Infinity Connection at EH4 1HW

I am moving into a new property in EH41HW but when I try to order Infinity it says it is not available.i am less than 100 yards fom cabinet 9 which is attached to the DEAN exchange. Can anyone shed any light on this please? Cabinet 9 is fibre enabled.
Solved!
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Hi datacopy
That postcode is served by two cabinets (cab 9 and cab 26) which both have their own FTTC DSLAM cabinet installed and linked to them. They are also Accepting Orders for FTTC.
What does it say for the address of the property you are moving too? via http://dslchecker.bt.com/adsl/ADSLChecker.AddressOutput
The number checker is the most accurate however it depends on if the property has a BT Wholesale recognisable landline number at present.
jac_95 | BT.com Help Site | BT Service Status
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Similar Messages

Issues with Infinity - Connection Speed & Other Pr...

Hi all,
I had Infinity installed on 2nd November. Besides some issues with BT mixing up delivery addresses the installation by Kelly Comms went smoothly, and was setup within 45 mins.
Initial speeds were very good, achieving 74Mb/s Down & 18Mb/s Up with a Ping/Latency of 5ms Excellent really considering the sub 5Mb/s I was used to with ADSL. The high connection speeds remained over the weekend until about 4pm on November 5th. I found that the Openreach Modem had lost connection (flashing DSL light) and my HH3 Broadband light was a steady orange. I left this for a while before picking up my landline to call customer services only to find that my line was dead with no dial tone.
Broadband eventually came back on service later that afternoon, but at a much lower speed of 43Mb/s Down, and an almost impossibly slow 0.97Mb/s Up. Ping/Latency has also slowed to around 20ms. During the evening I managed to get through to customer services in India, who were able to start dealing with the fault on my phone line.
Initially I was told it would be the 12th of November that the problem with the phone line would be resolved. Fortunately enough it was then fixed the following morning by an apparent engineer visit. I was unaware of this action until later in the day, but had noticed before leaving for work that Broadband was yet again down.
So to cut a long story short: I have a phone line that works, but a big reduction in connectivity speed especially upstream speed. Should I be contacting BT to investigate yet another potential problem bearing in mind that I am still within the supposed '10 day training' window.
(All speed tests have been conducted via a PC connected by ethernet directly to the HH3)
If anyone can advise me it would be much appreciated.

Hi Tidycarrot,
Welcome to the Forum. What was the speed estimate given to you when you signed up to the service? If the speeds you are see are well below that estimate, send me in your details using the link below and I'll run a few test on you line from here.
http://bt.custhelp.com/app/contact_email/c/4951
Thanks
Paddy
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 :-)

New Infinity Connection Slow and Keeps Dropping ou...

Hi all, I had Infinity installed on Friday and am not 100% sure on the time it takes to become stable. Basically I checked my hub page yesterday and found it had dropped out at 3am Sat morn, today I have checked again and it dropped out at 8am Sun morn. I am also having periods where the Internet goes painfully slow, around 0.5 down and 0.0 up (yes NO up speed). Is this normal for a new installation. This is wired and wireless I must add. I have a HH3 as BT haven't sent me a hub 5 and he only had 3 REV A hubs on his van. My profiles are as follows when using BTW Performance Test:
Download speedachieved during the test was - 37.6 Mbps
For your connection, the acceptable range of speedsis 12 Mbps-38.72 Mbps .
Additional Information:
IP Profile for your line is - 38.72 Mbps
Upload speed achieved during the test was - 8.81Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps
Might I add the painfully slow periods of internet are not resolved by rebooting or anything, the internet simply comes back up to speed on it's own.
Edit: Just did a tracert to bbc.co.uk as saw it recommended on here, results below.
Tracing route to bbc.co.uk [212.58.253.67]
over a maximum of 30 hops:
1     1 ms     1 ms    <1 ms BThomehub.home [192.168.1.254]
2     5 ms     5 ms     4 ms 217.32.144.166
3     5 ms     5 ms     5 ms 217.32.144.206
4     7 ms     7 ms     7 ms 213.120.181.58
5     7 ms     7 ms     7 ms 217.41.169.201
6     7 ms     7 ms     7 ms 217.41.169.109
7    52 ms     7 ms     7 ms acc2-xe-4-2-0.sf.21cn-ipp.bt.net [109.159.251.22
9]
8    16 ms    18 ms    17 ms core2-te0-4-0-2.ealing.ukcore.bt.net [109.159.25
1.131]
9    13 ms    16 ms    17 ms peer2-xe7-0-1.telehouse.ukcore.bt.net [109.159.2
52.41]
10    15 ms    16 ms    16 ms 194.74.65.42
11     *        *        *     Request timed out.
12    17 ms    16 ms    16 ms ae0.er01.cwwtf.bbc.co.uk [132.185.254.93]
13    16 ms    16 ms    15 ms 132.185.255.156
14    16 ms    15 ms    16 ms www-vip.cwwtf.bbc.co.uk [212.58.253.67]
Trace complete.
Should I be worried yet or is this all normal? Thanks.

