Bt Infinity helpline...

Hi,
Firstly, I'm a new member so apologies if I am posting in the wrong forum etc.
After contacting BT regarding my Infinity download speeds, I decided to look at the forums to see if there was any tests etc. I could do to help resolve my slow speeds.
I have provided the results of the tests below and was wondering if anyone from the forum or BT could shed any light on why the lady I have just spoken to from BT says that 3.84 mbps is an acceptable D/L speed for a BT Infinity customer.
I should add that there is only 3 connections to the Hub (3.0) 2 are wireless, my sons xbox & laptop, one is wired being my laptop. Connections and speeds are intimitant, but are very rarely fast enough to cope with all 3 devices being connected to the internet at once.
Many Thanks in advance,
Steve
Solved!
Go to Solution.

As imjolly said, Inssider will help determine the usage of the channels around you. Your hub uses 2 different frequencies for the wireless, 2.4 and 5ghz. 2.4 is slower, but the range is greater. However not all laptops, desktops, smart phones etc support the faster 5 ghz. By default, the 2 frequencies are given the same ssid and it may be worthwhile giving the 2 ssid,s different names (usually by adding a "5" to the 5ghz ssid).....
https://community.bt.com/t5/Other-Broadband-Queries/How-to-change-SSID-Home-Hub-5/td-p/1096880
If you found this post helpful, then please click the star on the left, after all, I'm only trying to help........

Similar Messages

Slow speeds (again)

On the infinity 2 package; would usually get around the 75mb advertised but recently i'm lucky to get 40.
Tried using the online chat assistance and they disconnect everytime, shocking poor and not acceptable. Then they tell me to ring up the infinity helpline and then disconnect again!
Great customer service you guys have going there.
Anyway wheres the 35mb gone too? Should be getting 20mb upload speed, I get roughly 8...
Stop prancing around advertising Bt Sport and actually bother to deal with customers.

It's rubbish.
down: 71.44 <- first time in weeks its been this high
up:11.98 <- was getting 20 previously
ping: 352.75 <--- no idea if this is good or not..
I've been trying since day one to do speed tests on the wholesale page.
Every single time I have tried to run the diagnostic test I get this message
"No Fibre to the Premises (FTTP) services have been found at this address. Please check the postcode or use the Telephone Number or Service ID to conduct the test.
Click here to try again"

Cannot send emails in Mac Mail using third party SMTP via BT Infinity Broadband

EUREKA!!
I have a Mac Book Pro and recently had my home broadband upgraded to BT Infinity. Prior to this upgrade sending emails via my Mac mail was working perfectly. Since the new installation I could no send any external emails using the Hotmail.co.uk or 123-Reg.co.uk smtp outgoing servers. Googlemail.com was ok.? very strange.
So when I connected the same macbook to other wireless connections it would work perfectly.???
So after many hours wasted messing around, I managed to get the right person at the right time via BT helpline in the UK not India. (India helpine just say "we are not trained in Apple".
So the very polite man from UK Helpline provided me with the solution.
GO TO > Apple Icon top left > System Preferences > Network > Wireless >
Select your wireless connection > Click Advanced lower right on popup
Select DNS tab
Click on the + under DNS left pane and type the following :- 208.67.222.222
Click Apply
BINGO!!!!
I hope this helps someone, as I know how painful these types of issues can be.
Cheers

Hi Haggie
Had a similar experience but couldn't work out why macbook was working and imac not. I hate verification with bt. Anyway, tried your method and as you say eureka! Did have imac plugged in before and put it on wifi to try your fix I will try plugging broadband back in to see if that works and will post back but at the moment just enjoying the moment!
Just to say a big thank you for not only sorting the problem out but equally importantly posting the answer! Too many people sort out their problems without letting other people know how!
Many thanks

Phone not working after Infinity upgrade

I ordered Infinity back at the end of October 2013 and have finally had it installed today after several false starts. The problem has been "faults on the line" which have been discovered by engineers each time they came to set it up. The engineer came today and announced there were no faults on the line and he set about installing Infinity.
Having announced that all was well he made a phone call to an automated line testing service and then declared all was well and off he went.
Shortly afterwards I needed to make a call and discovered that there was no ring tone. When people tried to call me the phone rang and kept on ringing (in a muted kind of way) when i picked up the phone. The caller number displays and the calls go to 1571 (though we can't call that service). Meanwhile the internet appears to be fine.
I have performed all the tests possible including using an old wired phone in the lower socket. There is never a dial tone.
As we don't get a mobile signal here I spent nearly an hour in a field where I could get a signal trying to get through to BT helpdesk on a mobile without any joy. I have emailed several times and also tried the online chat function - after queuing for 40 minutes I was "requeued" by the operator whose only response was to paste some link to troubleshooting video I might want to watch.
I logged a fault on bt.com/faults but when I went to check on the status of the fault it seemed to be saying that they had checked the line and could find no fault and recommended that I phone the helpline(!). If only I could.
Looking through the boards it seems this has happened to others before.
If I can't use the phone I will have to travel 160 miles roud trip to my office as I need the phone for my work.
Has anyone any ideas about how I can get this sorted out?

The engineer came and after about an hour the phone was working again. Apparently the fault was unrelated to the Infinity installation and was an unfortunate co-incidence. It seems there is a fault with "pressurised cables from the exchange" whihc developed shortly after the infinity engineer attended yesterday.
The engineer today swapped our wires over in the street cabinet and now the phone and broadband are both working.
Thanks very much for taking the time to reply to my issue.

My Infinity Order Keeps Getting Cancelled! And Muc...

