General Discussion
  >> Fibre Broadband


Register (or login) on our website and you will not see this ad.


Pages in this thread: 1 | 2 | 3 | 4 | 5 | (show all)   Print Thread
Standard User Djeldridge
(newbie) Sat 03-Mar-18 10:04:40
Print Post

BT website - infinity 4 available but only for new customers


[link to this post]
 
Hi

FTTP has been installed in my area and when I check on dsl checker or bt it confirms that. The BT website even shows infinity 4 as being available as an upgrade when I check when I am logged into my account on their site. BUT when I put it in my basket it then asks my phone number again then says itís only available to new customers.

When I ring BT they say the same thing - only available to new customers.

This doesnít seem to make any sense to me. Maybe not all BT systems recognise its available yet? Or is it genuinely not for existing BT customers (I have infinity 1).

The call centre tells me there is nothing I can do other than keep checking back, and there is no one that can tell me whether this is a system glitch.

Grateful for any ideas / advice / input.

Thanks
David.
Administrator MrSaffron
(staff) Sat 03-Mar-18 10:09:37
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: Djeldridge] [link to this post]
 
Is your Infinity 1 using FTTC or FTTP?

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Djeldridge
(newbie) Sat 03-Mar-18 10:28:55
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: MrSaffron] [link to this post]
 
Hi
Itís currently using FTTC. Openreach installed all the cabling for FTTP over the past few months and now FTTP is shown as being available.
Cheers


Register (or login) on our website and you will not see this ad.

Standard User Mml
(regular) Sat 03-Mar-18 10:56:14
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: Djeldridge] [link to this post]
 
Phone BTís cancellations team and tell them that you are cancelling for the sole purpose of ordering Infinity 4 right after youíve cancelled. I would expect they will offer to sort it out for you without you having to cancel and re-order.
After all, itís their job to retain you as a customer and they should be able to go reasonable lengths to help you. As opposed to sales team who just arenít interested - theyíre getting plenty of calls from people wanting to connect!
Standard User Zarjaz
(eat-sleep-adslguide) Sat 03-Mar-18 10:59:37
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: Djeldridge] [link to this post]
 
As in FTTP equipment on your serving DP ?

Administrator MrSaffron
(staff) Sat 03-Mar-18 11:33:55
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: Djeldridge] [link to this post]
 
If the pole that serves you has the fibre manifold (block bottle shaped item - or rectangle lunch box sized item with 8 connectors) on it then should be able to order.

Issue sounds like the BT Consumer systems not expecting to have people upgrading from FTTC to FTTP (i.e. FTTP is rare, but people with access to FTTC and FTTP is even rarer). You need to get past the computer says no people, to someone who understands what we have figured out here.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User baby_frogmella
(fountain of knowledge) Sat 03-Mar-18 11:56:15
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: Djeldridge] [link to this post]
 
I believe officially BT Retail no longer sell Infinity 4 (FTTP 330/30), this has been replaced by Ultrafast 2 (FTTP 330/50) as shown here when I do a check on my line:

https://s17.postimg.org/aden22yrz/image.jpg

However d/t issues with BT's ordering system many customers (new & existing) are still getting Infinity 4 and it may be that until BT sort out their ordering systems, such customers will be unable to place new orders for the top tier on FTTP.

FluidOne FTTP On Demand 330/30 Mbps
Linksys EA9500v2
Standard User PaulKirby
(knowledge is power) Sat 03-Mar-18 18:27:25
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: baby_frogmella] [link to this post]
 
In reply to a post by baby_frogmella:
I believe officially BT Retail no longer sell Infinity 4 (FTTP 330/30), this has been replaced by Ultrafast 2 (FTTP 330/50) as shown here when I do a check on my line:

https://s17.postimg.org/aden22yrz/image.jpg

However d/t issues with BT's ordering system many customers (new & existing) are still getting Infinity 4 and it may be that until BT sort out their ordering systems, such customers will be unable to place new orders for the top tier on FTTP.

That might be true. I have as you know Infinity 4 and this is what BT says:
Ultrafast Fibre isnít available where you live right now

You can still get speeds of up to 300Mb with Unlimited Infinity 4. So thereís nothing to stop you streaming, gaming, watching and downloading at home.

