BT Infinity install gone wrong!

hippey

I was meant to be having a new BT Infinity line installed today, the engineer turned up bang on time and asked where the new line was going. Pointed him to the area and gave him the box I had been sent.

This is where it went wrong, he asked what it was for stating he was fitting a second line and not a fibre product I got my paperwork out and showed him the details to which he read looked at his order and said "I think something has gone wrong" he couldn't fit the items in the box and was only here to do a analog line so he left without doing the work as we did not know what to do. He did state the only fibre product in out area is to the premises which he thought was still trialling. BT Infinity is not available via the cabinet.

I have called BT and not really got anywhere other than someone will call back, if it's not available do I have a right to cancel as the agent who sold me the package seems to have messed up? No one at BT retail seems to know.

macman

Infinity is Fibre To The Cabinet, not Fibre To The Home.

hippey

I know, that seems to be the problem. FTTC is not available here but FTTP is, the sales department seemed to think infinity was still available via the FTTP service. But now it seems no one knows! I'm not to worried about the day waiting in for them I did do other things anyway, more bothered about the18 month contract for a service no one knows if they can supply!

kwikbreaks

hippey wrote: »

if it's not available do I have a right to cancel as the agent who sold me the package seems to have messed up?

If it isn't avaialable then they'll have to cancel. Obviouslt as they screwed up they can't charge you anything. If you had to take time off work then you should be asking them to pay you something as compensation too IMO.

hippey

That's what I thought but as it was a new line plus broadband no one at BT wants to take responsibility. More so when I said that I wanted to cancel it all and get a refund of the line rental paid upfront. Very frustrating to be stuck in this position, the openreach engineer wasn't at fault, to be fair he looked at the box I gave him and looked lost!

BT_company_representative

Hi Hippey

Sorry to hear of the problems you have encountered with this order. I can have this investigated further for you.

Send me an email to btcare@bt.com with your BT account number, telephone number and a link to this thread.

Cheers

Stuart

hippey

I have sent the details to you as requested.

I have spent another painful hour of the phone today, firstly the 'offshore' call centre stated I had the line fitted yesterday and it was working and couldn't see what my problem was, and then lots of silence and on hold music followed by being dumped in a UK call centre where a very helpful member of staff took down all the details again and said someone from the relevant department would call back by 9pm tomorrow.

To be honest I do want the products I ordered but it soooooooooooooooo frustrating when all you get is people sending messages to department and people going to call back sometime!

hippey

I might start this as a record of my painful calls to BT!!

Today's total time on the phone: (2 calls went unconnected lasting about 2 mins each) 38 mins

Yet again, no one rang back....So it's on the phone to somewhere offshore who after repeating myself a few times basically said my broadband had not been installed but my phone had. This isn't the case, the advisor is now checking with the 'order management team' to see what is happening with it. (by the way it's that nice tinny classical music) Just been speaking to a nice chap who called me back when the line went dead. He is sending a priority form to another department who will call me in 48 hrs, there still seems confusion over what is happening, they have not confirmed if they can do the fibre install, I know it's not FTTC and the only option is FTTP it appears that this has not been confirmed by whoever is looking into this.

Hmm.....Do you ever get the feeling this is going to be one long battle to do anything??? Either get my money back or get the products ordered installed! At least I have a phoneline and broadband from a different supplier and was going to keep that until the BT stuff was installed and working properly. Glad I did!!

hippey

The story continues..... Called BT again today and firstly spent 20 mins explaining myself to the offshore call centre before being told they don't deal with the issues and dumped me to a call centre in the UK. A friendly agent read my notes again and said she would fill another priority form in for the 'back office' and they would call me. And imagine my surprise when a couple of hours later I actually received a call! The agent was checking what I had thought I had ordered to what was actually ordered to be fitted. Initially it appear the sales agent has ordered the wrong things, or at least not pushed the right buttons, the agent did say she would call back before 5pm today. She didn't! :-(

It was all going so well. The basic problem seems to be that FTTP is not called Infinity and is still a trial product but somehow I was sold it. However in my view I should be supplied it as that's what I understood I was getting, and it is available in my street as some neighbours have it. And before I wasn't to bothered about compensation for the initial day wasted waiting for the engineer who couldn't fit Infinity now as I have spent hours repeating myself to all and sundry let alone listening to painful versions of classical music we need to start talking about what they can do!

And by the way, the email I sent to BTCare (a few posts above this one) still hasn't been answered. So be warned, if your BT install goes wrong prepare yourself for a long battle!

hippey

Forgot to add.... 1 hr, 8mins today!

kwikbreaks

Send them an invoice....