Infinity fault not fixed, engineer booking system ...
Hi,
I am just wondering if anyone else is currently in out position? Our Infinity service went down on Tuesday morning at 7.30 so I logged a fault straight away.. The DSL link is down (flashes or isnt there at all). We did all the power cycling etc at the time. I was told to wait 48 hours and every day since i have been in a loop of the help desk saying it is an exchange fault and will be fixed by 11 am, 10 am etc the next day and when it isn't i phone up to say it isnt and am told an engineer needs to call but the booking system is down and they will call back in an hour (or two) with appointment.. they never call back. the latest is that it was supposed to be up by 10 am this morning but nothing has changed. I am on the verge of cancelling the service as i feel like i am being misled as i cannot believe BT can't book engineers full stop for five days. Any suggestions for helping push this along will be gratefully received.
Brian
Solved!
Go to Solution.
When you ring up the tech help desk ask to be put through straight away to the complaints department to move this forward as all the help desk will do is run through that annoying script they have and NEVER listen to your problem you have and work each case with its merit.
By the sounds of things you might have one of the faulty Open Reach Modems. We have the same problem worked fine for 8 days and then just died took 13 days to get an engineer out. He walk straight in with a new modem in hand and swapped it out.
The fact that BT pour so much cash in to an over seas call centre with staff that are not fluent in the English language is baffling to me. I know many friends who have walked away from them due to this matter and unresolved issues. The capital they save by running like this is off set by the people and business they lose !!
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BT Infinity Apparently Not Requiring Engineer
Hi,
We recently ordered BT Infinity and we are expecting to receive it soon, however we were told that we do not need an engineer to install the BT Infinity service for us and that we would only experience a 30 minute downtime. We are still getting sent a homehub 3 but i am not sure if we are being sent a modem aswell.
We have never had any fibre optic services to this house before, and as far as I know we need a modem to get the service and the only people who carry those are the engineers. I am also fairly sure we need an engineer to check the master socket and possibly replace it and to make sure we are connected at the cabinet.
More insight would be great.
Thanks.orders fail occasionally you defiantly need an engineer visit all you can do is Phone sales on 0800800150 and ask them what has happened you should have been given a install date when you ordered if not that could be why it has failed
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Would be problems with purchases, billing, and redemption option. It's not 100% exact to your issue, but it will get you to the right department.
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Very slow speed. Reported but not fixed.
After having very slow up to 20mb speeds and constant disconnections I decided to go for infinity option 2 as I had so many problems with ADSL with constant calls to India and engineers coming out.
The engineer turned up as instructed and fitted the equipment. No problems there. He did say I was the only one to have infinity installed at my local cabinet.
Now the real problems started. I still have disconnection issues but not as many now. And the speed I am receiving is worse than my old up to 20mb service.
I have reported this several times (through the help desk in India !!) and some times an engineer comes out and tests the line, equipment, cabinet and telephones the infinity help desk as it appears they can do things remotely.
Each engineer that turns up says he is not trained to fix the problem and that he has done what he is contractually obliged to do and then leaves, stating to wait 10 days and see if the problem fixes itself.
So it appears I'm in a circle of ringing India and being told to wait 10 days or getting someone out who can't fix it, states to wait 10 days and then leaves with problem not fixed.
What am I to do.
Solved!
Go to Solution.After getting the mods involved and a fault being raised the fault still hasn't been fixed even through it states on the BT website report and track faults that it has been fixed. An engineer hasn't been out to fix it so I am confused as to what BT have done to attempt to fix my broadband problem
Seriously what do I have to do to get this fixed. It is unacceptable that I'm am paying for a service I'm not getting.
How is this posted screen from BT Speedtest accetpable for BT Infinity Option 2 with speeds stated as 60mb down and 20mbs up as reported by the enginner who fitted it.
Your advise will be greatfully helped as I have tried every option now and stil no fix. -
BT Infinity speeds not reaching the quoted through...
Hi, I'm after some collective advice (and maybe even some help) on my BT Inifinity connection.
Firstly the facts:
I live roughly 682m (in a straight line)/1.3km by road from the local exchange.
My BT INFINITY Cabinet is roughly 0.48km on foot (possibly twice the distance when taking the copper cable length into account).
On ADSL 8mb: IP Profile of 7mb with a throughput of 6.95mb maxed with Hub 2 sync'd at 8mb.
On ADSL 2+ 20mb: IP Profile of 17mb with a throughput of 16.5mb ish with Hub 2 sync'd at 19mb (BT Quoted me 13mb on the broadband checker)
(I Know ADSL is a whole different kettle of fish compared to Infinity, it's merely an example of how well my line copes with broadband)
On 20/09/11 I had BT Infinity installed. The Engineer didn't tell me what speeds to expect but I knew from the conservative BT Infinity checker i should get at least 32.7mb (DOWN). My upload is maxing out at just over 8mb (quoted at 6.6mb by BT). I showed the engineer a speed test i did then and there with him in the room - the results are as shown: (35.8mb Down and 8.14mb Up)
http://speedtest.net/result/1492182858.png
I was chuffed, even more so when it rose by the end of the day topping out at just over 36mb with the same upload speed. http://speedtest.net/result/1492351342.png
3 Days later my connection dropped and my throughput was showing as 32mb. I put this down to the DLM as i was still in the 10 day training period. But since then it hasnt changed and my IP Profile has been set at 33mb. On day 11 i power-cycled the modem and then the home hub but still no luck. 32mb is by no means nothing to be snuffed at but it seems speedtest.net is showing my speed wrong as i found out when running a test on BT Speed Test which showed me my Ip Profile of 33mb, but only acheiving a throughput of 30mb! So much for the "Your download speed should be: 32.7Mb".
