Cost of Infinity 2

Has cost of Infinity 2 gone up?
I was paying £26 plus £7 for unlimited calls.
Cost this month is £27.67 plus £7
They are also charging for caller display at £1.75 after I rang up and cancelled it before Christmas.
Keith
Solved!
Go to Solution.

Contacted them on LiveAssistance, so I have full transcript.
First response: I can see that the caller display is still activated in the telephone 
Strange as far as I know have no phone that is caller display.
Then they said they would turn it off. I asked for a full refund - so I will have to check next bill.
Keith

Similar Messages

  • Relative cost of Infinity and Option 3

    I've been back with BT for 4 months now, and am decidedly regretting the decision. The actual disaster of a process of getting connected in the first place notwithstanding...initial delivery of equipment went missing and it took 3 weeks and countless calls to get replacements...initial estimates of when FTTC would be available for my address have proved to be pie in the sky. I was told that it would be available at the end of January (this after being told months ago that it would be Sept 2012), looks now like being 'never'.
    Fair enough, too much trouble to wire my block of flats, but why does it cost as much for my 6Mb connection as my friend's (who lives 200 yds away) 75Mb fibre optic connection? I'm not particularly happy that up until a couple of weeks ago this connection was a steady 7.5Mb either, with no apparent reason for this drop.
    I feel I'm being ripped off to subsidise those getting hugely superior speeds.

    Comparing prices with other customers is not that straightfoward in these days of package deals. Once a minimum period contract is up, it's very often possible to negotiate a special price in return for agreeing a further minimum period. There's not much science in it, and the price you get will depend on who you ask, what's on offer at the time, whether BT want to push any particular service, how long you're prepared to commit for, your negotiating skills, and I daresay where the moon happens to be in relation to Jupiter. Apart from that, BT do not price according to the bandwidth achieved, and I think the same applies to all the major providers. So it's really down to what you can get and whether you are willing to go elsewhere.
    You can click the white star next to this message if you think it was helpful.

  • BT Infinity - no cost upgrade - or is it?

    I saw with great interest the announcement from BT recently that if you signed up to a Calls+Broadband Package, you could upgrade to BT Infinity at no extra monthly cost when Infinity became available in your area.  As that's Jan 11 in my case, worth a go, I thougt.
    I duly placed an order with BT, having had a discussion with the Online Chat team.  The next day, I had a mail from Customers Services telling me that as I had voice with another CP and BB with BT, the order was "a bit too complicated" for them to deal with.  Could I ring the Orders line?
    I did so, to be told that "No; any upgrade to Infinity would require you to pay the additional monthly charge".  I've left the order stand as I think that I can have the further discussion once I have both call + BB from BT.
    I am a bit confused thoug; was it a genuine offer or not?  Has anyone taken advantage of the "offer" and had it confirmed?
    Thanks

    Hi MJK,
    I sent you another email about this today - once your line order closes I'll be able to get you onto that deal, so what when Infinity becomes available you'll be able to change to it and keep it at the same price.
    Thanks,
    Stephanie
    Stephanie
    BTCare Community Manager
    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’.

  • Paid For Infinity 2 for 2 years but account downlo...

