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snowy2010
Aspiring Expert
596 Views
Message 1 of 24

Line and Infinty Install Catalogue of problems - advice please ?

Hi all,

 

I wondered if anyone could give me some advice please - I am at the end of my tether with BT -  Here is the background :

 

We currently have BT Infinity 2 and a phone line at our current address.

 

We are moving home on the 28th of Feb.

 

Here is the story so far :

 

1.  I phoned the Home Move Team on 4th of Feb to do the home move.  It seems that BT have 2 back-end systems and whilst our address was correct in one of them,  it was incorrect in the other (old address that I havent lived at for 5 years) so the order couldn't go through.  The agent said they would request the details to be changed and I should try again in 48 hours.

 

2.  48 hours later, on the 6th of Feb,  I phone the team again to try again - This time the order went through superbly - I was very dissapointed at the date I was given (28th of March) for the install but there isn't much that can be done about that I guess - I would just have to manage using friends broadband for a month.

 

3.  I check the order on the order tracking website on the 8th of Feb and it was showing a problem so I called the team again and spoke to a really nice guy.  He checked it and we found that not only was the order put in for Infinity 1 (rather than Infinty 2) but it was showing as failed.  He got in touch with another team who then "recovered" the order. He explained that we should leave it as recovered and Infinty 1 and, after install, it was simple to upgrade to Infinity 2.  He said that would be better than restarting the order (as that would push the date back even further).  I agreed to this.

4.  Over the next few days I kept checking the order tracking and the VOL number was no longer showing an active order.  I started to get worried.  I phoned the team again yesterday (11th of Feb) and they said they would email the guy who was dealing with it and ask him to phone me.

5.  No call today (12th of Feb) so I have just called back again and spoke to someone else.  They confirmed that the actual order was showing on THEIR system (although still not on the web based order tracker for me) but, although the line install was fine for the 28th the Infinity order had failed.  They said they would put me through to "Open Orders" to sort it out. 

 

6. So, I was put through to "Open Orders" and the lady there looked at it all and said, basically, that she couldn't handle it as it was an Infinty order and I need to speak to the specialist Infinity team.  She then transferred me to the special Infinty team. 

 

7.  The lady on the Infinity team looked at my order and said that the reason the Infinity order had failed is because the line had been ceased (NOTE:  The physical copper is still there to the property from the pole) so the order for the Infinity could not even start to be processed until the phone line had been installed!!!!   She said that the phone line was going in on the 28th of March (a month after we move in!!!) and I would get a phone call on the 29th of March to book the install of Infinity.

 

The questions I would to ask (if anyone can help) are :

 

a)  Is this correct?  Can the Infinity only be ordered after they have activated the phone line ?

 

b)  How long am I likely to wait for Infinity to be installed after I get the call on the 29th of March ?

 

c)  Is there anything I can do to speed things up?  I work away a lot and I will have my wife at home recovering from surgery and with a new baby plus a toddler - It worries me that she won't have a landline as mobile reception can be patchy where we are moving to.

 

Any help is very much appreciated 🙂

 

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23 REPLIES 23
Ratty2012
Recognised Expert
583 Views
Message 2 of 24

Re: Line and Infinty Install Catalogue of problems - advice please ?

As you are doing the home move, I take it you want to take your phone number with you? If you don't mind not taking the number with you, then it might be quicker to cancel your existing line for when you move and order a new line and Infinity for your new address.

 

It is possible doing it this way to have your phone line and Infinity installed at the same time, but with home move they can't do that.

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snowy2010
Aspiring Expert
579 Views
Message 3 of 24

Re: Line and Infinty Install Catalogue of problems - advice please ?

The new house is 100 miles away so we aren't taking the new number with us - They said though that they are treating it as a new line (hence the delay in install) - I'm just worried that on the 29th of March they are going to tell us that it will be months before they can install Infinity!

 

Worth noting the following as well :

 

1.  The VOL number is STILL not showing up in order tracking on web

 

2.  When I go into "MyBT" for my current contract,  I am showing as having no phone service and no broadband lol!

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Ratty2012
Recognised Expert
569 Views
Message 4 of 24

Re: Line and Infinty Install Catalogue of problems - advice please ?


@snowy2010 wrote:

The new house is 100 miles away so we aren't taking the new number with us - They said though that they are treating it as a new line (hence the delay in install) - I'm just worried that on the 29th of March they are going to tell us that it will be months before they can install Infinity!

 

Worth noting the following as well :

 

1.  The VOL number is STILL not showing up in order tracking on web

 

2.  When I go into "MyBT" for my current contract,  I am showing as having no phone service and no broadband lol!


MyBT has a lot of serious bugs at the moment, one of them being it not showing your phone and broadband service.

 

Also your order might not show if it's a manual order.

 

When I moved, I did not use the move service, I just cancelled my existing line and arranged for a new line and Infinity to be installed at my new house, which was done on the same day as each other.

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snowy2010
Aspiring Expert
566 Views
Message 5 of 24

Re: Line and Infinty Install Catalogue of problems - advice please ?

Thanks for the info Ratty2012 - What you have said about myBT and the manual order thing makes sense.

 

If I leave it "as is" - IE: a home move - do you have any idea how long they normally take to install Infinity once the line is in ?

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Ratty2012
Recognised Expert
563 Views
Message 6 of 24

Re: Line and Infinty Install Catalogue of problems - advice please ?


@snowy2010 wrote:

Thanks for the info Ratty2012 - What you have said about myBT and the manual order thing makes sense.

 

If I leave it "as is" - IE: a home move - do you have any idea how long they normally take to install Infinity once the line is in ?


You're very welcome. It depends when an engineer can be booked to install the Infinity. As you have tried already to get Infinity, then BT may be able to give you a priority appointment date, which would be around a week after the line is installed.

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snowy2010
Aspiring Expert
559 Views
Message 7 of 24

Re: Line and Infinty Install Catalogue of problems - advice please ?

That sounds more promising Ratty2012 - I was hald expecting them to say it would be another few months for Infinity.

 

The lady I spoke to on the infinity team earlier today did say she was putting a note on the order that it was to be an "expediated" install for infinity.

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Ratty2012
Recognised Expert
556 Views
Message 8 of 24

Re: Line and Infinty Install Catalogue of problems - advice please ?


@snowy2010 wrote:

That sounds more promising Ratty2012 - I was hald expecting them to say it would be another few months for Infinity.

 

The lady I spoke to on the infinity team earlier today did say she was putting a note on the order that it was to be an "expediated" install for infinity.


Don't worry, you won't need to wait for months. That is good that they have put a note on the order, I hope your move goes well and your install goes without a hitch.

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snowy2010
Aspiring Expert
548 Views
Message 9 of 24

Re: Line and Infinty Install Catalogue of problems - advice please ?

Me too Ratty - thanks 🙂  Now I just need to buy a mobile dongle and an external antenna to maximise connection!   Tmobile (EE) are showing a full strength 3G signal so I can manage.  For anything heavier I need to do I have friends and relatives nearby who all have broadband lol!

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snowy2010
Aspiring Expert
454 Views
Message 10 of 24

Re: Line and Infinty Install Catalogue of problems - advice please ?

Just another quick thought :

As mentioned,  BT have incorrectly ordered Infinity Option 1 for me (I am currently on Option 2).

They tell me the best thing to do is go with Option 1 and then call as soon as it is installed and they will upgrade it to Option 2.

 

Is it really that easy ????

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