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xbrilliantx
Beginner
733 Views
Message 1 of 7

Upgraded to infinity and now no internet

Hi

We upgraded from Bt broadband unlimited to Bt broadband infinity. Activation day was yesterday. When I got home yesterday the old hub was orange. I connected the new hub up and it was flashing orange and purple. I rang the helpline which told me I needed to wait until midnight (although I had had a text and email to say it was ready). So this morning it was still not working. I rang Bt again who said they would arrange a call back at 7pm tonight. 7pm came and no call so I rang them - the girl I spoke to first kept going to get advice (!?!) and then transferred me to faults who then cut me off. I rang back and got through to someone helpful who was ringing suppliers and then wanted to test phone line but has since not rung me back!! My internet was working fine yesterday morning so I know all cables are ok. How can I get them to go and check local cabinet??? I am so frustrated!!
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6 REPLIES 6
Webby
Distinguished Sage
730 Views
Message 2 of 7

Re: Upgraded to infinity and now no internet

You need to raise a fault and request an engineer visit.
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xbrilliantx
Beginner
725 Views
Message 3 of 7

Re: Upgraded to infinity and now no internet

I'm on the phone now for the third time
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xbrilliantx
Beginner
715 Views
Message 4 of 7

Re: Upgraded to infinity and now no internet

Next available engineer Tuesday afternoon- kids and husband going to go mental haha!!
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Webby
Distinguished Sage
707 Views
Message 5 of 7

Re: Upgraded to infinity and now no internet

Oh dear! It should be a simple fix, I expect they've just connected the wrong pair of wires at the cabinet!
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xbrilliantx
Beginner
701 Views
Message 6 of 7

Re: Upgraded to infinity and now no internet

I'm hoping so x
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Foxcliffe
Aspiring Contributor
696 Views
Message 7 of 7

Re: Upgraded to infinity and now no internet

'....the girl I spoke to first kept going to get advice (!?!)' - BT are desperately trying to train up new staff in time to bring the support service back in house by whatever date they committed themselves to.  Believe me, going off and getting advice is by far preferable to the spotty adolescent I had at the other end of the phone week before last.  Exuding total disinterest he gave me the impression that he was sat there with his latest comic in hand.  It could have been that he had the mike on mute as his supervisor directed him in his answers but it felt like studied indifference!! 

Having mistakenly been cut off by the guy in Bolton I think, as per his explanation, that that is lack of experience with the hardware.  At least he spoke his accent at a speed that my ears were able to translate Cat LOL

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