BT refuse to acknowledge I can get Infinity

Hi all, been fighting BT for several weeks on getting BT Infinity now.  Despite getting letters in the post to say BT Infinity is now available, I have simply been unable to get BT to acknowledge that Infinity is available in my area.
Here's the situation:
Property has been on Sky phone and broadband service for at least a year
Area is relatively new (built within the last 5 years) - postcode RG2 9FS connected to Reading South Exchange which is FTTC ready
Online Infinity checker last year said I would be able to get Infinity around March 2012
March arrives and I get the letter from BT saying I can signup so I give them a call and they say nope it's not supported in my area
Reluctant to give up on this, I try tapping in my next door neighbours address details in the online checker and it says they can get Infinity.  I try this for all the houses on my street and they can all get it.  I try several more houses on adjacent streets and on the rest of the estate and it shows they can all get it.  I explain this to BT sales but they say the same thing - system says no, I can't place my order - it's just not available because you're not connected.  You must be on a cabinet that isn't fibre ready.
Sounds like bull so I reach out for support on the thinkbroadband forum. It was suggested that propety may not be listed as 'gold' on the BT database as property may never have been using BT services (i.e. always on Sky or some other provider).  And that the next thing I should do is to signup for a BT phone line.
So today I've just had BT line with BT ADSL activated.
When the Openreach engineer was replacing the faceplate for my phone socket and doing his checks I asked him if this property is Infinity enabled and he said yes - all of the houses on this estate are going through the same cabinet and the same exchange and Infinity is enabled.  There is no technical reason why I can't get Infinity.  His word was good enough for me so I tried the Infinity checker and it recognised my phone number (earlier in the day it didn't) but it's still saying Infinity isn't supported.
There doesn't seem to be any sort of escalation route for this.  I've tried escalating via the BT Twitter account but last time I did this they just fobbed me off saying it's just not supported in my area - which turns out to be completely untrue and wrong.
Is anyone here from BT listening - can you knock some sense in to your systems and get this resolved?

Hi
This is a customer to Customer self help forum the only BT presence here are the Forum Moderators
If your line has only just been activated today it can take up to 5 days for a new number to get on the database
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Similar Messages

  • Whole block can get infinity and I can't...

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    Hi Darren1515
    I can see one of my colleagues is chasing this for you.
    I'll get you contacted with an update it may be tomorrow but I will have you updated.
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    Stuart
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

  • The rest of the village can get infinity, but I ca...

    So basically the local exchange has been enabled and the cabinet in the village has the super fast broadband sticker on it.
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    Cabinet 5 seems to be a PCP outside the exchange building which is installed and Linked with a DSLAM cab to enable FTTC, so it looks like this cab is for EO lines.
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    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.

  • How reliable is the "Can I get Infinity" checker?

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    http://goo.gl/maps/YMXDN

  • Help why I cannot get Infinity

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    There must be two Cabs serving the 29 New house's, Your House must be on the Cab that has not been FTTC enabled yet.
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  • Moving to a house thats been repossessed, can get ...

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  • Was able to get infinity but now can't?

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  • I used to get infinity but now can't?

    Hey,
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    It's not a screen shot but..
    Apparently my cabinet is not available. What does this mean?
    BT BROADBAND AVAILABILITY CHECKER
    Telephone Number *********** on Exchange KIRKCALDY / BEVERIDGE is served by Cabinet 55
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    Downstream Line Rate(Mbps)
    Upstream Line Rate(Mbps)
    Downstream Range(Mbps)
    Availability Date
    WBC ADSL 2+ Up to 1 -- 0.25 to 2 Available
    ADSL Max Up to 1 -- 0.25 to 2 Available
    WBC Fixed Rate 0.5 -- -- Available
    Fixed Rate 0.5 -- -- Available
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    Copper Multicast -- -- -- Available
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    The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 31-Dec-2012; the Formal Retirement date for IPstream is from 30-Jun-2014.
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  • I want BT infinity but can't tell if I can get it.

    Hi, 
    I really want a decent internet speed again.  I've recently moved to Rugby from London where I had 60MB fibre and, whilst it doesn't feel quite like I'm back on dial-up, it's not far off.  
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    in order for the forum members to help please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results .
    are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
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    Someone may then be able to offer help/assistance/suggestions to your problem
    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’.

  • BT Infinity is in my area, but no one can get it. ...

    Hi guys,
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    Hi Webby, 
    Thanks for the reply. 
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    I get about 1.5 mb stable, with fluctuations and drop outs on a daily basis. 
    As much as I would love to switch over to Option 3, I can't risk it. My current connect is now contract free. Prior to Plusnet I was with AOL years ago and suffered horrible customer service and a horrible connection that went out on the clock at 1.03pm untill 11.06pm everyday. No one could fix it, not AOL and not BT. So I am unwilling to change from Plusnet to BT incase that unknown problem resurfaces. I would rather pay more than have a totally unreliable service, and by switching to BT I would be under contract which is not something I am willing to do when I don't know how unreliable it would be. Plus I had been told I would be getting fibre to the area soon......I will however switch to the first person willing to offer me fibre!
    I really wish there was a way to find out my local cabinet and check if I will be getting it. 

  • Why can I not get Infinity ?

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    Give BT a phone and tell them you want to order BT Broadband Option 3 With Fibre, if the salesperson has no idea what you are talking about then ask to speak to a supervisor.

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    Hi iWheeler
    Welcome to the forum.
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    Thanks
    Stuart
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

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