But I do see the following for my address:
Great news
You can get speeds up to 300Mb with Unlimited Infinity 4, and you can get BT TV.

Where as BTWholesale says I can get the Ultrafast shown >> here << so its just BT's System needs to catch up.

So doing both Checks on BT's Site I get >> this <<.

Oh wow, it seems that you can no longer email Gavin Patterson now frown
The Email just bounces with the following response:

Final-Recipient: rfc822; gavin.e.patterson@bt.com
Original-Recipient: rfc822;gavin.e.patterson@bt.com
Action: failed
Status: 5.5.0
Remote-MTA: dns; smtpb1.bt.com
Diagnostic-Code: smtp; 550 5.5.0 550 5.7.1 Requested action not taken: message
    refused

Well that has put a spanner in the works frown

Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)

Edited by PaulKirby (Sat 03-Mar-18 19:02:16)

Standard User Djeldridge
(newbie) Sun 04-Mar-18 07:32:31
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: MrSaffron] [link to this post]
 
Hi

I do have the kit described on the pole serving my house so reckon it has to do with BTs systems.

Any idea how to get to the people who can sort the computer says no problem? Iíve tried 3 times to no avail.

I guess I could just go ahead and order from Zen but they look a bit more expensive and we would want to keep our BT email addresses so would pay another £5/month for that too.

Cheers
David
Standard User j0hn83
(committed) Sun 04-Mar-18 14:06:03
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: Djeldridge] [link to this post]
 
I've come across this. The CEO needed to be emailed. The computer still said no. The FTTC needed terminating and FTTP ordering as new customer.

They have no way in the system to upgrade you. At best they will offer to cancel the FTTC, order FTTP, but that may result in you losing your telephone number.

Have you spoken to their FTTP team about cancelling the FTTC and signing up as a new customer? They should be able to keep the FTTC live till the FTTP is activated.
Standard User PaulKirby
(knowledge is power) Sun 04-Mar-18 14:55:44
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: j0hn83] [link to this post]
 
In reply to a post by j0hn83:
I've come across this. The CEO needed to be emailed. The computer still said no. The FTTC needed terminating and FTTP ordering as new customer.

They have no way in the system to upgrade you. At best they will offer to cancel the FTTC, order FTTP, but that may result in you losing your telephone number.

Have you spoken to their FTTP team about cancelling the FTTC and signing up as a new customer? They should be able to keep the FTTC live till the FTTP is activated.

You cannot email the CEO anymore, the emails are now rejected, look at my last post, I tried to email them about this, all my emails to them have worked before, but now they all are rejected.

So it looks like I will be phoning again Monday and if no joy then complaints.

Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User FTTP2
(learned) Mon 05-Mar-18 16:52:08
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: baby_frogmella] [link to this post]
 
In reply to a post by baby_frogmella:
I believe officially BT Retail no longer sell Infinity 4 (FTTP 330/30), this has been replaced by Ultrafast 2 (FTTP 330/50) as shown here when I do a check on my line:

https://s17.postimg.org/aden22yrz/image.jpg

However d/t issues with BT's ordering system many customers (new & existing) are still getting Infinity 4 and it may be that until BT sort out their ordering systems, such customers will be unable to place new orders for the top tier on FTTP.


Not sure if this helps. We were just activated for FTTP this weekend. The Openreach broadband checker says WBC FTTP with 330 up and 50 down. I have seen screenshot (from other users) before with Ďonlyí 30 down.

I am just assuming that Openreach might have Ďcodedí the system wrong? Perhaps BT retail is advised (or forced by the system) to stop selling 330/30, for the newer product 330/50, but then again the Openreach publishing/commisioning database hasnít updated your postcode/house yet with this possibility?!

Edited by FTTP2 (Mon 05-Mar-18 16:52:59)

Standard User PaulKirby
(knowledge is power) Mon 05-Mar-18 18:38:06
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: FTTP2] [link to this post]
 
I don't think its a BTOR issue, but more a BT Retail issue.
The BTWholesale checker says I can get 330/50 and so does Zen (not that I would go with them) but BT Retail / Sales says I can only get the 30Mbit up.

