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erin
Contributor
630 Views
Message 1 of 10

BT Infinity!!!!!!

I should have known better, but went with the BT Infinity free fitting offer.  Watched the BT Infinity video and expected a helpful engineer and set up and test at the end.  What I got was Mr Grumpy, who fitted the extension junction box so my fitted cupboard will not close.  The setup consisted of saying "look player is working" and to add insult to injury I now get a download speed of 15mbs, when I used to get 17 mbs with BT broadband.  I am tempted to move it myself or rip it out, but will have a go with the online feedback system

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9 REPLIES 9
erin
Contributor
619 Views
Message 2 of 10

Re: BT Infinity!!!!!!

Update ::     registered my issue with the online help people.  Got a very quick call from a BT call center  "very sorry you have had a problem, we will try and sort it out"  Then put on hold for 16 minutes with music, nobody ever came back!! Weird but not unexpected

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john46
Distinguished Sage
601 Views
Message 3 of 10

Re: BT Infinity!!!!!!

Hi

I am sorry to see you are having problems


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

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erin
Contributor
568 Views
Message 4 of 10

Re: BT Infinity!!!!!!

Thanks for suggestion.  That was the link I initially used and probably triggered the call from the call centre that put me on hold for the 16 minutes.  I await further developments before I post this as solved.  

 

Just to show I appreciate good service, I should add we had a British Gas engineer in the flat at the same time who asked what the issue was, solved it, even asked if he could plug his computer in and checked with us everything was OK before he left, the complete opposite of BT's representative.

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john46
Distinguished Sage
565 Views
Message 5 of 10

Re: BT Infinity!!!!!!

that link would not have triggered a call from a call centre the link goes directly to the forum mods who are UK based BT specialists who contact you personally and would not leave you on hold
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erin
Contributor
502 Views
Message 6 of 10

Re: BT Infinity!!!!!!

John46

 

The call was from a BT call centre, probably India.  I will await to see what happens

 

Erin

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john46
Distinguished Sage
462 Views
Message 7 of 10

Re: BT Infinity!!!!!!

certainly not the mods then
erin
Contributor
401 Views
Message 8 of 10

Re: BT Infinity!!!!!!

Just completed my third online form to explain why I an not happy with my BTinfinity install.  Still not been contacted by anyone, still unable to put my fitted cupboard back and no faster broadband than before Infinity

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pippincp
Sage
384 Views
Message 9 of 10

Re: BT Infinity!!!!!!


@erin wrote:

Just completed my third online form to explain why I an not happy with my BTinfinity install.  Still not been contacted by anyone, still unable to put my fitted cupboard back and no faster broadband than before Infinity


Did you use the link given to you by John above?

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DavidM
Moderator
Moderator
365 Views
Message 10 of 10

Re: BT Infinity!!!!!!

Hi Erin,

Thanks for posting. I dropped you an email yesterday. Can you check your spam filters etc. Let me know if you've got it.

Cheers

David
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