Bt infinity ip problem

I had bt infinity installed on the 30/03/2012 I could not check my speed on the day of installation as I did not have a long enough ethernet cable (which I now have) and was also not wifi connected (which I now am). When i finally connected my computer I was getting 4Mb download speed and 8.9Mb upload speed. Bt sent out an engineer after waiting the pointless 10 day period, who found a fault on the line and fixed it showing that there was 40mb coming in to the master socket but there was still no improvement in download speed. He then contacted bt wholesale and told them that it was a settings issue on they're end as he had tried a new hub and modem and connected through cable and wireless and checked it on his laptop with no speed difference. The engineer then left saying they would reset my ip settings and that should cure the problem. after a day I speed tested again it got to 12.89Mb download and the ip profile for connection said that I had a max of 13.16mbps. So I called bt again and told them my settings were still not right so they sent out yet another engineer. When this engineer checked everything he told me exactly the same as the first, that I was getting 40Mb coming into the socket and that the bt settings were throttling my speed. So he phoned bt wholesale and told them to reset my settings again and promptly left. I then waited 2 days to give them time to reset everything, and this made no difference bt speedtest is still saying ip profile for connection is a max of 13.16mbps. I rang bt yet again who were going to send out yet another engineer, I told them that it would be a waste of time as 2 engineers had said it was a settings issue and to sort the problem out on their end. Since then there has been silence. I thought i'd give the forum a shot before I go to the ombudsman as after speaking to 90% of the indian call centre staff has resulted in nothing more than a headache !.

Best bet with this sort of tail-chaser is to contact the Forum Moderators via this form:
https://bt.custhelp.com/app/contact_email/c/4951
They are pretty good at sorting out this kind of problem. Please be patient as they may take a couple of days to get back to you.

Similar Messages

BT Infinity Connection Problems

Hi, I recently got BT Infinity 2 at the start of the July after having enough of Virgin Media's awful service. When BT Infinity was first installed, the BT engineer said to me that I should be recieving around 60 download and about 20 upload due to how close I live to the exchange box. For the first few weeks everything was running fine, I was getting around 40 download, 18/20 upload and about 20 ping which was fine for me however after a few weeks everything turned awful.
Firstly, the connection speed dropped to 8/10 (sometimes even dropping below 2), upload to around 4 and my ping rose to about 80. The connection was also dropping constantly about 8 or 10 times a day, it would stay connected to the router however the internet would just stop working for 30 secs - 1 min then start working again. This happens on both wired and wireless. Also, I noticed that sometimes when others rang my house phone, my connection would stop working for about a minute (weird).
After putting up with this problem for over a month a half waiting to see if it returned to normal I decided to ring up the BT customer support line, the BT staff asked me to power cycle my modem and router to see if the connection improved, it didn't so the staff told me he would monitor my line as he could not see any problem and he would ring me up in 3 days. 3 days later my connection stayed the same and still no phone call, so I waited another week and then rang up again. This time after power cycling my modem and hub again to no avail, the BT staff organised for a BT engineer to come round and fix the problem.
The BT engineer came round and said the previous engineer had installed it incorrectly and that he had now fixed it. Yet again the connection was fine for about a week. I was getting 30 download, 15 upload and about 30 ping which wasn't how good it was at the start however was a big improvement over what I was getting before. However, yet again after a few weeks the problem arose again and my connection has gone terrible again.
Has anyone had this problem before and know anyway I can fix it?

It could be that you have an internal wiring problem.
A likely one (that I had) is that you have an extension wired from a junction box before the master socket. The extension had been fitted by the GPO 25 years ago: the wiring was appropriate then, but not appropriate for Infinity.
If so, disconnect the extension at the junction box. If you still need the extension, wire it into the master socket where it will be filtered. As a very temporary patch, try fitting an old ADSL filter between the extension and the phone.

