topic Re: POOR PRODUCT, BAD SERVICE in Archive

POOR PRODUCT, BAD SERVICE

Jdatkin — Sat, 19 May 2012 10:21:43 GMT

I wont bore you to tears with the endless issues which include being cut off in error in January, Reconnected, then disconnected again because someone forgot to cancel the original re-provide order etc, or when it took BT 5 days to realise the problem with my broadband was because they had put 2 usernames on one dsl line.

And i wont mention beyond this point the incident when the tried to tel me that a fault was actualy because i dont have a phoneline!!!, even though they had called me on that very BT phone!!

ANYWAY - THIS MONTHS PROBLEMS................

I regraded my ADSL2 to Infinity 80/20 (Busines) a couple of days go. Was estimated to get 56 download and 18 upload, so chose the Infinity 80dl/20ul. At installation we got 30mb download which was quite a way short of what we was expecting!!

Have had problems with it dropping out and demanding new usernames etc.

BT sent an engineer out yesterday to check it, but he admitted he was actually a telephony engineer and not broadband trained!!! GO FIGURE!

He was very nice and spent hours on it but couldnt offer much resolution.

At one point he spoke to technical dept, and they said it could be that the Business hub 3 may be incompatible!!!!! AGAIN-GO FIGURE!!

One curious thing is that it has period where it refuses to work, giving just 0.3 - 0.7mb speed!!, BUT, if you turn off the router, then reboot it................

run a speedtest when the Broadband light is still ORANGE, i get speeds of 50mb-80mb !!!!!!!

As soon as the broadband light turns from orange to blue, the speed hits a brick wall, drops to 15mb - 30mb!

Also i usually use a simple gigabit ethernet switch (8port) from the GigE socket of the Business hub 3, then plug the pcs etc into that and its always worked great, but since we went infinity you cant connect through the switch?

Any Suggestions!!

Have tried calling BT - WAITED 2hr 15min to be answered only for the lady to tell me that 30mb way the best id get, even though there own tests suggested 56mb, and i have had speedtests show 50-80mb, but only when the Broadband light is Orange!!

She basicaly said its better than what you had on ADSL and thats that!!

I pointed out that i had opted for a 80/20 Infinity, but if i was only going to get 30 then i should be on the 40/10, but she said i should change as it could effect my speed!!, even though she said the max i would get would be 30mb!, it makes no sense at all.

I also questioned the fact that the original engineer that intalled the infinity mentioned that it was on a '40mb bearer' or '40mb pair' or something like that. When i pointed out that i had gone for the 80mb not the 40mb, he just said that he only does what the laptop tells him, and i would have to ring up.

I called, they just said that ' you should be on a 80mb connection', i pointed out i knew full well that i had asked for an 80mb, and that i was paying for an 80mb connection, but could they tell me why the engineer said it was a 40mb, and can someone actually physically check it!

She didnt know!

I asked the engineer the same thing about if i was on a 40mb or 80mb connection, and he said it seems i could be on a 40, which would explain the much slower than expeted speeds, but he didnt know how to check it physically as he is not a broadband engineer!

ALL BT STAFF JUST KEEP SAYING THEY JUST DONT KNOW!, BUT TRY TO FOBB ME OFF BY SAYING, ITS MUCH BETTER THAN YOUR PREVIOUS ADSL

I think its all shocking, and im really considering cancelling the planned upgrades of the other 2 ADSL line to Infinity.

IF ANYONE CAN HELP, PLEASE TRY!!

Re: POOR PRODUCT, BAD SERVICE

kimura — Sat, 19 May 2012 12:54:30 GMT

Sorry to hear that bud. I would call the support team hear and ask someone higher like a manager.

Re: POOR PRODUCT, BAD SERVICE

Jdatkin — Sun, 20 May 2012 20:44:07 GMT

Guess what!!!!
All blue lights on the bus. Hub3 last night, but no connection!!, same again this morning, and would u guess it!!! It's just gone belly up again this evening!

BT sending engineer out in the morning!!, any bets as to if they will send a cable trained broadband engineer out or a telephony engineer!!! No prizes though!!

I'll update tomorrow

Re: POOR PRODUCT, BAD SERVICE

Jdatkin — Mon, 21 May 2012 12:29:30 GMT

GUESS WHAT...........

13:25 - AND NO SIGN OF AN ENGINEER!!!, Been ringing the Infinity Faults telephone number now since 1pm, and, guess what - STILL NO ANSWER!!

