The nightmare of BT Sport

the_reductionist

My elderly parents were seduced by all the adverts - have paid all the money to receive the BT Sports deal and after 2 visits from different engineers (the first one left them without any TV picture at all), 6 consecutive days on the phone to India, they are still unable to receive BT Sport. All this after assurances that it would all be set up and hassle-free!

I'm driving over to see them tomorrow and am limbering up for long sessions of frustrating phone calls. It's absolutely outrageous and BT should be ashamed of themselves for taking the money and leaving them like this. It makes you long for the days of phoning up the local depot/bank/etc etc and dealing with people who care about solving your problems.

The moral of this story is - if you have an engineer to set this up; on no account let them out before you see it working.

JJ_Egan

Better still keep em locked in for a week just to be sure .As getting them back will just mean multiple appointments where they don't turn up .

iniltous

Do BT do what you want, I may be wrong, but isn't BT Vision/ Youview a self install thing, after all if you didn't have an aerial or one that wasn't good enough then BT are not going to install one for you, the Openreach engineer that called would be responsible for providing a phone line and socket, if FTTC broadband were also being provided, or an existing line upgraded to fibre broadband then they should demonstrate the broadband etc, but I'm not sure they install the kit required to watch BT Sport, even if it were BT Retail that supplied it...if the engineer trying to be helpful did try to install the BTV/Youview and couldn't get it working, it shows the folly of doing things outside their remit, as it could leave the impression that they waked away from something that they should have done, when in fact it was never his job , if BT Retail do offer a full install of BTV or BT Youview and that was what ordered and paid for, then you do indeed have a valid complaint

the_reductionist

It's not a self-install, as I said my parents both in their late 70s and not familiar with the technology and were happy to pay because they were assured everything would be sorted by the engineer. This is a pertinent exert from an email sent to them:
What'll happen on the day

Every installation's a bit different, but your engineer should:

agree with you where to put your new kit and cables (inside, and possibly outside, your home)work inside your home, and possibly at your local exchange or in the street, to set everything up

Seems to be pretty clear to me that this means an engineer is 'setting everything up'. Surely this must mean making sure the service paid for is working?

VisionMan

the_reductionist wrote: »

My elderly parents were seduced by all the adverts - have paid all the money to receive the BT Sports deal and after 2 visits from different engineers (the first one left them without any TV picture at all), 6 consecutive days on the phone to India, they are still unable to receive BT Sport. All this after assurances that it would all be set up and hassle-free!

I'm driving over to see them tomorrow and am limbering up for long sessions of frustrating phone calls. It's absolutely outrageous and BT should be ashamed of themselves for taking the money and leaving them like this. It makes you long for the days of phoning up the local depot/bank/etc etc and dealing with people who care about solving your problems.

The moral of this story is - if you have an engineer to set this up; on no account let them out before you see it working.

Hi red,

May I just ask you for some more info please?

Have your parents signed up for BT Infinity or BT (copper) broadband?

Is it a BT Vision box with a viewing card for DTT reception, or is it a YouView box for viewing via internet television?

What did you mean by they were left with no picture? Is it working now and what was the problem that caused this?

And did they pay extra for a separate box install?

Sorry about the list.

the_reductionist

Hi

At last it's sorted - they asked BT to cancel everything and refund and hey presto it's working. They signed up for Infinity and have a Youview box. The first engineer simply left a cable unplugged and my dad, by simple trial and error, found the correct port to receive his TV picture. I'm not sure what they paid - will check.