cancel
Showing results for 
Search instead for 
Did you mean: 
4candles
Aspiring Contributor
2,377 Views
Message 21 of 28

Re: Ultra HD engineer install

My router (a Mikrotik Routerboard) is telling me the Ultra HD YouView box is connected at 1Gbps.   It's connected via two cables that run under my floor to a patch panel, and then a patch cable joining them in the patch panel.  I don't see any drop-outs.

0 Ratings
Highlighted
Distinguished Guru
2,353 Views
Message 22 of 28

Re: Ultra HD engineer install


@4candles wrote:

My router (a Mikrotik Routerboard) is telling me the Ultra HD YouView box is connected at 1Gbps. 


So does that mean the UHD box is a gigabit enabled device, or just plugged into a gigabit port on the router? Is there a technical spec for the new DTR-T4000 box?

 

Obviously it currently doesn't need connection speeds over 100Mbps but maybe it has newer gigabit capable ethernet hardware in the box?

0 Ratings
TNT555
Aspiring Expert
2,321 Views
Message 23 of 28

Re: Ultra HD engineer install

Yea, the UHD box is definatly gigabit ethernet enabled. However no need to change anything unless you have real problems or glitches. 

 

It's just my opinion that if you are having problems or glitches, forceing the link down to 100mbps should make for a more reliable link.

0 Ratings
2,137 Views
Message 24 of 28

Re: Ultra HD engineer install

Hello

 

I've had the most frustrating day today all for a little bit of telly!

 

I ordered the Ultra HD package over a week ago to be installed in my bedroom and today was the day but in the end didnt turn out to be. I obviously got myself geared up to start watching it but little after 15mins the engineer came round told me that he was unable to install the BT TV box.

 

There was massive flaws in the information I had been given at the point of purchase so make sure you dont get caught out!

1. Firstly the engineers dont install or run any cabling for the TV aerial! I have an outdoor aerial but it is not connected to my room. The sales rep informed me that the engineer who will come round on installation day will be able to connect it in my room and to my Ultra HD box.

 

2. BT TV engineers dont necessarily carry outdoor ethernet cables. The engineer also told me that top connect the TV box to my Home Hub he will need to run the ethernet cable from the living room downstairs to my bedroom via outside. HOWEVER he didnt have an external ethernet cable to do so.

 

Because of this missinformation I called BT at least 13 times today spending a total of 3hours, yes 3 hours on the phone to try and resolve 1) a new call out date so that I can be connected asap.

I was put through to the technical team who told me that the next appointment slot is 1st Sept. I obviously felt this was unacceptable as the who scenario is through no fault of my own. After the 12th call I got through to a really helpful lady called Gayle in the Customer Retention team (yes it escalated to that point and at the third time of calling this department I may add) who then explained this whole ordeal to someone else in the orderings department (I think this is the official name) who as it stands I am waiting for a call back this Wednesday afternoon to inform me whether they can send an engineer out as a priority this week.

 

So as it stands I'm waiting to find out when they can come and install this box. I obviously will sort the aerial out in the meantime but the whole saga has been a complete and utter shambles, and believe me this post is only a fraction of the story!

0 Ratings
2,034 Views
Message 25 of 28

Re: Ultra HD engineer install

I want to just update the community on the lack of progress since my last post. I'm actually at wits end and not sure what the next steps should be, OFCOM?, BBC Watchdog? or is there an ombudsman?

 

It has now been 19 days since my original order for BT TV and 9 days and counting since my last post.

 

I have now had a second engineer come to my house to install the Ultra HD box but without the key element - THE BOX. The most frustrating thing is that after the first engineer came out and couldnt do the install I called BT (on numerous occasions) and told them that the first engineer was to deliver the box upon his install but as this never happend the second engineer would need to bring one. Depspite being assured by the person from the CUSTOMER RETENTION TEAM that this has been left on the notes (along with a long enough ethernet cable) the engineer turned up without a Ultra HD box.What made matters worse is that the engineer had on his notes to install a standard youview box which quite frankly could be done myself.

 

I then spoke to the CUSTOMER RETENTION TEAM again on numerous occasions informing them I want this whole ordeal just to end, cancel the order and frankly all ties with BT, including other services I have with them. The advisor then tried to redo the order himself only to be told to speak to the Order Management team then told by order management to speak to the previous department. He basically told me that he doesnt know how much more he can help. If he can do anything what much more can I do.

 

As this still hadnt been resolved I said I would like to make a complaint (I had asked to do this before but only now they do it) the advisor then said he will get a manager to call me back before 8pm that evening where I can explain everything and he would do the same also.

 

8.30pm ticked on and still no call back from a manager. I then call back the CUSTOMER RETENTION TEAM only to speak to another advisor who says they cant help. Its only until I insisted that I spoke to a manager that evening did I actually get a chance to speak to one.

 

I now get through to the manager, explain the whole situation to her. She agrees and said the whole saga is unacceptable and that she will email the manager of managers for all the complaints team (technical, customer services etc) as this whole series 'could not' be attributed to one single department. She then confirms and promises that as courtesy she will call me tomorrow (which is today) between 12 and 3pm. 3pm passes and guess what NO CALL BACK! I then call them back asking to speak to the manager again as she promised to call to see if anyone had been in touch. The advisor then tells me that she called me. WHICH I CATEGORICALLY REFUTE! No one called my mobile or landline at any point. He then tells me that the manager I am after is   in meetings all day and that she will call me back tomorrow. I OBVIOUSLY DONT TRUST THIS AS I WAS PROMISED BY THE MANAGER HERSELF SHE WOULD HAVE DONE SO. I was also meant to have a call back from the complaints department but again nothing.

 

This whole thing has been totally unacceptable. I will continue to post updates so that others dont have to go throught the same ordeal and to give the heads up to new customers considering taking out BT TV. Maybe there are others out there who have had (near) similar experiences because from the tone of both engineers who have visited I dont believe I am the only one. Obviously I have missed a range of shows and programming due to everything that has happened.

 

I've obviously capitalised the title CUSTOMER RETENTION because the way I have been treated doesnt make me feel like BT should retain my custom. If anyone knows of another department I should speak to (although I have spoken to almost every department) within BT please do let me know.

 

 

0 Ratings
Moderator
Moderator
2,028 Views
Message 26 of 28

Re: Ultra HD engineer install

Hi tjfrancislive28,

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.

Cheers

 

Robbie

Community ModeratorRobbieMac
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”
Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
0 Ratings
2,024 Views
Message 27 of 28

Re: Ultra HD engineer install

Hi Robbie

Thanks for getting back to me. I have already spoken to the order specialist/order management team. Even a Customer retention team have spoken to them on numerous occasions with as much joy as I have had.

It needs to come from a manager within BT to be totally honest and I dont think that it is too much to ask for them to expedite the order. I have spoken to them before and tried to get them to expedite my order and despite telling me they would they didnt.

I dont feel its acceptable to place another order, lose another two days off work in 10 days time or whenever the general time frame for an installation is
0 Ratings
Moderator
Moderator
1,990 Views
Message 28 of 28

Re: Ultra HD engineer install

Hi tjfrancislive28,

 

I appreciate how frustrated you are with the service that you have received up until this point.

 

Could I ask that you give this specialist team the chance to put things right and if you still aren't satisfied with the progress then we'll pick it up from here?  You'll see the link in the private message I have sent you.

 

Cheers,

 

Robbie

Community ModeratorRobbieMac
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”
Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
0 Ratings