Infinity 1 issues and BT's lack of help, understan...

I had infinity 1 installed a week ago and have had major issues ever since, I have intermittent broadband and wifi. After spending two hours last night and five hours this morning, the end result is that nothing has changed and the useless customer service operative I spent five hours with this morning thinks it's my wifi between the hub and my devices. I've proved it's the same on a wired connection so I give up. I've now asked to go back to my hub 4 that worked perfect and I will migrate to sky or Virgin once my old contract expires in December. BT have done them selves no favours but to exploit their inability to rectify an issue they introduced. On top of that I cannot access half of the MY BT services as they cannot locate my account properly. Priceless

hi
you say you had infinity instaled a week ago but contract ends in december. im hoping you dont mean this december as when you had infinity activated that starts a new contract and i think the minimum is 1 year and you can migrate out without a hefty leaving fee.
wifi can never be gauranteed and all tests and readings should be done on a wired connection.
can you run these for us https://www.btwholesale.com/includes/adsl/main.html
http://speedtest.btwholesale.com/ after speed test also run further diagnostics and then post all 3 screenshots.

Similar Messages

HH3 Issues and BT's lack of help

Hi all,
I have had Infinity 2 installed since May and so had no issues to begin with as my house was recently Cat5E wired up in all the rooms so have had no reason to use the wireless aspect aside from mobile phones etc. However, I recently installed a computer in a temporary location without access to Cat5E cables so used the wireless connection.
Since doing that ive noticed the performace of the HH3 to be exceptionally poor, and have noticed regular drop outs/slow down which appear to be completely random and sometimes will require a restart of the HH3. It does appear that anything is wrong as no error lights etc on the HH but just no internet although I remain connected to the HH itself. Sometimes the connection will come back in a couple of seconds as though the signal was interrupted briefly.
Ive complained and gone through the usual channels and was sent a replacement HH3 which is showing the same issues which leads me to believe the problem lies with the design of the HH3 itself. BT 'customer care' have tried telling me the problem lies with my computer, with the fact my HH3 is above the computer and not below as apparently this is how it was designed, because the problem is with the servers of the websites I visit etc etc. Basically any reason other than admitting the problem lies with a product that is not fit for purpose.
I have explained that I know a thing or two about networking and so have tried multiple computers, usb adapters, HH configurations etc and the problem continues with the cause seeming to be the HH3. The advisor I spoke to apparently spoke with their engineers and explained that as windows does not appear to display a connectivity error message, the problem must lie with me and not them and although he suggested a HH4 might be worth a try, but I have to pay £110 for this! Apparently spending £41 a month just for an internet service and phone line isnt enough and I should have to either stump up the extra money or put up with a poor service as wireless problems 'arent our responsibility'. Ive also explained that the problems do not happen over wired connection and therefore cant possibly be due to website servers.
Just wondering whether anyone on here experiences similar issues with the HH3 and whether they have upgraded to the HH4 or HH5 and the situation improved as it appears I need to prove the HH3 isnt fit for purpose. Any advice would be appreciated before I have to take this further as I refuse to pay £41 per month for another year for this kind of service.
Thanks in advance.

There are many reports on this forum of the HH3 having poor wireless signal. Some of the things that have helped are
1) A factory reset of the homehub by pressing a pin into the recess button on the rear for about 20 seconds. If you have changed either the SSid or wireless key of the homehub this will put it back to the one on the label.
2) Download, install and run inSSider. It will show you the wireless channels and which one your Homehub is on. You want to find the channel with the strongest, least congestion, ie. least number of users. Once you have that you need to change your homehub onto that channel.
See link for insider
http://www.metageek.net/products/inssider/
See link how to change channel on homehub
http://bt.custhelp.com/app/answers/detail/a_id/14094
If these don't help you could always report the homehub as faulty because "it does not broadcast any wireless signal". They might then replace it but it would probably be with anothet HH3.
If you were going to the expense of changing the homehub I would recommend that you have a look at 3rd party routers. There are many good one on the market for less than the quoted price you have been given by BT.

BT Infinity issues and poor service

I reported an issue with the Infinity team that I can not access the internet several times a day and the only solution is to switch off the hub for several minutes and then switch it back on.
After several calls to the helpdesk and not being provided with any information as to the 'fixes' which have been applied I was in a call yesterday for 15 minutes waiting for my call to be escalated as I requested. The call was cut off! I actually got a call back and an apology! I said that I had spent too long on the phone 'waiting' for someone to explain what had been done to date to attempt to resolve my issue but no answers were provided. I was informed that the case had been closed! I questioned why and was informed that someone had spoken to my wife and closed the case. This is incorrect as nobody has spoken to my wife and she would not state the issue had been resolved has it clearly has not!
I was promised yesterday that a supervisor would phone me back to discuss the case as I am not happy at all. This poor service is costing me money as I am not capable of working without the broadband connection!
I would like someone to take ownership of my issue and provide me with the service I expect from paying for this premium service!
I've just looked at the closed case which I was informed had been re-opened I can see no update and that it is still closed!
Please open it now and provide an update as promised on several occasions.
VOL011-49442052268
Regards
A very unhappy customer.

