Handling infinity

How to handle x/0 calculation in webi. In the percentage calculation i am comparing budget value with actual value. Value for some budget row are 0, so actual devided by 0 will result in "#DIV/0". Instead of this i want to show blank value in the cell.
Please let me know any solution for this.
Thanks
Raghu

Hi Raghu,
It may be because you are mixing string and numeric output. Try changing "x" to 0 or alternatively wrap your formula in FormatNumber.
There is an alternative format for if
if([GHAR_Budget]=0;0;[Year to Date (Actual)]/[GHAR_Budget])
Regards
Alan
It would bemake your post clearer if you display code segments as code. This can be done by selecting the segment and clicking the
"<>"
button

Similar Messages

Handling Infinity in Link Editor

Hi,
I have requirement where I need to handle value 'Infinity' (∞) in Link Editor and set certain conditions based on that. But the conditional statements (if, stringif) do not seem to catch it (MII version 12.2)
∞ as number(integer, double) is not recognized by Link Editor, but "∞" as a string is accepted. Hence I tried converting it to a number using number("∞"). But that too doesn't work.
Any idea on how this can be acheived? Thanks
Note: I get ∞ as an output of SPC Component as its considered as the a valid value per the requirements

Yes it is.
For AND : <<Condition1>> && <<Condition2>>
For OR : <<Condition1>> || <<Condition2>>
You can use the double ampersand (&&) for AND and double pipe (||) for OR

How to handle infinity in PL/SQL ?

my function is returning a/b
a,b are number
retrun type is number...
how to deal with it ?

returning a Binary_float will do that, yes.
But the same is true for the original function. It only does an implicit datatype conversion to a binary_float.
strange result, btw
SQL> CREATE OR REPLACE FUNCTION TEST_FUNC
2 (
3          a       IN NUMBER
4 ,       b       IN NUMBER
5 )
6 RETURN BINARY_FLOAT
7 AS
8 BEGIN
9     RETURN a/b;
10 EXCEPTION
11          WHEN ZERO_DIVIDE THEN
12                  RETURN 'infinity';
13 END;
14 /
Function created.
SQL>
SQL>
SQL> select to_char(test_func (1, 1.1), 'tm')
2    from dual
3 /
TO_CHAR(TEST_FUNC(1,1.1),'TM')
.909090936
SQL>
SQL> CREATE OR REPLACE FUNCTION TEST_FUNC
2 (
3          a       IN NUMBER
4 ,       b       IN NUMBER
5 )
6 RETURN BINARY_FLOAT
7 AS
8 BEGIN
9     RETURN to_binary_float (a)/to_binary_float (b);
10 END;
11 /
Function created.
SQL>
SQL>
SQL> select to_char(test_func (1, 1.1), 'tm')
2    from dual
3 /
TO_CHAR(TEST_FUNC(1,1.1),'TM')
.909090877both have less precision compared to using numbers...

Fibre installation costs

Hi,
I'm hoping there are some experts on here that can answer the following questions please.
1. I was told that there was no further work required to handle Infinity at an exchange that is already 21CN enabled, can you confirm this please ?
2. What is the cost of upgrading a 20CN exchange to handle Infinity ?
3. What is the cost of installing a fibre cabinet ?
4. What is the cost of laying fibre undergound ?
5. What is the cost of installing fibre overhead ?
Thanks in anticipation.
Best regards,
dfenceman

No one knows the price of installing Fibre, you cannot pay them to install(demand) yet. On demand will become available next year, if you're FTTC enabled I believe?
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

BT infinity very poor service - what steps to canc...

Any one advise How I can cancel, without penalty, due to poor service?
I had BT Infinity installed end of January 2014 it was fine stable and running at around 65-68mbps until half way through May.
Then speed dropped to 19mbps but worse the connection would repeatedly drop staying up for no more than 5 minutes at a time and taking 10 or more attempts to reconnect. Checking the logs on Hub 5 often it would reconnect over 100 times a day.
I've had and engineer visit once a week now, because thats all India helpdesk can arrange, for over 2 months and each one treats the visit as if it's the first time. All they can do is check my equipment is OK which they all say is fine. If had the line moved to a different card in the street box. I've had 2 replacement Hub 5's.
Eventually in talking to one of the engineers, some are more clued up than others, I heard about RAIN engineers so I practically had to force India support to instigate this. They say they have put this in process but can't seem to report back to me anything from this. I finally got speed up to 30mbps but the connection is still unstable and as of my last call I have yet another engineer to wait in for on Monday (this will be about the 10th time I've wasted half a day!). I know full well and on site engineer can do absolutely nothing but reset the line speed which with the insatbility will drop again. So I've had enough I've been paying for the top package "unlimited data" at a significant price for a service I haven't had for over 2 months and I just want to cancel becuase of this and get a refund for poor service over that time. Every time I try to raise this with India I just get fobbed off as they really have no idea what they are doing and probably don't have the authority to handle this but BT provides no other obvious way to talk to some who can take this request to cancel seriously! Does anyone know who and where I can call, email or write to to get this usless service cancelled?
Rob

Hi Robdeca,
I'll be able to help you with your connection. Please send me in your details using the "Contact the Mods" link found in my profile.
Thanks
PaddyB
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 :-)

Infinity Order - BT Fail - terrible way to do busi...

