Hi,

Basically I'm paying for a BT Infinity package when I shouldn't be.

When I was ordering the package it said I could get infinity in my area and that was all good, I ordered the whole shebang. But then the equipment arrived and it was just the BT homehub and not the extra white modem or the engineer that comes with an infinity installation. I went back on their website, and stuck my postcode in the infiinty checker and that came back saying that I do not live in an infinity area and I can only get ADSL blah blah blah ... I am disappointed that they were able to misinform me like this but I can cope with ADSL, just as long as I'm not still paying for their premium top fibre optic package. It needs changing.

A call to their Indian call centre earlier had me running speed tests on my computer, restarting my router and basically being ordered to jump through idiotic hoops that weren't helping anything (I made the mistake of saying I should be getting 80 meg download speeds on a fibre line but my line is only ADSL and everages about 18, which meant we had to go down the path on a completely irrelevant troubleshooting script) I hung up and called back a few times and every time they didn't understand that I'm paying for a premium infinity package when my actual service is the basic ADSL and I just need downgrading to the lesser tarrif and this basic error rectified.


Is there any way at all of contacting someone who knows what they're doing at BT? And not just people sitting thousands of miles away in a room that probably has no air conditioning reading off a script that doesn't actually help anyone do anything?

Thanks.

tl:dr - I'M PAYING FOR BIGGEST INFINITY SERVICE. EARLIER I FOUND OUT THAT I DON'T LIVE IN AN INFINITY AREA. IT'S ADSL ONLY FOR THE MOMENT. I SHOULD OBVIOUSLY BE PAYING LESS BUT THE INDIANS ARE USELESS. WHAT DO I DO?

You are probably correct BUT NOTE THAT Infinity 1 does NOT come with a white modem or engineer any longer!

The BT HomeHub 5 comes with a built-in modem and NO engineer (it is self-install)

I cannot see how a mistake could occur as, in my experience, BT confirm everything, in detail, in writing - either by letter or email.

BT can be a pain. When I moved to bt for bb adsl. On migration day they cut my phone and broadband off altogether for 3 days. India had me running allsorts too and wouldn't listen to the bit about migration day abd the coincidence.

When I had an issue, I complained on Twitter and sent it to the @BTCare account. They responded, asking me to complete this online form: https://bt.custhelp.com/app/contact_email/c/4953

I was sceptical, but completed it anyway and I received a call back from a very helpful customer services rep. They're based in Northern Ireland and seem to be more knowledgeable than the offshore call centres.

Even after the problem had been fixed they rang me again to check everything was okay and also credited my account with £10 and gave me a free month of BT Infinity.

I think they take it more seriously because they see Twitter complaints as very public and, therefore, more potentially damaging. It was quite shocking to get good customer service, even though it shouldn't be!

I'd agree. I've found the BT twitter team to be very helpful at resolving issues.