BT Infinity Outrage

Hello,
I have been waiting for the BT Infinity to come to my exchange box for what seems like an eternity, it feels like all of the surrounding areas near me actually have the Fibre Optic available.
Firstly it is ruining my chance of trying to start my career as a Youtuber and a Livestreamer on Twitch as I have to cope with the 4Mb/s Download and the under 1Mb/s upload which is an absolute outrage and I feel like I have been made a complete outsider with this.
I would quite happy pay a high amount of £1000 just to have fibre optic installed specifically on just my line, however this option isn't available.
Also my father's house which it literally a 1-2 minute walk around the corner and across the road from my street is live with fibre optic, I have also registered my interest on the BT website hundreds of times, hoping that someone may take some notice. However also I seem to be out of luck on this too.
I have also phoned BT several times about my slow connection on the current snail of a Homehub that I am using, and have been re-assured they are doing everything to help improve my speed, and honestly in my opinion I have been getting worse speeds. For example, on Steam which is a widely recognised Game Provider I can't get over 500kb/s download speed at any time whether it be in peak hours or out of them.
I am beginning to question whether my exchange box has just been ignored as it is part of a council estate. I work full time and can afford the BT Infinity option and as I previously stated I would pay a rediculous amount just to have it installed even if it literally was just on MY line and no-one elses on the street.
Also I was looking at the rollout plan and I saw that 97% of Lancashire should be receiving Fibre Optic by 2015, I can't help but feel that I will be in that 3% and will continue to be ignored, which in my opinion is out of order.
However it would be appreciated if I could be given an option of paying a higher amount just to have Fibre Optic installed from yourselves, or at the very least be given a date on when they plan to install it on my street.
I do have a feeling that this post will also be ignored, however you can't blame me for complaining when the career I am wanting to build is being destroyed due to a lack of service.
Feel free to contact me BT on my email or on here.
Thankyou for your time,
Vincent Scott.

You are posting on your ISP BT Retail customer community forum but your ISP has nothing to do with the upgrading of cabinets fir fibre as this is the responsibility of openreach. Posting here will not speed up your fibre installation
if you enter your phone number then post results. Remember to delete your phone number https://www.btwholesale.com/includes/adsl/main.html
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Similar Messages

Appalling customer service. Problem with Infinity ...

Placed order for upgrade from Bt Broadband to Infinity 1 on Tuesday 19th March. Was given installation date of Tuesday 26th March (Today). All started well when engineer arrived at 9am. He had already done the necessarys in the cabinet up the road so fitted the new master socket and connected the new modem to my existing BT Home Hub 3 (installed last march and been working OK ever since). Well all the lights on the modem came on OK but the hub would not connect to the internet, the 'B' was orange. Nothing he did would make it work. He went away after 2 hours, most of wich he had been on the phone to BT trying to sort out the problem to no avail. He came back a little later and sid that he needed to reconnect my old copper connection as another department needed to come out to sort it out. The impression I got was that they would be back later today or maybe tomorrow. How wrong could I be. Despite my landline being registered as my preferred contact number I later received a text message saying BT had tried to call me to tell me that my new installation date is Thursday 11th April!!!!! That's over 2 weeks away. I was fuming at this delay and not even being consulted as to whether this was convenient.
I phoned the 'helpline' number (laughably misnamed) and after going through the usual Indian call centre finally got through to a guy in UK who said that he could offer me a better date of next Tuesday, 2/4/13. Obviously I was still unhappy with this offer since as far as I was concerned they hadn't finished what they started today so my existing installation was still outstanding. Wrong again - BT has closed todays installation (how can they do that when they haven't finish????) and I have to wait for the next available date for a NEW installation.
Well, after a prolonged discussion and much banging of head against a brick wall I had no option but to accept the next tuesday date.
Why should I have to wait another week? I would expect them to prioritise my installation and sort out the problem ASAP not just push me to the back of the queue. I feel that now they have my money they don't care that I don't have what I ordered when I expected it and what can I do - NOTHING.
My thoughts are that there could be a problem with the fibre socket on my hub but as the engineer doesn't supply the hubs he couldn't try another to eliminate this. If I have to wait a week only to get someone turn up with a new hub, try it and it works, I will be absolutely livid. That could/should be done NOW.