BT Infinity speed problem

I have bt infinity with a home hub 3. since installation 2 years ago the fastest download speed achieved was 20.16, this was 2 weeks after installation. Within 3 months of installation the speed was around 12. The average is around 10-13mbs. last week the speed dropped to 10mbs. i did the bt wired speed test it still came out at 10mbs. It indicated that the speed to my house was good (whenever I do a wired and a wireless speed test the results are virtually identical). so i called bt. they did various tests over the phone then said they would so a 'stale' test which takes 24hrs. After the 24hrs it was still at 10mbs. 2 days later it went upto 15mbs. on sunday it went back down to 10mbs. its currently 14.8.
i called customer services they said my estimated speed should be between 17-26mbs. but when i contacted the technical people they said it should be 17mbs max.
so i am really confused as to what speed I should expect, i know I am not particularly near the exchange. i also know my setup should be fine, the bt cable goes straight into the main telephone socket for the house. I then have an extension off that. I do have ethernet cables for iplayer and british gas 'hive' going into the hub. when I did the speed tests these were not in use.
I have followed the troubleshooting hints, download the bt desktop, done diagnostic tests, pressed restart on the hub,reset the hub.
I read a previous post where they suggested doing the dsl line checker, which i have done,here's the results.
Featured Products
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
Downstream Range(Mbps)
Availability Date
High Low High Low
FTTC Range A (Clean) 25.6 18 5.1 3.3 -- Available
FTTC Range B (Impacted) 20.5 10.4 4.3 0.8 -- Available
WBC ADSL 2+ Up to 2 -- 1 to 3.5 Available
ADSL Max Up to 1.5 -- 1 to 2.5 Available
WBC Fixed Rate 0.5 -- -- Available
Fixed Rate 0.5 -- -- Available
Other Offerings
FTTP on Demand 330 30 -- Available
Fibre Multicast -- -- -- Available
Copper Multicast -- -- -- Available
Can anyone tell me what speed I should expect?
If my current speed is not correct how do i persuade BT to come and fix it?
thanks

Hi,
Thanks for the help. i had already done the 17070 phone test this morning and the line seemed fine. but when i made a call at 4pm the line was really crackly and when i read your post i did the 17070 test again and it was also really crackly.
the crackly line seems to be a new thing that has happened intermittantly over the last few weeks.
heres the results of the btwholesale speed test. before i carried it out i followed the instructions and also disconnected the ethernet cable from iplayer to the hub so the only ethernet cable connected was from the homehub 3 to my laptop.
download speed 11.67
upload speed 2.66
ping latency 59.63
1. Best Effort Test: -provides background information.
Download Speed
11.67 Mbps
0 Mbps 14.52 Mbps
Max Achievable Speed
Download speedachieved during the test was - 11.67 Mbps
For your connection, the acceptable range of speedsis 10.16 Mbps-14.52 Mbps .
Additional Information:
IP Profile for your line is - 14.52 Mbps
2. Upstream Test: -provides background information.
Upload Speed
2.66 Mbps
0 Mbps 10 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 2.66Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps
We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.
i have just done another speed test an hour after the last one and the download speed is 14.13
maybe you can make sense of it!!
Thankyou

