It appears that although BT are advertising the BT Infinity service heavily on the TV.  I personally believe that BT really do not care about their customers. Read more about this sham calling themselves BTcare.

A fault developed on my BT broadband on Saturday, 22nd January 2012. The broadband service was going into cardiac arrest, but this was not problem as I was able to call the very able staff at their call centre at 10pm on the Saturday evening. An engineer was booked for the Monday, and I took the day off ( a days holiday). An email also arrived, stating that  an engineer was booked :

Please remember that we're coming to visit you on 23/01/2012 between 8am and 1pm at ****

After waiting around all of Monday, waiting for an BT engineer, I rang again to the excellent call centre (satire) asking why the engineer had not visited or contacted. Allegedly the fault was in the exchange, and had been fixed there. BT closed the fault; whilst my expensive BT Infinity  broadband does not work at all.

It gets worse as the days progress.

Repeated calls on Tuesday, Wednesday, etc with extensive waiting times whilst the brilliant call centre staff test the line each time (satire), eventually leads to an second appointment on the Wednesday. Except they do not talk to the engineers, and this appointment is moved to Thursday without anybody telling the customer (me).

I am fortunate as I had a son home from University for a few days, and he was prepared to wait around for these morons to turn up (BT); and they did eventually arrive on the Thursday afternoon. The engineer (I am sure he is a very nice chap), replaced the white box, but he refused to replace the black box (even though it was requested) ; and the problem is currently fixed - for the time being. The reason I had asked for the black box to be replaced was due to it being an updated model, but BT obviously felt customers get what they feel is relevant.

This now leads into a bit more research on BT and Virgin speeds. It appears that BT are a bunch of liars, as stated by Ofcom in one of their many reports. They do not actually call them liars, but they do suggest they tell the truth about their 'up to' speeds. BT should actually change their 'up to' speed to about 33, rather than the 40 they advertise. Unfortunately this is a voluntary code of practise, a bit similar to the bankers bonuses.

Virgin use a cable system into the household, and match their 'up to' speeds' about 100% of the time; whilst BT have two measures. The BT measure for outside London is generally very bad, I mean very, very bad. The old copper lines suffer heavily from attenuation and distance from the telephone exchange. This means that most people in rurl areas suffer from a generally rubbish connection which is very slow. The BT advertising rarely mentions this.

The BT advertising does heavily advertise the BT Infinity service, and how great it is. It does not mention that their 'upload' speeds are a maximum; and are in fact not accurate (going back to the fairy tales of their call centre staff). BT appears to be built on a lie (I mean fairy tales).

The London area is better served, as it has the newer BT Infinity service with speeds up to 40MB. It is actually not true at all, as the best most people get is about 33MB. This is still good, but a typical BT lie (fairy tale), again. This service appears to pervade through the entire BT setup, i.e. a shortcoming in telling the truth.

Virgin do not tell fairy tales, the figures they quote are actually correct. Virgin are about to upgrade people to their newer speed. This knocks BT internet broadband into the 19th century, a bit like their levels of service for their customers.

I am following the responses on twitter by the BTcare team:

@deadpubs Has an engineer not been to look at the problem? Looking at previous tweets this seems to have been arranged

@deadpubs Let me know how the engineer gets on today

@deadpubs I'm really sorry to hear this, please DM the broadband details, best contact name/number and I'll monitor for you

@deadpubs Let me know how the Engineer gets on as I would like to get this sorted for you asap

@deadpubs I'd really like to help get this issue sorted out for you. Fill out this form - # and I'll give you a call.

@deadpubs Hi, have you sent in your details using the link provided on my previous tweet? Let me know I'll chase this up for you.

@deadpubs That's not good. Can you send your details on this form # the reference number and I will call.

This is the only feedback you get; it is pretty abysmal methinks.

Try the Google search engine - it has searched about half the site, but may be an easier search to try

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Apologies for the delay in updates at present, but I suffer from BT Infinity. BT Infinity appear to have a severe shortage of trained engineers, hence my broadband not working for nearly a week, so far. The BT engineer has purportedly fixed the problem, and not bothered to visit. I apologise reservedly for the total lack of care by BT Infinity in this matter of NOT fixing my broadband. Have you tried Virgin broadband, allegedly faster according to Ofcom. I do not think that BT care, but I do!

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