Well thought I'd give you an update on my Infinity installation.
Quinn engineer arrived this morning about 10:30.
He had no knowledge of the previous aborted attempt to install Infinity last Tuesday. I had to fill him in on the story and the problems as I understood them.
He disappeared off to the cabinet to reconnect the fibre.
He returned. Connected everything up. Home Hub still showing orange light.
Looks like the fibre socket on your Home Hub may be faulty he says. Goes out to van, comes back with new Home Hub. Connects it and hey presto all is working wonderfully.
He left less than 30 mins after he arrived.
Of course I am delighted to finally be connected to Infinity but I am outraged that it was so simple to put right. I even suggested to the original engineer last week that it could be the hub faulty but he didn't carry a spare one to test it. He was going to try to get a spare hub but was told by someone at BT not to as it was unlikely to be the problem.
So I have had to wait a week for someone to fit a new hub when it could have easily been done last week.
My questions are:
1 - Why don't your engineers carry a spare home hub?
2 - Why was the original installation appointment closed when the job was not completed?
3 - Why did I have to have a new appointment (originally 16 days after original date), effectively putting my unfinished installation to the back of the queue when a 30 min visit the same day or the following day would have sorted it out?
4 - Why was the first engineer not allowed to get a replacement hub to see if that would help?
5 - Why when today's engineer arrived did he have no prior knowledge of the 'problem'?
6 - Why is the online order checker not updated? It has shown my 'new' appointment as Thursday 11th April right up to today. Wrong information is worse that no information.
I'm sure you can understand that I am far from impressed with the utter shambles that BT has created over this installation and think, at the very least, they should consider refunding my installation charge as a gesture of goodwill.
As I feel at the moment I am very unlikely to recommend any of my friends and family to commit themselves to a contract with BT.

MAC support- infinity blade 2

I paid USD150 for in app purchases for Infinity blade 2, had the game for nearly a year, 'backed it up' as per the instructions, i stopped playing the game for a bit, and an update comes along, wipes my accounts, and because of icloud sync, it wipes it on my other devices as well, I try to back it up, it fails.
I tried to restart a new game, as in app purchases would restore itself for new games- IT DOES NOT - it somehow does not recognize I bought the $150 worth of in app purchases.
So I emailed MAC support- their replies were
[quote]
Thank you for the reply. I understand your frustration, but the product was delivered to you, but unfortunately it was not backed up. Since the data your purchased was stored in the save game file, the save game file must be present to maintain the content.
To prevent future data loss, I recommend making frequent backups of your data. The following article has instructions for backing up your iTunes data:
iTunes: About iOS backups
http://support.apple.com/kb/ht4946
We are able to provide refunds in cases where the product was never received, but these refunds must be processed a short time after the purchase was made. Since these purchases were made almost a year ago, we are not able to refund them. Additionally, we are not able to add credit directly to your account, as it must be purchased. [/quote]
i want to clarify- the game is bugged, i did not get to enjoy my purchases and asked for support to simply give me my in game cash, and all they do is tell me the above... CHAIR refuses to reply my emails, they simply ignore me and when i press further, I get a reply from the support manager saying they WILL NOT be replying my requests anymore... CAN SOMEONE IN APPLE CARE DO ME SOME JUSTICE??? THIS IS OUTRAGEOUS...

I play Inifinity Blade 2 on my 4th gen ipod touch, no issues with screen, don't think too much about it, you got another defective unit.

Mixed messages concerning BT Infinity in my area

I have outragously bad interent speeds which can only be described as unbareable. We can't do basic tasks online and as a business owner, it's extremely important that I'm connected to speedy and stable broadband service. My area however is unable to provide such a thing. For 3 years my local exchange has been pushed back to later dates over and over again on the now illusive rollout map and now that it has finaly been updated to support FTTC, I am unable to recieve Infinity. I have contacted BT Customer Care and have been told that my cibenet (BARRHEAD 34) hasn't been upgraded. To add insult to injury they have also said that they have no idea when this cabinet will be upgraded, if at all. So for 3 years I've been told over and over and over again that my exchange was waiting to be enabled and that I'd recieve Infinity when it got upgraded. Now that it has been upgraded I can't upgrade to infinity (Although openreach says my exchange is accepting orders)
So I'm wondering if it would be at all possible to at least find out when my cabinet will make the switch over to infinity. The lack of information is infuriating and it's getting to the stage where moving house in order to recieve modern day broadband is becoming a more attractive option.
If the dely for FTTC takes too long would it be at all possible to recieve FTTP? I'm not completey sure of how this system works but as the cable is coming directly to the home, it would bypass the copper exchange, correct?
Any information would be great and I appreciate that the mods aren't at fault here.