BT Infinity Installation Problem

I know I won't be the first person to post about installation woes with BT Infinity (and probably not), but here goes:
I placed an order for a BT phone line and BT Infinity 2 at the end of July. The activation date was 13 August, and originally the BT engineer was scheduled to come to our flat for installation on that day as well. The day after I placed the order, I attempted to reschedule the installation date for 11 August, as neither my fiancee or I could be at the flat on 13 August. The online scheduling tool confirmed the new date and everything seem fine. About a week or so later, the order management page was updated to indicate that the engineer did not need to come to our flat and could complete all the work at the exchange.
The activation date came and went, but neither the phone line or the broadband worked. On midnight 14 August, my order was updated on the order management page to reflect that the order had been cancelled. This of course made no sense. I phoned up BT's customer service line at about 09:00 on 14 August, and after speaking to a frankly quite incompetent individual, we managed after about an hour to establish that the order cancellation was BT's fault. Apparently, BT's offline team had been notified by Openreach that they could not meet the new installation date of 11 August. Instead of notifying me about this, the BT team member cancelled my order! What is worse, they did not notify me that the order had been cancelled. Instead, the order management page indicated that the order was still progressing and that the BT engineer need not visit my premises. This was completely the wrong information. Somehow, I had to wait until after my activation date to first be notified about the cancellation.
Needless to say, I was furious. I was then told that I needed to place a new order. I rebutted this, indicating that it was BT's error and that they should correct it. Placing a new order would result in another two week delay before installation and possibly double charging. I asked to speak to the order management team member's supervisor. I was informed that he was busy and could not speak to me at that point in time. I again reiterated that this was unacceptable. The team member scheduled a callback from the supervisor for between 12:15 and 14:15.
No-one ever called back.
I phoned BT customer services back at about 14:20, and spoke to a very helpful individual (who I think was named Dave, but I can't be sure). He was very apologetic. He created a new, identical order with an installation and activation date of 28 August, and arranged a callback with a manager so that the order could be expedited and the activation date could be brought forward. That callback was meant to happen by 20:00 on the same day.
No-one ever called back.
This morning (15 August), I phoned BT customer services at about 09:30, and spoke to a somewhat rude, but still helpful individual. He arranged for the BT line to be activated within 24 hours. He also filled out a form to expedite the installation and activation of BT Infinity to next week Tuesday (19 August).
This is where I am at the moment. I am really not sure if Openreach will approve an installation date that is so soon. And if they reject it, I am not sure if my order will be cancelled again. This has been an incredibly frustraing, time-consuming procedure (and I realise other people on this forum have had it worse). Hopefully it all works out, but I am not holding my breath. Will this post with the outcome.

Good afternoon traveller10 and welcome to the forum.
Unfortunately there have been other posts on this forum of a similar nature. It also appears that it is all too common for call backs not to be made. Broadband cannot be installed without a phone line (obviously) and it appears that it is normally 2 different engineers (and probably 2 different departments) one of which deals with the new phone line, and the other that installs the broadband !!!
I have notified the moderators of your problem, and hopefully they will post an invite on this forum in order for you to contact them. They can take 2 - 3 days to reply, but they take your problem on, on a personal basis and have a VERY good record of sorting out problems such as yours......
If you found this post helpful, then please click the star on the left, after all, I'm only trying to help........

BT Infinity installation problems - is this normal...

extended rant follows...
I moved house on the 11th July and ordered BT Infinity 2 for my new address. Openreach Engineers came on the 14th July and provided the modem and wall socket. I was led to believe that they had effected the changeover to fiber at the cabinet. They informed me there was a short in the house internal wiring, however after they left, my broadband was working, albeit at about 2Mb/s. Another engineer appointment was booked for the 5th August. I then went on holiday for 2 weeks. On the 5th August a broadband engineer turned up and said that he had been incorrectly booked as this was a phone line problem, and left. I then received a call saying a phone line engineer would come on the 6th August, which he did, and by finding the junction box in the flat and running new cabling out from it, he fixed the short. My broadband then became operational and seemed to be running at fibre optic speeds.
On 17th August my home hub started showing an orange broadband indicator, with the modem showing VDSL was working. Power cycling, resetting, nothing worked. I called and emailed bt broadband support, who promised to sort my problem. On 19th August having heard nothing I called support again, and after being passed around for 2 hours I was finally put through to order management who informed me that I did not in fact have infinity installed, that my order was incomplete and that absolutely nothing further would happen until I had had another visit from an engineer, which would happen on the 1st September, 7 weeks after the initial installation visit. The operator also said that I had another engineer visit scheduled for the 18th that had been cancelled, both without my knowledge - no emails, texts etc, and that this might explain why my broadband had stopped working - it had been switched off.
I'm seriously considering cancelling my order and moving to a much smaller provider that does not have these administration problems. I should not have to spend 2 hours on hold to find out something that perhaps I could have been told when I first contacted BT. Am I in my rights to do this? I've been a bt broadband customer for at least 3 years.
If not,what is the procedure for ensuring that I am not billed for 2 months of infinity broadband that I will not actually be supplied?

