Decided last week (as an existing BT phone line user) to sign up for the BT Infinity unlimited fibre optic pack. Was told to get a MAC code from my existing isp (Tesco), which I did and phoned to BT a week ago. Then I was told that an engineer would be here today between 1pm - 6pm to fit everything. Did anyone turn up? Nope. So I phone up at 6pm to ask what happened and get told that the operator inputted my MAC incorrectly, and they can't return now until 8th July. Great start to my fibre optic experience. I phoned BT Customer Service to complain and was told I'd be given 10 quid credit against my next phone bill. I've told BT that if it isn't fitted next week, they can cancel my order. Jesus wept - if companies can treat customers like this, it makes me glad I stopped making nuisance calls all those years ago
Sorry to hear your tail, buti It's typical of the bt circus, you should try working with the clowns on a daily basis !
Do you have fibre optic or copper wire going into your house and what speed have they quoted ? BT phoned me up recently trying to get me to upgrade to Infinity but would only talk in terms of 'up to' rather than 'minimum' speeds.
Ron cancel them they are feckin useless my wife and I are self employed and run businesses from home they took nearly 5 months to sort our home n business transfer when we moved home as existing customers. I absolutely hate them, if any other business treated customers this way they would be soon closed.
But surely the main issue is, that if you choose another supplier, it's still BT Openreach that actually connect you.
Infinity is an openreach product curently only available to the largest service providers ( bt retail, talk-talk & sky in some areas) so whowever you pay your bill to openreach will provide and maintain the network. Generally the fibre is only provided to the green box on the street (cabinet) this is known as FTTC (fibre to the cabinet) the line from the cabinet to your house will still use the old copper/aluminium cables and this is where the speed is lost so the further you are from the cabinet the slower you broadband will be. I believe there are two packages available 40mb & 80mb in real terms the 40mb package would deliver about 20-30mb at your house but can varie wildly, I would suggest going for the lower speed package first unless you are close to the cabinet as the speed for the faster package may not be much quicker.
Openreach are the problem. They are a truly appalling company, badly organised, poor systems, overstretched engineers, management that won't take responsibility, and practically no accountability. I agree that we need a single company to oversee the network, it would be chaos if multiple providers all had access to the infrastructure, but BT Openreach need chucking out. People don't believe the stories I tell about the hassle I had trying to get phone lines installed at my business premises. It took 5 months of running my business without phone lines before they sorted it out, then after a fire damaged internal cabling it then took another 3 months just to replace the DP.
To give some balance, I switched to BT Infinity from O2 and they came on time and did the works perfectly. Ive not had any issues since. My only gripe is that the router wireless range is shit.
We have BT and the customer service and experience is shit. We moved from virgin to BT and it was hassle from beginning to end. Talking to their customer services in India is a operation of frustration and futility.
I have the phone numbers for the boards customer services department team. When you're ready let me know. As you are going to need it.
I ended up with a "director" taking over my case as it got so messd up. It made absolutely no difference whatsoever though because they don't seem to be able to work around their own screwed up systems and incompetence.
Like Bootsam my experience was good, the equipment was delivered before the engineer was due, the engineer phoned to say he would be along within the hour and the installation went without a hitch. I appreciate that a significant percentage of people are very unhappy with the BT experience which I believe is as a result of the unexpected high uptake of their special offers which has led to a lot of subcontracting of the installation. My bloke was rushed off his feet expected to do a ridiculous amount of installations at less than the national minimum wage for his labour. High download speed capability only has benefits if the websites you visit send their information at those speeds aside from TV/film streaming of course. My PS3 won't accept a connection on s Gigalan sometimes and is usually happier on the old 10/100. Had talk talk and would like to see them erased from the face of the earth and Virgin were a bunch of tossers. Too many companies fighting for a profit from joe public most of whom put up with shit because it's too much hassle to change. Look at appalling ripoff service we still get from gas and electricity providers and banks. If more people were prepared to go elsewhere perhaps they'd take notice but then again maybe not. Have a great Sunday . Andy
I go with a tiny provider - Claranet. They don't compete on price, but when I have a problem, I speak to a real engineer. In London. Where I live. Bliss!
They're not so tiny fella, they're owned by Star who are global. I use them for WAN/MPLS work and one of the enticers is uk support, none of that Bangalore bollox.