Hi.
Sorry, this is REALLY long, but I needed to document this somewhere.
I own a house.
I have two phone lines on my account.
I pay the bills for both, but one is used exclusively by my lodger. He pays me for his calls, broadband, etc. For years this has worked well. Even if we have two lines of ADSL2+ at a whopping 1Mbps each! (I know, "WOW!")
At last, at the end of June, BT Infinity 2 arrives on our estate. Testing indicates that we will get a serious 77Mbps down and about 15Mbps up.
I do a little victory dance.
Then, the pain starts. Courtesy of the BT Infinity team (I have been lead to believe).
My lodger wants his own "private" Infinity line. I think this is rude as he does not want to share, but hey, if he pays for it, who am I to judge?
I obtained two MAC keys from our current ISPs.
Around the 10th of July, I ordered two BT Infinity 2 lines to be installed. All was well. Engineer was booked for the same day to install the wall-boxes, modems, etc. Booked for 26th May.
I paid for a year's line rental on the line that I use, in advance, to save money.
Later that week, I noticed one of my orders has disappeared. Hmm.
I phoned the helpline. Got a really nice Indian lady. I asked her why the second Infinity line had not been installed. She wanted to know what speed I was getting and could I please power-off the modem. Sadly, not good English. I apologised and said I had to go, and hung up. I phoned up again -
*1. Was told that only one BT Infinity modem could be installed at a time as the engineer would not have time to install both - this is even though TWO install slots were booked.
*.2 Later I got told that two Infinity lines could not be installed because the lines are on one account number.
The MAC for my lodger's line was put into the system. ALL records of any orders whatsoever disappeared from the BT tracking service!
I did however receive emails telling me of the install date, etc., of my lodger's line.
Sporadically, I received emails asking telling me that they NEEDED my MAC in order to progress my order. What order? There was NOTHING on the BT site. No VOLs or order numbers that I had been given brought up any results. According to the Order Tracker, there were no orders, so I could not enter the second MAC.
Stressful? (After ten years of truly awful download speeds - we've only had broadband of any sort for about three and a half years!) You had better believe I was stressed!!
On the 23rd July, I get a letter through the post from BT, dated the 11th of July. It says that my transfer to another phone company would be completed on the 24th July and should I wish to cancel this, I needed to contact BT BEFORE the 20th of July!
I panicked and phoned BT to stop the transfer. Whereupon the lady I spoke to said that she thought it rather strange that I had paid for a year's line rental then decided to move to another company. I later received welcome blurb from TalkTalk. TalkTalk? Grrrrrrr!
The Hub3 turns up on the 24th July, for the lodger's line.
The 26th, and the engineer turns up. Stuff installed. GREAT!!
Network crashes a couple of days later, east of London into Essex. BT pretends that it was a "line fault".
Also have had several modem crashes giving sub-1Mbps speeds.
It is now Wednesday 8th of August (I think). I decide to try and get the second Infinity line installed as I am still stuck on 1Mbps ADSL.
I go online to sign up.
What? I find out that I'm being charged for phonecalls during the day?
BT have cancelled my Anytime package on MY LINE on the 26th July without telling me and I have been running up call charges without knowing it!!
It gets better: There is now no record that I ever paid them £120 for my year's line rental, and to really take the pi**, they have charged me in advance for the August line rental.
I phone up to get things sorted regarding my year's payment, and to get my Anytime package put back on my account. Apparently this cannot be done BECAUSE THERE IS AN ORDER STILL WAITING TO BE ACTIONED ON MY ACCOUNT. Could this be the "cancelled" Infinity order? The system will not let anyone modify my account.
I get passed from department to department. Here. India. Here. Infinity team, wherever they are? And back to here again.
*3. The guy I finally spoke to confirmed that the reason I could not get Infinity on the second line was because the two phone lines were "linked" on the account. He said that he, "WOULD GET THE LINES SPLIT." That way the installation would go ahead. I was to call back after lunchtime on Friday all would be sorted.
Friday 10th. 1pm. I went online to check progress on my account. Nothing obvious. It still shows Evening and Weekend calls. Tried to order Infinity again online. It would not let me do so.
I then called BT. Guess what? It wasn't sorted. Yes, there was no record of any attempt to do so.
I then phone up the number I was given by the "Account-Split-Guy" to try again to get Infinity installed. I get through to India. I have the wrong department. I get though to Tech Support in India. I have the wrong department. I got through to someone in the UK, but they could not help, so I got put through I think to the Infinity booking team in India. They said I needed to talk to someone else, and FINALLY I got to talk to a really nice lady in the UK who went out of her way to help.
The nice lady in the UK asked what had happened. I told her. She tried to change my Anytime package, and it was blocked still.
*4. She told me that according to their system, *"I ALREADY HAD INFINITY ON THE LINE I WAS TRYING TO INSTALL ON"*.
I told her about all of the above.
She said she would look into it and get back to me.
After much messing about (hard work on her part!) she managed to get my Anytime package put back on my account. She said it would go live later that night. She tried to get an Infinity order processed, but she needed a MAC key. I gave her the one I had obtained when I originally placed the order, but it had expired!
I then got onto my old ISP and by some miracle they managed to get me a new MAC in just over half an hour!
I contacted the lady at BT who then got an order put through for BT Infinity. She did not need the MAC at the time, but was not allowed to place an order without one.
Much thanking went on.
Later Friday evening I went on the BT Order Tracking site to put in my MAC. It was not possible. It did say that the broadband order was "In progress", with an estimated Completion Date "Today." Even later Friday 10th of August, the broadband order is listed as "Completed." I try to enter my MAC again and I can't. I cannot book an engineer visit either.
I am again worried.
Saturday 11th, late in the evening, I phoned the Infinity install team, on the number I had been given, to give them my MAC. The lady in India could not understand what I was saying. I rang off apologising that I had the wrong number. Phoned again. India. Got a man on the phone to whom I explained that I wanted to give him my MAC key. He then asked me, "You have lost your MAC code?"
After much explaining he understood what I was saying. I gave him the then current VOL order number, and he said that for an Infinity install, they "Did not need a MAC key."
Fair enough. I thanked him, said goodbye and hung up.
I kept checking over the weekend and the order remained up on the site.
Monday 13th August. Morning. Logged onto BT site. My order was GONE from the Order Tracking page. Got an email and a phonecall from the lady at BT saying that she was still working on things. She had to take off the Anytime call package on my line, but leave it on the lodger's line for the time being. This "should" enable her to order Infinity on my line. I checked online later in the day, and there were order details there, but with a different order (VOL) number. It still shows that my broadband order completed on the 10th of August and my Evening and Weekend Package will complete on the 15th of August.
I need to say: Apart from the lady mentioned above, who has been superb all along, everyone else so far, wherever they are based, have been *very* polite and helpful while on the phone, just pretty useless when it actually comes to sorting the problems out. There has also been a significant language barrier on some occasions.
There were many more phonecalls on other occasions. More being passed from department to department, and more rubbish told to me than is listed above.
Luckily for you, this is all I can remember.
A new day has dawned. I still have a valid MAC, no Infinity, and no date for an engineer visit booked.
I am not optimistic. :-(
Solved!
Go to Solution.