I think your Openreach modem may have joined many of it's friends. I expect you've seen the Modem replaced 3 times in two months thread.
Unfortunately India seems to default to "there is a fault at your exchange"... your "you don't have Infinity yet sir" may well be a new version/tactic so that when the engineer arrives in September he will pop a new Openreach modem on the wall.
I think I would seek help from a forum mod, they are very helpful but pretty busy, so will take a few days before you get a reply.
If you do want to get help a contact form link is below. You can refer/link this thread to it giving them the background.
http://bt.custhelp.com/app/contact_email/c/4951
I am dreading when it's my turn to get the bloomin' thing replaced as I believe it sometimes causes the exchange to slow your IP profile down to something in the 20 to 25Mb range and it's a devil of a job to get the IP reset back up.
I hope you don't jump ship.... My previous ISP was a nightmare to get help from, and that was working with a product (ADSL) that has been around for 10 years.... Infinity has only just landed and there is a rumour... which I am helping to spread that we may get an even faster speed in the not too distant future.
Edit Crikey September 1st is just around the corner.... well not if your broadbandless of course.
I was just surprised when I looked at the calender and realised our summer only has less than two weeks to go... what a grotty old summer it's been, remember those lovely hot "global warming!" summers of 1995 , 2003 and dare I say it 1976 ... Rambling a bit here sorry.
Good luck
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

Infinity Speed Problems and CS problems...again.

For the second time within a period of a few months, I've been lied to again (well it feels like it ) by various departments within BT regarding call backs and assurances over line speed capabilities along with the resolution of issues.
I'm just tired of the poor customer service issues and that to even look at getting anything done, you have to come on here or Twitter and complain or as some people do, email the BT CEO and board. I should also add that 1st line tech is useless. When I first reported my problem, I'd already followed the inital diagnostic steps from the BT site. Checked the wiring, ran the speed checkers etc...yet when they asked me to run the check I said I've done that already and this was the result. They ignored that and kept asking about five times before it finally dawned I'd done that already.
Anyhow, there's no point going down that route again. Don't mean the above to sound like a mini-rant, but I'm just so frustrated and disappointed. I'm looking forward to speak to someone in the UK to talk about the issues, but I worry that may be a different task altogether.
So HH5 arrived on 24/11 and installation of Infinity 2 was completed by engineer on 26/11. Prior to this I was expecting somewhere between 63/80 based on the down estimate, the up estimate was upto 20. I'm aware these are estimates, but the several times I spoke to sales (and cancellations at one pont for some reason) I was assured I should get at least 63 if not more.
Once the engineer had left my router settled at 56D and 11U. I thought ok, not a bad start given that I was led to believe by both sales and the engineer that this should settle and be trained over the next few days. Now this appears to have happened as the line was reset a few times during the first week or so. The line appeared to stabilise at 56/11. Not quite what I was promised, but I thought ok, let's see what happens. DLM in play here I believe.
Then a couple of weeks ago, my line suddenly crashed to to speeds somwhere in 20/30 range and the upload went as low as 7. BT have apparently fixed the fault as confirmed by the BT Care twitter team by email sent on 27/12 which I only read this morning. This I thought explained to me why my line was being reset at random again over the last few days. I should add that from my perspective, the line appeared to be rock solid at the higher speeds over a number of weeks. And if it had stayed that way, I'd probably have accepted it as the best I can get.
According to my HH5, my line is currently running at 42.85/8.216. Now I know the line can support more from the inital few weeks after Infinity was installed. My query here is as I have read in other posts, if DLM is supposed to set the line at top speed from the get go, why is my speed now 20Mbps below the estimate. Screenshots below.
So if anyone has any helpful comments that'd be appreciated. I don't have much time to deal with this kind of thing as I have caring responsibilities. I know from the stats above I've got nowhere near the top end speeds on both A/B type lines.
Even though the email I received from BT says the fault has been cleared. Clearly, it appears not to have been. Given the overall fault is still ongoing, it was very annoying that the BT agent would have the temerity to suggest a charge of £129.99 for an engineer visit if there is no fault with BT. Well I can only think there is somewhere. Possibly the network, maybe the cabinet/exchange or something else. The internal wiring has not been touched since the engineer installed everything.
I have a feeling an engineer visit will be required, but I certainly couldn't afford to pay for it.
Thanks for listening guys. Happy New Year to you all.
Solved!
Go to Solution.

