cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
mohamedimrand
Beginner
1,091 Views
Message 1 of 13

BT won't fix my Infinity Broadband Issue

Description: Broadband-BB Connection

Reference: **edited by Mod**

Complaint reference number: **edited by Mod**

 

I had a broadband fault on 18th May, I have raised a compliant on 19th May where the customer care ran a check using BT diagnostics tool available on the account and advised that there is an issue outside my house which needs to be fixed and the engineer don’t require access to the property so there is no booking required for the engineer. They have advised that SLA for resolving this issues is 48 hours and they can’t give a date or time when it will be fixed but assumed it will be fixed asap. It took me about an hour to check and lodge an compliant.

 

I have later called again on 20th May to get an update, as there was no update from BT Customer Support where they have advised that it will be resolved within 48 hours and currently no engineer has picked up the work so there is no update to provide. I spend around 45mins on phone to speak to customer care and get the status.

 

I called again on 22th May as I didn't had any response from BT Customer Support again. When I check on the status, they said no engineer is assigned to it and advised they can send an engineer tomorrow morning to fix the issue. Asked why an engineer needs to assigned manually and access the property now when it was advised earlier it’s not required and issue is solved in 48 hours, they didn’t had any answer. Again spent around 45mins on the phone line.

 

Engineer was booked for 23th May for morning, so I have taken off from office to get this sorted out as it has been more than 4days without internet and my BT mobile depends on internet to provide signal in the house, so it has affected our phone and data usage as well. Engineer came in the morning, accessed the property checked the line, and went out mentioning it has to be fixed outside. Came back after an hour, mentioning that he has been advised to not fix the socket because they is a line take over request in place for 30th May, so they won’t fix the issue.

 

I spoke to BT Customer Care again who mentioned that it is nothing to do with line take over, and there was mistake at the end and they sent out an wrong engineer and next available data for an engineer is 30th May. Who is fooling the customers here? What is the kind of the service your team provides? Asked for the supervisor for multiple times, and got to speak to him, who accepted that it is because of the line takeover and they won’t fix the issue.

 

I am frustrated as I am paying for my broadband, and I am still in the contract till 30th May but BT won’t provide service to me. What happening here!!! Why I am not getting the service for which I am paying, and why have you taken my service off without notice and telling me you won’t fix it? I can’t tolerate the service, a service is measured not only when the service is running smoothly, it is measured how your help the customer when they are having a problem. Worst service!

 

Please answer me as I can't digest what your doing and I haven't got an proper answer, why I am not getting my service when I am paying for my service. Can you show me the contract agreement which says that during line takeover request we won’t provide you broadband service?

0 Ratings
Reply
12 REPLIES 12
Distinguished Sage
1,087 Views
Message 2 of 13

Re: BT won't fix my Infinity Broadband Issue

This is a customer to customer self help forum posts made here do not go to BT although the forum is moderated by BT not every post is read
0 Ratings
Reply
Distinguished Sage
1,087 Views
Message 3 of 13

Re: BT won't fix my Infinity Broadband Issue

Please remove all reference numbers from your post as they are personal to you and this is a public forum viewable world wide
0 Ratings
Reply
mohamedimrand
Beginner
1,073 Views
Message 4 of 13

Re: BT won't fix my Infinity Broadband Issue

Thanks for letting me know. Trying to figure out how to remove the reference.
0 Ratings
Reply
Distinguished Sage
Distinguished Sage
1,059 Views
Message 5 of 13

Re: BT won't fix my Infinity Broadband Issue

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

0 Ratings
Reply
Moderator
Moderator
1,049 Views
Message 6 of 13

Re: BT won't fix my Infinity Broadband Issue

Hi @mohamedimrand Sorry that you are having difficultly getting your broadband fixed.

 

We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

Community ModeratorJohnC
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”Kudos”
0 Ratings
Reply
mohamedimrand
Beginner
952 Views
Message 7 of 13

Re: BT won't fix my Infinity Broadband Issue

Hi, 

 

Still the issue is not resolved and BT has closed the compliant mentioned that they tried to reach me once, and they didn't heard back me. 

 

Sorry guys, why BT is so bad at communicating. If you can't reach, can't you try again or can you email atleast before close or figure out in backend system whether the issue is fixed. 

 

TERRIBLE....NO FOLLOW UP

 

Can anyone outside help to get this compliant raised with somewhere these kind of behaviour is not done to any customer. 

 

Regards,

Imran

0 Ratings
Reply
Distinguished Sage
943 Views
Message 8 of 13

Re: BT won't fix my Infinity Broadband Issue

Did you take up JonC2's offer of help he is one of the forum mpderators the only BT employees on the forum they are a small team of BT Specialists based in the UK and they will personally own your problem until fully resolved and provide a single point of contact based in the UK
0 Ratings
Reply
mohamedimrand
Beginner
930 Views
Message 9 of 13

Re: BT won't fix my Infinity Broadband Issue

I have send my contact details to JonC2 but I am not sure who closed my open issue and my issue is currently not yet fixed and there is no update. I will send JonC2 again to see whether he can help. Thanks

0 Ratings
Reply
Distinguished Sage
926 Views
Message 10 of 13

Re: BT won't fix my Infinity Broadband Issue

if you have already sent your details to JohnC2 there is no need to contact him again as you are now in the moderators mail queue they will contact you in 3/5 working days as they are busier than normal they will contact you personally by email or phone as soon as you reach the top of their work stack

the moderators will not have closed off your issue
0 Ratings
Reply