So, i don't know if my initial higher speeds where my true speeds given that my line is very stable or if what i'm getting now is the best i can get and i got my hopes up for thinking i could still get much better than what BT quote me.Update:
Short Version: There was a 10v surge on my line that was causing my connection to be unstable.
Result so far:
http://speedtest.net/result/1528755806.png
http://www.pingtest.net/result/48425777.png
Long Version (Probably TL;DR so i apologise in advance):
Last friday I accidentally yanked the power lead out of the vDSL modem while trying to replace a dodgy Ethernet cable on my wife's PC - The Home Hub 3 is on top of her desk with the OR modem mounted on the wall above it.
As quick as i could i plugged the power back in, and it proved to be a godsend. My dsl light would flash, go dim and it would do it a few times before going solid green for about 10 seconds and then it would repeat. After a while I phoned Technical Support, who diligently read from their script and got me to check all the cables including the RJ11 from the modem to the phone socket - all while the dsl light was doing it's thing. It was irking me cause i had already gone to the trouble of diagnosing the cables and i knew it had to be one of two things; Either my line or the OR Modem. I perservered with the Inidan lady I was speaking to (She was being nice to i'll give her that) before she ran out of tricks and escalated my case to BT Wholesale and would contact me in 1-2 days to see if my connection was working.
Annoyed that she was about as much use as a silent movie to stevie wonder, i went back to trying to get my modem to connect which only got worse when the hub wouldn't recognise the modem being connected. The broadband light would come on as a steady orange after a failed connect attempt, but no PPPoE activation. I thought "great now my hub has gone up the tube".
Eventually after 7hrs i had enough, i unplugged both the hub and modem and took a five minute breather. I then started with the vDSL Modem, plugged in the RJ11 lead and plugged the power back in and low and behold, after a few tries the dsl connected. I gave it a minute just in case my modem was giving me false hopes. After seeing it had successfully connected i then plugged in the Hub and let it cycle through to the orange broadband light at which point i connected the infinity cable and got it all working again. I had reconnected at 30Mb/8Mb and thought the nightmare was over.
Next day (Saturday Morning), my modem had dropped to 22Mb/8Mb with an IP Profile of 24Mb and figured this was normal seeing as i spent 7hrs without any connection. I held my tongue and put up with it for the rest of the day.
Sunday Morning my modem had dropped again and reconnected at 20Mb/8Mb with an IP Profile of 22Mb... i was not happy and i still hadnt heard back from BT. Fortunately i got a call from BT Wholesale who then asked me what the problem was (an Indian guy this time - do we not have UK Call Centers anymore???) and so i told him, and through his thick accent i manage to discern that he had booked me an Engineer for the next day (yesterday).
Engineer turns up - A quiet Indian guy who asked me what was up and told him, and while he listened he acted like he just wanted to get done and go. So i left him to it. Credit where credit is due - he did a line test (both socket and test socket) and didn't find anything wrong and said he would go the cabinet and have a look see. It turns out there was a fault with my line but he was almost done for the day and passed it onto another engineer who was actually quite chatty, polite and a joy to talk to. He knew what was wrong and confirmed it with me, plugged a test device in to the phone socket and shot off to do his thing. 10 minutes lates he comes back and does the line speed test with his gadget (i have no idea what its called). While talking to him to he showed me what the gadet was doing and showed that my line is capable of 44Mb/15Mb - lolled. He told me i can get the full 40/10 but i didnt hold my breath. He told me what he was doing next and what would happen every step of the way. he rang me to tell me my IP Profile had been reset and it did right as i was talking to him - he was even curious as to what i would get. He told me it would take a while for my speed to increase and happy as pig in smelly stuff i thanked him whole heartedly and waited as i was still stuck at 22Mb but i had a ping of 21 on speedtest.net... i new my connection was vastly improved. Pingtest showed a ping of 18!.
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Have just installed ios8 on our iPad. Can no longer send emails via Hotmail. BT email says that if can't work on this device.
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ACR 7.1 RC Issue Not Fixed in ACR 7.1
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Windows Update Error Code 80072F8F! I Did All The Steps And Will Not Fix Please HELP?
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1.Did this error occur on a single update or multiple updates? please also post the update name in issue.
2.Please also post the steps you have followed to fix this issue.
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Stopping services pertaining to Windows Update
1. Click Start, click All Programs, click Accessories, right-click Command Prompt, and select Run as Administrator.
2. If you receive a notification from User Account Control simply click Continue.
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net stop wuauserv
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Please do not close the Command Prompt window.
Renaming folders pertaining to Windows Update
1. At the command prompt, type the following commands, and then press Enter after each command:
2. ren %systemroot%\System32\Catroot2 Catroot2.old
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-or-
3. You can manually type each command at the command prompt:
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regsvr32 c:\windows\system32\msjava.dll /s
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regsvr32 c:\windows\system32\actxprxy.dll /s
regsvr32 c:\windows\system32\shdocvw.dll /s
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regsvr32 wuaueng1.dll /s
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3. At the command prompt, type the following, commands and then
press ENTER after each command.
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exit
Please try the steps above, if the step failed, please post the error or failure information.
If there is anything else regarding this issue, please feel free to post back.
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I have an older version of Adobe Digital Editions (around 3 years old) and was very happy with it.
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But all the books I have bought over the last three years are in the old Adobe Digital and I cannot access them any more. When I use it I get the message "that the document is licensed to a different account. I can't even open the books on my computer.
When I go to my Kobo library, I cannot also not open my books and get the message "this doc is protected by adobe digital rights management and is not currently authorized for use with your adobe. please sign in with your authorized adobe id and try again"
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