BT Infinity in the village - or is it?

Hi,
BT Infinity is in my small village - and I want to get a slice of it..... My neighbours are signing up and I visit the BT site to be faced by a message that says it is not available in my area?
I am perplexed - for the road I live on I checked the adress checker and numbers 21+ can have infinity. I live at no 5 and when I call in to the Customer Care they tell me I'm probably on a different exchange (ad nauseum - they have no clue). My heighbours and I are cabled to the same cabinet, physically we are less than 50m apart.
What is going on? This is my lifeblood as my wifes small business and my ability to work from home and not spend 1hr45min slogging up to London.
Is there a mistake in the Openreach records, my house was built in the 1980s - so cabling is relatively new (same as my neighbour). The SamKnows site say it is available - where can you go to find out?
I read the FAQs - the Wholesale checker thinks I'm not even a BT customer (have been to 15 years) thats where I get my 1MB Broadband from (speedy heh!).
The whole thing is frustrating - BT block any attempt to ask any questions - I just feel so upset.
Where can I get help?
regards TW

Hi tonywardie and welcome to the forum, as i found out of recent, people on the same road, or even postcode can be attached to 2 different exchanges which is unusual wiring in my honest opinion.
If you let us know your postcode, i can do some checking for you.
If you want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution

Similar Messages

The rest of the village can get infinity, but I ca...

So basically the local exchange has been enabled and the cabinet in the village has the super fast broadband sticker on it.
When I put my details into the bt and openreach checker it says that infinity isn't available, it also doesn't give a cabinet number. But when i put in other peoples phone numbers from the village it says it is available.
I'm on the 'scampton' exchange, everybody else from the village appears to be on cabinet 5, but my number doesn't show a cabinet.
What does this mean, have i got a exchange only line.
I phoned BT it find out what cabinet i was on, but they couldn't tell me anything, only to phone openreach which is harder said than done.
Also when i do the online checkers it says I get 2mb download, but thats way out, 90% of the time i get a reliable 6-7mb.
Can anybody help if i message my phone number and postcode?
Many thanks
Solved!
Go to Solution.

Cabinet 5 seems to be a PCP outside the exchange building which is installed and Linked with a DSLAM cab to enable FTTC, so it looks like this cab is for EO lines.
Cab5's FTTC DSLAM is also AO for FTTC.
What does the BTWholesale database say for your address via http://dslchecker.bt.com/adsl/ADSLChecker.AddressOutput
Is their a cab number?
It could be that your line hasn't been migrated to Cab 5, or the database hasn't yet updated
jac_95 | BT.com Help Site | BT Service Status
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Every street has BT Infinity in my village apart f...

Hi,
I have recently moved to a new house in a village in North Yorkshire called Spofforth. The Cabinet here has been updated to fibre optic and I have checked other address and they can all get BT infinity. According the the accepting orders spreadsheet on the Open Reach website my cabinet is -
MYSPO
SPOFFORTH
FTTC
Now
Harrogate District (B)
What I want to know is, will I every get BT infinity, or will my road never be connected? There are houses at the back of my garden that have BT infinity right now. These houses are less than 20 meters away from my house.
I have found it impossble to get a contact email or number for Openreach and whenI have spoken to BT they have said that I must ask them for an update.
I know of at least 3 other people on my road that want to get BT infinity.
What options do we have to a) find out if our houses will ever be conencted, b)collectively get toghher and petition openreach to connect our road if they aren't going to connect us.
I am currently on BT broadband with average speeds of 3mbs which is completely useless for streaming HD videos/movies and having more than one person on youtube at the same time or playing online games.

If you use this checker it will tell what cabinet you are on and what services it can receive. If it is the same cabinet as your neighbours that already have Infinity you should be able to get Infinity unless the cabinet has no capacity left.
http://www.dslchecker.bt.com/adsl/adslchecker.welcome
Up until recently you could email Openreach and ask when your cabinet was likely to be upgraded however Openreach are no longer giving out that information, instead they are replying:-
Thank you for your contact to us. Please note that we will not be responding to you by email but, would like to point you to the Openreach Superfast Fibre website and the FAQ section that will provide answers to the most commonly asked questions. It will also provide links to those service providers that sell fibre broadband at the moment so you can check if your particular line is enabled.
http://www.superfast-openreach.co.uk/where-and-when/
So in short, you just need to keep checking to see if your cabinet has been up graded.

