Cabinet invites me to get Infinity, BT say no!

It's almost 12 months on from the last time I attempted to get Infinity and gave up.
My street's fibre cabinets have been installed (Q3 2011) and the BT guys were working like crazy here a couple of weeks back running cables etc. In the past fortnight the two cabinets in my road have had big stickers put on them saying they're live and taking orders, yet BT still say I cannot have it.
Despite speaking to people on the phone at BT, none of them can give a firm answer why. Some didn't seem to care and others seemed embarrassed by the lack of knowledge. They just keep pointing the finger at Openreach (granted it's OR who do the work but I can't believe BT Retail don't have the necessary knowledge.
I note however, that every time I have spoken to someone they have asked "Is this a new build?" (it's not, it was 1960s).
The line is BT but currently served through Sky along with the Broadband.
I think there's a problem with the info BT hold about my line/premises so I cannot seem to get anywhere in my quest for Infinity.
Can someone help please?
Thanks

Well your rollout phase is 5a, which is last year, also on another good note, your postcode is accepting FTTP (Fibre to the Premises) although it's stated that it's only scheduled as a partial deployment.
I would contact the mods, some sort of confliction here: https://bt.custhelp.com/app/contact_email/c/4951
It takes up to 3 days to get a response from them by email or phone. Hopefully they will be able to clear this up for you.
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Been told cabinet not on plan to get infinity but....

Hi, after advice please.
Have been told cabinet is not on the plan to get infinity
In respect of cabinet 104 to which your line is connected this has been deferred out of the programme due to issues with the supply of power. Unfortunately in view of this there is no timescale for enablement of this cabinet.."
However, today openreach were laying cable up the road to do a fttp (for a new local school) so this means that infinity must be fairly close by (and the 2 guys said it was on the road at the bottom of the hill from where we (and the school) will be.
SO the questions I have and am looking for advice on are:
1. If they can get it, how do I go about getting (expensive!) fttp?
2. If infinity is avaliable 'down the road' how can I get BT to alter their minds and allow us to order it
3. Who do we need to stamp our feet at and shout at to get the 'power issues' resolved?
All 3 local exchages are showing as accepting orders for infinity..
Cheers for reading..
Jon

jonsmile wrote:
SO the questions I have and am looking for advice on are:
1. If they can get it, how do I go about getting (expensive!) fttp?
To get FTTP your cabinet needs to be Infinity enabled.
2. If infinity is available 'down the road' how can I get BT to alter their minds and allow us to order it
Pay them lots of money! If it is not on their plans to upgrade your cabinet it is probably because at the moment it is not financially viable for Openreach to do it.
3. Who do we need to stamp our feet at and shout at to get the 'power issues' resolved?
You would need to get Openreach to give more details as to exactly what that problem means. Is it the electricity supply to the cabinet or some other issue.
All 3 local exchanges are showing as accepting orders for infinity..
Cheers for reading..
Jon

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

I have just signed up to BT standard broadband and am hoping to possibly upgrade to fibre in the near future. I have tried calling BT however they say I can’t get fibre due to them entering in the phone number and saying it is unavailable.
When I check the availability of fibre using my address it says it is available to me, however when I enter my phone number it says it isn’t.
All my neighbours can get infinity and I can’t, please don’t say it is down to routing as I can’t be the only flat in a nine story building that can’t get it.
They are all connected to the same cabinet and exchange as me. Front door is less than 2 metres away from mine. Please see just one example below.
Can someone please help.
Thanks

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.
Thanks
Stuart
BTCare Community Mod
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Next-door gets infinity but i dont

I have been looking into getting infinity for a very long time now because i am the main user of the internet in our household. I regularly upload videos to youtube, but it takes a long time as well as knocking out wifi on all other devices. I recently noticed on my phone that a house nearby is using a hh5. (I believe is made for infinity) so i went online out of curiosity to check whether houses nearby got infinity. Turns out my nextdoor neighbour has infinity but for me it says i cant have it. I am just asking why this is the case. What did they do which allows them infinity which we havent done?

If you use the checker posted by imjolly in the above post it will tell what cabinet you are on and what services it can receive.
If it does not show a cabinet number it will be because you are on an Exchange Only(EO) line. This means you can not get Infinity because you are not connected to a cabinet, instead you are connected directly to the exchange.
Sometime in the future Openreach may install a cabinet out side the exchange and this will allow EO lines to connect to a cabinet. This however is not high on their priority list so may take some time.
Use your phone number. If you don't have a BT number use the address checker. It is more accurate than the post code checker which can cover more than one cabinet.

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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Was able to get infinity but now can't?

Hi
I have been checking the BT website for a while now since Sky bought O2 (my current provider). It has always confirmed that I was able to get Infinity 2. Even last week when I almost completed the order but cancelled at the final step as I had only just received my MAC code (and apparently I could not use it for seven days otherwise I would be charged). It was all good news you can get Infiinity 2.
But now, went to order tonight and now I cannot get it. The openreach website shows all the surrounding exchanges are accepting orders. My neighbour (two doors away) who is an openreach engineer has confirmed that he has it and that both our telephone lines share the same cabinet. Thanks to my neighbour I know that my cabinet has been upgraded. I can even follow both our telephone lines to the same cabinet (we still have telegraph poles) and the cabinet is 50 metres away. So what has happened?
Sabotage by Sky (joking) or just bad planning from BT and too many people signed up for BT Sports??
Trouble is it now means that I am severely tempted by the offer that Sky is trying to intice me with of free broadband and Sky Entertainment plus for a year but it means that I will have to transfer my phone to them and I am just not keen on moving wholesale to Sky.
Just to confirm that my telephone line has always been with BT and has never been transferred to another service provdier.
I am in Eastbourne - BN22 8.
Thanks

I'm afraid it probably means that the cabinet has reached its capacity for FTTC users. If lots more people want it they may and extra capacity but not for some time.
Probably worth trying every few days for a bit in case there was a mistake, or someone cancels.
You could also see what happens if you try an order with PlusNet or similar. You'll probably get the same result; all the FTTC ISP's share the BT Openreach cabient resources; first come first served.