56/11 rock solid is what I was getting up until the fault started. They claim it's resolved, which clearly it isn't.
My HH5 is about 3/4ft away from the master socket. Simple cable setup by the engineer and it's not been touched since the engineer visit and a visual inspection confirmed the setup was right. It would be, given it's not been touched. Too many horror stories about problems getting the £129.99 refunded for people who should never have been charged it.
I've tried speaking with BT 1st line before. While quite possibly nice people, they are the most ineffectual technical people I've ever had to deal with.
The BT twitter people have a link to this thread showing all my results etc...whether they can do the right thing or not, I'm not sure if they have the remit.
Hopefully someone will be able to pick this up in a day or so and at least speak with me.

BT Infinity Wireless Problems

Hi,
We've just had BT Infinity installed on Wednesday, and seem to be having a few problems with it.
We've had BT Broadband with the home hub 2 for a couple of years, but over the last few months the wireless performance seems to have degraded a fair bit. I was still downloading at about 500kbps on my desktop but playing online on the xbox 360 and ps3 was impossible due to lag and disconnections. Contacted BT, and went through all the basic motions to fix it, but then got to the stage where the next thing to try was replacing the home hub. BT offered us an upgrade to BT Infinity, which I thought would end all the problems and speed things up a lot, but that doesn't seem to have happened.
Had the engineer round on Wednesday when I was at work, he tested the connection both wired and then upstairs to my desktop setup, and said it was fine. When I got home, initially the connection wasn't picking up, but as soon as I started internet explorer it picked it up, and I was downloading at around 1.8mbps on steam, and all the problems on the consoles seemed to be rectified. Later that night though, I saw that the connection had dropped out on the desktop. Eventually it came back, but downloading at about 36kbps. Then it dropped out again with a 'limited connectivity' problem. At first I thought it might be the old Netgear wireless adaptor I was using, but both the xbox and ps3 weren't connecting either.
I've tried changing channels on the router, and even switching down to just b/g networking standard from b/g/n to see if that makes any difference, but nothing. I know you're supposed to give a new connection 10 days or so to settle down, but I can't see that having that big of an impact. The only other thing I can think of is a major amount of interference coming from somewhere, but the weird thing now is that the connection is even less reliable with Infinity than it was with just plain broadband.
If anyone has any advice I'd be very grateful!

Hi everyone,
I just wanted to share my feedback following my recent migration from ADSL BT broadband to Infinity.
Firstly, the speed is noticably quicker, especially through a wired connection, but...
Over the last weekend I have spent more than 1.5 hours on the phone to support finding out why my connection was being dropped.
The symptoms: Wired connection OK, but wireless connections were not getting out to the internet.
Cause: Wireless connections were not being allocated IP addresses, or were losing IP registration.
BT checked the line and found no issues. To fix the problem, I had to reset the HH3 router, and in one case, I had to reset the OpenReach box.
I understand that it's good practice to reset / restart a router from time to time to refresh the connection, but I have had to do this four times in the last three days. Yesterday, I had to do it twice in three hours!
This is frankly unacceptable. It's interesting to note that some Infinity users are choosing to use their own routers instead and I guess I'll probably end up doing that myself, but I really shouldn't have to.
BTW - Before moving to Infinity I was using BT ADSL Broadband with a Belkin router - I restarted that router about once a year. It's frustrating that I've moved to a faster, yet less stable service (referring to the total service provided by BT - hardware and connection).
Thanks for reading!
SB

BT Infinity + Flickr Problems

I have just had BT infinity done, I uploaded to Flickr that day no problems at all, since then it hasn't worked.
No error messages appear it just doesn't upload
I have tried:
Restarting the computer
A different computer (college one, doesn't sign in to Flickr using my email and password, just keep asking me to enter my password no error messages - password 100% correct and email)
Trying different photographs (edited and unedited)
Clearing the history + cache
Restarting flickr (signing out and back in)
Firefox + Internet Explorer
Flickr Uploader, upload on website (basic uploader says the internet has been reset but internet still works . Tried using the normal upaloder on Flickr it says - BONK! None of your files made it, try again or cancel.)
Uploads fine to Picasa webalbums and facebook though
All of this and still nothing.
Help please.
Thanks in advance