Hi kennytnl,
The Openreach Superfast Fibre Broadband Scheme is being rolled out, done and managed by Openreach so BT Retail (a communication provider/ISP whom operates this forum) does not have much say as to when and if you will be able to get fibre broadband (FTTC or FTTP or equivalent) as that is up-to Openreach.
Your exchange maybe "Accepting Orders" for fibre broadband but your cabinet will also need to upgraded with a FTTC cabinet to allow customer connected to the pcp (cabinet) to get FTTC fibre broadband
Not all the cabinets in a fibre enabled exchange area will be upgraded, so some areas in that exchange area will be unable to get fibre broadband at this current time.
If there is no mention of WBC FTTC when checking the BT Wholesale Database then unfortunately it looks like your cabinet isn't currently in Openreach's fibre broadband rollout plan.
Click here to see what your looking for in the BT Wholesale Database
The Openreach Superfast Fibre Broadband rollout plans are still being added too.
So your cabinet may be upgraded in the future, though there is no public time scale on when that will be.
Please bear in mind that in some cases it may not be possible to provide FTTC broadband in areas due to:
• Your line may be too far from the local street cabinet to have a stable FTTC broadband service such as BT Infinity service.
• Your local street cabinet may not be suitable for fibre optic cables.
• We haven't yet got the council's planning permission to do the necessary work at your local street cabinet.
• Your home may not be suitable for fibre optic cables.
• Your landlord may not have agreed to the fibre infrastructure being provided in your building (for example if you live in a flat).
• There isn't a adequate power supply
• Health and safety issues
• No ducting or inadequate ducting
• Not financially viable for Openreach to upgrade as part of the commercial fibre rollout
plus lots more.
The build of the fibre broadband infrastructure in the area isn't always easy and can be very complex.
As to FTTP, this is only available in a few areas around the UK and requires a lot of work as a fibre cable will need to be installed from the exchange to the property.
In areas where the commercial Superfast-Openreach fibre broadband rollout will not be able to reach, your local council or govenment BDUK superfast broadband rollout scheme may be able to help. For more information on your BDUK superfast broadband rollout scheme, you will need to contact your council or government.
Unfortunately BT Retail (a communication provider/ISP who operates this forum) does not have much say as to when and if you will be able to get FTTC or FTTP/H based broadband such as BT Infinity.
You can register your interest for Fibre Broadband such as BT Infinity by going to http://www.superfast-cymru.com/where-and-when/register
You can keep checking the BT Wholesale Database and BT Infinity website for the most upto date information as these are updated regularly.
The Superfast Openreach When and Where website is: http://superfast-openreach.co.uk/where-and-when/
Cheers
jac_95 | BT.com Help Site | BT Service Status
Someone Solved Your Question?
Please let other members know by clicking on ’Mark as Accepted Solution’
Try a Search
See if someone in the community had the same problem and how they got it resolved.

New Infinity Order - As it happens !!!

I've just ordered Infinity (today) and I thought I'd track the order etc here for others to see 'live' what to expect:
As a precursor, I've had BT ADSL for many years, and no end of problems with the Indian call centre, but great experience from the users and mods on this site - the mods are the reason I'm staying with BT instead of switching to TalkTalk...
In Autumn last year my Infinity availability showed as available from end of Jan 2013 (and confirmed by email from Openreach), but in Winter this changed to an earliest date of End of March 2013 - not a problem, just have to wait. This weekend this changed to now available to order, so today I did just that.
My current set-up is adsl2+ unlimited, with minimal phone + BTVision unlimited. I wanted Infinity 2, + minimal phone + BTVision with Youview box. I have 5 months to run on current contract.
04/02/2013 - Called BT to upgrade. Approx 5 minutes on hold, but ok - everyone gets busy. Spoke to John who seemed very knowledgeable about his products and also very helpful. I was put on hold a couple of times for a couple of minutes, but eventually we agreed the following package, with prices as advertised:
New contract:
Phone - 12 months, prepaid so save £56.40.
Broadband: Infinity 2 unlimited (including non-throttled P2P), estimate 59Mbps down / 20Mbps up.
TV: TV Unlimited as we had before, but with new Youview box - free, but with £49 activation fee. (Not sure what he activation fee is for as I'm already on BTVision - advice happily received if this can be waived, but not a deal breaker if I have to pay it).
Installation date agreed as pm (1pm to 6pm) on wed 20/02/2013.
John could not confirm if my old BTV box and Youview box would work together, but confirmed that BT want to aim for multi-room so suspected that at some time this would stop working if it even started.
John also confirmed that my new youview box should work fine with powerline adaptors in the same way as my current BTV box.
First problem was that John can order everything except the Youview box - there is apparently a problem doing this for existing customers - John confirmed he'll call back within 1 or 2 days with the Youview order added on. I confirmed to him that this is necessary for me to complete my order - I won't accept the Infinity package with a 12 month contract then have to pay for a youview box.
Cancellation terms stated as:
I can cancel the broadband/TV service up to 17th Feb.
7 days to cancel the prepaid phone line. After this I'm tied into the BT line for 12 months which implicitly means I can't change broadband suppliers because they normally require you take their phone line rental. This is the critical path, so if my free youview box doesn't appear on my order page before this then I need to cancel everything and then re-order the complete set.
I'll let you know when/if John calls back and what the update is on the youview box and also the install date.
Cheers,
Alan.