    I upgraded to Infinity 2 in January 2011. A couple of weeks ago a BT engineer who was dealing with a seperate issue pointed out that our speed was 'capped' at 40 Mb and told me to call BT TECH. I eventually got someone in the tech dept to understand the problem and a fault was raised. (It was a painful process as the call centre staff kept thinking I was complaining of slow speeds). The guy who helped me said that I would have to deal with getting my money refunded for the difference in cost between Infinity 1 and Infintiy 2 AFTER the 'fault' was rectified. He would not confirm this by email but assured me it would NOT be a problem and that it was all written down in my notes. I asked him to confirm this several times.
    A few days later we were notified that the 40Mb cap would be removed. Our achieved speeds are now 73Mb (or thereabout) and buffering is a thing of the past :-). I also received a letter in the post. confirming my 'upgrade'
    Understandably I want the difference in cost between Infinity 1 and Infinity 2 refunded. I have made numerous calls (totalling many hours) . I have been promised call backs which have not materialized and have had the phone go dead on me many times (I am always very polite).
    The Tech staff have been able to understand the problem as have several of the UK call centre staff. I have been told by the tech staff that all the info is on my notes but when I get through to billing they either don't understand or can't see the notes. An overseas billing staff member has now given me a Complaint Number but he was still talking about how BT can not guarentee speeds despite me explaining carefully and slowly that it was the wrongly assigned speed cap that was the issue.
    I must have explained this 20 times by now :-(
    What I would like to know is if there is anyway of checking the details of this complaint number? ??????? Is there another way of escalating this issue. As it is a slightly unusual problem the (overseas) billing call centre staff seem incapable of dealing with it.
    He told me that he couldn't tell me when they would deal with it and it could be over a week. It's less than £100 ish but I want it refunded.
    ***EDIT 3:19 sat 11th May. , I think I gave the wrong FAULT number in my message to the BT MOD the FAULT number relating to removing the speed cap is 0150125069882142 (I think ;-) ) There were no preceding letters. I double checked. **

    Hi
    I am sorry to see you are having problems
    I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
    They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
    They are a UK based BT specialist team who have a good record at getting problems solved
    This is a customer to customer self help forum the only BT presence here are the forum moderators
    If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

  • Better off with ADSL???????

    I have posted on here before about speed issues with my Infinity service, and thought I'd have another 'say' about the service. Original speed estimate was 35 Meg which was never even achievable according to Openreach Engineer (Chris.......... cheers you have tried your best). Had a connection of 23 Meg briefly which was unstable and was knocked back to 18 with this software thing (it should be known as malware in my opinion), my sync speed has dropped steadily and HAVE A CONNECTION OF 10.8 MEGS WITH ERRORS. I used to get 6.5 on Broadband 
    The engineer has been back today following reporting of the fault. The line is Aluminium so there is the reason for my !"£$ service, buffering on iplayer on sd settings, kids complaining of lag whilst gaming etc. etc.
    'Can you justify the cost of Infinity?' says the engineer.
    'Well if BT drags its **** out of the dark ages and invests some decent money on infrastructure................'.
    Message to the decision makers at BT HQ...... I contribute to your executive pay with your executive benefits and your executive pensions. BT should be a class leading supplier of communications infrastructure yet seeks to suck their customers in with fancy ads PROMISING the earth. I expect better and want better.
    Edit Speedtester from BT
    FAQ
    1. Best Effort Test:  -provides background information.
    Download Speed
    9.19 Mbps
    0 Mbps
    21.24 Mbps
    Max Achievable Speed
     Download speedachieved during the test was - 9.19 Mbps
     For your connection, the acceptable range of speedsis 12 Mbps-21.24 Mbps .
     Additional Information:
     IP Profile for your line is - 21.24 Mbps
    2. Upstream Test:  -provides background information.
    Upload Speed
    4.82 Mbps
    0 Mbps
    10 Mbps
    Max Achievable Speed
    Upload speed achieved during the test was - 4.82Mbps
     Additional Information:
     Upstream Rate IP profile on your line is - 10 Mbps
    The test result has indicated that you should contact your ISP for further assistance. 
    Mods it's over to you!

    Hi Darkest-Star
    I'll be happy to have a look over your account and see what we can arrange.
    Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
    Thx
    Craig
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
    td-p/30">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’.

