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Standard User kafkaesque
(newbie) Wed 28-Jun-17 16:35:17
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Kafkaesque Nightmare - Infinity Migration


[link to this post]
 
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!
Standard User Zarjaz
(eat-sleep-adslguide) Wed 28-Jun-17 21:59:40
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Re: Kafkaesque Nightmare - Infinity Migration


[re: kafkaesque] [link to this post]
 
Either of the engineers really ought to have been able to resolve this with calls to Btw.

Ask for a Boost visit.

Standard User kafkaesque
(newbie) Thu 29-Jun-17 08:59:58
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Re: Kafkaesque Nightmare - Infinity Migration


[re: Zarjaz] [link to this post]
 
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.....


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Standard User jdigz7
(learned) Thu 29-Jun-17 11:02:42
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Re: Kafkaesque Nightmare - Infinity Migration


[re: kafkaesque] [link to this post]
 
CEO Complaints Department.
Standard User 961a
(member) Thu 29-Jun-17 11:24:00
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Re: Kafkaesque Nightmare - Infinity Migration


[re: kafkaesque] [link to this post]
 
Polite e-mail to BT ceo

[email protected]

usually works
Standard User PaulKirby
(knowledge is power) Thu 29-Jun-17 12:47:58
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Re: Kafkaesque Nightmare - Infinity Migration


[re: 961a] [link to this post]
 
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

BTBroadband - Infinity 4 310Mbps (down), 31Mbps (up) FVA
TBB Speedtest | BQM #4 Linksys WRT 3200 ACM
Standard User witchunt
(committed) Thu 29-Jun-17 15:24:25
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Re: Kafkaesque Nightmare - Infinity Migration


[re: Zarjaz] [link to this post]
 
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)

Standard User kafkaesque
(newbie) Fri 30-Jun-17 09:08:52
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Re: Kafkaesque Nightmare - Infinity Migration


[re: 961a] [link to this post]
 
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
Standard User ukhardy07
(knowledge is power) Fri 30-Jun-17 09:29:35
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Re: Kafkaesque Nightmare - Infinity Migration


[re: kafkaesque] [link to this post]
 
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.
Standard User kafkaesque
(newbie) Fri 30-Jun-17 12:55:33
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Re: Kafkaesque Nightmare - Infinity Migration


[re: ukhardy07] [link to this post]
 
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!
Standard User ukhardy07
(knowledge is power) Fri 30-Jun-17 13:15:11
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Re: Kafkaesque Nightmare - Infinity Migration


[re: kafkaesque] [link to this post]
 
Generally speaking if that team is advising an action there is usually some merit behind it. Perhaps certain checks were not run the first time.

Also I struggle to see how this would get resolved in the absence of an engineer.

It is worth noting that BTs usernames and passwords are generic to all users, ie every user has the same one (for residential). Therefore it seems unlikely it would be an authentication issue in the sense of a username / password and more likely something at the exchange.

Edited by ukhardy07 (Fri 30-Jun-17 13:15:41)

Standard User kafkaesque
(newbie) Fri 30-Jun-17 13:18:40
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Re: Kafkaesque Nightmare - Infinity Migration


[re: ukhardy07] [link to this post]
 
But, as I have had two engineers already -what are the odds of something being missed by both engineers - quite unlikely I expect. Otherwise, it suggests that a high number of BT engineers are inept....

I am sorry re my cynicism, but I am sure you can understand that with no service after 11 days, and requests for engineers to duplicate the same tests, it is to be expected that I see no end to this issue!
Standard User ukhardy07
(knowledge is power) Fri 30-Jun-17 13:37:50
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Re: Kafkaesque Nightmare - Infinity Migration


[re: kafkaesque] [link to this post]
 
The reality of the situation is without engineer visits this will most likely not be resolved. With one of my prior faults I had 4 engineers, we got there in the end.