Drop calls at our home in The Villages, Fl

Recently relocated from one home to another in the Villages, Fl and seems our cell phone get drop calls and people saying they can't hear us...if we go outside it doesn't seem to happen as often..I called Verizon and they recently told me to hit ### when this happens and I have been doing that..but yesterday they called to say I haven't hit ### enough times for them to follow up on this..most annoying when you are talking to people about your medicial coverage and in the middle of the call it goes dead!! why can't they just look into this problem??? I think it is tower related..some of the neighbor also have this problem with Verizon cell phones..i told them to start hitting ###...would like t

First question is why you even signed up for a company that has no service at your home, but that is another discussion I suppose.
You can get a network extender from Verizon, have you talked to Verizon about this? You will need home internet for that to work.

Signal drops inside the villages in LENOVO A7000

No signal(signal totally drops) inside the villages..works well in all other phones why???...pls reply me..
Any update for this issue..

Does anyone know who puts those "solved" thingies on these threads? If so, tell them to stop doing it. This gives a false idea, that a specfic problem was solved then the issue is in fact not known. Solved implies that an issue was fully investigated and and fix was found - it does not mean that a problem went away for a couple of days.
Re loss of 4G, note that Verizon's 4G operates in a completely different frequency band at 700 MHz , not the 1900 MHz 3G/voice band. The 700 MHz band has quite different transmission and interference issues. Try to identify any changes in your environment that may affect performance. Weather, construction, humidity, location, etc. Also, let us know the signal strength and SNIR reported (mouse over the green bars and you will see those numbers). Thanks, Dave

BT Infinity : Installed the Draytek Vigour 2850n t...

I have just upgraded to this beast, and so far it seems nice, just follow the 2750 instructions to connect to Bt Infinity including the space as the password, and away we go, this is what it all looks like before any tweaking has occured.
VDSL
Link Status Showtime
Firmware Version 1411f0
Basic Status Upstream Downstream Unit
VDSL Profile 17a
Actual Data Rate 9999 39985 Kb/s
SNR 222 159 0.1dB
Advance Status Upstream Downstream Unit
Actual delay 0 0 ms
Actual INP 0 0 0.1 symbols
Actual INP 0 0 0.1 symbols
15M CV 0 0 counter
1Day CV 10880 0 counter
15M FEC 0 0 counter
1Day FEC 301690 4 counter
Total FEC 301690 4 counter
Previous Data Rate 0 0 Kbps
Attainable Rate 27452 77726 Kbps
Electrical Length 87 87 0.1 dB
SNR Margin 218 218 (US0,--) 0.1 dB
SNR Margin 216 159 (US1,DS1) 0.1 dB
SNR Margin 224 158 (US2,DS2) 0.1 dB
SNR Margin N/A 159 (US3,DS3) 0.1 dB
SNR Margin N/A N/A (US4,DS4) 0.1 dB
15M Elapsed time 324 324 secs
15M FECS 0 0 counter
15M ES 0 0 counter
15M SES 0 0 counter
15M LOSS 0 0 counter
15M UAS 0 0 counter
1Day Elapsed time 1224 1224 secs
1Day FECS 7526 2 counter
1Day ES 10012 0 counter
1Day SES 27 0 counter
1Day LOSS 0 0 counter
1Day UAS 1472 32 counter
Total FECS 7526 2 counter
Total ES 10012 0 counter
Total SES 27 0 counter
Total LOSS 0 0 counter
Total UAS 1472 32 counter
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------BT Infinity 2 | 80/20 | SamKnows™ Infinity 2 Member | (EASBF)
Stephen

As this is your first visit to the forum, I am assuming that the "BT Care" is not the same people who moderate this forum, as you would have needed to have an existing thread on the forum.
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Bt Infinity and the Lack of Customer Service