  • Feel like getting ripped off by BT

    My monthly bill comes to around £60 combined for anytime calls, Infinity 2 and basic TV, which I feel is way too much. I have not used the TV at all in the last 10 months and my broadband speed, according to tests, is consistently under 5mb/s compared to the 60mb/s I use to get in the first couple of months of the current 12 month deal. The last few months it has been more like 5mb/s. However, I don't feel like the actual connection is slow as 5mb/s is fast enough for my requirements most of the time. The only time it seems slow is when downloading movies on iTunes. A movie that should take a few minutes is taking more like 30 minutes. The good thing is, since video now plays off the cloud, I can start playing it as soon I start the downloading. However, I notice that some movies (I play from the video librarary) keep stop-starting on a regular basis, sometimes to the point where I can't be bothered to watch.
    I will be cancelling the TV which will take £7 a month off the bill plus another £3 for BT sport HD. Any recommendations so I can bring the overall bill down to a more manageable £40 or so. I might downgrade to infinity 1 as I am not seeing the benefits of infinity 2 in terms of speed. Can I downgrade over the phone (without needing an engineer coming around)? I really can't be bothered with the hassle. I have the hub 4 by the way.

    aremeza wrote:
    My monthly bill comes to around £60 combined for anytime calls, Infinity 2 and basic TV, which I feel is way too much.
    I will be cancelling the TV which will take£7 a month off the bill plus another£3 forBT sportHD. Any recommendations so I can bring the overall bill down to a more manageable£40 or so. I might downgrade to infinity 1 as I am not seeing the benefits of infinity 2 in terms of speed. Can I downgrade over the phone (without needing an engineer coming around)? I really can't be bothered with the hassle. I have the hub 4 by the way.
    I think you should be able to downgrade to infinity 1 without any engineer visit required. You do certainly need to get your speed issue investigated though, something is amiss there.
    Without knowing the exact breakdown of the £60 it's hard to give specific advice, but in general  ...
    Phone Line Rental is £15.99 or £13.32 if you pay by Line Rental Saver a year in advance. 
    Weekend Calls are free.
    Evening Calls is now available as a £3.00 add-on (used to be included in certain packages). 
    Anytime Calls is now available as a £7.50 add-on (used to be included in certain packages).
    There are lots of other phone feature add-ons at extra costs.
    Infinity 1 (20GB) is £15.
    Infinity 1 (40GB) is £18.
    Infinity 1 Unlimited is £23.
    Infinity 2 Unlimited is £26.
    Just go to the MyBT page and click on the links at the top such as 'My Phone' or 'My Broadband'.
    However, if you are near to completing (or have completed) the minimum term for your current contract then you are in a strong bargaining position. The best thing to do is to phone the Customer Options Team on 0800 800 030. They will explain all the options and they can often give extra discounts over the phone if you commit to a new contract with a new minimum term. For example I just recontracted my Infinity 1 (40GB) at less than £18 and also got TV Essential at £2. 

  • Varying Infinity monthly costs

    I responded to an advert on a web site asking BT to let me know when Infinity would be in my area a long time ago, 2 days ago I had a polite man from BT sales telling me that there was good news now that infinity was now in my area, and can I sign you up as you expressed an interest in it? I said that I needed to know a few things before I even consider BT... I fired lots of questions at him about speeds, monitoring, throttling, he said that none of these 'issues' that I have with BT exist! After reading these forums cleary they all happen.
    I checked the costs on the web site in case I did decide to take the plunge with infinty, and the sales guy called me again yesterday, I told him I am already with BT with my home phone and I have free evening and weekend calls, so I am guessing that an unlimited infinity package would cost me just over £26? He told me NO... its about £40, I told him I would think about it.
    I can't find any reference to an infinity package thats £40 on its own?
    It quotes £28 in one part, then £26 + in another
    I have had 11 missed calls from the sales guy today on my mobile and when I got home 6 missed calls on the home phone...persistant or what?
    Sorry for the rant, ... I am with BeBroadband with a good d/l speed of 16-17mpbs and 1.1 up the speed is constant any time of day, no limits, no problems, its infinitys speed that I was interested in...
    Any thoughts or comments?
    Solved!
    Go to Solution.

