BT Infinity & FTTx Discussion

30th this month i can order, £25.60 plus £10 line rental saver £35.60 but i was paying £22.50 with sky broadband unlimited so for another £3 a week i think its worth it plus maybe topcashback will give us more that £25 cashaback!
 
DirtyJester said:
Home from work to find a BT engineer calling card in hall, oooh great. Yes you guessed it they came out to install it even though I had rearranged it online via the reschedule appointment function and as posted above had selected the 12th Sept. New date the 22nd! Rang them up and after all the usual please hold rubbish I now have to wait 24hours to see if I can get it installed on the 13th. Deeeeeep sigh ......
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Well after another phonecall on Friday night promising an answer in 24 hours I'm still waiting. Checking my install date online still shows the 22nd Sept. a date they selected and one I've told them does not suit. Also noticed the reschedule appointment option has now been removed for Infinity, guess am not the only one has had this happen.

Update:

Ok just off the phone again (all the calls have been made by me) with BT and now I've once again been told I shall get a phonecall today to confirm what is happening, my bet it won't be to tell me that it's gonna happen (install) tomorrow. What a complete shambles !
 
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BT just off the phone .... they cannot confirm a date as yet! So deffo looks like it won't be tomorrow and at very best I will get a call from them sometime to arrange another date :(


OH and the 22nd is still listed online as my install date ...
 
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DirtyJester said:
BT just off the phone .... they cannot confirm a date as yet! So deffo looks like it won't be tomorrow and at very best I will get a call from them sometime to arrange another date :(


OH and the 22nd is still listed online as my install date ...
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Well, BT were terrible for me, probably not what you want to hear, but:

Tuesday 02/08/11 - Order Placed for Phone Line, BT Vision and Infinity. Tried to place the order via the website but it kept throwing me out stating there was an error. Ended up placing the order over the phone, but the lady I spoke to said she had to place separate orders for the phone line / Infinity and BT Vision.

Orders confirmed for Phone line change over on the 17th August – Engineer attending to install Infinity on the 17th August and Vision live from the 19th August.

I subsequently cancelled by existing services with Sky for the 17th August and booked a days leave from work.

Monday 15/0811 – Received BT Vision box, powerline adapters and Homehub 3. Despite requesting these to be left in the garage as nobody would be in (and it being printed on the labels) they were left at the back door – open to the elements. I had no idea they were there as no card had been left etc, until I almost tripped over them going to put the rubbish out.

In anticipation for the engineers visit on the 17th and being advised that a “clear run” would be required for the data extension kit between the Master Socket (in the lounge) and the PC (in the Study) I spent approximately three hours unhooking my PC and multiple monitors, clearing the drawers of the (very large and heavy) corner desk as the socket in the study needed clear access to be worked on, moving the desk, putting the paperwork back and setting the PC back up as well as moving other furniture on the proposed route, much to the annoyance of my wife.

Tuesday 16/08/11 approximately 12.30 I receive a call from a lady from BT to say that due to an oversight on their part when processing the order an Engineer will no longer be attending on the 17th (the next day!) as they have inadvertently booked the line swap (from Sky to BT) and engineer visit on the same day and the line needs to be swapped before the engineer can set up Infinity. I explain I have taken time off work, moved meetings and prepared the house for the visit and she apologises but says nothing can be done. I query if he can come after the swap on the same day by placing a late appointment, but am told that BT need confirmation of the line swap before they can place the request for an engineer. Essentially nothing can be done, so have to wait until the line swap is confirmed and then place an order for an Engineer. I explain that as well as the day off and moving of furniture I will also lose TV and broadband as of the 17th as Sky are cancelling everything and I work from home a lot and need the broadband connection. She apologises but nothing she can do. I query if I can use BT Vision without Infinity as I will have no TV and have 2 children, 18 months and 3. She advises I can’t, but she has no record of me having and BT Vision contract or request. I explain I have the box as it was delivered the day before and an email confirming the go live date of the 19th August, she searches but no record of this at my address. Only a second search (by my mobile number) reveals that yes I do have a BT vision contract but no this wont be available until Infinity is installed. So no TV or broadband until the engineer is booked. She promises someone will call me back once the line is swapped over to arrange a new engineers appointment.

Wednesday 17/08/11 – No engineer, line swaps over from Sky to BT, so now no broadband, TV, or call back from BT.