20/02/2013 - Sixth undate.
Hopefully the last update. I was given the 1pm to 6pm slot and the Openreach engineer (Dave) called at approx 2pm, explained what he needed to do at the cabinet and that he'd be with me in 30 mins.
Dave was the same engineer who fixed my line in October and also fitted the new faceplate ready for infinity at that time. He tested the line speed and then connected the new modem to my hub - and viola, 75.1/14.9 connection (wired test) against an estimated 59/19.
I expect this to fluctuate as the line settles and also it may go down quite a bit but I'm extremely happy with this result.
Anyone else in the PO15 postcode, cabinet 18 - I was no.2 Infinity connection so there's plenty of space left for now.
So for everyone who is having problems - good things can happen using the advice on this forum. A few months ago I was so hacked off with BT I was going to leave. Now turned round to an extremely happy customer after a few months of good ADSL, flawless BTV (now Youview too) and an upgrade to Infinity with a new contract. All it took was a bit of patience to get my line fixed and get rid of all the noise.
Cheers,
Alan.

BT Infinity, Netgear6300 and Sonos

I have just swapped a BT HH3 router for a Netgear R6300. All PC's, tablet computers, phones connect fine to the new router with super fast connectivity on the 5G network. However when I hardwire in my Sonos system, everthing goes awry.
There is a Play 5 is connected to router, and NAS to the Play 5. 2 further Sonos amps connected wirelessly to the Play 5. I can no longer access internet radio, plus the various PCs and Ipads around the house start to lose their wireless connections (which go to "Limited Connectivity". If I unplug the Play 5 from the Netgear router the rest of the wireless network works fine, replug it in, network to the PC's. Also, when the system is connected up to the Netgear router I can no longer see the NAS from any PC's - reappears if I go back to HH3.
I've cycled the power on all the Sonos units/PCs etc between each router changer over.
The Netgenie app indicates that all the PC's connect fine to the router, it's more that the onward connection to the Openreach modem falls over when the Sonos is connected ?
Any ideas please ?

The 330/20 product was withdrawn by Openreach last month.
BT still advertise a 300/20 product (http://www.productsandservices.bt.com/products/broadband/packages?fttp=yes) so is either a mistake or capped upload.
My neighbour is on Infinity 4 and looking at his speed tests, it looks a capped upload to me.

BT infinity very poor service - what steps to canc...

Any one advise How I can cancel, without penalty, due to poor service?
I had BT Infinity installed end of January 2014 it was fine stable and running at around 65-68mbps until half way through May.
Then speed dropped to 19mbps but worse the connection would repeatedly drop staying up for no more than 5 minutes at a time and taking 10 or more attempts to reconnect. Checking the logs on Hub 5 often it would reconnect over 100 times a day.
I've had and engineer visit once a week now, because thats all India helpdesk can arrange, for over 2 months and each one treats the visit as if it's the first time. All they can do is check my equipment is OK which they all say is fine. If had the line moved to a different card in the street box. I've had 2 replacement Hub 5's.
Eventually in talking to one of the engineers, some are more clued up than others, I heard about RAIN engineers so I practically had to force India support to instigate this. They say they have put this in process but can't seem to report back to me anything from this. I finally got speed up to 30mbps but the connection is still unstable and as of my last call I have yet another engineer to wait in for on Monday (this will be about the 10th time I've wasted half a day!). I know full well and on site engineer can do absolutely nothing but reset the line speed which with the insatbility will drop again. So I've had enough I've been paying for the top package "unlimited data" at a significant price for a service I haven't had for over 2 months and I just want to cancel becuase of this and get a refund for poor service over that time. Every time I try to raise this with India I just get fobbed off as they really have no idea what they are doing and probably don't have the authority to handle this but BT provides no other obvious way to talk to some who can take this request to cancel seriously! Does anyone know who and where I can call, email or write to to get this usless service cancelled?
Rob

Hi Robdeca,
I'll be able to help you with your connection. Please send me in your details using the "Contact the Mods" link found in my profile.
Thanks
PaddyB
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 :-)