Your speed will fluctuate during the first few days. BT say it takes 10 days to "train" your line. You just need to leave it alone during this period. Do NOT switch the Openreach modem off and on. If you previously had BT Broadband and are using the same homehub I would do a factory reset by pressing a pin into the recess button on the rear for about 20 seconds so that it reconfigures to Infinity.

New Infinity connect issues - please help

We are having ongoing issues with getting BT infinity installed to our new house. I really need someone that can actually help us find out what is wrong and how we can resolve the issues we are having.
It all started a few months ago when we ordered BT infinity and a new phone line to our new Chapel conversion house.
Initially there were some issues with the engineer being unable to get the phone line to the house. After numerous phone calls and several engineers visits, we these have now been resolved and we do have a working telephone.
The problem seems to be with the Infinity. Nobody can give me an answer as to why we have not yet got a connection.
When the phone engineer visited he said that he would try and connect the Infinity in the green box. – When he went to do this he tried to obtain our patching information and was informed that there was no live order for infinity on our number… As there was nothing more he could do he left.
We then checked with BT and they confirmed that we do have an order for infinity and that there was a problem that needed and engineer to look at. (We have a box and are paying for the service already…
We were told last week that an engineer was going to attend on Monday 13th Jan and that we definitely would have a connection by last Monday at the latest… - no engineer attended despite my wife spending her 3rd day in the house waiting for an engineer!
She phone BT on Tuesday and was told that there was a problem and she would be contacted by Thursday Morning at the latest. – Needless to say , No phone call!!
We really need to sort this connection out. Is there anyone who can take this and run with it until it’s sorted? – We are getting nowhere talking to random individuals who have no real history of our connection history.
Please Help!
Doug

Hi dougchapel,
Thanks for posting and welcome!
I'm sorry for the problems you're having getting set up on BT Infinity. I can help get you sorted from here. Click on my username and under the "about me" section you'll see the link to get in touch with us.
Cheers,
Robbie
BTCare Community Mod
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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?

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 Connection Problems

Hi, I recently got BT Infinity 2 at the start of the July after having enough of Virgin Media's awful service. When BT Infinity was first installed, the BT engineer said to me that I should be recieving around 60 download and about 20 upload due to how close I live to the exchange box. For the first few weeks everything was running fine, I was getting around 40 download, 18/20 upload and about 20 ping which was fine for me however after a few weeks everything turned awful.
Firstly, the connection speed dropped to 8/10 (sometimes even dropping below 2), upload to around 4 and my ping rose to about 80. The connection was also dropping constantly about 8 or 10 times a day, it would stay connected to the router however the internet would just stop working for 30 secs - 1 min then start working again. This happens on both wired and wireless. Also, I noticed that sometimes when others rang my house phone, my connection would stop working for about a minute (weird).
After putting up with this problem for over a month a half waiting to see if it returned to normal I decided to ring up the BT customer support line, the BT staff asked me to power cycle my modem and router to see if the connection improved, it didn't so the staff told me he would monitor my line as he could not see any problem and he would ring me up in 3 days. 3 days later my connection stayed the same and still no phone call, so I waited another week and then rang up again. This time after power cycling my modem and hub again to no avail, the BT staff organised for a BT engineer to come round and fix the problem.
The BT engineer came round and said the previous engineer had installed it incorrectly and that he had now fixed it. Yet again the connection was fine for about a week. I was getting 30 download, 15 upload and about 30 ping which wasn't how good it was at the start however was a big improvement over what I was getting before. However, yet again after a few weeks the problem arose again and my connection has gone terrible again.
Has anyone had this problem before and know anyway I can fix it?

It could be that you have an internal wiring problem.
A likely one (that I had) is that you have an extension wired from a junction box before the master socket. The extension had been fitted by the GPO 25 years ago: the wiring was appropriate then, but not appropriate for Infinity.
If so, disconnect the extension at the junction box. If you still need the extension, wire it into the master socket where it will be filtered. As a very temporary patch, try fitting an old ADSL filter between the extension and the phone.