Hi All.
Today's update.
According to the Order Tracker-
Apparently, as of Friday the 10th of August, my BT Infinity 2 service installation was completed. Funny, I don't remember an OpenReach engineer breaking in and installing an Infinity wall-plate, and setting up my non-delivered and thus non-existent HH3!
Also, about an hour ago from this post time, around 1600hrs on Wednesday the 15th of August, my "New" Evening and Weekend Calling Package went "Live". I believe I have had that package all along. One of my gripes was that I was taken off the Anytime Package.
Hang on! What's this that came in the post earlier today? Dated the 10th of August - I am being informed that my "Unlimited Anytime Plan" is being set up. Cool! Ah, no completion date, but I was told over the phone, on the 10th, that it will have gone live by midnight of the 10th.
So, have I got it, or not? Any of it?
So. Still no second Infinity line.
Yes I know, some of you poor buggers cannot even get Infinity, but thanks to my Lodger and the general incompetence of one BT department or another, neither can I!
I am posting this over my trusty 1Mbps ADS2+ line, while trying to download a 3.2GB disc image from MS TechNET. Apparently, it is going to take me nearly 10 hours at the current speed. I have at least five more large images to download.
Oh boy...

BT Infinity 2 and Email

Hi Everyone.
Just had BT Infinity 2 installed (2nd May) and so far pleased with speeds etc.
My major problem now is since the install I have had severe problems with 2 of my 3 BT email accounts. At least once a day I am having to use BT Help to fix password issues with 2 accounts.This morning i have had to do it 3 times and it is now annoying the hell out of me.
When i log on though outlook and try to download mail i get the following error message.
Task '****** mail account - Receiving' reported error (0x800CCC92) : 'Your e-mail server rejected your login. Verify your user name and password in your account properties. Under Tools, click E-mail accounts. The server responded: -ERR [AUTH] Incorrect username or password.'
I have changed the account name.
Does anyone have any ideas as to my problem. There seems to have intermittent issues over the last years with similar problems but i have never had any issues until getting BT Infinity 2.
If someone could offer advice or help i would be extremely grateful.
Cheers
Colin

Yes me too.
I followed the repair procedures and changed the password, the system came back OK for about 30 minutes. I then called the helpline and the call centre engineer talked me through the same procedure! Still the same.
I changed the password again yesterday to something completely different, and the system worked OK for 30 minutes. I did it again this morning and again it worked for 30 minutes.
As I have followed the installation instructions to the letter, and the problem appears on both my computers (main and sub-account), I think the issue is likely to be at the BT end. I was previously with Orange and had a similar problem once before, but it came and went within a week, so I can only assume it was at the mail server.
I am in the Reading area if this is of any use.

BT Infinity bill / connection issue

Our infinity connection was cut off yesterday because of a bill issue but was paid online the same day. It is now more than 24 hours since and it is still disconnected. According to our bt account page it has been resolved and is now working but that is NOT the case. We have tried ringing the bt helpline twice, both yesterday and today but both times we have been on hold for more than 2 hours with no success. Can somebody please tell me what is going on?

like i posted it sounds like the payment has not yet cleared the banking system it can sometimes take up to 3 working days
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BT Infinity Issues - Lack of ownership of 12 week ...

Hello
I have raised complaints to BT three times and phoned the helpline on at least 10 occasions and yet nobody takes ownership of the issue I am experiencing or demonstrates any interest at all in owning or solving the problem. I was told that my issue would be investigated and someone would call me back. As yet nobody has called me back. In complete frustration and due to lack of interest from anyone I have posted this message here. I am experiencing constant disruptions to the service I am paying for and yet nobody from BT seems to want to know…
I am now taking the complaint up with Ombudsman Services as the lack of response and interest in solving this complaint is quite frankly appalling. You hide yourselves behind web pages and email addresses and make it almost impossible for your customers to speak to anyone intelligent that can help solve or own an issue. I wish I had never returned to BT and will move away at the earlier opportunity. I wish I had stayed with o2.
I may write to BBC watchdog but I can just see some manager from BT sitting there telling everyone how seriously they take customer satisfaction. Yawn.
Details of my complaint follow.
There are constant disruptions to my BT Infinity Broadband caused by local power issues to the BT OpenReach Cabinet. There has been an issue with the mains power for weeks and due to the lack of mains power BT OpenReach engineers visit the cabinet every day to replace a battery that is needed to power the cabinet.
This happens twice a day and means that I lose my BT Infinity broadband twice, every day, for between 30 and 45 minutes. This happens once in the morning and once in the evening and has been now on-going for about 12 weeks. This is very disruptive to my family and I and I want to know when it will be resolved.
I have called the BT Broadband helpline at least 10/15 times and the support staff are clueless as it doesn’t involve switching my router off and on again. I have called and complained to BT OpenReach who tell me I need to speak to my service provider and that they BT OpenReach can’t help me. I have raised three complaints via the complaints web site and no response.
I seem to be going around in this continuous a loop. The issue has been on-going for 12 weeks now and I want to know when it is going to be resolved.
Could anyone from BT who is vaguely interested in solving this problem contact me or at least indicate when the issue will be resolved?
Thanks
Michael