Worth noting not every engineer is the same. I would work with BT to get an engineer out ASAP and if that fails no doubt a further engineer will need to be booked. Eventually the issue will be identified and resolved. It is not a case of every engineer pops out and does the exact same job as the guy before, if there was only one engineer to do one set of things every case would be resolved in 1 job.

Now your case is being handled by one person they can follow it through to completion without you repeating the same issue over and over.
Standard User 961a
(member) Fri 30-Jun-17 14:05:06
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Re: Kafkaesque Nightmare - Infinity Migration


[re: kafkaesque] [link to this post]
 
In reply to a post by kafkaesque:
But, as I have had two engineers already -what are the odds of something being missed by both engineers - quite unlikely I expect. Otherwise, it suggests that a high number of BT engineers are inept....

I am sorry re my cynicism, but I am sure you can understand that with no service after 11 days, and requests for engineers to duplicate the same tests, it is to be expected that I see no end to this issue!


Having involved the ceo's complaints team you must surely give them the chance to fix the problem

The way they will do that is to start at the beginning and check item by item until they identify the fault and rectify it. Which they will do

It may seem to you that they are treading ground that has been gone over more than once before. That will be correct, but obviously someone made a mistake and someone else failed to identify it when checking. These guys will pursue the difficulty until they find and rectify it just as they found my problem in a similar situation

The quicker you agree to them getting on with the plan they have to fix things the faster you'll have your broadband working. Remember if you have no broadband now it won't magic itself back until someone identifies the problem and corrects it

I am totally aware how infuriating all this is, and I well understand you are spitting feathers. That's why I bothered to suggest a solution that will, in the end, work. Please let them proceed with good grace. Give them grief, it will take longer
Standard User PaulKirby
(knowledge is power) Fri 30-Jun-17 14:09:18
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Re: Kafkaesque Nightmare - Infinity Migration


[re: kafkaesque] [link to this post]
 
In reply to a post by kafkaesque:
But, as I have had two engineers already -what are the odds of something being missed by both engineers - quite unlikely I expect. Otherwise, it suggests that a high number of BT engineers are inept....

I am sorry re my cynicism, but I am sure you can understand that with no service after 11 days, and requests for engineers to duplicate the same tests, it is to be expected that I see no end to this issue!

Its because those checks was done before the Complaints Team and CEO got involved.

So they will be dealing with the issue and will get direct information from the engineer(s) whereas the information before might of not been 100% accurate, a bit like Chinese Whisper.

Paul

BTBroadband - Infinity 4 310Mbps (down), 31Mbps (up) FVA
TBB Speedtest | BQM #4 Linksys WRT 3200 ACM
Standard User PaulKirby
(knowledge is power) Fri 30-Jun-17 14:10:59
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Re: Kafkaesque Nightmare - Infinity Migration


[re: 961a] [link to this post]
 
I agree 100% there.

Paul

BTBroadband - Infinity 4 310Mbps (down), 31Mbps (up) FVA
TBB Speedtest | BQM #4 Linksys WRT 3200 ACM
Standard User kafkaesque
(newbie) Fri 30-Jun-17 14:38:24
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Re: Kafkaesque Nightmare - Infinity Migration


[re: PaulKirby] [link to this post]
 
Thanks for all the comments - appreciate the interest in my situation.


The engineer is due to attend tomorrow (now no need for property access) - fingers cross I can report back some good news tomorrow.

Once again, thanks for the suggestions/support on this.
Standard User ukhardy07
(knowledge is power) Fri 30-Jun-17 14:57:54
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Re: Kafkaesque Nightmare - Infinity Migration


[re: kafkaesque] [link to this post]
 
No problem, this team always get the issues resolved in my experience. I have yet to see anybody walk away unhappy.

From my own experience they are the best support team of all the major providers and they do follow up, chase and keep persisting until the issue is resolved.
Standard User 961a
(member) Fri 30-Jun-17 15:00:14
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Re: Kafkaesque Nightmare - Infinity Migration


[re: ukhardy07] [link to this post]
 
In reply to a post by ukhardy07:
No problem, this team always get the issues resolved in my experience. I have yet to see anybody walk away unhappy.

