Hi, I just registered today to ask this forum for help.
We ordered our Infinity Broadband in Feb. It should have been installed and functional by 24 March, but we are still waiting to have it connected after three months.
I have lost count of the number of times I have phoned, chatted and emailed with BT.
The problem seems to be that we are connected to the wrong cabinet. But instead of fixing anything, two weeks passes and a new engineer is sent. He will declare that we are connected to the wrong cabinet and leave in his van. Process repeats.
The tracking system seems to be chaotic; the help center in India seems to have as much difficulty as I do speaking to an engineer. Even if a competent engineer can be found, he will be unable to actually fix the problem because he is not authorized to open a cabinet that is not on his job list.
I have contacted the Ombudsman and have tried escalating, and even contacting Consumer Help TV and Radio...
Does anybody know of anything that works to break this insane cycle of incompetence?
Mods will help and post a contact us link after reading this.
After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email
Welcome to the forum and thanks for posting, I moved your post and started a new thread as the previous thread you posted on was quite old.
I'm really sorry to read about the problems with your BT Infinity install and we'll be happy to help you with this if you use the 'contact the mods' link in my forum profile to send in your details. You can find the link by clicking on my username.
Its a repetative, sureal and frustrating experience. Nothing seems to help. Appalling service really.