Thursday 18/08/11 (1 day of no Broadband or TV) – Still no call from BT by 11.00am so I call them. Takes for ever to get through but eventually speak to a very helpful Scottish Lady called “Val”. Explain the situation and that the only day the following week I can have someone in the house (which still needs me to rearrange meetings and take a further day off work) would be Monday the 22nd. She explains that the line has been changed over and “everything is in place for the Engineer’s visit” but she can only place a request 5 days in advance of the swap over so will have to do this, which results in a date of 25/08/11 and then will request an “expedited” appointment to be brought forward to the Monday, but can’t guarantee the Monday. I explain, again, the loss of TV and Broadband service, disruption, days off work, work from home and Monday being the only day anyone can be available. She promises to do everything she can, but the request takes 24 hours to go through. Someone will call me back tomorrow – Friday 19/08/11 but they have to get a response from BT Wholesale and can’t do anything further.

Friday 19/08/11 (2 days of no Broadband or TV) – No call from BT so I decide to call them at 16.30 – go through the usual on hold scenario until I get the call centre and after, yet again, explaining the situation and events to date get put on hold (for ages) until they eventually return to tell me that the internal expedient request hasn’t been placed. I was not happy, to say the least, and requested this was sorted out immediately – met by lots of silence and then eventually, after prompting them for a reply was told that they would have to get someone to call be back “straight away”. Two hours later at 18.30 nobody had called back, so I call BT. Eventually get through to a call centre, yet again explain the full situation and events to be told they have no idea what I am talking about and can I be put on hold. 20 minutes later I am told, very sheepishly, that the expedient request has been submitted but not progressed. Again told there is nothing that can be done and someone will have to call me back tomorrow (Saturday 20/08/11) I tell them that I do not hold much hope as promises to be called back have as of yet not happened and its always me having to call BT at great length and frustration. They promise to get someone to call me back.

Saturday 20/08/11 (3 days of no Broadband or TV) – gets to 17.30 and nobody has called. So, yet again, I call BT and following the usual hold I get through to the call centre. , Yet again explain the situation and events to date to be met by “there is an engineer coming on the 25th” I take a deep breath and say, “No” and explain, again, what I have just said and mention, again, the expedited request. Met with silence and when ask what is happening get one response, and one response only “there is an engineer coming on the 25th” after 3 or 4 times he puts me on hold while he transfers me. Second call centre worker than insists I give them a full security check details before, again, having to explain the situation and events. No messing about, nothing this person can do and will have to pass me through to someone else. So the third call centre worker gets the full spiel and actually seems to be able to tell me something. Not what I want to hear as after being on hold yet again I am told that the expedient request has not been placed, as “Robert” has not pasted the email onto the account details and therefore he is not sure what is going on. He then tells me that he has to call BT Wholesale and will have to call me back. I explain I do not hold much hope, given BTs record in calling me back. He assures me he will, and low and behold not 20 minutes later, he DOES call me back!

I am then informed that the department that deals with the expedient requests is closed Saturday and Sunday and even if they have received the request won’t process it until Monday. He suggests that he will call me at 9.00am Monday to let me know if an engineer is coming. I explain I will have been at work for some time by then and will not be able to wait in, unless they are sure an Engineer is coming as I cant work from home without Broadband) – I ask the likelihood of the Engineer coming on Monday and am told, little if any chance as the request wont have been received. After much weighing up of options we decide the least disruptive option is to cancel the expedient request and to leave the engineers visit for Thursday the 25th and I will yet again rearrange meetings and take a day off work. I check and he confirms that the engineer will bring the modem / router, data extension kit and will definitely be coming in the 25th. He also apologises for the disruption and gives me a reference number which notes that BT will provide compensation over the whole situation and I should call and quote that number once I receive my first bill. Before I hang up I thank him for what appears to be a solution and double check, and he confirms, the expedient request is cancelled and the engineer is coming on Thursday the 25th.

Monday 22/08/11 - (5 days of no Broadband or TV), sat at work at 08.30 to receive a text (and email) noting “BT here. Sorry we missed your engineer visit. Your new visit’s on 23 Aug 2011 between 8am – 10am. Need to change? www.bt.com/ordertracking”

Call BT, get through to the call centre and yet again go through explaining the situation and events only to be told “there is nothing I can do” and will have to be put through to the Infinity team. Im transferred to a very helpful Scottish lady who puts me on hold while she checks my records. She comes back on the line to advise that there is no record of any attendance, request for attendance or expedient request just that my engineer visit is booked for the following day the 23rd, again explain it has to be the 25th, as agreed and arranged. Told she cant do that “from here” and she needs to speak directly to the Engineer – im put on hold and a few minutes later told that it is all rearranged for the 25th – I get a text confirming this whilst still on the line to her. She assures me the Engineer WILL turn up ……..

