Bt Infinity problem

I upgrade by broadband (with bt for 9 years)to the new infinity 24/12/13.
Was really looking forward to a faster experience on the net.
All was well for the first 10 days. then the problems started. It seemed to freeze
once you stopped using the internet. Had to reboot everytime I wanted to use it.
Then it finally crashed. I have had two engineers come out and tell me it was a fault
on the line and two new portals have been replaced. It was only yesterday the second
guy came out and assured me all was fixed.
It went down again last night and today a couple of times. Reboot,Rebbot......
Phoned to compain once again and now a third engineer coming out. I have been told that
I might have to be downgraded from the infinity as my line might not be compatable!
Can someone tell me if this is actually possible or is it they have no idea what to do to fix the problem?

That sounds complicated enough that it's worth contacting the mods directly: at: http://bt.custhelp.com/app/contact_email/c/4951 . But be aware they take 3 working days to reply: sometimes more if busy.

Similar Messages

Re: BT Infinity problem on Sheffield Beauchief exc...

I have had an issue since the morning of the 17th and have been trying since then to get BT to stop telling me to re-set my modem...
I had an engineer visit scheduled for today but this morning he called to say it looked like an exchange issue after all and then called back a little later to say that it was really a wider problem. Apparently BT level 2 where looking at it now but was unable to give !n estimate fix 4ime.
I see the issue as very very sl/w uploads causi.g any longer co.nection closing`(like SSL)
So looks like we all have`to wait in both`ways.----m------------------------4118467v334 Content-Disposition: form-data; name="parentMessageRef" 23391

Hi John and Welcome.
Have a look at this similar thread http://community.bt.com/t5/BT-Infinity/BT-Infinity-problem-on-Sheffield-Beauchief-exchange/td-p/3822...
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

Infinity problem – can I post links?

Infinity problem – can I post links?
I have Infinity problem, can I post a link to a conversation screenshot I had with a member of staff as long as I have blurred ALL mine and the bt staff members personal details?

NO...
You could always link it... [url http://www.politicsforum.org/images/humour/t3_mission.jpg]like this...

BT Infinity - Problems and Poor Customer Service

Hello,
We are new customers to BT - having only had our Infinity Fibre Optic connection installed into our new home 13 days ago. Since installation, it's become evident that the Hub struggles to maintain any decent wireless connection to the downstairs of the property, often providing download speeds of just 0.2 Mbps or around that figure.
Having run various tests and spoken with BT online, we came to the conslusion that we're suffering from a Wifi Black Spot. However, the advice received was for us to Purchase an second Router / Hotspot in order to fix the connection; which I find absolutely disgusting.
I find it very difficult to fathom that, as new customers who've just recently paid for the installation of this service, we're expected to pay to fix the poor quality of this service. BT off an official Wi-Fi Home Hotspot 500 Kit for £89.99 - so are you seriously telling me that we have to fork out another £90 to fix the substandard service we've received so far?
Especially given how early we are into the contract, I have to say how severly disappointed I am in the service received from BT at all levels. To expect brand new customers to pay to fix problems created by the service is absolutely dispicable, and if these issues are not addressed in a more fitting manner we may be forced to look into taking further action.
I look forward to your responce.
Regards,
Alan

Unfortunately no ISP will guarantee wireless speeds because there are to many variables involved in the transmission of wireless, such as environmental factors of the type of property you have, stone walls, concrete floors etc.
There are a few things you could try to improve things before spending money.
Make sure that "Smart set up" is turned off. see link how to so that
http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...
Some devices have a problem with the Homehub dual band having the same SSid (name). Try giving the 2.4Ghz and 5Ghz frequencies different SSids. Just add a 5 to the end of the 5Ghz SSid so you know which is which. Check the 5 GHz Sync with 2.4 GHz: is set to NO.
Once you have done that "forget" the connection on your devices and then restart the devices and log onto both the SSids if the device can use both frequencies. Not all devices cn use 5GHz.
See this link
http://bt.custhelp.com/app/answers/detail/a_id/44798/~/i-have-problems-connecting-5ghz-and-dual-band...
Try downloading and running inSSider or another wireless scanner. This will show you the wireless channels that your Homehub/router is transmitting on as well as the surrounding networks. You want to take a note of the channels in use and change your Homehub onto a channel that is not being used.
See Link how to do that.
http://bt.custhelp.com/app/answers/detail/a_id/14094/~/how-do-i-change-the-wireless-channel-on-my-bt...
See link for inSSIDer
http://www.techspot.com/downloads/5936-inssider.html

BT Infinity - problems and fed up of being ignored...

