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jonathanc8888
Contributor
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Message 31 of 47

Re: New BT Infinity 2 activation woes


@Keith_Beddoe wrote:

There is no Fibre Team, its just normal Openreach external Field Technicians who have alredy connected your line through the cabinet, its just not getting through to the network.

 

Not much you can do until the mods pick it up.

 


Thanks. Fibre team is the term engineers used. I surmise as as it's not hardware related it's BT Wholesale that can resolve this matter now.

 

Hopefully mods can help as calls to customer service and also case manager for complaints only results in more engineer visits. I believe I can get through the network however for mysterious reasons I get cut off again at 9.40PM as per error log I've posted above.

 

 

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 32 of 47

Re: New BT Infinity 2 activation woes


@jonathanc8888 wrote:



 I believe I can get through the network however for mysterious reasons I get cut off again at 9.40PM as per error log I've posted above.

 

 


But you do not get Internet access do you? Which is the crucial thing.

 

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jonathanc8888
Contributor
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Message 33 of 47

Re: New BT Infinity 2 activation woes


@Keith_Beddoe wrote:

@jonathanc8888 wrote:



 I believe I can get through the network however for mysterious reasons I get cut off again at 9.40PM as per error log I've posted above.

 

 


But you do not get Internet access do you? Which is the crucial thing.

 


Well when the engineers reconnect me I get full access (solid blue light) up until 9.40PM where internet gets cut out and I won't get internet again until engineer comes out. I'm not sure exactly what the engineers do but I believe they call BT Wholesale to get the internet back.

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 34 of 47

Re: New BT Infinity 2 activation woes

Not sure, it seems a bit odd that you just get it once, and then the config gets deleted. It almost as if when the did a lift and shift, the config was only temporary, and then it was lost at 9.40PM

 

I expect it will be solved eventually.

 

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jonathanc8888
Contributor
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Message 35 of 47

Re: New BT Infinity 2 activation woes


@Keith_Beddoe wrote:

Not sure, it seems a bit odd that you just get it once, and then the config gets deleted. It almost as if when the did a lift and shift, the config was only temporary, and then it was lost at 9.40PM

 

I expect it will be solved eventually.

 


Yes, it's been lifted and shifted few times and may be some communication breakdown with BT Wholesale (assuming BT Wholesale is responsible for RAS).

 

I really hope it will be solved soon. Shame I can't get in touch with someone technical from BT Wholesale.

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jonathanc8888
Contributor
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Message 36 of 47

Re: New BT Infinity 2 activation woes

Can't sleep much as thinking about this and have a few queries...

 

When I called customer service yesterday who went over my notes, he mentioned that BT Wholesale requires a Specialist engineer to be sent out Weds 19th PM slot. He made a remark that this is just following procedures and not sure if that will even help in my case.

 

Now looking through the email I've got from Help.Comms it looks like this engineer will come into my house to check my setup and advise the best way to get the most out of my internet. Does sound like a waste of time?

 

I got a call from a nice lady yesterday saying she's responding to my complaint on the forum. Now I did raise a complaint via BT Complaint so not sure if she was referring to that or this thread... anyway I think she mentioned she'll be taking over the case from another case manager who's going on holiday and will call back Thursday to check up. I did ask if she's technical so I can go through a few questions regarding BT Wholesale/Openreach but she said she wasn't.

 

I am really hoping that she was from the complaint I've raised and not the mods here... can a mod please confirm?

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pippincp
Distinguished Sage
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Message 37 of 47

Re: New BT Infinity 2 activation woes


@jonathanc8888 wrote:

 

I got a call from a nice lady yesterday saying she's responding to my complaint on the forum. Now I did raise a complaint via BT Complaint so not sure if she was referring to that or this thread... anyway I think she mentioned she'll be taking over the case from another case manager who's going on holiday and will call back Thursday to check up. I did ask if she's technical so I can go through a few questions regarding BT Wholesale/Openreach but she said she wasn't.

 

I am really hoping that she was from the complaint I've raised and not the mods here... can a mod please confirm?


If I were you I'd be hoping she was from the Mod team here. They have an excellent record of getting problems like this solved and will keep you informed every step of the way.

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jonathanc8888
Contributor
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Message 38 of 47

Re: New BT Infinity 2 activation woes


@pippincp wrote:

@jonathanc8888 wrote:

 

I got a call from a nice lady yesterday saying she's responding to my complaint on the forum. Now I did raise a complaint via BT Complaint so not sure if she was referring to that or this thread... anyway I think she mentioned she'll be taking over the case from another case manager who's going on holiday and will call back Thursday to check up. I did ask if she's technical so I can go through a few questions regarding BT Wholesale/Openreach but she said she wasn't.

 

I am really hoping that she was from the complaint I've raised and not the mods here... can a mod please confirm?


If I were you I'd be hoping she was from the Mod team here. They have an excellent record of getting problems like this solved and will keep you informed every step of the way.


Apologies if my comment sounded rude and ungreatful. I guess what I was trying to say is that her response was the same as the one from my complaint case manager. She mentioned that she can see an engineer is being sent out on 19th PM slot and will call back on 20th to check progress. This is exactly what the other case manager told me last week and things hasn't changed. I did mention about me posting smart hub log entries on this forum but she said she's not really technical but will assist in trying to get me back online.

 

I'm hoping the mods can see my posts here and can get through to the relevant departments i.e BT Wholesale 3rd line etc to look into the matter in more detail.

 

I feel like it's a never ending cycle at the moment where : report same fault still happening > call customer service/contact case manager > wait 3+ working days for another engineer visit > fault fixed on the day but get cut off again at 9.40 > report same fault still happening etc...

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jonathanc8888
Contributor
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Message 39 of 47

Re: New BT Infinity 2 activation woes

wow... got a call saying my appointment on the 19th didnt go through so now have to wait until Friday the 21st!!!

BT Wholesale insists that they need to send out another engineer before any escalation. 

 

So looking at possibility of a month without internet, not great. Hoping it's fixed Fridaya otherwise hoping will get better service/response via escalation ...

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jonathanc8888
Contributor
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Message 40 of 47

Re: New BT Infinity 2 activation woes

Well, what a surprise today... emailed the Managing Director as I really felt low and frustrated and I've actually got a reply today!

 

Wow... MD copied in various OpenReach and a senior manager so fingers crossed this will get looked at sooner.

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