Bt infinity: Cannot fix a fault for 5 months! can i get my money back. Please help!!!

MJF1

I am absolutely at a loss as what to do about Bt's incompetent attempts to repair my faulty line and irregular broadband.
After loyally waiting for literally (4) years to get infinity and finally some fast broadband i signed up to a contract in April this year.

The installing engineer ran a check and found a fault on the line, quoting 'thats pretty good as you only have one!' he went outside the property and replaced the line in, checked all the connections back to the main box in the street. still there was a fault so it was registered to be looked into further. The initial speed checks showed about 47Mbps which was impressive!

Then the man hole was dug up outside the property followed by 2 visits by a engineer/surveyors. saying the fault lies between the box outside and the house. Lines were painted on the pavement and through my garden where digging would be made, i advised where the services were located and signed the consent forms, on two seperate occasions! for work to commence.

Then nothing (except constant text messages saying i need do nothing its all in hand or something like that) for 9 weeks!

I eventually complained and an engineer turned up, thoroughly checked the equipment inside the house, went outside for 5 minutes and proclaimed 'all fixed' (i beleive he throttled the speed to 28Mbps to stabalize)

Since then i still have had a noisy line, varying speeds (5-16-27Mbps) and the broadband dropping out at an ever increasing amount. My new smart tv, bt vision, web brousing and netflix is constantly affected

I have had 5 more visits from engineers since then, It is infuriating to go round in a loop from the call centre, to checking all the equipment, resetting , and then waiting in for an engineer to NOT replace the line into the house and the fault to persist. Therefore since April 16th the fault has not been fixed! and it has become evident that i am not going to get it fixed however hard i try.

I have asked on every complaint to be refunded and have been told that a refund will be calculated when the fault is fixed! it has been 5 months now and i am still paying £60/month for phone infinity and tv.
I have now been offered approximately £40 for their calculation of 31 days of lost service. In my view i have not received an acceptable service since april and i am looking to be reimbursed from my first complaint- in excess of £300

I requested a VOL number for the fault and the complaint as i read somewhere this was required to make the complaint formal??? and tried the ofcom website and that appears not to deal with individual complaints.

I have asked to cancel my contract with bt without incurring charges, as they have failed to repair the fault in a more than fair amount of time. Their response has been they require another engineer to visit and try and repair the fault for the 8th time! If not i must pay £380 to leave. i have cancelled my direct debit with them and will pay no more money from now on. I think it is no fault of mine that this has been a failure and i want to move to a cable provider thus negating the faulty bt line.

Please Please can you advise where to go from here? It is causing me constant stress and not to mention the loss of income waiting in for them to visit. Since i have requested to leave Bt they have kept me waitng on the phone to be transfered for more than 2 hours each time i have tried, cutting me off after waiting for 38 minutes on one occasion (i believe deliberately)

When i have requested that they put any of these comversations and their compensation offer into writing they completely refuse! is this legal? The minute i cancelled my direct debit they sent a letter out threatening me of the consequences of non payment. i can already imagine the threats and bullying that is coming.

I feel BT should not get away with this and i would not want anyone else to experience the same.

fedupconsumer

Firstly I know how you feel we have had 30 engineers to our property. We have now moved to another provider. Firstly it seems enough time has elapsed to go to the Ombdusman service to request Bt to provide adequate compensation, from what I have ascertained they are increasingly getting a high level of complaints about BT.

Secondly make sure you write up a thought log of the events you have described for the Ombdusman. Clearly state what you want out of the process in this case compensation that was agreed.

You would be well within your rights for a full refund on all monies paid to BT as they failed to provide you with the service you have paid for. It's is worth looking at the goods and services act 1982.
http://www.which.co.uk/consumer-rights/regulation/supply-of-goods-and-services-act-1982

They do not need the vol number at all and it sounds like they have not followed their own complaints procedure. Given the length of time that they have taken should have been put through to the priority care team in Milton Keynes.