Had BT infinity for a good while now and I have to say that when it works its great - get 30 Mbit + D/L speeds.
BUT - ever since it was installed its been a bit unreliable. Drop outs and low speeds unitl I reset everything.
However the last three weeks have been silly.
D/l speeds of 0.25 Mbit ! After a power cycle might go up to 30 or maybe 15 or 10 or 7 for a while then drop out.
I have called BT support about 6 times over this time complaining and while they are very polite they are reading from a script and go through the same things every time.
I have been assured it has been fixed at least 3 times.
Last night it went to 0.25 mb, today it dropped out for 20 minutes.
I called BT again and navigated my way to a call center guy who went through the same things again.
Apparently (this time) there is nothing wrong with the line but the engineering dept will call me tomorrow. I wont hold my breath.
I don't actually seem to be getting anywhere, is there someone I can escalate this to in order to get something DONE.
Solved!
Go to Solution.

Hi
I don't want to jump to conclusion but assuming it's a wired connection... ie no wireless interference etc.
Is your Openreach Moderm wall mounted or even if it is... is it getting hot?
To me it sounds very similar to other peoples problems where the solution required a visit from Openreach to replace their white Openreach modem.
Keep an eye on your IP profile though as sometimes this gets reduced in the "repair process" and you will then need to request a Profile change/reset back to your original speed. Get IP profile from the ADSL and FTTC speed test button on http://www.speedtester.bt.com/..... via a wired connection.
Example http://community.bt.com/t5/BT-Infinity/Change-in-speed-after-openreach-modem-replaced/m-p/213703#M84...
And other people experiencing Modem/Internet problems.-
http://community.bt.com/t5/BT-Infinity/BT-Infinity-connecton-issues-with-Openreach-modem/m-p/234563#...
http://community.bt.com/t5/BT-Infinity/My-BT-Openreach-modem-not-synching-up-o/m-p/247377/highlight/...
Michael (ypt) posted some recent info about a new version of the Modem Click HERE for his post.
I wonder if anyone else agrees with my "conclusion"? that I said I wouldn't jump to....
btw if you do need to escalate things then the Forum Mods (BT STaff) are very helpful, but due their workload it may take 72hrs before they contact you... but they will.
To obtain a contact form you click on their names and you'll see.-
Moderation Team Contact: Please fill out this "contact us" form and we'll get back to you as soon as we can!
http://bt.custhelp.com/app/contact_email/c/4951
Edit if/when you get the Openreach engineer visit check your IP with the new Modem and if the download speed has dropped to something in the 20Mbs then ask him to action the IP reset... you may be lucky.
Some engineers apparently do help and get on the phone and arange a reset.
Some may say "it's not my job" and you have to contact your ISP... that's when DeanM (Forum Mod) and the crew can help.
I have even heard that turning both the modem and HH3 off for a few minutes that may do a reset.....
I think it would be great if the exchange equipment did automatically monitor/training line and set the broadband up for the best speed and reliability, but it doesn't seem to work very well for IP resets necessary because of this type of modem problem... at the moment.
Hope you get sorted soon.
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

