BT Infinity Install - Friday May 6th, Bookiing and...

Ordered BT Infinity upgrade being already on Option 3 Total Broadband. Tested at Speedtest the day before install using the old white Home Hub and was getting a download of some 19.8kbps Booking process on phone call to BT was pretty easy. Also noted that as I was beyond contract now, Infinity means a new 18 months contract term. Hub delivery package was spot-on 2 days before. Engineer turned up well on time on the appointed day.
Initial problem arose. The Hub and the extra modem (wall or floor mounted) which was a surprise addition not mentioned by sales, both have to be mounted and connected right where the incoming main phone socket is and not near my PC in my home office room. My first Home hub simply connected via phone extension cable run round skirting boards to the office and then a short ethernet lead to PC. This is NOT posisble with the new Infiinity Hub 3 as it has to be connected close to the new modem and new split main socket. (Higher power consumption with two devices running all day shows on my energy meter)
This meant I had to either find near 50-60 foot of ethernet cable and the most local shops had was 10 metres or go wireless and my PC has no wireless card. Result = walk to local IT shop and pay an extortionate near double internet price of 25.99 for a Zyxel wireless usb plug to get Infinity. Plus the Engineer can't stay in your home alone even if you say its ok so he had to leave while I did this and stand outside for me.
Alll ended ok but the engineer did not do a speed test . He did say he achieved 40 mbps at the box which is across the street.
IT IS a LOT SLOWER THAN TOTAL BROADBAND OPTION 3 - I have tested speed since twice now using BT's own Speedtester Test 1 on the following day May 7th at mid afternoon where local shops and others are running networks.. and got 14387 kbps download and 8184kbps upload, WELL below what I had before and WELL below promised speeds ( IP Profile =38717) Today's test at 2130 hrs when all shops are shut and I am one of very few residents in town centre is even poorer..13387 kbps download and 8072kbps upload !! Speedtest. net gives even lower figures 6.49mbps download and 7.82mbps upload.
Plan to call BT tomorrow and ask what is happening as if this doesnt improve might look to rethink this while I still have a cooling off period on a new 18mths contract.

It's no better, today July 6th the service is so slow it barely functions at all and I have checked everything, reset the modem and hub, spent hours on the phone to barely understandable support personnel who offer aplogies yet have no clue beyond basis repetitive diagnostics what might be wrong. I work in IT and understand that when your service won't resolve the DNS for almost any website for an entire business day it isn't a problem with my PC. Ive lost an entire working day at a huge cost to myself and I am thoroughly fed up with Infinity service
Today's BT speedtest shows me the great new super fast Infinity service is giving me a fabulous 2.4 Meg connection...... laughable isn't it when the minimum acceptable should be 12mbps
Test1 comprises of two tests
1. Best Effort Test: -provides background information.
2. Upstream Test: -provides background information.
Download Speed
2438 Kbps
0 Kbps
38717 Kbps Max Achievable Speed
>
Download speed achieved during the test was - 2438 Kbps
For your connection, the acceptable range of speeds is
12000-38717 Kbps .
Additional Information:
IP Profile for your line is -
38717 Kbps
Upload Speed
3279 Kbps
0 Kbps
10000 Kbps
Max Achievable Speed
>
Upload speed achieved during the test was - 3279 Kbps
Additional Information:
Upstream Rate IP profile on your line is -
10000 Kbps Test Result Page 1 of 1
http://speedtester.bt.com/ 06/07/2011

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BT Infinity Install ... 3months and 4 Engineer vis...

Its October 2012 ... I try to get BT infinity.. internet page doesnt recognise my address even though i've had a BT line there before.. Even with my CC and previous BT information you cant find my address in your system?
OK .. so i'll ring you up then and order .. what a dedicated customer...
OK ... so now the lady on the phone is telling me I have to register a new address... errm.. OK.
OK ... so now my address says I will only get 250kb, so I cant have BT infinity
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Ok ...so its Monday 10th... ITS BEEN 10 WEEKS!? wow time flies when you dont have an ISP... The engineer is a friendly fellow, hes late, like all the others were .. infact hes 2 hours late ... but at least i will finally be able to do my work from home ... NO ... theres another fault???
Ok ...so its 5minutes ago... I just got a text from BT ... An Engineer will come to visit on 31st December.
Now im just angry ... WHY GOD ... WHY did I ever go with British Telecom... WHYYYY.
the BeThere website which i know will delivery internet in 10 days with the lowest ping in the country wont work for me now... ARGH... since BT has played with my phoneline at every opportunity, my phone number is saying im too far from the exchange..
OK... So now I have no options but to wait until at least 2013 before I have an internet connection!?
I just wanted to warn others of my experience. Avoid at all costs.