However if you still go to another provider they use the same infrastructure so you may still get the same problems. If you go to Virgin this maybe negated.

johnbhoy10

That's what i thought about infrastructure when i moved from Sky fibre to Infinity. A pretty horrendous week so far! Now where's that BT thread...i've got a couple of questions for these guys.:mad:

MJF1

Thank you, that's really helpful, I am composing a letter to the omsbudman right now!

lee111s

Try getting in touch with the CEO.

BT_company_representative

Hi MJF1 & johnbhoy10,

I'm really sorry to see you both are having problems with your BT service. If you need any help getting this sorted please contact me using the details located in my profile.

Thanks

Neil

amypett30

Hello, I can fully understand how everyone feels regarding BT. I have just received a letter from them demanding 193 pounds for services I have never used. After getting my phone, broadband and tv through sky in the middle of August, by the middle of October I was still sitting with no tv and no offer from BT of getting it fixed. Having been told so many mixed messages, having a total support engineer out and then having a no show from a BT engineer I wrote an official complaint to BT. I then phoned 37 times over a four week period to try and get this sorted. Then my phone and broadband got disconnected because I refused to pay anything until my tv was sorted. I then, out of the blue received a text message asking me to arrange a time for them to phone me to sort out my complaint, however they said they couldn't do this until I paid the outstanding balance. I told them, no way. They eventually agreed to phone. Fat lot of good that was, when I spoke to complaint handler she said it was. My fault, I had refused help, I had refused to pay what I was due and unless I did there was no way they would help. Everything that had been recorded against my account, dates and what had been said was all wrong. I eventually said that this was pointless, I wasn't paying anything and she said I basically had to wait for the debt letters to arrive, 'which they would' in her words. A total shambles of a company!

[Deleted User]

Hello,


I read this string with avid interest.


Many apologies if this is considered an ambush of this string, or the original poster's post, but I am frankly desperate for help.


I am having very similar issues with a faulty telephone line as the original poster. I am with TalkTalk. I reported a faulty phone line to them in April 2014, but they just won't fix it.


I have spoken to numerous TalkTalk staff who do nothing. I am now e-mailing the TalkTalk CEO (Dido Harding) directly, she forwards my e-mail to a flunky who replies to me and does nothing.


I am being so very easily dismissed. I have had four engineers out and have provided proof to TalkTalk who just ignore it and do nothing about fixing the line.


I have questions which may well sound dead simple, but I need information - I am desperate for help!


Why did the poster Fedupconsumer say that a faulty line might be negated with Virgin as a provider? How does that work?


Do I need a landline in order to have wifi? What I mean is, can I bin the landline completely and just use a mobile for calls and still have wifi in the house for the internet?


Is it really any use contacting the Ombudsman? I have checked the Ofcom website and they seem to be, frankly, powerless?


What can I say or do to make TalkTalk fix the line? How can these providers get away with just ignoring people's faults and still take their money? Surely there is more we can do?


Any help/advice/information will be very, very gratefully received. I am getting nowhere with TalkTalk, I am just constantly and consistently dismissed. I've tried everything - threats, guilting them, being nice, explaining very fully - everything and nothing makes any difference. They just do nothing - I get the polite "please do not hesitate to contact us if you have any issues" and I do and they do nothing - nothing!!! What can I do against that?


Thank you, seriously, thank you in advance of any assistance anyone can provide. I just don't know what else to do.


PT

JJ_Egan

Why did the poster Fedupconsumer say that a faulty line might be negated with Virgin as a provider? How does that work?

>>>That would be if Virgin supplied cable to the premises .

>>>Its BT Openreach that fix the lines .

Do I need a landline in order to have wifi? What I mean is, can I bin the landline completely and just use a mobile for calls and still have wifi in the house for the internet?

>>>> You need a land line to have broadband so cannot get rid of the landline . Alternative would be in some cases to use your mobile for broadband or go with a satellite broadband supplier .Can you get Virgin Cable is the first question .

>> Have you tied the TT forums ??

What is the actual problem is the key question .