BT Infinity – should have stayed with Home Hub!

A complaint here from a BT customer who changed from home Hub to BT Infinity and the problems that have resulted. 

Dear BT

I’m sorry my story is not really a very positive one since having it installed BT Infinity on the 25th November 2010. It was a disaster from day 1 when the engineer did not complete his tasks properly and so wasn’t until the end of the day that it was finally installed.

After that it continually crashed I had four engineers looking at all claiming that it was fixed and promising to call me back and check if was OK none of these promises were kept.

It still crashes on occasions including during a recent important Skype call.

The most recent call I made I was told that some major factor that should have not been implemented from the start had not been installed.

My BT vision has been affected by recorded programmes just stopping before the end.

There appears to be no connection between various departments and the left hand doesn’t know what the right hand is doing.

Even in last few days I received a no reply letter warning me of my broadband usage which is related to the Home Hub I had before. Also letters saying would I like to sign up to BT including one this week.

This has still been happening despite me speaking to various people to stop send or emailing me, this is a complete waste of money.

Hours have been wasted trying to sort this out and important work has been affected.

The only compensation I received was the cancellation of the installation fee which I thought was appalling considering the inconvenience and time wasted.

I don’t have confidence in the system particularly during important skype calls.

To be honest I don’t know why I bothered changing from the Home Hub.

Terry Diggines

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