General : It seems VM have no monopoly on poor service...

[kwikbreaks]

My Infinity install which I'd been waiting on since the start of the month after getting an Openreach data error fixed so I could order at all was yesterday.

One bloke turned up and installed the phone line. The Infinity install was a no-show. I got a callback giving a new date of 10 July. As that would after my cable is supposed to cease I've cancelled the move to BT. I really can't believe that they are such a shower. This level of service suggests to me that if anyhthing did go wrong with the Infinity service you could be without it for quite a while.

Of course I could have made do without broadband for a few days and waited but there is no guarantee that it wouldn't be another no-show (the BT community forums has people complaining about 3 or 4 no-shows) plus I won't deal with a company which so casually assumes that you'll accept any old **** from them.

As it happens the recent work in my area seems to have improved things a lot - I'll try again for an upgrade so long as it isn't coupled with a contract extension or paid for Superhub.

[dilli-theclaw]

I've had exceptionally poor service from BT - SKY and VM at various times.

So I can never see that any is better than any other.

[Tim Deegan]

Unfortunately it seems to be a case that large companies often give poor service, and don't really care about their customers.

A sign of the times I'm afraid.

It can sometimes be a case of 'better the devil you know'.

[Chrysalis]

kwikbreaks I am now in the delay 3 months merry go round

sept 2012 changed to dec 2012.

sadly on BT yes that is their major flaw, they have a very dodgy attitude to things like faults and engineer visits.

[qasdfdsaq]

Shame to hear. It would appear there's something definitely wrong with Openreach's service in your area; the booking date being so far ahead and the no show would suggest they're seriously understaffed.

Incidentally it's always been the opposite around here - on a fault I was always offered an engineer date next working day, and install was 7 days (procedural thing apparently, as migrations have to give 7 days notice)

Yay for another postcode lottery?

[Tim Deegan]

Originally Posted by qasdfdsaq

Shame to hear. It would appear there's something definitely wrong with Openreach's service in your area; the booking date being so far ahead and the no show would suggest they're seriously understaffed.

Incidentally it's always been the opposite around here - on a fault I was always offered an engineer date next working day, and install was 7 days (procedural thing apparently, as migrations have to give 7 days notice)

Yay for another postcode lottery?

Wouldn't the long wait for Crysalis be don't to the fibre network being installed?

I though BT had a 3 day limit on repairs set by OFCOM (that VM somehow managed to avoid)?

[kwikbreaks]

Well I'm now stuck with VM for another 12 months.

60Mbps free Superhub £25 a month BB only.

I didn't really want to commit to a fresh minimum term but at least I'll be getting a similar deal to a new customer and from the TBB monitor it may even get close to the 60Mbps.

Now to give BT a real slating in my blog (which sadly nobody reads anyhow).

[jb66]

I'll read your blog

[kwikbreaks]

Originally Posted by Tim Deegan

Wouldn't the long wait for Crysalis be don't to the fibre network being installed?

Yes he's talking about the exchange RFS date. Slippages are common although mine was bang on time.

Originally Posted by Tim Deegan

I though BT had a 3 day limit on repairs set by OFCOM (that VM somehow managed to avoid)?

If there is such a thing pond to a penny it will be for the phone service only. Non-business ADSL etc. usually has no SLA of any kind at all.

[qasdfdsaq]

Originally Posted by Tim Deegan

Wouldn't the long wait for Crysalis be don't to the fibre network being installed?

I though BT had a 3 day limit on repairs set by OFCOM (that VM somehow managed to avoid)?

I was talking to the OP.

Dunno about the 3 day limit, they've always offered next day and I've always chosen next week (i.e. Saturday, as I CBA waiting at home during working hours)

[kwikbreaks]

Originally Posted by jb66

I'll read your blog

I'll stick a fresh link in my sig then once it's done - I've already removed the "To Infinity and Beyond" one. I still believe that the Infinity tech has current cable beaten but with Openreach totally non customer facing they think they can do just what they like and frequently do. I've let the CEO office woman who picked up the data error complaint know that the final outcome is I'm staying with VM. Single customers don't matter but if more would follow my lead and not put up with poor service things just might improve.

I trust BT no further than I could throw one of their old Bakelite phones.They were bad before privatisation and they were no better after and I suspect they never will get out of the monolithic long time on the scene so we don't have to bother attitude.

[Tim Deegan]

Originally Posted by kwikbreaks

If there is such a thing pond to a penny it will be for the phone service only. Non-business ADSL etc. usually has no SLA of any kind at all.

I guess you may be right. It was a friend who is a BT engineer who told me. But he didn't specify if that was for phone lines or BB.

[kwikbreaks]

Originally Posted by Maggy J

I trust BT no further than I could throw one of their old Bakelite phones.They were bad before privatisation and they were no better after and I suspect they never will get out of the monolithic long time on the scene so we don't have to bother attitude.

It was the abject failure of Openreach to fix a phone line fault that drove me to cable in the first place.

I'm no fan of BT and I'm no fan of VM (in case anybody hadn't spotted that) but I do want broadband and short of Satellite or 3G I have no choice but to use one or the other. I wonder if it's only in the UK that the big utility providers and financial institutions offer such poor customer services.

[Tim Deegan]

Originally Posted by kwikbreaks

It was the abject failure of Openreach to fix a phone line fault that drove me to cable in the first place.

I'm no fan of BT and I'm no fan of VM (in case anybody hadn't spotted that) but I do want broadband and short of Satellite or 3G I have no choice but to use one or the other. I wonder if it's only in the UK that the big utility providers and financial institutions offer such poor customer services.

As I said, it's a big company thing. It seems that the only way to get good old traditional customer service is with smaller independent companies.