Bit of a weird one, but hopefully someone can shed some light on it.
First of all, I will state that according to the website and all the agents I have spoken to, I can receive Infinity at my property.
Recently, I moved house into a brand new property. At my last property I had Infinity installed and was receiving a great service. When I moved into my new property, the guys on the phone at BT informed me that I could not order broadband until I had a working phoneline- I ordered a phoneline, which had to be installed/connected by an engineer. I was happy with this, knowing that I could order broadband as soon as it was installed. The installation day came and went, the phoneline was installed and I could make and receive calls. This is where the frustration started- I phoned again to ask for Infinity to be ordered, which they did- however needed to book an engineer to come out once again. The person on the phone informed me that there was an error on the system and that I would receive a call the following day from someone confirming a date for the engineer visit. This never happen, so about two days later I called back, the person apologised and tried to place the order again, again informing me that there was an error on the system. They suggested that I should order standard broadband because sometimes with new properties it helps the address become registerd with whoever book the engineers for Infinity, this seemed strange- but I went with and ordered standard broadband. The connection day came and I arrived home that evening to find the modem all lit up and access to the internet via my computer. So, I once again called BT to place an order for Infinity, but as before there was some kind of error booking the engineer and the told me I would receive a call the following day, to which I didn't. This happened a further 2-3 times, to which yesterday I called again and informed them that I was being promised calls from people to book the engineer but no one ever called, so could I please have the direct number, which they refused informing me that they did not have a direct number. So I waited again, which brings us to today where I have still not received a phonecall from anyone to book this engineer and everytime I call they try to reorder Infinity, receive this mysterious error, promise me a call back (which never happens), then repeat the entire process when I call them back.
It's getting really frustrating now and I'm sick of calling them because as I know what they are going to try to do and I know that it's going to fail because of this error message, whatever it is... All I want to do is order BT Infinity, which according to the website and all the BT agents I have spoken to is available at my property. Can anyone please advise me?
I have asked a moderator to provide assistance, they will post an invite on this thread.
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Thank you both, I have followed the above instructions and sent a message with the details.