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Taco1
Beginner
652 Views
Message 1 of 7

Advice about failed Infinity installation.

Hi, I'll try to keep this as shrt as possible. 

 

We've just moved house and had arranged for our existing provider (sky) to take over the existing line in the new property and continue our service with them (fibre and phone). The installation date for that came and went but they couldn;t help me any further and stated that the order needed to be cancelled before they could re order, they didn't know how long it would take to cancel and the re order would take 14 working days with no guarantees of working service afterwards. 

 

After that and weeks of waiting we cancelled with sky and signed up with BT for Infinity 1 and a calls package (10 Nov). I even mentioned the sky issues when ordering and was assured all was ok to order with BT, The installation date was yesterday (25th November). Everything appeared to be going well until earlier in the week when a message popped up on the order tracker stating that the order hadn't progressed as expected and they needed to speak to me to confirm some details. I called a few times and was assured every time that everything was on track. Yesterday came and the message changed to :

 

"We're sorry, your order has not progressed as expected

We are aware of the problem and a specialist team is working on it. We will be in contact as soon as we have further news. If you would prefer you can contact us."

 

I tried calling all day yesterday but was on hold and never connected over the course of many attempts during the day. I also spent an hour and a half on the online chat. The result of that was the representative stating that there was no issue and the fibre would go live at midnight which it never did. I managed to get this representative to call me back who then told me there was a "system outage" and they couldn't help me any further.

 

I called this morning and after trying to get through for quite some time. I managed to get through and was told that there had been a delay due to an issue at the exchange which involved "Cables from the exchange" and that I would next be updated on Monday (30th Nov).

 

I don't know if anyone here could help me any further? I sure would be grateful if you could. I really would just like to know what the issue is and a rough estimate to how long it will take to fix if it indeed can be fixed.

 

Thanks and I'm sorry this was a bit long. 

 

( I should also add that the phone is working but when I talked to the representative on the phone they told me the number does not match the name on the account. The number was sent to me in an email confirming the order a couple of weeks ago.)

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Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: Advice about failed Infinity installation.

can you enter your phone number and post results  remember to delete number  https://www.btwholesale.com/includes/adsl/main.html



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Taco1
Beginner
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Message 3 of 7

Re: Advice about failed Infinity installation.

Screen Shot 2015-11-26 at 14.38.47.png

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Taco1
Beginner
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Message 4 of 7

Re: Advice about failed Infinity installation.

Also, Screen Shot 2015-11-26 at 14.42.51.png

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Moderator
Moderator
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Message 5 of 7

Re: Advice about failed Infinity installation.

Hi Taco1,

I'm really sorry for the problems you are having with your order.

The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. This order team is based in the UK and will own your complaint until everything is sorted out.

Should you have any further problems after speaking with this team please let us know.

Cheers

 

Robbie

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Taco1
Beginner
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Message 6 of 7

Re: Advice about failed Infinity installation.

Ok, thank you for the help! I understand these things happen, It's just frustrating when you can't get through to anyone on the phone and if you do they don;t know whats going on. I appreciate this information greatly!

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Taco1
Beginner
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Message 7 of 7

Re: Advice about failed Infinity installation.

Just as an update. I spoke to a very nice person who has expalined the issue, she will apparently have a further update tomorrow and will call me to inform me of the progress of the order. The issue is apparently with faulty equipment at the exhange.

 

Thank you for the help on here also!

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