BT Infinity Issues in Basingstoke

Hi,
I've been experiencing BT Infinity issues for the last 10 days. It appears to be intermittent, where packets are dropped. I have used a ping test to check, and when it appears slow to browse or watch a movie, packets are bing dropped. When it does connect, the speed is fine, around 35Mb, however, the packets being dropped is obviously slowing everything down.
I have plugged directly into my router, tested, same issues. I have switfhed off and restarted both my hub and router multiple times, to no avail. Today my neighbour has mentioned the same issues.
Please help.
Cheers
Steve

Hello, I've also had the same problem for the last week. Reported it to ELC and it has been esculated. You should report it to the moderators and they will be able to help you.
You can contact the moderators here, they will take personal ownership over your case until it's resolved.
They normally take 3 working days to respond.
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

Similar Messages

Post Moved Infinity-Issues

Moved to Infinity Board http://community.bt.com/t5/BT-Infinity/Infinity-Issues/td-p/647136
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

I was going to put it in the Infinity forum but as there were other similarish ones here, and that my problem is reagrding a connection issue (my modem gets Inifinity just fine), I thought thought the connection issues forum would be the correct place.
Also as HH3 is not Infinity specific, I thought the problem was not necessarily Inifinity specific either
Even so, thanks for putting in the correct place.

Infinity issue - replying to forum moderators tick...

I have been dealing with the moderators over e-mail due to my infinity issue and the last 2 resposnes I have sent to the forum moderators e-mail after they replied to the ticket have had this automated reply:
Hello,
Thanks for trying to get in touch with us. Sorry but we don’t monitor this mailbox, so you won’t get a reply to your email.
Ask the community
Try searching our forums to see if someone’s already asked the same question as you.
If you don’t find what you’re looking for, do join the forum and post a new question. There’s a wealth of knowledge on the community, and we’re sure you’ll find what you need. But if not, our eagle-eyed moderators keep watch over all postings, and will happily extend a hand of support.
Still stuck?
If all else fails, try our help pages.
Thanks,
BT
Have my e-mails been received or not? I have always replied to these tickets without a problem before but the last 2 have been replied to automatically with this e-mail.
Thanks.
Solved!
Go to Solution.

Hi abyssunderground,
Sorry for the confusion. Can you try replying again?
Cheers
David
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Customer Service & Infinity Issue

Hi All,
Apolgies for having a dig on my first post here, but looking at numerous messages over the past few days, I believe I am not alone in my current issue with BT Inifinity.
I moved over to BT inifinty from Sky three weeks ago, as Inifnity was finally available in my area. MY internet was then positioned at 36M download 7M upload. A massive leap from Sky.
I then paid 12 months line rental up front, and took advantage of the reduced rate for 3 months.
Thats when the issues started and still contunue.
Firstly BT infinity was installed fine, and then 3 days later we lost the house phone. Yes, the house phone was completely dead, and as it was the weekend, we didnt have a working phone until the Tuesday. Not to worry, teething problems I thought, but the engineer stated it was incorrect in the exchange...
Never mind, look on the bright side, I have infinity bb speed.
Just a week later, i recieved an email to state my limit was nearly full on my BB. I was surprised as no one informed me there was a limit to infinity. Therefore I then changed my account to pay more money to BT to enable the unlimited. Thanks BT customer sales service for not informing me of that one!
Then we come to the final piece of the jigsaw. I didnt contact BT about my infinity service as i was waiting for the 10 days BB period to settle down. However, we have only ever recieved max 22M download and 4.5M upload. So i contacted BT support to report it. Low and behold I recieve the email saying a fault has been raised, recieved two phone calls from an indian support centre, and heard nothing back.
On checking my support status this evening, I see BT have stated in the fault report that they believe the issue is now resolved. No email confirmation to me, and the fault is still not resolved! I still have the same BB speeds, and no where near what i was offered.
Based on the above, do you believe this is good customer service?
I am now paying more than i thought due to wrong information from the BT sales team, was not connected correctly when the service was activated, lost my home phone for 5 days, still do not recieve the speeds i was told i could recieve, and when i do raise a fault, it has been reported fixed when its not, and recieved no information.
I am a calm person, actually do work in the telecoms industry, but if I did this to one of my customers, we would lost them.
Could anyone help me on how to try and fix my issue please?
Many thanks
Alan