BT Infinity Problem and Atrocious Service

Hi everyone, first time poster, registered last week, hope someone can help me.
I've had BT Infinity since it arrived in my area last year, I was previously a very happy BE subscriber, but switched to BT when FTTC came to my area. All has gone well with my connection until a week ago, when it started to become very patchy, to say the least. My setup is as follows:
1) White BT Infinity Modem
2) HH3 plugged into the modem
3) A Netgear 8-port unmanaged switch plugged into the HH3. I did this because of curiously dire performance from the second HH3 ethernet port
4) Family laptops, iPad, iPhones etc use Wifi of various flavours through the HH3
5) My Xbox 360 connects via Cat5e cable to the switch
6) My PC/server/Media Centre connects via Cat5e to the switch
7) My NAS (Synology Cubestation) connects via Cate5e to the switch
All has been well until a week ago, when the Broadband connection became patchy, for both Wifi and ethernet connections. Sometimes the connection would come back by itself, sometimes only when I rebooted the HH3 and modem. This got worse over a day or two, until I had no broadband connection at all.
The timeline from then is as follows:
1) Thursday 3-Nov @ 6:15am - I phone BT Infinity support and report a fault. I confirm an appointment for Friday am, between 8am and 1pm. I login to BT.com and am able to see this appointment. My wife organizes to take the day off from work to attend, unpaid (she's a yoga teacher).
2) Thursday 3-Nov @ 1pm - my wife arrives home to discover that a BT engineer has come and gone, leaving a "coudn't get in" card. Note, this was not a scheduled appointment.
3) Thursday 3-Nov 2pm - I phone BT Support, and they confirm that an engineer will attend the following day, as planned. I'm worried there may be a problem with this, because of the unplanned visit. They have no explanation for the earlier unplanned visit. They tell me they have spoken to "BT Wholesale", and they confirm the Friday visit is still on. I login to BT.com and still see the planned appointment, by also see another appointment added for 11:39am that day, a record of the unannounced visit.
4) Friday 4-Nov 10am - I call BT Support and they call BT Wholesale who confirm my visit for that morning is still going to happen. I login to BT.com and verify the appointment.
5) Friday 4-Nov 1.30pm - I call BT India to report that no engineer attended the appointment. They have no explanation for this, except to apologise, and suggest it may have been some confusion with the engineer. They make another appointment for Saturday 5-Nov, also 8am to 1pm. I login to BT.com and am able to see the appointment. I arrange to take Saturday morning off work, unpaid (I'm a contractor).
6) Saturday 5-Nov 10am - I call BT Support and they call BT Wholesale who confirm my visit for that morning is still going to happen. I login to BT.com and verify the appointment.
7) Saturday 4-Nov 1.15pm - I call BT Support to report that no engineer attended the appointment. They give me a lovely apology, and tell me that "BT Wholesale" cancelled the appointment. They cannot tell me why I didn't receive a notification, or why they couldn't tell me this earlier. They make another appointment for Monday 7-Nov, also 8am to 1pm. I login to BT.com and am able to see the appointment. My wife arranges to take a second day off work, unpaid.
8) Monday 7-Nov 10am - I call BT Support and they call BT Wholesale who confirm my visit for that morning is still going to happen. I login to BT.com and verify the appointment.
9) Monday 7-Nov 13:30 - No BT engineer attended this morning. This is the third missing appointment in a row.
I have a few questions:
a) Is this normal and acceptable BT service?
b) What do I need to do to get an engineer to my house?
c) How do I get my broadband working again?
d) How do I escalate the whole affair to someone who can do more than just apologise?
(SMBK)
Solved!
Go to Solution.

My "Download IP Profile for your line is -38717 Kbps"
Therefore Max download speed I could achieve is 38Mbps
My "Upstream Rate IP profile on your line is - 2000 Kbps"
And my Max upload speed is 2Mbps
Artificially capped/reduced due to the Infinity Option 1 that I have. My line checker estimates upload capability of 11Mbps)
Have a look at THIS POST for an example of what the test result looks like.
And HERE for screen shots.
If you haven't run the BT speedtester before and therefore do not have your IP profile... perhaps you have some speed test results from other sites that you can compare.
For example my before and after Infinity results from http://www.speedtest.net/
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

Unusual BT Infinity problem shows the lack of any ...

