Showing results for 
Search instead for 
Do you mean 
Posts: 1
Registered: ‎31-10-2012
0 Ratings

BT Infinity should be available, but it's not...

Bit of a long nightmare of a story, but really hoping someone might be able to help. Especially as the customer services person I just spoke to was far from informative.

We live in a large house in East London which was converted into three flats a number of years ago. As our flat is on the  bottom two floors of the building (including the ground/entrance floor), our registered phone line address has always been simply the number of the house '6 xxxx Road', presumably this was carried over as the original phone line came in on the ground floor (my guess), whilst the flats in the same building above us have been listed/registered by their designated flat numbers.


This had always been fine, until one of the tenants on the top floor decided to change her phone/broadband provider to o2 and there was some confusion over which line was hers (possibly because she failed to give them the flat number, or possibly because they just got something wrong). This managed to get our previous service cut off, and left us without phone/broadband which, needless to say, was not marvellous.


At this point, as o2 had succesfully taken over our line and appeared to be one of the more competitive providers out there, we misguidedly thought that a move to o2 would be the most straight forward next step. In fact this wasn't straight forward at all as they proceeded to set up our new account on a mysterious different line, as at this time the line into our flat had become registered to the tenant upstairs. Adding to this, in spite of what common sense would suggest, they claimed not to be easily able to simply swap the orders/services at this point, in spite of the fact that both parties had filed issues with the services. And none of this was helped by the fact that the upstairs tenant was working away at the time and being hugely unreliable about speaking to o2 directly and getting the issue resolved once and for all.


After over a week of speaking to o2's customer service line for several hours a day and not making any progress, I was advised the best course of action might be for both parties to cancel their orders and to start again, and that in our case starting from scratch with BT could be the best idea, as they own the physical lines and the right to adminster details regarding addresses, etc.

In spite of the fact that there was a 6 week wait for an engineer to come out (even though there was a live BT point in the property), and that this would involve a significant hike in our monthly costs, we were by this point between a rock and a hard place and duly opted to set up a new account with BT, with a new address reflecting the flat number. In this case 'Flat a, 6 xxxx Road'.


Prior to setting up the service I rang the BT customer service line to check the availability of BT Infinity (as well as talk through a few other finer points of the contract) and was told that the service was unavailable to my street and having looked at his system could not see a forecast date for Infinity availability, in spite of our area being widely covered by the service.

Fastforward 6 weeks to last Friday, and we finally get an engineer out to install our new service who takes about 30 seconds to do his bit and who is clearly baffled by the incompetence and lack of joined-up-thinking leading to our catalogue of difficulties. During his visit he pops out to the connection box (immediately outside the house in our case) and says "you should really be getting Infinity, there's fibre optic for your property in there." I tell him that I was told that it wasn't available an he tells me that it's definitely available for our property, so it must have been very recently installed, that we should upgrade our service.

So I decide to double check to see if it is available to my property on the website:

Sure enough, if I stick my postcode/house number in, it tells me that it's available to my house now. So I ring up the customer service line, and they tell me that actually I can't have it on my new telephone number. I ask why, and they say they can't tell me why, but that there could be a variety of reasons. I say "that's not terribly reassuring" and try to explain that actually the address '6 xxxx Road' which the system approves an Infinity service for is exactly the same line as 'Flat a, 6 xxxx Road', which for some unknown reason their system is rejecting. I tell them that the engineer has told me it's definitely available and that the hardware is two feet away from my house. The conversation quickly becomes a bit "computer says no" and I'm swiftly put through to another department who have no idea what I'm talking about as they haven't been briefed. So I kindly decline to go through it all again.

In short, given the information I have, I am pretty certain that if BT were to send an engineer out they would be able to provide me with this service, but due to a complication with my new details, I'm in another customer services limbo-world, where don't know what the next step to take is. I'm pretty unhappy that I am paying for an inferior service when there is a better one available to me. It seems crazy that I could cancel my new service and set up a new one at ''6 xxxx Road', dropping the 'Flat' detail and that would give me fibre optic, yet BT are unwilling to make a simple amendment in order to assist me. It's been less than a week with BT and I'm definitely not a satisfied customer so far.

I apologise for the essay-like length of the post, but I wanted to give all the details leading up to this problem in order that I might get the best advice to resolve it. Many thanks in advance, should anyone have taken the time to wade through it all!

Thanks again.

Distinguished Sage
Posts: 61,208
Registered: ‎21-06-2010
0 Ratings

Re: BT Infinity should be available, but it's not...


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

john46 | Help Site | BT Service Status
Someone Solved Your Question?
Please let other members know by clicking on ’Mark as Accepted Solution’
Try a Search
See if someone in the community had the same problem and how they got it resolved.