Tuesday 23/08/11 - (6 days of no Broadband or TV) receive a text (and email) noting “BT here. Your broadband engineer will visit on 25 Aug 2011, arriving 8am - 10am. Need to change? www.bt.com/ordertracking”. All seems good.

Thursday 25/08/11 - (8 days of no Broadband or TV) – Engineer turned up and was an absolute star - couldn't be more helpful :D - BT "Customer Services" could learn a lot from him ..........
 
I have had it just over a week now and I have been doing about 50gb a day at night. I have a backlog of data to download and upload, totally about 800gb. I am still getting max speeds and i have had no problems so far.

The latency has been good. In quake live I have been getting 20-35 latency.

edit: ~TB~ I had similar problems. For anyone else about to go through it. I would say a few things.

1) repeating the whole story does not necessarily help you, stick to what needs to be done.
2) ask for references numbers and names, every single time you speak to someone.
3) ask for emails or text messages for confirmation.
4) ask for direct numbers to the correct department
 
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groen said:
I have had it just over a week now and I have been doing about 50gb a day at night. I have a backlog of data to download and upload, totally about 800gb. I am still getting max speeds and i have had no problems so far.

The latency has been good. In quake live I have been getting 20-35 latency.

edit: ~TB~ I had similar problems. For anyone else about to go through it. I would say a few things.

1) repeating the whole story does not necessarily help you, stick to what needs to be done.
2) ask for references numbers and names, every single time you speak to someone.
3) ask for emails or text messages for confirmation.
4) ask for direct numbers to the correct department
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Cheers ~TB~ it may sound weird but it kinda helps to know you're not alone :)

groen good points there mate, I'll keep them in mind as from tomorrow when I ring them back demanding a date :)

Oh forgot to mention sent off an email of complaint on Saturday via BT website, still waiting on a response.
 
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No probs mate - all I can say is pester, record whats said (they have a habit of denying things even though they have allegedly "put a note on your file") and stay on the line until you receive a confirmation email / text

Hope you get sorted soon - once your up and running you will soon forget about the shower of ***** that is BT "Customer Service" ;)
 
Look at these then, bet your all jealous! :rolleyes:

Aluminium line for you thats 1060m long.

fibreeeeeeeeeeeee.jpg
 
~TB~ said:
No probs mate - all I can say is pester, record whats said (they have a habit of denying things even though they have allegedly "put a note on your file") and stay on the line until you receive a confirmation email / text

Hope you get sorted soon - once your up and running you will soon forget about the shower of ***** that is BT "Customer Service" ;)
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Cheers :)

Ok only off phone (once again I had to ring them) with BT, a decent chap scottish accent and goes by name of Colin. I've now been informed my order is in 'limbo' and they can't confirm a date as this is down to the engineers to arrange, something they should have done after 1 day of waiting ! I now have to watch my email inbox to see if I can go back to the BT site and select another appointment date of my choice .... just sitting here shaking my head wondering if it's this bad to even arrange an install date what the hell must it be like if you have a problem ! :mad:

Update
Still no email or reply to my email of complaint.
 
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Locky said:
have you tried the SNR tweak in telnet, I'm pretty sure it will work.
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was going to earlier, but i have to move a pc near the master socket, dont have a laptop, got telnet to work once ,but it wouldnt do it again, will have another crack soon. I see someone on adsl guide tried it and it sort of worked.

I also have put a suggestion to the chairman of bt, and theyve passed it to openreach planning, so they are looking into something, fingers crossed.

Im on the fibre trial, been on it since april, 1st started out at 16mb, its dropped since.
 
Balb0wa said:
was going to earlier, but i have to move a pc near the master socket, dont have a laptop, got telnet to work once ,but it wouldnt do it again, will have another crack soon. I see someone on adsl guide tried it and it sort of worked.

I also have put a suggestion to the chairman of bt, and theyve passed it to openreach planning, so they are looking into something, fingers crossed.

Im on the fibre trial, been on it since april, 1st started out at 16mb, its dropped since.
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Any chance you could forward the chairmans details to me ;) I'd love a word in his ear :)
 
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