Infinity phone line.?

I am having Infinity installed on the 20th July,and have been assured that a new line will be installed before that date so that the OR engineer can do his work.
I still have not had the line installed to my home,is this ALL done on the 20th.?
Or should it be done before my infinity install date.?
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Just to update this thread:
I had the phone line and Infinity installed on the same day,today 20th July as was promised,in fact 3 OR vans turned up at 11AM even though my install time was in fact 1-6PM.
One guy installed the phone line while the other 2 got on with some work at the cap box down the road,they all had a chat over tea,and the job was finished at about 12:30PM and activated.
They installed an HH3,but I have swapped it out for my Belkin N1 router since they left.
Speeds so far are 37/9 and holding.no jitter or packet lose and ping approx 10-20ms.

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Moving a BT Infinity phone line

I have a Home Hub 5 with a BT Infinity line and the line enters the house on the ground floor at the main socket, where the router is currently located. Having just had building work done I want to move the socket upstairs but am not sure if the Home Hub will work off an extension lead from the main socket or whether some additional wiring is needed. Do BT still come out and move phone lines or is this a job that our electrician can do?

Hi nrt,
Welcome to the forum and thanks for posting, you'll need a data extension fitted as normal extension wiring can no carry the faster speeds. Check out BT Infinity Data Extension Kit and let me know if you want to organise this through BT.
Cheers
Neil
BTCare Community Mod
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HT1178 I have BT Infinity at home with the BT modem connected to the phone line and then to a BThub which delivers the wif signal. I have purchased an airport extreme to improve wi fi strength if how do I connect up to hub it states connect modem to WAN o

I have BT Infinity at home with the BT modem connected to the phone line and then to a BThub which delivers the wif signal. I have purchased an airport extreme to improve wi fi strength if how do I connect up to hub it states connect modem to WAN on back of Airport Extreme.
Instructions do not mention connection to BT Hub and the BT modem has only one output which you dicsonnect from Hub and connect to airport extreme leaving. Once you do this Hub has no signal.
How do I rectify
Paul

you can also set up the Airport extreme to extend the wireless by hitting the wireless tab in the airport menu then click the drop down menu to select extend
Apple's "extend" function is a proprietary setting that was designed to only work with other Apple routers.
It would be extremely unlikely that this setting would work with a BT product, or any other manufacturer's product for that matter.
But, I haven't tested this with a BT product...and I suppose anything is possible.
Still, I would be extremely surprised if this worked.
The AirPort Extreme might "join" the BT network if you try this......but the AirPort does not provide any additional wireless signal coverage when it "joins" a wireless network. In fact, it really does nothing when it "joins" a network except enable the USB port.

Can i still use a care call phone line with infini...

hi i have placed my order for bt infinity i have been thinking i have a care call phone for my dad which connects to the phone line via an adapter, can i still use it with infinity?
or will the phone socket take away the compatability?
thanks
mark

If your care phone adapter is plugged into your BT socket,then if you get infinty installed I think that the only thing that the engineer will update is the master socket.
He/she should fit a new faceplate to the socket for the infinty data line [it has 2 outlets],you will still have a normal phone outlet,and I think that your care phone adapter can be used as normal.
But others might not agree.
Keep an eye on this thread as pthers might post thier responces.

Phone line and infinity

Hi all
Please excuse this question as to some it may be glaringly obvious, but I have been interested about Infinity and VDSL on a phone line.
Scenario: Customer lives 2km from the exchange. New FTTC cabinet is installed 100m from the customer.
This means that the VDSL signal only has to travel the last 100m (or thereabouts) to the customer.
It would not be good to "energise" the whole 2km of cable with the VDSL signal so is there some kind of filter to stop the VDSL signal going back up the 1900m "pair" to the exchange?
Thanks
ptan
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The way I understand it, and the most efficient way too, is:
From the exchange, an optical fibre bundle runs to the cabinet. This transports both broadband and voice service - it's got enough bandwidth for everything and then some.
From the cabinet, copper twisted pair wires run to every house serve by that cabinet. There is a DSLAM in the cabinet which interfaces between the optical fiber to the exchange and the copper to the house, for the VDSL2 service.
So the VDSL2 is from each house to the cabinet, and from the cabinet an optical fibre bundle runs to the exchange. Meaning there is no more a live copper wire connection from exchange to cabinet - this would be redundant.

Phone line not working but Infinity is Fine

We had a huge thunderstorm last Monday, which caused a power cut.
Since then, our phone line is dead (it just makes a clicking noise), although if you ring our number, it appears to be ringing (which it isn't).
However, BT Infinity is working even faster.
I did the on-line check of our service and it says there is no fault, and so if I call out a BT engineer, it could cost me £130!!
I'm sure it isn't working, as I've tried an old cordless phone (which I haven't used for years) and I still get the clicking.
I've read that one of the wires may be dead, but I don't know what course of action to take.
Any help or advice will be greatly appreciated.
Rich
If you found this information helpful, please click the star to the left of this post. If the reply answers your question then please mark as ’Mark as Accepted Solution’

RichRolls wrote:
I have checked our telephones in the test socket, and they work fine, but not through the normal socket!!
Then there is a fault in that socket, which Openreach will charge to replace. They go faulty quite often, but you can replace them yourself.
You can get around the problem by plugging a microfilter into the test socket, and then plugging the phone and broadband into the microfilter.
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.

Has Infinity killed the phone line? PLEASE advise ...