Hi,
If you have read my original post, then you will understand that I did report the fault, but BT have no stated in the case notes that they believe it is fixed. This is not the case, and the notes were updated without any communication to myself.
I am fully understanding of fault processes, but in this instance I do believe that BT customer service does need to be improved.
I am also fully available to assist BT in resolving the fault but the fault has been reported over a week, no correspondance.
To that end, I will not be responding to say your post was an accepted solution.
Rgds
Alan

BT Infinity issues and poor service

I reported an issue with the Infinity team that I can not access the internet several times a day and the only solution is to switch off the hub for several minutes and then switch it back on.
After several calls to the helpdesk and not being provided with any information as to the 'fixes' which have been applied I was in a call yesterday for 15 minutes waiting for my call to be escalated as I requested. The call was cut off! I actually got a call back and an apology! I said that I had spent too long on the phone 'waiting' for someone to explain what had been done to date to attempt to resolve my issue but no answers were provided. I was informed that the case had been closed! I questioned why and was informed that someone had spoken to my wife and closed the case. This is incorrect as nobody has spoken to my wife and she would not state the issue had been resolved has it clearly has not!
I was promised yesterday that a supervisor would phone me back to discuss the case as I am not happy at all. This poor service is costing me money as I am not capable of working without the broadband connection!
I would like someone to take ownership of my issue and provide me with the service I expect from paying for this premium service!
I've just looked at the closed case which I was informed had been re-opened I can see no update and that it is still closed!
Please open it now and provide an update as promised on several occasions.
VOL011-49442052268
Regards
A very unhappy customer.

JasonT wrote:
I reported an issue with the Infinity team that I can not access the internet several times a day and the only solution is to switch off the hub for several minutes and then switch it back on.
After several calls to the helpdesk and not being provided with any information as to the 'fixes' which have been applied I was in a call yesterday for 15 minutes waiting for my call to be escalated as I requested. The call was cut off! I actually got a call back and an apology! I said that I had spent too long on the phone 'waiting' for someone to explain what had been done to date to attempt to resolve my issue but no answers were provided. I was informed that the case had been closed! I questioned why and was informed that someone had spoken to my wife and closed the case. This is incorrect as nobody has spoken to my wife and she would not state the issue had been resolved has it clearly has not!
I was promised yesterday that a supervisor would phone me back to discuss the case as I am not happy at all. This poor service is costing me money as I am not capable of working without the broadband connection!
I would like someone to take ownership of my issue and provide me with the service I expect from paying for this premium service!
I've just looked at the closed case which I was informed had been re-opened I can see no update and that it is still closed!
Please open it now and provide an update as promised on several occasions.
VOL011-*********
Regards
A very unhappy customer.
Hi there,
Firstly, I would advise you to edit out your VOL number from your post for security reasons.
Also, if you follow this link, it will allow you to fill out a "Contact us" form for the mods. Please remember to include all your account details in this and the mods should pick it up and contact you back.
I hope this info helps.

BT Infinity issues and only been with them since 4...

