BT Infinity Upgrade.

Afternoon all.
Hopefully someone can help me. We've been subscribed to BT ADSL broadband for roughly a year. 2 weeks ago, I booked to be upgraded to the fibre to cabinet service which is due to be installed on Monday the 15th. We had text message notifications to say the equipment would arrive by today, which it apparently has been.
I say apparently, because the parcel contains nothing but a wire. I would have thought we'd need a new VDSL modem which would arrive today which plugs into the new socket on the wall, which in turn would plug into the existing homehub?
I'd appreciate urgent assistance from BT if we have not been sent something we require - if the install cannot be carried out because the modem hasn't been sent I will just cancel - I'm not booking another day off work for the sake of an internet connection.
Look forward to any response and hope that we were indeed only supposed to receive the cable!
Craig.

BT seems to have a silly upgrade process, if you already have a HH, they'll just send you a LAN cable (at cost to you), but tell you it's "Equipment", the silly thing is the Engineer brings the VDSL modem, and could bring a LAN cable with it saving you (the customer) time and money.
I could understand if you're new to the service, and they need to send you a router .. hence it's "Equipment", but sending a single LAN cable is silly

Similar Messages

MY B.T INFINITY UPGRADE (WELL, SORT OF UPGRADE!)

Hello....
About 7 days ago i posted up in here some quieries about the BT INFINITY UPGRADE and wether i should do it or not co'z of conflicting information from Customer services e.t.c...
Well, Im pleased to report back that my internet speed HAS Increased, But not by Much!..>
Before i was pulling this (wired Connection)
Now Im Pulling this!..
So, ive Kinda had a upgrade, Not the Magical 75mb/19mb i was Kinda Promised..but hey ho!, a speed upgrade is a speed Upgrade i spose!...
Finally, Above all Else, Its better than my previous supplier could EVER GIVE ME!....
IN YOUR FACE VIRGIN MEDIA!

Not bad, once everyone has upgraded your speed may stablise. I would also suggest rebooting your modem and router in order early in the morning to see if you pick up a better sync speed/IP Profile and you may get a faster throughput.
IT SUPPORT TECHNICIAN - Comptia A+ Certified, MTA Qualified and MTSC qualified

New Infinity Upgrade Connection - Again More Probl...

I regraded my ADSL2 to Infinity 80/20 (Busines) a couple of days go. Was estimated to get 56 download and 18 upload, so chose the Infinity 80dl/20ul. At installation we got 30mb download which was quite a way short of what we was expecting!!
Have had problems with it dropping out and demanding new usernames etc.
BT sent an engineer out yesterday to check it, but he admitted he was actually a telephony engineer and not broadband trained!!! GO FIGURE!
He was very nice and spent hours on it but couldnt offer much resolution.
At one point he spoke to technical dept, and they said it could be that the Business hub 3 may be incompatible!!!!! AGAIN-GO FIGURE!!
One curious thing is that it has period where it refuses to work, giving just 0.3 - 0.7mb speed!!, BUT, if you turn off the router, then reboot it................
run a speedtest when the Broadband light is still ORANGE, i get speeds of 50mb-80mb !!!!!!!
As soon as the broadband light turns from orange to blue, the speed hits a brick wall, drops to 15mb - 30mb!
Also i usually use a simple gigabit ethernet switch (8port) from the GigE socket of the Business hub 3, then plug the pcs etc into that and its always worked great, but since we went infinity you cant connect through the switch?
Any Suggestions!!
Have tried calling BT - WAITED 2hr 15min to be answered only for the lady to tell me that 30mb way the best id get, even though there own tests suggested 56mb, and i have had speedtests show 50-80mb, but only when the Broadband light is Orange!!
She basicaly said its better than what you had on ADSL and thats that!!
I pointed out that i had opted for a 80/20 Infinity, but if i was only going to get 30 then i should be on the 40/10, but she said i should change as it could effect my speed!!, even though she said the max i would get would be 30mb!, it makes no sense at all.
I also questioned the fact that the original engineer that intalled the infinity mentioned that it was on a '40mb bearer' or '40mb pair' or something like that. When i pointed out that i had gone for the 80mb not the 40mb, he just said that he only does what the laptop tells him, and i would have to ring up.
I called, they just said that ' you should be on a 80mb connection', i pointed out i knew full well that i had asked for an 80mb, and that i was paying for an 80mb connection, but could they tell me why the engineer said it was a 40mb, and can someone actually physically check it!
She didnt know!
I asked the engineer the same thing about if i was on a 40mb or 80mb connection, and he said it seems i could be on a 40, which would explain the much slower than expeted speeds, but he didnt know how to check it physically as he is not a broadband engineer!
ALL BT STAFF JUST KEEP SAYING THEY JUST DONT KNOW!, BUT TRY TO FOBB ME OFF BY SAYING, ITS MUCH BETTER THAN YOUR PREVIOUS ADSL
I think its all shocking, and im really considering cancelling the planned upgrades of the other 2 ADSL line to Infinity.
IF ANYONE CAN HELP, PLEASE TRY!!
PLEASE HELP ANYONE