Make sure that BT retail (your ISP) have raised the problem with the OpenReach (only openreach can resolve a problem with one of their cabinets).
I'd also suspect that poeple around you will have same issues? So maybe combine forces - they'll need to raise via their ISPs also. But the key fact is that the ISP can't repair) the actual problem - only openreach can do that.
http://www.openreach.co.uk.

BT Infinity - 3 orders, 10 wks, 30+ assistants an...

First off, this is going to be a long post, but I have snapped and have lost the will to carry on now. It is almost comical now and I'm intrigued in how much worse this can get.
I also have to caveat I work in IT service and support for a large multi-national. If I dealt with with my customers the way BT deal with theirs, I'd be sacked and the companyy would be bust!
I have a BT phone line, which had a BT Business broadband ADSL service attached to it, provided and paid for by my employer. For reasons I don't want to to go into, it was capped at 50GB/mth and 10mbps and I wanted more. I'd been patiently waiting for infinity fibre to be installed in my exhcange area, as I liked the combination of BT broadband, BT Wifi availability out and about and the added bonus was BTSport for free. This was finally all ready in March this year.
So this whole sorry mess started on March 23rd with me notifying my company to terminate the BT Business broadband and me filling in an online offer to buy BT Infinity Option1 against the phone line, paid my £6.95 delivery, £30 activation and also 12mths line rental in advance, which completed successfully and gave me the date for an engineer visit 2 wks hence to complete the install. All good so far, if only I'd known how bad this would get I would have bailed out there and then......
Apr 7th - The HH5 had arrived in the post, and I took a day off waiting on the engineer to arrive to do his thing. I'd researched online for what to expect and I was tracking progress on the BT website.
Engineer didn't show up.
Rang BT order helpline that afternoon, spoke to an operator in the Sunderland call centre, who after much investigation, said the order had completed, but only as an ADSL service. The engineer had not been booked, because the order never transferred from BT Retail to BT Openreach, she didn't know why. However, a few tests completed, she said all was well with the line, the area, the exchange etc, she couldn't understand why an engineer had been needed to come to my house, as it wasn't needed for an Option1 product and they only needed to visit the cabinet to do the changes. So she would re-order the product again and expedite the install, as it was a BT cockup, but it was late (4:30pm on a Monday ?!?) so she would do it the following day and call me back to confirm.
Apr 8th - no call back, so I call and speak to a different person (still England Call centre) who could see notes on the account, but didn't understand what was happening, but no matter she could place the order..........except she couldn't, becase she was in the Offline Sales Team and I wanted the same deal I had online, so I needed to call back to the Online Sales team instead, she couldn't transfer me. So I call another number, get through to someone who again doesn't know the history or story, but could place an order again. He said he'd sort out all the charges so i didn't pay twice, agreed I didn't need another HH5, so would cancel sending this out and would arrange for an engineer to visit the cab and do the change on Apr17th. This was as as quick as he could do it. It didn't matter I said, as I was on holiday the next week anyway, so I would all be done when I returned. Great! I also establish I'm dealing with Infinity Order management team on 01793590111 and get a service Request number to quote. Progress I think, as I find even if you dial the correct 0800 number from the website, it appears random where you actual get to.
Apr 17th - whilst on holiday, I checked the BT account website order tracking. It shows HH5 dispatched, but undelivered. It shows order complete, but curiously shows Broadband product on account as ADSL Option1 10mpbs, 2GB cap, but in the useage page, shows BT Infinity Unlimited. I'm not convinced this is correct.
Apr 20th - get home, card from Post showing undelivered parcel (another HH5), Broadband not working at all.
Apr 21st - Ring BT, get through to Indian tech team (?!?, thought I was ringing Inf Order Mgmt), try and explain situation, which is interpreted as broadband is broken. Bless him, he tries for next 1.5hrs to sort it out and he does get service back at ADSL speeds again. I tell him I ordered infinity though and he assures me that it will speed up over the next few days. He will call me back next days to check. I'm not convinced, on either the speed, the service or the callback.
Apr 22rd - No callback, no speed improvement, still undetermined service status on webpage. Call BT again, speak to another person in English call center (still rang same number as before!). Go through whole story again, she agrees its not good, but they will fix it! Says only thing she can do is place another order! I suggest it might be best to establish the root cause of why the previous 2 orders haven't worked and completed properly, plus I don't really need another HH5. She agrees and transfers me to another department (not sure where/who/why). No handover, so I have to start again with the explanation and we both agree a Service Investigation needs to be raised with BT Wholesale about why the orders are not completing. I venture my hypothesis which is that it maybe something to do with the transfer from BT business to BT Retail....possibly.....maybe? She say she will raise request and will call me back in 2 days with the answer. With a deep sigh, I agree and make a note to call BT in 2 days time!
Apr 24th - No call back, so i call them. there hasn't been a response to the request from Wholesale yet. 2 working days haven't quite elapsed, so I'm told ring back tomorrow. The callback appears to have been forgotten about.