Ask the Expert Live Discussion – BT Infinity

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

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

Cannot send emails in Mac Mail using third party SMTP via BT Infinity Broadband

EUREKA!!
I have a Mac Book Pro and recently had my home broadband upgraded to BT Infinity. Prior to this upgrade sending emails via my Mac mail was working perfectly. Since the new installation I could no send any external emails using the Hotmail.co.uk or 123-Reg.co.uk smtp outgoing servers. Googlemail.com was ok.? very strange.
So when I connected the same macbook to other wireless connections it would work perfectly.???
So after many hours wasted messing around, I managed to get the right person at the right time via BT helpline in the UK not India. (India helpine just say "we are not trained in Apple".
So the very polite man from UK Helpline provided me with the solution.
GO TO > Apple Icon top left > System Preferences > Network > Wireless >
Select your wireless connection > Click Advanced lower right on popup
Select DNS tab
Click on the + under DNS left pane and type the following :- 208.67.222.222
Click Apply
BINGO!!!!
I hope this helps someone, as I know how painful these types of issues can be.
Cheers

Hi Haggie
Had a similar experience but couldn't work out why macbook was working and imac not. I hate verification with bt. Anyway, tried your method and as you say eureka! Did have imac plugged in before and put it on wifi to try your fix I will try plugging broadband back in to see if that works and will post back but at the moment just enjoying the moment!
Just to say a big thank you for not only sorting the problem out but equally importantly posting the answer! Too many people sort out their problems without letting other people know how!
Many thanks

Connection issue on new infinity

Hi, would appreciate if anyone can shed some light on the issue I'm having.
I live a fair distance from the local village, so I can't get full infinity, but I do have infinity to a certain point, then copper cable for the rest of the distance.
Well aware I'm not going to get amazing speeds, but I was estimated at getting between 11 and 18Mb (compared to my old 1.5Mb it's a huge upgrade).
Got switched on yesterday, and was slightly disappointed when I tried my first download. I registered max speeds of around 6Mb, so did a bit of snooping around looking at my settings etc, tried a router reset and looked at the connection speed. Something I also noticed was my upload speed is even worse than when I was just on normal BB, used to be circa 0.3Mb upload, now 0.16.
So I checked the connection status on the router, and it's showing a connection speed of 14.xxMb and upload was something daft like 0.18. So the upload speed marries up (even though it's rediculously slow) but the download speed doesn't make sense, considering I'm connected at 14Mb but I'm only getting download speeds of 6Mb (600kbps, whereas I surely should be seeing speeds of 1.4/5mbps)?
Am I right to think something is amiss here? To be fair I really don't mind the speed at the moment, I can finally stream youtube at 720, whereas 360 was pushing it before
There's a couple of thing's I'm going to try tonight, as I'm using a very old long run of cat4 to connect to the router at the moment. So I'll move the router close to the pc and try the cable that came with the hub. Also, haven't tried wireless speeds yet which would also show a problem with the wired connection.
I would phone up BT but really don't want to talk to India again as you just go round and round in circles.
Solved!
Go to Solution.

Cat4 cable consists of four unshielded twisted-pair (UTP) copper wires with a data rate of 16 Mbit/s and performance of up to 20 MHz.
Can you post your helpdesk data from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254 or http://bthomehub.home
Please miss out any data you don't want to post
If you found this post helpful, please click on the star on the left
If not, I'll try again