Title of Infinity forum.
BT Infinity
Use this board to post any questions about connection and speed problems on your Infinity broadband.
You are waiting for a BT Package to be installed. When it is working, and if you have problems with it, then the experts on that board will help you.
I suspect your problem is due to Openreach, who are stretched to the limit at the moment
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.

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BT infinity installed and cant access secure sites...

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Seen this hundreds of times, the most likely cause is CMOS battery in your PC running flat, it means that whenever you unplug your PC it loses the date and time.
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BT Infinity Installed, and getting around same spe...

Hi there,
I had BT Infinity installed on the 19/3/12 and have currently been getting around roughly the same down speeds as my old BB package at 20mbps (roughly averaging out between 15mbps and 19.xx Down) My upload speeds are really good and have seen a clear change, now sits at 8mbps upload compared to the 0.94 on the old package.
Now since I have only had it installed just over a day ago I have seen nowere near the speeds I was expecting, or told.
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At some point through the installation he had to change the hub for a different hub ( something to do with a faulty batch and the wifi not working ) - fair enough so i doubt that would affect my speed as im using a cat5e connection to the hub from my pc.
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Oh here is a copy of the BT speed test I have done-
20th March 16:49
Download speedachieved during the test was - 18 Mbps
For your connection, the acceptable range of speedsis 12 Mbps-38.72 Mbps .
Additional Information:
IP Profile for your line is - 38.72 Mbps
Upload speed achieved during the test was - 7.82Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps

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None of the network adapters are bound to the Netmon driver.If you have just installed, you may need to log out and log back in order to obtain the proper rights to capture. Please refer to the product help for more information.

Hi,
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HT4623 HI. i'm on the beta version of iOS 7.1 (beta 3) and i wanted to get OTA update on my iPad2. after install, i unlocked my device and saw : it may take a few minutes to activate your iPad. after about 5 minutes, it was show an error : we couldn't ac

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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...

New Infinity Install - Dialup Speeds ...

This morning, I had Infinity installed by BT, although it was ordered through our ISP, a local firm who I've bought internet connection and services from for years - they have some sort of proxy deal with BT, and so actually my broadband has always been a BT service. However, the supplier, after checking recommended the NetGear N600 Dual Band Router, and I see that quite a few people here and on other forums are using 'non-standard' routers, and clearly they work.
We got off to a shaky start this morning, which turned out to be no username and password in the router. Fixed that. Got a connection - slow at first, then managed to get to 8.6Mbps up and around 16Mbps down - I was told 25Mbps down and 10Mbps ... that's what it says on my order confirmation.
The line is confirmed at 38Mbps.
But through the day the speed has dropped to near dialup rates, and most of the day I've been getting an uplink of around 120kbps, as reported by YouSendIt after it took 15 minutes to send a 12Mb file. The web is slow - pages are refreshing in slow motion, and email is sluggish.
Speedtest.net reports 0.12Mbps both up and down.
This is an entirely cabled setup, by the way. Yesterday I was still running my ADSL ... and frankly I wish I still was ...
I'm told I'm in the settling down period and have to wait 10 days ... but seriously, speeds this low?? Is that normal? I might expect them to wander between fast and medium, but not to drop way below ADSL.
My work is screwed and my supplier tells me he can't do anything until the 10 days are up.
But I'm here asking if anyone has any ideas about this? Configuration of the router? Anything!
I did a BT Speed Test this afternoon, and oddly that reported the line at 35.35Mbps down and 8.86Mbps up ... the performance, however, is nothing like this, not even close ... genuinely Speednet seems to be telling it like it is, not BT ...
I'd appreciate any help at all, because I'm in a bit of fix now.
Thanks.
Julian.
Solved!
Go to Solution.

Haha! Well, at least that made me smile!!
The company I use is a family company, a tiny company really, quite local, and they have had my business since 1994, so there is a high degree of trust and reliability, and they generally deliver a good service and great tech support.
But, they are new to this system - they said that yesterday, and unfortunately will likely be at the mercy of BT Wholesale and whoever else.
More unfortunately, my current work, my livelihood, is suddenly in jeopardy because of this. So it's a fraught and difficult issue suddenly ... and one in which I don't want the 10 days excuse thrown at me.
Settling down with middling to high speeds is one thing, but here, something is badly skewed, I agree.
Well, thanks anyway for your attention ... when and if it gets resolved, I shall post here so hopefully some other poor soul may get some help from it!
Julian.