JasonT wrote:
I reported an issue with the Infinity team that I can not access the internet several times a day and the only solution is to switch off the hub for several minutes and then switch it back on.
After several calls to the helpdesk and not being provided with any information as to the 'fixes' which have been applied I was in a call yesterday for 15 minutes waiting for my call to be escalated as I requested. The call was cut off! I actually got a call back and an apology! I said that I had spent too long on the phone 'waiting' for someone to explain what had been done to date to attempt to resolve my issue but no answers were provided. I was informed that the case had been closed! I questioned why and was informed that someone had spoken to my wife and closed the case. This is incorrect as nobody has spoken to my wife and she would not state the issue had been resolved has it clearly has not!
I was promised yesterday that a supervisor would phone me back to discuss the case as I am not happy at all. This poor service is costing me money as I am not capable of working without the broadband connection!
I would like someone to take ownership of my issue and provide me with the service I expect from paying for this premium service!
I've just looked at the closed case which I was informed had been re-opened I can see no update and that it is still closed!
Please open it now and provide an update as promised on several occasions.
VOL011-*********
Regards
A very unhappy customer.
Hi there,
Firstly, I would advise you to edit out your VOL number from your post for security reasons.
Also, if you follow this link, it will allow you to fill out a "Contact us" form for the mods. Please remember to include all your account details in this and the mods should pick it up and contact you back.
I hope this info helps.

BT Infinity issues and only been with them since 4...

I have been so looking forward to faster broadband, religously checking the availability of infinity for my area for months and eventually hey-ho here it is. After having a HH3 on BT BB for years and not a single issue I thought awesome same reliability and faster too. How could I be so wrong!!!!!!!!!!!! I have had BT Infinity for 13 days.
Day.1: The line started out at 79Mb (300 metres from street cabinet) really good performance.
Day.2 Line still fast but orange light on HH5 periodically. (still it is training isn't it?)
Day.3 The line keep dropping out more and more. Fast when it works though!
Day.4 Keep getting resolving host issues and line droppping out??? (still it is training isn't it?)
Day.5 My daughter is asking to put the old one back on as she is going into facebook withdrawal
Day.6 I am thinking of putting the old one back in. Line droppping in and out. Checked the speed still good 76Mb.
Day.7 I am beginning to get disillusioned by this infinty business. The desktop help keeps telling me to call support as it cannot fix my problem. (still it is training isn't it?)
Day.8 Beginning to think this was a BIG MISTAKE! Still fast when it works 75Mb
Day.9 Very frustrated called BT customer support. They performed some tests and tell me the HH5 is knacked.
Day.10 & 11 More of the same. (still it is training isn't it?)
Day.12 Replacement HH5 turned up re-connect. Speed is 63Mb and after 2 hours exactly the same as the previous.
Orange lights, rsolving host issues and dropped connections. Called customer support. They performed the same tests and told me no fault and 63Mb is what I should be getting?.After getting 75Mb with a broken HH5, I was expecting at least the same. They also told me they could not reset the BB profile to re-train the line even though the HH5 was faulty?
Day.13 I am awaiting a call from customer support manager who will tell me that nothing is wrong. WTF is going on BT?

A quick update. Got a call back from customer services and they have now found a fault on the network. Funny that!! Watch this space.

BT Infinity - Varying speeds and latency issues

Hi,
I have had BT Infinity 80MB since around May 2014 upgrading from my existing BT ADSL connection. I work from home and use VOIP via a softphone on my laptop. When I used ADSL I experienced no isses with jitter or latency and I could hold a crystal clear conversation. Since 'upgrading' to BT Infinity I am no longer able to sustain a clear VOIP call, voice is choppy. This is due to ping response times going through the roof. I set a continous ping to www.bbc.co.uk, every 30 seconds or so the ping response time/latency goes through the roof rendering the VOIP call unbearable (see below).
This isn't an issue with my laptop as I can use other wireless networks with no issues and I have tried whilst directly plugged in to my router. The router I have is a HUB 5, I have factory defaulted it but this is an issue with the line.
How can I get in contact with someone from BT to get this resolved? Everytime I go through the online help it never detects an issue with latency or speed. I have also tried the BT Wholesale test. I am currently getting 20MB....
Reply from 212.58.244.67: bytes=32 time=13ms TTL=49
Reply from 212.58.244.67: bytes=32 time=12ms TTL=49
Reply from 212.58.244.67: bytes=32 time=13ms TTL=49
Reply from 212.58.244.67: bytes=32 time=12ms TTL=49
Reply from 212.58.244.67: bytes=32 time=2361ms TTL=49
Reply from 212.58.244.67: bytes=32 time=24ms TTL=49
Reply from 212.58.244.67: bytes=32 time=26ms TTL=49
Reply from 212.58.244.67: bytes=32 time=18ms TTL=49
Reply from 212.58.244.68: bytes=32 time=28ms TTL=49
Reply from 212.58.244.68: bytes=32 time=432ms TTL=49
Reply from 212.58.244.68: bytes=32 time=15ms TTL=49
Reply from 212.58.244.68: bytes=32 time=524ms TTL=49
Reply from 212.58.244.68: bytes=32 time=169ms TTL=49
Reply from 212.58.244.68: bytes=32 time=12ms TTL=49
Reply from 212.58.244.68: bytes=32 time=13ms TTL=49
Reply from 212.58.244.68: bytes=32 time=122ms TTL=49
Reply from 212.58.244.68: bytes=32 time=98ms TTL=49
Reply from 212.58.244.68: bytes=32 time=36ms TTL=49
Reply from 212.58.244.68: bytes=32 time=11ms TTL=49
Reply from 212.58.244.68: bytes=32 time=35ms TTL=49
Reply from 212.58.244.68: bytes=32 time=1593ms TTL=49
Reply from 212.58.244.68: bytes=32 time=49ms TTL=49
Reply from 212.58.244.68: bytes=32 time=506ms TTL=49
Reply from 212.58.244.68: bytes=32 time=19ms TTL=49
Reply from 212.58.244.68: bytes=32 time=435ms TTL=49
Reply from 212.58.244.68: bytes=32 time=23ms TTL=49
Reply from 212.58.244.68: bytes=32 time=52ms TTL=49
Reply from 212.58.244.68: bytes=32 time=24ms TTL=49
Thanks in advance,
James