A Tale of Woe --- Infinity Installation

It's now over a month since I originally ordered infinity and telephone with BT, and I have neither - both have never worked at all. There have been multiple failings on the part of BT, from two engineer visits (who failed to properly document the fault) and the technical faults team (who did not listen to me, did not record information properly and did not properly assess the fault).
I've been very patient and polite throughout the whole endeavour; however I’m now being told that I have to wait another month to have my broadband and phone line installed. This is not acceptable, and is over 2 months since I originally ordered! If BT had listened to me, or functioned in any type of efficient manner, my situation would now be resolved. I can't even find the correct place to document a complaint, so public is always best.
Timeline.
14/12/2013. Ordered Unlimited BT Infinity 2 and phone line. THIS IS A COMPLETELY NEW INSTALLATION. We had just moved into a new property, and have NOT had a broadband or telephone connection before at a previous property.
24/12/2013. Engineer arrived to install broad & phone. He failed to get anything (either phone line or broadband) working. He said that there was an issue with PCP. The line had been set up on the incorrect "green box" - one that was over a mile away, instead of the box just down the road from us. He said, it looked as though the line had been transferred from the previous owners to us, instead of being set up new. He said that he would report this back to BT, as it required an Openreach engineer to sort it out. HE DID NOT DO THIS.
27/12/2013. I called BT, and went through an automated system. This tested the line and found a fault on the line, generating an automated response for the fault on both the phone line and the broadband.
27/12/2013. I called BT again, as I was sure that I should explain what had happened with the engineer (and explain the problem with the PCP) - I was confident that the automated system would not be enough to get this problem fixed in the most efficient way. I was told that a general fault had been found in BT's network, and that it would be fixed on the 06/01/2014. Instead of listening to me about the issue with the PCP (which had been explained to me by the engineer), the CSO bluntly refused to take the issue further, stating that it was a "general problem in BT's network" that would resolve my issue once dealt with. As above, this is NOT a BT network problem, it is a problem that is specifically to do with the property and how it's been routed. I was told that if it did not resolve the problem I would be entitled to "compensation" - which I am now due. I specifically asked the CSO to make a note of this on the file.
02/01/2014. The Broadband fault was closed with absolutely zero feedback to myself or anyone looking into it.
02/01/2014. I contacted BT via chat so see why the broadband fault had been closed when it was not working. I was told that the broadband would not work with the phone line error. No explanation as to why it had been closed was forthcoming. CSO was blunt and unhelpful.
06/01/2014. The Openreach engineer arrived. Lo and behold, he told me EXACTLY the same thing as the previous engineer - the whole set up from the beginning was incorrect. We have been set up on the wrong PCP, and the line needs to be set up again from the sales end. He did a 5 minute line test and then left. I had to wait 10 days, for a 5 minute chat to tell me something that I already knew, and that, had the CSO I spoke to on the 27th listened to me, would probably be fixed by now. THE ENGINEER DID NOT REPORT THIS.
07/01/2014. Once again it was up to me to contact BT to have the matter resolved. Spoke to tech help and requested that this matter be looked into urgently. I was told that the engineers marked the fault as fixed – contrary to what the engineer himself told me yesterday. Apparently this “fault” needs to be sent back AGAIN to the engineers to get reinvestigated, and I would be contacted in 24 hours. I said that I would like to hear back within one hour (as I just keep getting fobbed off), and the CSO “Ratna” agreed that I would be contacted at the time specified today by them or their supervisor. The call-back came (2 hours late), which was then apparently too late for the CSO to contact the relevant team and hear back from them today – so they will be calling me tomorrow. BT has now agreed that there is a “cabling issue”.
08/01/2014. Had a call from BT at 1pm today – unfortunately this was during my lunch break and I missed it. No message was left to inform of what it was regarding, or what the call-back number was.
08/01/2014. Spent half an hour in a queue waiting to speak to a chat agent only to be told (when I reached number 1 on the queue), that the session had been cancelled as there we “no agents available”
08/01/2014. Went through the chat queue again however Ratna had apparently gone home for the day, so I spoke to Sanjog instead. I was then told that the engineers need more time to check the fault and that I would get a call back tomorrow. Sanjog then proceeded to reject the “cleared” mark on the fault (again?), and tell me that the engineering team close at 5 so he would be unable to contact them now.
10/01/2014. Didn’t get a call back yesterday, so spoke to chat again today. I was told that the line was connected to the wrong distribution point (as I told the BT on the 27th December), and that the technical faults team would be unable to deal with it. I was then told that I would need to speak to customer options, and that they would need to place a new order for the line. The CSO on chat, then called me to transfer me to customer options. After about half an hour on hold, I spoke to the same CSO, and was told that customer options would actually be unable to deal with it, and that she would need to send an email to the engineers and that they would be contacting me directly today.
10/01/2014. Spoke to the sales team this afternoon who went through the process of setting up a new order. I was told that I would need to wait until the 27th January for the engineers to come out to install the new line. Half way through setting up the order I was put on hold and the line cut out after about 10 minutes.
10/01/2014. I expected an immediate call back to complete the order however this did not occur. Instead, it was left up to me to call back and spend an hour on the phone trying to find someone to complete the order. I eventually found the same operator who completed the order for me. I was then told that I would need to wait until 25th February 2014 for the new line to be installed. I said this was not good enough (and she agreed) as it was nearly a month since placing the original order, so she sent an “email” to her manager, who would call me back to arrange a much closer date for the installation.
14/01/2014. I never received a phone call from BT, so it was once again up to me to call and explain the same thing again, to try and have someone bring the installation date forward. I spoke to order management who (once again agreed) that the time I had been waiting was beyond ridiculous. So had to “email” an escalation claim to OpenReach in order to try to get that date pushed forward, which she did.
16/01/2014. I actually got a call back from BT! However, it was simply a rejection message “All engineering resource in your area has been allocated to work on repairs to the network as a result of the recent bad weather across the uk”. So they were unable to bring the date of the appointment forward. I find this hard to believe that BT cannot spare one engineer for < 1 hour to install a new line for me, given the huge amount of time it’s taken to get to this point.
Summary of Failings:
I was told what the issues were by two separate engineers. A new line had to be installed to the nearest PCP by placing a new order with sales. Neither properly documented this with the faults team or followed up on what needed doing. It was left up to me to try and explain.
The faults team categorically dismissed everything I said, and did their own thing. By following that processes, it took over 2 weeks for the original fault with the line to be discovered. If either the engineers had properly documented the faults, or the faults team had listened to me at the very beginning of the process, the new line would have been set up, and I would now have broadband.
On multiple occasions I did not receive call-backs that were promised and it was left up to me to contact BT. This was a failure on all fronts, technical support, engineers and sales were all supposed to call me at some point, including management, supervisors and CSO’s. This is a failure from bottom to top.
All correspondence between different teams appears to have been completed via email. I asked on multiple occasions to have the matter resolved there and then, and was always told that it would take 24 to 48 hours to complete. This is ridiculous that apparently the teams have no direct line of communication. It would have taken a 5 minute conversation with the correct person to sort out the entire mess.
What Now?
So, who do I contact to complain about this? I've had enough of the useless chat & telephone CSO's, and I'm not going to wait 14 days for a response from a letter. Does BT not have a complaints email address?

