Kafkaesque Nightmare - Infinity Migration

Well, I hope someone on here can help with my BT nightmare - here is a brief outline


Mon 19th June - I was expecting to migrate from PlusNet fibre to BT infinity 52Mb, along with the phone line service.

Phone line service has come over fine.

As of today, the Infinity service has not gone live. Solid state orange light on Smarthub.

Since the 19th June, I have had two engineer visits, spoke with BT help, BT customer care, BT connections,.... and still no service.

The first Openreach engineer checked the hub, the line, the BT cabinets (incuding Fibre cabinet) - he confirmed that there is a fibre connection coming to the house at 55Mb service. However, he felt that the issue may be a PPP authentication issue which was preventing connection. This was fed back to BT. Since then an absolute nightmare - I have been passed between departments, and the CAMP3 (complaints team) have sent a further engineer (which served no purpose other than to confirm that the set up at the house was fine) and a new hub. The second engineer tried 4 hubs and confirmed not a hardware issue.

I feel I am trapped in a nightmare of being passed around BT but without any resolution.

Is the PPP authentication an easy fix - and who would carry this out...

what are my options here - would a cease and reconnect of the fibre be the best route....

It has been 9 days now without service.

I have simplified the complaint above as it would take too long otherwise.



HELP!

Either of the engineers really ought to have been able to resolve this with calls to Btw.

Ask for a Boost visit.

Thank you for the response. The first engineer was from BT Boost

I feel I am in a situation where my complaint is being passed between departments in BT without anyone actually taking responsibility and resolving. 10 days now...and I have been on the phone to BT at some on 8 of the days - and will be calling this morning as well...

If anyone could suggest an alternative plan, or actions I need to take.....

CEO Complaints Department.

Polite e-mail to BT ceo

[email protected]

usually works

I normally send an email to both the CEO and the Chairman of BT, one of their staff members have always phoned me back within a day or two after sending it.

But yeah, a short, to the point polite email is the key here.

Paul

PPP issues on FTTC can be on the line card in the cabinet so fault may be with the NGA team. Would be a coincidence though to happen during a migration .

Edited by witchunt (Thu 29-Jun-17 15:27:44)

Thanks for the suggestion.

I emailed the CEO and received a response back from "Gavin" - then a call this morning from a person in the CAMP3 team - sounded quite nervous and was aware of the CEO involvement - so may have worked - time will tell....

11 days without service now

In reply to a post by kafkaesque:

Thanks for the suggestion.

I emailed the CEO and received a response back from "Gavin" - then a call this morning from a person in the CAMP3 team - sounded quite nervous and was aware of the CEO involvement - so may have worked - time will tell....

11 days without service now

It'll be sorted for sure. Let us know once you're back online.

The nightmare continues....

Had a call from the complaints team - BT Wholesale as part of the process want to send an engineer to the property to carry out end to end test - something that was done by the previous engineers - aaahhhhhhh! If the engineer attended -he would find the same results and file a report and go off on his merry way -and I would still have no service!

I've sent a further email to Mr Patterson - I am losing faith in this!