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Message 1 of 3

Trying to order BT infinity online but getting a variety of error messages

First one told me I couldn't as I was part of a BT broadband trial  (i'm not - my broadband is currently with another provider) and now i get this one: 


"Thank you! You have chosen to bring your calls and line back to BT, and have chosen BT Infinity fibre optic broadband.

We can see that you currently have both services with another provider, so we will need to take care of this for you in 2 stages.

First, we will move your telephone line to BT. We will then contact you and arrange to transfer your broadband from your current provider, and at which point we will give you your broadband speed estimate."


Irony is I spoke to a BT salesperson who assured me I could get 32.8 mb download and 5.4 upload speeds as I was indeed able to get BT infinity to sit alongside my  BT phoneline... Person told me I could get it installed 22 october if I booked now. I demurred. Tonight telephone sales assistant daniel assured me that he couldn't take an infinity order from me until 5 November as my line was being upgraded


Any suggestions as to what is going on?


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Distinguished Sage
Message 2 of 3

Re: Trying to order BT infinity online but getting a variety of error messages


I am sorry to see you are having problems with your BT Service

I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them

They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress

They are a UK based BT specialist team who have a good record at getting problems solved

This is a customer to customer self help forum the only BT presence here are the forum moderators

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Message 3 of 3

Re: Trying to order BT infinity online but getting a variety of error messages

Thank you for the suggestion but after several long and painful conversations with BT staff last week (who each told a different story..."we can install on 22 Oct", "sorry but we can't take your order until 5 Nov"...make your minds up guys!) I've decided to heed the warning voices in my head. I spent the weekend doing more research and I've decided to go elsewhere.  
I think they need to sort out their story and their website. There's clearly some gremlins in there. It was even more frustrating to use "thank you for taking part in our BT broadband speed trial"  etc etc than were the contradictory telephone conversations.
[I dare say the supplier I've chosen will turn out to be no better or worse but at least I've not started with a week of being mucked around]
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