Why is so hard to complain to BT?
I just went round in circles with a chat representative who categorically refused to put me on to their manager. It states in BT's complaints procedure that:
"We aim to resolve your problem to your complete satisfaction as quickly as possible. If we can't resolve your problem immediately we will agree a course of action with you."
I've now been waiting 3 days to be contacted via the forums mods. I would hope that this has been processed as an "expedite" case, due to the fact that it's been over a month since the original order was made. This is neither quick, nor satisfactory.
I just want to speak to a manger who has the ability to do something. I'm absolutely fed up of being fobbed off by CSO's. Take a quick look at the chat transcript below if you fancy a lesson in how not to deal with a customer who would like to complain. . .
*Transcript Removed.
The "complaints specialist" CSO above did absolutely nothing to resolve my complaint and then closed the chat session!
This is seriously bad practice ^^ BT's complaints team are not even following their own complaints guidelines.
I really hope that this is an isolated case. If all cases are dealt with such disdain then BT will be suffering a Class Action Lawsuit against them in the near future. I've now wasted such a huge amount of time trying to get this issue sorted satisfactorily and not one single person in BT cares.

Outrageous bill and excessing usage

Are we signed up to play the role of "the rich and ignorant?" Evidentlywe are, bc I have been getting outrageous bills and claims that I am using 20 g each month all of a sudden and there is no way. Before the 4g (4th generation) service, my family had no problems doing what we wanted through our tablets or phones. Now, we have to "starve" our enjoyment of the digital age and education time due to being charged these fees. We see no difference that would validate Verizon's outrageous bill. The service is no faster than it was and it actually drags like it s r struggles to load our pages. So Verizon's answer is always to check to see if this is running in the background, etc. NO....WE CHECKED EVERYTHING ALREADY. EVERYTHING IS TURNED OFF LIKE WE HAVE A BASIC PHONE AND ITS STILL HAPPENING. Why should we have to spend countless hours doing what verizon should've done before they pushed these phones and service in our faces. It's Verizon's job to give their customers the best Problem-free service. Not ours. We have jobs. The Times we have to spend on our devices is supposed to be for our enjoyment or whatever else we may choose to do with it. Not working for verizon and receiving A bill for it.
Anyone care to fix this? verizon perhaps.....

Original thread: doubled data usage with no apparebt cause
Note: Creating numerous threads will not speed up a resolution, but cause more confusion.

BT Infinity Extremely Slow Upload (380 Kb/s)

