I honestly thought Sky was bad, but BT... well done.
I have recently taken out the Max TV package. I have 4k Netflix, Amazon Prime and BBC Iplayer Beta. All of which stream well. I also have BT Infinity 1, (52 meg).
After looking through the BT website, seeing multiple prices, packages, deals, details... its a total mess from a customer perspective.
Anyway, I ordered the Max Entertainment package, but have been told I cant access certain HD Channels or Ultra HD at all. Apprently my line doesnt support it. In fact I am at the stage where I am unsure what I will get and if I dont get what I want I will utilise the 14 day cooling off period.
Can someone shed some light on why I cant get the UHD channels, or all HD? Or maybe point me in the direction of what I will get with BT TV.
How this business runs is at a loss to me.
The Rabit hole of BT Customer Service gets deeper. After confirming with the "chat service" that i was receiving the new Utra HD box, as per the advert/spec/discussion I had with sales. I have been told this morning that I am not.
I cannot understand why:
BT advertise UHD being available on the 52 meg package;
BT send me an email inviting me to buy the product;
I order the product and it fails with no explanation;
I call BT who tell me I need Infinity first (I have had it for one year);
BT tell me that I cant get UHD but can get everything else and I would still get the UHD box as its better (recording time etc);
BT confirm in writing I would get the UHD box via live chat;
BT email order has no reference to any type of set top box;
BT call me, then disconnect me randomly;
BT call me again, cant answer my question, put me through to sales who tell me I am not on the package I took out in the first instance, offer to transfer me to the technical team, then cut me off (again)
BT then call me to rectify my Broad band technical issue (i dont have one, havent had one, dont know where this came from)
the list goes on @DavidM please, please, please, please can you assit. Just someone take ownership, follow up and add some clarity.
P.S all literature say I need a minimum line speed of 40mbps, I have infinity 1 with average line speed of 48mbps.... I can post the information.
You are very welcome @david112.
When we pick this up, one of the mods will own your case and do everything we can to help. If we've provided you with a TV service that we physically can't provide you with then I can't see us holding that against you.
We will be back in touch with you personally.