Some of those ping responses are well out of range. One of the Moderators (who work for BT) should look at this.
Unfortunately a lot of people are / or have been experiencing such issues with the Infinity product (especially over the last month or so). Personally I believe there is either something fundamentally wrong in the BTWholesale backhaul, or that many exchanges are simply oversubscribed. Unfortunately technical analysis is rarely forthcoming on this site.
The first thing to eliminate is a problem with your line.
Try a quiet line test - details here http://support.zen.co.uk/kb/Knowledgebase/Performing-a-Quiet-Line-Test
if there is any noise the best advice seems tobe report it as a telephone fault rather than a broadband issue.
Other tests - if you have a Homehub 5 you might want to post the first 12 lines of your Stats (this will alert many of out-of-range line statistics).
I would let other posters pick up the thread at this point.
But if you're like me your line will be fine and the BTWholesale test will be fine but the problem wil persist

Ongoing WiFi issues and Apple Support's lack of support!

Hi All,
I bought my MacBook Air in July/August 2012 (i7, 8GB RAM, 256 GB HDD, Mountain Lion). Since the first day, I have had issues with wifi connectivity. My primary use was at the university in Australia, where I had frequent drop outs and at times no connection at all. the university does not officially support Apple products and I was stuck with Apple support asking me to check with network administrators. I was also advised to re-install the OS, reset PRAM etc with no improvements. Then I had a 4 month stint as an exchange student in an Indian university. As i was not using my laptop at the university, I couldnt monitor the WiFi connectivity in these 4 months. Once back in Australia in January 2013, the issue surfaced again. Multiple conversations with Apple Support led me to another 4 re-installations and replacing my router with an uber expensive one. The reasons given by Apple were either the router's quality or interference from other networks. The new router supported 5Ghz band and had no intereference what so ever. I started to notice that the connectivity is far better with the wifi signal showing full range, but internet does not work. All is well if I am sitting right next to the router. The minute i move 5-8 metres away, Internet becomes super slow (from 12-14 Mbps to 1-2 Mbps on speedtest.net) and eventually does not load. At the same time, all other devices, including my iphone 5, ipad 2, ipad mini and other PCs in the apartment works perfectly fine.
On speaking to Apple Support, i was asked to conduct SNR checks and found out that the SNR readings fluctuate like ****. From 1-2 to 25-30. The Signal strength on my MacBook Air stays at -75dB to -65 dB. Armed with this info, the Airport card was replaced. But the issue still persists. The MacBook Air is presently at Apple waiting to get its display (antennas are embedded here) replaced. But I have lost total confidence in Apple. Is there anyone who had similar issues and found a stable solution? Other symptoms which may be connected are Mail becoming nonresposive intermitently, Power Nap function not working, battery life never more than 4 hours.
Apple Support has been appalling in a very courteous manner. Even though the commincation and care they took to talk to me, the issue hasnt been solved and its been 11 months!!
Any comments, advices and support will be appreciated.
Thank You!

I am sorry, maybe my comment was vague. I am an engineer too albiet in the medical devices sector. Problem for me is that, I have been talking to Apple for about 11 months now. If you know where I live and how far the Apple Store is, you'd understand my frustration. I have been accomodating so far and do love the customer service experience I get from Apple. I am a proud owner of 2 iPads, an iPad mini, an iPod classic, an iPod Touch, an iPhone 4 and an iPhone 5 besides the MacBook Air. They are the most courteous and receptive Customer Service Reps out there. But all the courtesy does not hide the fact that my MBA is 11 months old and still having an issue starting 11 monthds ago. I had taken this machine to the stores numerous times. With the last week, i was getting to a point where I felt I have done enough to try everything except replacement of the machine to try fixing this issue. But now, Apple wont play ball. the rep said, i quote "your machine is almost a year old and you cant expect Apple to replace it". they have support call documents to prove that i have been talking to them about the issue since 11 months and to top it all, I have also purchased the $279 extended warranty. At the time of purchase the rep promised me that 'I would be send a box containing a loan machine while yours can be sent to us and fixed'. if you go through my posts here in mac forum, I had raised the issue here as well.
Now coming to the question, I have exhausted my options with Apple support and wanted to know if anyone else had the same issue and found a fix. With that maybe i can stop pulling my hair apart - realistically, stop myself from making another long trip to the Apple Store.

