Thanks for the heads up mate. I will give BT a ring tomorrow for an update to see if anything has been done today and go on from there.
Liam
BT Infinity & FTTx Discussion
- Thread starter michellez
- Start date
Thanks for the heads up mate. I will give BT a ring tomorrow for an update to see if anything has been done today and go on from there.
Liam
The plot thickens...
Still no phone call back from BT regarding if another engineer of theirs turned up yesterday or today so I called them this afternoon. No one was booked to come round yesterday but someone did apparently turn up this afternoon... only for them to look at the telegraph pole and then decide that a Hoist is indeed required to be able to get up the telegraph pole - and that was it, the engineer left straight afterwards.
Their is no word on when another engineer is booked in yet but another apparent phone call with an update is on the way to me for Thursday (yeah, right).
As you can imagine by the end of that phone call I was very infuriated. However since then I've acquired an email address for someone very high up at the BT Group and I sent them a very lengthy email at just after 6pm this evening detailing what I have mentioned - and to my surprise I've just had a response from someone in their senior service team stating that their looking into the issue directly themselves and will be in touch.
Liam
Sounds like they'll raise a "VIPER" case which is basically where high level complaints (or those made to a director) are overseen.
If you were in my area I'd take a look for you but I've got no access to the East Mids database so unfortunately there's nothing I can do mate but fingers crossed it gets taken seriously and dealt with this time.
If you were in my area I'd take a look for you but I've got no access to the East Mids database so unfortunately there's nothing I can do mate but fingers crossed it gets taken seriously and dealt with this time.
Yeah going by what I read up on Google earlier on with this chap in question who I emailed, he really gets the ball rolling with getting these sort of things resolved and quickly - so fingers crossed.
No worries at all mate, but I appreciate your concern
I will report back if I hear anything tomorrow.Liam
Quick question.
I've a BT Home Hub 5 (Type A) and the standard OpenReach Modem.. I get around 16Mbps down and 1.5Mbps up.
Not too fussed about the 16Mbps download speed tbh, but is there anything that can be done to squeeze a bit more upload speed out? New router? Firmware flash?
Thanks
Yes; Have you unlocked the OpenReach Modem? What Model is it?
If you flash your Modem, you can disable QOS (Quality Of Service) which is known for increasing your upload.
What service are you on by the way? Your upload seems extremely low either way for Infinity, even if your download is 16Mbps. Only seems slightly higher than ADSL2+.
Would also be interesting if you could post your line stats in the http://forums.overclockers.co.uk/showthread.php?t=18340930 thread using the instructions on the first page should you decide to flash. Will help us determine whether you have any issues
.By the way what faceplate do you have? What RJ-11 cable do you have from the OpenReach modem to your Master?
What a day it has been...
Going back to last night, I had another email from the BT CEO personally expressing his apologies for this fiasco and that he has tasked his Senior team to deal with this directly. This morning within the space of an our I had three phone calls from a Chief Executive of the Senior Service Team stating that she's now looking into this personally and that she will keep me informed of all progress.
A mate of mine rang me early this afternoon who lives near by to inform me that FOUR BT vans had turned up and had blocked off our road (we live in a very narrow one way street, I bet that went down well with our new neighbors lol) - turns out that they have all arrived to work together to get this issue sorted out quickly, and they also needed to get into the house so they could fit the dedicated Infinity line!
My mate let them in and I spent a couple of phone calls onto one of the engineers at their request to direct them where to fit the new line. Two hours later my mate rang me to inform me that they had finished everything and that it was all working
I've done a couple of speed tests already and the best I've had is 62MB down & 18MB up but it has been fluctuating a lot, probably due to it settling in - I'll post some screenshots tomorrow
In just less than 24 hours of sending that email to that particular person high up in BT I am finally online and this fast turnaround is simply brilliant, a huge credit to those involved - it's just a shame that the same couldn't be said for BT's own customer support!
Liam
Going back to last night, I had another email from the BT CEO personally expressing his apologies for this fiasco and that he has tasked his Senior team to deal with this directly. This morning within the space of an our I had three phone calls from a Chief Executive of the Senior Service Team stating that she's now looking into this personally and that she will keep me informed of all progress.
A mate of mine rang me early this afternoon who lives near by to inform me that FOUR BT vans had turned up and had blocked off our road (we live in a very narrow one way street, I bet that went down well with our new neighbors lol) - turns out that they have all arrived to work together to get this issue sorted out quickly, and they also needed to get into the house so they could fit the dedicated Infinity line!
My mate let them in and I spent a couple of phone calls onto one of the engineers at their request to direct them where to fit the new line. Two hours later my mate rang me to inform me that they had finished everything and that it was all working
I've done a couple of speed tests already and the best I've had is 62MB down & 18MB up but it has been fluctuating a lot, probably due to it settling in - I'll post some screenshots tomorrow
In just less than 24 hours of sending that email to that particular person high up in BT I am finally online and this fast turnaround is simply brilliant, a huge credit to those involved - it's just a shame that the same couldn't be said for BT's own customer support!