Hi all,
I have been sitting patiently waiting for my area to become connected to BT Infinity. According to the map on the BT products and services site, this should have happened on 31st December. I keep checking regularly and no updates.
So today, I took my life in my hands and went to the online customer 'service' where of course I was routed through to the call centre in India. I asked my question, IE when will it be coming. I explained my reason for asking..... and all I got quoted back was that it isn't available and they will let me know. Errr yes, I know that I explained.
For the love of God could we please bring customer services back to the UK where a basic understanding of questions and answers is available? If this was a one off with the call centres then I would be more understanding, but lets face it. It isn't a one off. When I say things like this, I get the nasty little devil on my shoulder whispering that I am some kind of heinous racist. I'm not.... I just want to be able to communicate with someone who understands the question and has the ability to say 'I don't know but I'll find out' as an answer. Rather than reading from a script and saying thankyou every other word..
Grrrrr fume fume.
So I thought I would send a complaint via the website. Guess what, the link for the customer service manager takes me back to exactly the same place I went to get the help in the first place.
I give up.

Hi there
I don't want be a moaning minnie but I have to agree about the appalling BT Customer service. I had Infinity installed (quickly) 3 weeks ago. There is a problem with my throughput so my download speed is less than 2 MB/s. Dealing with BTIndia is like being trapped in an endless Kafka play. Polite, apologetic and UTTERLY USELESS!!!! 21 days of being passed from department to department, have my case "escalated" to a higher level (how many levels of escalation are there anyway?) and nothing is done. Endless pointless promises unfullfilled. The irritating dire quality of this so-called "Support" has long since supassed the irritation caused by the initial fault. IF YOU DON'T KNOW HOW TO FIX THE PROBLEM DON'T PROMISE THAT YOU CAN!!!!!
I pray that you have a faultless installation and service because you sure as **bleep** don't want to deal with their "Customer Service"
Sorry. Are you picking up a certain degree of frustration?
Good Luck
Mark

BT Infinity, what the hell is going on ?

For the last two weeks my connection has been dropping
After four phonecalls and over 3 hours on the phone in que's it is still happening and I'm so close to just cancelling the direct debit and telling BT to stick it.
What the hell is going on with BT infinity service
It's utter **bleep** now

Your posts do not go to BT
if you have a hh5 can you go to hub manager then troubleshooting then helpdesk and post 1-12
can you enter your phone number and post the results. Remember to delete number. https://www.btwholesale.com/includes/adsl/main.html
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Is Infinity worth the money

Hi What it is, I can get 6mb broadband, and I have been told that i can get infinity, with 20mb download, with 2mb up load with Option 1. Is it worth the £50 ( One off ), and the £19.99.

It depends how much you download or stream video. Although according the the engineer that installed mine, BT is being very cautious on its speed predictions on Infinity, he said every line he'd installed had hit the full 40mbps regardless of what the speed predictions said, so I'd say expect alot more than 20mbps.
There may be a case though, with option 1 that you'd exceed you're usage limit quite easily!

Has Infinity killed the phone line? PLEASE advise ...

Please advise on this connection problem if you can, it is causing much stress for my elderly parents. They are worried about a £129 charge for calling out an engineer, as far as I can see the engineer's visit would qualify as free but I need a more informed view.
Apologies if this all appears a bit longwinded but I know details can be important so will tell it as fully as I can!
+++++++++++++++++++++++++++++++++++++++
My parents had BT Infinity 2 with HomeHub 5 installed a week or so ago. I couldn't be there for the installation so the night before I disentangled their current HomeHub 2 and associated cables from other equipment and left it, all still connected and plugged in and working, in the middle of the spare bedroom floor (where the new installation was to be done) so the engineer would easily see what was already there and what he had to deal with.
On visiting the evening after the Infinity was installed, I was told that they had been having terrible problems getting their laptop to work wirelessly on the new connection and had earlier been on the phone to BT for an hour trying to sort the issue. When I looked in the bedroom I found the old hub all still plugged in and transmitting, this was apparently confusing the laptop, I completely took out the old hub and then the laptop found the internet no problem.
So it all appeared good, the next morning my parents then went on holiday for a week and when they got back yesterday they found that there is no phone line connection. The broadband is fine, just no dial tone regular phone line at all. Dialling the home number from a mobile gets the normal ringing tone on the mobile, but nothing happens on the home phone.
I tried taking the phone base station (Xenon 1500) out of the downstairs extension socket and plugging it directly into the new Infinity wall socket and still nothing. I took the cover off the wall socket and plugged the phone into the test socket inside and their is still nothing.
++++++++++++++++++++++++++++++++++++++++
Now I'm guessing the the phone line was still previously ok after the Infinity installation because it was working through the old hub and when that hub was disconnected the line went dead at that point but no one noticed becuase they went on holiday right after that. I can't try reassembling the connections the old way to see if the phone works because I'm not even sure where all the cables went to!
But shouldn't plugging the phone right into the test socket be a clear test of whether there is a fault with the line? But there is no dial tone at all. Is it possible that by disregarding the installed phone line and hub the engineer has neglected to do something to make the new line work for the phone?
As I said, this is causing quite some worry so any hints would be much appreciated.
Solved!
Go to Solution.