    tone1 wrote:
    I responded to an advert on a web site asking BT to let me know when Infinity would be in my area a long time ago, 2 days ago I had a polite man from BT sales telling me that there was good news now that infinity was now in my area, and can I sign you up as you expressed an interest in it? I said that I needed to know a few things before I even consider BT... I fired lots of questions at him about speeds, monitoring, throttling, he said that none of these 'issues' that I have with BT exist! After reading these forums cleary they all happen.
    I checked the costs on the web site in case I did decide to take the plunge with infinty, and the sales guy called me again yesterday, I told him I am already with BT with my home phone and I have free evening and weekend calls, so I am guessing that an unlimited infinity package would cost me just over £26? He told me NO... its about £40, I told him I would think about it.
    I can't find any reference to an infinity package thats £40 on its own?
    It quotes £28 in one part, then £26 + in another
    I have had 11 missed calls from the sales guy today on my mobile and when I got home 6 missed calls on the home phone...persistant or what?
    Sorry for the rant, ... I am with BeBroadband with a good d/l speed of 16-17mpbs and 1.1 up the speed is constant any time of day, no limits, no problems, its infinitys speed that I was interested in...
    Any thoughts or comments?
    Regards speed, if you're happy with your present connection then I wouldn't bother switching just for a bit more speed in all honesty.
    Kind regards... Tom
    BT Infinity2:

  • BT Infinity - Data extension costs?

    So I've just ordered BT Infinity, and it's likely I'll need a few metres data extension to place the router someplace suitable. Now I assumed this was a free option, but after reading the last two lines of this page, I'm not sure. Does data extension cost more to install, and if so, how much?
    Thanks everyone

    they run it along skirting boards and drill a hole through your door frame,just ask the engineer when he arrives,he will explain everything in detail they will put a new front cover on your exsisting main box...this will have two sockets.
    one for your normal phone line and the other for infinity.
    Q. There is smoke coming out of my open reach box... so can I have a new one.
    A. Sorry sir, The fault is showing at the exchange so your box should be ok.
    BRING BACK UK CALL CENTRES!!!!!

  • BT Infinity installation cost

    I live in a three storey flat (2nd Floor) where the main BT installation is on the ground floor I am advised that I can receive Infinity  What, if any, is the likely cost of getting infinity into my flat, and how do I get BT to agree this before placing an order John P
    Solved!
    Go to Solution.

    The installation will be straight forward as the existing master socket will be used (assuming you have a landline connected) - the thing to watch out for is that you need 2 power sockets one each for Modem and Router which may be a pain if the master is in a bedroom (like mine) -it can be moved by the engineer doing the installation at no cost.
    Any costs will be as per the pricing on the website.

  • Eastbourne has infinity!!(will it cost me more a m...

    Woooohooo .checked last nigt expecting the normal bt replay but no this time it came up that I can order infinity! Canot wait now but one question : I am currently on bt unlimited broadband so will moving over to infiaty2 cost me any extra per month ? I think it's about the same but not totally sure? Any help gratefully received .

    £18 for 40MB connection is pretty awesome to be honest ^^ Just waiting for mine to become available then i'll be switching. Anyone want to cross there fingers for it to become available sooner for me?
    If this answer has helped please mark it up

  • Bt Infinity running costs of modem, hub, powerline

    I am new to Bt internet and Infinity and have kept all my boxes switched on as requested and wonder what the recommended action to take going forward with regard to the running costs and eco advice if I leave them all on?
    I have a hub3 and modem and two powerline PL3001a to connect my BT Humax box.

    ianm42 wrote:
    My neighbour turns his modem, router & PC on only when he uses them and seems to get 70Mb download, 18Mb upload each time he connects. Been doing this for about 2 years now with no issues.
    So not necessary to leave connected 24/7.
    It depends on the individual line, some lines can cope with the modem and hub been turned off, while others drop there speed.