So this points to BT Retail with the issue, I was too busy today to phone BT to once again query this, its been almost 2 months since I spoke to them last about this issue.

So that have had plenty of time to resolve the issue, so if there still is an issue I will be contacting complaints.

Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User ukhardy07
(knowledge is power) Mon 05-Mar-18 19:34:11
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: PaulKirby] [link to this post]
 
You should be able to email your complaints handler directly who dealt with your issue previously. smile
Standard User PaulKirby
(knowledge is power) Tue 06-Mar-18 00:52:36
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: ukhardy07] [link to this post]
 
In reply to a post by ukhardy07:
You should be able to email your complaints handler directly who dealt with your issue previously. smile

I was never given an email address, all communication was done via phone, basically me leaving a message on their answer phone and hope they get back.

That's why I always emailed the CEO and Chairman where the emails was passed onto my Case Handler.

Plus I no longer have my case handlers phone number.

Sadly like I have said both of those email address are now refusing emails.

I will try and phone them in about 8 hours and if no joy I will ask them to put me through to my case handler, I know its still in the account information along with all the emails from my local MP and myself.

I wonder if I phone Gavin on his direct line will get answered tongue I also have their switchboard number, probably won't phone those two due to they are not free numbers and knowing my luck I will be put in a long queue tongue

TBH I just cannot see what the issue is here, I currently have FTTP with Infinity 4 speeds wanting to upgrade it to the 50Mbits up like it says I can get on the BTWholesale Checker.

I hope its not due to me having FVA, it would be stupid if it was that, I know none of the checkers recognize my phone number since I moved the phone with the same number over to FVA.

Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User bluemoon87
(regular) Tue 06-Mar-18 06:53:56
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: PaulKirby] [link to this post]
 
Interestingly when I put my details in to the bt retail page it now says ultrafast 2 available 330 Mb, Fibre available 300Mb and then just regular Broadband. I doubt this is your problem but I thought I read somewhere that they were holding back on the Ultrafast products where the backhaul couldnít consistently handle the minimum 100Mb, not sure if this would apply to FTTP or just gfast
Standard User PaulKirby
(knowledge is power) Tue 06-Mar-18 19:44:09
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: bluemoon87] [link to this post]
 
Just spoke to two people at BT tonight.

One person said it should be resolved within a few weeks and then later on in the call said a week, so I will take their response as rubbish.

The second person I spoke to did loads of checks could see that its available on the wholesale system etc, but sadly on their systems it says its not.

They go on to explaining that it seems that it might all be available but until BTOR's system issues out an update I won't be able to order it.

They have also put me on the interested where I will get "priority" (yeah right) and will be emailed when its available.

I explained to them that I have done checks with other ISP(s) that provide FTTP and they all say I can get the 300 / 50 with them, so its an issue with the BT System, BT told me it seems strange that wholesale has been updated and they system hasn't but that might be true due to its a new package and that I need to let it update over time.

TBH I cannot see it being an infrastructure issue for us due to our splitter node only has a maximum of 12 fibres and I think only 6 of those are in use.

Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User PaulKirby
(knowledge is power) Mon 26-Mar-18 13:27:15
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: bluemoon87] [link to this post]
 
A quick update to do with Ultrafast 2 issue...

I just spoke to BT Openreach via private message on Twitter and they did some checks their end and said that it is available to me.

So I don't understand why BT Sales says its not and nothing I say will convince them frown

Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User RobertoS
(elder) Mon 26-Mar-18 13:32:45
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: PaulKirby] [link to this post]
 
Maybe BT Wholesale are't offering it. BT Consumer and Business can only offer what BTW does.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 71456/14100Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User baby_frogmella
(fountain of knowledge) Mon 26-Mar-18 13:47:44
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
Maybe BT Wholesale are't offering it. BT Consumer and Business can only offer what BTW does.


BT Wholesale are definitely selling it as BT Retail's website is showing Ultrafast 2 availability for my line (330/50):

https://s17.postimg.org/bg8ayb99r/image.jpg

It appears to be an issue with BT Retail's ordering system though its affecting only some people like PaulKirby. Technically BT Retail are no longer selling Infinity 3 & 4 to new customers, these have been replaced by Ultrafast 1 & 2 respectively.