Log files for BT infinity connection

Anyone able to tell me if i can get any log files from the BT infinity kit so i can see when it drops a connection, and what its reporting?
My draytek 2850vn allows this, so I want to compare with the BT kit to see if its a line issue or draytek modem issue
any advice appreciated.
I have the Huawei EchoLife HG612 modem and home hub 3
best wishes
andy

If you have a HomeHub the event logs should be under troubleshooting -> Event Log

Getting Infinity connected

I had an engineer booked for last Thursday, September 30, to connect me to Infinity but didn't arrive. I have spoken to 0800 111 4567 four times but although they have been very helpful am still waiting for another appointment. I received four emails and one text informing me that the work was successful and is now active. Can anybody help me get connected to Infinity as I get the feeling it might go on for some time before getting sorted?
Solved!
Go to Solution.

Same problem, really not happy with BT.
Set up nearly three weeks ago, appointements all booked, checked the website in the run up to the original appointement to see it had been changed, no email, just me checking so then had to re-book another time off work for three days later. now with an hour left of my alloted time on Friday no one had turned up, no phone call, text, email, change on the BT website. So i rang you up!! No, sorry, there has been a problem, no one will come today, re book again (going to the back of the que again) and waste another day off work for a week later. The lady said sorry they did not come but they deffinately will be out next Friday. Really....
So, i book next Friday off work, which at short notice is not something i like to do. So then, a phone call on Saturday, sorry but we have to switch something over that will not be done until Tuesday!!!! What do you have to do??? So my third appointement will have to be cancelled? WHY, if whatever you have to switch is done by Tuesday, why do i have to loose my third booked appointement??? i have the Home Hub, so Why?
Please tell me how this is acceptable, and why you have so little regard for people jobs and ability to re book six hour periods at the drop of a hat. So i cancelled it. Why should i have to be messed around by BT. No "is their something we can do? just ok, i will cancel that for you now, in the way that it means less work for him on the end of the phone. So i take my 10 year internet and 26 year phone custom to sky?
Terrible service.

BT infinity connection

Hi I updated to bt infinity but it just has an orange flashing light. I have followed all the instructions, my phone line I fine the previous hub worked on it but I checked it anyway. My activation date was yesterday. Does this mean my new hub is broken or that I've not been connected yet? Or something else.

I hope you have more luck than me with this pathetic service, I've not had a fully working service since changing to infinity in mid December and they fully disconnected me on 26th January.
I can't have any Internet connection but, BT don't mind me paying them £50 a month for it.
This is the problem with this monopolistic monster of UK communications!
Ironically I saw the government advert for the roll out of faster broadband last night. If only they knew just how bad this service is.

Infinity connectivity

My infinity is constantly switching between on and hotpot access. I am really struggling to use my baby monitor! Here is the hub info. Can anyone give me some advice?
1. Product name:BT Home Hub
2.
3. Firmware versionoftware version 4.7.5.1.83.8.204 (Type A) Last updated 13/01/15
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:08:59
6. Data rate:6476 / 26291
7. Maximum data rate:7893 / 33298
8. Noise margin:5.8 / 6.2
9. Line attenuation:27.7 / 26.6
10. Signal attenuation:27.8 / 24.2
11. Data sent/received:0.2 MB / 0.2 MB
12. Broadband username:[email protected]
13. BT Wi-fi:Yes

You can try fixing this by turning off Smart Wireless and splitting the 2.4 GHz and 5 GHz bands. To do this:
1. Go into your advanced settings on the HH5 and select the wireless tab.
2. Then select the 5GHz tab and select NO to "Sync with 2.4 GHz:".
3. Then choose a new SSID by adding "5" to the existing one, so you can tell the difference between 2.4GHz and 5GHz bands.
4. While you're there change "Channel selection:" from "Smart wireless" to the current channel.
5. Then press the "Apply" button.
6. Then choose the 2.4GHz tab and change "Channel selection:" from "Smart wireless" to the current channel on 2.4GHz.
7. Then press the "Apply" button again.
Now on your devices you can select which SSID (which 2.4GHz or 5GHz band) to connect to.
If you found this post helpful, please click on the star on the left
If not, I'll try again

Can I host a website on my BT Infinity connection

Hi,
I was wondering if it was against the T&Cs to host a website on my unused Home PC using the HH5 and Bt Infinity?

Taha wrote:
Hi,
I was wondering if it was against the T&Cs to host a website on my unused Home PC using the HH5 and Bt Infinity?
No its not against the T&Cs, but you have to remember that your public IP address is dynamic, and you will have to use a DDNS service like DynDNS to keep your hostname updated with your IP address.
I run a webserver on an ADSL connection, as shown in my signature below, and here
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.
Your website must not be of a commercial nature, as that would be against the BT Residential Broadband T&Cs.
You also need to be aware of any security vulnerabilities that you may introduce to your network. If you can keep things simple, and avoid scripting and ASP/PHP, that will help a lot, as most attacks are against these services, if not fully secured.
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.

