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Message 1 of 3

Mr Order Hell

Not sure this is the right place for this Rant, but didn't see an obvious 'Trying to become a bt infinity customer, but they're making it a nightmare' section.


So,  I originally placed an order for BT infinity on 14th April, as I was moving to a new house, and need decent broadband for work.  So I thought sorting it out a couple of weeks in advance of moving was reasonably organised, and as such they were able to offer me a infinity installation on the afternoon i moved in.


Then came the 1st sign it was all going pear shaped, when the new home hub arrived, addressed to the previous owner of the property.  Yep, the sales person had just ordered infinity for the existing owner, and not as a new order for me, and my installation would no longer happen.  I was told that order needed to be cancelled, and then a new one placed (they had to contact the previous owner to cancel the order, even though I placed it), and then found out it would take 24 hours for the previous order to be cancelled.  All in all i spent approx 2 hours on the phone to BT, and was hung up on a couple of times (at no point was I rude, and never swore, they simply didn't want to deal with what was quickly becoming a complicated enquiry)


So, i just about managed to hold it together, and phone back the following day to get the order process moving, where I spoke to a very helpful girl, who could see the history of the problem, got the order placed, and arranged the earliest install date of the 7th May.


Today, having received no post or email confirmation of the order i phoned again to see what was going on.  I was told Infinity wasn't available at my address, and therefore the order was put on hold.  Nobody had made any attempt to contact me, and also I know that infinity is available, as the neighbours have it, and because the installation for the previous owner was all on track fine.


Soooooooo, the chap (apparently a supervisor) I have just been speaking to has advised me that Infinity is available, but I had to place an order for standard broadband, and once the line was active they could change it to infinity within 24 hours.




The earliest any form of internet would be available was 20th May. Arghhhhhhhhh


Not only that, but he claimed no socket changes were necessary, they could just upgrade me remotely, which goes against every other conversation i've had with bt, and the experience of my parents etc.


does anybody have any ideas what I can possibly do to get this sorted properly, and quickly.  I have zero faith the chap I just spoke to has done anything more than just process an order, because he wants the sales commission

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Distinguished Sage
Message 2 of 3

Re: Mr Order Hell


I am sorry to see you are having problems

I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them

They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress

They are a UK based BT specialist team who have a good record at getting problems solved

This is a customer to customer self help forum the only BT presence here are the forum moderators

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Message 3 of 3

Re: Mr Order Hell

Thanks John,


I'll get onto the Mods now.





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