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Standard User Spikester84
(member) Mon 15-Dec-14 01:33:57
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BT infinity install problem, day 1


[link to this post]
 
Hi guys, first of all I want to thank all the great people of this forum who have been a great help in the past.

So my phone exchange, Lossiemouth, has been upgraded for fiber optic broadband recently, and my street could not get it as we were connected directly to the exchange, about 2 months ago a new cabinet was built and fro the different checkers on our postcode, IV31 6TA, we can get fiber and are connected to cabinet 8.

Recently I seen a good deal for infinity 1 + TV, with cash back through quidco, anyway I took the plunge and ordered it, problems then started! BT ended up calling and saying out order was cancelled and they had re ordered, I said no to this as I would lose cashback, BT customer services said they would cancel this for us so we could re order online. Re ordered, but same thing happened, but previous orders had never been cancelled, and I was not happy.

So out of the blue about 3 weeks ago we get a call from BT saying problem is sorted and we can now order infinity, so we see a cracking Black Friday deal and order, more problems begin, we had the engineer round on Friday to install the fiber, he came and put new faceplate on and got phone line working, but could not get the fiber broadband working because there is a problem with the routing and he could not find our line in the main box..... Whatever that mean?? So he leaves and said he would contact openreach and bt about this and they would be in touch, they never contacted us back so we phoned BT who said they would have this resolved in 48 hours, well I bet this won't get fixed! So we are stuck with no broadband at all now and I have no faith in BT getting back to us! Is this a common problem or is this serious and we have little chance of this getting fixed?

To add insult to injury, a lady from BT called me yesterday to say that a previous order, that I cancelled, was going ahead on the 23/12 but wanted me to call my broadband provider to cancel ! I was furious and told her that my broadband provider was BT! Customr advisor had no idea, but said she would call me back at 5pm.... This callback never happened so now I am completely stuck, waiting on BT to call back today, which I bet they don't!

I'm really upset that they said they would have us up and running on BT Infinity on Friday and now we have no idea what is going to happen frown not only that, but my partner needs broadband for homework from college. I know it has only been 2 days but I'm very concerned that BT are not going to sort this for us and just do nothing! Is there any light at the end of the tunnel for this guys?
Administrator MrSaffron
(staff) Mon 15-Dec-14 08:43:29
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Re: BT infinity install problem, day 1


[re: Spikester84] [link to this post]
 
Was this a kelly/quinns engineer by any chance?

When things diverge from normal they tend to be not so good.

On the orders the BT system does cause confusion.

Key thing now is engineer to find line in cab and connect you. Keep polite but firm pressure on them. If nothing progressed by 2pm today let me know

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Spikester84
(member) Mon 15-Dec-14 09:53:14
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Re: BT infinity install problem, day 1


[re: MrSaffron] [link to this post]
 
It's in the north of Scotland, so it was a company called 'Kelly Communications' that came to install stuff, but said they would report back to BT.

I am just very concerned that BT will not get back to us about this as every time in the past they have said they would call us back, they never do! But we need to get this resolved as soon as possible, more so for my partner sake with her college work, as we do live in the north of Scotland, a lot of her work is given online, I doubt this would make much different to BT, they already have our money, an since the actual phone is working , then they can still charge us line rental.

We hope we hear from BT today, but if not, then I will post back on here with an update.


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Administrator MrSaffron
(staff) Mon 15-Dec-14 10:39:50
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Re: BT infinity install problem, day 1


[re: Spikester84] [link to this post]
 
Phone them and stay on top, all too easy for a call centre to miss calling you.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Spikester84
(member) Mon 15-Dec-14 19:53:48
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Re: BT infinity install problem, day 1


[re: MrSaffron] [link to this post]
 
Ok, a small update to this:

BT tried to phone us in the morning, but we missed the call. My partner called through to BT and could not get through for almost 20 mins! Anyway my partner eventually got through but had some trouble understanding the customer advisor, she asked to be put through to cancellations, and she got through to a friendly British advisor who said that they were sending someone on Wednesday to 'find the route or box' although I'm not sure what that means.

So originally on Friday BT advised us that they would get this resolved by Monday, now they are saying it will take a further 48 hours! Surely it cant take 5 days to get an engineer or someone to get this sorted.

I really have no faith at all that this will be resolved on Wednesday, I can see another excuse coming then. It's actually quite upsetting when you have to broadband and no information as to when this will actually be completely fixed.

