My Infinity contract started on 14th April.
Since then we have suffered two disconnections. The first was fixed in about three days when a bright engineer realised, unlike the previous six, that the fault was in the Infinity junction box, and not under the road.
The second has been going on now for 2 1/2 weeks. I am told they need to replace a length of cable under the road.
Because this was the second interruption in service I emailed Ian Livingston and this has been dealt with by the Chairman's Office.
Very helpful ladies, but it appears, with no more influence over their contractors than you or I. Every day since 9th August, I've been told that contractors will do the work. Every time they haven't. The excuses have been priceless too.
I was told at the outset where the work needs doing. I can see it through my lounge window, so imagine my surprise to be told that they couldn't complete due to the number of parked cars (I sent them a photo showing there aren't any), and then they couldn't do the work because someone had stolen the cones they had put down. Twice! Again, there never were any.
At least today it's "They've been called away on an urgent job" which hopefully is nearer to getting the work done in contractor-speak than "someone's stolen the cones"
Which brings me to the problem. Virgin fibre optic uses new cable right up to the house. BT Infinity doesn't. So your super fast speeds are seriously at risk by having to travel on the old unreliable cables from the Infinity junction box to the property.
And another thing..... Does anyone know the nature of BT's service agreements with the independent carriers using their cable network? I'm beginning to think that if a competitor's customers lose connection, BT might stand to lose a lot more in paying compensation than they would with a direct customer, and that's why we're at the bottom of the food chain