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Aspiring Contributor
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Message 1 of 13

Sold BT Infinity 2 but it doesn't seem to exist!

Hi,

 

Just wanted to see if anyone else has had a simliar problem to me and if so how you are going about dealing with it. So back in August I moved into a new house. I rang BT and said that I would like a phone line and also enquired as to what Broadband they could provide.

 

So the woman in the sales centre informed me that I could have BT Infinity 2 with speeds of up to 76mbs! Brilliant. So I ordered this amazingly fast Broadband and also my phone line. I'm now in November nearly 3 months on from ordering this superfast broadband and I still don't have any broadband.

 

I have had 4 or 5 engineers come out now. Basically the problem is that the exchange hasn't been set up for BT Infinity 2. 

 

The latest update I had was can you wait for 3 weeks and we will do a review. When they did a 'Review' on Tuesday the outcome was can you wait another week and we will give you another update.

 

There must be some sort of act that they are in breach of selling a service that isn't actually available? They don't seem to give me a decent answer ever. They seem to blame BT Openreach for all the problems. 

 

Just wondered if anyone has had the same problem and what you did?

 

Thanks

 

Gareth

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Moderator
Moderator
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Message 2 of 13

Re: Sold BT Infinity 2 but it doesn't seem to exist!

Hi Gareth and welcome.

 

Sorry you're having so many problems getting the Infinity installed. I'll be happy to take a look into this for you and get you some answers. Just drop me an email with the details.

 

Cheers

 

David

 

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Distinguished Sage
Distinguished Sage
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Message 3 of 13

Re: Sold BT Infinity 2 but it doesn't seem to exist!

Enter your phone number and post results. Remember to delete number. https://www.btwholesale.com/includes/adsl/main.html



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Distinguished Sage
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Message 4 of 13

Re: Sold BT Infinity 2 but it doesn't seem to exist!

both infinity 1 and 2 are available from the day your exchange and cabinet go live however you may be to far from your cabinet to get the infinity 2 service the checker imjolly has posted will tell that information
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Aspiring Contributor
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Message 5 of 13

Re: Sold BT Infinity 2 but it doesn't seem to exist!

Hi sorry for not replying to anyone. Not having the internet at home is obviously an issue. The battle with the BT Muppets is still ongoing and we still don't seem to be any closer.

 

Says that it is all available. Think I'm up to just about 3 months now since ordering it. I've been told 3 dates in the last 2 weeks when the problem is supposed to have been resolved only to be let down every single time. I'm not due an update until December now though! 

 

Just doesn't seem to be anyone at BT that knows what they are doing or able to give you a straight answer on exactly what is going on. 

 

Do BT fine BT Openreach for delays? If so I would be interested to know how much they get!

 

My issue has been moved onto a specific person now because I complained. But quite honestly that has made no difference whatsoever. Just like dealing with the normal bods on the normal line! 

 

I would never go with BT again even if it is just because of the poor customer service and lack of updates. Everytime they say they are going to ring me they don't and then I have to end up chasing them all the time. 

 

The only reason I don't want to cancel it now is because I'm 3 months down the line and if I cancel and go with someone else I get to join the back of the queue!

 

BT BROADBAND AVAILABILITY CHECKER

Telephone Number  on Exchange WEST MALLING is served by Cabinet 42

 

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date  High Low High Low    

FTTC Range A (Clean)8063.32020--Available
FTTC Range B (Impacted)75.650.52016.3--Available
 
WBC ADSL 2+Up to 1--1 to 3.5Available
ADSL MaxUp to 1--0.75 to 2.5Available
WBC Fixed Rate0.5----Available
Fixed Rate0.5----Available
Other Offerings
Fibre Multicast------Available
Copper Multicast------Available

 

 

 

 

For all ADSL and WBC Fibre to the Cabinet (FTTC) services, the stable line rate will be determined during the first 10 days of service usage.

 

For FTTC Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.

 

Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 30-Nov-2012; the Formal Retirement date for IPstream is from 30-Jun-2014.

If you have already placed an order for Broadband and now wish to change to a new supplier, then you will need to cancel the existing order with your service provider or your new request will be rejected. If you do not know who the current Service Provider is, please contact your new Service Provider, who should be able to help you to resolve this issue.

 

Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service.

 

Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number check.

Thank you for your interest.

 

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Distinguished Sage
Distinguished Sage
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Message 6 of 13

Re: Sold BT Infinity 2 but it doesn't seem to exist!

I would suggest you take up the mod offer of help  click on his name and then look for contact us - follow that to email and then send that to mod   they will take personal responsibility and give you one point of contact 


contact mods.jpg




After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email



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Aspiring Contributor
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Message 7 of 13

Re: Sold BT Infinity 2 but it doesn't seem to exist!

I've already rung people, emailed people, chatted to people, made a complaint, made a further complaint, Had 5 Engineers come to my house, 1 or 2 didn't show up and didn't even ring, Must have have had at least 15 missed dates. 35 phone calls if not more (Wish I had counted) and I'm still no closer so given up talking to people now. 

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Aspiring Contributor
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Message 8 of 13

Re: Sold BT Infinity 2 but it doesn't seem to exist!

I have had a specific point of contact for god knows how long but to be quite honest that has made f*ck all difference and I get the same rubbish from them as I have had from everybody else. Basically get told to wait a week. It will be fixed tomorrow, Oh no sorry it won't be fixed until 2047! We will ring you back then.

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Aspiring Contributor
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Message 9 of 13

Re: Sold BT Infinity 2 but it doesn't seem to exist!

I don't think I have ever come across a company as bad as BT! My complaint about not receiving my Infinty 2 Broadband which I ordered in August has been moved onto Executive level complaints. Well 48 hours after it being moved on to what I assumed was a higher level there has now been another delay of 10 days to get a problem fixed!

 

Do you guys and BT Openreach just put in random dates as to when something might be fixed just to get customers off your backs?? I must have had 20 to 30 dates that have been dreamt up as to when this issue will be fixed and everytime it's never met and they just stick in a new date!

 

3 months ago I was sold a product that clearly couldn't be delivered. No-one answers questions that you have, Whether this is because nobody knows the answer or they just don't want to!

 

Why is there no ability to contact BT Openreach directly? Because they are so sh*t or just because everything needs to go through the ISP?

 

At my wits end and quite honestly it never feels like anyone at BT gives a **bleep** or is actually doing anything to sort it out.

 

Do BT Openreach get fined for being useless for the constant delays? And is this passed onto the customer? I doubt it. 

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Distinguished Sage
Distinguished Sage
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Message 10 of 13

Re: Sold BT Infinity 2 but it doesn't seem to exist!

This is a BT domestic customer to customer help forum. The only BT employees on this forum are the forum moderators.

So it would be best if you deal with them, as requested, as forum members are not going to be able to help.

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