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Minotaur101
Aspiring Contributor
724 Views
Message 1 of 10

The wonderful world of BT Infinity or (tearing my hair out in clumps as I like to call it)

Dear other members of this strange community.

 

Can anyone answer me a simple question.

 

Why do we do it?

 

why do we accept a service that is sub standard, almost impossible to get a quick fix and is possibly the only company I have ever dealt with where nobody seems to take responsibility for your problems.

 

I was one of the early adoptors of infinity when it came on the scene and I though this was going to be great having opted for the unlimited package etc "blistering fast conections", well within my fist week I had supposedly used more bandwdth that I should do for a month and go a warning and so started a loving relationship with BT (not).

 

I digress to my real reason for writing, my BB connection started going on the blink over a week ago while I was away and my wife had the misfortune of dealing with the 1st line support team, who in their normal way seem to make things worse that er than better, folling a missed visit (engineer running late then, not bothering to turn up although my wife had taken a days leave and upon calling 1st line support was told a few porky pies about the engineer being able to make all the checks he could from beyond the house (why then ask for somebody to be home then - you muppets). Following on from this aborted piece of work we get the promise of a engineer visit to solve the problem from on saturday (al of this hile I am away), on my return and thoroughly peeved I wrote to Warren Buckley, which was followed up by a call from 1st line support to tell me that as I had complained they were cancelling the engineer as it was not being dealt with by "executive complaints" imagine my surprise and delight at this, I then decided to contact them and was told that 1st line were told under no circumstances were they to contact me. Again two parts of BT not communicating properly. openreach engineer turns up and says "oh its the router here a new one - new one fitted and guess what no change" He says "not my side thats Wholesale" yet another pass off, these guys might make a world class rugby team given their ability to shed the ball

 

Right end of rant and start of the technical question - I stared with  38Mbps d/l profile and now speedchecker tells me I have about 9mbps, my question is therefore - does this reduction happen automatically at the exchange when it sees a problem and how can you get your profile increased?

 

EAsy question but is there an easy answer as nobody at BT seems to be able to give me a simple answer

 

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9 REPLIES 9
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Nige32
Aspiring Expert
671 Views
Message 2 of 10

Re: The wonderful world of BT Infinity or (tearing my hair out in clumps as I like to call it)


@Minotaur101 wrote:

Dear other members of this strange community.

 

Can anyone answer me a simple question.

 

Why do we do it?

 

why do we accept a service that is sub standard, almost impossible to get a quick fix and is possibly the only company I have ever dealt with where nobody seems to take responsibility for your problems.

 

I was one of the early adoptors of infinity when it came on the scene and I though this was going to be great having opted for the unlimited package etc "blistering fast conections", well within my fist week I had supposedly used more bandwdth that I should do for a month and go a warning and so started a loving relationship with BT (not).

 

I digress to my real reason for writing, my BB connection started going on the blink over a week ago while I was away and my wife had the misfortune of dealing with the 1st line support team, who in their normal way seem to make things worse that er than better, folling a missed visit (engineer running late then, not bothering to turn up although my wife had taken a days leave and upon calling 1st line support was told a few porky pies about the engineer being able to make all the checks he could from beyond the house (why then ask for somebody to be home then - you muppets). Following on from this aborted piece of work we get the promise of a engineer visit to solve the problem from on saturday (al of this hile I am away), on my return and thoroughly peeved I wrote to Warren Buckley, which was followed up by a call from 1st line support to tell me that as I had complained they were cancelling the engineer as it was not being dealt with by "executive complaints" imagine my surprise and delight at this, I then decided to contact them and was told that 1st line were told under no circumstances were they to contact me. Again two parts of BT not communicating properly. openreach engineer turns up and says "oh its the router here a new one - new one fitted and guess what no change" He says "not my side thats Wholesale" yet another pass off, these guys might make a world class rugby team given their ability to shed the ball

 

Right end of rant and start of the technical question - I stared with  38Mbps d/l profile and now speedchecker tells me I have about 9mbps, my question is therefore - does this reduction happen automatically at the exchange when it sees a problem and how can you get your profile increased?

 

EAsy question but is there an easy answer as nobody at BT seems to be able to give me a simple answer

 


Hi

    We do it because the majority off users have a positive experience with bt and their products.

However there will always be a few customers, whose experience is not so great.  

As the forum is here to help with problems you will see more off the bad side rather that the good when it comes to Infinity.

 

 In answer to your other question: As it appears that you have a fault with your service there is a good chance the DLM has  automatically reduced the line speed in order to increase line stability.

  Your speed should hopefully come back over the next 2 weeks, sometimes quicker.   

 

 If you run http://speedtester.bt.com/  and make a note of the speed and ip profile.  You can then compare it in a weeks time and see if the speed has increased.

 

If the speed does not come back then you would be better off talking to the forum team. Use this form to contact them click here 

  They are a small team based in Ireland in can take up to 3 days before they respond by phone or email. They are very good at resolving most customer issues.