Bit of backstory first, feel free to scroll down the the ### to read my problem
I have been eagerly waiting for Infinty to increase the speeds i currently get through my BT line (all be it through BE broadband).
The date for the service in BRIDGEND was pushed back several times, which is kind of understandable when upgrading so many exchanges and cabinets. When I decided to check last week if the date had been updated for my area, I was delighted to find out that I could order Infinity the next day !
I placed my order online when the clock struck midnight the Infinty option became available for my telehpne number and i placed the order. I followed it up the next day with a MAC code from my current provider, which I phoned through to BT.
On my account page, the order was all set up - I had an engineer visit booked for Thursday 17th March and my equipment was on its way. As the Appointment had been made I booked the day off work and waited in excitement for my new world of internet use !
### Fast forward to today (Tuesday 15th March) ###
My Homehub and Infinity kit (2 cables) arrived this morning - Great. Checked my order online to double check all is well, only to find that it now stated the folowing on the engineer appointment seciton of my online order page:
Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange.
This was news to me as I thought you needed an engineer to visit to install the Infinity equipment and socket in the house?
I phoned customer services and after a while on hold I was told that there was a problem with the appointment system so BT had cancelled my order completely (without notifying me).
I was told by a nice Scottish lady (im sure they use Scottish people because of their nice soothing accents!) that they was a "fault" on the order and I would have to wait 48 hours and they will call me back and start the order all over again.
This will of course place me at the back of the queue (i was probabaly the first customer to order in my area as i logged on at midnight on the availability date in the area).
I was told the engineer would not be visiting me on Thursday at all and I should now wait 48hours to "see where we are then".
OK so faults happen, I accept that. And they need to be fixed. But heres my problem with the way BT are handling this:
The fault is with the APPOINTMENT SYSTEM (according to nice Scottish lady) - not on my line, not at the exchange, not with the little green cabinet on my road, but with BT's appointment system.
So, instead of keeping my alotted timeslot (for which i have booked time off work), BT have cancelled not only the appointment - but my Entire Order ! And instead of, calling me when they saw a problem, they put a note on my order syaing "Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange."
Terrible! So they wont bother to pick up the phone and pass it through to their engineer to keep to my timeslot, they have instead cancelled my order (which, by the way, i would not have been aware of if I did not check my order screen online today - no phone call from BT), and I now have to wait 48hours before i can start the whole process again and cross my fingers that the appointment doesnt get spit out again 2 days before my next appointment (which could be in a few weeks time by now).
So in brief, If you order BT infinity, and are given an appointment, and then their appointment system goes a bit wobbly be warned:
BT Have no contigency for when this happens, their system cancels your order outright (although still sends you a home hub), and you are told to wait 2 days before ordering again and hope the same thing doesnt happen.
Rather than calling their engineer to explain the problem and to ask to continue with the visit anyway (as there's no fault on the line) they cancel your order, dont bother to tell you they have done so, and inform you via your order page that your infinty will be connected at their end (which it wont - it cant be).
So for those returning to BT, in the hope that such a large company would have better procedures and engineer visit appointments system would be reliable, think again.
The grass isnt always greener.
(PS If you want to complain about their poor appointment system, when they cancel appointments without telling you - you are told you cant complain until you place the order again - laughable)

Hi spellstar
Yep happy to help you out.
Could you drop me in an email please with your BT account and telephone number along with a link back to this thread.
Just send using the contact us form in my profile under the 'about me' section and mark FAO Craig please.
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 :-)”
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Customer service issue regarding a BT infinity ord...

Approximately a week ago I noticed that BT infinity was finally available in my area so I placed an order to upgrade to infinity. When the BT home hub 4 was delivered it did not have our house number listed on the parcel and it had been delivered to one of our neighbours. We ended up receiving the parcel but we were worried about whether the engineer would turn up to the correct address. The engineer was scheduled to visit on Monday the 17th of June. We contacted BT customer support (at 0800 800 150) to check that they had the correct listed address and the person we spoke to said that they had to completely cancel the order as they were unable to amend the address on the system and they would contact us within the next 24 hours to rearrange the order.
So, we waited 24 hours and we did not receive a phone call. After this time we contacted BT customer support once again. We first spoke to a man, he said he had to put us on hold while he checked some details. After some time, another person came onto the line, a different person to the person we had originally spoke to. We had to explain the situation again. Again, we were put on hold while the person spoke to his manager. Then we had to speak to the "manager" and explain the situation for the THIRD time. Again, we were put on hold. Finally we spoke to a FOURTH person, again, explaining the situation for the FOURTH time. They told us that there was some sort of error with our listed address and the problem would need to be fixed before we'd be able to rearrange our BT infinity upgrade. They told us that we would receive a phone call by 8pm on Monday the 17th.
It is now Tuesday the 18th and we have still not been contacted. Quite frankly I am disgusted with the inaptitude of BT's customer service representatives and at this point we're really considering taking our business elsewhere. I can not understand how it takes you a week to amend a delivery address despite the fact that we have been with BT for years and you still manage to send our bills to the correct address. Nor do I understand why an order has to be completely cancelled in order to rectify such a simple issue. If you can not handle such a simple issue how can we possibly hope to receive quality service?
How do we go about contacting someone who can actually help us with our issue? I'm also going to be posting this on BT's facebook in the hopes that we can be contacted by someone with some iota of competence.

