topic Re: Problems getting a straight response from BT in Archive

Problems getting a straight response from BT

LinuxLady — Mon, 29 Apr 2013 18:32:15 GMT

Hi Folks,

I was wondering if anybody knew who to talk to to get a straight answer on this as every time I contact BT I get a different answer. I simply want to know if the package I am on has unlimited usage or not, yet nobody seems to give me a consistant answer.

The background is that I've ordered BT Business infinity 1 with unlimited usage and 5 IPs and I've been given BT Business infinity 2 with 5 IP addresses. Every time I phone up, if I get through to customer services, I get told that I don't have unlimited usage, if I get put through to sales, then I get told that Infinity 2 has unlimited usage and I'll be all right and on the one occassion I got through to tech support they didn't know. I'm not worried about speed, but I am worried about usage.

Surely this isn't that difficult a question for BT to answer?

TTFN

Faye

Re: Problems getting a straight response from BT

downhampdw — Mon, 29 Apr 2013 19:50:02 GMT

Hello Faye,

When you placed your order, you should of have been given an order number beginning with vol012- something.

so you can track online. you will see the items listed and the date the engineer will provide the service.

I hope this helps.

regards paul.

Re: Problems getting a straight response from BT

LinuxLady — Mon, 29 Apr 2013 19:55:57 GMT

Thanks Paul,

Unfortunately it was when I tracked the online order that the start of the confusion began. The online order did not have what I ordered over the phone and when I phones up to query it I was told that Option 2 infinity came with unlimited usage. I checked the webiste and still wasn't convinced so phoned up customer services only to be told that it didn't come with unlimited usage and sent to sales to sort out the problem. Sales said it did and not to worry. I've had occasion to phone up a couple of times about my order and each time I've been told yes my broadband has unlimited usage, no it doesn't. It's now installed (today 🙂 ), but I really want to get this sorted out before I get my first bill.

TTFN

Faye

Re: Problems getting a straight response from BT

downhampdw — Mon, 29 Apr 2013 20:02:24 GMT

Hello Again,

I noted on the website, that the unlimited part of infinity for business is an extra 5 pounds, so on option 2 will cost you 40 pounds a month plus vat. option 1 and 2 are different speeds. I assume you are having an openreach and business hub 3 routers and are in a fibre area, If unsure just phone sales and they should be able to confirm the package.

regards paul.

Re: Problems getting a straight response from BT

downhampdw — Mon, 29 Apr 2013 20:12:15 GMT

Hello faye,

I feel sales are naughty and not being clear with you, i have just noted your reply after i finnished the last post, that you have already had it installed.

You should have a new linebox and the two routers, I suggest you phone sales and add unlimited, but depending what you need the internet for, is unlimited needed.

regards paul.

Re: Problems getting a straight response from BT

LinuxLady — Mon, 29 Apr 2013 20:19:29 GMT

Thanks Paul,

I need unlimited (I was regularly using 60-80 Gig on my 2 meg ADSL 🙂 ), but I don't need speed that much (just better than my ADSL), which is why I went for the Option 1 plus unlimited. I think I'll do as you suggest and go onto customer services and get them to give me what I actually ordered (or put in writing that it is unlimited 🙂 ).

TTFN

Faye

Re: Problems getting a straight response from BT

downhampdw — Mon, 29 Apr 2013 20:22:36 GMT

Hello,

Was you sent letters, on these it would of had the speeds that you have, just a thought. Are you happy with it, I cannot have infinity where i live as this place is a dump.

Re: Problems getting a straight response from BT

LinuxLady — Mon, 29 Apr 2013 20:29:48 GMT

Hi Paul,

Yes I was sent a set of emails about it which detailed how to find out about my order and that's when I started being confused :-).

So far I'm happy with it, but that's only 1/2 hour use migrating my servers to their new settings before having to go to work (which I still haven't escaped from yet 😞 ). Ask me in a couple of weeks time and I'll be able to give a better answer.

I know what you mean about being unable to get it in certain areas though. My partner lives in a small town and is lucky to get anything more than 1.5 meg 😞

TTFN

Faye

Re: Problems getting a straight response from BT

downhampdw — Mon, 29 Apr 2013 20:37:16 GMT

Hello,

I ok, i will wait and ask how you got on with bt sales, to see if you have the unlimited, if you have large servers in the office then you need unlimited.

