacted using this link BT Care Team

 

 

 

They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.

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Aspiring Expert
1,280 Views
Message 3 of 9

Re: BT Infinity Down Soon After Set-Up - BT Seemingly Unwilling or Unable To Assist

Hi

   Sorry to hear you are have problems I think it would not hurt to try contacting the forum team click here .

They are a small team that are good at resolving customer issues, perhaps they can get the information you require.

 

It can take up to 3 days before they respond by phone or email depending on there workload.

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Aspiring Contributor
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Message 4 of 9

Re: BT Infinity Down Soon After Set-Up - BT Seemingly Unwilling or Unable To Assist

Thanks - will give this a try - fingers crossed.

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Aspiring Contributor
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Message 5 of 9

Re: BT Infinity Down Soon After Set-Up - BT Seemingly Unwilling or Unable To Assist

I have just recieved a vouicemail from the tech team saying that they believe my problem has been resolved! I can confirm that it has not in fact been resolved and the same problem still persists.

 

 

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Aspiring Contributor
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Message 6 of 9

Re: BT Infinity Down Soon After Set-Up - BT Seemingly Unwilling or Unable To Assist

The forum moderation team have now been in touch - exponentially more helpful that the phone based tech support team. Helpfully included some details on what has been going on, why there has been a delay and now have an inkling of how and when this will get fixed.

 

 

So the question is - why isnt the standard customer support service like this!

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Distinguished Sage
Distinguished Sage
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Message 7 of 9

Re: BT Infinity Down Soon After Set-Up - BT Seemingly Unwilling or Unable To Assist


@MikeBerry wrote:

The forum moderation team have now been in touch - exponentially more helpful that the phone based tech support team. Helpfully included some details on what has been going on, why there has been a delay and now have an inkling of how and when this will get fixed.

 

 

So the question is - why isnt the standard customer support service like this!


Most first line faults can be sorted by the normal helpdesk, its only when things go wrong that you can be referred to the UK Based Care Team. But you have to visit this forum first, to see if a forum member can help.

 

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Aspiring Contributor
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Message 8 of 9

Re: BT Infinity Down Soon After Set-Up - BT Seemingly Unwilling or Unable To Assist

*sigh*

 

Engineer visited today (sixth one) after BT Wholesale said they had fixed the issue - Engineer confirmed still no change, still no fault at property and still failing to establish a connection. The problem still exists and is STILL not fixable by sending engineers to my property. Also confirmed that several other properties in my area STILL HAVE THIS FAULT.

 

Come on BT - it has been nearly a month!

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Aspiring Contributor
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Message 9 of 9

Re: BT Infinity Down Soon After Set-Up - BT Seemingly Unwilling or Unable To Assist

Fault finally seems to be fixed. Had broadband all last night. So good to be back in the 21st century. I really hope I never have to go through that rigmarole again!

 

Thank you to the forum moderation team. The call centre team on the other hand really need to get their stuff sorted - awful awful service, complete lack of communication and undoubtably caused me many additional hours of frustration spent on the phone, to no eventual avail. The crazy thing is that there is clearly not just a cost to me, but also one to BT - if the call centre was more efficient I am sure they would save millions. Some of the processes they have seem completely illogical.

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