BT Infinity Customer Service (or not?)

CrazyClum

I got BT Infinity about a year ago and have had a constant battle with poor speeds and poor performance from the BT Homehub. After about enough I decided to lodge a complaint on BT's website two weeks ago and received a call early last Sunday (22nd July) from an off-shore centre who went through the usual reboots, line speed tests etc.

I had put inside my original complaint that I am a IT Consultant with a networking background so had performed all these diagnostics but duly agreed to do everything the agent stated for confirmation. The agent then ran a 'line test' and asked me to hold, then hung up - looked on the BT website and found the call in resolved!

Lodged another email complaint on Sunday 22nd and still no response received today.

I'm tired of paying for a 55mbps connection and getting 15mbps. I'm also tired of the BT Homehub constantly resetting the wireless radio. What do we think the best course of action will be?

mr_vampy

I always find sending an email to the CEO of BT always resolves matter very quickly. His name is Ian Livingston - [EMAIL="ian.livingston@bt.com"]ian.livingston@bt.com[/EMAIL]

Hope it helps.

digitaly

It's difficult to say without pay a visit. I do that everyday and I never got 15mbps (except for circumstances cured there and then). But I would start from you home wiring. Does you BB run off you master socket? if it is!! are you sure it's you master socket? How many sockets you have in the house? also follow the drop wire and where is connected inside you should have a junction box. is it white? has it got a coil inside saying RF2? if so you might want it by pass it best to crimp direct wire to wire.
Is your house a house or a flat? (as flat often are feed underground)
If the hub3 drop wireless connection it could be again different factors. Wireless interferences such as microwaves? too many wireless networks in you area? faulty hub?
This is just few examples.

I tell you what! do a youtube video and take me around you house from the dropwire to every socket and I see if I can help you.

Now I thin some of my old colleagues are doing a good job. But most of my collegues are just Muppet that received 0 or little training and coming from non tech backgrounds. And pushed to work like slaves (and often have no time for doing a good job due to manager always pushing them for more work). BT told you that installation could last up to 3 hours to have a good job done!!! we have a minimum of 4 ( 5 in London) jobs to clear off our screen everyday in less then 7 hours???. Also by calling and complain that is going to fall against the engineer quality of work and team get points against them too.
I personally have strong IT background and electronics engineering but downgrade to work for this pour customers focus no sense company. I hate this job!!!

Somniac

Have a look at my thread on this:
https://forums.moneysavingexpert.com/discussion/4099659

There are contact details for a mod at the bt forum which is definitely worth joining. A customer forum but lots of help available.
http://community.bt.com/t5/BT-Infinity/bd-p/BTInfinity

Fill in the email form and someone will contact you from this country. It may take a few days.

CrazyClum

Great Credit to Ian Livingston.

I sent him an e-mail as suggested as he has picked it up within half an hour and I'm finally getting somewhere.

He has responded personally and although a bit sharp very nice of him to get back.