Apologies if some of the formatting is incorrect I typed it up in wordpad incase the forum message went wrong and deleted it all, but all the information is there still.
Going to put as much information here as possible so hopefully this will give a clear picture of this disgrace
that has been going on since 26th April 2013.
1). Moved into my house around 8 years ago, immediately signed up to BT for calls and Broadband option 3.
2). Several years later (around 2010) requested a MAC code and swapped from BT option 3 to Origin on the Digital
Region network which offered FTTC as at the time BT had no plans to install FTTC in South Yorkshire and the speed
I was getting with BT was around the 6Mb mark, was swapped from the BT cabinet to the Digital Region cabinet by an
engineer, was getting around 25-30Mb and 8Mb upstream, unfortunately the equipment provided was sub standard and
the wireless output was awful and kept dropping out so returned the equipment and ended the contract with Origin
on Digital Region after only a few weeks.
3). Decided to rejoin BT but this caused problems due to a tag left on the line which could even still be on to
this day due to the Digital Region swap, anyway after around 2 and a half months of calls to BT they finally sent
an engineer out who tested my master socket and all was fine, I explained the situation to the engineer and as
soon as I mentioned Digital Region he knew exactly what to do, off he went down the street to the Digital Region
and BT cabinet, he might have also gone to the Thorne exchange also but around 30 minutes after he went down the
road my blue light had come back on my HH3 and I finally had BT option 3 back which was now upgraded to the ADSL2+
and was getting around 12-13Mb downstream and 1Mb upstream. All was fine until....
4). Bt had been rolling out FTTC in South Yorkshire and it was all up and running after two letters arriving
stating FTTC was now available in my area and the offer of the £50 Sainsburys gift card for upgrading from Option
3 I thought well why not an upgrade from BT option 3 to unlimited BT Infinity 1 should be pretty straight forward
it is the same company after all and it was actually £3/cheaper than the option 3 I was on with BT.
5). Original upgrade order placed on 26th April 2013, had to change to paper free billing, whole bill monthly
direct debits and linesaver for 1 year all at the same time of the order.
6). Two seperate deliveries to the house consisting of an ethernet cable in each box, order displaying as engineer
no longer required, this is where it starts to get silly now and I've had that much grief from this and phoned and
emailed so many times I will no doubt miss bits out and two letters of complaint that both went unanswered I might
add.
7). After several phone calls and emails was getting nowhere with it all as the order was being rejected over and
over at BT Wholesale for reasons unknown.
8).Contacted a forum Mod called Dean McFarland who after a long delay responded to me with this message.
Hi Peter, (02/05/2013 01:04 PM I sent the mail) (08/05/2013 04:34 PM Dean responded)
Thanks for getting in touch - I'm sorry for the delay in getting back to you as well as the problems with getting
your BT Infinity order up and running. I've checked into this for you this afternoon and it appears there is a
problem on BT Wholesale's side which I am pressing upon them to get fixed. I'm due to get an update tomorrow
afternoon so once I get that I'll hopefully be in a better position to tell you the next plan of attack and what
kind of general timeframe we should be looking at before we get your service up and running. Leave it with me and
I'll get back to you once I know more anyway.
Kind regards,
Dean BTCare Forum Moderator
9). Looked promising seems someone at BT was finally getting back to me and was going to sort this out for me,
wasn't to stressed at this time as I still had my BT option 3 turned on so had broadband so a delay wasn't a big
deal at the time.
10).
Hi Peter, (09/05/2013 03:54 PM)
As an update to the email I sent yesterday, I've been advised that the team who are dealing with this issue within
BT Wholesale have a 5 day turnaround time for problems of this nature. We're still unsure as to what exactly the
problem is but I'll be checking for updates every day until the problem is fixed and once I have new information
for you I'll be sure to let you know.
Kind regards,
Dean BTCare Forum Moderator
11).
Hi Peter, (10/05/2013 04:19 PM)
Our latest update is that the issue should be sorted by the 14th May, after which we should know both what the
problem was and whether or not we can order BT Infinity on your line. I'll be in touch on the 14th once we have
more news.
Sorry again for the delay in getting this problem sorted out.
Kind regards,
Dean BTCare Forum Moderator
12).
Hi Peter, (14/05/2013 04:07 PM)
I have spoken to BT Wholesale again today who have advised that the issue stopping BT Infinity being ordered on
your line still hasn't been fixed. I have escalated the case to a management level and am expecting an update with
positive news before Thursday at 4pm. As before, once I have useful information for you I'll be sure to be in
touch again.
Kind regards,
Dean BTCare Forum Moderator
13).