I have been so looking forward to faster broadband, religously checking the availability of infinity for my area for months and eventually hey-ho here it is. After having a HH3 on BT BB for years and not a single issue I thought awesome same reliability and faster too. How could I be so wrong!!!!!!!!!!!! I have had BT Infinity for 13 days.
Day.1: The line started out at 79Mb (300 metres from street cabinet) really good performance.
Day.2 Line still fast but orange light on HH5 periodically. (still it is training isn't it?)
Day.3 The line keep dropping out more and more. Fast when it works though!
Day.4 Keep getting resolving host issues and line droppping out??? (still it is training isn't it?)
Day.5 My daughter is asking to put the old one back on as she is going into facebook withdrawal
Day.6 I am thinking of putting the old one back in. Line droppping in and out. Checked the speed still good 76Mb.
Day.7 I am beginning to get disillusioned by this infinty business. The desktop help keeps telling me to call support as it cannot fix my problem. (still it is training isn't it?)
Day.8 Beginning to think this was a BIG MISTAKE! Still fast when it works 75Mb
Day.9 Very frustrated called BT customer support. They performed some tests and tell me the HH5 is knacked.
Day.10 & 11 More of the same. (still it is training isn't it?)
Day.12 Replacement HH5 turned up re-connect. Speed is 63Mb and after 2 hours exactly the same as the previous.
Orange lights, rsolving host issues and dropped connections. Called customer support. They performed the same tests and told me no fault and 63Mb is what I should be getting?.After getting 75Mb with a broken HH5, I was expecting at least the same. They also told me they could not reset the BB profile to re-train the line even though the HH5 was faulty?
Day.13 I am awaiting a call from customer support manager who will tell me that nothing is wrong. WTF is going on BT?

A quick update. Got a call back from customer services and they have now found a fault on the network. Funny that!! Watch this space.

BT Infinity Issues - Lack of ownership of 12 week ...

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

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

Infinity issues after recent lightning

Hi All,
I have had infinity for the last 2 months with very little problems and respectable speeds:
http://www.speedtest.net/result/2705292208.png
Unfortunately, the lightning storm the other day killed my modem, router and BT Vision box...all of which have/will required engineer visits.
Firstly I believed it was the router, engineer comes to test line and leaves. Router was delivered, I setup router and find modem is not working. I phone BT again and another engineer has visited, installed a new modem and said there was some issues on the line. After doing some work outside he comes back and the line appeared OK - unfortunately now my speed has dropped considerably:
http://www.speedtest.net/my-result/2861279663
On the first engineer visit, I was told I am getting 80 down and 20 up from my box, which points the issue at the modem & router. I believe the second engineer has infact changed some of the line settings to ensure the quality but not the speed.
As i am currently awaiting a BT Vision engineer to visit (rediculous a 3rd visit), please could someone help me on the broadband point.
Please note, this is not a PC issue and I am fairly technical so have done some trouble shooting. PS. I am not on wireless,
Many Thanks

Mine got killed by the storm as well. I had 4 power cuts in succession and this sent my speeds write down again and I just had it nice as well!. Went from a nice 25.35MB now down too 23.35MB. I have left it for a while now but no rise. I have turned the equipment on and off but nothing!.
Please click on pink star to the left and say thanks if I have helped you at all!. Thank you. Home Hub Page- http://bthomehub.home/
BT Speed test- http://www.speedtest.btwholesale.com/
Speedtest:-http://diagnostics.bt.com/login/?workflow=Speed
Net Connect test- http://netalyzr.icsi.berkeley.edu/index.html

BT Infinity Issues

Hey Guys
I hope that there is someone here who can help me.
Ever since i upgraded from standard internet to BT Infinity i have had nothing but problems with my broadband, first of all it was the connection dropping in and out so i contacted BT where i was told there was no problem, i then complained again and was told that a different department was going to look into it and i was guarenteed a phone call back. It was at the point where i couldnt even have a Facetime converstation without hte connection going, and this was on a 70MB connection. This is still an issue, supposing i have not reset my box for 2 - 3 months atleast i have a current connection time of 1 days, 03:06:33
Then i went to redeem my £125 voucher that i was entitled to as that was the deal on when i signed up, was actually one of the reasons that tempted me to upgrade, however when i got the voucher it was £50, i phoned and was told that hands down that was not the deal, (Basicaly im yet again a Liar)
Anyway over the coming weeks the issue seemed to have resoved itself however more recently my internet speed has more than halfed.
I started out on a 70mb connection, in the peak daytime it was sitting nicely in the 60s, Now though it is down to 19.8mb although BT verry own speed tester state that i am at 74.6mb. Yet all the other sites claim about 19.8, Dont get me wrong but somthing sounds out here??
Anyway i dont know how to move forward with A) the issues of internet dropping connection & B) the poor download speeds.
I think BT really need to start solving these issues and stop moving goal posts and start helping their customers with the resolving the issues that their network is having!
I appreciate any help you may have
Regards
carl