Regards paul. ( i,m off to bed.)

Re: Problems getting a straight response from BT

LinuxLady — Thu, 02 May 2013 14:51:21 GMT

Well, the update to this saga, is that at 05:00hrs this morning, I recieved an email from BT saying I was about to go over my usage allowance, and the next email was them saying that I had gone over my usage allowance (as I implement greylisting it is possible for the first email to have been delayed, but I would have thought not be that much 😞 ).

So this morning, I got in contact with BT customer support where thankfully a very helpful gentleman has (hopefully) sorted out the problem and put me on what I should have been on in the first place, and has taken off the penalty for going over my usage limit.

Hopefully, this will be the end of the saga.

TTFN

Faye

Re: Problems getting a straight response from BT

downhampdw — Mon, 06 May 2013 12:00:05 GMT

Hello,

I am now happy to here the outcome. hope its still ok when you get the bill.

PAUL.

Re: Problems getting a straight response from BT

LinuxLady — Fri, 10 May 2013 18:37:28 GMT

Arrgghh - now I've just had another email from BT saying that I'm nearing going over my quota again!

Come on BT - can't you sort out a simple thing like getting an order correct?

😞

Re: Problems getting a straight response from BT

andyt22 — Fri, 10 May 2013 22:47:17 GMT

Does the message actually state what your quota is and by how much you are exceeding it?

Andy (LinuxBloke)

Re: Problems getting a straight response from BT

LinuxLady — Sat, 11 May 2013 10:54:02 GMT

The message says I'm approaching my 100GB quota, so I'm guessing that is what they think the limit is. What they don't tell you is how close you are to the limit. 😞

On my old router I was tracking the usage through mrtg, but the BT business hub doesn't support SNMP so there isn't an easy way to inspect my usage.

I knew I shouldn't have upgraded all those servers to Wheezy 🙂

Re: Problems getting a straight response from BT

andyt22 — Sat, 11 May 2013 14:06:19 GMT

I'm getting a little worried - I upgraded to unlimited on May 2nd after 3 consecutive months of going over 115 GB doing customers' off-site backups and have done some additional large data transfers since then. Not heard anything yet so fingers crossed...

As for Wheezy, what a terrible name for the latest Debian! Conjuring up images of rickety vintage cars or decrepit old men, it's not going to win over many corporate users. But then Squeezy and Potato were unfortunate choices too - only Hardy had the right kind of ring to it.

Andy

Re: Problems getting a straight response from BT

LinuxLady — Mon, 13 May 2013 14:11:32 GMT

Well, in the end I had to spend 30 min on the phone to BT today as they aren't entirely sure what is going on with my account (although the people I spoke to did make a good attempt to find out). I'm waiting a call back which will hopefully mean that everything has been sorted out.

Wheezy isn't too bad as names go, but then again I work in a computing dept so some of the naming schemes that we have to use are just plain bizarre (Android versions anybody?). The worst example is the main naming scheme for PCs in my work which is based on the machines MAC address, with the result that people find it easier to remember IP addresses rather than the names of their machines! Fortunately our departmental servers are more memorably (if slightly esoterically) named :-).

TTFN

Faye

Re: Problems getting a straight response from BT

LinuxLady — Mon, 13 May 2013 16:36:45 GMT

Well I received an email saying that I'm now on Advance Support (Option 1) which is what I originally ordered. So I'm hoping that this has finally been sorted out, but I'll wait until the bill comes in before I say for definite.

Faye

Re: Problems getting a straight response from BT

andyt22 — Mon, 13 May 2013 17:14:20 GMT

Well, here's hoping that's the end of the saga 🙂

cheers, Andy

Re: Problems getting a straight response from BT

andyt22 — Wed, 22 May 2013 05:17:52 GMT

Had my bill yesterday - it's official, I'm on Advance Support. Yippee!

Andy

Re: Problems getting a straight response from BT

LinuxLady — Thu, 20 Jun 2013 16:15:20 GMT

Congrats Andy - I finally got my bill today and I'm now on the same 🙂

Unfortunately, they've tried to also stick me with a useage charge when I went over - fortunately they have said that they will remove it.

TTFN

Faye