From my own experience they are the best support team of all the major providers and they do follow up, chase and keep persisting until the issue is resolved.


+1
Standard User Zarjaz
(eat-sleep-adslguide) Fri 30-Jun-17 18:50:59
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Re: Kafkaesque Nightmare - Infinity Migration


[re: kafkaesque] [link to this post]
 
The first engineer was from BT Boost

Oh dear.

Standard User kafkaesque
(newbie) Sat 01-Jul-17 09:51:45
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Re: Kafkaesque Nightmare - Infinity Migration


[re: Zarjaz] [link to this post]
 
Well, good news!

I have an Infinity Service

The Wholesale engineer carried out the tests and all was fine, but still no service- so he called through to the helpdesk and within 5 mins the desk had identified that my profle was missing header and other information. In the time it took for me to make the engineer a cup of tea - the issue was fixed via a new profile build.

One interesting point - the first engineer from Boost (nearly two weeks ago) , mentioned that they were no longer allowed to call through to the helpdesk as the waiting time for engineers in the week could be up to 30 mins. All of the engineers had been told not to call through but to make the report on their visit and that was all. Today, being a Saturday, the engineer who visited was able to get through to the helpdesk in 5 mins.....and there you go.

So 12 day wait for a 5 min fix!

Mr Patterson needs to look at this as it is clearly unacceptable for the engineers to have this logjam of a call wait of 30 mins during the week....


Thanks for all the suggestions guys - particularly the email address for Mr Patterson...seemed to do the trick.


So, any advice on what realistic compensation I can claim for no service for 12 days (and I paid £50 for the activation)? - I am not being a mercenary.....but the last 12 days have been a nightmare.....
Standard User eckiedoo
(fountain of knowledge) Sat 01-Jul-17 10:56:10
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Re: Kafkaesque Nightmare - Infinity Migration


[re: kafkaesque] [link to this post]
 
I wonder what would cost BT etc more, the Engineer waiting for a reply from the Help Desk; or the multiple visits and compensation?
Standard User 961a
(member) Sat 01-Jul-17 14:19:45
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Re: Kafkaesque Nightmare - Infinity Migration


[re: kafkaesque] [link to this post]
 
In reply to a post by kafkaesque:
Well, good news!

I have an Infinity Service

The Wholesale engineer carried out the tests and all was fine, but still no service- so he called through to the helpdesk and within 5 mins the desk had identified that my profle was missing header and other information. In the time it took for me to make the engineer a cup of tea - the issue was fixed via a new profile build.

One interesting point - the first engineer from Boost (nearly two weeks ago) , mentioned that they were no longer allowed to call through to the helpdesk as the waiting time for engineers in the week could be up to 30 mins. All of the engineers had been told not to call through but to make the report on their visit and that was all. Today, being a Saturday, the engineer who visited was able to get through to the helpdesk in 5 mins.....and there you go.

So 12 day wait for a 5 min fix!

Mr Patterson needs to look at this as it is clearly unacceptable for the engineers to have this logjam of a call wait of 30 mins during the week....


Thanks for all the suggestions guys - particularly the email address for Mr Patterson...seemed to do the trick.


So, any advice on what realistic compensation I can claim for no service for 12 days (and I paid £50 for the activation)? - I am not being a mercenary.....but the last 12 days have been a nightmare.....


Glad it's fixed. That's what these guys do

"I am not being mercenary"

Of course not!

How about another polite e-mail to the boss saying how appreciative you are that his team managed to fix things so speedily and asking if he would consider refunding the £50 activation fee in view of the delay and inconvenience
Standard User PaulKirby
(knowledge is power) Sat 01-Jul-17 14:36:10
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Re: Kafkaesque Nightmare - Infinity Migration


[re: kafkaesque] [link to this post]
 
Glad its now all fixed.

I think the Engineers should get an dedicated phone number which gets them to a dedicated switchboard for the engineers, whom which can forward their call directly to the team required.

