Bt's customer "service." (hollow laugh)

Somniac

BT's Infinity service is turning into a major joke to anyone who has had it installed recently.
Promises of speeds that cannot be kept; customer service promises to call back that never materialise. Engineers that don't show. It has become a farce.
Visit BT forums> infinity and see the complaints on there.

Some people are paying for 80mps connections and getting as little as 1mps or even none!

I was told 38mps connection that is actually 15mps and I consider myself lucky compared to some.
"I will definitely call you back on Tuesday between 11am and 12" chirped jenny in India on Sunday " and we will definitely escalate the case if your speed has not improved."
Well my speed has not improved and she has not called me back. Galling as I stayed in to receive the call.
This is the most appalling customer service I have ever experienced.

cookie_monster

BT customer help-line not one of the best....far from it. Always get called to upgrade to infinity. I will not upgrade until they sort out their customer help desk. Had a few problems trying to solve an internet connection a few months back and speaking to thier call centre in India was terrible.

BT_company_representative

Hi Somniac

I have just seen your post and would like to help with the issues you are having, just send me your details via the contact link in my profile section.

Regards David

hareng

I really sympathise with you Somniac and why i held out before finally migrating back in April.
Assurances count for nothing, anything will be said just to get you on board. I went to great lengths to get a UK call centre number, not long before it was needed and turned out its a global number.

Wish i had the equivalent of 1meg at times, the lag is atrocious even worse the routing. Never had it off my other FTTC supplier before.
BT answer, you have a good connection its just the cap thats lifted on 80/20. By the way 'promised' 58meg down but only 300 yards max from the cab, i get 39 to 42meg but cant even stream I player which i could before with another provider.

Somniac

David.
Thanks for the offer.
I have already contacted the mods through this form.
Incident: 120726-006509
I got a reply from Craig Stockdale asking me to report speed after Monday. I have done this but no response so far.
An update on the contact centre in India. I was called at 4pm this affy and the person has escalated my problem to the next level whatever that means. She said an engineer would probably have to come out.

giraffe69

I switched to Infinity some months ago and the install was prompt and without problem and the speed since about 38mbps. They don't always get it wrong.

Somniac

No I s'pose not. A lot of people have a bad experience though.

spike7451

One of the biggest pita that I got from BT was when ringing them,I'd input my phone number as requested...spend ages on hold only to be told "Oh,you're in Northern Ireland,I'll have to put you thru to the right department" then spend ages on hold again...so what was the point of putting my phone number in at the start to connect to the right department for then..????

hareng

The thing is we shouldnt have to go through the forum to eventually get something sorted.
Even on the forum people have waited more than three weeks for a simple locked IP profile that any decent provider will get fixed with 2hrs.

Somniac been through it twice already a fault will be raised and will show up in your account. Within a week it will be written off solved when not.
Two years on hard sell you have sales not knowing what theyre selling you.
Do you know you cant cancel within 24hrs of 'intended' activation, thought not and i wasnt even connected the day after it was a further 7 days.

Somniac

yes I suspect my profile is locked.
Absolutley right about having to go through the forum.
i feel for you.
The set up for help is hopeless. The BT forum being so active is a symptom of this.

Catnapper

We were warned engineers were going to work on our overhead lines to improve service. We live a fair way from the nearest Infinity cabinet, but had 17MB, which the engineer who fitted it said was just above the acceptable limit.
During the 'improvement' work, we were cut off completely for more than 30 hours.
Once reconnected, our speed had dropped to 12MB, and then dropped further to less than 5MB.
A 1 hour 37 minute call to the Indian call centre saw me passed from pillar to post, treated like an imbecile while technically inept staff simply read off a script.
The follow-up phone call the day after never materialised. What a surprise.
Disgraceful service and still not resolved. If you can find an alternative supplier, I would recommend you do.
Very expensive broadband that does not come anywhere near the 22MB originally promised.
Grrrr...