BT Infinity problem – the Saga Continues

So, BT have closed the call – yet again – without resolving the problem…..

 Ankita: Hello. I’m Ankita.Thanks for that information, I’ll check it and get back to you in a moment.
 Simon Coates: The ongoing DNS problem affecting the Rugby area has been flagged as “fixed” even though the problem is now worse than ever. I know of customers in the area who have the same problem and have had it for three weeks.
 Ankita: I’m sorry to hear you are having problems with this. Don’t worry I will have a look at this now.
 Simon Coates: It is not our equipment. It is not our Hubs. It is not the websites to which we are trying to connect – it is your service.
 Ankita: I understand your concern.  I would check the issue for you.
 Simon Coates: The problem also affects my BT YouView box – I cannot access a variety of different Catch Up TV services to which I subscribe.
 Ankita: simon i am sorry to tell you that.. i am from broadband help desk..so i have to transfer this chat to bt vision department..they are the right person to solve your issue
 Simon Coates: No they are not
 Simon Coates: The issue is with the broadband – the fact that it is affecting NowTV is a symptom of the issue
 Simon Coates: If I change to using 8.8.8.8 as a DNS server, everything works. Using the defaults doesn’t
 Simon Coates: Passing me on to BT Vision is passing the buck and wasting my time
 Ankita: i understand  your issue..please give me some time..while i run some checks..
 Ankita: let me run some slow speed..i will get your issue resolved..
 Ankita: can you open your web browser?
 Simon Coates: Yes
 Ankita: type there
 Ankita: speedtest.bt.com
 Ankita: and press enter
 Simon Coates: “Safari can’t open the page “speediest.bt.com” because Safari can’t find the server “speedtest.bt.com”
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 Ankita: simon could you please tell me that is your connection stable at this time?
 Simon Coates: I am talking to you using it. You tell me
 Ankita: ok i am running some checks….
 Ankita: simon type speedtest.btwholesale.com
 Ankita: and press enter
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 Ankita: thank you for the test..no click on  further diagnostics
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 Ankita: sorry now click on further diagnostics..
 Simon Coates: I did
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 Simon Coates: The speed test will not highlight an issue with the DNS anyway
 Ankita: i have to transfer this chat to my supervisor..he will handle your issue..
 Simon Coates: Will that be sometime before the next ice age?
 Supriyo Sarkar : Hello. I’m Supriyo Sarkar .Thanks for that information, I’ll check it and get back to you in a moment.
 Ankita has left the chat.
 Supriyo Sarkar : Hi
 Supriyo Sarkar : my name is Supriyo and I am the service manager here
 Simon Coates: I don’t care. I just want this three week old problem fixing
 Simon Coates: There are at least 11 people in the area with the same problem. I am tired of reporting it. I am tired of wasting my time chasing it.
 Simon Coates: Get it fixed.
 Simon Coates: The issue is nothing to do with my machines, or my hub.  There’s is nothing at this end that can address the issue.
 Simon Coates: I have got to take a call – will be back shortly
 Supriyo Sarkar : sure, take your time
 Supriyo Sarkar : in the meantime let me go through the case history
 Simon Coates: I am back
 Supriyo Sarkar : Thank you
 Supriyo Sarkar : I was just going the case history and I can see that this has been owned by a specific team
 Simon Coates: But it was closed earlier today – despite still being a fault
 Supriyo Sarkar : not at all
 Supriyo Sarkar : the chase is still open and I can see that you have been tried to be contacted today as well
 Supriyo Sarkar : they left a short message as well
 Supriyo Sarkar : did you get the message
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 Supriyo Sarkar : got it
 Simon Coates: Does that, or does that not, indicate that the issue has been resolved?
 Supriyo Sarkar : this one indicates that the issue is resolved
 Supriyo Sarkar : are you at home
 Simon Coates: But it hasn’t been resolved
 Supriyo Sarkar : are you at home?
 Simon Coates: Yes
 Supriyo Sarkar : great
 Supriyo Sarkar : would need you to restart the home hub once please
 Simon Coates: I did that earlier, when I saw that the status had changed. The hub was off for around a minute
 Supriyo Sarkar : OK
 Supriyo Sarkar : what is the status of the light now ?
 Simon Coates: Solid blue
 Simon Coates: What colour should it be to indicate a DNS issue?
 Supriyo Sarkar : a DNS issue doesnt have an effect on the colour
 Simon Coates: Exactly
 Simon Coates: If the light were any other colour, would I be able to chat with you?
 Supriyo Sarkar : I thought you are online through some other medium
 Simon Coates: No
 Supriyo Sarkar : in that case the internet is working
 Simon Coates: Have you actually read the case?
 Supriyo Sarkar : but I can see that the issue that you had reported is with speed
 Simon Coates: NO IT WASN”T – IT IS A DNS ISSUE
 Simon Coates: Some websites are accessible, other’s aren’t. If I change my computer to use 8.8.8.8, then I can access sites like the BBC. If I use the default DNS, I can’t
 Supriyo Sarkar : can see that
 Simon Coates: I cannot change the DNS setting on all of my devices – some don’t allow it
 Supriyo Sarkar : I would request you to wait for the team to get back to you once
 Simon Coates: BUT THE FAULT IS SHOWN AS CLOSED
 Simon Coates: I know of 11 customers who have the same issue in the area
 Simon Coates: How can it be closed?
 Supriyo Sarkar : I have added that as a screenshot in the existing chase
 Simon Coates: In all my years in IT, I have never come across such terrible customer service.
 Supriyo Sarkar : I am sorry for your experience
 Supriyo Sarkar : we will try to make it as soon as possible
 Simon Coates: Is it unreasonable for me to expect that an issue is resolved in less than 3 weeks?
 Supriyo Sarkar : would request you to wait for the team to get back to you to avoid double handling
 Simon Coates: Tell me how long it is reasonable to wait for a resolution
 Supriyo Sarkar : I can understand that this has been a long time
 Supriyo Sarkar : I have also written a mail to the concerned team informing them about the status
 Supriyo Sarkar : and have also asked them to get back to you as soon as possible
 Supriyo Sarkar : would you like to share any alternate contact number ?
 Simon Coates: Yes. 07795 824494