BT Infinity Installation question

Hi Everyone,
I have placed my order with BT for BT Infinity to be installed on the 18th December. The sales guy was very helpfull but I am not sure he understood my current ADSL setup. I signed upto to BT Internet many many years ago when they giving out the green stingray usb modems. The main telephone socket is at the from of the house in the hallway. My office is upstairs directly above. The BT engineer ran a extension upstairs around the staircase and put a RJ11 socket on the wall in the office. This has worked very well for over 10 years. The sales guy said the BT HH5 must be plugged into the main telephone socket. I explained that was not ideal as I have my pc upstairs. I also have some powerline adapters to bring the network down into the living room to provide internet and streaming films to my consoles and sky box. He was not sure if the existing extension would be good enough for infinity. At the phone phone its a CAT5 connector that terminates to a RJ11 socket looking at the connector there is only one pair connected at the moment. I would rather the current cable was not removed as its been painted over some parts. Would it be possible for the cable to be reused by putting a new socket on at the RJ11 end. After seeing the ports on the BT HH5 that infinity uses CAT 5 connections. Would it be possible to use another pair of powerline adapters to take infinity upstairs?
Any advice would be much appreciated.
Ben

Speak to the engineer when he/she arrives. The engineer should be able to place a master socket where you want it or convert your extension to become your master socket and connect the Homehub 5 to that. If that is upstairs in your office that should not be a problem. If you want to continue using powerline adaptors, again that should not be a problem.
If you get a contractor installer it could be that requesting the above is met with a blank stare or a "computer says no" moment. If that is the case it may be best to stop the installation and ask that an Openreach engineer is arranged to do your install because if it is not wired up correctly it will impact on your speeds.
You might want to consider calling BT prior to the installation and suggest that they arrange an Openreach engineer for the installation.

Similar Messages

BT Infinity Installation questions

Dear all
OK, having signed up for Infinity, my new hub arrived today (prior to the engineers visit onTuesday) and having read the booklet / trawled the BT website, I'm beginning to realise that installation may not be as straightforward as I thought, specifically power socket requirements, having to use the master socket rather than an extension and the recommendation NOT to use wireless! However, for once I'm ahead of the game and have a few days to do some diy so I have a few questions.
1) How long is the powerline on the Openreach modem? Turns out my master socket is in the kitchen by the sink and at least 2-3 metres from a power socket so I don't want to have an extension cord strung across the kitchen where it looks untidy / could get wet - also, is it one of those power supplies with a built in ac adapter (ie a massive plug but thin wires). If its long enough I can drill a hole in the wall and power it directly from a socket in the corridor.
2) Can the openreach modem be connected to the mains socket at a distance? How far? I have two sockets on the other side of the kitchen - if so I could have the cord from the socket tacked around the door frame and over the freezer.
3) Speaking of domestic appliances, the master socket is 20 cms from the washing machine and about 1 meter from the fridge freezer - should I expect this to cause major interference problems? No way round this, its a new house with a small kitchen and theres just enough space for both with no option to move them around.
4) RE the homehub, that really needs to be in the living room as my nas server and sling box are pretty much physically tied to the TV. I saw talk of the engineer installing an extension line - do they bring that with them, do they charge extra etc?
5) Finally, are BT just covering themselves with the wireless comments? My main desktop is in my office upstairs and connects just fine via a wireless G connection- I can stream HD content from my nas downstairs just fine and my expectations are modest for this service - I'm on 1.5Mbps currently (other houses in my street get 0.5 to 1!*) and see anything above 15Mbps as a bonus - the theoretical line speed according to BT is 30+ which I take with a LARGE pinch of salt.
Any help / info greatly appreciated
Scott
*in fact my village got a special grant from the council to help pay / bribe BT into installing the fibre in the village because it was so bad.

