POOR PRODUCT, BAD SERVICE

[Jdatkin]

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!!

[Jdatkin]

Hi MHC,

             thanks for the details, ill try contact that way!

Thanks again

[Jdatkin]

MORE SILENCE!!!!!

Well, when i last spoke to the infinity helpdesk manager yesterday, he was passing it onto one of his colleagues and they was specifically going to jump onto this whilst he was out of the office for the afternoon.

They was going to chase the engineers, as well as getting to grips with BT wholesale about the speed throttling.

Since that phonecall advising me he was out the office from dinnertime, but not to wory as he was personally habnding it over so it would not get forgotten.

I HAVENT HEARD A THING SINCE

THANKS !!

[Jdatkin]

Decided at dinner time i should step up my efforts to get this whole debarcle sorted out, as it was becoming clearer that nobody else could be bothered.

Especially as my speeds have now dropped further!!

SUPERFAST INFINITY -

80mb (actually 3-15mb) Download

20b (Actually 1.5mb) Upload

So im guessing nobody has bothered at BT WHOLESALE to sort out the profile!!

Anyway, within an hour of emailing the chairmans office i get both an email and a phone call from the HIGH LEVEL ESCALATION TEAM MANAGER, to tell me that they have taken ownership of the case and will be seeing it through to its resolution.

Id like to say im releived, BUT nothing has actually been done so far!!, just more 'SORRY's, but we live in hope!!

Also the previous manager just managed to call me back.

Just to say hes off for the weekend so he will call me on monday for an update!

I dont know if he meant me updating him, as im certainly putting more leg work in.

He did say that BT WHOLESALE hadnt gotten back to him yet, so he didnt really know what was happening with that!

So now the spotlight moves to the CHAIRMANS OFFICE & HIGH LEVEL ESCALATIONS TEAM, i really theyre going to wow me to a point of fizzback, but lets not get carried away here, when all said and done its stilll BT, and i feel they have let me down and cheated me, apart from outrite lying about their product.

THE SAGA CONTINUES

[Jdatkin]

GUESS WHAT,,,,,,,,,, THE PAGE YOUR LOOKING FOR IS UNAVAILABLE!!!

06:00 this monrning - NO PROBLEMS

06:10 - NOTHING, Couldnt load pages, couldnt load emails, Couldnt even get access into hub

REBOOT REBOOT REBOOT - AND WERE BACK IN BUSINESS!!

So still no improvement on the situation here!

Forgot to update yesterday afternoon.

Another Manager called to say they was going to be seeing this through to resolution etc etc, sounded like they mean business, but clearly nothing so far.

One thing that did concern me is the phrase:

WE ARE TRYING TO FIND AN INFINITY EXPERT T LOOK AT THIS

Should i be worried?

I cant beleive that they need an expert for looking at the connection speed profile!

It is honestly like im the first person in the country to have fibre / infinity 80/20 installed and nobody know what to do with it!

Surely there has to be people at BT who can change the profile TO THE ONE IM PAYING FOR!, otherwise how do they set them up in the first place!

COME ON FOLKS ANSWERS ON A POSTCARD (As i may not get you emails)!!!

Will keep you informed, but i cant see much happening over the weekend, and in fairness, if i worked somewhere that meant i was sorry, sorry about everything, and to everyone that rang me from onday to friday i would want the weekend off too!!!

BT, DONT LET MY BUSINESS NEEDS GET IN THEY WAY OF YOUR WEEKENDS!!!!

[Jdatkin]

LOOK WHAT I JUST FOUND:

http://community.bt.com/t5/BT-Infinity/BT-Infinity-2-upgrade-no-speed-difference/td-p/513867

It appears this isnt a freak problem that nobody has ever seen or heard of before!!

If you read the above linked posts, it looks to me as if there are some issues with this infinity!, either that or BT or throttling speeds, or mis-selling products more wide spread!!

I wonder if i sold my customer a 2metre product, but sent them a 1metre product and then assured them that it was 2metre long, but then they got it confirmed by one of my own engineers as 1metre i try to tell them that i need to try and find an expert to have a look into it!

ITS ALL QUITE UNBELEIVABLE

[Jdatkin]

OK, Another Week, Another Chance!!

Lets see how long it takes for High Level Escelations to get back to me with an update!

Lets se if they have any information this time!

Lets see if we can actually get anything sorted out this week and get it working!!

WE LIVE IN HOPE!!

[Jdatkin]

Just to update...........

Just had a call from the lady manager who called me on friday, who told me that they was trying to find an infinity expert!

Well, im not sure if they have found one or not, but it sounds like a maybe, possibly!!

She said she beleived that a Mr XXXXX has contacted me this morning regarding him correcting the speed profile of my Infinity

WRONG, NOBODY HAS CALLED!, and as yet, nobody has corrected anything!

Anyway, she assured me that he, or one of his team would be in touch very shortly if they havent already done so!

Although she was very nice, i get the feeling between last contact and this, that perhaps this problem job was dropped on her and her department in error, and i guess im being passed to another now!!

Anyway, i await Mr XXX's call and some action of course!!!!

[peleus]

Hi Jdatkin. I wish you all the best in getting this resolved. I'm pretty much confident with them.

[Seraphsailor]

Doesn't get any higher than Sir Michael Rake's Office and his Executive Level Complaints (ELC) Team getting on the case.

I've had to use them in the past and found ELC pretty good at staying in touch and keeping you in the loop. Next time you chat with them just confirm (if not already) the timetable of them calling you back for an interchange of information/progress; and a CLEAR COURSE OF ACTION, OWNERSHIP AND TIMETABLE (eg: every afternoon between 2 and 4 pm - if primary contact number is engaged then use nnnnnnnnnn number)

[Jdatkin]

Well,

         got a call today from the first manager i spoke to's colleague, to check everything was going OK as they think another department may have sorted it by now!

WRONG WRONG WRONG

Nothing has been sorted, Nothing At All, Not A Single Jott, Nill, Nada ZERO!

Its still  plodding along at between 15 - 20mb, which is amazing to say it only gets slower.

I cant beleive it, they sell you a product, you get about half of that product, and only intermitantly available, then you complain, then it gets even slower!

To add to the above the support teams reallyhavent got the foggiest idea about whats going on, whos doing what or when someone else might have a look!

And to be honest, the Highe Levels Escalations Hasnt Yielded a great deal of much yet either.

It appears they have just referred it to the wrong department to begin with, then sent it somewhere else, and they too cant tell me when someone might even get to look at it.

Its nothign short of a joke