  • Ask the Expert Live Discussion – BT Infinity

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

    Hi everyone
    Just a reminder that we have our Infinity Expert chat this evening at 7pm.  If for any reason you can't make the chat, you can PM me your questions in advance and we'll try to include them.  There will also be a replay available of the chat here on the same post after the event.
    Thx
    Kerry
    Retired BTCare Community Manager - StephanieG and SeanD are your new Community Managers
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  • Phone not working after infinity installation

    I have just moved my phone and broadband from Sky to Bt and the engineer called this morning to complete the installation. I have 2 phone sockets. When I had broadband originally installed it was before the days of filters so it required a BT engineer visit. As my computer was upstairs the engineer 'back wired' the sockets (apologies if I have the terminology wrong) so the adsl faceplate was fitted to the upstairs wired extension. Today, the Openreach engineer was initially puzzled but said he would be able to install the Infinity faceplate on the upstairs extension as originally fitted. He checked the line was ok, checked the broadband connection and put the faceplate back on the 2 sockets. After he left I tried to make a call via the downstairs socket without success and I assumed that the phone line had not yet been changed back to BT. This afternoon I received an email from BT advising that my phone was now active but the downstairs socket will not work. I am able to make and receive calls on the upstairs extension. I have just spent 40 minutes on the phone to BT, explaining the problem to 4 different people. Each BT employee advised that it would cost £130 for an engineer to revisit my house to correct the fault that they had somehow caused! To say I'm frustrated is an understatement. Has anyone any suggestions how I can resolve the problem. All 4 BT employees did not really understand the problem. I would appreciate any help.
    Solved!
    Go to Solution.

    You cannot use a phone connection for broadband when on Infinity. The only connection that can be used is that which comes from the home hub 3, which is near the Openreach modem.
    You have to use wireless, run an Ethernet cable, or use Powerline adapters.
    You phone should work if it is plugged into the botton socket of the new Infinity master socket.
    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

  • BT Vision box and infinity

    Hi
    We are considering changing to BT Infinity from normal BT broadband.
    We currently have a black BT Vision Box (not yet updated) connected to an upstairs hub using the plug in black powerline adapters.
    We paid about £60 to buy the box outright a couple of years ago so don't pay any monthly fee for Vision. We do occasionally 'buy' a film and the cost of this is added to our monthly BT bill. As this dosn't happen very often there is no ongoing cost to us of using the Vision Box for BBC iplayer or for recording, rewinding live TV etc
    Would this change if we upgraded to infinity as I can only see the option of about £5 a month to use a vision box
    Thank you

    Not in the least. There is no problem at all in upgrading to Infinity it will not affect your PAYG option.
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  • New to Infinity and upset.

    I was pleased to receive a phone call saying I could at last get Infinity over 12 months after the first estimated date. I duely agreed to get Infinity installed. I received a BT home hub 3 and thought I was, as a valued customer, getting the best deal available for the cost. Whilst browsing for info on the home hub 3 the day it arrived I found out that had I applied on line , even on the same day as I did on the phone, I could have got the same deal at the same price and comes complete with the home hub 4!!! Why do BT treat loyal customers as second class citizens sending out dated technology to people who have paid over the years to keep BT in employment. When I rang sales they advised that the company working on their behalf have the right to send out whatever equipment they feel and to rub salt into my already open wounds was advised I could pay to have my hub upgraded. On top of this I would have to pay for the postage as well. I was asked by work colleagues for my impression of Infinity as several had received phone call from the team in Scotland offering them the same deal as I had but hesitated as the technology is new to our area. I have advised they order off the Internet and get the newest equipment as the pricing is exactly the same as over the phone. I cannot fault Infinity yet but lets see what happens when it becomes more popular on our estate, hopefully we will not lose too much speed. Grumble over..... I look forward to hearing from you as I am STILL waiting for an answer from Warren Buckley's team about this subject

    gg is right. Updated is not necessarily good (BTTV?) and outdated is not necessarily bad (E-Type Jag). There's a body of informed opinion that the progression from HH1 to HH4 has been backwards as far as performance is concerned, though they have got prettier. The problem here is marketing, and these days that involves an unwelcome degree of subterfuge and deception; you have to keep on your toes to make sure all bases have been covered before you commit.
    You can click the white star next to this message if you think it was helpful.

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