I don't really know what to do now, I think all I can do is wait till another excuse on Wednesday frown

Edited by Spikester84 (Mon 15-Dec-14 19:55:44)

Standard User carrobesit
(learned) Tue 16-Dec-14 09:00:05
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Re: BT infinity install problem, day 1


[re: Spikester84] [link to this post]
 
Spike,

The problem in terms of "routing" or "finding the line" is that when the engineer goes to the cabinet, the cable pair that should be for your house turns out not to be which means they've then got to check other pairs to determine which is actually your cable pair. Until they have found the right one, they can't hook you up.

I had an install the other week in Elgin where the engineer said the routing in that particular cabinet had been a nightmare, but thankfully he's been in there enough times now that he knows what's going on, so sometimes being the frontrunner on a cabinet (especially one dropped in for EO lines) can be a bad thing.

I've also had previous with the Lossie exchange where a customer moved into new premises and it took two weeks to get their broadband up and running because someone had plugged their line into the wrong port at the exchange - took a second engineer to actually figure it out.

As MrSaffron states, be patient and keep putting firm but polite pressure on them. It will get sorted and you'll enjoy the good speeds but it will just take a bit longer.
Standard User MHC
(sensei) Tue 16-Dec-14 09:10:35
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Re: BT infinity install problem, day 1


[re: Spikester84] [link to this post]
 
This time you should get a real BT Technician.

He will clip a small oscillator device on your line which "warbles" and sends this tone down the line. He will then go to the cabinet and try to locate the tone - if he cannot then he will start at the pole and trace it thee, then any underground junctions and so on al the way to the cabinet. A fairly easy task.

As for waiting 3 days hours, yes, they need to be scheduled depending on time slots available with certain customers taking priority because they pay for a "next day" repair service.


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C


taurus excreta cerebrum vincit
Standard User Spikester84
(member) Tue 16-Dec-14 22:42:52
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Re: BT infinity install problem, day 1


[re: MHC] [link to this post]
 
Another little update:

First off I would like to thank all you guys for your help and advisesmile

Anyway, BT advised they would phone us today at about 5:30pm, guess what, no phone call at all! Anyway my partner ended up getting a text to advise that they are going to phone us by 8pm on the 18th. They originally said they would have this resolved by Wednesday, now from the text we will only be getting a phone call on Thursday. The problem now is that both my partner and I work everyday till after 5pm and the only day she will have off before Christmas Day is this Friday, and only day I have off is this Monday, so if BT do actually pull there finger out(which I doubt they will) then it looks like we will be waiting till after new year.

Sorry for the rant about this guys, but it's very frustrating, especially when you are told someone will call, then no one ever does, and me and my partner do not have the time right now to be waiting up to 20 mins to get through to someone who doesn't seem able to help anyway.
Standard User IamQ
(experienced) Tue 16-Dec-14 23:10:03
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Re: BT infinity install problem, day 1


[re: MHC] [link to this post]
 
In reply to a post by MHC:
This time you should get a real BT Technician.

He will clip a small oscillator device on your line which "warbles" and sends this tone down the line. He will then go to the cabinet and try to locate the tone - if he cannot then he will start at the pole and trace it thee, then any underground junctions and so on al the way to the cabinet. A fairly easy task.


Don't Kelly or Quinns contractors have that kit and are trained to use it?!?!

If not that's shocking and they should be on or near any line plant int he first place. So many problems from 3rd party contractors & poorly trained engineers of late.
Standard User MHC
(sensei) Wed 17-Dec-14 08:35:48
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Re: BT infinity install problem, day 1


[re: IamQ] [link to this post]
 
In reply to a post by IamQ:
In reply to a post by MHC:
This time you should get a real BT Technician.

He will clip a small oscillator device on your line which "warbles" and sends this tone down the line. He will then go to the cabinet and try to locate the tone - if he cannot then he will start at the pole and trace it thee, then any underground junctions and so on al the way to the cabinet. A fairly easy task.


Don't Kelly or Quinns contractors have that kit and are trained to use it?!?!

If not that's shocking and they should be on or near any line plant int he first place. So many problems from 3rd party contractors & poorly trained engineers of late.


Don't know whether they have it or not. They are only, as far as I know, trained to install a master or faceplate, re-jumper the cabinet and then power up the modem!


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C


taurus excreta cerebrum vincit
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