Well I have somehow fixed it, I took out every cable and extension and started over and the phone line is back. I'm not sure but it may have been because the ADSL filters had been left in the line and I have read that the fibre optic line doesn't use them. I really don't know though, so only mention it in case someone in future searches the forum and sees this thread. Try taking out ADSL filters if the installation engineer hasn't done it!

BT Infinity and the Master Socket - will they / wo...

It seems that they won't. Well not unless you pay. Like many others posting on this forum, I was seduced by Infinity, but then confused by the requirements of installation in respect of the utilisation of the master socket and subsequent location of equipment. My house is typical of the problem - master socket downstairs front of house - wanted equipment sited upstairs back of house. Didn't want an extension draped around the place. I needed to know: 1. Can the master socket be moved? 2. If it can be, is this part of the istallation? 3. If it is not part of the standard installation is there a cost associated with it? 4. What is the cost? Sounds straightforward - it wasn't. I won't bore you with the frustrations of BT customer services, these are well documented elsewhere on the forum. Suffice to say, I have decided not to go ahead with my order. Not because of the content of the eventual reply, but because these frustrations. Anyway, I did eventually get a response by using the complaints route - as BT seen unwilling to share this information, I have. Hope it helps. RESPONSE FROM BT COMPLAINTS DEPARTMENT: The power needs to be plugged into the master socket so that the engineer can plug in your new Hub and Openreach fibre modem. If you haven't, no problem. Your engineer can run an Ethernet extension cable (up to 30 metres long) from where you can plug in your Hub and Openreach fibre modem back to your phone master socket. This extension can only go along walls - not under carpets or floors. If this is not suitable we can arrange a shift to be done, to move your master socket to a position of your choice. This would involve a one-off cost of £130.00. So there you have it.

@john46
'the engineer can convert an existing extension into a master for free or run a data extension also free'
Depends on the type of cable really, if its 'phone wire', you know those thin strands of copper coated steel then that would kill the broadband.
Also most peoples extensions are the untwisted 10, 15, 25, etc metres reels you can buy from a supermarket, again not ideal for ADSL Broadband, let alone FTTC.

Help! If I get infinity does the engineer HAVE to ...

Here's the situation, my internet is slow as fu**, especially my xbox, currently I have it on a wireless 5mbps connection. I heard and have seen that you don't get your full speed on a wireless connection. I have one telephone socket (master) downstairs, and I am not having a wire running on my stairs looking a mess. What I wanted to know, could the infinity engineer install an extra telephone socket upstairs when he comes? I know this would cost extra but how much? Oh and does anyone know when infinity is in my area? I won't give you my address but I live in hattersley mottram?

To get Openreach to install an extension will cost you around £130.00 you could try using Powerlines to connect from the infinity kit to your PC?Xbox this link explains more
http://forumhelp.dyndns.info/networking/powerline_operation.jpg as to weather Infinity is available you can check on the BT.COM website if you try and place an order for infinity
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

BT broadband (not infinity) and the package with M...