Support issues and lack of responsibility to fix them

Dear BlackBerry,
I almost gave up on you this year, but when you announced all new products I decided to give you a last chance. The Z10 is a great product. I love it, BUT... the darn thing reboots on me at least once a day and sometimes 3-4 times a day. It happens when I'm using an app and it happens when it is sitting on the desk in front of me and I'm not using it.
It is in your best interest as a company to keep your customers and fix this and other issues and FORCE wireless carriers to push updates to their customers. I'm assuming you have an OS fix for this since the reboot problem has been know for many months now. I'm with Verizon Wireless in the USA and I have called them many times about this issue and they seem sympathetic but they have not pushed an OS update since May when I bought the phone. This is the final straw for me. I have been a loyal BlackBerry owner/user for a decade, but if you can't support your products (or force the carriers to support them) then I will have to reluctantly switch to another platform.
Please help your loyal customers and get the carriers to push an OS update that fixes the reboot issue.
Thank you,
Matt

i know many that have done this manual update
http://supportforums.blackberry.com/t5/BlackBerry-10-OS-Device-Software/Upgrading-OS10-devices-using...
OS updates are controlled by carrier so they can train their support personnel prior to sending out the OS update.
My neighbor tells me about his 3 different android devices not getting an update cause carrier controls it.
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Still Getting Buffering Issues and Slow Web Page L...

Since I suspect this issue hasn't gone away - and I/we have been asked to post issues individually rather than clumping into a single tread.
I just got back from Spain and after quizzing family it seems we are still getting Stream Buffering Issues (again) (requires a refresh restart << I suspect lost packets rather than speed decrease) and webpages sometimes don't load correctly and require a refresh to load all page elements.
Just before I left there was an Openreach engineer working on the CAB and my noise margin doubled (but given my distance from the CAB and no speed issues I think the higher margin is a bonus not a negative << so hard to get uncontradictary posts or guidance on the web about Noise Margins - speeds still ok atm according to BTW but havent been back long enough to monitor thru the day/night.
I can only assume there are still backhaul issues ongoing.
I notice other ISP forums eg Plusnet noting capacity contention issues but BT remains Silent.
It's such a shame BT aren't more forthcoming to their customers and I feel really cheated/mis-sold by the whole Infinity 2 product 'never have to buffer again' - advertising hype. This has been a problem here since mid December - so we're talking a month worth of connection issues.
Since someone will probably ask me for HH stats - here you go - apologies to all those more than 20m from the CAB who are struggling on much slower speeds (I feel for you honest) and in terms of the available speeds etc feel this HAS TO BE a BTW backhaul issue - be it from exchange or in the core.
I'm all open to comment/solutions
1. Product name: BT Home Hub
2. Serial number: +068343+NQ41735167
3. Firmware version: Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown
4. Board version: BT Hub 5A
5. VDSL uptime: 6 days, 15:45:33
6. Data rate: 19999 / 79995
7. Maximum data rate: 29234 / 106435
8. Noise margin: 15.2 / 13.0
9. Line attenuation: 0.0 / 4.7
10. Signal attenuation: 0.0 / 4.7
11. Data sent/received: 6.2 GB / 9.9 GB
12. Broadband username: [email protected]
13. BT Wi-fi: Yes

Short answer Ray - nope I only use WiFi on the phone.
Well for the benefit of others as much as myself I am still having issues and gave up on an iPlayer (live stream) due several bursts of buffering again tonight which made me miss the bits I was really interested in.
So...
Eliminating anything in the home the following tests are done directly into the HH5s Gb port. I normally use a switch in this port to seperate my PC's from iThings and anything else on WiFi (the kids)(BTFon/X) - never had any issues with my switch tho and it will push pull files to/from my NAS or transfer files around my three PCs at full speed << so no concerns there, but NOT used in these tests.
All wired with industry Grade CAT6 << even ran a checker tool on it and no probs << yip I have such things available.
Following Stats are after a complete shut down :
PC Restarted without Firewall or any AntiVirus - no other network connections active and HH5 WiFi Dissabled. HH5 Power Off and Factory Reset (I've tried previously as suggested by other posters using the Openreach modem but since it didnt solve anything just went back to the HH5 to save a power socket and my HH5 can stay up for 13 or so days without issues so I don't suffer in disconnection issues dept). Ok i could buy another router but I doubt its the problem and im just **bleep** away cash for what would then be a replacement for 'not fit for purpose' supplied equipment.
Quiet Line test = clear << tested master socket with wired phone.
My Cabinet :
BTWholesale Speed Test :
Interestingly i'm getting way lower UPLOAD than the minimum even on an impaired line (I'm only about 20m from the cabinet as the cable runs - less if I want to kick it) << this does seem to fluctate a lot.
TBB Speedtest :
I'm open to suggestions but have just about had enuff...
I still maintain this is a congeston issue but that BT are in total denial to customers about what traffic shaping occurs to maintain the QoS for their YouView and BTSports Customers at the expense of other data under 'abnormal conditions' like lack of capacity.
So unless a MOD wants to jump in and resolve this quickly, I have several letters ready to go to various parts of BT - Customer Complaints/Sales(for misleading claims)/and Legal Dept. Just need the stamps + a cc copy to Ofcom. This is the last phase of having done ALL I CAN BE REASONABLY EXPECTED TO DO through the BTs compaints proceedures. so that I can send a breach of contract notification to escape this madness.
Yours xx, a very dissatisfied customer.