FluidOne FTTP On Demand 330/30 Mbps
Linksys EA9500v2
Standard User PaulKirby
(knowledge is power) Mon 26-Mar-18 13:51:55
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
Maybe BT Wholesale are't offering it. BT Consumer and Business can only offer what BTW does.

BT Wholesale are though shown >> here <<, even Zen says I can get it with them and now BTOR says I can, but BT Sales says its not available.

Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User PaulKirby
(knowledge is power) Mon 26-Mar-18 13:59:24
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: baby_frogmella] [link to this post]
 
In reply to a post by baby_frogmella:
It appears to be an issue with BT Retail's ordering system though its affecting only some people like PaulKirby. Technically BT Retail are no longer selling Infinity 3 & 4 to new customers, these have been replaced by Ultrafast 1 & 2 respectively.

And its impossible to even explain this to them on the phone, all they say is "Sorry, but our system says its not available, so until it shows up we are in able to order it / upgrade to it", its like Left hand Right Hand.

The sad thing is BT Sales said that they could see it available on the Wholesale Site, but not on their system.

*** update ***
Now BTOR via a Twitter PM says its available and they cannot do anything more and I need to contact BT to investigate it.


Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)

Edited by PaulKirby (Mon 26-Mar-18 14:11:48)

Standard User baby_frogmella
(fountain of knowledge) Mon 26-Mar-18 14:14:53
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: PaulKirby] [link to this post]
 
In reply to a post by PaulKirby:
In reply to a post by baby_frogmella:
It appears to be an issue with BT Retail's ordering system though its affecting only some people like PaulKirby. Technically BT Retail are no longer selling Infinity 3 & 4 to new customers, these have been replaced by Ultrafast 1 & 2 respectively.

And its impossible to even explain this to them on the phone, all they say is "Sorry, but our system says its not available, so until it shows up we are in able to order it / upgrade to it", its like Left hand Right Hand.

The sad thing is BT Sales said that they could see it available on the Wholesale Site, but not on their system.

Paul


Perhaps worth sending BT Retail (complaints dept?) a letter by snail mail, clearly explaining this issue - for proof you can send the screenshot from my previous post, the BT/Openreach checker results for your line and I can even PM you my full address so that they can see for themselves that their system DOES allow some customers to order Ultrafast 2. Perhaps then they might acknowledge this issue and begin work on fixing it.

FluidOne FTTP On Demand 330/30 Mbps
Linksys EA9500v2
Standard User PaulKirby
(knowledge is power) Mon 26-Mar-18 14:25:11
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: baby_frogmella] [link to this post]
 
In reply to a post by baby_frogmella:
Perhaps worth sending BT Retail (complaints dept?) a letter by snail mail, clearly explaining this issue - for proof you can send the screenshot from my previous post, the BT/Openreach checker results for your line and I can even PM you my full address so that they can see for themselves that their system DOES allow some customers to order Ultrafast 2. Perhaps then they might acknowledge this issue and begin work on fixing it.

Well I am just waiting for the BTOR Guy to re-confirm that it defiantly shows up on their system as being available.

Once I have that I will be phoning BT once again to explain that both of BT Wholesale and Openreach's system says its available and for them to investigate it.

But if BT just say its not available I will be raising a complaint.

BTW, who exactly do I speak to at BT when I phone them, Sales or the FTTP Team?

Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User CJT
(experienced) Mon 26-Mar-18 14:42:45
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: PaulKirby] [link to this post]
 
In reply to a post by PaulKirby:
Well I am just waiting for the BTOR Guy to re-confirm that it defiantly shows up on their system as being available.

Once I have that I will be phoning BT once again to explain that both of BT Wholesale and Openreach's system says its available and for them to investigate it.

But if BT just say its not available I will be raising a complaint.

BTW, who exactly do I speak to at BT when I phone them, Sales or the FTTP Team?

Paul


Hi Paul,

I presume from this that you are a BT Retail customer, have you tried the forums? I tried calling BT over an old account of my Fathers (he's moved to PN) and the call centre couldn't handle it. One post on the forum and it was sorted in a matter of hours....

I appreciate left and and right hand on FTTP maybe a more complex issue, but they maybe able to nudge the right people.