Still have not been contacted by anyone from BT despite the fact we've been told about four times over the past week that someone would be in touch. In total we've spoken to 6 different customer service representatives who have been completely unhelpful. The last person we spoke to, after having to call BT once again, told us that it would take another 5 working days to resolve the "issue". Firstly, why does it take you almost two weeks to add the number 9 to a street name and secondly, why do your staff tell customers they will be contacted within a certain time period repeatedly if you have no intentions in doing what you have stated?
Rather conveniently the offer for upgrading to BT infinity online actually ends in 5 days meaning that assuming our "issue" is resolved in the time period that was last stated, despite the fact the previous two times we were told it would be fixed and we would be contacted that never happened, the offer will have ended. We will have to place a new order, thanks to your extremely helpful customer support staff who decided to completely cancel our order without even asking us if we wanted to cancel it when we only contacted you to check that you had the correct address, and the offer will no longer apply.
Quite literally the worst customer service I've ever experienced and we'll be taking our business elsewhere if it isn't resolved soon.

I was quoted 24.1 mb for my Infinity i am now at 9...

I had Infinity installed on 18th April with a quoted speed of 24.1mbps. Ever since the installation when the engineer told me i was receiving 21mbps the speed has dropped off lower and lower. Currently it is at 9.37mbps which is unacceptable but i'm struggling like mad to get anyone at BT to properly address the issue.
I have made numerous calls to report my speed and informed them that i have used the BT diagnostic tester and can see my speed is capped with an IP profile 9.68 which is obviously why it cannot run any faster at the moment. All i get though is constantly being asked to reset the modem and router even though i tell them i can visually see what profile i have set on the line and know full well just resetting them will not enable me to go any faster...
I had an engineer come to my home on Tuesday, he checked the line and said its capable of 26mb and could'nt find any fault and yes i was capped after checking at my home and the cabinet and he would ring the helpdesk and find out why the cap was in place and organise a reset. I called again on Wednesday evening as i still had a profile of 9.68 and asked for an update on the IP profile reset.
Again i was asked to reset the modem and router *sigh*. Eventually i was told she would organise a profile reset which should be done within 4 hours and then for me to allow 4 days to restablise after which she would call me back to make sure it was all ok.
This was all well and good, but now after 30 hours still no reset so no improvement. I really don't know what i need to do to actually get anything done.. everytime you call you are back to stage 1 and have to go everything again, everytime they say this will be the last time and we will get it fixed and everytime nothing has been achieved.
What can i do to receive the speeds i was quoted, surely the profile needs to be raised and set at around 24mbps and if the speed is significantly lower all the components need to be checked/fixed/replaced to get the advised service i ordered wether this is the line, OR modem or HH3.
I'm starting to think i will need to contact a 3rd party to try and help me with this issue, is there anything anyone can advise or a number/email i can use to get in touch with a senior manager or this Warren Buckley the MD of customer service. I want someone to actually manage my issue and see it through rather than ringing the standard number and getting a new indian person i often have trouble understanding and starting from what seems like scratch all the time.
(Just for reference i'm connecting to the internet using a Desktop PC, OR modem and HH3 wired connection using the GigE port)
Thanks for reading, sorry it's so long, but i'm so frustrated

Hi Smacro, sorry to hear about the issues your having there. It possibly may sound like your on a banded profile, these generally do lift in time.
Other than that i would recommend you contact the mods: https://bt.custhelp.com/app/contact_email/c/4951
It can take up to 3 days to get a response from the either by email or phone. They are a special UK care team and are very good at getting issues resolved, they will handle your issue until it is resolved.
If you want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution

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.

My Infinity experience so far......