BT Infinity Connection Issue (On Going)

Hi, i've been having problems with my connection over the past 2 weeks and since it seems that none of the people i talk to have any idea what's going on, i thought that i would post my issue on here and see if any one can help. I will try to keep this post up to date with any developments, and i will try to respond promptly to any questions.
For a brief summery, see Short story. For more detail, see Long story.
Any thoughts, ideas or sympathies would be apprechiated.
Thanks
//First post, please be gentle
=================
===Short story===
=================
-25th of January: Infinity installed.
-7th of March: Speed drops significantly and connection become unstable.
-8th of March: Problem reported to BT.
-13th of March (Morning): Engineer visits, finds no problem with the line, changes both the router and the modem. No change.
-13th of March(Afternoon): BT calls to claim that the problem is resolved. No change.
-14th of March: Connection on router starts to drop out every 2 hours, but green DSL light on modem remains lit.
-15th of March: Sencond engineer visit, clueless as to nature or cause of problem. Changes router and modem. Performs lift and shift. No Change.
-16th of March: Connection now drops out every 3-5 minutes.
-17th of March: Issue reported as a fault, engineer visit scheduled for the 20th to perform "triage". Optimism: Low.
-18th of March: Very sad student can't play games or do Uni work. =[
-19th of March: Will probably have to go back to Uni over spring break to work. =O
================
===Long Story===
================
On the 25th of January i had BT Infinity installed and was amazed when my download speed shot up to 38MB (from 5), and my upload was a staggering 9 MB (from 0.7). As a gamer, this was at the time fantastic.
However, on Wensday the 7th of March, i came home from Uni to find that my friend's voices on Skype sound all distorted. I decide to do a speed test, which reveals that the speed had dropped down to 3MB download, but the upload was still 8MB. I thought that this was a glitch, so i ran the BT Speedtester and restarted the router and modem etc. No change. Over the next few days, the speed fluxuated between 0-7MB down and 5-8MB up.
Naturally, i contacted BT, who after some convincing, booked an appointment for an Openreach engineer to come over on Tuesday the 13th. The engineer who turned up tested the line and after finding nothing wrong, changed both the router and the modem twice. As baffeled as me, the engineer told me to contact BT again as he was convinced it was something on their end. After 2 hours on the phone (an hour and a half of that on hold), i was told the problem was resolved and all i had to do was restart my router and modem.
I did so gladly, only to find no change in the speed, and another complication. After the problem was "fixed" my HH3 would lose connection every 2 hours, but now, it loses conneciton every 3-5 minutes, 24/7.
However, the Modem doesn't. It's only the broadband light on the HH3 that changes, the green DSL light on the modem stays on. After another lenghty conversation (thank god i dont have to play for these calls) the guy in India was certian it was a line issue, and dispatched another engineer on Thursday the 15th.
The second engineer, who i knew as he was a frind of my father, told me that he had been sent out on a "boost job", whatever that means. Basically, he told me that if he isnt supposed to leave until the problem is resolved. So, after 3 hours of changing routers and banging our heads against the wall with BT, he got them to do a lift and shift.
No change.
Completely stumped and at 6 pm (2 hours after the engineer was supposed to finish work) i let him go home, since there was clearly nothing he could do.
After another 2 hours on the phone with BT, i now have my own number that i can call BT on that connects me to a manager who has "taken over" the problem. He has dispatched another engineer for Tuesday to 20th to do "triage testing". Mean while, i can't do any work for Uni at home, play any games or even browse the internet.

Sorry, that was hilarious. I pressed the reply button and the page came up saying that my router had lost connection.
Anyway,
The speed tests i did with the BT Speedtester told me about the rediculas low speeds, but it didn't ask me do do anything further. However, the Speedtester hasn't worked for me since Friday e.g.
"Test Error
The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider."
What is a tap3 test? This is the first time i've heard of this.
I have not tried bypassing the Home Hub either. I've been a good boy and only done what BT has told me to.
Do you think that it could help?