I have had a problem with my BT Infinity line for almost 6 weeks now. The speed test is fine, but web pages fail to open. Not a simple problem and the technical help desk first replaced the home hub and then rather rudely told me it was my device. This was clearly not the case since it was replicated on 3 computers and an iPhone which all performed well on other networks. After threatening to cancel my account I finally spoke to someone in the UK who agreed to send an engineer out. He arrived, verified the problem with his own laptop, changed all the hardware and then finished his shift and left the job incomplete. This visit was when I learned the difference between Openreach and BT.
I then had to get another engineer out to do a "lift and shift" which failed to solve the problem. He then tried to get further help from a BT advisor but got no help and left again without solving the problem. The engineers did tell me one of their colleagues had seen a similar problem that was due to system settings and a failure of the BT equipment to handshake with the Openreach lines. Apparently this had only been solved by closing the BT account and opening a new one and setting everything up from scratch. It scares me to think of the implications of doing this, since BT as a "service" provider seem incapable of doing anything in a joined up manner
Probably like everyone on this forum I have a specific problem which probably represents less than 1% of all the complaints that BT get. Why do BT not have a team of customer care advisers to whom such problems could be escalated? That person would then provide a single point of contact, responsible for knowledge of the problem, monitoring progress and ensuring a satisfactory outcome. It seems so obvious and would go a long way to restoring some service reputation.
I am still communicating through the Indian call centre who everytime ask me to describe the same problem. Unfortunately, it seems like I need to get the line sorted out before moving to another service provider.

Are you sure it's not just a DNS issue?
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End of my tether - infinity problems

Hi all,
Hoping somebody will be able to give me some idea of where to go next with my problems.
Ever since I had infinity installed I have had nothing but problems. My connection can drop 20 + times a day, and that is if I can get connected at all!
I have tried 3 different routers and the problem persists. BT have been out to test my line and just my luck it was working perfectly whilst they were here. However every other day I have a job to get online. My speeds can be anywhere from 62mb's to 0.3mb/s for download. My ping goes from 22 to 1238!
Engineer was supposed to call last week but didn't bother showing up. When I rang BT thei staff told me I was too far from the exchange and my problem can not be fixed. Therefore they offered to cancel my contract at no charge. They were slightly miffed when I told them that I live in the city centre and can almost see the exchange from my fron t window!
3 days later an engineer turned up and did some tests. He said everything had come back fine but to be sure he would pop back to the exchange and get me a new home hub 5 to use. 10 minutes later he was back and set it up. Perfect he thought until he then asked me to do a speed test and it came back as 0.39mb/s for download. He got me to repeat the test a couple of times to be sure.
He then said that the problem was not between my house and the exchange and so must either be in the exchange or beyond. He stated he would write a report up to say this.
I was phoned later in the day by a BT customer service staff member to ask about the engineers visit. She seemed surprised when I told her the above as the engineer had not left any notes. She promised to chase this up.
6 days later and still nothing improves. All BT do is mark my fault reports as resolved and then open a new one!

Tell them to reopen the closed one, they are just increasing their commission payments.
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L920 Pro Cam Manual Focus to Infinity problem

I am loving the Pro Cam, but I recently found a problem with the manual focus...when I use manual and set it all the way up to infinity distance, really far away objects are actually out of focus. The shot actually seems to focus on subjects ~10 feet in front, and happens with both image and video capture. Is this intentional, or actually a glitch?
In the image samples, the first one is a snapshot of a video taken with manual focus at infinity. Notice it seems to be focused on the crowd's heads two or three rows in front instead of the whales. The second is a picture taken with auto focus.
Attachments:
Image1.jpg ‏535 KB
WP_20131130_11_40_06_Pro.jpg ‏2687 KB

Just to let you know, same problem here and a live thread going on : http://discussions.nokia.com/t5/Nokia-Lumia/Lumia-1020-Problem-with-quot-Infinity-quot-Focus/m-p/237...
Please post on that thread so we finally gain attention from Nokia !