Apr 25th - Finally, repsonse from BT Wholesale is....... there is a tag on line which indicates it is a ADSL business line, this needs removing, we need a MAC code. WTF? I explain it is a BT to BT transfer and at no point at any time has anyone asked for a MAC code. Operator agrees it is a bit silly, but will get the tag removed. This will take another 3 working days - 5 actual days due to the week. She will call me back and then we will need to order again.
Apr 30th - No callback, so I call again, get passed from operator to operator, I'm assured the tag has been removed and thereis nothing to prevent the Infinity order progressing correctly this time. I'm finally transferred to someone who can place the order. I have to explain the entire story again to him and stop him abruptly when he starts explaining about the costs, activiation charges ect, "I'VE ALREADY PAID THEM!". He says he can match the original offer online, with a bit of adjustment, but I will have to recieve another HH5, as there is no way he can place an order without sending one out. Reluctantly I agree. He is delighted to tell me he has expidited the order and he can get it installed on May 6th! Great, i say, only 9wks after I originally ordered it. he didn't get the joke.
May 6th - HH5 number 3 arrives. Watch order online complete. BBand service unaffected, all looks good as Web page is now shoing consistently as I hve BT Infinity unlimited. Great! However, speed is same as it was on ADSL.
May 7th - No change to BBand speed overnight, despite powering on/off HH5 etc. Ring BT, try and explain situation and history. They are having none of it. All looks well and I need to wait 3 days for the speed to stabilise. The point is lost on anyone that the speed hasn't changed. I can understand the stabilise period, but surely I shoudl have a speed bump with moving to infinity?!? No joy, must call back in 2 days.
May 11th - I disconnect the HH5 and plug it directly into the test socket on the master socket. I plug my laptop into it with a wire, and run speedtest.btwholesale.net and also check dslchecker. For good measure I also run the BT websites check your speed page.
1) speedtest page, shows everything is working perfectly, at the max line speed of 7.9mbps - ipprofile is 7.9mbps
2) DSLshecker shows I can get full Infinity at up to 40mbps from me local cabinet 19.
3) BT webpage shows that everything looks good fgrom exchange to house, but the speed is too slow for infinity, it indicates it is in issue in the house.
4) I believe that it is a BT issue, not mine - the order despite showing as complete - I don't think it is.
I ring BT tech support and get a script following person, who is happy to skip over the bits to get me to the test socket. he runs all his tests and after about 45mins, says it is an exchange fault and needs to be escalated to level 2 (sounds mysterious!). Someone will ring me back tomorrow in 2 days.
May 13th - Someone did ring me back, but I wasn't able to take the call. I can't ring them though, only send them a text to setup a new time for them to ring me - seems a stupid system.
May 14th - I ring BT again and get direct to a Level2 person in India. She does more tests and decides it is an issue at the exchange, so she puts me on hold and rings a colleague. Then conferences me in with a tech support person in Ireland, who tells me the infinity service was cancelled yesterday and downgraded to ADSL again. He can't tell me who, why or when (I make it clear it wasn't me!), but I need to place another order. AARGGGGGHHHHHH. I then spend 5 mins on the phone as BT argues with BT about what to do, untill I remind them I'm still on the phone and it might be better for them to sort it out and ring me back with an anwser. They agree. Level2 form India rings me back and says it needs to be escalated and that it is late (845pm) so someone will ring me back tomorrow.
may 15th - Tech support from India ring me at 1105 this morning to tell me I need to place another order to get infinity, conference me with an op in Easy Assist team to do this and then leave. I decide enough is enough and rant down the phone. Lesley from Easy Assist apologises, understands, but all she can do is place an order. She goes off to consult with her manager, placing me on hold. She comes back with someone from the Early Life team and transfers me to them, saying she will deal with it now. I then get an explanation about problems with Active assets, circuit issues, exchange problems etc, which are all preventing the order completing, but it is OK, someone is dealing with it, it will be done tomorrow..............and then I can place a new order! She can't place an order today, as it would conflict with what is happening and she can't actually help, as she only deals with orders once they have been placed!
So 3 failed orders (root causes varied, undetermined, unknown), 10wks and counting and still no Infinity. BT WTF are you playing at!
I saved the best for last - today I was told this case is currently with the "Complaints Team" and I was given a ref number. They are going to ring me tomorrow to sort out the issue and place the order. I asked when they will call - apparently they don't fix times (other departments in BT do though). I asked if I can ring them - they don't give out their number apparently. I asked if there is a name of someone to complain to - they don't give out names apparently.
So BT you've completely cocked this up, you persistently mis-direct, lie, transfer calls, won't take ownership, won't/don't call back, won't give out direct dial numbers, have ludicrous systems, bamboozle your customers with techno speak which is some cases is mi-placed, in others is plain rubbish....and you have complaints system which can't be contacted, has no name and works in mystery!
I've read that there are a team of moderators on here who can take personal ownership and sort out issues such as mine. I'm on a personal mission to make this work. I'd sorely like to deal with a single individual to deal with this to its completion now.