Even more ridiculous is the fact that a BT Engineer turned up TODAY to fit the other Infinity broadband, on the same site which was sheduled for tomorrow!!!, but im afraid he couldnt look at it as he is only doing installations!

So basically, new connections are being done early with no warning, and repairs the broken ones arent been sorted, or at least they cant call you to say they are going to be late!!!

SHAME ON YOU BT, i swear it was you guys who said it was "GOOD TO TALK"

Re: POOR PRODUCT, BAD SERVICE

Jdatkin — Mon, 21 May 2012 15:39:52 GMT

IT GETS WORSE:

Still no sign of an engineer, its stiill as much use a baked bean can and string!

Called Infinity Fault Helpdesk, JUST 40min Wait to get answered today!!

They was very sorry, AGAIN, but even though they had got an appointment confirmation, and confirmed the date and time with me on sunday morning, apparently BT openreach system failed to appoint the Job correctly and sent a message back to BT Retail to say another appointment needs booking, which nobody spotted!

Where does this leave me! - still with a faulty infinity the doesnt work, and no contact from BT, even though its good to talk!

They have booked yet another appointment for tomorrow morning, any takers for a bet;

A) will they bother to turn up

B) Will they let me know if ther arent going to turn up

C) will they send a telephony or broadband enginner to this Fibre Broadband Fault?

D) will they actually sort the fault out and give me the product & service i have paid for?

Yet again, BT have failed

Failed to keep me informed

Failed to keep their appointment

Failed to correct a service affecting fault

WELL DONE & THANK YOU

Re: POOR PRODUCT, BAD SERVICE

Jdatkin — Tue, 22 May 2012 10:23:52 GMT

WELL, Patiently Waiting My Engineer, Appointment is 08:00 - 13:00, and i know its only 11:20, but i gotta admit im getting a touch twitchy after yesterdays no show!

Lets see if one turns up today!

Ill keep you informed!

Re: POOR PRODUCT, BAD SERVICE

Jdatkin — Tue, 22 May 2012 11:54:59 GMT

IT GETS WORSE

Just spoken to Infinity helpdesk/faults, after waiitng about 40 mins to get through again, then another 20 mins for them to call me back.

It appears that once again they are all REALLY SORRY, but my appointment failed to be appointed AGAIN, and no engineer has actually been booked at all, but its not their fault of course.

BUT DONE WORRY MR ATKIN WE HAVE BOOKED AN ENGINEER FOR YOU NOW, but we cant say what day or time they might show up!!

TWICE they gave me CONFIRMATION of day and time for the engineer, and TWICE THEY FAILED TO SHOW, and now they expect me to 'REST ASSURED' that they have booked one and they will sort it out, even though they havent a clue themselves what day never mind what time.

Spoken to a manager, <name removed by moderator>, who has said he weill keep an eye on it and keep me updated, a fat lot of use that is, i dont want pointless phonecalls where they cant tell me when someone might have a look, i dont want to know how so very sorry they are for the inconvenience, and i dont want a **bleep** recap at the end of every call, I WANT AN ENGINEER WHO CAN FIX THIS RIP OFF, FAULTY, UNRELIABLE PRODUCT SO I DONT HAVE TO SUFFER ANY MORE OF BT's SHODDY SHORT CHANGED SERVICE.

Where are the moderators now!

Re: POOR PRODUCT, BAD SERVICE

Jdatkin — Tue, 22 May 2012 11:52:52 GMT

FORGOT TO SAY:

A asked mow many time it had to fail to provide an engineer before we escelate this to either;

VIPER Team

High Level Escalations

SMC Management

Order Management

(all of which im told exist)

but apparently there is no need to do any of those.

IM NEXT HEADING TO TWITTER & FACEBOOK and will detail all the above, and all the previous cockups that bt have made including the accidental ceasing of lines etc.

An employee at BT has told me specifically that there are people in BT who just scour facebook & twitter for people shouting about how dreadful they are, well i can guarantee theyre gonna hear very loudly what i have to say about it.

I WOULD URGE PEOPLE TO THINK LONG AND HARD ABOUT SWITCHING TO BT INFINITY, OR TO BT AT ALL AT THIS LEVEL OF SERVICE, ITS SHAMEFUL, IF I RAN MY BUSINESS LIKE BT IT WOULD SINK LIKE A ROCK

Re: POOR PRODUCT, BAD SERVICE

Jdatkin — Wed, 23 May 2012 06:21:51 GMT

Well, late yesterday afternoon i got a call from an engineer who said he was on his way.

