cancel
Showing results for 
Search instead for 
Did you mean: 
geefull
Beginner
246 Views
Message 1 of 5

Is this how it usually works?

Hello, I'm a new joiner, although I read the forum with interest before we moved to BT a couple of years ago, and I could do with some help please.

 

Having already expressed interest in Infinity we got a card from BT saying fibre was now available in our village, I checked online and it said FTTC was available to our number. We have BT broadband (@2.5Mb down) so we ordered upgrade to Infinity 1 on 9th. Jan and the order came through on the 11th. We were given a date of 2nd February for the implementation.

 

The HH5 arrived on the 1st as promised. The hub works fine, but, no fibre, (it was just about that time that the major BT outage happened). We gave it about 10 days then tried to get in touch by the phone helpline, then the online chat help, first they told me that the order was complete. No it wasn't. Then I was told that someone from one of the 'teams' would call me the next day, they actually did call the day after that.

 

That phone call was to tell me that they had found out and sorted out the problem (17th Feb) and gave me a new date of 2nd. March. We also received an email saying that the implementation would happen in the next three days!

 

I checked 'myBT' and indeed the original order had been closed, another order we knew nothing about had been opened and closed and the latest order was showing as placed on 17th. At the beginning of this week I checked the order again and it says 'we've made a new appointment' and the date now says the 24th. March, no-one contacted us and we have no idea why it's been changed.

 

I had another look this morning and the date still says the 24th. March but the timeline bit now says 'foundflaggedforattention item' Still no contact from BT.

 

Any idea what that means and is it likely that even this latest date will be honoured?

 

I should add that there are some people in the village who have had fibre implemented.

0 Ratings
Reply
4 REPLIES 4
Distinguished Sage
Distinguished Sage
242 Views
Message 2 of 5

Re: Is this how it usually works?

See if forum mods can help you at least find out what is happening  mods will post here



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
Moderator
Moderator
233 Views
Message 3 of 5

Re: Is this how it usually works?

@geefull Thanks for posting and welcome to the forum I'm really sorry to hear of the problems that you have had with your order, those messages do indicate there could be an issue and I am sorry no one has been in touch to update you.

Your best bet would be to contact our order team and allow them the chance to put things right. You'll be able to chat with our Order specialists using the following link: Order Team

Should you have any further problems after speaking with this team please let us know.


Thanks
Neil

Community ModeratorNeilO
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
geefull
Beginner
183 Views
Message 4 of 5

Re: Is this how it usually works?

Thank you both for your help, I tried the help link but got cut off mid conversation last night, I'll have another go today.

 

I've noticed a typo in my post though for which I apologise, the latest date is the 14th of March not the 24th, so a bit better (if it holds).

0 Ratings
Reply
geefull
Beginner
163 Views
Message 5 of 5

Re: Is this how it usually works?


@NeilO wrote:

@geefull Thanks for posting and welcome to the forum I'm really sorry to hear of the problems that you have had with your order, those messages do indicate there could be an issue and I am sorry no one has been in touch to update you.

Your best bet would be to contact our order team and allow them the chance to put things right. You'll be able to chat with our Order specialists using the following link: Order Team

Should you have any further problems after speaking with this team please let us know.


Thanks
Neil


Hello again,

 

I have managed to have a conversation with the chat line this morning, (after first getting cut off mid chat again).

 

I gave the advisor all the details and they said they would go 'away to check' if I would hold, they eventually 'came back' and said that activation on the given date of 14th. March is still expected to go ahead.

 

No explanation of why the date had changed and no information about the 'found flaggedforattention item' on the order.

 

Does this sound robust?

 

So I actually don't know whether we have further problems or not (and presumably won't until the 14th. March) unless someone contacts us or the date moves again 😞

0 Ratings
Reply