Hi PhotographyGal
Welcome to the community.
This sounds like a strange fault, is it still persisting?
If so send us an email using the contact us form address in my profile. You can copy the form address from the section 'About Me'.
Thanks
Stuart
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 that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Bt infinity wifi problems

hi all
ive had bt infinity for a few months now and i have to say the connection is great
the wifi however is rubbish and i cant put my finger on the problem.
i have no electrical items" too close" ive tried 2 different home hub 3's and also a netgear n750 router and nothing seems to improve it.
initially it seemed fine for the first three or four weeks but since then , although i can see the signal, i cant seem to connect to it, either with any speed or mostly even at all. when i do get on the wifi its slow and unreliable , before finally dropping out and tnight again i cant connect at all wirelessly
the hard wired connection is fine i might add and all the relevant lights are always on and the color they are "supposed" to be
ive tried everythingican think of, but i cant seem to get a decent wireless signal i can connect to.
ive tried changing the channels, leaving them on auto etc etc
ive even changed the encryption standard to see if that was the problem and also spend hours on the phone to bt infinty "support" in india.
althought they were intially helpful, they were a waste of time and didnt call again when they promised to to see if it had improved at all after i had connected briefly. (which i do seem to do occasionally)
has anyone else got this wifi problem ?
please can anyone advse me on this as the mrs is making my life **bleep** lol

Just a few things... some I am sure you know
Free wifi scanner.... http://www.metageek.net/products/inssider/
What's killing your WiFi http://www.pcpro.co.uk/features/367672/whats-killing-your-wi-fi
Using a spare router to extend/improve wireless access http://www.jarviser.co.uk/jarviser/repeaterhubswired.html
Wireless repeater http://community.bt.com/t5/BT-Infinity/Infinity-Home-Hub-3-0-amp-Edimax-EW-7416APn-V2-Universal/m-p/...
Bit of a shotgun approach.... maybe one bit of info might help, but I am a rotten shot.
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

BT Infinity wireless problem

Hello. We just updated to BT infinity a few days ago from are old BB, the enginer came out and installed it, all seemed fine untill one of are 3 computers in the house (all on Belkin wireless) started to have a problem.
The computer connects and dissconnects when im on my normal web-sites that i goto (router light is still on). Thought maybe the wireless dongle was broken, so i tried it on one of the other computers and it works fine. So i thought ok, ill uninstall and re-install the Belkin software but that didn't work. So i connected up the cable to the router and that works fine. Im lost as to why my wireless will not work on my computer but the other two computers work fine. (all 3 computers worked fine on the old BB just 3 days ago). Any suggestions would be welcome.

Hi
Just to confirm I have a PC and laptop both running windows XP, two laptops one with Vista and the other win 7 and finally a netbook with win 7... and all work well at the same time on my Infinity installation.
So don't worry about your 3 overloading things.
Is it possible to move the problem machine closer to the HUB as a test?
I am just trying to establish a working situation for it.... If it works can you then move it to the same area as one of the other machines and try it there?
It may be that the wireless channel your HH3 is on is ok on one side of the house but may be getting interfered on another side....
May be a neighbours signal on that side... or closer to microwave/video sender/street lights/Christmas lights, basically anything noisy.
You could try one of the working machines in the area that has problems but unless they are identical machines one may have better interference protection or wireless card.
I would download Innsider and make a note of the channel your presently on and then go into the HH3 advanced settings - wireless and move from Automatic to a specific clear/least congested wireless channel... apply.
Some other wireless info msg #2 here.- http://community.bt.com/t5/BT-Infinity/Homehub-slow-wifi/td-p/323713
And http://community.bt.com/t5/BT-Infinity/Disconnecting-for-2-3-seconds/m-p/322001#M17673
Edit I've assumed they're laptops that you can easily move around ie on wireless connection.... but reading your post again they may be PC's so not to easy to lug around.
So I would concentrate on identifying a clear/least used wireless channel using the inssider wireless scanner and then take the HH3 off automatic and try a few of those wireless channels.
Inssider is free but only for PC's not Macs... I think iStumbler or something similar is for Macs.
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PC (NDEGR)

BT infinity install problem

I was meant to have bt infinity installed today, but according to the engineer the cabinet has hazardous material in it (Asbestos ) so he cant do the install.
So I ask when this is likely to be fixed and who I should contact to which i get the reply sorry i dont know.
The only thing i dont know is he submitted a report about not being able to do the install
so who do i contact ?