Two engineers turned up, one little van, and one with a platform lift van, it looked like they meant serious business!

They an some tests in the office, then headed to the local cabinet and tested at every point of connection. The got to an area of cable where they couldnt gain access, as someone has plonked a gate across a track where the cable runs.

They said there is a definate problem with sync, and contrary to what the call centre had told me, it is not something that will correct itself in the golden 10 day stabilisation period!

They also told me that, although i may be paying for a 80/20 connection, i wasnt going to be getting that, or anything close to it!

After pushing them for more details, the reluctantly told me, as they arent really supposed to!!!, that the speed out of the cabinet of isnly 44mb, so there was no chance of me getting what im signed up for and paying for!!

This makes me angry as i am paying for an 80/20 connection. It makes it worse when i have called BT and mentioned that i dont think im on an 80/20 on a few occasions, but have been told repeatedly that i am, and it will stabilise and hopefully get better.

ARE BT VERY MUCH MISTAKEN, MISLEAD, OR SIMPLY LYING TO THEIR CUSTOMERS!

The two engineers said that they had run out of time and had to leave, but that someone else would be back, possibly later that night, or more likely first thisn in the morning!

There was nothing else last night, so i assume that someone may come this morning, but who knows, they do have a habbit of just not bothering.

I will keep you all informed.

Re: POOR PRODUCT, BAD SERVICE

MHC — Wed, 23 May 2012 08:38:36 GMT

Jdatkin wrote:that the speed out of the cabinet of isnly 44mb, so there was no chance of me getting what im signed up for and paying for!!

This makes me angry as i am paying for an 80/20 connection. It makes it worse when i have called BT and mentioned that i dont think im on an 80/20 on a few occasions,

You are paying for an UP TO 80/20 connection and if you get the 44 downstrem that the technician suggest is possible then that meets the definition.

Unless you are able to totally change the laws of physics, the further a customer gets from the cabinet will result in some loss of speed.

The 56Mbps is an estimate based onn a lot of variable factors that BT has no control over, including "noise" which can be atmospheric or generated by any equipment within tens of metres of the cables, cross talk from other cables, noise from your premises &c

Previously I was paying for an up to 20Mbps ADSL service - I received around 6.5 ... and that is all that the technology could support. Now, I could get a 50ish VDSL service, but remain on a 40Mbps service.

I have come across one user who was always complaining that his speed was abysmal from 7:00AM through to 4:00PM but really sprang into life after that. BT spent thousands trying to rectify it - what was the cause? electrically noisy equipment in his premises.

Just remember the phrase UP TO.

Re: POOR PRODUCT, BAD SERVICE

Jdatkin — Wed, 23 May 2012 10:18:10 GMT

Hi MHC,

thanks for your reply, thought nobody was listening for a while.

I think you may have misunderstood the 44mb bit.

Im not getting 44mb in the office, im getting ranges between 0.15 - 25mb, the range is quite wide!!

The engineers poined out that i should be connected to a 80mb feed at the Cabinet, and then the speed is lost as it travels down the copper lines and drop wires to my premises to give something around the 56mb mark.

I fully understand the golden 'UP To' and i dont expect for one minute that i willl get 79mb.

The engineers, although pointing out that i SHOULD be connected to an 80mb feed at the cabinet, confirmed that the direct feed point AT THE CABINET is only 44mb, which THEY TOLD ME is not rite!, and tha it should be an 80mb feed!

So im not saying that i paid for 80mb and i expect 80mb in the office, but what i want, and what im told i should have, is, to be connected to a feed which has a top speed AT THE CABINET of 80mb, and i will then be accepting of the speed i get in the office.

Does this make it any clearer?

Re: POOR PRODUCT, BAD SERVICE

Jdatkin — Wed, 23 May 2012 14:36:36 GMT

Mid Afternoon again and im startling to feel ive been adandoned again!

Infinity helpdesk manager called back to update me conversation went:

MANAGER: Have you heard anything from any engineers today?

ME: No. Nothing at all

MANAGER: Oh i see, erm, we are currently trying to get through to someone to update us so i cant tell you much at present, but we will update you later.

So im sure you can see wjy im feeling like today is another NO SHOW with nothing being done to bring the situation to some form of resolution.