Hi Jdatkin
I'm sorry we can only offer help for residential services on this forum.
If you visit the BT Business Forums you should be able to get more assistance.
http://business.forums.bt.com/
Thanks
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
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Infinity upgrade at exchange appears to have kille...

Hi all,
I know there are plenty of threads about slow connection speeds and I was rather reluctant to start another, but having previously spent the best part of an afternoon on the phone purely to get an email password reset, I thought I would try for some help here before braving the call centres again!
Anyway, as the title suggests, at the end of January I received an email telling me that my local exchange (Dartford, Kent) was being upgraded to this "infinity" malarkey, there may be a window of a few minutes where my connection went down and that I would need to leave my hub on and let it settle down for a week or so once the upgrade was complete. "No problem" thought I, "whilst I'm quite happy with my option 3 package, it's good to know I can probably upgrade if I want to in the future." Plus, the email seemed to suggest that even if I didn't upgrade I still might see an increase in speed.
You might appreciate that I am rather peeved therefore to see that since the upgrade was completed in mid February, my downstream connection has dropped from a perfectly adequate 7/8,000kbps to a pretty much useless and rather flakey 3,000kbps.
Now I know there are people who have far worse connections than this, but when I have been paying a premium BT price for a nice, stable and reasonably fast connection for the last four years I'm not overly impressed with the idea of continuing to pay that premium price for a connection that can no longer even reliably stream a programme from Iplayer, let alone cope with that radical 21st century idea of two users trying to access the Internet at the same time!
I should stress that there have been no changes whatsoever to the setup at my end. The router is connected to the master socket in exactly the same way as it has been for the last four years. That said, if anyone has any suggestions as to how I can convince BT's software that my line is still capable of handling the throughput it has managed quite happily for the last four years, I will be happy to try them. Curiously, a friend who lives nearby had a similar problem which was miraculously solved once he agreed to sign up for a new contract. I won't be putting on the tinfoil hat just yet, but the thought does occur...
If anyone can offer some thoughts, suggestions etc... On what I might do to return my connection to what it was previously, I would be tremendously grateful.
Thanks
What details I have managed to extract from my hub are posted below.
Uptime: 7 days, 5:04:51
Modulation: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 728 / 3,067 (previously in the 7,000 region and regularly pulling stuff down from Steam at 800 kBps)
Data Transferred (Sent/Received) [MB/GB]: 929.03 / 25.61
Output Power (Up/Down) [dBm]: 9.5 / 0.0
Line Attenuation (Up/Down) [dB]: 18.0 / 31.5
SN Margin (Up/Down) [dB]: 7.5 / 19.5
Vendor ID (Local/Remote): TMMB / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 16 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 1,029
HEC Errors (Up/Down): 0 / 1,005
Line Profile: Fast
Uptime: 7 days, 5:04:51Modulation: G.992.5 annex ABandwidth (Up/Down) [kbps/kbps]: 728 / 3,067Data Transferred (Sent/Received) [MB/GB]: 929.03 / 25.61Output Power (Up/Down) [dBm]: 9.5 / 0.0Line Attenuation (Up/Down) [dB]: 18.0 / 31.5SN Margin (Up/Down) [dB]: 7.5 / 19.5Vendor ID (Local/Remote): TMMB / IFTNLoss of Framing (Local/Remote): 0 / 0Loss of Signal (Local/Remote): 0 / 0Loss of Power (Local/Remote): 0 / 0Loss of Link (Remote): 0Error Seconds (Local/Remote): 16 / 0FEC Errors (Up/Down): 0 / 0CRC Errors (Up/Down): 0 / 1,029HEC Errors (Up/Down): 0 / 1,005Line Profile: Fast