Hi Skirkham,
Sorry to hear of the problems with your installation. If you click on my name to the left of this post and look under "about me", you'll see a link to a webform. Fill this in and we'll look into the case to see what the next steps are.
Cheers
Dean
BTCare Community Mod
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 disconnection problem

Hi
I've had the BT Infinity package for about 4-5 months now. Initially it was very stable. Connected all the time and great download speeds.
I've still got great download speeds, but the connection keeps dropping. This has been happening for a couple of weeks now but is gradually getting worse. Today (I'm supposed to be working from home), I've been offline for hours on end and the connection keeps dropping.
I've logged a fault via the Indian support team. After about 2 hours the fault was flagged as being fixed, eventhough my connection has at least dropped twice since that update.
I've contacted the Indian support team again, and all they could do (say) was that the call was still open and being looked at.
How do I get someone who knows what he/she is doing to look at this issue? I'm a computer professional and know what I'm talking about (well most of the time ).
I need to get this problem escalated! Any ideas of how to get this looked at in a serious manner.
Thanks,
Ronald

Thanks for your responses.
I've got the BT Infinity 2 package, with speeds of up to 40 Mb and unlimited usage. To try and eliminate any issues I've disconnected my printer and nas from the hub, and I used a cable to connect my laptop, i.e. not using the wireless.
Leading upto last Friday (21/10/2011) I was getting more and more disconnections. The connection would drop and then reconnect about 5 minutes later.
I logged the problem/issue with BT.
Sometime on Saturday (22/10/2011) my Broadband started to work again (well it stayed connected for about 24 hours), but at the same time my phone stopped working, no dial tone, no nothing.
Contacted BT again.
Sometime on Sunday (23/10/2011) my Broadband stopped working completely and my phone started working again.
On the modem all 3 lights are green, on the home hub I've got 2 blue lights and the middle light orange (the broadband light).
Again contacted BT.
On Monday morning (24/10/2011) an engineer turned up at our property (without appointment, but I suppose that's another story). Fortunately my wife was at home. He swapped out the BT Infinity modem and the home hub 3 for completely new equipment. He spend well over an hour at the property but couldn't get it working. My wife doesn't know what he was doing, but his parting words were there's some mapping missing. I'm not sure what that means, maybe someone knows?
Tuesday (25/10/2011) nothing happened until I contacted BT. An engineers visit was arranged for Wednesday (26/10/2011) morning (between 8 and 1).
Wednesday (26/10/2011) arrives, 1 o'clock arrives, no engineer.
Called BT. Apparently the engineer had identified a problem at the exchange which could be fixed there.
Thursday (27/10/2011), still no broadband.
What do I need to do to speak to someone who is actively looking at my case?
There are about 6 people in the Indian call centre who are personally looking after my case. None of them ever rings back. I get no feedback or anything of what is happening and when the problem will be resolved.
I need a broadband connection for my work to provide out-of-hours support, which I am unable to do now.
My son is doing his A-levels and a lot of his work is provided on-line, which he has got no access to now.
We are unable to do any of our banking online.
Bascially this is a major inconvenience.
Thanks,
Ronald

