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wilbyhilbly
Contributor
679 Views
Message 1 of 27

My New Infinity Hub 5

How many times must I be let down by BT before I finally give up? I ask myself.

 

I am now 75 yrs young and have been with BT since they started, many years ago, it was once (in my opinion) the absolute best, then they got bigger and bigger and finally too big to care about customers anymore,

 

So, most of my problems have been in the last 6 years and have taken their toll on my health and mental state, BUT, like a fool, each time I think it can't happen again, this time everything will go right. How wrong can I be.

 

We have had a terrible broadband signal since we moved into this house, but have understood that because we are furthest from the exchange we just had to put up with it and hopefully BT Infinity would one day be available in our area, so imagine my delight when I got a card saying "the engineers have been busy in your street, you could now get high speed fibre broadband.

 

So, immediately checked we were able to and ordered it straight away, waited nearly three weeks for activation date (very excited), and switch on finally arrived "by midnight last night"". Went to bed at 11pm after checking at 9.30 that all had gone smoothly and was assured that it would be up and running by midnight.

 

Here I am at 4.51am happily looking forward to my new wonderful experience "up tp 40mb" speed, and guess what, NOTHING HAS CHANGED, still running at 0.97mb, here we go again, more hassle on the way.

 

To make things worse, I ring the help number only to be told this number is closed at this time, sorry for any inconvenience. Thanks BT once again for another broken promise, WHEN WILL I EVER LEARN.

 

A VERY DISGRUNTLED AND DISAPPOINTED

 

Wilbyhilbly.

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26 REPLIES 26
Keith_Beddoe
Distinguished Sage
Distinguished Sage
671 Views
Message 2 of 27

Re: My New Infinity Hub 5

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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RobbieMac
Moderator
Moderator
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Message 3 of 27

Re: My New Infinity Hub 5

Hi wilbyhilbly,

I'm really sorry for the problems you are having with your order.

The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. This order team is based in the UK and will own your complaint until everything is sorted out.

Should you have any further problems after speaking with this team please let us know.

Cheers

 

Robbie

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john46
Distinguished Sage
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Message 4 of 27
Moved:

Re: My New Infinity Hub 5

Post moved to save confusion with the original post

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wilbyhilbly
Contributor
602 Views
Message 5 of 27

Re: My New Infinity Hub 5

Thanks Robbie for your message. I will try to contact them next week, but in the meantime, the situation continues.......

 

I rung the help line as soon as possible and explained the situation to a nice lady who was very sympathetic and apologetic. She did various tests and decided that it had indeed been connected at the cabinet but appeared that the hub 5 wasn't reading the signal so it needed an engineer visit which was arranged for Friday 11th.

 

Engineer arrived on time Friday did various tests at home which is running at 1.80mbps download, then said he needed to go to the cabinet and would return. When he came back he said it was very unlikely that we would get much more than 1.80mbps but he had found a very slight problem on the line which when done might improve it a little, said he had to call for assistance as it was an "underground" fault.

 

By now it was 2.30pm Friday, he left and said he would wait for the "assist" and it should then be the best they could do. For the next 4 hours the lights on the hub were changing, finally sticking on solid orange from 5.0pm to 6.30pm with obviously no signal at all.

 

So I rung help line again, eventually getting a very nice indian man who apologised profusely and confirmed that there was a fault and after 40 minutes found that it had been passed to "level 2" whatever that means, and as he was only "level 1" he had to explain it all to them and he would ring me back. He rung back several minutes later and said that there was a major problem in the exchange which meant that I am not getting the speed I was promised and the engineers would be

working on it in the couple of days and that I would get a phone call in 24 to 48hours, and when I did it will be to tell me that it has been sorted and I will have at least 25mbps with a guaranteed minimum of 17mbps.

 

Just after he put the phone down, the light on my hub turned blue and we were back online, this time the speed is down to 0.73mbps which is even less than we were getting on our old broadband extra plan.

 

So, before I make any further comment as to how I feel, I will try to calm down and wait patiently for a phone call in 24 to 48 hours, and try to ignore my rising blood pressure, although I have a sneaky feeling that I have been conned again.  

 

To be continued..............

 

Wilbyhilbly 

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
599 Views
Message 6 of 27

Re: My New Infinity Hub 5

@wilbyhilbly

 

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.


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wilbyhilbly
Contributor
584 Views
Message 7 of 27

Re: My New Infinity Hub 5

Thank you for your post Keith, this is the result I got which I don't really understand, but it certainly looks as though we should get something better than 0.75 which it is right now.

 

But hey. what do I know 🙂

 

 

 

2015-12-12_1252.png

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john46
Distinguished Sage
580 Views
Message 8 of 27

Re: My New Infinity Hub 5

looks like you may be on standard broadband not infinity yet

contact the team Robbie has sent you the link to they will resolve any problems for you
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wilbyhilbly
Contributor
578 Views
Message 9 of 27

Re: My New Infinity Hub 5

According to the help bloke yesterday we are definitely on Infinity 2, since the switchover on Tuesday, but this signal is even worse that the Broadband Extra we were on.

 

I will contact the team Robbie suggested on Monday, if only to try and get some sense out of the whole thing.

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imjolly
Distinguished Sage
Distinguished Sage
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Message 10 of 27

Re: My New Infinity Hub 5

From checker results it is a waste of money on infinity 2 as you can't even get max speed for infinity 1



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