Mis-selling BT Infinity

LochNessMonster_2

I am at the absolute end of my tether with BT now and would be grateful for some advice. After trying unsuccessfully to upgrade my account from Infinity toInfinity Unlimited since August 2012 and ringing EVERY MONTH since it finallytranspired I have never received Infinity, nor can I hence the reason the “upgrade”could not be applied when the order was passed to BT Openreach. During thatperiod NO-ONE from BT picked up on the issue and it was left to me to ring andsort out each month it didn’t happen (whilst BT continued to take £80 a monthfrom my account due to excess broadband chanrges). I finally checked the speeds myself and diagnosed the issuethat I did not in fact have Infinity as they then finally confirmed. They also confirmed I could not receive it and could not understand how the originial order placed in November 2011 was processed. As a resultof their mis-selling I am awaiting a figure for the refund amount in respect ofexcess broadband charges, Infinity excess charges and compensation for a) thefact I moved from a FREE Orange broadband service specifically because I respondedto a flyer posted through my door saying we now had Infinity in our area and Iwanted to benefit from the increased speeds and b) the considerableinconvenience and time spent sorting this issue and absolutely appallingservice I have received. I was assuredon 23/1/13 that someone one would ring me back in 3 to 5 days to confirm the totalamount that would be refunded to my bank. No-one has rang so this evening (yetagain) I rang the Billing Team myself. They said it was a matter for CustomerOptions, who after a 20 minute wait to answer the phone then told me it was in fact the Billing Team. In the process of transferring me to “Alan” I was then cut off. If it were not for the fact that BT has takena considerable amount of money from me as a result of mis-selling this fiascowould be laughable, as surely a national company cannot get their service this wrongso many times?
I just don't know how to get this resolved. Is it worth referring to OFCOM? Has anyone else exprienced similar problems and were they adequately compensated?

iniltous

Just for clarity, Infinity is a installed service, you get a visit from an Openreach person who fits equipment at your property, did you get a visit from anyone ? If you did they are supposed to demonstrate the increased speed etc, if you never got a visit why did you think you had Infinity ?

BT_company_representative

Hi LochNessMonster,

I would like to take a look at the details of your complaint. Please could you send me in your details using the link found in my profile?

Thanks

Paddy,

LochNessMonster_2

I did receive a visit from an engineer and have the white Infinity box and red coded cables. To add further insult to injury they have now added the "unlimited" to my account under the normal package. Guess what? I now have NO broadband and it will take 8 days from an engineer to come out. They finally reduced me to tears. I run a dog rescue charity in my spare time and Internet is vital.

Paddy I will message you the whole sorry story.

LochNessMonster_2

I have managed to find a hotspot and have messaged you through the link provided in your profile.

LochNessMonster_2

And so the "comedy of errors" continues. The Technical Team "forgot" to book the engineer so now the next available appointment is the 12th Feb.

But, it appears I also have a fault on my telephone line as well. Magic. They are already talking about charging me if it is a fault inside (remember they owe me £100s refund!) The bottom line is my broadband worked until they made changes to my tarrif/line on Wednesday. It does not now and how much of a coincidence would it be that something went wrong with my internal wiring the very same day.

And still no phonecalls or emails about my refund/compensation. Just more baffled Technical Team staff not undertsanding how Infinity was installed when I cannot physically get it to my property.

LochNessMonster_2

In the interests of fairness I thought I would update.

I finally got allocated a Complaints Manager. An engineer called on the 6th Feb (unanounced but as he was 6 days early I didn't mind). A fault was diagnosed on the line outside my house and fixed there and then. Internet connection is back. The same day the Complaints Manager called. I have accepted a refund backdated to July of all my excess broadband charges, and the difference between the package I am on now and the Infinity package I was misold going back to the date of "installation" namely November 2011. Also a £50 goodwill gesture and £25 Infinity connection refund. So a total of £394. I am satisfied with the outcome but BT should have sorted this out back in July when they should have realised I did not have Infinity (or even better not sold me a package I could not access). Their customer somplaints process also needs a serious overhaul, as does the communications channels between Openreach and the Sales Team placing the orders.