Hi all
Well I thought I would post a message with my experience so far after returning to BT for internet service.
I should first mention I have an extremely low opinion of BT because ever since I first started dealing with them back in 2001 I have had nothing but headaches, blunders, missed call outs and generally poor service. I could go into all of those fiascos, but they have been water under the bridge for a few years now.
Anyway, I decided I wanted an FTTC connection and although my provider at the time could supply it, they wanted to charge nearly £100 and would not supply a cable modem/router so I would have to buy my own.
After some consideration I decided to give BT another try after walking away from them back in 2008.
OK, now no offence to anyone in those call centres in India, but I live in the UK, so I want to talk to a British person, or at least someone who is perfectly fluent in English (not reading from a script). I knew this was a slim hope so I decided to go the fool proof way and place my order online.
Order duly placed and on my order tracking page I had a button to click and enter my MAC code when I received it. I didnt get that for another couple of days but when I went back to my order page to enter it - the button to enter the MAC code had gone! My order was apparently all on track. So I called BT and luckily got through to a UK call centre where the customer service representative checked into the problem. The result?
Well, for some reason they had two orders on the system that were conflicting, and causing an erroneous order status to be displayed on my tracking page. He went off for a few minutes, came back and said it had now all been sorted - both orders had been deleted and he had manually entered the order on the system with the MAC code I had just provided.
Great! All on track now..........
The engineer was booked for Saturday 12th January, 2013. The home hub 3 was due to be dispatched by Tuesday 8th. Anyway, by wednesday 9th, there was no oder tracking code on my order page, so once again I called BT. This time I got through to India where unfortunately the BT representative was unable to answer my question and the conversation went something like:
Me: Hi I have an order placed for Infinity and the BT home Hub was supposed to be dispatched by now but I do not have any tracking number on my order page. Can you please check to see if it has been dispatched, and if not, when it will be sent?
BT: One moment sir, I will just check the order details now. Yes sir I can see on the system that your order is due to complete on 12th January
Me: Yes I know that, but the problem is the BT home hub has not yet been dispatched and the engineer needs it to install Infinity. Can you please tell me when it will be dispatched?
BT: Yes sir, I can see from the order that your home hub is due to be delivered by Thursday 10th January.
Me: Yes I know it is supposed to be delivered by then, but it is now Wednesday and my order status page on the BT website says it has still not been dispatched - meaning it will not be here tomorrow. Can you please check why it has not been dispatched?
BT: One moment please sir I will just put you on hold and check the system (on hold for about 30 seconds).....Hello sir, sorry for putting you on hold, I have checked the system and I can confirm that your Home hub is due to be delivered on the 10th January, and the engineer is booked for Saturday 12th January. Your unlimited evening and weekend phone plan will be activated by midnight on 14th January. Is there anything else I can help you with sir?
Me: (silently banging my head up a brick wall) - No, no thank you, that will be all. 'Click'.
So I leave it an hour and call back - purposely to a different BT department where I got someone from the UK (presumably) and I explained that I have a problem and I would like to talk to someone in the UK please - NOT in India. So I was placed on hold for a minute and transfered to a representative who could help. Fortunately it was someone who was perfectly fluent in English (although did have an odd accent - so it may not have been their primary language). This person checked the order and came back to say:
BT: Hi sir, sorry for placing you on hold for so long, I have checked the system and it appears you have three orders in place and they are conflicting with each other. The reason the home hub has not been dispatched yet is because the order is saying you have not yet provided a MAC code.
Me: Uhhhhhm, I provided the MAC code over the telephone over a week ago......
BT: Oh.....Sorry sir I just need to pop you on hold while I look into this.
(A few mins later)
BT: Hi again sir, sorry for placing you on hold for so long - I have had a colleague check the system and it appears that one order is cancelled, the other is live with a MAC code, but is not present on your order status, and the final order is live on your order page but showing as no MAC code present - hence why the Hub has not been dispatched yet.
To cut a long telephone conversation between myself and several people BT short - their system dropped the ball big time, and a kind gentleman in India (who could speak fluent English) put everything right. Kind of.
I was verbally promised by him that he would expidite my order through the system, and that the engineer would still call on 12th Jan, even though that slot was now no longer available. But he said he would call me back in the morning to finalise all the details. By 3pm the following day I had not recieved that call.
So I called BT back.
Again I explained to the first person to pick the phone up that I wanted to deal with someone fluent in English. Thankfully the person who answered after a brief period on hold appeared to be British. I went through the problems again and it turned out BT could not honour my original appointment of the 12th, and the kind gentleman in India had placed a note on the system to say as much - to which my first question was "OK, thats fine but why has nobody been in touch as promised?". I got a general response of "I can't answer that sir". So I spent half an hour on the phone with a very nice person from BT who finalised all of the details and managed to expedite my new appointment to 16th January, which I was really pleased with after reading horror stories of people having to wait 2-3 weeks or even a month!
