My order for BT Infinity has been plagued with problems:
I placed my order for Infinity on 14 October and was advised that installation date would be 2 November.
On 2 November the ‘old’ broadband (different supplier) was disconnected and the phone line was switched over to BT. Nothing happened with Infinity and helpline advised date had been rearranged for 4 November. No reason was available.
On 4 November we left until midnight as advised by the blurb but no Infinity. The Homehub light still flashing red.
On 5 November chatted with helpline who advised there was a line fault and this would be fixed by 9 November.
On 6 November chatted with helpline they performed checks and concluded there was a fault with the external line and this would be fixed by Openreach. I had a phone message to mobile that the engineer visit was cancelled as they had found another fault at the cabinet.
On 8 November an engineer (telephone) attended (unscheduled)to check the line and found no faults, but found that the cabined was connected to the wrong terminals which he fixed but noted that there was no connection to broadband on the line.
On 9 November I was assured that the problem would be fixed……by the end of the day….
On 10 November I chatted again. They help person asked again what socket we had how to plug in the router etc etc and concluded the router was faulty. I told him the engineer who attended Saturday had checked and this was not the case. After more checks he said there was a fault on the line and they would send engineer to check the cabinet connections again. Resolution time is no 13 November.
I feel that I am just being fobbed off by the helpline and they have no idea what to do unless it is in their ‘script’ and just get rid of the caller.
Is there anyone who can actually see what the ‘line’ looks like. Can they really remotely check the line and conclude the router is faulty (when it is switched off!) or can they see if the Infinity is tagged to the line correctly? I doubt that.
I am at a loss to know where to go to escalate the problem, please