I hear what your saying but not sure what the engineer can do - is it possible for the engineer to 'move' the master socket? My house has 5 extension sockets built in (not all in use - just 2) and is only 8 years old but the positioning of the sockets is pretty haphazard. My ideal scenario would be for him to make the socket in the living room the master socket but as I understand it that's a no no with this fibre tech.
In all honesty its a stupid place to put it (not near power, nowhere to put a phone on a surface that's not likely to come into contact with water etc) but as I understand it, all the houses built in my road have similar locations
I do feel a little worried now that I might be told my house is not 'infinitable' - when I signed up for this, none of the bt emails I was bombarded with* or sales people mentioned any of these potential issues - I had to find them out for myself.
scott
*to be fair, I signed up for info on infinity as soon as the village got the grant earlier in the year.. the other side of the village was switched on last month, now its our turn so I can't ask any of the neighbours of theirs work as they haven't got it either :-)

Queries in advance of Infinity installation tomorr...

Received BT Home Hub 3 today for Infinity installation tomorrow (expected) and posing queries in advance:-
1)      What is on the BT Infinity CD?
2)      Are all the current modems being supplied by BT the same or are there variations?
3)      Will micro filters still be needed around the house?
4)      What is the Wireless pin number used for?
5)      What is the Admin password used for?

wunay wrote:
Received BT Home Hub 3 today for Infinity installation tomorrow (expected) and posing queries in advance:-
1)      What is on the BT Infinity CD?
It has a lot of rubbish to slow down your broadband connection/pc.
2)      Are all the current modems being supplied by BT the same or are there variations?
They're are two modems that they use which are HG612 and ECI, the one given to you will normally match the manufacturer of the cabinet. There is a 3rd but can't remember what it's called and it's hardly used anyway I believe...
3)      Will micro filters still be needed around the house?
No, he will install a filter on to your master socket.
4)      What is the Wireless pin number used for?
Not sure, never needed it as of yet.
5)      What is the Admin password used for?
Used to access your HomeHub settings, which you can see here.
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

Awful service from infinity installation engineer

We had our BT Infinity installation engineer visit today and are trully shocked and disgusted with the experience.
I was working so my wife took the day off work for the engineer visit.
The engineer was a SUB CONTRACTOR as we found out to our dismay. Not only was he obnoxious and downright rude to my wife throughout his rushed 40 minute visit he failed to do what he was supposed to be there for.
I got home from work to find ;
1. my wife so upset at how she'd been spoken to she was nearly in tears.
2. the television unit left in the middle of the living room with loose wires everywhere.
3. my BT vision not connected to the internet (on inspection the engineer hadnt even plugged it into my hub)
4. my BT infinity router setup right next to living room radiator a direct heat source! (refused to place it anywhere else, refused to discuss more appropiate locations as he 'didnt have the time for this'
5. no devices set up to our new connection and he would not even try as he 'wasnt good with computers' (despite BT clearly stating that the engineer will conect your main computer to the new connection)
I then had to sort the whole mess out myself, even though im charged £25 for the engineer who was supposed to do it all!
I have phoned BT customer services who promise me this has been 'escalated' as a complaint and someone will be in touch within 24 hours.

@Stilll40
'Do you recommend that I get in touch with BT to ask if I will be sent an "independant contractor" or a BT engineer?'
BT won't know if its a Contractor who is sent. Also it won't be a BT Engineer as they don't install FTTC/P services. It will either be an Openreach Engineer or someone from Kellys Communications or MJ Quinns.
Jobs aren't issued to Engineers until the morning of the appointment day so the only way to know if it is someone from Kellys, MJ Quinns or Openreach is to wait for them to arrive at your house.
Thing you have to remember about MJ Quinns and Kellys is their Engineers get paid per job they do, not a salary. Therefore they don't have time to go running 20 to 30 metre data extension cables round your house. Usually with them you either have it at the current NTE location or lump it.

Photoshop Elements 10 Installation Question

How can I tell if my software installed properly? The software came with three discs, and it only installed the first disc. I am new to Photoshop, and do not know if my software installed properly? Can anyone help?