Hi Geoff,
I could have sworn the email mentioned the exchange being upgraded to infinity but I have long since deleted the relevant email and from what you have said, and some further research on the Internet, I am coming round to the conclusion that I was mistaken and that it was actually an upgrade to ADSL2. Either way it has still put the mockers on my connection speed!
I've tried the quiet line test and all seemed pretty **bleep** quiet to me ( I couldn't hear a thing and neither could my better half), unfortunately the BT speedtest refuses to work and simply tells me that it is unable to perform a test. I've tried it a number of times since you first suggested it last night.
There's nothing obvious to suggest the problem is at my end. I've tried swapping filters, checking there were no loose connections etc, but all seems to be pretty much as it was before the problem started. I guess I will have to bite the bullet and brave the help desk. I guess I should book a days leave from work to make the call...
One final question if I may? I have been toying with the idea of switching providers recently. I'd rather stay with BT because, as I said previously, whilst they are expensive, I value the good service I have generally received to date over saving a few beer tokens each month, but if I am given the run around, as I seems to be the norm when I contact tech support, I may just bite the bullet and go. If this does turn out to be a problem at the exchange am I likely to see the same problem even when switching provider?
Thanks to all that have taken the time to comment and offer assistance, it is genuinely appreciated.

Quick question re Infinity upgrade / YouView box

Been with BT for TV and broadband for several years. Until recently we were using silver TV box but a few weeks ago we upgraded to Infinity and received what we assumed was the most up-to-date TV box. Since discovered it's not (it's a H3 box).
Is there a way of getting a G4 box at no extra cost? Or is this another case of companies like BT treating loyal customers like second class ones compared with new customers (who I believe do receive the new G4 box)?
Solved!
Go to Solution.

For those who were still on the silver BT Vision+ boxes there were three main options.
(1) Take up BT of the offer of a free BT Youview+ box.
Pros:
The box was free.
Any customers on an old TV PAYG package could stay on it with no fixed monthly costs.
Coms:
The BT Youview+ box was only the 3rd generation one and not the latest fourth generation.
You had to commit to BT Broadband for another 18 months.
Any current broadband or calls discounts would still end as originally stated.
(2) Start a new BT TV contract in the normal manner.
Pros:
You got the latest fourth generation BT Youview+ box.
You only have to commit to BT TV for 12 months.
You could negotiate a new BT Broadband contract possibly with new discounts either now or once the oroginal minimum term was completed.
Cons:
The BT Youview+ box cost £35.
The new BT TV subscription cost at least £5 per month.
(3) Let the BT TV service end.
Pros:
Saved any TV costs.
No change to your current BT broadband contract.
Cons:
You've got no BT TV service and can't even use the old silver box as a Freeview PVR.
It sounds as though you chose (1). Some others chose (2) or (3).
No such thing as a totally free lunch!