Changing Infinity connection (installation) to a d...

My modem/router has a wired connection (initial setup/installation) to a desktop computer which had a CD drive but I am now planning to sell that computer and switch the main connection to a laptop. All other devices are connected to the internet wirelessly (laptop, mobile phones). Would I be able to remove the ethernet cable that connects the router to the desktop and still have the broadband connection function fully? If it doesnn't, how would I be able to download the installation software to my laptop. Can they be downloaded from the BT website?
By the way, I don't intend to buy a CD/DVD drive just to isntall Infinity.
Appreciate the help. Thanks

your conenction will be ok when you remove the wired pc the forum recommends not to use the cd anyway and it's not need to get your infinity to work
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Slow Infinity Connection

Since having my Broadband upgraded to BT Infinity in June 2013 it has been running well. Normal Download speed 38MB and Upload speed 8.5MB.
This week it has been woefully hit and miss. Today it's taking ages for web pages to appear. I have tried various speed tests websites. My Download Speed is anywhere from 1 to 25MB but no speed test has been able to complete an Upload speed test. I get a message saying "Unable to to complete test, error while trying to read upload file".
There are no reported service issues in my area. What has suddenly caused this problem? I have two PCs connected to my Home Hub 3 via ethernet. They both have the same problem.
I have restarted the hub many times, restarted my PCs, nothing helps.
Any advice gratefully received.

On Saturday I was told by the BT Helpdesk there was a fault on my line and they would escalate it to the engineers. Yesterday, Sunday, I had no Broadband service all day, the Broadband light on the hub was constant orange.
This morning it was still orange but turned blue about 8.00am. Naturally I assumed it had been fixed. I was wrong. I have had an email from BT telling me it is being attended to and I can check the progress. I just did that and it tells me that the fault will not be cleared until 7th November.
I have just run the BT Wholesale Speed test and got 37.67Mbps D/L & 0.22Mbps U/L, Ping 220.25ms. Why the download speed improved in normal mode after running it once in safe mode I don't know. The upload speed in safe mode was still very poor, only the download speed improved to normal in safe mode.
I haven't tried the other PC but would assume it's the same. Both PCs are connected to the Home Hub via separate Ethernet cables.
I've not installed any new software recently. There must be something wrong if it going to take BT until the 7th Nov to fix. This is no way to treat its pensioners.
As long as I have some sort of connection I can get by for a few days. Thanks for all your comments.
I will report back when fixed.

Considerable speed drop with our Infinity connecti...

Hello all,
First time forum user, looking for some advice!
Ok, so we had Infinity installed probably 8 months ago and have been really impressed with the speed. We've consistently gotten very high fifties for our connection, maybe 60mb or so at 2am on a Thursday!
Lately however, our connection has dropped to around 12mb - it also seems hugely inconsistent and at the moment we're unable to buy a movie from iTunes as teh connection seems to clog up almost instantly. This situation has been ongoing for about a month or so. (no hardware or software changes at all in this period)
So far I've tried;
1. Resetting the Modem and Router completely, several times to no avail.
2. Changes wireless channels, seemed to make no difference at all.
3. Checking all connections, no issues (setup has not changed at all since installation)
4. Tested different speed test, BT says around 10-12 - same for ThinkBroadband
Other oddities seem to be a reduced wireless speed around the house, last week transferring stuff between my Mac and NAS was horrendous - what would cause a sudden wireless speed dropoff? Another oddity is a regualr random sign out of the PlayStation network, may or may not be related?
In terms of hardware, I'm running the standard Inifinity setup, with a HH3. We have a number of Apple devices using the connection, and I use Macbook Air - which I mention due to its lack of ethernet port, which seems to be a real showstopping issue last time I called the support desk - basically the chap implied I was unsupportable running a Mac..!
So folks, where on earth do I start with this one!

It could be a faulty Homehub. To try and establish this you will need to use a computer with an Ethernet connection to do this.
Make a direct connection with a computer to the modem which will eliminate the homehub. Follow this guide to do that. Use your computer as normal and run a speed test as per the link http://speedtest.btwholesale.com/ and post the results.
Guide to eliminate Homehub:
Step 1: Remove the homehub from the modem
Step2: Connect your pc/laptop into the modem using LAN1 port
Step3: Open network and sharing centre on windows and click set up a new connection or network
Step4: Connect to the internet then click make a new connection Broadband PPPoE
Step5: Username [email protected] and the password as BT
Step6: connect, If it doesn't,keep pressing try again until it does.

Infinity Connection at EH4 1HW

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