Unbelievable BT

I have spoken with BT numerous times this week about moving to their BT Infinity package and on every occasion they have confirmed that I can have it. My neighbours have it, the BT checker says I can have it and several BT customer service reps said they can see I can have it on the system but when we tried to place the order it would only show ADSL and not Infinity. Bearing in mind I have a line that has been tested at upto 5.5mb with Sky and I am on exactly the same cabinets as others who have the FTTC CN21 network installed how can BT say I can't have it. These other people have lines that didn't have ADSL speeds higher than 1.5mb and worse attenuation/noise margins.They need to get an engineer out to my house with the correct equipment to test it rather than try to fob me off as I had a PTO tell me that I would be able to have Infinity when we had the fibre rolled out to the cabinet.

Any BT staff on here who would care to try and justify this ridiculous attitude and cop out. I was in my neighbours house today and his Infinity was running at 37mb.

Come on BT get this situation resolved.

No ports available at the cabinet ?

Can another ISP offer you service?

In reply to a post by Ribble:

No ports available at the cabinet ?

Highly unlikely at this stage.

Cut & Paste the information you receive from this website once you enter your phone number. If the BT Wholesale says your predicted download is less than 15mb you can't get Infinity but you can get other ISPs products

In reply to a post by BatBoy:

Can another ISP offer you service?

Only other ISP is TalkTalk and I wouldn't touch them with a bargepole as their customer service is abysmal. My neighbour who has TalkTalk equivalent of Infinity, installed on wednesday, had a call from them yesterday trying to sell it to him...lol

I will now wait until Sky roll it out.

In reply to a post by Embraer:

Cut & Paste the information you receive from this website once you enter your phone number. If the BT Wholesale says your predicted download is less than 15mb you can't get Infinity but you can get other ISPs products

Both the BT Checker on their website and the customer service reps at BT who I spoke with had it as 29.8mb down & 6.6mb up before they said I can't get it...Now do you see why it's ridiculous?

In reply to a post by Hodge:

In reply to a post by BatBoy:

Can another ISP offer you service?

Only other ISP is TalkTalk and I wouldn't touch them with a bargepole as their customer service is abysmal. My neighbour who has TalkTalk equivalent of Infinity, installed on wednesday, had a call from them yesterday trying to sell it to him...lol

I will now wait until Sky roll it out.

No, there's lots of ISPs offering FTTC.

RobertoS's website will be informative in this sense of what ISP's are offering FTTC: http://www.robertos.me.uk/html/isps_offering_fttc.html

Edited by chris6273 (Sat 17-Sep-11 23:22:45)

Cut and paste what the Wholesale checker says for your line anyway - this must be for your actual number and not postcode to be useful.

The BT checker doesn't recognise my number as my line rental is with Sky but BT have additional internal systems that have checked the line and come up with figures that said it is available but their ordering system refuses to see it so that's why they say it's not available. It's absolute tosh.

BT have checked with my telephone number, address & postcode and had positive results but because the ordering system wont accept it then I mustn't be able to have it. Sheer stupidity.

Edited by deleted (Mon 19-Sep-11 00:26:55)

Are BT still doing the free line install (not that a simultaneous provide doesn't have its own problems)?
i.e. go through the online ordering process but don't put a number in, just go with the "I want a new line" option.

Admittedly; getting a brand new line (just so you can have Infinity) is a complete waste of money (on BT's part), but if their systems are playing dumb (and nobody at their call centre is able, or willing, to override the systems) it may be the only way for you to get Infinity.
Then just cancel the old line and broadband.
OK; you'll end up with a new phone number, but you will get Infinity.

Here in lies the problem...

BT staff check postcode, all is well, then check number and interpret the do not know number as a cannot have Infinity, and to some extent it is correct.

To get Infinity from BT Retail specifically, you will need to move your line rental to BT too, thats the way BT Retail run things.

In reply to a post by MrSaffron:

Here in lies the problem...

BT staff check postcode, all is well, then check number and interpret the do not know number as a cannot have Infinity, and to some extent it is correct.

To get Infinity from BT Retail specifically, you will need to move your line rental to BT too, thats the way BT Retail run things.

We had already agreed I would move my line rental to BT and pay the full year upfront when they placed the order.

I would be absolutely amazed and stunned if Andrews & Arnold were unable to obtain FTTC for you. Infinity is a marketing name for FTTC used by BT so only they can supply Infinity. A bit like thinking that only Hoover make vacuum cleaners...

Cheers!

Clive

ps My Andrews & Arnold FTTC will be happening on Friday morning (23rd).

Edited by Ancient_Mariner (Mon 19-Sep-11 21:27:48)