Beware of Infinity upgrade from ADSL

I felt I had to pass on my experience of BT's push to migrate its ADSL broadband customers to Infinity. In fact it was my mother-in-law who is the subscriber (I just get called upon to fix IT problems when something goes wrong) and who got the call from BT. She was pushed into upgrading as it was positioned as all positive, more speed, the future is fibre blah blah with the only downside of a £25 one off charge. That said she had no idea after the call if she had actually agreed to a change in the tariff or whether, as I presume, this has locked her in to BT for another 12 months. Bottom line is that the upgrade was entirely inappropriate for her, did not work properly, was worse than what she had before and she has since had to downgrade back to the old service. This has left her without broadband at all for a week and about £45 out of pocket. Plus I had to drive 30 miles round trip to sort it all out for her. Thanks BT. So why was something that you would naturally assume to be fantastic such a bad idea? Well firstly she did not need the improved speed (I don't know what was promised to her on the phone) as she was already getting 14Mbps on ADSL and has one PC which she uses for a bit of email and browsing. If she uses the PC for more than 30 mins a day I would be surprised. She currently has a desktop PC connected by Ethernet cable to her home hub connected to an extension BT phone socket (in a small study). BT Inifinity replaced the master socket (which is in the hall not her study) and then installed an OpenReach modem/router and a conventional BT Home Hub 3 in the hall. As she also has an Ethernet powerline adaptor to allow the TV to connect to the Internet then this not only placed additional equipment on a hall table which she did not want but required three power sockets which she did not have (the powerline adaptor has to go into a real socket and not an extension or multi way adaptor). So this led to an extension cable trailing on the floor in the hall. Plus the £25 for the install. Now as she was using a desktop PC, short of moving that to the hall, she had no connection from PC to home hub. So she was told by the BT engineer to go out and buy a WiFi dongle for her PC. She is 82 and made the trip to the shops in the snow. Another £20. Had my wife or I known we would have stepped in but she is one of those fiercely independent types. Initially that did the trick and it worked. Then I did a speed test for her and found she was getting 3Mbps download and about 5Mbps upload! But at least it was working. But then next day the trouble started as the Internet connetion appeared down. Called BT and a long spell on the phone to the call centre. BT could not explain the line speed issue and put it down to needing to "settle in". The Internet connection to the hub (from the BT network) was fine and turned out it was the wireless connection starting to drop. Then rather than pick up the BT home hub again (a distance of 5m away) it would find a neighbour's BT hub or what appeared as a public access BT WiFI FON access point. She did not realise that she was trying to connect to the wrong hub. Plus anyway she did not want the hassle when she previously had only a wired connection. So at that point she called BT. Another long spell on the phone. But she was able to ask for her service to be downgraded. She was told it would happen the next day. Indeed BT Infinity stopped working the next day. But no BT ADSL broadband service was back. Another long phone call. Now was told that the old service would not be reactivated until the following week (almost one week after the BT Infinity service was cut off). That should happen today. So hopefully today all will be back to normal but it has left her out of pocket, having also spent hours on the phone to BT and required me make an "onsite" visit to move equipment and clear up the mess of boxes and cables in the hall. And for something she did not want or need. I will be telling her to write to BT to complain about this fiasco but I post this here as a warning. Before you migrate make sure it is right for you (or your friends and family). Oh and this is not technophobic fear of all things new - I myself have been using various broadband suppliers including BT for 12 years (dating back to BT Home Highway - 2 x 64kbps ISDN service).

Ratty2012 wrote:
I did read the OP's post The homehub should have been installed near the computer, I don't see a reason why it was'nt.
Other than the engineer being lazy?

Confused about the recent BT Infinity upgrades

Hello,
I am a BT Infinity 2 customer. I received a mail about 20 days ago telling me that my speeds are going to be increased (up) to 76/19.
Now, I don't have any complaints about my current service as it is quite close to the original 38/9 but, nothing has been upgraded so far. Should I contact BT or is this just an upgrade that is going to happen sometime in the future?
Note that the BT "speed checker" already claims that my line should be getting up to 76/19.
Thanks in advance!
Solved!
Go to Solution.

Hey John46, thank you for the update, this one seems to be working better!
Here are my results :
Best Effort test:
Download speedachieved during the test was - 37.56 Mbps
For your connection, the acceptable range of speeds is 12 Mbps-0 Mbps.
IP Profile for your line is - 38.72 Mbps
Upstream test:
Upload speed achieved during the test was - 8.17Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps

Infinity Upgrade leads to Lower Download Profile

I have been on Infinity for almost a year and after numerous problems in the early days with several engineer visits required to increase my profile, it's been very solid 37/10 for the last 6 months, so very happy. I ordered the upgrade on Thursday due for completion yesterday and low an behold my profile has changed ------ but lower 33.88/20. i have just spent the last 1/2 hour on the phone to be told that it should increase over the next 10 days. Is this correct as I have my doubts!

