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Bobrich
Beginner
828 Views
Message 1 of 8

Do customers matter

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Hi. I fell for the hype and ordered infinity unlimited. I received a hub on 10th Nov, plugged and 30mins later it was working. Great. On the 23rd Nov it stopped working and after a chat session I was told it was fixed and would be back by midnight. It wasn't. On 24th Nov tried again told it would be back by midnight. It wasn't. Nov 24th chat sessions again and ended up with the contracts team due to a flag on my account. They put me on to a «specialist» He informed me Openreach had cancelled the installation as they had been unable to gain access to my property BUT they never asked and I was told I did not need to be in, also it did work. I was then told a new installation had been booked for 18th Dec. This was useless to me so it was agreed I would be contacted on the 28th Nov.Following a conversation on the 28th and again on 29th I was promised an expedited installation between 1300 and 1800 on the 1st December and although it shouldn't be required I was asked to be in a position to grant access. With some difficulty I took the afternoon off work. No surprise but no installation happened. Further chat sessions showed no evidence on your systems of the expedited installation and I was told it was booked for 18th December. This is not acceptable and I indicated I wished to cancel but have agreed to speak to someone on Monday at 1230 regarding this issue.

I cannot understand why it was cancelled when it was working. I cannot understand why the expedited installation did not happen. I cannot understand why what appeared to be a working system can be shut off but then I am expected to wait 3 weeks for an engineer to reprogam a switch in an exchange. I have raised a complaint via email, the helpful but ultimately ineffective chat team have also raised a complaint but I am still without the service I presumably was billed for on 10th Nov. It's almost impossible for me to get time off work between now and the new year so it seems I will need to cancel if  access is required. There is 1 time slot on the 8th Dec I might be able to do assuming the surgery I have later this week goes ok.

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7 REPLIES 7
Keith_Beddoe
Distinguished Sage
Distinguished Sage
817 Views
Message 2 of 8

Re: Do customers matter

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Welcome to this user forum.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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PaddyB
Moderator
Moderator
802 Views
Message 3 of 8

Re: Do customers matter

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Hi @Bobrich,

 

I'm sorry you've been left without a broadband service. I would like to take a look at what is happening with your order. Please can you send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

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DavidM
Moderator
Moderator
689 Views
Message 4 of 8

Re: Do customers matter

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Hi @Bobrich,

 

Thanks for sending over the details. I tried calling this morning, sorry I missed you. I'm waiting on confirmation of the available slots to get you connected and will be in touch as soon as I have anything for you.

 

Cheers

 

David

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DavidM
Moderator
Moderator
638 Views
Message 5 of 8

Re: Do customers matter

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Hi @Bobrich,

 

I tried calling today, sorry I missed you. I can see all the orders have closed off. Is you Infinity connected? Are you happy for me to close things off at my side?

 

Cheers

 

David

Bobrich
Beginner
622 Views
Message 6 of 8

Re: Do customers matter

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Hi David. Yes the broadband is now working so i am happy for you to close this. Thanks for you and your teams help its a pity Openreach were not as helpful. i presume at some point i will get compensation for the delays and the voucher will shortly be redeemable.
Many thanks and merry Christmas to you all.
rob
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DavidM
Moderator
Moderator
613 Views
Message 7 of 8

Re: Do customers matter

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Hi @Bobrich,

 

Thanks for taking my call this evening. I'm glad I was able to help get this sorted. Post back if you have any other problems and we'll be happy to help.

 

All the best

 

David

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faratid
Contributor
570 Views
Message 8 of 8

Re: Do customers matter

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So, what was the solution to this problem?

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