BT vision box up in flames

[ChunkyMonkey]

Hi - I don't have BT vision but my father in law does. He's 83. So he asked me to take a look when his TV stopped working. To be honest the on demand stuff had never worked but I said I'd take a look. Imagine my surprise when I found that the box was blackened from smoke damage coming from inside. The thing was fried. I spoke to BT (who had a lot of problems with - but then again he's 83 and not brilliant on the tech communication front) and bloody hell they were rude and unhelpful. They forced him into the arms of Sky - which he had resisted all along because he hates Rupert Murdoch only slightly less than Richard Branson.

[andyb7274]

I work on the BT Vision help desk, and am appalled your father in law wasn't offered a free visit from an engineer not only on the basis the box doesn't work but also for the fact he is elderly. A problem we face is BT's insistence on using a scripted fault finding tool, which honestly doesn't look for smoke damage ie., "Does the customer report black smoke coming from the vents Y|N".

Also a lot of the advisors take the scipt at face value and follow it word for word, if it doesn't tell them to book an engineer or they pick the wrong call flow then this type of customer upset will happen, and the customer is then forced to either put up with problems or they go for Sky.

If you still want it resolved, call up and say the box won't turn or off, you'll have to jump through some hoops, but the resolution should be to get an engineer out. Hope this helps.

In addition for the On Demand get them to check the actual line rate, not the sync speed from the hub, and also to check for QoS on the line and the assured speed is 2000.

[ChunkyMonkey]

But he's now gone over to the Dark Side and bought his TV and internet from the <s>death star</s> Sky. I know he is old, slightly foreign and can be quite difficult (every service desk's perfect customer), but he really had no help whatsoever. I also know from bitter personal experience that you can get fantastic and fantastically bad support from any organisation.

Now here's a thought - download monkey has yet to have BT reviewed - why don't you do it?

[andyb7274]

That wouldn't be a fair review as I don't actually have Vision myself, added to that I have Sky

[mjt]

Well said Andy. But if you do know anyone who has and uses BT Vision (and can write their own name in joined up crayon) we would really like a simple review of what BT is offering. The structure is all there (and someone would go thru it and give it a polish - so there'd be no shame to anyone involved).

[andyb7274]

Ok, I can't duck fast enough when hints are dropped. I'll do a review of Vision, obviously not from a users perspective, but from a "here's what you get to what to do if...", ie before calling the help desk, try the following...

I'll try and include a basic troubleshooting guide, from a what you may be able to fix to what you can't do even if the THD tell you to.

Regards andyb7274

[mjt]

A users guide to BTVision (from a man who really knows) is a great idea! Many many thanks for this. Don't worry about spelling or grammar - we'll sort all of that if it needs it. You are a star.