BT Infinity messed up installation: what to do

pigeonpie

BT outsourced engineer (not BT shirt) installed Infinity today. He said he'd move the master socket, as it's in an inaccessible place.
I let him get on with it. He left after 15 mins, having set up my wifi connection on my laptop.
As he left my flat, I asked him if the new socket was now the master socket, as I know BT are responsible for that and I'm responsible for any equipment plugged into any aux socket.
He says "sort of" and left.

What he's done is activated it by using the aux socket.
He left my phone unplugged as ran out of power sockets, and didn't say anything and of course I only noticed once he'd gone. I tried using a 4 way extension adapter plug, but it doesn't work on either the HH4 or the phone.

After an hour being passed around by India on online chat (no phone possible), they are sending another engineer tomorrow.

I wish I'd not gone with BT but I suppose all I can do now is make sure that the master socket is moved and that the phone and broadband are both working fine when the next engineer leaves?
I hope it's not the same guy who comes back. He was so uninterested and sloppy.
If I'm not happy at all, who can I complain to, or can I cancel BT?

Myser

They do state that you should have two additional power points available during the time of installation.

I think you are still within the cooling off period.

nearlyrich

There is a BT rep who comes on here send a PM he/she will give you some advice. We had a BT vision installation and an upgrade to infinity unlimited today was meant to come with the new router but the engineer didn't have any info, I rang the BT Customer services number and got through to the call centre and got a promise of the new router tomorrow...let's see but I was impressed with the lady I spoke to she was very helpful. Hope you get sorted soon.

pigeonpie

do you have any details of the BT rep's name please?

Our communal fire alarm's been going off since about 1/2 hour after this guy left. May be coincidental.
I just know if it's not wired via the master socket, I'm in trouble when things go wrong.
I had hell with a dodgy lazy BT engineer before but the follow up one was v good. Just hoping that I get someone good tomorrow.

I had a double power socket but he used 1 for the modem and 1 for the HH4 and didn't mention that the phone couldn't be used as no free socket and how to get round it either. As I said, my double adapter didn't work (it works, as is in normal use).
I know how difficult BT are so just want their engineer to sort it out, not try stuff myself.

macman

Regardless of which ISP you chose, it would be the same BT OR engineer (or subcontractor) who did your FTTC install. There is only one provider.

nearlyrich

BT company representative is the user name
BiographyContact us at: http://bt.custhelp.com/app/contact_email/c/4950

pigeonpie

Competent BT phone engineer arrived today and sorted the master socket and phone problem. The internet is now faster (for the moment!). Such a difference in attitude too.
He confirmed that the contractors are paid according to the number of installations they do per day, so rush the job. BT need to look at this, as bodged installations will end up costing them.
thanks for the advice as well

nearlyrich

Glad you are sorted meanwhile still waiting for the new router here but I did think it was a bit ambitious promising today;) if it's not here by Monday I will be back on the phone.

chanz4

bt have done it for years, not much work is

Pete268

pigeonpie wrote: »

BT outsourced engineer (not BT shirt) installed Infinity today. He said he'd move the master socket, as it's in an inaccessible place.
I let him get on with it. He left after 15 mins, having set up my wifi connection on my laptop.
As he left my flat, I asked him if the new socket was now the master socket, as I know BT are responsible for that and I'm responsible for any equipment plugged into any aux socket.
He says "sort of" and left.

What he's done is activated it by using the aux socket.
He left my phone unplugged as ran out of power sockets, and didn't say anything and of course I only noticed once he'd gone. I tried using a 4 way extension adapter plug, but it doesn't work on either the HH4 or the phone.

After an hour being passed around by India on online chat (no phone possible), they are sending another engineer tomorrow.

I wish I'd not gone with BT but I suppose all I can do now is make sure that the master socket is moved and that the phone and broadband are both working fine when the next engineer leaves?
I hope it's not the same guy who comes back. He was so uninterested and sloppy.
If I'm not happy at all, who can I complain to, or can I cancel BT?

OP, sorry to hear of the problems you had. In contrast I had infinity installed yesterday.

I was told the BT Openreach engineer would be with me anytime between 1300hrs and 1800hrs. At 1300hrs spot on he rang me to say he was at the cabinet just down the road and would start the change over and would be at my house in around 20 minutes. He said I would lose phone and internet until the change over was complete and asked if that was okay (which it was).

Spot on 20 mins later he arrived. He did some line tests, then changed over the faceplate and installed the Openreach modem. Then he set up the new Homehub and set up all three of my computers. He did some line tests again and did a speed check (36mbps download and 10mbps upload). He then rechecked the phone, my lifeline system and all three computers to make sure all were working okay.

He cleared up behind himself and even offered to post the old home hub off in the supplied envelope for recycling.

All in all it took about 55 minutes.

Overall excellent service which I cannot fault in anyway. I sent an e-mail to Openreach giving the engineers name to say thanks for an excellent job.

So it does show there are some very good engineers about. Sadly it seems you didn't get one of them.

Peter