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9 Pictures - BT Vision Streaming Service

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October 19, 2013, 12:12 pm

I have been a BT customer for a number of years now.

I recently up graded my BT package. This was due to be
activated on the 7th October.

All the equipment arrived as agreed, i plugged the equipment
in and found i could not connect my BT Vision box to the internet via my power
line adapters.

I contacted the technical department and they confirmed the
power line adapters were faulty and i would need new ones, the operator told me
he could not place an order until 6pm and that he finished at 4.30 pm so i
would need to phone in the following day and it would be sorted out straight

I contacted BT the following day and was told as the order
was still active and new power line adapters could not be ordered and i had to
phone in 24hrs later.

This i did to be told that the order was still active and i
would have to phone back 2 hours later.

This i did and was told the order was still active and there
was nothing the operator could do, he said he would transfer my call to the
correct dept, he cut me off and at this point i had enough of being messed

I contacted BT again and explained the situation and that i
wanted to cancel the order, i was told i could not as i needed to give BT a reasonable amount of time to sort the problem, i asked what a reasonable amount of time was, i had been paying for a service for four days, spent hours on the phone trying to sort the problem out and had been fobbed off several times. The operator could not find the definition for a reasonable amount of time even after asking his manager.

I was asked if i could give BT one more chance to sort this
problem out and to give it 48 hrs and he would call me back with a solution. To
his credit he did phone back, the order had been closed and he ordered me what
he said was the latest power line adapters.

The adapters arrived on the Tuesday and i installed them and
they worked.

On the Friday the power line adapters failed and i contacted
BT again, i was put through to the faults department and it was confirmed that
the adapters had failed. The operator asked me to describe the adapters and
then stated that those are the old ones and i will send you the up to date
ones, even though i had already been told i would be in receipt of these previously,
they are due to arrive this coming Tuesday.

This will mean that in two weeks of paying for this service
i have only had little over three days of full service.

BT vision is advertised as an easy and quick way to get on
line and to start watching catch up television, that is false advertising that
i will take up with the office of fair trading.

The service i have paid for has not been provided and i will
also take this up with consumer rights for a refund of my money.

BT is a land mark company that people put their faith in to
supply a service second to none, to be reliable, to sort any problems out
within a fair time frame and to be honest and open. This is not the BT i have


A very unsatisfied customer

Alistair Green

November 4, 2013, 7:41 pm

As a user very poor. box crashes at least once a day. On demand service freezes and is practically unusable. Have spoken to other BT customers who have similar issues. Counting the days to the end of my contract so I can go elsewhere. Yes - it is that bad


November 4, 2013, 11:32 pm

Hi Alistair I also have the Vision box and am not at all impressed. Constant crashes and slow downs. I didn't realise others experienced the same issues. Will keep an eye out and ask BT about it.

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