What was your expected speed when you ordered the regrade?
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Free Bt infinity upgrade? whats the catch?

Hi i currently have bt broadband unlimited usage. I received a letter today I was wondering if anyone has received the same letter to see if there is any catch? For example do I have to pay extra when my contract runs out etc?
This is what the message says:
We are currently upgrading our broadband service in your area to make it faster. You will be upgraded₁ to BT Infinity fibre optic broadband² for no extra charge at a time that suits you. There will be no change to your existing contract term or charges - the amount you pay will remain the same.
Cheers.

I received several letters asking me to arrange an engineer visit to receive a free upgrade to infinity. Eventually I decided to try and find out what the catch was so I rang the number. I got through to "Directsales" and all went well up to the point where an appointment was scheduled, and then the bombshell "I'll be putting your monthly payments up by £11 but you can call a number (which the man quoted) to have them put down again." After being told there was no catch and everything would still cost the same I could not understand why my payments had to change, I was in credit, was supposedly getting the exact same services (line rental, Broadband Option 2 with anytime calls add on) so I refused to accept the appointment on the basis I didn't trust why they wanted to increase my monthly payments. I even rang the number that the man quoted, to ask why one department would put my charges up and tell me to ring another to take them back down again, and the person I spoke to had no idea why I'd been told that. ALL VERY SUSPICIOUS to me. Broadband isnt great in my area and when I've called BT I've had poor service from their call centre so I'm considering moving to another broadband provider rather obtaining something that's supposed to be free but clearly has some catches attached.

Fareham not on any BT Infinity upgrade list?

The subject says it all, quite bizarre. Oh well, Virgin it is in June 2012 then!

Hi Larterton,
Thanks for posting and welcome to the forum!
Sorry you're having problems since upgrading to BT Infinity. I'm sure @btcare on Twitter will get you sorted. Do keep us posted how things go.
All the best,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Phone not working after Infinity upgrade

I ordered Infinity back at the end of October 2013 and have finally had it installed today after several false starts. The problem has been "faults on the line" which have been discovered by engineers each time they came to set it up. The engineer came today and announced there were no faults on the line and he set about installing Infinity.
Having announced that all was well he made a phone call to an automated line testing service and then declared all was well and off he went.
Shortly afterwards I needed to make a call and discovered that there was no ring tone. When people tried to call me the phone rang and kept on ringing (in a muted kind of way) when i picked up the phone. The caller number displays and the calls go to 1571 (though we can't call that service). Meanwhile the internet appears to be fine.
I have performed all the tests possible including using an old wired phone in the lower socket. There is never a dial tone.
As we don't get a mobile signal here I spent nearly an hour in a field where I could get a signal trying to get through to BT helpdesk on a mobile without any joy. I have emailed several times and also tried the online chat function - after queuing for 40 minutes I was "requeued" by the operator whose only response was to paste some link to troubleshooting video I might want to watch.
I logged a fault on bt.com/faults but when I went to check on the status of the fault it seemed to be saying that they had checked the line and could find no fault and recommended that I phone the helpline(!). If only I could.
Looking through the boards it seems this has happened to others before.
If I can't use the phone I will have to travel 160 miles roud trip to my office as I need the phone for my work.
Has anyone any ideas about how I can get this sorted out?

The engineer came and after about an hour the phone was working again. Apparently the fault was unrelated to the Infinity installation and was an unfortunate co-incidence. It seems there is a fault with "pressurised cables from the exchange" whihc developed shortly after the infinity engineer attended yesterday.
The engineer today swapped our wires over in the street cabinet and now the phone and broadband are both working.
Thanks very much for taking the time to reply to my issue.

Dont understand Infinity upgrade in my area.