Can you run this checker and post back a screen shot of the results
http://www.dslchecker.bt.com/adsl/adslchecker.welcome
and use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
http://speedtest.btwholesale.com/
If you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

BT Infinity issues, Been using for 18 months but t...

recently I moved out of my property but my sister and her family as moved, They have taken over the BT account, I have had BT infinity since june or july 2012, I was getting speeds of 76mb, I had an enginner vist the property to install the new faceplate and open reach modem, It' still being used today as we speak... I brother in law phoned to take over the account and requested to keep the same..
But was told Bt Infinity was never avaible in the area, My area is East London, POPLAR Exchange.. But when you do a check on the openreach website, The exchange is accepting orders..
Tonight my brother in law spoke to a BT customer service person who said there as never been infinty in the property even when my brother in law explain the BT home hub is connected to the VDSL modem and that is connected to fibre faceplate..
He was then told to bt would had to dig up the road for us to get BT infinity, BUT the product is being used now, The BT Hub is not connected via a ADSL connection but they're won't believe it!
I explain tell the speeds your getting when you do a speed test but yet BT said you cannot have BT infinty in the property even thought its being used now!!!
I cannot believe how bad BT have become if they cannot tell if a area as fibre enabled... There saying we were originally lied to when the BT infinty was placed and installed, But I used the product for 15 months and I was getting downloads speeds not possible for ADSL connections... But yet BT have strongly denied there ever been infinty in the area and basically saying we never used infinty...
Can anyone help resolve this situation?

Hi Keith84,
Apologies for the mix up with this. Click on my username and you should see the link there now.
All the best,
Robbie
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Infinity Issue

Hi all, I was hoping my issues would be long gone as this problem has happened before and it took over a month to get a solution, my connection keeps dropping out on both wired and wireless options. a speed test tells me all is well and so do customer services, but all is not well. I was on the phone for an hour yesterday explaining the problem and was told a new router would fix the issue, as I suspected it did not. I am unable to watch media online without buffering (BBCI player) and I am also unable to play on Xbox live because my connection is too unstable. I have tried reset, a new router, wired, wireless, I have also tried only connecting one device at a time. I do hope that one of the excellent moderators can fix this for me again. Craig Stockdale got it sorted for me last time.

Hi Sniper, It seems to me that BT don't really care about loosing customers, and that those customers might sing from the rooftops about how poor the customer care service really is, they don't seem to care that it might just impact future sales, all for the sake of listening to customer issues, my contract was renewed about 3 months ago but to be honest I don't see why I should honour my side of the contract when the service is so bad. I will give them a week and then I wont be paying anymore money for this rubbish.
I hope you have better luck.

Re: Bt Infinity Issues

Hi Northwich, area, is disgraceful, normaly everyday, we are having to power up and down, can anyone advise plz is there an alternative to bt infinity, as the previous bt braodbank did on teh face of it work much better. BT whats go so wrong and why promote a product at a much increased price if its constantly down ???

paulmitonet wrote:
Hi Northwich, area, is disgraceful, normaly everyday, we are having to power up and down, can anyone advise plz is there an alternative to bt infinity, as the previous bt braodbank did on teh face of it work much better. BT whats go so wrong and why promote a product at a much increased price if its constantly down ???
Create your own thread for problems and people will help.
Explain what problems you are experincing as well
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

BT broadband/infinity issues - nr SOuthampton/STCF...

Is anyone else having issues getting to sites like speedtest.net -- the site loads, but a test cannot be run.
The main BT tester is also failing stating a test cannot be run.
The BT discussion site itself is slow to load , and many other sites are delayed in loading so far.
I have
* checked local network is fine (it's a mix of 100 Mbps and 1000 Mbps wired)
* rebooted the HH3
* tried from multiple PCs
* overridden the BT DNS servers with google dns
The slow performance remains.
Wondering if there's a problem in my local area, as a colleague connected to the same exchange with BT Broadband looks as if he may be suffering from the same issues.
Exchange is STCFORD

Your not alone.
I am in RG10 area and also have exactly the same issue, even logging in here took a fair while.
Also a friend in the GU1 area has exactly the same issue.
For example simraceway.com is giving me silly high pings and packetloss, yet no issues their end. Also the BT Speed check cannot load.
BT Please confirm the issue, nothing displaying in status.
Now when trying to post here im getting "Authentication Ticket Mismatched, failed authentication."