Bt Infinity placement problem

I recently upgraded to BT Infinity from my Bt homehub2.This was to increase my speed on my laptop but mainly
to get a better connection and speed when I have my grandson over with his xbox console.
My homehub was located in my living room but according to the Bt Engineer who came out to set up the new hub and router this wasn't my main box and for reasons I didn't really follow he ended up making the box in my small third bedroom the main box so the infinity router and new hub went in there.As I usually use my laptop in that room I asked if the stronger signal would be available throughout the house particularly in the living room where I have a freeview box and where my grandson plays on his xbox.The engineer assured me it would.--RUBBISH... the signal in my living room is now much worse than with my old hub.The first time my grandson tried his xbox he only got 1 bar signal and it took several attempts to get connected.Halfway through a game the connection froze and he lost all he had been working on.
I phoned the helpline and they just changed the channel on the router from 1 to 11.
Today(14th sep)my grandson is here again with his xbox,again a few attempts to connect and only 1 bar showing.As he is fond of telling me at home he plays his xbox in his bedroom,the connection comes from an old white home hub in the lounge downstairs and he gets 4 bars connection.!!
My laptop when in the room where the hub is has got quicker,so it should its a few feet away from this supposedly
fantastic Infinty router.
I wish I had listened to the warnings from friends and family about the inflated benefits from Infinity.
I had to pay for the Engineer's visit.I am not happy ,in general I am worse off than before.(I can hear my grandson moaning about the connection as I write!)If I was able to move the hub down to the living room would it then adversely affect the speed on my laptop?This is not at all what I imagined I would get from Infinity.According to my sister who used to work for BT the engineer should have run a cable from the box in the kitchen(this turned out to be the main box-who knew?)to the lounge,a distance of about 30 ft.The box in the third bedroom is directly above the kitchen one so presumably that is why it became the main box.Oh and I also discovered that the box in the kitchen is now dead and it is the only one in the house where I do not use a cordless phone so the phone on the wall next to the box is now redundant.I definitely did not realise I was going to lose that connection.Sorry to go on and on but I would not recommend Bt Infinity to my worst enemy!!!!

No ISP will guarentee wireless connection strength, as it depend on the layout of the house.
There are things you can do to extend the coverage, and these pages should give you some ideas, aspecially if you still have your old home hub 2.
Wireless connection problems
Network connection problems and possible solutions
As far as phone extensions are concerned, if your original phone extensions were wired incorrectly, then the Openreach Field Technician would have needed to change them, to ensure that Infinity would work properly.
All extensions need to be connected to the new Infinity connection box, as shown here.
Has your Infinity Installation been wired correctly?
This may have not been possible in your case, owing to the layout of your existing wiring, however you may be able to reconnect the kitchen extension, by following that diagram.
The other alternative is to purchase a couple of digital handsets, and plug the base station into the bottom of the Infinity socket.
This is a much cheaper and easier way, and is the method favoured by may contributors to these forums.
Any upgrade to high speed Internet, would have involved the same changes to the wiring, as old internal phone wiring cannot be left connected directly to your line.
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 modem problem with Kelly Communication...

Hi all,
I am using Unlimited BT Infinity 1 (just for one month). I just received a call from a mobile phone regarding my broadband modem. He said he is from Kelly and there is something wrong with my broadband equipment. He is going to send an engineer to my home to change something (like taking the modem back?).
I searched on the forum and found a post about "Infinity Modem Swap & Kelly Communications" but that's about 1 year ago. In this post (http://bt.custhelp.com/app/answers/detail/a_id/37051/) it said:
"We've been working with Kelly Communications to replace the Openreach modems for some BT Infinity customers. We've now finished this work."
anyone else gets the call? not sure if it is a genuine contacts because they didnt even veryfy any account detail (but he said he knows my address).
Cheers
Chris

It could be that they have used an old modem and are going to swap it.
You could try calling BT to see if the know anything about it.
If they do come to your house make sure you verify their details and check ID card and stay with them when they change the modem over. If at all in doubt don't let them in.
If they telephone again and ask to check your computer do not let them. They have no need to do that.

Broadband Infinity Connection Problem

Hi,
I've recently been experiencing problems with the connection for broadband. The green light appears only to turn orange and then the red broadband sign appears.
I have checked all the wires are correctly in place and i have also followed the troubleshotting instruction with no luck.
Is anyone else experiencing the same problem today? If so are there any quick solutions to fixing it?

Yes, there seems to be outages across the country. My problem is that according to BT my location, Milton Keynes, isn't one of them. Getting wound up!!

Bt infinity ip problem

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