When will I get Infinity

When I enter my postcode on BT Infinity it states my area is already on the list to get it, but I can't find any information to tell me when that will actually happen. When I click order Infinity it says it's not available to me. I'm only assuming it hasn't been installed yet, I don't actually know whether it has. I am very interested in upgrading my frankly awful current broadband connection for Infinity; i'd like to register my interest or just know when about it will be installed, because all it says is it's already down to get it, which isn't all that helpful. My postcode is LE9 6PU - any help appriciated thanks.
Solved!
Go to Solution.

you can check here http://www.samknows.com/broadband/exchange_search
normally you would get an email from BT advising about infinity being made available and when
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Too close to the exchange to get Infinity???

Hi,
I wonder if anyone can verfiy te following please?.
I live on the outskirts of Reading and have been told by a neighbour, who managed to speak to someone at BT, that in our road we are never likley to be able to get BT Infinity the reason being as follows:
We are close to the Spencers Wood exchange and the lines to our road come directly from the exchange and not from a road side cabinet. In order to get Infinity the line must come from the cabinet and not the exchange. Therefore although the exchange has been upgraded to be able to provide Infinity it is only possible to get this if you are supplied from a cabinet. So, a number of houses round about us can get it, but we are unlikley to ever get it.
Is anyone able to verify the accuracy of this please, and are there any other options available?
Thank you.
Solved!
Go to Solution.

BT Infinity runs off two kinds of VDSL types;
FTTC - Fibre to the Cabinet. This is where there is a fibre line from the Exchange to the street cabinet then normal copper from there to the house/business.
FTTP - Fibre to the Premises. This is where you have a fibre line all the way from the Exchange to the house/premises and doesn't route through a FTTC, aka RDSLAM.
If your line is an EOL (Exchange Only Line) then you will have to wait for a FTTP Service to become available in your area.

Help why I cannot get Infinity

I am moving to a new build in calne wilts and half out of the 29 new homes can get Infinity while the other half does not show on the checker but tey are in no order just hit and miss so no reason why we can not all get Infinity. We all have the same postcode SN11 0FF and use the same cab so is it because we have not got a phoneline installed yet or any other reason but when I phone BT they just say you dont get Infinity Help Help Help

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.
and if only one CAB then yes you need a phone line first ! thats how you receive FTTC or any other type of Broadband via a telephone cable.

Getting Infinity in a new build

So, I am moving into a new build where other houses on the street/estate are showing as being able to get Infinity 2, howver my house number cannot. I believe this is because it doesn't have a phone line so it doesn't show up as available. I have booked to have a line installed and am hoping to then add infinity once it's activayed. has anyone else had experience of this? Am I likely to be able to order Infiity as soon as the line is active?
I can't believe its not possible to order a new phone line and infinity at the same time, but it seems like its a case of 'computer says no'
Solved!
Go to Solution.

I don't know if it is always the case that you must order broadband before infinity but others on the forum have reported that is what they have had to do. It may of course be that Infinity was not yet available in their area so had to do that as a stop gap.
I am aware that you don't yet have a phone line, it was to use after you had the phone line installed so that you could check you could definitely get Infinity. Obviously you can't check before you have a line. The best you can do is what you have already done and that is to check it is in the area.

What are the chances of getting infinity

what are the chances of getting infinity in your area ?

xColinW wrote:
what are the chances of getting infinity in your area ?
I'd say pretty good if you get the same results shown in the picture below, when entering your Telephone Number into the BT Infinity site. Note the BT site is down for maintenance at the moment.
Or try this checker https://www.btwholesale.com/includes/adsl/main.html. And you get a similar result as below.-
"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 26.6Mbps and upstream line speed of 11.1Mbps."
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

Am I due to get Infinity soon?

Hi, I've noticed several BT vans in the local area recently putting up new cabinets and digging holes, so I'm hopeful it will be soon! I've attached a photo of a cabinet near my house that has just been put up- can anyone tell me if it's an Infinity cabinet as I've seen larger ones?
Thanks in advance.

If you are connected to that PCP then yes, you are going to be able to get Infinity. However, it could still be some time before that is the case. My cabinet was installed in early February this year but wasn't activated to permit orders until the end of June.
That said it does look like they have dug a route to the cabinet recently so the power already be installed (almost certainly power as it goes to the pavement rather than a BT manhole or the PCP next door). Keep an eye on the BT Wholesale checker to see when it goes live for orders.

Change to bill because of inability to get Infinit...

Hey guys,
So im moving house to where i can only seem to get Infinity 1 but i am currently recieving Infinity 2 with the higher speeds. Is it possible to get my tariffed lowered to compensate for not recieving the Infinity 2 speeds ?
Thanks for your responses,
Shaun

contact this number customer options 0800 800 030 they should be able to help you
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Cabinet invites me to get Infinity, BT say no!

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