I switched from Sky ADSL2+ to BT Infinity FTTC on 9/01/2014.
When I purchased BT Infinity on 27/12/13 in their confirmation e-mail BT wrote:
We estimate your download speed will be between 16.3Mb and 22.5Mb.
We estimate your upload speed will be between 2.2Mb and 4Mb.
I am about 1 mile away from my cabinet and connected with a copper line so these relatively low estimated speeds look reasonable to me.
My Sky ADSL 2+ Connection was providing 6.5Mb/s download and 0.85Mb/s upload so I thought it was worth switching.
SKY ADSL 2+
Every day since activation my BT Infinity speed has hovered around 15Mb/s download (fine) and 0.4Mb/s upload, sometimes dipping to as low as 0.2Mb/s but never exceeding 0.5Mb/s, which is negatively affecting my internet experience.
BT Infinity FTTC
I contacted BT several times and was instructed to measure the speed using a wired connection with speedtest.btwholesale.com, reset the hub, reboot my machine and so forth. Eventually various line tests were performed and a line fault was registered. A BT engineer visited on 25/01/14 and confirmed that my home wiring was fine, only one socket is wired with no extensions and the newest openreach face plate is fitted and working correctly. He tried also using a Home Hub 4 with separate modem. The same speeds were achieved. He tried switching the twisted pair connecting my master socket to the point at which the line enters my property. The same speeds were achieved. He informed me that although my line is quite long I am within the attenuation/capacitance limits and there seems to be no fault on the line. He recommended that I should request a broadband speed boost visit and that an engineer may be able to change the pair used to connect me to the cabinet which may improve the speeds. I contacted BT today and they refused to comply with this stating there was absolutely nothing further they could do to increase my upload speed.
BTW BT Infinity FTTC
I have a few questions:
1) How can BT so accurately estimate the download but not the upload speed?
2) Is the fact that my upload is 5x slower than estimated whilst the estimated download is accurate an indication of a problem with my line or with the setup in the cabinet or at the exchange?
3) How can the ADSL2+ provide double the upload speed of VDSL?
4) When the BT engineer connected his kit directly to the twisted pair it reported that the maximum download rate was approximately 12Mb/s and upload 1.2Mb/s. How can the download increase to 15Mb/s after the filter and modem are attached yet the upload drop by a factor of 3?
5) Is there any way to end this madness? I'd like to at least have my old upload speed back.
6) Since BT have signed the Ofcom Voluntary Code of Practice on Broadband Speeds which specifies:
“If ... the customer continues to receive an access line speed significantly lower than the estimate provided at point of sale the ISPs should offer the customer with an alternative broadband package. Consumers should not incur any change of package penalty in order to migrate onto a different broadband package under these circumstances other than those charges that would have applied had they signed up to that lower package in the first instance.” I, of course, have the right to switch to a cheaper package from BT such as ADSL2+ without a charge. Is it likely this will again double my upload speed?
(All speeds mentioned were measured using a wired gigabit ethernet connection to the home hub 5 modem/router and the website speedof.me, these results match within error those taken using speedtest.btwholesale.com. No wireless devices were connected to the hub and only the speed test was running on an Intel Core i5, 8GB Ram, ASUS P8Z77-V LX machine. They agree within error with measurements taken using a Mac Book Pro with 5GHz wi-fi.)
Home Hub 5 Stats:
1. Product name:
BT Home Hub
2. Serial number:
3. Firmware version:
Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 10/01/14
4. Board version:
BT Hub 5A
5. VDSL uptime:
0 days, 00:41:10
6. Data rate:
387 / 15534
7. Maximum data rate:
449 / 15779
8. Noise margin:
8.2 / 6.4
9. Line attenuation:
0.0 / 32.7
10. Signal attenuation:
0.0 / 26.2

Hi Bob101,
Thanks for the post and welcome to the forum. Sorry to hear of the problems you are having with your upload speed.
If im honest something doesn't sound right. Our speed estimates are just that, estimates but they are generally pretty close and certainly should not be way off the mark. I cant comments on what is going on until I take a look at your connection stats for my end. I would also like to review the engineer report.
Can you please get your details off to me and I will see what I can do. Please drop me an email, just click on my username (SeanD), and you will find my contact link under the 'About me' section of my profile.
Cheers
Sean
BTCare Community Manager
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 :-)

Question about new infinity contract

Hi,
I'm thinking of signing up with BT Infinity on the 19.99->27.99 calls/unlimited BB package.
During the online order process I was unsure of a few things
a) If I decide to stick with monthly phone line billing during the order process, can I still make this change at a later point in time to save the £2/month (obviously with the 12 month applying from that time)
b) Engineer appts are coming up for mid Jan. Am I able to cancel prior to this date at no charge without affecting both BB and phone contracts? Is it also easy to change the date?
c) If I went for the 9.99 "line saver" does this apply from i) date of BB provision ii) immediately [this is the reason I'm thinking about a) in case b) applies]

hi mate
A - yes
B - yes just call cs a few days in advance
C - not sure what you want to know please explain further

Phone not working after Infinity setup

I was using BT phone & broadband without any problem till now. Today an engineer from BT came and setup BT infinity. Immediately after that I am not able to make any calls and not able to receive any calls.
Phone has dial tone, but soon after dialing any number, I can hear multiple voice and cant make call. When an incoming call comes, the phone rings, but not able to get connected. Please Help.....

report it to BT Faults on 151 there sounds like a wiring fault either in your home or at the cabinet
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

BT Infinity Outrage

Similar Messages

Maybe you are looking for