New Infinity install - abrupt decrease in speeds.....

Infinity installed Monday 27th June
Ran speedtest.net test with OR Engineer present (wireless connection...)
First image (above!) doesn't appear on preview - so I'll summarise
d/l 35.64 u/l 6.23 ping 32
Speeds have plummeted, and connection lost on several occasions, followed process in Hub Manager (summarised very well I see in http://community.bt.com/t5/BT-Infinity/Infinity-kit-keeps-dropping-connection/m-p/162937)
speedtest. net (ethernet connection) now
speedtester.bt.test result (yesterday evening) ethernet again
This is a slight improvement on the previous test when d/l ip profile was about 1100 !
I was unable to carry out the further test (after changing username and re-connecting) as test did not run
So...
Should I expect this? should I wait a couple of days (or more) for the ip profile to improve (by a factor of 20x or more?)
Or contact the Mods?
Cheers,
Alb
There are 11 kinds of people in the world..... Those who understand binary, those who don't and those, like me, who wish they'd never heard of it...
Solved!
Go to Solution.

Thanks Dave,
/Quote (quote button fails with error so copy/pasted)
Turn both boxes off, turn on the modem and wait for DSL then turn on the HH£ with everything preconnected and you should then resume superfast BB
end Quote/
checked version and date, and would seem to be OK. Didn't really want to shut down modem and hub as it may affect IP profile. [mind you, this is hub version not modem firmware] Anyone know how to check that?
Mind you the latest results are not particularly inspiring anyway...so it couldn't make it any worse!
Al
There are 11 kinds of people in the world..... Those who understand binary, those who don't and those, like me, who wish they'd never heard of it...

Problems Getting BT Infinity Installed

Hi all,
Anyone got any advice??
I have been going through a home move.
I was originally taking my number to Virgin but they cancelled the order and did not release my phone number for keeping with BT. I rang BT to do the homemove and the order was ordered up and everything processed, a couple of days after the order was placed the order got cancelled, with no word from BT advising me, I had booked the day off for the install of both my line and broadband.
The router did not arrive two days before so I rang BT and they said that Wholsale had cancelled the order because the number was not available, so another order was placed with a new phone number, the router arrived next day however the appointment was now rescheduled for 5 days later.
Four days later the phone line went active which was Monday just gone. The engineer was coming to install infinity yesterday (Tuesday), however when I looked online on Sunday it said an engineer does not require access to your premises etc. this I know is rubbish as OpenReach need to change the faceplate etc... So I thought the whole thing had cancelled down again. As I say the phone line went active and the online information returned to saying and engineer will come on Tuesday. I also rang BT to confirm this information and they confirmed that someone will definitely be there between 8 and 1.
So Tuesday came and it is 12.30 and no sign of any engineer, I rang BT and they said someone should be there but they will check with the engineers and they said that they cancelled the job. I am now waiting for a phonecall from "the Diary Team" to schedule an appointment which could take up to 24 hours to get the call.
Where would I stand if I said just cancel the order and let me go elsewhere, I realise it is all OpenReach that does the install irrelevant of where I go but I am not sure BT are doing enough to expedite the order. I have been happy with BT for the last 4-5 years but trying to get Superfast Broadband appears to be extremely monotonous and slow.
BT INFINITY (Hopefully)

Darkvil wrote:
Ok well after 2 months of getting BT Infinity installed, (due to admin problems), all is working great. Getting Bandwidth of about 30Mbs great.
The problem is online gaming, you need split second timing to play the game, so that means low latency.
Over 2 weeks or so its got worse and worse, 150ms and above it is un-playable online. I am getting on average about 250-300ms at night, gaming.
On my old adsl wired bt broadband I was getting on average 45ms. This was on my old system.
I think the system is trying to optimise for maximum bandwidth, and therefore comprimising on latency.
There must be a way technically to optimise for low latency at the expense of bandwidth.
I have raised and call and managed to fight my way through to Tier 2 support, (at least they understand the terms I am using yay). There are other gamers with the same problem, and there is an investingation this week.
If there is no solutions then its back to ADSL wired 3Mbs broadband for me but at least I will get 50ms latency.
Will keep you posted, this will be a big blow to BT Infinity for online gamers if they cant fix it
Cheers
Hi there,
I'm just tossing my £0.02. Have you considered that there could be congestion at your exchange/gateway?
I had Infinity installed on Friday (I'm on the LNADK exchange) and below is the ping/jitter test that I did about 10 minutes ago.

BT Infinity Install - Friday May 6th, Bookiing and...

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