Can i get MTV without having infinity? I dont really need infinity but would like MTV and have looked so many times and tried different ways to add it but can not figure it out
It says i can add it then when i try it it says nothing more about it

Without Infinity, no you can't.

BT Infinity The September Exchanges ?

Hi Have A Question About The Exchanges Receiving BT Infinity On 30th Of September 2011 . The One I'm Wondering About Is Stirling,Scotland . Is The Whole Of Stirling Able To Have BT Infinty Or Just Stirling City Center As I'm In A Village 2 Miles From Stirling City Center Named Fallin And My Exchange Is In Bannockburn But Which Is Still In The Stirling Area .Will I Be able To Receive BT Infinity At My Location ?

Hi , you will only be able to recieve Infinity if when you enter your telephone number into this checker it tells you so:
https://www.btwholesale.com/includes/adsl/main.html
Your local telephone exchange being enabled for Infinity is the first of many steps.
If the exchange is enabled you also need your Local cabinet to be enabled.
There should be one of the new fibre cabinets like this:
in close proximity to the old green cabinets.
These have to have electrical power supplied to them, they have to be tested, commissioned and handed back to BT before they are ready for service.
This can take months from the date the cabinets were first installed.
Thats the good news.
Now for the bad news:
Your exchange is FTTC status: Not available
In other words your exchange is not Fibre enabled and there is no date published for it to be.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Ask the Expert Live Discussion – BT Infinity

