Here’s a recent BT complaint sent in about BT’s super fast broadband service BT Infinity.
At the beginning of January a letter from BT came through my door stating that BT infinity superfast broadband had arrived in my area!! As the normal broadband speed is very slow ( 1-2 mb ) in my area I was excited to think that super fast broadband was coming!! The lady on the phone said yes I could have it and my speed would increase to 21.9mb. I was delighted with this news and signed up for BT infinity.
The engineer called on the 18th of January to connect BT infinity but could not get the speed I was told! He said the overhead lines to my house were badly degraded and need sorting out! He did not have the skills to climb poles and fix this so he said he would tell control and another engineer would call to sort the overhead lines.
On the 2nd of February another engineer called but had no idea about sorting the overhead lines and thought he was just doing a standard installation, needless to say he could not achieve the promised speed and left my house leaving behind a second hub box? Wires and mess and no working broadband at all!! After about an hour of telephone calls to BT I have been told that BT have no intention of sorting out the degraded overhead lines and I would only be able to have a max speed of 12mb!! I have cancelled BT infinity as I am not paying for super fast broadband that is slower than standard broadband!!
I still have no working broadband and after another hour long conversation I have been told an engineer will call to my house in the next 24 hours to sort this!
I am appalled at the very poor service from BT and can inform you that at least 6 potential customers in my village will not be signing up for BT infinity as I have told them about lack of care and interest shown by BT. I have also put a warning on the village website advising potential customers of BT not to bother!
I doubt I will get any response from ” customer services ” as nobody seems to care. Now I have informed you of this I take you will not be offering BT infinity in this area or if you do customers will be told before they sign up that super fast broadband is very slow broadband and is not worth the extra money!!
A very upset and disillusioned customer.