Also, a credit to BT was that they arranged to waiver my first months charges for my troubles. Added to that, on my original order I had ordered a telephone as well, which was offered at £10 less than the BT shop were selling it. I explained this, and they credited my account £10 because it was not showing on their system as available, but the BT shop was showing stock - but at £10 more.
So on Monday 14th Jan, my new Home Hub was delivered as promised in email and SMS messages. Great - almost there!!
So - the day of reckoning - Wednesday 16th January 2013...........
I was up early and ready to answer the door by 07:30 - just in case the engineer was early (my slot was 8am-1pm). I had alo booked the afternoon off work as the email said I needed to make sure I was available for 3-4 hours after my appointment slot ended.
tic, toc, tic, toc the morning wore on. I sat on the 2 seater looking hopefully out of the window. No van. No BT man.
tic toc tic toc. I spent some time on the forums reading horror stories so decided to be pro active and contact a mod - just in case.
Anyway, I got that sinking feeling I have had so many times before when it comes to BT engineers not showing up, and I started to feel disappointed and a little annoyed. I went into the kitchen an started making lunch when there was a knock at the door!
Could it be? Why yes it was! It was a sub-contractor operating on behalf of BT Openreach, but I didn't care, he was here to fit my Infinity! I was grinning from ear to ear. The engineer was competent and swift, and all in all it took around an hour and a half from him knocking the door to me waving bye bye - and that included a 20 min trip to connect the line. Not only that, but as soon as the Hub was connected I was live getting 51mb down and 10mb up - which was exactly as estimated on the speed checker.
So nearly 48hrs later and I am still connected. No drop outs and no drop in speed so far. Fingers crossed it will remain so!
So overall, my experience has been mixed. Shocking service with regard to blunders and problems (yet again) but at the same time I have mostly spoken to people who have helped and got my order back on track. I think it has to be said though, that these problems should not exist and it was only due to my knowledge in dealing BT over the years that I was chasing everything up regulalry which is why the problems came to the attention of BT in the first place. If I had not chased at every turn I would be sitting here with no new connection, and in limbo.
That said, I have to say the telephone service has vastly improved since last time I dealt with BT. I dont think I was on hold waiting to speak to an advisor for any longer than 5-10 mins - and in most cases it was less than 5. But again, due to my past experiences I know how to manipulate the system to speak to the right people and not be transferred to an automated service or to India.
Interestingly, when chatting to the engineer I asked how many he has to do per day. Eight, apparantly. He openly admitted he only normally manages six. Sometimes seven on a good day. I could perhaps say it was because he was slow - but he was very efficient in my house, and I can only assume he continues that efficiency in every property. My conclusion must be that he is simply having unrealistic expectations placed upon him, and two households on the 16th were likely to be disappointed.
My advice - always ask for an AM appointment as there is more chance you will see your engineer.
I would like to know how the appointments are allocated though, and whether it is BT or Openreach that are at fault. Are BT thrusting too many appointments onto Openreach, or are Openreach taking more than they can handle?
So far I am happy with my Infinity, and it does what I wanted it to do. But the crux of the entire process is, why am I so happy? Because I was expecting BT to fail again - which to a large extent they did. I am happy because they did what they were supposed to do. But surely that is a basic element of any customer service? Why should I be overjoyed that they did what they are supposed to? It is kind of like praising a brand new car for starting first time. It is not anything special, it should be expected.
Unfortunately, BT and Openreach have the monopoly, and whilst that is the case we are all at their mercy. Even if you use another provider for FTTC they will send an Openreach engineer. I personally do not think such a monopoly should be allowed, and I think part of the woeful lack of respect for customers is the fact that customers have a woeful lack of options.
My example is just how badly wrong BT can get one simple order. Yes it turned out OK in the end, but only because I was on the ball. I should not have to chase BT to get it right. Why, since I started using them in 2001 have their overall levels of service still not improved? Why am I still having to chase them? Why are they generating three orders and why are there no systems in place to prevent that from happening? Why when they rectify the order they have fouled up, do I suffer from a 3 day delay in installation? OK, its only 3 days - but the fact is it would have been far longer if I had not been on the ball and been expecting BT to fail.
Again it boils down to monopoly - and one which should have been stamped out years ago. Since 2006 BT tried to appease Ofcom by giving the illusion of a fair crack of the whip to other suppliers. But Openreach report directly to the BT CEO. They are an arm of BT and therefore the monopoly remains. Whoever your provider is with, they will be using BT equipment in BT exchanges (unless you are on Cable)
So I suppose the bottom line is that when you don't have any real competition, you can be rubbish and nobody can do a thing about it.
So yes, I got what I wanted in the end, and I am happy with the result - but it is one I have earned myself, and I cannot give BT as a company any praise.
I can, however, praise their staff for bearing the brunt of their companies failings. Keep up the good work guys, and maybe one day you will work for a company that deserves you.
If you are still reading, thanks for bothering!
Kind Regards