So - I get a txt msg this afternoon at 1630, saying my BT Infinity Install is confirmed for 27th May 1300-1800, however we will get in touch with you on 20/05 with the earliest appointment. Call 0800 800 150 if I have further queries.
I've checked on the MyBT webpage and it shows that an order has been raised for BT infinity option 1, install is 27th May, appears it is for an engineer visit now.
I've rung the number, and spoken to someone in the Indian Call centre from Order Management team, who has confirmed this and read out the notes that they had tried to ring me on my mobile @ 13:46 but no reply, so had proceeded with an order as they had my permission.
No missed phone call, no voicemail left on my mobile.
Apparently all the issues have been dealt with, the order has been confirmed, they are expediting the order and they will ring me back on 20th May to book an earlier time. Quite why they can't book an earlier time now I don't understand and he couldn't explain.
Obviously I'm sceptical, as I've heard all this before (all sorted, everything is going to work etc etc), so I ask how they know and can guarantee it is all OK this time compared to the last 3 times. Apparently they know it will work this time as the order is confirmed and an engineer will be booked to do the work in the exchange. This begs the question that no engineer has ever done anything on the previous 3 occasions.
I asked if the engineer needs to come to my house. Apparently he does to fit the fibre to my house ?!? I tried to explain for BT infinity option 1, I was sure it was just a fibre to the cabinet and that nothing changes in the house, but he was insistent that a fibre will be connected to my house. I again checked, as the original order had an engineer visit booked, but subsequently BT changed their mind and said a self install was all that was needed for the last 2 orders. Frankly I'm still **bleep** confused and I don't think they know what is going on.
Also, there appears to have been some kind of reduction made to the costs, but the way it was explained seems very odd and doesn't make any sense.
I don't feel any more confident this time than last 3 and I guess I wait until 20th May to see what happens then.
P.S - it would appear they haven't ordered another HH5 this time! No sign of it on the order form.

Poor customer care regarding broadband infinity

First of I had sky internet which was woefully slow, so I decided to go for unltd standard broadband from BT with a supposed 8meg speed. This worked ok for a couple of months but then I noticed the home hub4 was running slow & kept kicking me off & also showing a green light. After consulting with the BT tech team they assured me I was receiving 8meg & the reason it was running slow was my ps3 & the amount of other devices connected were a big drain! So I contacted BT regarding fibre optic infinity where I told them of the problems of the 8 meg broadband & was told that the reason it was so slow was my online gaming console was using the lions share of bandwidth making internet browsing for my wife impossible. So not being a computer broadband expert I took the sales persons reason as being accurate & promptly signed up for infinity with all the bells & whistles. However I wish that I had just stuck with the slow internet. The salesperson informed me that my installation date was on the 27th of March between 13.00 & 18.00. The engineer turns up as expected & proceeds with the install everything goes to plan until he tries to connect up to the internet. After 3 hours, most of which is on the phone he tells me there is a problem on the line or at the box. He also says he has reported it to his "engineers technical helpline" & that someone from BT will have to come out & fix it as he is only there to install inside the house. He leaves unable to fix the broadband warning that if it's not fixed before Friday at 19.00 it'll be Monday. On the Friday around 15.00 I call home to see if the issue has been resolved or if anyone from BT has been in contact regarding the problem. No one has called & internet still not working. So I then proceed to call BT from my mobile as I am the named account holder & I am a self employed plasterer working from my van with no landline. I then get passed from pillar to post with assurances that my broadband is working despite my wife telling me it's not. After 4 hours on my mobile I give up!!. When I get back home on Friday I call the cancellations dept where I get assurances that they can put me onto tech support who will resolve the issue. I get transferred to someone abroad again who gets cut off in an attempt to fix the issue, then calls back, then gets cut off & never calls back. I give up it's 20.00 on a Friday evening! Saturday I try again to find out what's going on as no one from BT has called! Once again I have an hour long call from tech support abroad who ask me to check router settings,check colour of router,speed test & on & on!! I thought the BT approved broadband engineer who installed the kit would have done?!?!? To have the tech on the other end of the phone triumphantly claim I can expect 69.2meg download speed. The page to check the download speed timed out! it was that slow. At the end of the call he told me the fault was on the line!!!!! To which I replied I told you that an hour ago because the BT installation engineer had already determined it required a BT engineer to fix it. The tech guy then told me the earliest engineer would get to the fault was 1 of April, 3 days away. Which I find absolutely mind boggling as to why it would take that long from the fault being reported on the 27th until the 1st for an engineer to even look at it 5 days later.... Unfortunately there was no movement on that date! Then on Sunday the 30th I get an unexpected call from BT tech support asking me to again check router settings,reset router switch it on & off to be told at the end of the conversation, the line is fine it's now a faulty router!?!?! & they are going to send me a new router. So I tell the tech that's a polar opposite to what the broadband engineer has said & I'll wait for the engineer to look first. After arguing that every single person I spoke to, until him had said it's the line or box! I did not want fobbed off with waiting for a new router & having the same problems again I asked to be put through to cancellations which he could not do but gave me the number to call. I called cancellations who told me that I would be due to pay them for the service if I cancelled & only tech could waive the cancellations fee. Unbelievable!!!!!!!. I then got assurances from the cancellations dept that the person I spoke to next would definitely be able to help me. I was transferred only to be told I have been put through to the phone tech dept & she couldn't help me & then got cut off!!!!! She called back & transferred me to broadband tech where I got the well rehearsed line of can you plug your PC into the router. I refused as I had now spent probably the best part of 9 hours of my life on the phone to try & resolve BT's problems of connecting me to the internet. After telling the new tech that under no circumstances will I be checking anything, he dropped the bombshell that Saturdays tech who told me an engineer was coming out on the 1st of April was wrong!!!!!! I was to expect a call from a level 2 tech who would speak to me then arrange for an engineer............. At which point I told him not to call me again just to send an engineer out to fix it & hung up. I feel angry,stressed & browbeaten. The points I now think about are 1) was there always a problem with my broadband & have I been duped into fibre at an almost double cost per month? 2) who can help me resolve this problem? I have asked for customer complaints & get told there is none??? 3) British Telecom have spent millions on sport! surely investing in customers needs to provide communications for them should take precedence on TV channels? 4) I never thought when ordering fibre broadband that the only device to connect my household to the internet would be my mobile phone personal hotspot well done Vodafone 4g. Coincidentally that's the only way I can post this!.

