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Beginner
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Message 1 of 7

How do I escalate a complaint about infinity activation date

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I'm a long-standing BT customer. A few weeks ago I decided to upgrade my regular broadband to fiber. I was given an activation date of last Thursday. It came and went and the fiber never came on. Now when I sign into my account it shows an error where my broadband package details should be. As much as I've been able to get out of the live chat help staff is that it is a "data integrity issue" and is being handled by a specialised team. They keep saying they'll contact me and never do. When I've tried getting in touch by phone, I'm kept on hold for 10 minutes then hung up on.

Honestly I'm wishing I'd never started this process and gone with a different supplier. I tried complaining "formally" through the live chat and insisting that the "data integrity team" call me back today with at least a new connection date. The person on live chat said they would pass on my request, but I've received no call.

All I want now is to either speak to someone who can fix this, or who has the authority to cancel my order and issue me with a MAC code so I can try another ISP.

Can anyone offer any advice on the best way to escalate a complaint like this?
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Distinguished Sage
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Message 2 of 7

Re: How do I escalate a complaint about infinity activation date

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MAC codes are no longer used or needed
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Sage
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Message 3 of 7

Re: How do I escalate a complaint about infinity activation date

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A mod should be along tomorrow to help you.

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Moderator
Moderator
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Message 4 of 7

Re: How do I escalate a complaint about infinity activation date

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Hi @Artful_Dodger,

 

I'm sorry to hear about the problems with your order. We can get in touch with the team for you and if necessary we'll take over the complaint until you get all sorted.

 

Also, @john46 is right, you no longer need a MAC key.

 

You can reach us by clicking on my user name and then on contact the mods. It may take us a couple of working days to get in touch with you but we will.

 

Thanks

 

DanielS

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Beginner
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Message 5 of 7

Re: How do I escalate a complaint about infinity activation date

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It's almost a month since my original connection date and still nothing. When I manage to speak to someone from BT I'll be cancelling my order for infinity.

I'd wanted it for watching Amazon prime over the Christmas period, and now I'm back at work. I also had the opportunity to test out the hh6 they sent me and it is glitchy as anything. Constant error messages when using my Chromecast and fire stick. I've gone back to my old hh4.
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Sage
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Message 6 of 7

Re: How do I escalate a complaint about infinity activation date

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Did you ever get in touch with the mods as requested? They would've had you sorted out by now.

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Beginner
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Message 7 of 7

Re: How do I escalate a complaint about infinity activation date

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Yes I've been speaking to someone very helpful who just called me back in response to this post. It's taken them till now to untangle the mess that had been made of my original order. I think at one stage they had 3 different addresses for me across 3 different systems, which is impressive because I only gave them one address.

Apparently it's now sorted out enough that I could now get my infinity order processed, but because the reason why I really wanted it has passed, plus my dissatisfaction with the hh6, I've asked them to cancel my infinity order and revert my account to regular broadband.

I think I'll probably look at switching to Sky or Virgin once I have confirmation that this mess is resolved.
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