Gautham K,
Thank you for your quick replies. I have checked,and my OS is indeed 64 bit. I have been using the 32 bit version of Adobe Photoshop Elements 10, since I installed it last evening. I have a few quick questions;
Will I loose any functionality if I stay with the 32 bit version versus un-installing and installing the 64 bit version from disc 2?
If I decide to un-install, and re-install from disc 2, will there be any software registration issues (as I have already registered the software)?
Thanks again for all of your help.
Jim
Gautham K <[email protected]> wrote:
Gautham K http://forums.adobe.com/people/Gautham+K created the discussion
"Re: Photoshop Elements 10 Installation Question"
To view the discussion, visit: http://forums.adobe.com/message/4062666#4062666

Installation Questions Documaker 12.3 Enterprise Edition

We are looking to install Documaker 12.3 Enterprise Edition and have the following installation questions:
When installing Documaker can we have our own VM in our own OU for the WAS application servers? This will make maintenance easier on our side. There doesn’t seem to be anything in the documentation saying this is a good or a bad idea.
Our WAS Admins would like to know what the scripts in the Post-Setup documentation actually do. Is it possible to use our existing scripting environment to build the necessary pieces instead of using scripts from the documaker install? If it’s not possible, can we get a look at the documaker scripts before we run them?
We would like to know if WAS 8.5 is supported, or if version 7.0.0.27 in the requirements pdf is the only version supported?

When installing Documaker can we have our own VM in our own OU for the WAS application servers? This will make maintenance easier on our side. There doesn’t seem to be anything in the documentation saying this is a good or a bad idea.
The typical installation scenario is to have 3 tiers - application (WAS), application (Documaker), and data. WAS tiers host web applications (Dashboard, Administrator, Interactive) as well as providing database connection pools and JMS queues for messaging - it is expected that the WAS environment is a clustered environment and that the applications are deployed to the cluster members, which can be physical or virtual. For the Documaker application server, these can be physical or virtual as well. It's recommended to install Documaker on single-purposes environments, however there's nothing to prevent you from doing otherwise. The Documaker applications are self-contained JVMs and can be tuned accordingly.
Our WAS Admins would like to know what the scripts in the Post-Setup documentation actually do. Is it possible to use our existing scripting environment to build the necessary pieces instead of using scripts from the documaker install? If it’s not possible, can we get a look at the documaker scripts before we run them?
The installation process (currently) writes the scripts according to responses provided during the installation process. The scripts can be reviewed/modified prior to execution.
We would like to know if WAS 8.5 is supported, or if version 7.0.0.27 in the requirements pdf is the only version supported?
The official supported version of WAS is 7.0.0.27, however WAS 8.5 may be suitable (I believe there might be a fix pack requirement there - would recommend you submit a question to Oracle Support for verification).

BT Infinity Installation Options

I'm awaiting my Infinity installation and need some answers to decide on the best options for siting of modem and hub.
I've gone to great lengths to conceal all telephone wiring in my house, so don't relish surface wiring of a data extension cable. Existing cabling consists of master socket in hall with two separate 6-wire cables to extension sockets upstairs. One of these is currently used as the Total Broadband connection point.
Option 1 Site modem and hub by master socket & fit a wireless dongle to PC upstairs to connect to hub. Problem is only one power socket near master socket, & much domestic earache anticipated re more kit plonked in the hall.
Option 2 Site modem in hall and hub by PC upstairs. Internal routing of the data cable would be very messy and unsightly. This could be minimised if the cable could be routed mostly outside the house, but can this be done? Is the cable sheath suitable for external use?
Option 3 Make the telephone socket by the PC the master socket. Can this be done with only one 6-wire cable connected to it from downstairs and still retain service to phones in the other bedroom and the hall? This would be the preferred option so as to eliminate the earache.
If Option 3 needs a new lead-in cable to bring the external service into the resited master socket, can the BT engineer provide it? If not can I install it for him to make the connections?
Authoritative answers will be much appreciated.

from another s todd..... but not authoratitive.
I'm not sure what your separate 6-wire cables to extension sockets upstairs are. If these are good quality cable that you could repurpose as an eithernet cable, then how about modem in hall and PC upstairs (like option 2), but using the existing cable to connect.
I think a normal ethernet cable could be run outside the house without sheathing and last a good few years

Apache or Oracle installation questions

Which discussion group is best for asking Apache or Oracle 8.1.7 installation questions?

FRED
Apache is best addressed on the ias 9i forum.

Moving Home - Infinity Installation before Phone L...