What annoys me is the fact that we have to go down these routes every time we want to get stuff resolved.

As for a compo, each cancelled or missed engineer visit (responsible by BT) is £X, then there is the time without connection, and then the stress of it all.

Just say you don't want to be greedy or anything, but 3 to 4 weeks free broadband would in your eyes would be fine.
If you get offered anything around 3 or above weeks take it, but I am guessing you might get offered around 3.

Without saying what I got, I chose what I thought was realistic for all the stress and hassle I had to go through which I won't go into, but I think I could of pushed for more, but just couldn't be bothered, BT Complaints jumped to what I asked for so quick you wouldn't believe me.

Overall I was happy, BT was happy and that was it.

As for your £50 activation fee, you would still have to pay for that no matter what, so you cannot bring that into the compo.

So the compo should just be for the following:
1: Cancelled or missed engineer visits where you was not at fault.
2: Time without broadband.
3: Any stress you have gone through.

Not too sure if I missed anything out.
Cannot remember the compo for missed engineer visits, was it £10 per missed visit (anyone?)

So in my eyes like I have said you can try for the 3 to 4 weeks of free broadband for your compo.

Also see what everyone else suggests before you make you choice.

But its entirely up to you what you choose.

Paul

BTBroadband - Infinity 4 310Mbps (down), 31Mbps (up) FVA
TBB Speedtest | BQM #4 Linksys WRT 3200 ACM
Standard User witchunt
(committed) Sat 01-Jul-17 17:54:34
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Re: Kafkaesque Nightmare - Infinity Migration


[re: PaulKirby] [link to this post]
 
I think the Engineers should get an dedicated phone number which gets them to a dedicated switchboard for the engineers, whom which can forward their call directly to the team required

You want receptionists rather than have more people available to speak to the field engineers whilst they are on site to resolve these problems 1st time?
Standard User PaulKirby
(knowledge is power) Sat 01-Jul-17 21:02:36
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Re: Kafkaesque Nightmare - Infinity Migration


[re: witchunt] [link to this post]
 
In reply to a post by witchunt:
I think the Engineers should get an dedicated phone number which gets them to a dedicated switchboard for the engineers, whom which can forward their call directly to the team required

You want receptionists rather than have more people available to speak to the field engineers whilst they are on site to resolve these problems 1st time?

Was that a question or a statement?

Getting through to the switchboard doesn't take long at all, well it doesn't for me.

Its the individual departments that keeps you in the queue the long time, they need the more staff.

The actual switchboard staff might be ok as is due to you are not really with them that long, and only there to redirect you to the correct departments.

That's what I was getting at.

Paul

BTBroadband - Infinity 4 310Mbps (down), 31Mbps (up) FVA
TBB Speedtest | BQM #4 Linksys WRT 3200 ACM
Standard User witchunt
(committed) Sun 02-Jul-17 00:00:04
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Re: Kafkaesque Nightmare - Infinity Migration


[re: PaulKirby] [link to this post]
 
Thats what call steering is for. Engineers dont need or want to speak to receptionists.

Edited by witchunt (Sun 02-Jul-17 00:00:45)

Standard User Zarjaz
(eat-sleep-adslguide) Sun 02-Jul-17 11:25:46
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Re: Kafkaesque Nightmare - Infinity Migration


[re: kafkaesque] [link to this post]
 
One interesting point - the first engineer from Boost (nearly two weeks ago) , mentioned that they were no longer allowed to call through to the helpdesk as the waiting time for engineers in the week could be up to 30 mins. All of the engineers had been told not to call through but to make the report on their visit and that was all.

That really isn't correct, yes there has been some huge wait times of late, but to tell staff that they just shouldn't bother is wrong, wrong, wrong.

Standard User Zarjaz
(eat-sleep-adslguide) Sun 02-Jul-17 11:26:51
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Re: Kafkaesque Nightmare - Infinity Migration


[re: witchunt] [link to this post]
 
+1

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