BT Infinity Problems Establishing Connection

Hello
I am a new customer with BT Infinity. I'm using the Home Hub with the Openreach modem (sorry, nothing on the device to say which model that I can see). I run Windows 7.
Initially the equipment was installed with the ethernet cable connecting to my PC, with wi-fi also active. I have no desire or need for wi-fi and have disabled it but the problem I'm experiencing applied to both set-ups.
The problem is that on booting up my PC the connection fails to establish, most of the time. The icon in the system tray displays the yellow ! triangle. I can't even explain with any logical sense how I manage to establish a connection.....I open the Network & Sharing Center and click on the active network and see that it is set to Public, even tho I persistantly try to set it as Home. It reverts all the time. Sometimes, after a few minutes of clicking Home again the yellow ! goes away and it says "internet acceSs", exept there isn't net access, it simply fails to connect to any webpages. At this point, sometimes if I restart the machine the connection is active and will work. If I simply try waiting and doing nothing, in the hope that the connection finds itself, nothing happens at all.
I leave the Home Hub and Openreach modem permanently switched on at the power sockets as the engineer told me to switch them off could cause speed or connection problems. I do have to turn off my PC and this failure to reconnect problem is not consistant. Basically, sometimes when I boot up again it finds the line happily, other times (more often than not) I get this yellow ! triangle and several minutes of random poking in the Network Center and a reboot is what it takes to get an active line. Once the line is active it is smooth and stable, I don't have problems with the line speed or connection dropping out, it seems to only be the initial failure to establish.
I apologise for my very clumsy way in explaining this, as I lack the technical language to do so more clearly. If anyone has any idea what I'm trying to describe, or if I can look up any settings or info that would help, please ask. I really need to get this resolved as 10 minutes of mucking about and rebooting to get an active line is not acceptable, but ofc we're stuck in the contract so we have to make it work

Thanks Nige. My Network Centre calls the active network "Network 3 Home Network". In its settings, the Treat All... box has never been checked. Despite calling itself a "home network" the network location setting defaults to Public, no matter how often I click to try to make it Home. Would it being Public or Home actually be a factor in the failure of the line to make the initial connection?
I'm not even sure Network is the correct designation for my set-up as it's basically the BT equipment and my PC, I have no other devices or computers linked to it.
I have no technical knowledge when it comes to setting up the net. But I do know my father also has BT Infinity, which he does use networked via wi-fi to his Mac and W7 laptop and he has never had this yellow ! warning on the system tray icon when booting up his laptop and aquiring the line.
When you say different port, excuse my ignorance but do you mean the end of ethernet cable that's in the HH? Or the cable from the wall socket to the HH? I'll look at the HH and see what can be switched when I'm done online tonight. Thank you for the suggestions.

Infinity Problems

I was quite excited to get the new Infinity service last Friday but I've had nothing but reliability problems and now have a total loss of service. When the installation engineer o ld me to expect it to fluctuate for the first week, I didn't expect this.
When first connected, I was consistently seeing 33Mbps downstream and 6.8Mbps upstream. Previously,
I had ADSL2+ with typically between 11 - 14Mbps (down) and 1.2 - 1.6Mbps (Up) on any given day.
Everything appeared to work well on both my wired and wireless devices for the first day, and I ran regular speed tests 10 times each hour to see what kind of mean performance I was getting. Strange thing was that I noticed performance was dropping mostly from 10pm onwards where the max downstream would be 16Mbps until about 8am when it would go back up to 25Mbps+. The upstream performance was also degraded.
By Sunday around midday I was seeing regular loss of connectivity with my Draytek router reporting that "the server was not responding". By this morning I had a total loss of service.
I reported this to the customer service people who told me a fault was logged because they could see a line fault and that someone would respond within 2 days. Over an hour later, I thought I'd check to see what was going on and was promptly told not to call back again within two days as they would only generate another fault call. Confusingly the girl also told me not to cal back within a week!!!!
It's obvious there's a problem as the BT Modem's DSL light is off and only blinks briefly when I try to instigate a connection.
I know this isn't a business service, but I was supposed to be working from home to day too, so no luck there.
I've always had a a small amount of noise on the line and BT have come out three times in the last 6 years to attend but I've never had it like this before.
Has anyone else noticed a similar problem with their infinity service so short after installation?
Did the BT installer just not terminate the wires on the back of the face-plate properly or could it be another problem?