I called BT yesterday to arrange my house move and they helpfully arranged an engineer visit on the 18th September to do the installation. Later I received a confirmation email to say that the BT Infinity installation would be on the 18th but the Phone line engineer visit would be on the 20th! Given the current owner has Virgin I suspect the BT infinity engineer will struggle if the phone line isn't connected first.
I phoned back and spoke to someone who seemed to suggest that it would be resolved on the 20th. When I got BT Infinity installed in my current property it took about a month and 4 engineer visits. Is there anything I can do to reduce the risk of delays beyond the 20th? My wife suggested that I cancel the order and start again from scratch.

Unfortunately, 2 weeks after my activation date, I'm still no closer to having broadband or a phone line. The problem is that the existing line into my property has some branches of a dead tree resting on them. BT won't do anything until the branches are removed. The tree is the responsibility of my county council who have granted BT permission to cut back the tree. BT have given me 4 different dates when the tree will be cut and each day, when I get home from work, I'm disappointed to see the tree hasn't been touched.
Luckily I was told that FTTP is dealt with by a specialised team in Dundee which I figured out I could get through to each time by refusing to enter my phone number and pretending I wanted a new phone line. Once I get through to sales, I ask them to transfer me to the FTTP team and it works quite nicely. Before I learnt this trick, I ended up talking to someone who was reading from a script and was unable to help at all. It was always best to politely terminate the call and try again for the Dundee FTTP team who don't appear to blindly follow the script and are actually able to call "the engineers" who I assume means BT Openreach. Eventually someone in Sales gave me the direct number for the Dundee team so no boring IVR menus for me anymore! This helps a lot given I need to call every time I see the tree standing there... mocking me.
At least I'm getting lots of DIY done without the internet to distract me.
My guess is that I'll get online in November but will be pleasantly surprised if it happens before then. Thank goodness for unlimited internet on GiffGaff.

Extending a BT Infinity Installation to be able to...

I have recently had BT infinity installed. Unfortunately, I was not around when the installation was completed so I now have the modem and hub in my hallway next to the maastewr socket. All my devices work fine over the WiFi except my ageing iMac. When I moved it into the hallway next to the hub, to test over an ethernet cable, I got over 30Mb download speeds.
What I would like to do is permanently hardwire the iMac to the hub. What I would appreciate is some advice on how best to achieve this and ensure a good connection speed.
As far as I can see, there are 4 main devices in this system:
master socket (fixed) --> modem (moveable) --> hub (moveable) --> computer (fiexed)
I think I'm right in saying that master socket to modem is twsited pair with RJ11 connectors and best kept as short as possible
Modem to hub is CAT 5e cable
Hub to computer is CAT 5e cable
At what point in this set up am I best installing a loner run of cable? Ideally, I would leave the modem right next to the master socket and have a loner run of CAT 5e cable between the modem and hub. I would like to position the hub near the computer. Would this cable arrangement cause any problems?
Any input would be much appreciated.
Solved!
Go to Solution.

just leave everything were it is and just use a cat 5e from your hub to your MAC
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BT Infinity - Installation Log

This is an installation log for those of you that are waiting for their new installation of Infinity. This will be my first time using the HomeHub and any kind of fibreoptic so this is a new experience for me.
I'll update this log as an when things happen, good or bad. Please keep your negitive comments regarding the service away from this thread, as its primarily for people who are looking to see what happens when you signup to the product.
HomeHub arrives via Royal Mail on the expected date. Its tracked (via the royalmail website) but doesn't require a signiture, very handy.
Note that the postman is instructed to hide the box out of sight. It was left under my door mat, I lol'd when I arrived home to find the box (luckily, my door is inside corridor)
Box arrived in a clear plastic wrapper and the art work was clearly visable.
The warning advising that opening the box would cause mayhem, this was duly ignored.
This is what the box contained.
HomeHub2 with dust sheet thing.
Cables, mains adapter, installation CD and wireless settings card.
On Monday, hopefully the engineer will come down and change my face plate etc. I'll post pictures of the job he does with the wiring.
Until then, I hope this helps with anyone that is wondering about the installation process, so far.
If I helped, then consider clicking the star to the left