Hi All
I’m pleased to announce our next live discussion with some BT experts! It’s on a subject that is of great interest to many of you – BT Infinity! We’ve recently announced the changes to the BT Infinity service and thought it was a great chance to get our Infinity experts on to the community to tell you a bit more about that and answer any Infinity related questions you may have.
Our experts Charles and Martin will be chatting with you on Tuesday 15th May at 7pm.
The format is pretty simple – simply come back here on that date and the box you see below will turn into an area where you can submit your questions. Enter your email address in the reminder section so you don't miss any of the chat.
BT Infinity Expert Chat Transcript
(05/15/2012)
7:00
KerryG:
Hi Everyone, let’s get the chat started! Welcome to our live discussion with our BT Infinity experts.
7:01
KerryG:
Today we are joined by Charles and Martin from the Infinity team. Welcome everyone!
7:01
KerryG:
Today’s chat is tech focused on BT Infinity, so if you have any individual service queries, we can’t answer them during the chat, sorry. Those queries can be raised in the forum as normal. This chat is focused on the Infinity service itself, all comments will be moderated and the usual forum terms apply.
7:01
Charles:
Hi everyone!
7:02
KerryG:
We have our first question...
7:03
Comment From GedGed:
my wired infinity speed is 54 kps but I can only get 20 when wireless - any way I can improve the wireless speed - Thanks
7:04
KerryG:
We're typing up the answers, so bear with us as we get the answers through to you...
7:05
Charles:
Hi Ged
• Upgrade your computer to ‘N’ standard wireless hardware. If needed, buy a suitable N wireless adaptor from BT atwww.bt.com/nwireless
• Keep your computer streamlined eg. by running our ‘PC Healthcheck’ app (part of BT’s Desktop Help software atwww.bt.com/desktophelp)
• Reserve wireless for mobile devices, use Ethernet for main computer
• Consider powerline adaptors for longer ranges
7:05
Comment from
john 46
hi all
7:06
KerryG:
Hi gooch - thanks for your question, but this is an Infinity tech chat so we need to keep it on topic if you post in the Phones board there's lots of helpful community members that will help you out with your query
7:07
Comment From Neil Potter
How soon after an exchange goes live with Infinity will BT allow other providers to sell Fibre To The Cabinet services from that exchange? My existing ISP is waiting to announce pricing details to me so I can make an informed choice. Thanks
7:08
KerryG:
Hi John Good to see you on the chat - who else is here?
7:09
Comment From Chris
Hello world.
7:10
Comment From Helen
hi all.
7:11
Comment From Paul
Are we able to get fastpath on BT infinity,or will this ever be available ?
7:12
Martin S.:
i Neil. When Openreach enables an exchange for fibre, all internet service providers are able to use that service equally - so other ISPs should be able to offer their fibre products at the same time as BT Retail's Infinity product
7:12
KerryG:
Thanks for all the great questions coming through guys... answers being typed as we speak!
7:13
Charles:
Hi Paul, We don't support Fastpath on BT infinity at the moment, I'm afraid.
7:13
Comment From Helen
I've recently upgraded to Infinity 2. The ethernet connection is fine, but the wifi is constantly dropping. I have an old Homehub 2 , which we had for total broadband, will it work, so I can test the wifi.
7:14
Comment From Simon
Hi all
7:15
Martin S.:
Neil - also its worth remembering that when an exchange is enabled for fibre, this does not automatically mean that all cabinets and lines connected to that exchange are also enabled, which might explain if your exchange has been enabled but your line is not appearing as eligible yet
7:16
Comment From Kevin
Whats the upgrade path from fttc to fttp does it mean a new contract or can we just expect it to migrate?
7:17
KerryG
Out of interest...are those on the chat existing Infinity customers or people thinking about it?
7:18
Charles
Hi Helen, your wireless should work ok on your Hub 2, though our more recent Hub 3 is better. If you're expereincing drop outs, it's usually a sign of radio interference. Have you any powerline adaptors you could use instead?
7:18
Comment From Neil Potter
Thanks Martin - Workmen recently dug up the path outside my driveway to install FTTC so I know it's there  My exchange goes live on 30th June - I can't wait!I have another question: I'm in the process of consolidating my TV, Telephone and Broadband into one bundle. The "BT Vision Unlimited" looks ideal.
7:19
Comment From Paul
Is there a estimated date that fast path will be available ?
7:19
Martin S.
Hi Kevin - Due to the structure of how fibre has been deployed, your line will either be FTTC or FTTP; there is no way to change your technology type. If you mean 'how do you move to the faster 80mb product (on FTTC)?', this can be done using the links on BT.com
7:19
Comment From Helen
I'm an existing customer.
7:19
Charles
No, 'fraid not, Paul.
7:19
Comment From Neil Potter
thinking about re-joining BT just for Infinity product(s)
7:19
Comment From Paul
existing customer here
7:20
Comment From Chris
I've recently ordered my Infinity package, installation is due the 22nd.
7:20
KerryG
Great to see you all on here... roll on the 22nd for you Chris
7:20
Comment From Kevin
Why are you fitting 2 separate items a modem and a wireless router? cant we have a combined unit, without the need for 2 adaptors and sockets its not the tidiest install