So I lost half a days pay, but it looks as if my Infinity service is finally working.
At last, an engineer appeared that actually understood and could articulate how the Infinity service works and who could troubleshoot properly and in a logical and iterative manner. Before he started, I explained what I'd observed through my trending of the last 7weeks, and that despite repeated remote and locally run line tests by BT, I was told that there was nothing significantly wrong. And that when I disputed this, it was largely dismissed. I also told him the history of noise related issues over the last six years and although I thought I'd only called BT out three times, I recalled that those three times were regarding noise on the voice circuit and that BT had attended site to attend with ADSL and phone issues at least 8 times since I'd moved in, and that the last time the engineer ran a new length of copper from the eaves of my house to the data point on the ground floor.
He plugged in the usual diagnostic equipment and this time explained to me that he could see huge numbers of CRC errors, similar to the one's I'd been seeing using my IP monitoring software. It was a relief that someone actually agreed with me that this was happening! He also left it plugged in for more than a few minutes so he got a better idea of what was happening.
He also showed me that as a result my bandwidth availability was fluctuating, and explained that the auto-profiling would attempt to stabilise the service. I asked if anyone monitored for the number of instances of this type of event and he said that it's only likely that someone would look at this kind of information if it appeared that many events were affecting their infrastructure but they were largley not interested in the last mile or tail circuit. They would just wait until customers complained of poor performance.
He also accepted my rationale that my equipment had nothing to do with the problem as the Infinity modem's DSL light was either dead of occasionally flashing. I told him I'd changed the RJ11 cable for another BT provided cable and my own Belkin shielded version. But for the sake of troublshooting properly he checked with his own cable - and it made no difference.
He knew from his monitoring equipment that the problem lay between the physical cable from my house to the termination point in the green box, since his tests at the switch-end showed a fully operational service.
I felt I could trust this bloke and the information he was showing me, so I asked him to hear me out on what I thought the root cause could be based on all the issues I've had over the last 6 years. In my view, it was a no brainer that the cabling must be at fault, and that even though part of the last section of copper had been replaced, there must be another physical fault somewhere.
I told him the only last night, I made a few calls and each time they felt as if the recipient at the other end was in an echoey room. And considering I had invested in the latest Siemens crystal clear handsets I was surpised so I plugged in one of my ancient analogue handset and found the same problem.
Of course, but how could there be a problem considering the last three calls I made to BT over the last week, they confirmed the line was perfect with no real traceable noise issues???? And the previous engineers who visited also concurred with this. At that point the engineer really showed his knowledge of troubleshooting and explained that the remote test that are performed to check for noise are quite crude and although they may look for voltage drops they are nothing short of a rudimentary continuity test. So I asked him if he should perform some more robust check on each physical section and he agreed it would be the best thing to do, and off he went to the pole outside my house.
So what was the cause? It turned out that the termination of the copper pair at the telegraph pole outside my house was the culprit. To put it simply, the very old corroded/oxidised cable was extremely fragile and a visual inspection would miss what a firm tug would reveal. So a strip down and re-termination was all that was required.
When I asked him why after several repeated complaints to BT over the years about noise did no one ever check the physical connections, he admitted that most engineers would just look to see that the physical connections were present and that there were no obvious breaks. They would also do a basic line check but perhaps not a more thorough examination. He concluded that it was possible that this had always been an issue just getting worse over time and apologised that no one ever checked properly.
I thanked him for being honest and didn't blame him but did tell him I would try again to complain to Customer Services to see what they were willing to do about re-imbursements.
I always did wonder why my ADSL2 service was never as good as several of my neighbours' in my estate,and when I challenged my previous ISPs, they told me I should be grateful for what I had considering my distance from their core switch. So now I know.
It was down to the noise issue that I first raised 6 years ago, that was caused by a physical cabling issue.
If only the score of engineers who came out over the last 6 years were as thorough, knowledgeable and willing to talk about their troubleshooting process as the bloke who came today.
Fingers crossed, this service will now work.
I'm now seeing typical latency figures of between 3 and 60ms to random sites in the UK, which between excellent and very good. I've only seen three instances of the connection being dropped since 11am when the engineer left today, which is 20 times less than my previous typical day and 200 times less than my worst day.
I think there's a long way to go before BT can offer a truly customer oriented service from many angles:
1) Train technicians to a higher standard, start with the basics of troubleshooting faults in a logical and thorough manner. 6 years is a long time to resolve a physical line problem.
2) Train technicians to be more customer oriented
3) Customer service could do what they are paid to do and respond to me, even just once would be nice and please stop trying to deflect or avoid the subject of re-imbursements where BT are clearly at fault.
4) Improve your automated problem management by using your auto-generated MI in a smarter and more proactive way. If you've got the intelligence to throttle back or re-profile a service in an attempt to make a poor situation slightly more stable at the expense of the end-user experience i.e. slower but still error-prone service, how about putting together the evidence that a customer has repeatedly complained about poor service and the fault trending data you can see, so how about assigining an engineer to get to the root cause of the problem, as your customers will be much happier with your service. In this case, I wouldn't have been chasing you up for 6 years with a plethora of repeat problems. It could have saved a huge amount of money on the score of engineer callouts I've had.
5) How about keeping together all the records of faults a user has, so when a customer really has had a rough time Customer service and the customer can both look at the same information and agree what the best course of action is, instead of expecting the customer to keep a log of all conversations, emails etc and asking them to recall events each time. Even keeping a track of the reason for the call would be useful, since I'm frequently frustrated by BT not knowing that I'm chasing up on an issue I've raised before as the have no log of previous calls!
I'm still dissatisfied about the level of customer service and when I get some time I'll try and speak to them again about my re-imbursement.