 

Hope it all goes well for you .

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Minotaur101
Aspiring Contributor
600 Views
Message 3 of 10

Re: The wonderful world of BT Infinity or (tearing my hair out in clumps as I like to call it)

Well all you BT fans, here's an update on the wonderful service, I've been getting since complaining to Mr Buckley. One good thing is the first line support have been banned from calling, however this hasn't stopped them trying, so much for reading client notes on files.

 

I have had my customary visit's from so called engineers (oh that will be the modem then! here's a new one, no line check, no continuity, no checking degridation of copper etc, but I am sure he knew best) I requested a reset and was told that takes 5 days so waiting with baited breath for my speed to revert to 38Mbps was killing me.

 

All the while I have had a very pleasant gent from Exec Support in newcastle keeping me informed but this has not really helped in getting things resolved, he's back tomorrow so I await the latest "update!"

 

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Distinguished Sage
587 Views
Message 4 of 10

Re: The wonderful world of BT Infinity or (tearing my hair out in clumps as I like to call it)

as was previously suggested you need to contact the forum mods as they can get these sort of problems resolved this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours

They are a UK based BT specialist team who have a good record at getting problems solved
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Minotaur101
Aspiring Contributor
583 Views
Message 5 of 10

Re: The wonderful world of BT Infinity or (tearing my hair out in clumps as I like to call it)

But if I do that will I be cancelling out anything that technical complaints in Newcastle are dealing with. The last thing I want to do is for further confusion the reign in BT Land.

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570 Views
Message 6 of 10

Re: The wonderful world of BT Infinity or (tearing my hair out in clumps as I like to call it)

My latest letter to BT Correspondence centre in Durham:

 

"COMPLAINT RE BT INFINITY & BT VISION

 

I wrote on 31st October and resent that letter on 12th December - see attached.

 

So far I have just had a bunch of silly phone calls from people of various nationalities who are clearly not trained properly to deal with this type of query.

 

I will confirm yet again, all the speed test sites say I am getting at least 37mb, yet my internet is very slow and BT Vision is not fast enough to support i-player with buffering. I have had an engineer visit and he was unable to explain or rectify the problem."

 

 

Is this scenario familiar to anyone? Have you achieved a resolution?

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Minotaur101
Aspiring Contributor
564 Views
Message 7 of 10

Re: The wonderful world of BT Infinity or (tearing my hair out in clumps as I like to call it)

Leopardracing,

 

I wrote to Warren Buckley and then received what I would say is at least comprehensible telephone support and I say some level of empathy at my situation even thought I have not had a fix yet. I await a call from my nominated person in complains now as they have banned calls from 1st line support abroad.

 

All in all I do think there is a vast incompetence in BT having experienced it when I worked there it does surprise me that they are still in business but then they do own all the bells and wires we all rely on!

 

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patmcg1
Beginner
480 Views
Message 8 of 10

Re: The wonderful world of BT Infinity or (tearing my hair out in clumps as I like to call it)

To Leopardracing,

 

Your problem seems to be similar to mine, 35mb download and pictures still freezing. I have since found out that this is due to Btnetwork Plus (mcafee) using up all your CPU. (see my post on 'mcafee using up all my CPU')

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tecmic
Contributor
437 Views
Message 9 of 10

Re: The wonderful world of BT Infinity or (tearing my hair out in clumps as I like to call it)

Why do we do it?  As Nige32 said, the vast majority of bt customers don't have your experience.  This is a community forum. Like you, people post here primarily to have a rant or obtain technical advice, because they are experiencing problems.  Don't get me wrong...A month ago I was in that mode and I still believe it, bt's handling of the customer service aspect of the Infinity rollout, is abysmal.

 

I've had Infinity a week now and it's been stable and consistent at around 37.5Mbps d/l, so I'm not unhappy but it was a haphazard sequence of events that led up to it.

 

Re your problem...if the speed checker is reporting 37Mbps or whatever, then isn't it reasonable to consider that there might be other problems with your system? (ref. patmcg1's post!)

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asfish
Contributor
397 Views
Message 10 of 10

Re: The wonderful world of BT Infinity or (tearing my hair out in clumps as I like to call it)

Anything that 1st line do is a mess, my service went live last week and I’m very happy with the speed and the install. I still don’t have a home hub (ironically don’t need or want one).

 

1st line managed to have the hub sent to work and the welcome pack sent to my house, problem was they were the same Royal Mail delivery! So it ended up going home, as I wasn’t in I got the usual note saying I could collect between 8-12pm.

When I called I was promised that it would be resent to work by 1st line and people in the UK, all of which was just lies as all that happened was another care pack arrived at work. I then got a letter 2 days later telling me that as I didn’t want this I should return it in some freepost bag. The letter came home and the bag came to work!

 

I’m lucky as I work in IT and had a router that would work with the service and know how to set it up. If this had not been the case I would have had to wait 2 days after the engineer install before I could use the service.

 

I dread the day I have an issue with the service....:)

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