Just a thought.

CJT.


On NOW TV Broadband up to 38 Mbps
Standard User PaulKirby
(knowledge is power) Mon 26-Mar-18 14:51:50
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: CJT] [link to this post]
 
Yeah, I might try that if I get nowhere when I phone them up, and if complaints don't help.

Is it the same login that is used to log into MyBT ?

Thanks

Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User CJT
(experienced) Mon 26-Mar-18 15:26:12
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: PaulKirby] [link to this post]
 
In reply to a post by PaulKirby:
Yeah, I might try that if I get nowhere when I phone them up, and if complaints don't help.

Is it the same login that is used to log into MyBT ?

Thanks

Paul


Just checking the site now, it appears to have it's on registration system. You could try the same info as MyBT and see what happens.

I registered as a non-BT user to assist my Father, and used a Hotmail e-mail address.

I can still access it now and contribute to the forum.

CJT.


On NOW TV Broadband up to 38 Mbps
Standard User PaulKirby
(knowledge is power) Mon 26-Mar-18 16:59:01
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: CJT] [link to this post]
 
Well BT Openreach got back to me and confirmed its available to me, so I phoned BT and no shock there, they tell me its not.

I even explained to them that BT Wholesale shows it available, Openreach says its available on their system as being available.

I do understand they can only go by what their system says, but if 3 sources says its available including the team that install it, then there must be issues on BT's ordering system.

So I have raised a complaint and will receive a phone call within 24 hours.

I am not having a go at the guy I spoke to on the phone at BT, he sounded like a nice guy and was very polite, but he was going on about I might be too far from the cabinet to get Ultrafast 2, I told them I think they are getting mixed up with the G.Fast Pod on the cabinet where I was told they are the same thing.

I was like Ooooo.K.

Anyhow I will wait to speak to the complaints team when they phone.

Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)

Edited by PaulKirby (Mon 26-Mar-18 17:06:19)

Standard User Rushmere2012
(newbie) Mon 26-Mar-18 17:45:07
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: PaulKirby] [link to this post]
 
I am in the same boat as you - BT's website states:

Ultrafast Fibre isnít available where you live right now

You can still get speeds of up to 300Mb with Unlimited Infinity 4


Whereas Openreach state:
WBC FTTP - Up to 330 - Up to 50 -- Available 1 Stage


Would love to upgrade to the higher upload speeds at the same price (as I understand it), but all I get is "computer says no"
Standard User CJT
(experienced) Mon 26-Mar-18 18:16:14
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: PaulKirby] [link to this post]
 
Oh Paul,

You are very patient!

I have just about given up hope with using Now TV BB, so I am moving to another provider.

I cannot fathom BT sometimes, is the new product the same price or more expensive?

It's like that character on Little Britain "computer says no... cough"

Shocking, honestly

CJT.


On NOW TV Broadband up to 38 Mbps
Standard User PaulKirby
(knowledge is power) Mon 26-Mar-18 18:37:35
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: CJT] [link to this post]
 
In reply to a post by CJT:
Oh Paul,

You are very patient!

I have just about given up hope with using Now TV BB, so I am moving to another provider.

I am always calm and patient when dealing with BT etc, no point in going off at them or they might just hang up on you and refuse to deal with you.
I waited for 5 years with non stop emails and phone calls from my local MP and myself until I was able to order FTTP.

In reply to a post by CJT:
I cannot fathom BT sometimes, is the new product the same price or more expensive?

Well I was quoted the same price I am currently paying now which is a fair bit cheaper that what they have listed on their site.
But if you put all the gift card on it it might just be under that price.
I have also checked the price difference between Infinity 4 and Ultrafast 2 and they are around the same price.

In reply to a post by CJT:
It's like that character on Little Britain "computer says no... cough"

Shocking, honestly

Yeah, TBH I was hoping for all this evidence to get them to look into the issue, but sadly it wasn't.

You would think that where the actual "Suppliers" (as BT call them) are the ones that have installed the infrastructure say its available, yet BT refuse to agree.
BT have always said to me until their "suppliers" say its available they cannot do anything, WELL, they are saying its available and BT still ignore it LOL.

Just need to wait for the complaints team to phone me.

Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User Zarjaz
(eat-sleep-adslguide) Mon 26-Mar-18 19:39:42
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: PaulKirby] [link to this post]
 
What about emailing the head of BT directly - he can get his lackeys to look into it ?

Standard User CJT
(experienced) Mon 26-Mar-18 19:58:01
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: Zarjaz] [link to this post]
 
Head of Customer Service?

Otherwise it's Marc Allera (ex 3) who is the CEO of BT Consumer.

CJT.


On NOW TV Broadband up to 38 Mbps
Standard User PaulKirby
(knowledge is power) Mon 26-Mar-18 20:18:51
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: Zarjaz] [link to this post]
 
In reply to a post by Zarjaz:
What about emailing the head of BT directly - he can get his lackeys to look into it ?

I cannot email them, my emails are blocked to them or BT for some reason.

All I get back is a bounced email with the following:

<gavin.e.patterson@bt.com>: host smtpb1.bt.com[62.7.242.141] said: 550 5.5.0
    550 5.7.1 Requested action not taken: message refused (in reply to end of
    DATA command)

My only option is the phone atm.

Or was you referring to somebody else?
If so can you PM me they email address.

Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User PaulKirby
(knowledge is power) Mon 26-Mar-18 20:29:01
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: CJT] [link to this post]
 
In reply to a post by CJT:
Head of Customer Service?

Otherwise it's Marc Allera (ex 3) who is the CEO of BT Consumer.

Well I have Gavin's direct number ending with 4931 (which can be found via google search) unless he has changed it.
I am not even sure if he even uses that number.

I will wait and see what happens when they phone, if it no joy I could always ask to be put through to either of those.

Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User CJT
(experienced) Mon 26-Mar-18 20:40:23
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: PaulKirby] [link to this post]
 
In reply to a post by PaulKirby:
Well I have Gavin's direct number ending with 4931 (which can be found via google search) unless he has changed it.
I am not even sure if he even uses that number.

I will wait and see what happens when they phone, if it no joy I could always ask to be put through to either of those.

Paul


Just curious.. otherwise try the forum IF you get no where with Complaints..

They (Forum Team) are UK based, and very good...

Fingers Crossed.

CJT.


On NOW TV Broadband up to 38 Mbps
Standard User PaulKirby
(knowledge is power) Mon 26-Mar-18 21:00:56
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: CJT] [link to this post]
 
In reply to a post by CJT:
In reply to a post by PaulKirby:
Well I have Gavin's direct number ending with 4931 (which can be found via google search) unless he has changed it.
I am not even sure if he even uses that number.

I will wait and see what happens when they phone, if it no joy I could always ask to be put through to either of those.

Paul


Just curious.. otherwise try the forum IF you get no where with Complaints..

They (Forum Team) are UK based, and very good...

Fingers Crossed.

Well so is the FTTP team, they are all UK based as well, even when I reported a fault not that long ago.

But yeah, its also worth a shot.

Paul

BTBroadband - Infinity 4 303.03 Mbps (down), 31.71 Mbps (up) FVA
TBB Speedtest | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User PaulKirby
(knowledge is power) Tue 17-Apr-18 10:58:46
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: PaulKirby] [link to this post]
 
Well BT's Site now shows Ultrafast available for us shown >> here <<

So I phoned BT up and was told that the sales team couldn't put in the upgrade, after being passed onto several departments they was also unable to put in the upgrade onto their system.

She didn't say it wasn't available for me, just that she was having issues trying to do the upgrade, she said that she needs to send it to the offline team that will be able to do the upgrade and that I should hear back from them within 5 days.

Is this normal?

Also I was told that I also need to pay a one off upgrade fee of £50 to upgrade from Infinity 4 to Ultrafast 2 and that this cost is for the engineer that needs to be sent to my exchange to phyisically move us over to the ultrafast hardware.

Is this normal?

I would of thought it would be switched automatically once upgraded was processed.

I also thought that there would be no difference between the two packages apart from the capping of the line and how many other connections they group you with to maintain that guaranteed 100Mbit minimum speed instead of the current 40Mbps for infinity 4.