Follow up To my initual Bt Infinity problem

Seeing that i cannot get a speedtest done through the btspeedtester one i just managed to do a test to see what my general connection is like. As i stated yesterday my download speed is down to 28 mb where i should be getting 57.7 according to Bt when i signed up. Below is the results of the test i just done, for whatever rrason btspeedtester will not let me perform a test it just gets stuck on the upload. Can someone please explain whats the results show. Im connected via ethernet to HH3 from my macbook.
http://n3.netalyzr.icsi.berkeley.edu/summary/id=ae81b058-718-a53fbb9b-608b-4c43-ab11

Just done a test on the site you suggested.
Download speed was 29 Mbps Max acheive Speed 33.88 Mbps
For you connection, the acceptable range of speed is 12 Mbps- 33.88 Mbps
Additional Information IP Profile for your line is 33.88Mbps
Upload Speed is 11.52Mbps Max acheivable spped is 20Mbps
Seems strange that on im supposed to be getting 57.7/20 and now that.
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.

BT Infinity Problems

My BT Infinity line was up and down and getting more and more unreliable and in desperation I rang BT help line on the 31st October and raised the fault.
A very frustrating process with support staff not listening and generally talking over me as I tried to explain the fault.
I was promised a call back and heard nothing for a week, I then rang again after several 30 min plus waits in queues got through, the slightly more helpful support person this time decided he needed to pass me to the infinity department.
I asked why nobody had rung and was told we have tried several times each day ! what numbers I asked they then quoted a land line number and mobile which were not mine ! I was then asked if I had changed my number and trying to keep calm responded no of course not it was a new line I ordered just for infinity and as supplied by BT.
The infinity support person then promised to investigate and ring me back , this didn't happen.
I rang again and had to go through 15 mins of resetting routers and modems before I was passed to second line support who said yes I had a line fault and "engineering " would ring me back, "engineering " didn't ring back and I called again.
This time another 15 mins of router and modem resetting the second line support person tested the line and cut me off, I had enough at this point so decided to call again the next day.
After several more calls which were tedious and repetitive result ! and engineer is coming and duly turned up.
The BT Infinity line of course was up at the time and he then swapped the modem saying he had to swap it anyway and left.
About 10 mins after he went the line dropped and stayed off for about an hour I rang BT helpline and they said oh dear we will monitor it.
It is now 14 days since I raised the original fault and am no futher forward, the line speed is fine when working but is up and down and not at all reliable.
I cannot face calling the support number anymore and know my patience will snap and will be rude which I don't want to happen.
I am seriously considering cancellation even though am in a relatively new contract.
Help !

