Have just emailed you Stuart as requested.
Please sort this out for me, especially as I paid the year's telephone bill upfront with my order!!!!
Hopefully, I will have an engineer come on Thursday.
I spent ages on the 'phone today, the first person appeared to be very helpful, promising instalation
either tomorrow (Wednesday) or Thursday. He was due to call me back before 5.00pm to give
me a time......He DIDN'T
I checked my situation via the tracker web site and this showed that I did NOT have an order pending!!!!
Funny....it was there last time I checked....
So, I re phoned and spoke with another friendly operator. I explained the situation to him....
He told me that while I was on the line he would sort this with the engineers and I now have
a new appointment for Thursday (Dec 20th) between 8.00am and 1.00pm. That took him exactly 10 minutes.
Will keep you posted.
I hope it works for you.
For me, after the Engineer did not turn up on Friday, the very friendly BT guy got me an urgent one for Monday, yesterday.
He did not turn up. No one bothered to inform me. So I have wasted 2 whole days waiting for them.
Now the earliest appointment I am offered is 31st Dec. That is if he turns up.
To top it all, Sky is offering me a similar package which will cost me at least £10 less each month.
Good luck to you
BT installation of Infinity has so far been unbelievable!
I ordered the package way back at the beginning of November 2012. Installation was initially arranged for 19th December 2012. Which is too long!
However, the BT Engineer then fails to arrive on time (1 hour 15 mins late) and just leaves a calling card! No call, text or email to warn me of his late arrival, and so I missed him.
The following day I receive a text to say I HAD MISSED THE APPOINTMENT and it will be rebooked for three weeks' time! Even though I had been waiting 2 months and 5 hours for this installation, I was then told to wait a further 3 weeks. WITH NO APPOLOGY.
So after numerous phone calls, each time being passed from agent to agent, team to team, each time having to explain the problem and each time with little or no empathy I was given a slightly earlier appointment for the BT line installation. But still having to wait until after Christmas, WITH NO DEFINATE INSTALLATION DATE, for the Infinity!
- Why does it take 2-3 months for Infinity installation?
- Why does the Engineer turn up late, and then I am penalised for this?
- Why do I have to call to rearrange a BT Engineer visit?
- Why wasn't I informed by the BT Engineer he was going to be over an hour late?
Thursday as agreed the engineer arrived only a few minutes late. Having checked everything he said I needed some new wiring as mine was extremely old. He went off to Derby to get it. Three hours later, he returned, having had to go to Leicester 'coz there wasn't any in Derby.
He's just left. I now have blisteringly fast internet. This morning download was checked at 0.46 mb/s.
Now it is between 36.07 mb/s and 37.51mb/s.
In my book, BT and Openreach have redeamed themselves.
For those of you still having problems, I sympathise. I hope you all manage to get things sorted soon.
I am having similar issues. I had Infinity Internet installed in October & since day one the router cuts out 5 times a day, I have had engineers round but no luck, the router contunues to crash. I have had two appointments for engieers to call, one last week & one today ( thursday, always a Thursday) & no engineer showed up on either days. One did call me saying he was a supervisor & he would be at my flat at 1.30 ( last week) but nobody came. Since then I have found out that my neighbour in the flat above has exactly the same issues. I also have found that my laptop ( I do not use it that often) says I have no wireless ( I do) and connects to the wireless in the flat above. Doesn't this tell us somthing is NOT RIGHT??
There is no number for Outreach & BT just put me through to India.
Anybody got any ideas what to try next?
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
John Thank you so much for your suggestions I shall give it a go. I am new so not sure how to give you a star, but thanks again.