Liam
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Nice, any time i have a problem with BT, i always email the chairman, never fails, you get a call within a few hours.
Its how i got on the trial for poor lines on infinity in the first place.
They call you back when they say they will, and they always check you are happy with the result, then sign it off.
Its how i got on the trial for poor lines on infinity in the first place.
They call you back when they say they will, and they always check you are happy with the result, then sign it off.
Not any more. Ian has left BT now and that channel has been closed.
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Ive emailed Ian before, and Gavin about 3 months ago, worked then.
Soldato
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Pity that level of cs is not all the way through the organisation
way to go Three !
4G now enabled at "home" - and my upload now on my mobile contract is almost double (20mbs) that of my BT FFTC
pretty embarrassing really
mobile is only going to get quicker - whats the next step for non-Virgin Media customers ?
4G now enabled at "home" - and my upload now on my mobile contract is almost double (20mbs) that of my BT FFTC
pretty embarrassing really
mobile is only going to get quicker - whats the next step for non-Virgin Media customers ?
What's the latency like?
my HH5 is like that too. max uptime 10days. average uptime 1-2days. 2-3mbit of lost upload speed too
had a modem and HH3 before and it almost never dropped!
bt engineer took the hh3 and modem when he fitted the hh5, anyway i can get bt to send me another one ??
Just to confirm things from my end - it was Gavin who I emailed as well
I've been spending a lot of trying to tweak and get the best out of my Infinity since last night, originally I was getting anywhere between 25-45MB and it was fluctuating a lot but I have discovered that this is in fact down to the Home Hub 5 itself. I've done a lot of reading into it and I have manually set the wireless channels (Channel 5 on 2.4Ghz & 44 on 5Ghz), turned off the "Smart Setup" feature and manually changed the setting on my laptop so that 5Ghz is the preferred network mode as mine kept connecting to 2.4Ghz by default. However, in general I am finding that the wireless performance on this Home Hub 5 is slightly disappointing in general.
Now I'm getting a constant 50MB download speed on the speed tests
However, if I connect my laptop directly to the router via the LAN capable then I get 64Mb.
Is their anything else that that I can tweak on the router so that I can get better wireless performance?
Thanks - Liam
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Soldato
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- 18 Oct 2002
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- 9,331
my HH5 is like that too. max uptime 10days. average uptime 1-2days. 2-3mbit of lost upload speed too
had a modem and HH3 before and it almost never dropped!
bt engineer took the hh3 and modem when he fitted the hh5, anyway i can get bt to send me another one ??
A certain auction website has plenty of Openreach modems for sale.
Just connect phone line to the modem via RJ11 and then the modem to the WAN port on the HH5 via ethernet cable. Doing that will run the HH5 in router mode only, which it can actually do a good at.
My theory is those close to their cabinets or with decent quality lines won't have issues with the HH5 modem. Add distance and and impacted line (like mine) and it struggles.
16 days uptime so far for me, so I'm happier.
Sorry guys time for a rant, I apologies in advance!
Well I've been that annoyed I feel the need to post my BT infinity experience over the last few weeks.
So day 1 I order BT infinity 2 up to 78mb Fibre broadband thinking ill be up and running in a week (how wrong I was)
I ordered the Package on the 18th May and arranged for the installation date on the 29th May taking time off work to ensure I'm at home. I was then told an engineer didn't need to enter the property and that he could do it from the exchange (not a problem it meant I could stay at work)
The 29th arrived and I received an email from BT saying my phone line was up and running and that after midnight my broadband would work. So the next day I turn everything on and to my surprise nothing was working. So I call BT as any customer would do to chase up the issue, I am told that because the previous tenant in the flat had the same package and had not cancelled the package they couldn't set it up. So I did think this is fair enough and I should try and contact the previous tenant through though letting agency to find the previous tenant HAD cancelled their contract with them at this property.
I then call BT again and tell them the situation, They then tell me they cancelled my order and I had to go through the re-order process again and re-arrange another Engineer's appointment. So I am getting impatient now and want the package I have already paid for to be set up!!
I speak to an operator and am told that I will be put on the priority list for the product to be set up by the end of last week (6th June). I was promised phone calls from various operators and never received them. One guy said he would promise to ring me the day after to check everything was sorted with regards to an Engineers appointment, so I asked him his name again so I knew who I was speaking to and he stuttered never told me his name and said actually I'm off tomorrow so won't be able to ring (Lied to me).