Hi,
I'm assuming that you are connecting wired and not wirelessly.
If wired, drop the mods a line via http://bt.custhelp.com/app/contact_email/c/4951
If it's a wireless connection, come back for more advice from the forum.
The mods are a small band of BT employees based in Northern Ireland, they are very overworked but should come back to you within 72 hours.
Michael

Infinity problem !!!!

i have hp 3500 series mt
i had win 7 installed working fine , one day it gives me blue screen so i used AntiCrash Softwear , still working .
, after 2 day it stopped start . it keep restarting whenever you choice any one of given choices :
1-start Windows repair (recommended )
2-start Windows normally
i tried all of these:
1-reinstalling win 7 booting from flash --- befor getting into any menu >>> it gives me error 0xc0000001 file winload.exe
2-staring windows repair disk >>> it gives me error 0xc0000001 file winload.exe
3- memory test using windows installing flash as a solution given by windows after getting 0xc0000001 error >>>>> it gives me error 0xc0000122 file memtest.exe
4- installing win xp booting from CD >>>> it gives me error 7 file setupdd.sys --- after loading some files
5-i installed win 7 on same hard-drive using other pc it works windows start fine , but when i plug it in the hp 3500 i get the restarting problem , when i plug it back to the other pc the problem still exist .
6-Spotmau BootSuite 2012 --- bootable cd >>>>>> some time error 0xc0000001 file winload.exe some time error 0xc0000098 file ntkrnlpa.exe some time no error its just stopped on windows logo
i think its bios problem . or hardwear !!
plz any help can you offer !!!

Hey mtriple,
I'm sorry you're running into this Windows issue. You've tried a few good steps!
So just for clarification, using the original hard drive that you first had Windows 7 working fine on, you tried installing Windows 7 again and tried installing XP, but neither would work, correct?
You also took that same original hard drive, put it in a different computer, and used the same Windows 7 USB flash drive, installed Windows 7 with no problems, correct?
Let me know if I have any of that wrong. If both of those statements are correct, I suggest putting the original hard drive back in the 3500, and running the Start-Up and Hard Drive Tests from System Diagnostics. To do that:
1. Shut/power down
2. Power on and immediately start tapping F2 repeatedly until you see System Diagnostics Test on the screen.
3. From that menu choose the Start-Up Test first. It should only take 10 minutes or less. Note the results and let me know what they are.
4. Then go back to the Main Menu, choose Hard Drive Test. It will take a little longer than the Start-Up Test, because it is more thorough. Let me know the results.
The hard drive itself seems to be ok, but those tests when run on the 3500, will be testing the hard drive, the hard drive cable, and the SATA port on the motherboard. I say that the hard drive seems to be fine because you were able to put it on the other computer and install Windows with no issues. So it could be the cable or the motherboard. I'm interested to know what the test results are!
I'll keep an eye out for your reply

Multiple Infinity Problems

Okay, so first problem is that the home hub 3 is terrible at distributing speeds, when 2 computers are being used at the same time, one isn't able to even load pictures on pages!
Now onto the second part. Wired internet is 100 times slower than wireless somehow.
Third. The automatic wireless channel system is constantly messing up. Whenever I use it, it works for about a month then messes up, so I have to use a wired connection to then change the wireless channel to a manual one. And this seems to kill off some of the speed I receive.
And now, I can only access the internet during the mornings. So I'm having afternoons with a blinking orange broadband night instead of high speed internet! Apparently my local area connection is temporarily down, but it's happened for the past 2 days now...
So I'm confused as to if BT know they're really at providing internet? Also, any tips to how to fix any of the problems I have?

easiest way is to buy a replacement router like a tp link wr1043 nd

Bt Infinity problem

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