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Message 1 of 3

Nightmare moving my Infinity line to new home


I’ve just moved home and an engineer was supposed to come on Monday the 24th August to install everything. When he didn’t show up, I called BT, and thats when my terrible customer service experience began. I’ve been on the phone for hours this week speaking to various call centre employees trying to find out what happened. After several hours I was able to speak to a member of the Fibre team, who told me my fibre line needed to be installed, and hadn’t been, so the appointment had been cancelled (without telling me of course.) According to themI would get an update on the wednesday.


Come wednesday no-one called, and when I called up to find out for myself, I was told there was no update possible, but I’d receive one the following day (thursday 27th.) On thursday I received a text telling me the line would be installed that day and I’d receive a call back on friday to confirm the work had been done, and have an internal engineer visit appointment made.


That day I didn’t notice anyone come to do the work,, and come friday no one called. At the end of the day I called to see what had happened, and was told the fibre team department was shut and I would receive a call back first thing saturday morning. No call from BT on the saturday morning came, so after going through 3 customer service representatives I’ve apparently been put in a queue to join the fibre team, but the phone is just ringing, no one is picking up, and its been 30mins. I have a feeling the fibre team department is closed, or I’ve just been put through to a dead line.


In amongst all the above detailes are many calls to BT where I’ve been put through to a queue where I wait 15-30mins and then get hung up on, this seems to be a theme, and is incredibly frustrating, I’ve wasted hours and hours. I’m hoping a moderator can help with this problem, I need my home to be connected as I work from home several days a week, and this is really creating a problem for me.

Message 2 of 3

Re: Nightmare moving my Infinity line to new home

Is that the department I should be requesting?

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Message 3 of 3

Re: Nightmare moving my Infinity line to new home

Hi JamesMidwinter,

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.


Community ModeratorOlga
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