Right, engineer arrived and we had a chat about how I want the cable routing. I went for the easy option of routing from the entry hallway, across the skirting board and under the door crack and across the wall to the living room.
He installed an Oscillator into the master socket and then went to the Cab to do something. Heres the gear he left behind.
Felt sorry for him as it was raining pretty bad over here and one of his umbrella's blew away lol.
After some thinking, he thought it would look better if we went through the wall of the cloak room and installed the datakit on the other side of the wall. Which was great, it was amazing he even recommeneded it as it wasn't a straightforward route!
Hopefully this image describes it better. (You can see the thick red line run across the skirting board, and the the dotted red line indicates the cable behind the wall in the cloak room) Then you can see the same from the other wall. The actual cable is very thin and white - he neatly cable clips it to the wall.
All is connected and here is the new Faceplate and setup.
And heres my initial speedtest on day one at time of this post.
I'll see how it goes later aswell.
Overall, it was a pleasent experience. The engineer was enthusiastic and eager to makesure my cable routing was tidy. (maybe that cuppa tea helped!). Overall it took around 1.5hrs and he even took all his rubbish with him.
I actually took the opportunity to ask him a few questions while he was here.
The rollout is definatly profit based and ability to install. Even my engineer didn't have fibre in his area yet as its not viable. Remember it is profit based, not based on who needs it most. (dont argue about this please)
It can take 48hrs for your speed to get to max (dependent) when the router is turned off and on again.
If you are experiencing low speeds and you turn off your router regularly then you have probably been put on a low profile. Call BT and MAKE them understand is probably not the HUB and they will increase the profile.
You can turn off the HomeHub at night if needed as it won't effect your linestats. Makesure you leave the Vdsl modem on 24/7 though.
If you go on holiday you can turn the modem off. Its only when you turn it on and off, and on and off that causes the exchange to think you are erroring.
I hope this log helps those of you thinking of getting it installed!
If I helped, then consider clicking the star to the left

BT Infinity installation complaint

I am writing this email as I am wanting to know what is the best route of complaint regarding the attempted installation of my new BT Infinity 2 connection.
An engineer from Kelly Communications visited my home a few days ago to install my new BT Home Hub, he hadnt been here 10 minutes before he informed that he needed to nip outside and do some work on my line from the CAB booth at the end of my street. 30 minutes later he returned to say he had unfortunately broken my landline connection and could not fix it or install my Infinity broadband connection, he assured me that a BT engineer would visit the same day and fix the problem and install my internet.
Nobody arrived and I have been left with no landline and no internet. I assumed they would be along the following day but again nobody visited my home. I then used a friends phone and called BT customer service to sort out the problem, only to be told that it was obviously my fault that my phone line was broken and I was to be charged £180 to fix the problem and that nobody could visit me for the next 5-6 days.
I am really not happy with the current level of service I have recieved and have no intention of paying to fix a problem that I had no hand in causing, I am writing this email to know who is best to contact to amend this problem in the quickest and most efficient manner possible.
Any help would be great as I was really looking forward to what I thought was going to be a good, quality internet service.

Hi
I am sorry to see you are having problems with your BT Service
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
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BT infinity installation / appointment cancellatio...

