Do BT_care still post here? Years ago when I was with them they were quite helpful.

I will email BT about this anyway, but if we do wait till the 9th of Jan then that would be 29 days with no broadband or tv!

I've got some contact numbers for Openreach from a friend of mine at the local council, wonder if it sip be worthwhile calling these people also?

You said in your first post that the engineer got your phone line sorted. If that is correct and you have dial tone and line quality it's OK then no troubleshooting is needed. The engineer only needs to sort out the correct fibre ports at the cab and push it through.
I wouldn't go back to adsl tbh, even with these problems.

In reply to a post by george1976:

You said in your first post that the engineer got your phone line sorted. If that is correct and you have dial tone and line quality it's OK then no troubleshooting is needed. The engineer only needs to sort out the correct fibre ports at the cab and push it through.
I wouldn't go back to adsl tbh, even with these problems.

Why would BT want to wait till the 9th of January to get this fixed then?

I know it will be extra hassle, but I really have to confidence that they would even get this sorted on the 9th!

I have emailed BT with the details from this thread. Are they normally quick to get back to you? I put it in on Thursday night, so hopefully we can get a reply before Xmas.

Ok guys, got another update to this.

So me and my partner emailed BT regarding this on going issue, and they replied last month to advise that the problem has been resolved and that an engineer would be out on the 9th of January(29 days without Internet) and that that was the soonest they could get to us, to cut a long story short, my grandmother has been very ill and we did not want a lot of hassle so agreed we would wait for this.....

Well today was the day and after waiting in for a few hours, my partner called BT to ask when the engineer would be, and they tell us that the visit was cancelled as there was a problem with the system! I cannot believe it! We have waiting 29 days and been told on numerous occasions that someone would definately be on the 9th of Jan and now they just tell us it's cancelled! Not only that, we now have to wait till Monday to even find out when they are going to get to us!

This is un-acceptable. Does anyone have any advice for us, as we really don't know what to do now?

Edited by deleted (Fri 09-Jan-15 18:39:23)

Have you tried the executive complaints team? Email the CEO of BT and explain the circumstances. Be polite but firm, they'll be much more helpful.

Only way I got my order sorted.

In reply to a post by mr_mojo:

Have you tried the executive complaints team? Email the CEO of BT and explain the circumstances. Be polite but firm, they'll be much more helpful.

Only way I got my order sorted.

What email address was that?

[email protected]

Sounds very similar to my experience when I ordered Infinity 2 in Feb 2013. Website wouldn't accept my MAC; took full morning on phone to place order. It was a nightmare trying to sort out the order. Then they failed to arrive on the promised day (twice). When I phoned them the indian call centre said it was showing on the system as having been installed! On the first bill I found they had charged, incorrectly, a £30 cease fee, which I got refunded eventually.

I was on point of cancelling, but eventually the mods on the BT Care Community website sorted it for me. They were very helpful. Once they were involved everything happened as they promised. I was with O2 before but needed to get away from them as they were on the way to sky & I didn't want to go there so I had to swap provider to somewhere.

Once I got Infinity installed it was fine, I'm very pleased with it; it's just the ordering system & the telephone support that is a shambles.

In reply to a post by MHC:

In reply to a post by IamQ:

This time you should get a real BT Technician.

He will clip a small oscillator device on your line which "warbles" and sends this tone down the line. He will then go to the cabinet and try to locate the tone - if he cannot then he will start at the pole and trace it thee, then any underground junctions and so on al the way to the cabinet. A fairly easy task.

Don't Kelly or Quinns contractors have that kit and are trained to use it?!?!

If not that's shocking and they should be on or near any line plant int he first place.

Indeed. That's the basic, easy, quick solution to finding the correct pair, and takes no time at all, compared with any other solutions - I can't think of a more appropriate word than "shocking". Excluding the VDSL faceplate installation (which doesn't really alter anything at all if they know how to do it, which of course they should, with their eyes closed), all that should need to happen on a line without a fault is that an engineer comes round, puts an oscillator in your socket, leaves for 10 mins to go to the PCP, then comes back, removes the oscillator and reconnects your kit, and finally asks if your internet is what you'd hoped for.

I'd probably lose my temper but of course follow Mr. Saffron's advice, let's not give anyone the slightest excuse to blame you for anything.

After your FTTC connection has been working as it should for a few weeks, you could always phone BT and complain very strongly about Kelly Communications, as well as any of the compensation-related things Mr. Saffron has mentioned which will be far more important to you personally.

Edited by deleted (Sat 10-Jan-15 08:01:43)