praetorian wrote:
foxtrottango52 wrote:
HI. IS THE BT INFINITY GOOD. IS IT OP1 ARE OP2
Hi
Yes, the Infinity seems to be very good
I am on Option 2 receiving 50-51MB down and 9-10MB up -which is exactly what BT estimated I would recieve on their website. I can download things off Steam at 6.1 mb/s - which I thought would be higher, but it is still 7 times faster than I was getting before
I also have not had any disconnects or drop in performance.....yet. Of course it is early days but so far the connection is great. I cannot fault it really, but getting to this point was definitely a headache!
Kind Regards
That's very good speed, but I think you have your MB and mb's the wrong way round, as I am guessing your internet speed is 50-51mb and your download speed is 6.1MB

BT Infinity Connection Dropping but BT refuse to a...

Hi,
So in September we got BT Infinity. It was a hassle and handled terribly by BT customer service but we eventually got it. It's been working fine for around five months but within the last few weeks we have been having connection issues.
Over Easter I have spent over 10 hours on the phone to BT via my landline and mobile trying to get a solution, but all I have got is a repeated denial of my problems.
On the 27th March I called BT to report that our connection had been repeatedly dropping over the past few weeks and a fault was opened. I was told I would be updated but no-one called back despite promises they would do.
I called BT on the 28th March to follow up my issues but was met with an advisor who lacked knowledge in the issue and simply told me to continue monitoring my connection.
I called BT on the 3rd April as there had been no improvement in my connection, which is dropping multiple times per day, and on this day 7 times. After going through the same repetitive questioning session about how I connect to the internet, a deep line test was run, and it was decisively concluded that there was a fault with the line within BT's retail servers. I was told this would be followed up and promised a call back on the 4th April.
After I had not received a call back on the 4th April within the time allocated to me, I called BT where I was met with an awfully rude woman who had no interest in helping me and went on to suggest what I was saying was an outright lie and she categorically stated there had been no call back booked despite me having the text in front of me which confirmed it.
After being told to 'continue monitoring my line', a slightly repetitive phrase favoured by BT Customer Service, I called back as instructed on the 8th April. Again, I went through a repetitive process before finally making some sort of progress and being sent a new home hub.
My new home hub arrived on the 11th April and made no difference to my problem. I therefore called BT and spoke to an advisor who told me he could only assume the Home Hub was sent in error, as he was absolutely adamant it would make absolutely no difference to my situation. I was told to 'continue monitoring my connection' over the next few days but before he ended the call I asked him a number of questions, none of which were adequately answered.
Why is our connection dropping? Rather than giving me an explanation as to why it is dropping, he told me that we are lucky it only drops a few times a day! He said 'everyone in the world suffers from a connection which drops multiple times per day' and that 'there is absolutely nothing we can do because there is no problem'. He told me about rate-adaptive lines, which according to him 'are used by every household in the world' and that these lines 'inevitably drop out up to five times a day, which is normal and acceptable'.
So how many times can it drop before it's considered a fault? The basic answer I received is that there is no limit! It doesn't matter how many times it drops, it absolutely normal! Only if it drops '20-30+ times per day' is it considered a problem worth solving to BT.
Why do you never call back (in particular, why did no-one call back on the 4th April, and why did an advisor accuse me of lying about the call back)? They said that when the issue is escalated from Level 1 to Level 2, it is impossible to see any contact between the customer and Level 1, so when the call back wasn't arranged as it should've been, there was no way BT could've known. He apologised for this and the way I was treated by his colleague.
Why was a fault reported on the 3rd April? Why have I not been updated since? Simple answer from BT. There probably was no fault, that was probably also incorrectly opened. Note the key word probably. The advisor I talked to said he had no idea what happened in any of my previous calls and that there was no way he could find out why the fault was opened, or listen to the call (despite all calls being recorded). He said it was impossible for Level 2 to hear the content of any calls made with Level 1 and that it was 'impossible for an advisor to take notes for a call lasting more than half an hour'.
I recieved a call back today on my mobile where I was told just to continue monitoring the fault. However I was also told, again, quite categorically, that there is nothing wrong and that he would happily send an engineer in three days but that 'he would be able to do absolutely nothing. It would be a waste of time'. The advisor also refused to give any details on how much this would cost and was desperate to end the call saying 'goodbye' despite me being mid sentence multiple times.
I have now been told to 'continue monitoring my connection' and await another call back on Friday, by which point I will have wasted many more hours on the phone to BT.
Your customer service is disgusting. Your lack of compassion and understanding is disgusting. The way you totally mislead customers is disgusting.
And now for my top BT Operator quotes (or near quotes, as obviously no-one has any idea what was said in these calls, not even BT!):
"If your temperature raised to 100 degrees celcius but then went back to normal, there would be no problem, it's the same with broadband"
"Everyone in the world has a rate-adaptive line and everyone in the world should expect their line to drop"
"If your line only drops 5 or 6 times a day there is no problem, you obviously should've known this before you signed up for Infinity"
"There definitely is a fault.... there definitely isn't a fault" - the trademark conclusiveness of BT
"We can limit the speed on the phone line, but it would have to be to 1mb" - this is despite absolutely contradictory help published by BT
But despite these humorous moments, I have wasted a huge amount of time on the phone to BT.
I have one simple demand. Stop the broadband from dropping multiple times per day. If you cannot do this, let us leave, as you are not meeting your contractual obligations and therefore we shouldn't have to either.
And please... don't apologise for your colleague not calling back in the first minute of the phone call and then not call back.

Hi Bryan,
Like yourself and many, many other people who come to these forums - I have been experiencing the same problems. Constant disconnections, and recently, speed dropping to 4Mb in the Evenings (I'm supposed to be getting 74Mb).
It's ridiculous with how many people are experiencing these problems and BT are blatently ignoring it. To add insult to injury, this was posted in February. A statement from BT basically saying "Well you're all gonna be having problems, but it's on you."
Don't fret though, the moderators, and other people from the community can be fantastic help.
Purchasing an Openreach modem, suggested by ray_dorset, I'll still be awaiting for the Huawei 612, V3b modem to arrive and hoping this will fix the drops in speed. I currently have an ECI modem fitted in, which has stopped the disconnects, but have not stopped the speed drops.
For anyone reading this who is unfamiliar with modems as I was:
As far as I know, there's currently two types of Openreach Modems. Every exchange is built with a certain "chipset" which will work best with these modems (explaining in simplistic terms and I could be very wrong, so I am happy to be corrected.)
The Two Openreach Modems:
Huawei 614
ECI
From the advice I have been given by the moderators, if you're new to BT Infinity, then your exchange may have only recently been built, which is then most likely to have a chipset which will work better with Huawei modems. I'm about to find out this by next week.
If, in some horrible scenario it doesn't work and the speed is still constantly dropping, then you may need to fork out and purchase a new router (BUT KEEP THE MODEM). Many people have said their internet has been fixed by doing this.
One of the things I did find pretty hillarious however, is that I did call up BT the other night due to having terrible connections. He told me to take out my modem and just use the home hub 5. He then kept telling me to change a few settings on the HH5 and run a speedtest. Every, single, time we changed something - the speed would get lower and lower, followed by an "Uhhh, monitor your speed over the course of this week and then we'll call you back."
I'm sorry, but BT customer service have no idea how to fix this, so don't waste your time ringing them. I genuinely feel bad for them too, they have to put up with our **bleep** while the engineers at BT who work on the firmware for the HH5 can't be arsed to try and fix it any further.
Seriously, mate - just try the steps above, come to the forums if you need help because you're more than likely to get a better answer. I know it sucks not being able to call up BT because they're just going to give you a bunch of BS, but if everyone who had a complaint on this forum worked for BT tech support, maybe there'd be more satisfied customers.