That is pretty much exactly the same problem as me, though my engineer came out on the 26th and an engineer has apparently been booked to have a look at the cabinet and the exchange on the 2nd of april wether that happens or not only God knows. BT have just left me feeling like theres nothing I can do and if im stuck in a contract with no internet for the next 8 months theyd still be nothing I could do about it. The problem is there is no customer to advisor understanding. They all read from the same book but come out with different excuses each time. And ive found out they tend to lie to you just to het you off the phone because they no full well youll never be able to track them down through complaints. Let me no if it gets sorted mate.

Appalling customer service. Problem with Infinity ...

Placed order for upgrade from Bt Broadband to Infinity 1 on Tuesday 19th March. Was given installation date of Tuesday 26th March (Today). All started well when engineer arrived at 9am. He had already done the necessarys in the cabinet up the road so fitted the new master socket and connected the new modem to my existing BT Home Hub 3 (installed last march and been working OK ever since). Well all the lights on the modem came on OK but the hub would not connect to the internet, the 'B' was orange. Nothing he did would make it work. He went away after 2 hours, most of wich he had been on the phone to BT trying to sort out the problem to no avail. He came back a little later and sid that he needed to reconnect my old copper connection as another department needed to come out to sort it out. The impression I got was that they would be back later today or maybe tomorrow. How wrong could I be. Despite my landline being registered as my preferred contact number I later received a text message saying BT had tried to call me to tell me that my new installation date is Thursday 11th April!!!!! That's over 2 weeks away. I was fuming at this delay and not even being consulted as to whether this was convenient.
I phoned the 'helpline' number (laughably misnamed) and after going through the usual Indian call centre finally got through to a guy in UK who said that he could offer me a better date of next Tuesday, 2/4/13. Obviously I was still unhappy with this offer since as far as I was concerned they hadn't finished what they started today so my existing installation was still outstanding. Wrong again - BT has closed todays installation (how can they do that when they haven't finish????) and I have to wait for the next available date for a NEW installation.
Well, after a prolonged discussion and much banging of head against a brick wall I had no option but to accept the next tuesday date.
Why should I have to wait another week? I would expect them to prioritise my installation and sort out the problem ASAP not just push me to the back of the queue. I feel that now they have my money they don't care that I don't have what I ordered when I expected it and what can I do - NOTHING.
My thoughts are that there could be a problem with the fibre socket on my hub but as the engineer doesn't supply the hubs he couldn't try another to eliminate this. If I have to wait a week only to get someone turn up with a new hub, try it and it works, I will be absolutely livid. That could/should be done NOW.

Well thought I'd give you an update on my Infinity installation.
Quinn engineer arrived this morning about 10:30.
He had no knowledge of the previous aborted attempt to install Infinity last Tuesday. I had to fill him in on the story and the problems as I understood them.
He disappeared off to the cabinet to reconnect the fibre.
He returned. Connected everything up. Home Hub still showing orange light.
Looks like the fibre socket on your Home Hub may be faulty he says. Goes out to van, comes back with new Home Hub. Connects it and hey presto all is working wonderfully.
He left less than 30 mins after he arrived.
Of course I am delighted to finally be connected to Infinity but I am outraged that it was so simple to put right. I even suggested to the original engineer last week that it could be the hub faulty but he didn't carry a spare one to test it. He was going to try to get a spare hub but was told by someone at BT not to as it was unlikely to be the problem.
So I have had to wait a week for someone to fit a new hub when it could have easily been done last week.
My questions are:
1 - Why don't your engineers carry a spare home hub?
2 - Why was the original installation appointment closed when the job was not completed?
3 - Why did I have to have a new appointment (originally 16 days after original date), effectively putting my unfinished installation to the back of the queue when a 30 min visit the same day or the following day would have sorted it out?
4 - Why was the first engineer not allowed to get a replacement hub to see if that would help?
5 - Why when today's engineer arrived did he have no prior knowledge of the 'problem'?
6 - Why is the online order checker not updated? It has shown my 'new' appointment as Thursday 11th April right up to today. Wrong information is worse that no information.
I'm sure you can understand that I am far from impressed with the utter shambles that BT has created over this installation and think, at the very least, they should consider refunding my installation charge as a gesture of goodwill.
As I feel at the moment I am very unlikely to recommend any of my friends and family to commit themselves to a contract with BT.

BT Infinity is slower than ASDL for me...

Hello,
I recently upgraded to BT infinity from BT Broadband Option 3. I have never had better Internet speed or service than with BT Broadband, so when I received a phone call to say that BT Infinity had been installed in my area and that I could recieve speeds up to 8x faster than my current speed and only for £1 more than I was currently playing, I snapped it up!
I can honestly say that seems to have been a mistake, the speed on infinity is lousy not only on my laptop, but on my phone and my sister's phones. I cant even load videos or most websites including Hotmail and youtube, pictures (even low resolution) take forever to load, its a miracle that I managed to get on here! My younger brother has even noticed a lot of lagging when playing his Xbox online that he finds the games unplayable. Again this never happened before Infinity.
I'm also lucky if I can get higher than 5.5mbps anytime of the day. I have passed the 10 day period that BT advised about but nothing seems to have changed. Its got to the point where I really want to go back to ASDL. I have read this forum and looked at what other people have said about turning off the Home Hub 3 for 30 secs before restarting which I have done. Even though I am connected wirelessly I never had a problem before and when I connect directly through a cable and disable the Wifi on my laptop I still have trouble!
I will be phoning up the helpline again tomorrow but they are as useless as a chocolate teapot. so hold very little hope of them being able to sort it out. If anyone can give any other advice I would be most grateful. It amazes me just how much I have come to rely on the internet; from making purchases to chatting to friends, I can t do these things now and its frustating to say the least.
Paul Roche
One very frustrated BT Infinity Customer!!
Solved!
Go to Solution.