So The end of the week comes and I have given up on the fact that I was getting it by the end of last week. I then get a phone call from another operator telling me they have arranged for an installation date of the 23rd June!! I then proceed to explain that this is not an option and I want it within a few days seems as though it is over 3 weeks since I placed the order. This operator tells me that's not possible, so I ask to speak to his manager (he refuses), I then ask to talk to the complaints department and ask for his name, he then puts me on hold and speaks to his supervisor who says I can have it for the 11th or 12th June. They couldn't confirm the exact time and date until the date of installation though. How am I supposed to arrange to be off work when they cant give me a date.
Anyway I get another call on the 11th telling me that the 11th or 12th are not possible and the can come on the 13th June (Today) between 1PM & 6PM. I accept this and agree for the engineer to come. And here I am now finally set up, the engineer was spot on and it took only 20 minutes to set me up!!
They rang me only 1 hour ago to ask if everything was set up, the moment I said yes everything is fine and before I could even say anything else the female operator hung up on me!! I was fuming!!
I have probably spent around 3 hours on the phone to them over the last few weeks and been lied to several times. Overall the experience has been disgusting, the customer service disgraceful, a team of liers, and absolutely clueless about there own jobs.
I cannot believe something as simple as the internet has got me so angry. And to top it all off I am getting charged the full amount instead of the 3 months lower internet price of £20.
To anybody considering internet through BT, DON'T from the experience I've had. I am sure there are people that work within the business good at the job unfortunately the 7-10 people I've spoken to over the last few weeks have been terrible.
Next step for me is to make this formal and complain to BT, is there anyway I can take it further. I would like them to listen to the recordings from each phone call also as proof of how many times I was lied to.
This will go on the BT community forums also.
This is the first time I have posted something like this on OcUK, but feel it was required
Speeds are good though
Well I've been that annoyed I feel the need to post my BT infinity experience over the last few weeks.
So day 1 I order BT infinity 2 up to 78mb Fibre broadband thinking ill be up and running in a week (how wrong I was)
I ordered the Package on the 18th May and arranged for the installation date on the 29th May taking time off work to ensure I'm at home. I was then told an engineer didn't need to enter the property and that he could do it from the exchange (not a problem it meant I could stay at work)
The 29th arrived and I received an email from BT saying my phone line was up and running and that after midnight my broadband would work. So the next day I turn everything on and to my surprise nothing was working. So I call BT as any customer would do to chase up the issue, I am told that because the previous tenant in the flat had the same package and had not cancelled the package they couldn't set it up. So I did think this is fair enough and I should try and contact the previous tenant through though letting agency to find the previous tenant HAD cancelled their contract with them at this property.
I then call BT again and tell them the situation, They then tell me they cancelled my order and I had to go through the re-order process again and re-arrange another Engineer's appointment. So I am getting impatient now and want the package I have already paid for to be set up!!
I speak to an operator and am told that I will be put on the priority list for the product to be set up by the end of last week (6th June). I was promised phone calls from various operators and never received them. One guy said he would promise to ring me the day after to check everything was sorted with regards to an Engineers appointment, so I asked him his name again so I knew who I was speaking to and he stuttered never told me his name and said actually I'm off tomorrow so won't be able to ring (Lied to me).
So The end of the week comes and I have given up on the fact that I was getting it by the end of last week. I then get a phone call from another operator telling me they have arranged for an installation date of the 23rd June!! I then proceed to explain that this is not an option and I want it within a few days seems as though it is over 3 weeks since I placed the order. This operator tells me that's not possible, so I ask to speak to his manager (he refuses), I then ask to talk to the complaints department and ask for his name, he then puts me on hold and speaks to his supervisor who says I can have it for the 11th or 12th June. They couldn't confirm the exact time and date until the date of installation though. How am I supposed to arrange to be off work when they cant give me a date.
Anyway I get another call on the 11th telling me that the 11th or 12th are not possible and the can come on the 13th June (Today) between 1PM & 6PM. I accept this and agree for the engineer to come. And here I am now finally set up, the engineer was spot on and it took only 20 minutes to set me up!!
They rang me only 1 hour ago to ask if everything was set up, the moment I said yes everything is fine and before I could even say anything else the female operator hung up on me!! I was fuming!!
I have probably spent around 3 hours on the phone to them over the last few weeks and been lied to several times. Overall the experience has been disgusting, the customer service disgraceful, a team of liers, and absolutely clueless about there own jobs.
I cannot believe something as simple as the internet has got me so angry. And to top it all off I am getting charged the full amount instead of the 3 months lower internet price of £20.
To anybody considering internet through BT, DON'T from the experience I've had. I am sure there are people that work within the business good at the job unfortunately the 7-10 people I've spoken to over the last few weeks have been terrible.
Next step for me is to make this formal and complain to BT, is there anyway I can take it further. I would like them to listen to the recordings from each phone call also as proof of how many times I was lied to.
This will go on the BT community forums also.
This is the first time I have posted something like this on OcUK, but feel it was required
Speeds are good though
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