Paul

BTBroadband - Infinity 4 312.27 Mbps (down), 30.5 Mbps (up) FVA
TBB Speedtest IPv4 | TBB Speedtest IPv6 | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User PaulKirby
(knowledge is power) Wed 25-Apr-18 13:57:29
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: PaulKirby] [link to this post]
 
Just an update to do with my Ultrafast 2 upgrade...

I spoke to BT earlier today and they said the offline team has resolved the issues that was stopping our upgrade and can now progress the upgrade which is due to activate around midnight tomorrow night (order tracking says 26th).

Basically the issue was our phone line is via FVA and their system had a hissy fit and said an engineer needed to be sent out to install fibre (hence the quoted upgrade charge) and at the same time it showed I already had FTTP.

So warning messages was popping up on their screen halting the progress in the upgrade.

So maybe this is the issue some people are having when they try to upgrade to Ultrafast.

The funny thing is Ultrafast is cheaper than the current price for Infinity 4 (out of contract).

Paul

BTBroadband - Ultrafast 2 330 Mbps (down), 50 Mbps (up) FVA
TBB Speedtest IPv4 | TBB Speedtest IPv6 | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User PaulKirby
(knowledge is power) Thu 26-Apr-18 09:22:35
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: PaulKirby] [link to this post]
 
Well as of 1am this morning our Ultrafast 2 connection was activated smile

I will see how it goes over the next few days.

Paul

BTBroadband - Ultrafast 2 330 Mbps (down), 50 Mbps (up) FVA
TBB Speedtest IPv4 | TBB Speedtest IPv6 | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Standard User baby_frogmella
(knowledge is power) Thu 26-Apr-18 10:50:35
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: PaulKirby] [link to this post]
 
In reply to a post by PaulKirby:
Well as of 1am this morning our Ultrafast 2 connection was activated smile

I will see how it goes over the next few days.

Paul


Good news...finally!! The extra 20 Mbps in upload will come handy, especially when uploading big files.

Now if only BT Wholesale/Openreach would offer symmetrical speeds on FTTP (ie 330/330 Mbps) just like Hyperoptic, Gigaclear, B4RN et al do. Of course not everybody needs/wants higher upload speeds but at least the choice should be there. Never going to happen in a million years though as that would eat into BT's/OR's lucrative leased line revenue.

FluidOne FTTP On Demand 330/30 Mbps
Linksys EA9500v2

Edited by baby_frogmella (Thu 26-Apr-18 10:56:08)

Standard User PaulKirby
(knowledge is power) Thu 26-Apr-18 11:37:38
Print Post

Re: BT website - infinity 4 available but only for new custo


[re: baby_frogmella] [link to this post]
 
In reply to a post by baby_frogmella:
In reply to a post by PaulKirby:
Well as of 1am this morning our Ultrafast 2 connection was activated smile

I will see how it goes over the next few days.

Paul

Good news...finally!! The extra 20 Mbps in upload will come handy, especially when uploading big files.

Thanks, the amount of hoops I had to jump through to get it, BT was insistent it wasn't available to me, even though so many things showed it was.
I was on the phone and at one point I was passed onto several different departments until they passed it onto the Offline Team.

Also I have noticed that my Buffer Bloat one the upload has also reduced, there is still an issue with it.

I have also noticed that some of the connection issues like buffering etc to Twitch have gone.
Might just be something Twitch has done in the last 12 hours or there were issues on my old connection, who knows.

In reply to a post by baby_frogmella:
Now if only BT Wholesale/Openreach would offer symmetrical speeds on FTTP (ie 330/330 Mbps) just like Hyperoptic, Gigaclear, B4RN et al do. Of course not everybody needs/wants higher upload speeds but at least the choice should be there. Never going to happen in a million years though as that would eat into BT's/OR's lucrative leased line revenue.

Yeah, that would be nice, well BT do sell the symmetrical connections, sadly they are over leased line which is out of my price budget frown

Paul

BTBroadband - Ultrafast 2 330 Mbps (down), 50 Mbps (up) FVA
TBB Speedtest IPv4 | TBB Speedtest IPv6 | Ookla Speedtest | Linksys WRT 3200 ACM (BQM)
Pages in this thread: 1 | 2 | 3 | 4 | 5 | (show all)   Print Thread

Jump to