ILoathe and iHate iTunes 7.3 and Apple's lack of support

Like thousands of other people, I found iTunes 7.3 is unusable on my machine due to the error "The iTunes library file cannot be saved. An unknown error occurred (-50)." It has been nearly one week and Apple has not officially commented upon the error let alone fixed it. In addition, reverting to iTunes 7.1 and 7.2, which worked for several days, now fails upon loading due to a runtime error. So despite USERS having worked on the issue and found an apparent work around, I cannot implement it. This effectively makes my computer useless for playing music or podcasts. Thank god I did not buy the iPhone or AppleTV or I would be even more livid. Given Apple's lack of concern for it's customers, I will have to rethink ever switching over from Windows to a Mac.
Home Built Windows XP Pro
Home Built Windows XP Pro
Home Built Windows XP Pro

Have you even bothered phoning tech support? iTunes
is a fully supported program over the phone (free if
you have a warranted product, $29 otherwise). So,
even though you think that Apple is refusing to help,
you're wrong. Tech support number is
(1-800-275-2273).
No, I did not phone tech support as I do not have any Apple products that are under warranty. In addition, several people who claim they did call Apple support, after there were 25,000 views on this issue, were told that they were the only people who had this problem and their issue was not resolved.
Now, for this issue, try the following:
For the runtime error, completely remove iTunes and
Quicktime
(http://docs.info.apple.com/article.html?artnum=93698)
. After it they are removed, just to make sure,
download the Windows Installer Cleanup Utility
(http://support.microsoft.com/kb/290301), and then
remove all references of iTunes and Quicktime.
Thank you. When I used the Add/Remove Programs to uninstall iTunes I mistakenly believed that I was UNINSTALLING iTunes. Silly me. Going in deleting additional files as mentioned in the document did allow me to re-install 7.2. For that I sincerely thank you. This allowed me to remove all podcasts (keeping the files) while in 7.2. Video podcasts are the alleged cause of the failure of the 7.2 to 7.3 upgrade to work properly.
Try re-installing iTunes 7.3, and see if it gives you
the same message. If it gives you a message saying
the library couldn't be saved, try this:
http://docs.info.apple.com/article.html?artnum=93313.
When I installed 7.3 without any podcasts being in my library it installed correctly. Since I did not delete my files I was able to import the podcast folder back and then resubscribe to my podcasts. iTunes 7.3 appears to be working correctly now. The document that you link to would also have fixed this. Thank you for posting the link.
If you get a (-50) error while trying to put songs on
the iPod, try this article:
http://docs.info.apple.com/article.html?artnum=304996
I have not been brave enough to put my iPod into the cradle yet.
P.S. I love the whole "Apple's lack of concern"
quote, as well. Notice how each of the problems you
described have an article you can now reference with?
Well, each of those articles have been around for
months. "Apple's lack of concern" has effectively
turned into "your lack of searching".
Cheers.
Do I feel Apple is not properly supporting this issue? Yes. Apple has known for days that the 7.3 iTunes upgrade will destroy the file library of thousands of iTunes users. There is no warning, no official comment on the support forums that I could find, and no 7.3 fix. I consider that poor support. If you feel good customer support is forcing users to spend their time searching thousands of forum posts on this one problem, most of which did not offer solutions, and make them uninstall/reinstall software, and their library files that is fine. I think it is unacceptable.
None-the-less, I thank you for taking the time to post the document links which were quite helpful.
Home Built Windows XP Pro

BT Infinity - line calibration and possible speed...

Hi,
We recently had BT Infinity installed (14-03-2013) and the speed has dropped significantly from 37 to about 20mb
Up load seems fairly consistent at 8mb
The engineer told us that the line calibration should only take 24hrs so I'm hoping there is an issue and that we can expect better than 20mb
We've been told to expect at least 25mb although it would be nice to get more
Can you advise how long the calibration should take and maybe check to see if everything is OK?
We have had to reset the router a couple of times
Please advise
Thank you
TEST_DATE
TIME_ZONE
DOWNLOAD_MEGABITS
UPLOAD_MEGABITS
LATENCY_MS
SERVER_NAME
DISTANCE_MILES
3/14/2013 9:18 AM
GMT
37.41
8.4
8
London
50
3/14/2013 9:38 AM
GMT
37.28
8.43
6
Maidenhead
0
3/14/2013 11:48 AM
GMT
37.5
8.3
10
Maidenhead
0
3/14/2013 12:00 PM
GMT
37.46
8.17
10
Newbury
0
3/14/2013 1:53 PM
GMT
24.37
8.27
4
Maidenhead
0
3/14/2013 2:34 PM
GMT
16.69
8.25
10
Maidenhead
0
3/14/2013 2:37 PM
GMT
15.75
8.27
11
Maidenhead
0
3/14/2013 2:52 PM
GMT
20.76
8.15
11
Manchester
150
3/14/2013 4:51 PM
GMT
23.35
8.24
10
Maidenhead
0
3/14/2013 6:05 PM
GMT
25.22
8.17
10
Newbury
0
3/14/2013 7:31 PM
GMT
26.05
8.27
8
London
50
3/15/2013 7:50 AM
GMT
17.46
8.13
10
Manchester
150
3/15/2013 8:33 AM
GMT
25.82
8.2
6
Maidenhead
0
3/15/2013 1:31 PM
GMT
25.45
8.3
22
London
50
3/15/2013 5:24 PM
GMT
24.47
8.16
10
Newbury
0
3/16/2013 9:04 AM
GMT
19.54
8.13
10
Cowes
0
Solved!
Go to Solution.