Its even more astonishing that this lack of communication, and action is still as bad considering this has been escalated!, god only knows what they do to you if your just plain old normal??

Any bets on how long it takes for them to get back in touch!

Re: POOR PRODUCT, BAD SERVICE

ONejad — Wed, 23 May 2012 16:52:43 GMT

The lack of moderator input on this thread is unsettling.

Re: POOR PRODUCT, BAD SERVICE

Jdatkin — Thu, 24 May 2012 06:42:59 GMT

Hi ONejad,

the lack of any input, lack of customer service to a faulty product, the failure to fulfill engineering commitments and the lack of anybody giving a **bleep** from BT is all very unsettling. I was begining to think i was alone on this board for a while!

Anyway, as suspected, and feared, yesterday was a NO SHOW AGAIN BY BT, apart from a couple of calls from the manager at the infinity helpdesk there was nothing. And when he did call he couldnt update me, apart from;

"HOPEFULLY THEY MAY TRY AND GET SOMEONE OUT YOU TOMORROW", (Thursday)

Im generally sceptacle of a sentence that has 'Hopefully', 'May' and 'Try' in them!

There was ZERO COMMITMENT, reassurance or promise in that empty line.

Just to make things even more fun, it appears that the other line which was installed early, You remember, the one they installed a day early instead of fixing the previously installed, BROKEN one!!, THAT ONE IS ALSO FAULTY!!

It too suggests all is fine with the broadband light a nice blue colour, and the DSL light nice and green, but several times a day its as much use as a chocolate fire guard.

I wonder if anyone who frequents here, works for BT or lurks in the background can give us some figures on just how many faults appointments are missed?

Saying that, if they are never put on the system i guess it will kepp the failure to attend numbers nice and low!

What is frightening is my case is apparently 'ESCALATED' or BT CARE or something like that, and i was reassured that they swap these cases like flies within 4 hours!!! - MY EYE!

Bearing in mind the debarcle that this case has become, lets just try and imagine what it would be like for someone who cant really sift the lies and empty promises out, who cant speak up for themselves, who doesnt know how the system apparently works, or at least should do.

Lets imagine how much worse it may be for one of our own grandparents, they would probably just accept it and think that this is just how it is, or a disabled person who may rely on a bt service for their contact with the outside world.

I rely (FOOLISHLY) on services from BT to run my business, and im at the end of my tether with it and am loosing money and probably customers through it, which in my book is as serious as it gets, BUT, what about if it was more than business, what about those people who havent got it in them to fight for BT to correct a SHODDY BROKEN PRODUCT.

SHAME ON YOU BT, FROM RETAIL, WHOLESALE & OPENREACH YOU SHOULDNT BE ALLOWED TO USE THE WORD BRITISH IN YOUR TITLE.

And no, i dont give a **bleep** about which arm of BT is at fault, i pay my bills to BT, i dont care a jott if your broken up into companies for your own gain or through regulatory compliance, i pay my money to you, who you pay is none of my concern, but you take your responsibilities far more seriously than you do.

Does anybody have a golden telephone number for the Chairmans Office!

I dont mean yet another helpdesk, which should drop the 'help' bit and be renamed the 'Call and wait on hold for 2 hours desk', i mean a telephone number for the chairmans office, where you can speak to a real person who can make decisions and get some action!

Come on people, there has to be telephone in that office!!

Will Keep Updating Through Today

Re: POOR PRODUCT, BAD SERVICE

Jdatkin — Thu, 24 May 2012 06:53:18 GMT

YOUR CALL IS IMPORTANT TO US, WERE ARE VERY BUSY, BLAH BLAH BLAH

ALTERNATIVELY, TRY OUR SELF HELP AT WWW. BLAH BLAH BLAH

Speedtest, although at least i could connect at this point!

Re: POOR PRODUCT, BAD SERVICE

Jdatkin — Thu, 24 May 2012 07:17:55 GMT

WOULD YOU BELEIVE IT!!!

Engineer just called, saying, Hello Mr Atkin, its me again!

They have chosed to appoint the engineer that previously came out, now you would normally think that continuity is a good thing, and usually i would agree, HOWEVER,,,, this engineer did point out that HE IS NOT A BROADBAND ENGINEER, ONLY A TELEPHONY ENGINEER!