So for my postcode it says June 2014, I also checked on BT wholesale website and I dont understand the results in my area.
This is what it says
I get 15mb download now (if thats what downstream means) , so why is it showing atleast half that, and Why isnt it showing WBC Fibre as coming soon when the Open reach site does?
I really dont understand what it is saying, considering it is saying that my town is getting Fibre Optic in June
Cheers
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date
WBC ADSL 2+
Up to 7.5
5.5 to 12
Capacity expected 30 June 2014
WBC ADSL 2+ Annex M
Up to 7.5
Up to 1
5.5 to 12
Capacity expected 30 June 2014
ADSL Max
Up to 5.5
4 to 8
Available
WBC Fixed Rate
2
Available
Fixed Rate
2
Available
Other Offerings
Copper Multicast
Available

That's what i had thought at first but i'm like nearly 3 miles from the exchange and as you said, i wouldn't of been able to get fibre if i were.
Do cabinets that support Option 3 with fibre have to of been upgraded?
Like, is the option 3 with fibre if you're too far from your cabinet? I'm not even sure which cabinet i'm on, but i know there is only one enabled within 2 miles from my house according to fasterbroadbandni.
I don't see how else i could be getting this package if i'm not connected to that cabinet close to me if this is the case.
I guess i'll see when the guy comes to install it.
+
Do you happen to know if the new socket can be installed 2 floors up from the master socket? or if not does my speed drop much using wifi about 15 m or so with N network card?
I'm full of questions, sorry haha.
Option 3 with Fibre. (Quoted 10mbps/2mbps)
28th May 2011 -- 32.5mbps / 8.5mbps
Website checker is just so accurate!

When will my cabinet get the infinity upgrade?

Hello,
I was wondering whether someone could check when my cabinet is due for the upgrade?
It states that I am in phase 6a, however I have checked other areas in Preston, they are in phase 6b for example and they have had their cabinets deployed.
It seems that for some reason mine has been missed, and it would be helpful to have some further information.
Thanks
Elliot
My Cabinet Details:
LCAOR
ASHTON- ON-RIBBLE
PR40LG
{LCAOR}{P46}
0
100%
12.93
6a
No
FTTC

elliot wrote:
All the information is conflicting. When I check the BT Wholesale Checker it states:
Your cabinet is planned to have WBC FTTC by 31st March 2012. Our test also indicates that your line currently supports a fibre technology with an estimated WBC FTTC Broadband where consumers have received downstream line speed of 40Mbps and upstream line speed of 6.5Mbps.
This probably means that you aren't actually connected to the cabinet which is listed as serving your postcode in the spreadsheet (a common occurrence). Another reason to take the information in it with a pinch of salt
Dean
BTCare Community Mod
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BT infinity upgrade reversal

Just had my upgrade completed but there is zero increase in download/ upload,now i am stuck on a new 18 month contract,hardly seems fair if no increase,can my upgrade be reversed so i am placed back on my original contract?
I was getting 25 meg download, 3 meg upload,(wired)..my personalised quote from BT said i would get 69 meg download and 20 meg upload.

Wired test using btspeedster today,speed showed as 0.00 download and 0.03 upload,will not let me do the test again as comes up with an error message, tried speedtest.net and have got readings from 1.3mb download to 6mb download (wired) Have just tried a wireless connection using speedtest.net and getting as of 14.58pm 18.20 mb download, 3 mb upload ( same as before upgrade),when i phoned bt yesterday they said my profile was showing as up to 8mb broadband? and they would reset it and i should see an increase in 2-3 hours ,this was at 6pm yesterday, however thats when things went into full reverse and speeds became almost non-existent,does anyone know if BT can hold you to a new contract if there are no speed increases after the upgrade? i have unplugged my hub a few times as suggested by some people with no benefit.

Bt infinity upgrade form don't work for line saver...

Come on Bt get it sorted !!!

Cryin5freeman wrote:
Placed order.. Been told am only getting 63/20 ;(
OMG what on earth are you going to do with such awful speeds?
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BT Infinity Upgrade.

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