To: Warren Buckley, Managing Director, BT Customer Services
Dear Mr Buckley
I am sorry for contacting you, but feel I have no option left but to take this to the top.
First of all, I run a broadcast systems integration company and in my day-job we work with BT a lot with and on behalf of our customers.
Having recently moved house to a small village just outside the town where I have my headquarters, I found out that it is possible to have BT infinity installed at my new house. Just over a month ago (15/9/2012) I ordered infinity and was given an installation date of 19 October 2012 (yesterday)
I took a day off work and waited at home all day however never got a call, sms or email to suggest that the appointment I had booked was going to be cancelled. It was this morning (Saturday 20 October) that I received an automated SMS from BT saying: “BT here, We’re sorry you missed your appointment, to book another visit, go to www.bt.com/ordertracking or call us on 0800 800150”
I then called 0800-800150 and tried to get through the customer defence system and spent over 30 minutes on hold, only to be cut off when someone did finally answer. I called again and managed to get through to an advisor in Bangalore who then managed to disconnect me too after having explained the situation.
I then went online and spoke to one of your online chat people and asked to be called back, which he promptly did, and then explained that he was in billing but that he would put me through to the order tracking department.
I was put through to Mala in Bangalore and explained that I had taken a day off work but that no BT engineer called in to work on my connection. I explained that around 11am I saw a BT engineer (BT Openreach) working on cabinet 14 in my village and that this engineer said that a BT engineer would be coming to do the installation in my house. The slot was from 0800-1300 however by 1300 no-one had called into my house (the door was open and I was at home) and by then the BT Openreach engineer had left the village. I waited in all day but no-one turned up nor did I receive any calls or emails.
I should also like to add that when dialling the order tracking department on 150, the automated voice states: “If the engineer starts the job before the end of the slot your job will still be completed on the same day”
Yesterday my job was started within the timeslot allocated, yet no-one advised me that it was going to be cancelled or moved to a different day. As per the message on your automated service, the job should have been completed the same day.
I then explained to Mala that I found it extremely rude to not have been updated by phone (you have my contact number on your job sheet) or that I didn’t even get a courtesy email or sms to explain that the job couldn’t be finished. I was then transferred to her floor manager:
Ragu told me that the job was now rescheduled to Friday 23 November 2012 between 0800-1300. Bearing in mind that I placed the order on 15 September 2012 and already had to wait a month, it is a total insult to suggest that I should join the back of the queue and wait for a new appointment. Just for your information, I just went online and tried to book a new appointment and the earliest date that came up was Friday 23 November. This is clear proof that I have been moved to the back of the queue.
I appreciate that I am only a home customer and completely insignificant in the grand scheme of things, but I cant go to any other company to get internet at my property. I have already paid £180 IN ADVANCE on 15 September 2012 to get this connection yet have not yet received any service. Now that I have been moved right to the back of the queue I have to wait another 5 weeks before they will look at my job again. I find this insulting and fraudulent as you have already taken my money without providing any service.
Clearly this is not acceptable to me, for one I have had to take a day off work and if I had had a courtesy phonecall at 1300 to say that they wouldn’t be turning up in the afternoon I could have gone back to work for the rest of the day, secondly, I don’t have internet at home so couldn’t even do any work from home and thirdly to now have to wait another 5 weeks is completely unacceptable.
Ragu said that he could do nothing to bring the appointment forward and I explained that he would need to speak to a senior manager within Openreach (which I understand is an external contractor anyway) but that I want someone to finish the job today or at the latest Monday 22 October and that I would not accept a new appointment on 23 November. Whilst Ragu was on the phone I dialled the order tracking telephone number and this is what the automated voice says on your order tracking service: ““Your new appointment has been booked for Friday 23 November between 0800-1300. If the engineer starts the job before the end of the slot your job will still be completed on the same day”
I explained to Ragu that BT promises to finish the job the same day if they have started, even if the engineer starts close to the end of the timeslot – I made him listen to this message on my office speakerphone so that there was no confusion, and he accepted that this is the case, yet he said that they didn’t finish it yesterday and that therefor I would be given a brand new slot and the first available slot is on 23 November.
Whilst I appreciate you have more important things to do, your name is at the bottom of my order confirmation so as your order services team in Bangalore couldn’t not help I am respectfully requesting for you to resolve this.
Ragu also told me that he couldn’t give me any compensation for any of the delays or having to wait at home and losing a day’s work, he said that BT would look at it at the end of the job and then consider if compensation was due. Throughout the conversation I remained civil, I never swore and I never personally blamed him for this extremely bad customer service but made it very clear that I was very dissatisfied, found it unacceptable and that I wanted him to take action and resolve this issue. Ragu’s answer was that he could do nothing and that I would be placed at the end of the queue like a new customer. He said that he would email BT Openreach team to see if they could treat me as a priority customer but that he could not get back to me to let me know if this would be done or not, nor could he promise anything other than being moved to the back of the orderqueue.
I will also post this message on the BT Care forum and link to it on your twitter account, and respectfully request an answer back via email and by phone. I trust that you understand that I am extremely dissatisfied with the lack of service and that if I had any other options of getting internet at my property that I would have done this.
I should also add that when I first was given the date of 19 October I asked the advisor if there was any way to get internet sooner, and was told to ‘leech’ one of my neighbour’s BT Openworld connections and purchased a new access point in order to connect to this, and at the time was given a username and password by your advisor. This logon lasted for 5 days and then got closed. This connection when it did work only stayed live for 15 minutes at the time as the DHCP lease only lasts 15 minutes.
In the meantime I have had to purchase 30 days of connection from BT OPENWORLD, which ran until 15 October and now has also ran out. Today I was given another ‘free’ logon by your colleague Ragu and this also only gives me 15 minutes access at any one time and has a limited download on the account.
I expect a reply to this message at your earliest convenience.
Tom Haye