You should never restart the Modem in the first 10 day period. In the first 10 days it will gather line Information then after it has enough on all levels it will decide where your line performed best at and set it at that speed. It will then continue to monitor the line forever and make adjustments. The reason why it's important that you do not disconnect the modem as the Cabinet (DLM) will not be able to make connection with the modem meaning it is recording this and will compensate by lowering the speed until it has a connection. Also turning it off suddenly can cause error bursts on top of that, so it is vital you give your line the best history that you can give it.
It will always look at previous history it has and make decisions from it. If it has bad history at the start it's very reluctant to actually improve the speed in future because it's seen it's not had good history in the past. So it will slowly rise the line speed from 12Mbps to lets say 28Mbps. It will increase it increments due to your bad line history, if it has good say you maintained connection for 90 days and you suffered from a power cut and this put your speed to 20Mbps. Over the next 5/7 days you will normally see it jump straight up back to that speed. If you have bad history it will put the speed up slower and it can take 2/3 weeks for it to actually increase the speed as well.
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

New iPad or Transformer Infinity for reading and annotatingPdf's?

Hello Everyone,
I played with the New iPad today in a store and at least in iBooks, the Pdf files load surprisingly slowly from one page to the other (1 second, not THAT slow). I don't yet own a tablet but I want one for annotating PDF files (orchestra scores) when I'm on the road. When I need to be turning pages quickly, I don't want to have to wait forever for the page to sharpen, especially since it will probably be quite heavier with all my notes on the page... Would a Nexus Transformer Prime or the Transformer Infinity be better suited to my needs, i.e. would it be loading faster with annotated PDF files? I understand this is mainly a CPU issue, and Nexus has more powerful ones. Am I right?
Thanks for your help!

There are a lot of other pfs readers for the iPad.
http://www.labnol.org/software/ipad-pdf-reader-apps/13807/
good reader is one.
Hands free page turning.
http://airturn.com/bt-105/
http://www.youtube.com/watch?v=80OVgx5Q7T4
Robert

Infinity Speed Problems and CS problems...again.

For the second time within a period of a few months, I've been lied to again (well it feels like it ) by various departments within BT regarding call backs and assurances over line speed capabilities along with the resolution of issues.
I'm just tired of the poor customer service issues and that to even look at getting anything done, you have to come on here or Twitter and complain or as some people do, email the BT CEO and board. I should also add that 1st line tech is useless. When I first reported my problem, I'd already followed the inital diagnostic steps from the BT site. Checked the wiring, ran the speed checkers etc...yet when they asked me to run the check I said I've done that already and this was the result. They ignored that and kept asking about five times before it finally dawned I'd done that already.
Anyhow, there's no point going down that route again. Don't mean the above to sound like a mini-rant, but I'm just so frustrated and disappointed. I'm looking forward to speak to someone in the UK to talk about the issues, but I worry that may be a different task altogether.
So HH5 arrived on 24/11 and installation of Infinity 2 was completed by engineer on 26/11. Prior to this I was expecting somewhere between 63/80 based on the down estimate, the up estimate was upto 20. I'm aware these are estimates, but the several times I spoke to sales (and cancellations at one pont for some reason) I was assured I should get at least 63 if not more.
Once the engineer had left my router settled at 56D and 11U. I thought ok, not a bad start given that I was led to believe by both sales and the engineer that this should settle and be trained over the next few days. Now this appears to have happened as the line was reset a few times during the first week or so. The line appeared to stabilise at 56/11. Not quite what I was promised, but I thought ok, let's see what happens. DLM in play here I believe.
Then a couple of weeks ago, my line suddenly crashed to to speeds somwhere in 20/30 range and the upload went as low as 7. BT have apparently fixed the fault as confirmed by the BT Care twitter team by email sent on 27/12 which I only read this morning. This I thought explained to me why my line was being reset at random again over the last few days. I should add that from my perspective, the line appeared to be rock solid at the higher speeds over a number of weeks. And if it had stayed that way, I'd probably have accepted it as the best I can get.
According to my HH5, my line is currently running at 42.85/8.216. Now I know the line can support more from the inital few weeks after Infinity was installed. My query here is as I have read in other posts, if DLM is supposed to set the line at top speed from the get go, why is my speed now 20Mbps below the estimate. Screenshots below.
So if anyone has any helpful comments that'd be appreciated. I don't have much time to deal with this kind of thing as I have caring responsibilities. I know from the stats above I've got nowhere near the top end speeds on both A/B type lines.
Even though the email I received from BT says the fault has been cleared. Clearly, it appears not to have been. Given the overall fault is still ongoing, it was very annoying that the BT agent would have the temerity to suggest a charge of £129.99 for an engineer visit if there is no fault with BT. Well I can only think there is somewhere. Possibly the network, maybe the cabinet/exchange or something else. The internal wiring has not been touched since the engineer installed everything.
I have a feeling an engineer visit will be required, but I certainly couldn't afford to pay for it.
Thanks for listening guys. Happy New Year to you all.
Solved!
Go to Solution.