Hi Raichutamer,
Welcome to the forum and thanks for posting. I'm sure we can help with this. How are you connecting? Wired or wireless? Can you run the speed test "details at
www.bt.com/help/infinityspeedtest" and post the details along with your router stats.
Cheers
David
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

BT Infinity Problems

My BT Infinity line was up and down and getting more and more unreliable and in desperation I rang BT help line on the 31st October and raised the fault.
A very frustrating process with support staff not listening and generally talking over me as I tried to explain the fault.
I was promised a call back and heard nothing for a week, I then rang again after several 30 min plus waits in queues got through, the slightly more helpful support person this time decided he needed to pass me to the infinity department.
I asked why nobody had rung and was told we have tried several times each day ! what numbers I asked they then quoted a land line number and mobile which were not mine ! I was then asked if I had changed my number and trying to keep calm responded no of course not it was a new line I ordered just for infinity and as supplied by BT.
The infinity support person then promised to investigate and ring me back , this didn't happen.
I rang again and had to go through 15 mins of resetting routers and modems before I was passed to second line support who said yes I had a line fault and "engineering " would ring me back, "engineering " didn't ring back and I called again.
This time another 15 mins of router and modem resetting the second line support person tested the line and cut me off, I had enough at this point so decided to call again the next day.
After several more calls which were tedious and repetitive result ! and engineer is coming and duly turned up.
The BT Infinity line of course was up at the time and he then swapped the modem saying he had to swap it anyway and left.
About 10 mins after he went the line dropped and stayed off for about an hour I rang BT helpline and they said oh dear we will monitor it.
It is now 14 days since I raised the original fault and am no futher forward, the line speed is fine when working but is up and down and not at all reliable.
I cannot face calling the support number anymore and know my patience will snap and will be rude which I don't want to happen.
I am seriously considering cancellation even though am in a relatively new contract.
Help !

Hi,
I'm assuming that you are connecting wired and not wirelessly.
If wired, drop the mods a line via http://bt.custhelp.com/app/contact_email/c/4951
If it's a wireless connection, come back for more advice from the forum.
The mods are a small band of BT employees based in Northern Ireland, they are very overworked but should come back to you within 72 hours.
Michael

Infinity and Ipad incompatability?

Hi folks
Some months ago, I upgraded my system to Infinity. After some initial problems ,it is generally superb giving download speeds of up to 70/80 mps with upload speeds of around 17mps. I use an Imac and a Samsung 10 tablet without any issues of any kind.
However, ever since the change my wife's Ipad 2 performs poorly. It drops out a number of times every day. without fail. Watching the BT Helpline videos they state that the new Hub5 (installed) automatically switches between wireless settings 2.4Ghz and 5Ghz, and that the newer equipment works faster the nearer it is to the hub (and implies that the older equipment works merrily away in the background as it always did at its' slower speeds).
If I understand correctly the Ipad 2 is 2.4 Ghz, and it also generally happens to be used in the lounge which is as far away from the hub as you can get. That being the case, shouldn't it happily work away at 2.4Ghz as it did last year, before the arrival of Infinity?
I don't understand why, if these gadgets are automatic, and are couple of switching automatically as required, does it need some sort of manual intervention to make them work properly. Have I misunderstood the meaning of automatic?
I don't have a technical mind and have got completely lost in reading some of the solutions in other postings.
Can anybody help a complete numpty to understand, in simple english, what I need to do, and why, to avoid any more domestic ear-ache.
I would welcome your sympathetic responses.
regards
John

As far as I am aware the iPad2 to can use the 5Ghz frequency. Some devices and in particular Apple devices seem to have a problem with the dual frequencies having the same SSid (name). Try giving the 2.4Ghz and 5Ghz frequencies different SSids. Just add a 5 to the end of the 5Ghz SSid so you know which is which. Check the 5 GHz Sync with 2.4 GHz: is set to NO.
Once you have done that "forget" the connection and then restart the ipad and log onto both. The ipad should then automatically switch to the strongest signal.
You'll need to connect your other devices that can use both frequencies to both SSids if you want them to be able to use both/either frequencies.
See this link
http://bt.custhelp.com/app/answers/detail/a_id/44798/~/i-have-problems-connecting-5ghz-and-dual-band...

Infinity - Poor; so poor it needs investigating

another national lottery...
and another national disgrace
broadband working fine - pestered to upgrade - several letters and "offers" - ahh ok then lets see i thought....
14th november - we'll have you up and running today... epic fail
13th december - text - ooops didnt we tell you? ah we meant we'd have you up by the 18th december
18th december - internet connection dies
18th december - call to helpline - diagnostics show my modem isnt turned on - er it's glowing and flashing orange...
19th december - called to helpline part2 - manager this time - 82 sorries and can we send an engineer when you're working and it's convenient to us and not to you? or can we charge you £265 if youre not there during a day when we wont specifiy what time we'll be there -
Solution - let's wait until 22nd december and see if the fault clears if you cant be there when it's convenient to us ie BT and not to you
Asked what have i dont wrong? is it my fault that this is not working = your fault for not letting our engineers come round when it's really good for us and really bad for you - so your fault for NOT taking a day off work unpaid and letting us solve our issues
Who the hell is the customer here?
Solution = cancel and go Virgin
Go on BT i double dare you - reply -

"broadband working fine - pestered to upgrade"
That sounds very familiar! I had the same thing. A perfect rock solid ADSL2+ connection that never had LOS and was a constant 15Mbps.
However, The Infinity connection seems to be settling down a bit, Albeit a good bit slower than what I was promised.
I wouldn't go back to Virgin Media if they were the only ISP in the UK. They were a nightmare to deal with and their service( If it can be called that) was appauling.

Bt Infinity helpline...

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