BT Infinity Installation- a sorry tale of obfuscat...

Nov 25th Infinity 1 + phone ordered
Dec 9th Installation date 0800=1300 Monday
Dec 9th 10:00 call from engineer at the cabinet ,be with you in 20 min
10:20 call - a problem , have not got the key to the cabinet !
Rest of the day - waiting to see if he can get a key - never hear from him again
Dec 10th Tues, Phone BT for new appointment -note they did not contact me following failed 1st attempt
New date Wed Dec 11th 13:00- 18:00
Dec 11th Wed, Wait in all afternoon - no show, no phone call
18:30 call BT - no apology, no offer of new appointment. Will call me 8-9 am tomorrow.
Dec 12th Thursday 8-9 no call
09.30 call BT. Order Tracking say they will talk to engineers for new dateand call back
10.30 BT call back and say they will call back by 20:00 tomorrow ,Friday to arrange a date NEXT WEEK
I ask to speak to manager to complain. She will call bnack by 8 pm
11:00 BT man calls to say he has appointment for tomorrow Friday .Choose pm.
19:00 BT *Employee name removed. (manager) calls back in response to my complaint. Says she will check on my new date
19:30 BT TL sidekick calls back to say there is no record of Fridays appointment and will call me Mon am
Dec 13th Needless to say no BT engineer
Phone BT about lack of Vocemail and Caller Ident. He says it will be avilable Dec 18th. Also says there is
(another ) Home Hub on its way?
Dec 16th Monday 11:00 BT *Employee name removed calls to say a manager will hone before 6pm
6.05 *Employee name removed BT calls to say it will take another 24 hours to fix their system for making appointments
which cannot be done any other way e.eg manually by phone
Dec 17th Tuesday 10:00 Sam BT says problem fixed and she will talk to engineers today.
Then followed a series of calls to and from BT interspersed with emails ,all offering appointments which were
then cancelled or changed.
Wed am
Wed pm
Thurs am
Jan 7th am
Thurs pm
Settled on this last ,the 8th attempt
Thurs 19th 10:30 checked by phone that it is still on
14:00 Engineer arrives (contractor)
14:25 Engineer departs with Infinity up and running and computer and iPads wifi working. 38 down and 8 up.
19:00 Sam BT calls to offer some compensation 3months broadband and after my suggestion Installation fee
which I calculate as 3 x £15 + 30 = £75
Friday 20th Another BT manager( not *Employee name removed who is supposed to be handling my original complaint) calls to
apologise and attempt to explain the whole **bleep** up. It seems that they ,BT Order Tracking have no actual
influence or control of how Engineers (mostly contractors) arrange installation appointments. The customer can
only talk to them, acting as the middleman. But they cannot insist on Engineering doing anything.
So 9 days later and on the 8th appointment the broadband is working. But have had no internet for 9 days since BT cut off the previous supplier on the evening of Dec9th despite the fact that Infinity had not been installed (by BT!)
A complete and utter farce which had me laughing in disbelief in the end.

jcmt wrote:
Perhaps it is time to remind you that Openreach is a BT Group business. So you and your fellow moderators continual bleating that "there is nothing to be done" about Openreach's incompetence and BT's inabaility to do anything about it does not wash.
The only BT Employees are the moderators, who have not posted on this thread. The rest of us are only BT customers, so perhaps you would be better directing your complaint to BT?
The forum title.
Join the conversation in our Customer Support Community
This is where customers help each other get the most out of BT products & services. If you need direct help from BT or have an urgent problem please Contact Us.
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.

Terrible download speed with Infinity 2 (less than...

I was a relatively early adopter of BT infinity. When I first signup I recieved a consistent 70mbps+ down 80mbps up.
Over the last few months this has dropped to around 40mbps down and 12mbps up.
I posted here regarding the issue, contacted BT, and even Emailed the tech support guys recommended here on this very forum.
Unfortunately nothing improved, however since 40mbps down was okay for almost everything I needed to do I decided to leave it.
Now however, the situation has become dire. For the last month my download speed has been consistently less than 4mbps with my upload speed being 2-3x as fast!
The BT speedtester refuses to complete due to the test taking too long. However I have managed to get a screenshot from speedtest.net.
To make matters worse, webpages down't always seem to complete, with many requests eventually timing out.
I am at a complete loss and would like some advice on where to go from here. I have for all intents and purposes lost faith in the standard BT customer service having spent hours on the phone with them before when my speed dropped to 40mbps a few months ago.
Any advice would be very much appreciated.

