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Standard User mol2
(newbie) Fri 06-May-11 20:47:30
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Infinity Installation Woes


[link to this post]
 
Ordered BT infinity.
Kit arrives.
Date for engineer to install - yesterday.
Engineer comes (doesn't fill me with confidence from the outset) Goes to green box ouside the house & connects the infinity to the phone line. Doesn't sync & makes the phone line hiss and loose the dialing tone. Engineer deems it a line fault, disconnects infinity (phone works again) and tells me I have to report line faut to BT & duly dissapears.

4 phone conversations later explaining that "your engineer says there is a fault on the line" and finally line engineer is sceduled. You'll get a call 1 hour before engineer arrives tommorrow.
Engineer arrives at 8 am or so (no phone call but fortunately my wife was in). The line engineer connects laptom & deem line to be perfect and in so may words says the infinity installer hadn't done his job properly and that he could and should have sorted it yesterday as the fault was the way the infinity had been connected up in the green box! However he couldn't do that as that was down to the broadband engineers.

I now have a resceduled installation date in 2 weeks time - by which time Zen will have terminated my ADSL connection and can't get any joy out of the Indian call centre tonight when I rang to try and get the installation brought forward.

Is it really fair I should loose connection simply because the installer didn't do his job properly?
I'm regretting leaving Zen already (sorry £36 a month is just too much for their fibre connection)

Andy
Standard User Squirrel
(fountain of knowledge) Sat 07-May-11 12:53:59
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Re: Infinity Installation Woes


[re: mol2] [link to this post]
 
In reply to a post by mol2:
Is it really fair I should loose connection simply because the installer didn't do his job properly?
I'm regretting leaving Zen already (sorry £36 a month is just too much for their fibre connection)
Andy

I assume you are aware that even if you had decided that £36 was not too much to pay and had gone to Zen fibre you would still have had the "same" BT engineers doing the connection at your house.

Standard User mol2
(newbie) Sat 07-May-11 13:22:59
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Re: Infinity Installation Woes


[re: Squirrel] [link to this post]
 
Indeed I am aware the same engineers would have been doing the job.

However I wouldn't have wasted half as much time on the phone going through option after option and having circular phone calls after queing for far too long.

As a customer why should I spent my time explaining to BT's help desk the problem BT's own engineer had identified on a BT line but couldn't be bothered to sort out himself or make proper arrangements for those who could sort the problem to do so?


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Standard User lockyatlrg
(fountain of knowledge) Sat 07-May-11 14:01:51
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Re: Infinity Installation Woes


[re: mol2] [link to this post]
 
If you have to rebook the installation, you may as well cancel the order and start again to take advantage of the first 3 months free laugh

Looks like you had a Openreach eng that shouldn't have a job and best let someone else take his job and he can get to the back of the dole que.

o2 LLU
ROUTER:-DGN2000
Sync 17848D 1412U Annex A
Att:-35.0dB Down 17.4dB Up
SNR:-1.5dB Down 3.1dB Up
Standard User Zadeks
(member) Sat 07-May-11 14:53:44
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Re: Infinity Installation Woes


[re: mol2] [link to this post]
 
You get what you pay for. wink
Standard User burakkucat
(regular) Sat 07-May-11 16:42:41
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Re: Infinity Installation Woes


[re: mol2] [link to this post]
 
In reply to a post by mol2:
Ordered BT infinity.
Kit arrives.
Date for engineer to install - yesterday.
Engineer comes (doesn't fill me with confidence from the outset) Goes to green box ouside the house & connects the infinity to the phone line. Doesn't sync & makes the phone line hiss and loose the dialing tone. Engineer deems it a line fault, disconnects infinity (phone works again) and tells me I have to report line faut to BT & duly dissapears.

4 phone conversations later explaining that "your engineer says there is a fault on the line" and finally line engineer is sceduled. You'll get a call 1 hour before engineer arrives tommorrow.
Engineer arrives at 8 am or so (no phone call but fortunately my wife was in). The line engineer connects laptom & deem line to be perfect and in so may words says the infinity installer hadn't done his job properly and that he could and should have sorted it yesterday as the fault was the way the infinity had been connected up in the green box! However he couldn't do that as that was down to the broadband engineers.

I now have a resceduled installation date in 2 weeks time - by which time Zen will have terminated my ADSL connection and can't get any joy out of the Indian call centre tonight when I rang to try and get the installation brought forward.

Is it really fair I should loose connection simply because the installer didn't do his job properly?
I'm regretting leaving Zen already (sorry £36 a month is just too much for their fibre connection)

Andy

Well, you could recount this tale to the "big chief's" office and you will then receive a reply, plus senior level monitoring of the action taken to resolve your complaint.

