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GourangaKid
Aspiring Contributor
1,167 Views
Message 1 of 10

BT Infinity - Order Enquiry, Complaint & Request

Good Morning,

I placed an order with BT in the middle of October for Infinity 4. I have had the following issues arise during this process and would like to request some help from BT. I have a disability which affects my verbal communication and I feel that no one is able to help. I will try to summarise what has happened so far.

1. I placed my order in the middle of October and was told that I would be online in the beginning of November. This order was then cancelled without a reason being provided.

2. I phoned BT and I was told there was an issue with online orders for broadband. I was advised to go through the same process over the phone and assured my order would go through correctly. This order was then cancelled without a reason being provided.

3. I phoned BT and I was advised that the previous customer service advisor had put through the order incorrectly. I put in a formal complaint and was advised that my order was with a specialist team who would update me on the order progress. I was advised to go through the same process over the phone and assured my order would go through correctly. This order was then cancelled without a reason being provided. I was not contacted by the specialist team.

4. I phoned BT and asked for an update on my complaint. They advised that, as I had no open order my complaint was still in progress and could not be resolved. I was told I would get a call before close of business from the specialist team. I did not receive a call.

5. I phoned BT to request more information in regards to my previous failed orders. They were unable to provide a reason why the previous orders had failed and I was assured, this time, that my order would go through successfully and I would have internet access by the 6th of December. I received my router and I was told an engineer would come the day after. I was also told that the specialist team would call me to update me. I did not receive a call.

6. I called BT to enquire as to why my order had failed. I was told that there was a problem with the hardware in my home and an engineer had to be booked to repair or replace it. I informed BT that an engineer was already booked for the 7th. I was informed that there was no record of an engineer scheduled to come on the 7th, despite the information showing on my order tracking page. I was then informed after some lengthy investigation that an engineer had been booked for the 7th but that this engineer did not have the training to repair or replace my hardware and was only attending to 'extend my lines'. The BT advisor was unable to confirm whether or not the engineer would attend tomorrow. I was then told that the earliest date for my broadband to be activated would be the 16th of December.

I was requested to pay a £150.00 deposit for services. I informed BT I could not afford this and they decreased the deposit amount to £50.00 which I have paid. I also ordered a BT phone for £39.99 as part of my first cancelled order. I was then told that this would be refunded, by cheque, which would be sent out in 30 days. I asked for this to be sent back to my bank but I was informed that as I did not currently have any services with BT this was not possible.

So, to surmise, I have paid £90.00 and been advised to wait 2 months for an order which I was told would take 2 weeks. I have had no communication from the specialist team at any stage and I was told by BT that they could not bring my activation date forward under any circumstance.

I would please, request that someone from BT helps me expedite this process as I would really appreciate a quicker and more communicative level of service going forwards. I understand these things can happen. Can you help me expedite things?
0 Ratings
9 REPLIES 9
NeilO
Moderator
Moderator
1,131 Views
Message 2 of 10

Re: BT Infinity - Order Enquiry, Complaint & Request

@GourangaKid I'm really sorry about the problem with your order.  Please use the 'click here to contact the mods' link in my forum profile to send in your details. You can find the link by clicking on my username.

Thanks

Neil

0 Ratings
Starwire2000
Recognised Expert
1,107 Views
Message 3 of 10

Re: BT Infinity - Order Enquiry, Complaint & Request

Infinity 4 is the 330/30 Package that's only available via FTTP... Is your house a new build with an ONT and BBU in situ or is it an older house where they need to come and install the FTTP equipment f OM scratch?
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GourangaKid
Aspiring Contributor
1,086 Views
Message 4 of 10

Re: BT Infinity - Order Enquiry, Complaint & Request

It's a new build with two white boxes which were already installed when I moved in.
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,076 Views
Message 5 of 10

Re: BT Infinity - Order Enquiry, Complaint & Request


@GourangaKid wrote:
It's a new build with two white boxes which were already installed when I moved in.

Like this FTTP Installation

 

Are there any lights lit up on it?

 

FTTP is dealt with by a special team on 0800 587 4787.

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GourangaKid
Aspiring Contributor
1,070 Views
Message 6 of 10

Re: BT Infinity - Order Enquiry, Complaint & Request

Yeah - Just like that!

The power light is green and the PON light is flashing green slowly and PORT 1 is flashing green quickly.

A gentleman from Openreach was sent by BT today and he said that my serial number did not match up and was mixed up with somebody elses as well as being connected to the wrong cabinet. Not sure what that means? Openreach have sent an e-mail to another team.
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,065 Views
Message 7 of 10

Re: BT Infinity - Order Enquiry, Complaint & Request

It looks like a configuration error, as there must be an optical signal, but it could be coming from the wrong place, as they have suggested.

 

Have you been dealing with the people on the phone number I gave you?

 

You could pass your details to @NeilO as he has suggested, although I am not sure what he could do.

 

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GourangaKid
Aspiring Contributor
1,049 Views
Message 8 of 10

Re: BT Infinity - Order Enquiry, Complaint & Request

I've phoned them since the process began but the information they have given me so far has been unreliable and contradicts itself. I'm really looking to try and escalate the complaint and at the same time try and expedite the connection process.

I sent the mods a message 🙂
0 Ratings
Starwire2000
Recognised Expert
1,030 Views
Message 9 of 10

Re: BT Infinity - Order Enquiry, Complaint & Request

'A gentleman from Openreach was sent by BT today and he said that my serial number did not match up and was mixed up with somebody elses as well as being connected to the wrong cabinet. Not sure what that means? Openreach have sent an e-mail to another team.'

ONT's are unique to specific FTTP Lines as the Profile for your Internet and FVA is built against the Serial Number of the ONT.

It's quite a common problem the Contractors putting the wrong ONT's in the wrong building plots!

I'm interested to know who the Openreach Gentlemen was and what his job was because FTTP lines do not connect to a cabinet. They connect to a Splitter Node, which then connects to an Aggregation Node which connects to the Head End.

Also if he was an FTTP Engineer he should've been able to have the ONT installed in your house matched to your line with assistance from his Helpdesk.
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GourangaKid
Aspiring Contributor
1,008 Views
Message 10 of 10

Re: BT Infinity - Order Enquiry, Complaint & Request

Ah, that sounds likely from the way he was talking. BT had booked him in to attend my property under the presumption that my service had already been activated. I'm not sure what he was here to do. He spent some time on the phone and gave BT my serial number which he said was mixed up with my neighbours. He then said BT have e-mailed the street team who would need to have a look at it.
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