Hi Peter, (20/05/2013 04:28 PM)
Just a reminder that we haven't forgotten about you and that we're still working on your case. It is a lot more
complicated than originally anticipated I'm afraid however we are making progress (albeit slowly). Once I have
this issue sorted and we're in a position to arrange an engineer's appointment to install the service I'll get
back in touch with you.
Kind regards,
Dean BTCare Forum Moderator
14).
Hi Peter, (28/05/2013 02:09 PM)
I've received confirmation that the problem with your order has been fixed however we need to place an entirely
new order from scratch as the previous orders which were created needed to be cancelled off completely. If you
would like me to place an order for you please confirm that a) you would like the same package you agreed to
previously and b) some dates you can be available in the next week or two for an engineer to come and install the
service I can get this arranged. Alternatively you can place an order on www.bt.com/infinity. Just reply to this
email with any preferences you have for the above and we'll take it from there.
Kind regards,
Dean BTCare Forum Moderator
15). Obviously this is going to be a big thread of information so to preserve space only putting replies to my
mountain of emails and phone calls and the two letters I sent in myself.
16).
Hi Peter, (28/05/2013 05:36 PM)
In addition to my email earlier this afternoon I have taken the liberty of placing a new order for you (ref:
VOL012-76679146621) and arranged an engineer's appointment for next Wednesday, 5th June between 1pm - 6pm. I'll be
checking this order every day this week to ensure no further issues arise but if they do I will let you know. If
this appointment doesn't suit please advise of a date beyond next Wednesday which would suit better.
Kind regards,
Dean BTCare Forum Moderator
17).
Hi Peter, (30/05/2013 03:33 PM)
I'm afraid you're correct in that the latest order has also failed. It is due to the same error as last time even
though we were told it was fixed. We can't send an engineer out until the issue with the line has been rectified -
the systems will physically not let us do that. I have already taken steps towards getting this investigated again
and as before once there are updates I will be back in touch. In regards to your email about the Sainsbury's
voucher, I will ensure that this is also sent out in due course. It normally takes up to 28 days from the order
completion date before the vouchers are sent but as mentioned I've already taken steps towards getting the issue
behind the orders failing investigated.
Kind regards,
Dean BTCare Forum Moderator
18).
Hi Peter, (04/06/2013 05:24 PM)
Just to keep you in the loop about what's going on here - the relevant people are looking at the issue with the
incompatible product on your line again and I'm due to receive an update on Friday. I'll check it periodically
before then but as soon as I hear anything I'll let you know.
Kind regards,
Dean BTCare Forum Moderator
19).
Hi Peter, (13/06/2013 12:51 PM)
A further update from last week - the case has been escalated to senior management due to the length of time it is
taking to fix. Once again, when I receive any updates I'll be back in touch with you. Sorry once again for the
delay.
Kind regards,
Dean BTCare Forum Moderator
20).
Now this is where I put trust in BT and get totally screwed over basically as they want to turn my option 3
broadband off.
21).
Hi Peter, (20/06/2013 02:01 PM)
After many emails back and forth between ourselves and Openreach it appears that in order to provide you with FTTC
service we will need to completely cease your current ADSL2+ broadband service then place a new order to provide
FTTC. If we do use this method, we can place what is called an expedite order which will speed up the normal
turnaround time to get an engineer out to install your service. If you would like to go down this path please let
me know and I'll make the necessary arrangements and call you to discuss the matter further.
Kind regards,
Dean BTCare Forum Moderator
22).
Hi Peter, (27/06/2013 02:12 PM)
Sorry for the delay in responding to you - it looks like your email got routed to a different department who was
unaware of the backstory of your case. To answer your questions in order:
1. We have been told by Openreach that this is the only way to get your line migrated to FTTC and they have
assured us that this will work - I am taking their word for it but I see no reason why it wouldn't work. 2. All termination fees (if there are any) will be waived as you are remaining our customer and will be signing on
to a new contract 3. If everything goes to plan and we can get the fasttrack orders accepted, you will still be without broadband
service for around 5 days. 4. If your original order was placed online we can arrange with the vouchers team to get the appropriate voucher
sent out to you, as long as there are some still in stock. 5. As a goodwill gesture we can arrange for a Homehub 4 to be sent to you as part of the order.
I'm out of the office over the weekend but I can kick off proceedings first thing on Monday morning and call you
to explain fully how the procedure will go. If you would like to leave it for another time, for instance if you
are going on holiday at some stage over the summer, I can set a reminder to do it then instead so that the impact
of having no broadband for up to a week is less noticeable.
Kind regards,
Dean BTCare Forum Moderator