Hi
I also am having the exact same issue. I am on the phone now and they are telling me now that is all my line can handle.
This is disgusting, the service is disgusting, cannot get an engineer out. For over 10 months i could get 60mbps steady downloads now i can't
even stream a youtube video!!
even though i have another infinity 2 line in the downstairs living room getting 65mbps steady downloads from the same exchange.

BT Infinity gone down and BT can't promise a date ...

I am currently using my iPhone as a modem. This is because a few weeks ago I switched to BT Infinity - which was fine (not noticably faster I have to say - but fine) 7 days ago it just stopped working.
I was told it was a problem with the green box and it would be fixed the next day. It wasn't.
I was then told it was a copper wire problem and/or a green box problem (depending on who I was talking to) and the engineer would have to come out to fix it - which they couldn't do over the weekend so they would come out on Monday. They didn't.
I was then told it was a problem with the exchange and a new back plate had been ordered and it would be fixed by 5pm Tuesday. It wasn't. Yesterday (Wednesday) I was told it would be investigated and they would get back to my last night. They didn't.
This morning I recieved a call, it is now a problem with the front plate, this has to be ordered from the manufacturer and they might get it in next Monday - but can't promise.
I am livid, I have spent around an hour on the phone to BT almost every day since this happened. I have been told how sorry they are and how they understand my problem so many times I begin to feel quite sick with anger, how can they understand - they don't know me. I have now just had enough. I cannot believe how this has been handled. I am not allowed to speak to an engineer, there is no one in authorty to escalate this to, I am not allowed to speak to the manufacturers. Just a call center, where I speak to a different person every time and get a different answer every time - none of which seem to be right.
So here I am trying to care for my mum (who lives with me) and do some freelance work from home and I have NO broadband and NO IDEA when I will have broadband again. How can this be so when I pay BT so much money every single month.
My next call would be to Sky - but they use BT equipment so I don't really see how this would solve anything. So what do I do? I am truely at my wits end and would dearly love someone to tell me what I could do.

Just a quick thought.... to give you another Internet access route.
Are you in range of any local BT Openzone/Fon signals?
Onto your problem..... I feel very sorry for you and dread being in the same situation.
It may be worth asking if any forum Mods can help escalate this as you've been down for a week now.
The contact form can be obtained by clicking on their names....
A form.- http://bt.custhelp.com/app/contact_email/c/4951
Due their workload it may take 72hrs before you hear from them though.
I hope you are able get help soon.
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

Infinity slowing down gradually

So I've had BT Infinity 2 since the start of the year and I was originally estimated 66 Mbps (due to the condition of my line which has since been replaced as well as being put on a new pair at the cabinet) but on connection I actually got 72 Mbps.
Now, several months on I'm having issues with my speed. It's still high but I found that I was soon put on a 66 Mbps profile as per my original estimate. Now I seem to be on a 58 Mbps profile.
I have a perfectly clean line (I should hope so after all the issues I had when I first signed up!) and I'm using the master socket in my bedroom as verified by all 3 engineers that came out (the extension in the living room has never been wired up and is definitely NOT the master socket).
I'm using the Home Hub 5 but I also get the same speeds using the HG612.
Details from the HH5 are: (I've just reset the HH5 prior to these details to see if it would speed things uo but no luck)
3. Firmware version:
Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 02/05/14
4. Board version:
BT Hub 5A
5. VDSL uptime:
0 days, 00:09:32
6. Data rate:
20000 / 54000
7. Maximum data rate:
26445 / 77109
8. Noise margin:
14.9 / 7.9
9. Line attenuation:
0.0 / 14.4
10. Signal attenuation:
0.0 / 14.4
And from the BT further diagnostics page:
If anyone has any ideas on what the hell is going on I would appreciate it!
The upload speed is ok (I get around 17-18 Mbps on speed tests and in actual uploads), it's just the download being way off what the HH5 says my line is capable of.

I did think that DLM might be doing something here but I just find it strange that it has always said around the 77000 Kbps mark on the maximum my line can handle and when the engineer first came his machine said my line is capable of approx. 100 Mbps.
Wouldn't the "Maximum data rate" on the HH5 be acuurate based on the current noise margin?
My noise margin has been around 7.5-7.8 ever since I got the new line and had a new pair on the cabinet and I've been sat at 66 Mbps since the line went live in March. If there's a fault on my line I would be surprised as BT changed the equipment at the exchange and tried me on 3 pairs at the cabinet due to issues in the past.
The engineer was here all day doing tests all along my line and by the end of the day he had me on a faultless line.
I know about the crosstalk issues but I'm not so sure that would be the problem as there aren't many people on fibre at my cabinet as most people down the street have Virgin Fibre (I couldn't get it due to Virgin not installing it when my block of flats was built 11 years ago).
And just one last thing, I find it odd that I'm connected at 54000 (last week I was at 60000). That seems like an artificial limit to me unless DLM actually forces to the nearest 10k?

Handling infinity

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