7:21
Comment From Chris
Regarding the Infinity installation, is it mandatory for the BT O/R Engineerer to have access to your PC?
7:22
Martin S.
Hi Chris - It is not mandatory, but we recommend allowing the engineer to show you on your own equipment your fantastic new speeds!
7:22
Comment From Simon
hi, im trying to setup port forwarding to my old draytek, as it has more powerful wirelelss capabaility then the bt homehub, is it possible
7:23
KerryG
Hi Simon - that sounds like a great question for the forum boards, the Draytek is not a BT product so we can go into detail here in this chat, but there will be lots of people who i'm sure can help in the forum.
7:24
Charles
Evening Kevin, for BT Infinity is based on thecurrent FTTC product offered by BT Openreach, which comprises the VDSL modem provided by Openreach and the Home Hub 3 provided by Retail. If/when Openreach move to supporting a single box solution, then we would look to moving to that. Openreach will shortly be trialling this.
7:24
Comment From Helen
I've already checked there's nothing interfering with the Hub.
7:24
Comment From Helen
I don't have a Hub3, both the one that is currently connected, and the old one I have in the box are Hub 2.
7:25
Comment From Chris
Yes, going from 3mb to an estimated 50mb+ is quite the upgrade, I would even be happy if it was merely a 10MB upgrade. - If I remember correctly FTTC is around(if not the same) price as standard broadband these days.
7:26
Charles
Helen - could you post your issue in the Bt Infinity forum and one of our mods will look into this for you.
7:26
Comment From Kevin
My install is planned for the 28th May my question is i have my master socket downstairs directly below the room i want my fttc modem installed is it possible to have the modem upstairs with the extension cable ?
7:27
Comment From Mike B
I have an istalation question. I understand that the modem for Infinity needs to be sited close to the BT phone socket. Am I right in thinking that the modem is then connected via a Cat 5/6 cable to the wireless router situated elsewhere in the house? Does this impact on the speed?
7:27
Comment From Helen
Ok charles, I will do..
7:28
Comment From Neil Potter
On the subject of Powerline Adaptors (PA's) - I have a unique setup here at home whereby I would need to utilise 4 x PA's. Are there any known performance issues sharing data, experiencing latency or dropped packets from Desktop PC's all connected via PA's at the same time?
7:28
Martin S.
Kevin / Mike B: The engineer can use an extension cable up to 30m long to help position your equipment where you want it - this should not affect your speed.
7:29
Comment From Eric Simpson
I have bt broadband .. I am currently getting 3M download. I have two "estimates" from the BT site. One says I should get between 10-17 ... the other which does some sort of check/diagnostic (and appears to be the real thing) says I should get between 1-4. We are meant to get Infinity next month. How would that impact me?
7:31
Charles
Hi neil - good question. I've found from experience that powerline performance is very much dependent on the adaptor manufacturer and your home environment, specifically how 'clean' your electrical spectrun is. All I can say is give it a try. That said, i would always recommend an Ethernet connection for the fastest and most stable speeds.
7:31
Martin S.
Hi Eric. You can find your predicted BT Infinity speed (if it is available on your line) at bt.com/infinity and entering your number into the availability checker
7:31
Comment From Simon
hi, really I'm just asking a tech question - can the bt home hub port forward?
7:32
Comment From Eric Simpson
Does my question pop up only when it comes up the queue?
7:33
KerryG
Hi Eric - Yes, they will flow in as they get answered - it helps to make the chat easier to read as the Q & As flow in a reasonable order.
Great questions coming through... lots more to get through...been a quick 33 mins!
7:33
Charles
Hi simon - I'm assuming you're talking about the Hub 3 (our latest Hub). Yes, it does support port forwarding. You can set this up via the configuration menu in your Hub. See instructions in your Hub user guide for how to do this.
7:33
Comment From Glynn
Will BT Retail be selling fibre-on-demand at an affordable cost for home users?
7:35
Comment From guilbo
Hello folks. I have a question. We often see on the Vision forum that users start having problems with their service on Infinity that they weren't having with ADSL. Do you know of anything that would cause this?
7:35
Martin S.
Hi Glynn, we are currently reviewing Fibre on Demand and have not yet announced any pricing or availability details.
7:36
Comment From Chris
How reliable is that checker by chance?
7:37
Comment From Paul (Heanor)
Also I am booked for installation on 22nd May
7:37
KerryG
Nice one Paul  You'll be enjoying super fast speeds then too
7:38
Charles
HI guilbo - I'm not aware of any technical issues for Vision customer regrading to Infinity. We have hundreds of orders go through each week. If the problem persists, I would suggest customers contact the Infinity helpdesk.
7:38
Comment From Neil Potter
Thanks for your reply Charles - If I could ask, the PA's you supply with the current BT Vision boxes are manufactured by Simpler Networks - would I need to purchase identical PA's from the same manufacturer for extending my network? Will BT Retail sell me these as an additional extra? This will be my last question - I feel I have been fortunate to have two answered already