Hi Tom,
I am sorry that you have had problems getting your broadband installed. I know that it is frustrating when appointments are missed and can imagine this is only added to when the next appointment offered is so far in advance. I am terribly sorry that you have had a wasted day off and that you have been asked to wait so long for another visit.
If you have sent this email to Warren's team they will pick up and get in touch with you shortly. If you would like any assistance from the forum Mods in the mean time, even just a quick update, we will be happy to help.
You can contact us direct by using the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
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 :-)”
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BT infinity installation terrible contact/customer...

I recently moved into a new house (05/06/2015) in the Reading area. I ordered BT infinity several days beforehand to cut down the installation time and process. I was told that on the 12/06 my BT hub would arrive and on the 16/06 somone from BT would install my new fibre broadband.
The box arrived on the 12th and my partner took the day off on the 16th waiting for the engineer between 8am and 1pm. When he did not arrive I rung customer services.
After 30 minutes of being redirected I was told that a week earlier (when it should have been) the box to the outside of my house had not been installed and as a result the engineer would not be visiting today. They couldn't get hold of the engineer as to why this had happened and said it would take a laughable two days for anymore info.
At no point in the week previous was I contacted to be told that the external box hadn't been fitted or given any info as to why this was the case (this would have allowed the home appointment to be reorganised and a day off work saved). Furthermore we are still now facing up to another two weeks without internet before this can be solved.
The gentleman on the other end of the phone was of little help. He couldn't give me a direct number to call for more info or an email address to make a complaint and said that because he couldn't get through to the engineers by phone it would take them two days to respond to his email.
As a result I am left without a phone line or Internet, a wasted day off work for my partner and am infuriated that nobody seems to be able to help or care about the fact we have been treated so poorly.
Any advice would be greatly appreciated.

best to contact the FTTP sales team who would know more.
0800 587 4787
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BT Infinity Installation Queries

Hi All
I'm considering purchasing either BT Infinity (most likely) or talktalk's FTTC offering, but had some questions about the in-home installation procedure.
As I understand it, an Openreach engineer will pay a visit regardless of ISP to:
a) Install a new BT master socket
b) If neccesary install an 'Infinity Extension Cable'
Firstly, question regarding a. The house is owned by my parents and some time ago my dad moved the master socket into the loft for the sake of neatness-is that going to be an issue when the Openreach engineer turns up, i.e. is he going to refuse to work on the unit and/or will there be legal implications (according to many posts on various sites the latter is now an urban myth and BT really don't care) If they do refuse, is he likely to leave the box for me to do it myself?
Secondly, re the extension kit, can someone describe it to me? I assume it's just an RJ11 plug to plug cable to run from the filtered port on the master socket to the location of the modem, and have heard it's a bit of CAT5 cable-is that all correct?
This might cause an issue-my Dad won't allow any cables to be run externally around skirting or coving, so will probably have to run from master socket in the loft to wherever the modem/HH will be sat via the conduits already in use by phone cables/power sockets. Depending on thickness of cable this could be tricky-a bit of CAT5 cable would probably fit but even an RJ11 plug might be tight.
Will the Openreach chap help if it becomes that involved, and will be know how to cut and re-crimp the cable if the connectors need to come off? Same question as with the master socket if he can't/won't get involved-will he leave the cable, I imagine I can probably find instructions somewhere on the net to re-crimp it. If he can't leave the cable, can I knock one up myself with a bit of CAT5 and some RJ11 connectors?
Many Thanks
Rob

The Openreach modem will have to be located up in the loft, unless the OR engineer moves the master socket to the downstairs, but either way a wire is going to be needed to run from the loft.
The engineer will fit a socket like this:
and as for the data extension kit, its basically a Cat5e (Ethernet cable) that will be run up to 30metres, and with a reasonable job for the engineer, they won't go all out of their way. As the OR modem has to be located near the master socket to achieve the full speed.
As for the crimping business Im not to sure myself.
Regards Edd
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BT Infinity Installation question

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