56/11 rock solid is what I was getting up until the fault started. They claim it's resolved, which clearly it isn't.
My HH5 is about 3/4ft away from the master socket. Simple cable setup by the engineer and it's not been touched since the engineer visit and a visual inspection confirmed the setup was right. It would be, given it's not been touched. Too many horror stories about problems getting the £129.99 refunded for people who should never have been charged it.
I've tried speaking with BT 1st line before. While quite possibly nice people, they are the most ineffectual technical people I've ever had to deal with.
The BT twitter people have a link to this thread showing all my results etc...whether they can do the right thing or not, I'm not sure if they have the remit.
Hopefully someone will be able to pick this up in a day or so and at least speak with me.

Infinity latency issue (Evening) - NI

Hi all,
I am currently having issues with our Infinity with regards to our ping/latency (I see other forum users are not that far off with related issues) and any help would be appreciated. The issue has being ongoing for the last few weeks causing online gaming to become hugely frustrating as a FPS gamer. Our Infinity is FTTC only with Copper to the house with the BT cabinet located on the street behind us (Aprrox. 300 yards) and currently run a Homehub 2 with the Openreach modem on the unlimited Infinity package (2?).
I have being monitoring our ping over the last number of nights, and as like a few other forum users, my issue seems to arise in the evening so far - 6:30PM onward (I will have to monitor weekends during the day and night).
Ping to UK and EU servers used to be great, always on the good side of 35ms. Now, EU servers has turned into a lag fest after 6:30PM and my ping can be anywhere from 70/80ms to 120ms depending on the night and UK servers has crept up to around 50ms and a bit more at times.
I have done the BT wholesale speed tests and the results are below:
As an example below is a trace route done on a COD German server done before 6:30PM tonight:
Tracing route to 176.57.141.240 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms api.home [192.168.1.254]
2 * * * Request timed out.
3 * 17 ms 18 ms 31.55.185.197
4 18 ms 18 ms 17 ms 31.55.185.232
5 21 ms 23 ms 23 ms 195.99.127.16
6 19 ms 19 ms 19 ms 194.72.31.135
7 19 ms 19 ms 18 ms t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net [166.49.211.19
4]
8 19 ms 19 ms 19 ms 193.159.165.81
9 34 ms 34 ms 33 ms f-ed8-i.F.DE.NET.DTAG.DE [217.5.95.126]
10 34 ms 33 ms 33 ms dtag.ociris.com [80.95.152.123]
11 33 ms 33 ms 33 ms 176.57.141.240
Trace complete.
And same server done at 9:00PM (Ping show in trace is pretty reflective of in game latency/ping):
tracert 176.57.141.240
Tracing route to 176.57.141.240 over a maximum of 30 hops
1    <1 ms    <1 ms    <1 ms api.home [192.168.1.254]
2     *        *        *     Request timed out.
3    18 ms    17 ms    17 ms 31.55.185.197
4    18 ms    17 ms    18 ms 31.55.185.232
5    22 ms    23 ms    23 ms 195.99.127.16
6    19 ms    19 ms    19 ms 194.72.31.135
7    18 ms    18 ms    18 ms t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net [166.49.211.19
4]
8    21 ms    19 ms    19 ms 193.159.165.81
9   102 ms   102 ms   103 ms f-ed8-i.F.DE.NET.DTAG.DE [217.5.95.126]
10   116 ms   115 ms   114 ms dtag.ociris.com [80.95.152.123]
11   112 ms   111 ms   113 ms 176.57.141.240
Trace complete.
Hopefully I haven't left anything out.

I know this isn't what you are going to want to hear, but BT are responsible for everything up to roughly hop 7. Hop 8 could possibly belong to BT but hop 9 appears to have crossed into the ownership of dtag.de (Deutsche Telecom). This probably means the problem is either the link between Deutsche telecom and BT, or more likely, a problem within Deutsche telecom themselves.
I don't think BT will be able to help you with this.
When you are getting the issue on the German COD server, can you try quitting and connecting to a UK COD server to see if you have the same issue. I am fairly certain you won't have the same problem as you won't be routing through the faulty equipment.
I noticed you also mentioned above that in the evening the UK servers creep up a little. Can you try using WinMTR to run a trace and post the results in here. Should also help identify where in the UK the issue is happening.

Differences between Issue and Message?

Hi all,
Can anyone know the exact difference between issue and message?
In testing perspective, which one should we post?
Regards,
Vijaya Bhaskar

Hi Vijaya,
The difference starts in the concept.
Issues are meant to handle project problems, like lack of human resources, lack of expertise, go-live strategy decision, that is all problems that are mainly linked to a managerial decision/order and can have impact on business.
Messages are meant to handle system problems, like printer not working, message error when saving a purchase order, lack of authorizations,etc.
Because of these differences, also the funcions available for each one and the workflow will be different.
Hope this could make this more clear to you.
Regards,
Val

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