Bt Infinity down for 4 weeks !!!

Hi

I am posting this message on behalf of a friend who is having major problems with bt's infinity broadband. His internet failed just over 3 weeks ago and in 3 more days he will have been without the internet for 1 month. He has logged the fault with bt and spoken to support on numerous occasions and has gone through all the regular fault finding steps and these have failed to identify any problem. Therefore the support line have booked an engineer visit 3 times and for some unknown reason the engineer failed to show on any of these booked visits, Apparently on 2 of the bookings my friend recieved a text message confirming that he had a booking on that day,
So he spoke to me tonight and asked if I had any idea on how he can proceed because he is getting nowhere fast, the calls to the Indian support centre have got him no success at all.

Is there a uk based phone number that he could possibly try ? He cannot email anybody due to his internet being out of action.

Any help will be appreciated, his story was really bad listening to nevermind experiencing !

Cheers

i've heard of people have a lot of success solving problems on the BT forums.

Edited by epyon (Wed 20-Jul-11 01:17:22)

In reply to a post by epyon:

i've heard of people have a lot of success solving problems on the BT forums.

Thanks , I have posted this story on the btcare forums.

That's ridiculous. eMail the CEO (Ian Livingstone) at:--

[email protected]

He or his PA will get on to it. They make things happen......

Do both the modem and Home Hub power up, and is he connected wired to the Home Hub? Sometimes support fail to ask the simplest questions .

http://bt.custhelp.com/app/contact_email/c/2702,2705...

I will be seeing my friend tomorrow and give him the suggestions that have been written here.

Thanks

In reply to a post by Garyilka:

That's ridiculous. eMail the CEO (Ian Livingstone) at:--

[email protected]

He or his PA will get on to it. They make things happen......

I spoke to my friend today and after sending an email to Ian Livingstone he has now been contacted and an engineer will be visiting him on Saturday. Hopefully this will be a success and he will be back online soon.

In reply to a post by drphibes:

In reply to a post by Garyilka:

That's ridiculous. eMail the CEO (Ian Livingstone) at:--

[email protected]

He or his PA will get on to it. They make things happen......

I spoke to my friend today and after sending an email to Ian Livingstone he has now been contacted and an engineer will be visiting him on Saturday. Hopefully this will be a success and he will be back online soon.

Great news, the CEO office waste no time in resolving issues

In reply to a post by BuckleZ:

Great news, the CEO office waste no time in resolving issues

It's just a shame the support at some companies is so shocking people are forced to contact the CEO as the only way to get a lumbering dinosaur off its hind legs.

Just to update this story, an engineer did turn up yesterday and fixed whatever was wrong in approx 10 minutes.

Thats great.

Shame they didn't get to it earlier, but there you are........... Given the number of emails the CEO must get, you'd think their problem solving would be up to spec really!!!!