-----------------------------------------------------

100% Linux and, previously, Unix.
Standard User mol2
(newbie) Sat 07-May-11 20:40:37
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Re: Infinity Installation Woes


[re: burakkucat] [link to this post]
 
Forgive my ignorance but who is the "Big Chief"?
Standard User RobertoS
(sensei) Sat 07-May-11 21:00:41
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Re: Infinity Installation Woes


[re: mol2] [link to this post]
 
BT Chief Executive Officer. Ian Livingston.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
Standard User orly
(fountain of knowledge) Mon 09-May-11 04:03:02
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Re: Infinity Installation Woes


[re: Zadeks] [link to this post]
 
Indeed, generally we get a lot more than you do what with not having to pay for install, equipment and a lower monthly fee. Guess what, we have a better usage allowance too.

How much you paying Zen? Oh wait, that's right. Everytime I ask you to let us in on the secret you disappear.

I'm sure we'll be seeing a reply from you to the post in short order wink

---
BT Infinity 8th July 2010
(NIBA)
600m (approx) to cabinet
25.5mbit down / 7.6mbit up

Click here to see Comparison of FTTC ISPs
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Standard User Copperking
(newbie) Mon 09-May-11 08:50:39
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Re: Infinity Installation Woes


[re: mol2] [link to this post]
 
BT Group (British Telecom, Openreach) Ian Livingston, Chief Executive
e-mail Ian Livingston http://www.bt.com
Standard User tonybridge
(member) Mon 09-May-11 10:38:39
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Re: Infinity Installation Woes


[re: mol2] [link to this post]
 
BT really are a shower (present company excepted)... I had much the same scenario, with one engineer blaming the previous one who had blamed the previous one and all of them chasing different faults. Along the way, one of the engineers discovered a dodgy modem...

To trace the 'fault', Hole #1 was dug three inches too far to the left - I could just see the joint in the cable, and could have dug it out with my hands... but no, it had to be filled in! Then the next day Hole #2 was dug - apparently, each hole costs BT £500-600, so I guess I shouldn't be surprised that the contractors wanted to do it this way rather than just expanding the original hole by a few inches.

Anyway, none of this worked - Engineer #4 swapped a couple of contacts in the green box at the end of the road and everything's been fine since.

Except: my first bill was a huge shock - I hadn't realised the amount of data I was using, getting on for 200G when I had chosen the 40G cap, plus nearly £100 for phone calls (basically, her daily chats with Mum...) frown I immediately changed to Option 2 (free everything and no cap) - but I'm still getting emails warning of my Usage and amount of calls. Huh?

I rang BT this morning and was told: 'Never mind, Sir, we're just advising you of your Usage, you're not capped in any way' Me:'So why bother telling me, if it's unlimited?' No reply to that... (and another thing, you have to go through all the 'options' before getting through to a human, and you have to dial in your account number. The first question, when you do finally speak to someone is: 'What's your account number?' oy... (to be fair, banks do the same thing) But I guess somebody, somewhere, is paying for all this unnecessary duplication. Oh wait, I think I know who that might be smile

Sorry to ramble on, mol2, but when you eventually get your connection, your troubles have probably only just started frown

Hey, Caput sterci, Quando podeces te regi eorum fecerunt? -- Fac ut vivas!
Standard User geordiekris
(experienced) Tue 10-May-11 16:31:44
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Re: Infinity Installation Woes


[re: mol2] [link to this post]
 
As a customer why should I spent my time explaining to BT's help desk the problem BT's own engineer had identified on a BT line but couldn't be bothered to sort out himself or make proper arrangements for those who could sort the problem to do so?


Becuase he doisent work for bt retail but bt openreach "BIG Differance"

i can say whatever i want as i no longer work for the [censored]!
Standard User mol2
(newbie) Tue 17-May-11 13:28:01
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Re: Infinity Installation Woes


[re: geordiekris] [link to this post]
 
An update: After emailing the address suggested I got some positive intervention.
Installation brought forward to last Thursday (told it would be am on the phone & pm by the web site)

Engineer duly arrived and connected it up & all works fine.

Interesting results on speed check - BTspeedtester - almost 39 download 9 upload, the one here only 19 ish down & 4.8 up.

What does that tell us - BT are throttling the onward connection perhaps?
Up to 40 won't be that even if you have the cabinet outside your house if BT are throttling it.
Standard User RobertoS
(sensei) Tue 17-May-11 13:45:57
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Re: Infinity Installation Woes


[re: mol2] [link to this post]
 
Try www.speedtest.net

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
Standard User Zarjaz
(knowledge is power) Wed 18-May-11 08:43:20
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Re: Infinity Installation Woes


[re: mol2] [link to this post]
 
No, it means what ever you are testing it with isn't measuring it right. Wired or wireless ? Decent PC, or an old dog ?

I'm not saying this through smugness. I get full sync and top profile, and yet my [censored] old PC will never show more than 17 meg download. OK with my son's new laptop, when connected via ethernet.

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