7:39
Martin S.
Hi Chris - The speeds estimated in the checker are a very good indication of actual speeds, but we can only know the exact speed once installed.
7:39
Comment From Eric Simpson
it says not available yet. I am just frustrated because I get faster speed from my little Android phone using it as a hotspot. If there is a bottleneck somewhere in the system, would fibre really make a difference
7:41
Comment From Kevin
I have been given the estimate of 59.4Mb download 20.0Mb upload will this be accurate?
7:42
Charles
Hi neil - yes you should always stick to the same model for all your PA's. I am pretty sure that additional Vision PA's can be bought from the BT Shop, and these should be fine. I have had 70mbps out of mine! seewww.bt.com/shop
7:43
Martin S.
Eric - Generally fibre can make a very significant difference to overall speeds, though individual increases can't be guaranteed. If / when it becomes available on your line, the checker will tell you how much of a difference it could make to you.
7:43
Comment From Chris
I'm assuming it's based on the length of copper from my house to the Green Cab. - The exchange is 2miles~ away from me and the said Cab. Will this also effect my speed?
7:45
Charles
Hi Kevin - our estinmates are as accurate as we can make them, but your actual speed will depend on your underlying phone line speed. We will only know your true speed once Infinity is live - it will then train to your optimal line speed, which should be approx as shown by your prediction.
7:45
KerryG
Glad to see you all keeping Charles and Martin busy here... keep the questions coming in, we're in the last 15 mins now...
7:45
Martin S.
Chris - Yes, your speed is primarily affected by the total amount of copper between you and the exchange. With FTTC fibre products, the old copper between the exchange and the cabinet is replaced by fibre, meaning less copper overall and faster speeds.
7:45
Comment From Lewis
Why does DLM take so long to take interleaving off?
7:45
Comment From Neil Potter
Thank you very much for your time this evening Charles / Martin / Kerry. It's nice to see these types of events becoming more accessible to your customers and I for one feel I've got a lot from joining you all this evening
7:46
Martin S.
Thanks Neil - you're welcome!
7:46
KerryG
Great stuff Neil.... glad you've found it useful.
7:46
Comment From Chris
The Cab is 500-600 metres away from me, and according this graph the the BT estimated speed is just right on that.
7:47
Charles
Hi Lewis - DLM will apply interleaving only if it detects an ustable line. It will not apply interleaving unless it is warranted.
7:47
Comment From Kevin
I guess when i get my infinity installed a lot of sites and links will still be on dsl or adsl+ or even slower and the speed my end wont improve the speed there end ie my speed will depend on the site i visit and there upload speed for my download speed?
7:48
Comment From Dom
I am moving to BT infinity, but I had to order my line and then wait for it to be activated before ordering infinity. Is this a technical issue or a process at BT issue?
7:49
Charles
Evening Dom. It's a process issue - we can only provide Infinity once a Retail line is up and running.
7:49
Comment From William Sinclair
Hi guys. I've upgraded to Infinity 2 with an estimated max download of 49.5 Mbps however my IP profile hasn't budged from the Infinity 1 value of ~30. Any thoughts?
7:50
Comment From Dom
Thanks - this is a great service BT, keep it up!
7:51
Martin S.
Hi Kevin - yes, some websites that you visit may not be able to keep up with your superfast speeds! We aim to give you the best speeds at your end, but sadly there may sometimes be bottlenecks in the wider internet.
7:51
Charles
HI William - sorry for the delay in responding. Best thing to do is to reboot your Hub, then it should pick up the new speed. If not, contact the Infinity forum.
7:51
Comment From Lewis
What would cause an unstable line?
7:53
KerryG
@wiesiek @ Martin (not S) thanks for your questions, but as they're individual issues we can't pick them up as part of this chat. Please post in the forum and we can help.
7:53
Comment From guilbo
Apologies in advance for my ignorance. If Infinity is installed does the 'phone continue to use copper all the way to the exchange or does this also go over fibre?
7:54
Charles
Hi lewis - the most common cause is interference on your phone line, in which case DLM will moderate your BB speed until the line stablises. There'smore lot of info on this at the Infinity FAQs on BT.com
7:54
Martin S.
Hi Guilbo - good question - yes, the phone still uses the copper.
7:54
Comment From Paul (Heanor)
Will downloading from such as Xbox market place or apple store as examples max out the connection?
7:55
Comment From Kevin
Thanks to Martin, Kerry, and Charles for all your answers to the questions very much appreciated and a credit to BT Kevin
7:55

Hi everyone
Just a reminder that we have our Infinity Expert chat this evening at 7pm. If for any reason you can't make the chat, you can PM me your questions in advance and we'll try to include them. There will also be a replay available of the chat here on the same post after the event.
Thx
Kerry
Retired BTCare Community Manager - StephanieG and SeanD are your new Community Managers
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
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BT Infinity in the village - or is it?

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