BT Infinity issues again

Here we go again, after spending all of March, April and May with this same problem it has decided to come back with a vengeance over the last week or so. Normal speeds in the day, pathetic speeds after 6pm - getting slower as the evening goes on. Lucky if I get 4-5mb by 9pm and really high pings. Last time I had 4-5 engineer visits and 3 replacement HH5's but eventually the problem just "magically" resolved itself. Funnily enough several other people also in the Forest of Dean area had there problem "magically" resolved at the exact same time as mine. Have absolutely no faith at all that this will get resolved any time soon. I just wish I'd listened to my better judgement about signing up to an 18 month contract.

Thanks David, Screenshots as requested, aside from these evening congestion problems my sync speed has also been lowered alot from what it was just a couple of months back, I notice the BT checker now also lists my expected speed for my phone number to be alot lower than when I signed up in Feb:-
3rd Jan 20:50
3rd Jan 20:55
5th Jan 19:45
Below Picture shows Home Hub 5 Stats taken in July 2014 when working correctly

Infinity Speed Very Slow and BT Speed Checker Not ...

Hi, I’m new here and I’m hoping someone can help me or point me in the right direction with an infinity issue.
I’ve had BT infinity for almost 12 months and everything speed wise has been fine until the last month or so. My modem started to slowly die in January, but this has now been replaced by Kelly Services, the engineer who replaced the modem said the speed would now increase. It hasn’t and I’m stuck on about a 3mb download connection which is what I was getting previously with Talk Talk. I usually get a connection speed of between 20 – 30mb (currently advertised as up to 40mb). I’ve tried numerous times to run the BT speed test whilst wired to the home hub but it fails every time at 96% just saying test error.
I’m currently using the bbc iplayer speed checker to see what I’m running at and have tried this using a wireless and wired connection and there’s very little difference between the two.
I have a home hub 2 with firmware version 4.7.5.1.83.2.11.2.6 (Type B) Last updated 20/11/11
I’ve reset the home hub to factory settings since the modem was replaced and this did fix another issue I was having where I could not connect new devices to the home hub without having to manually enter all the network details, but no joy with the connection speed.
Does anyone know if there is an alternative speed check I can use to get all the necessary details that BT will want to see or will this be one for the mods to check?
Thanks

Hi and Welcome.
It is the BT Speedtest results ( http://www.speedtester.bt.com/ ) that BT need.
The IP settings you've been put on and the speeds your achieving are important parts of the FTTC Diagnostic test.
(Might be interesting to try the Beta up to 24Mbps if you still can't get the main one to run... although it will not have the full info).
So can only suggest you try turning off the Modem and Home Hub 2 for a minute or so, then when powered back up try and run the FTTC diagnostic part when WIRED.
(Might be worth trying a different ethernet port on the HH2).
And if you can another laptop to be really certain where the fault lies.
If the test fails again I would paste a copy of the failure in your thread as "AFTER REBOOT and ETHERNET PORT CHANGE" Test Results failure.
Then complete the BT Forum Mods contact form http://bt.custhelp.com/app/contact_email/c/4951
And add the URL of this form to the contact form, so BT can see the tests you've already tried and results.
They will contact you, it may take 72hrs or so due their workload.
Example of results the BT speedtest look like and improvement HERE.
Btw it's not recommended to turn the Modem off too often as that may trick the Exchange equipment (DLM) into thinking you have a line fault, and it could reduce the IP settings slowing down your broadband in an attempt to provide a reliable broadband.
An occasional turn off for testing or holidays will be ok though.
I've also had my modem replaced by Kelly, but still have it mounted vertically to make sure it's cooling vents work most efficiently. Make sure yours is still running cool.
My "New Style BT Speedtest results"
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

BT Infinity Issues in Basingstoke

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