And please dont get me wrong, I think hes a great chap, Extremely nice bloke, in fact he called in the day after he came last time just to check up, and his communication is absolutely second to none, i really like the bloke and he tried everything he could and was very open and honest and spent a lot of time trying to fix it last week, and spent a lot of time trying to get the rite people on the phone to sort it, but he himself pointed out that it really needs a traine broadband engineer.

WHERES THE SENSE!!

WHO DECIDES WHICH JOBS GET WHICH ENGINEER SKILLS SET!!!, or is it the 'SYSTEM' again!

You would think a fault that just will not go away, and one that has been escalated would have a person look at it and make a common sense decision about how best to get it resolved!

Any answeres to the above will be appreciated!

Re: POOR PRODUCT, BAD SERVICE

MHC — Thu, 24 May 2012 08:49:45 GMT

Sorry,

Missed the point about VERY low speed and though you main problem was no getting close to 80 or 40.

I hope you are calling on the 0800 number ... Whenever I need to call support the maximum wait time tends to be 1 or 2 minutes and when promised a call back, it may not happen at exactly the scheduled time but normally within the hour - a 10:00 AM call back seems to come though between 10:00 and 10:50 as the person it is allocated to could be on a long problem call already.

Whn I have needed a Manager to call me, again, never a problem.

Re: POOR PRODUCT, BAD SERVICE

Jdatkin — Fri, 25 May 2012 06:27:28 GMT

UPDATE,,,,,,,

The original enginner came yesterday, and he sent for another engineer, a broadband engineer.

The ran a whole bunch of tests, and concluded that the 'fault' which was previously found by the other engineers was only a ver minor fault, and when they unplugged the modem and router at this end it went away, so they was happy its nothing to worry about!!!!

Luckily it hasnt dropped connection since yesterday now, so things may be on the up, but its only through chance not through anyone at bt makeing any changes of any sort!

They have said if it continues they will look at re-flexing the port, or re-flexing the card. Apparently this means a powering down and then rebooting the port to my line, or the whole card which holds each port at the exchange or cabinet.

I wonder how long things have to be going wrong for, for this to happen!

There was no real conclusion sadly regarding the connection dropping. There appears to be confusion about why the router drops rite down to 0.1mb which makes access to the internet fail via computer, and when that happens you cant even get acces into the router! - ANY SUGGESTIONS!!!

There is a theory about the speed in general, i mean the bit where i can get 70mb speed when the router reboots and the light is orange. At this point the physical connection is ok, but authentication is not complete, so they reckon i get an open, or unthrottled link, hence the speed of 70mb.

Once the authentication is complete (the exchange recognises who i am and initiates my profile) the speed is cut back down to 30mb.

They said that this means i havent got a 80/20 connection as i was sold, and that im paying for!!!, their words!!!

They also they checked the speed at the cabinet, and its only 44mb, where it should be 80mb.

They said that their notes has asked them to reset the profile to change this, BUT, engineers cannot do this, they dont have access to this system.

They assure me that its a software based change which needs to be made BT WHOLESALE.

I also mentioned this to the helpdesk manager who called me yesterday, and he said he would speak to BT wholesale, but clearly to no avail so far as:

MY INFINITY 80/20 HAS NOW DROPPED SPEED FURTHER:

20mb DOWNLOAD

5mb UPLOAD

Please remember before authentication is complete i can get a test speed of 70mb!!!!!

Its definately not a contention issue, as im told there are only 2 infinity connections from that cabinet, both if which come to this site!, so i hope when i ring they dont try and say it could be traffic!

Will keep you posted regarding both connection dropping and the THROTTLED SPEED!!

Thats if anyone is out there!!

Re: POOR PRODUCT, BAD SERVICE

Jdatkin — Fri, 25 May 2012 06:34:49 GMT

HI MHC,

forgot to say that yes i was using the 0800 number, and as you can see from the previous pictures it was a long way off 10 minutes wait to be answered!!

Also, just to show that my 70mb speed is not an exageration heres a screen shot from a speedtest i ran when the broadband light was orange before authentication was complete.

Bearing in mind that on 2 occasions when i called BT about the speed, they told me that 30 mb was the best i could hope to get and that i was on an 80mb connection i am now thinking, should this be referred to the Telecoms Regulator OFCOM, simply as it seems to me that BT are throttling back connections, something which i hear they have been told off for doing in the past!

Suggestions on this matter would be greatkly appreciated

Re: POOR PRODUCT, BAD SERVICE

MHC — Fri, 25 May 2012 07:47:02 GMT

Have you seen the PM