I have raised this issue on the BT support to not much avail



Heres a transcript...



[02:50:07 PM] Hello. I'm Rameez Thakur. Thanks for that information, I'll check it and get back to you in a moment.

[02:50:22 PM] Me: ok

[02:50:33 PM] Rameez Thakur: Hello Russell.

[02:50:59 PM] Rameez Thakur: Can you please help me with the exact issue you are facing?

[02:50:58 PM] Me: Hi Rameez

[02:52:05 PM] Rameez Thakur: Yes.Russel

[02:52:24 PM] Me: Yes basically, me and a great many others are having the problem where certain games will kick us out and the one thing that connects us all are halo 2A/4 and bt infinity

[02:52:34 PM] Me: here is the proof of the issue https://www.halowaypoint.com/en-us/forums/84ad72a8b51847978545f685f651fc15/topics/bt-infinity-2-kicks-us-from-h2a-and-h4/aa6bb534-3533-4d65-b2e1-152ab21abca2/posts

[02:52:49 PM] Me: and here - https://www.halowaypoint.com/en-us/forums/84ad72a8b51847978545f685f651fc15/topics/disconnecting-20-seconds-into-a-game-help/9a843454-f691-4898-b3b0-d7461910d082/posts?page=1#post18

[02:52:57 PM] Rameez Thakur: Let me check that for you.

[02:53:04 PM] Me: i think this needs passing along to your technical team

[02:53:26 PM] Rameez Thakur: Are you facing slow speed?

[02:55:14 PM] Me: No my speeds are fine

[02:55:21 PM] Rameez Thakur: Okay.

[02:55:48 PM] Rameez Thakur: Please allow me few minutes, let me check what best can be done to solve this.

[02:55:56 PM] Me: ok thanks

[02:56:35 PM] Rameez Thakur: My pleasure.

[02:59:32 PM] Rameez Thakur: As we do not support port forwarding I will send you a link which will get sort it out for you : http://bt.custhelp.com/app/answers/detail/a_id/8790/c/346,1277,1277/related/1



[03:00:37 PM] Me: Thanks, However i have already followed these instructions and sucesfully checked the nessercery ports are open

[03:02:10 PM] Rameez Thakur: In this case we have a team who can sort it out for you, it will be chargeable, is it ok?

[03:02:32 PM] Me: Chargable how?

[03:02:37 PM] Me: For a phone call?

[03:03:13 PM] Rameez Thakur: Not for a phone call, they will only charge if they will fix your issue.

[03:04:01 PM] Me: But it seems everyone with BT infinity is having this issue, im not sure if its something that can be fixed at my end

[03:04:47 PM] Me: I think its something BTs tech teams need to look at at your end

[03:05:17 PM] Me: and im not really happy about paying for a service repair for a service that should already be provided anyway

[03:05:23 PM] Rameez Thakur: There are few setting which you have to do in the game to get it started.

[03:06:08 PM] Rameez Thakur: There is no problem with the connection. However our BT Tech Experts will surely this this fixed for you.

[03:07:08 PM] Me: As the links i sent you show though its not just me its universally a problem with BT infinity

[03:08:16 PM] Me: i am a network technician as a day job so im quite confident in diagnosing any potential faults at home myself this is definitely a problem with the BT infinity service

[03:09:30 PM] Rameez Thakur: I can see that the connection is stable and the issue may be with the few ports which need to be open to run the game.

[03:10:12 PM] Rameez Thakur: And I am not trained on port forwarding as we do not support port forwarding.

[03:11:04 PM] Me: i am trained in port forwarding :) the required ports for xbox live and master chief collection are open i can confirm that

[03:12:45 PM] Rameez Thakur: Well that's great to hear I am chatting with a trained engineer, still I can only send you the link and if that is not helping you I can get you connected to our Tech Experts.

[03:14:11 PM] Rameez Thakur: I would have loved to help you with the issue, but as I informed you we are not trained on it.

[03:14:32 PM] Me: so the tech experts would charge?

[03:14:51 PM] Rameez Thakur: Yes, they will.

[03:15:15 PM] Me: thats unnacceptable, its less risk to just change to another ISP

[03:16:55 PM] Rameez Thakur: I understand but I am afraid this is not a broadband issue, it is something which we don't support.

[03:19:05 PM] Rameez Thakur: If there was any broadband issue I would have definitely helped you out with it, for eg. an engineer cannot do a operation on heart patient as he is not trained on it, the same way we are not trained on port forwarding.

[03:19:09 PM] Me: Ive been a BT customer for a long time now and it saddens me that this issue cannot be escalted to a higher technical team free of charge. Its not a problem with my home equipment its a problem with your network configuration as demonstrated by the many other people with the problem

[03:20:09 PM] Me: i respect that your not trained in the scenario but i do ask that you help me escalate the issue beyond standard customer support

[03:21:14 PM] Rameez Thakur: I suggested you with the tech experts but only criteria is they charge for their service only if they solve the issue.

[03:23:26 PM] Me: how much would be charged

[03:23:47 PM] Rameez Thakur: Please wait I will give you the details.

[03:25:30 PM] Rameez Thakur: You can call them on - 0800 328 7797 between 8am to 11pm 7 days a week.

[03:27:33 PM] Me: Ok, thanks Rameez youve been very helpful im sorry if it seemed i was taking this out on you its very frustrating sometimes

[03:31:01 PM] 'Me' disconnected ('Concluded by Agent').