Please advise on this connection problem if you can, it is causing much stress for my elderly parents. They are worried about a £129 charge for calling out an engineer, as far as I can see the engineer's visit would qualify as free but I need a more informed view.
Apologies if this all appears a bit longwinded but I know details can be important so will tell it as fully as I can!
+++++++++++++++++++++++++++++++++++++++
My parents had BT Infinity 2 with HomeHub 5 installed a week or so ago. I couldn't be there for the installation so the night before I disentangled their current HomeHub 2 and associated cables from other equipment and left it, all still connected and plugged in and working, in the middle of the spare bedroom floor (where the new installation was to be done) so the engineer would easily see what was already there and what he had to deal with.
On visiting the evening after the Infinity was installed, I was told that they had been having terrible problems getting their laptop to work wirelessly on the new connection and had earlier been on the phone to BT for an hour trying to sort the issue. When I looked in the bedroom I found the old hub all still plugged in and transmitting, this was apparently confusing the laptop, I completely took out the old hub and then the laptop found the internet no problem.
So it all appeared good, the next morning my parents then went on holiday for a week and when they got back yesterday they found that there is no phone line connection. The broadband is fine, just no dial tone regular phone line at all. Dialling the home number from a mobile gets the normal ringing tone on the mobile, but nothing happens on the home phone.
I tried taking the phone base station (Xenon 1500) out of the downstairs extension socket and plugging it directly into the new Infinity wall socket and still nothing. I took the cover off the wall socket and plugged the phone into the test socket inside and their is still nothing.
++++++++++++++++++++++++++++++++++++++++
Now I'm guessing the the phone line was still previously ok after the Infinity installation because it was working through the old hub and when that hub was disconnected the line went dead at that point but no one noticed becuase they went on holiday right after that. I can't try reassembling the connections the old way to see if the phone works because I'm not even sure where all the cables went to!
But shouldn't plugging the phone right into the test socket be a clear test of whether there is a fault with the line? But there is no dial tone at all. Is it possible that by disregarding the installed phone line and hub the engineer has neglected to do something to make the new line work for the phone?
As I said, this is causing quite some worry so any hints would be much appreciated.
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Well I have somehow fixed it, I took out every cable and extension and started over and the phone line is back. I'm not sure but it may have been because the ADSL filters had been left in the line and I have read that the fibre optic line doesn't use them. I really don't know though, so only mention it in case someone in future searches the forum and sees this thread. Try taking out ADSL filters if the installation engineer hasn't done it!

Phone line fault now infinity is stuck in the slow...

Hello,
I got infinity Installed about 3 weeks ago. BT estimated that I would get around 12Mbit/s however after the install I was sync'ing at 40Mbit/s (the engineers test equipment verified this) and my real world speed test results were usually around 38 Mbit/s on average. This was the case for a couple of weeks.
Then 10 days ago my telephone line developed a fault, I had no dial tone and could neither make or receive any calls. The broadband still worked but had slowed to around 10 Mbit/s and my ping times have increased.
I believe this was because the DSLAM in the cabinet had reduced the speed, because of the bad line conditions, so that it could maintain a working circuit, albeit slow. I logged a call to have the voice service repaired, and it seems to be good now.
However the speed has remained slow, I have spent a long time on the phone to the indian call centres and spoke to some of the ladies in the UK but haven't got much help with the slow speed problem.
I have been told to reboot my router and OpenReach modem more times, carry out more speed tests, place the modem and router facing north-west with some lighted candles, during a full moon, but to no avail.
I have read a lot about profiles and people having exactly the same issues after faults etc. and suggested this to the help desk people but it doesn't compute with them.
What could be wrong here, it was fine until the phone line fault and now is slow, it's hardly a coincidence ?
Can my profile be reset so that the modem will re-train again? Surely if I was to disconnect and a new customer get connected to that port in the cabinet then it would have to re-train, it wouldn't just give them my speed especially if they were to live beside the cabinet?
I have been told everything, you wouldn't believe and BT don't care because it's working.
Any help gratefully received...
** Slight update ** a girl on the help desk earlier said she would increase my upload up to 10 because it was set at 2Mbits/s and now at 00:10 hrs my speed tests reveal that my upload is pulling over 8Mbits/s
So I definately think my downstream should be capable of what I was getting before.
Power Ranger
I.T. / Telecomm's Engineer

Update.
I had arranged for an OpenReach engineer to call out to my house to have a look at my slow speed issues.
However on the evening before the planned afternoon visit from the engineer, my broadband service has started working normally again. I carried out several speed tests that evening, and indeed it seems to be working at the speed that it used to before my telephone line fault.
Perhaps someone has looked at or reset the profile remotely, but why would they do this now, especially the evening before a scheduled engineer call. If this is the case, they should have done that several weeks ago.
or
Perhaps the DSLAM has done this automatically, by figuring out over a period of time that the line is of good quality now again, and can support faster speeds, and has increased the speed to what is was before my lline fault.
I had been advised by technical support to restart and reset the equipment fairly frequently, early on, however I haven't done this for about a week now, and have just left the equipment alone.
Perhaps the equipment needs to be 'up' without and restarts for the DSLAM to restore the initial speed, or perhaps the it doesn't mind equipment restarts - it still knows the line is good and there is a 'wait' period before it restores the speed again.
Anyhow, since my first line fault, even after the fault was fixed, BT have told me that the initial fault is still open and that more work needs done, I told them the voice part was working ok again.
I looked outside my window this morning and BT contractors are digging up the small aluminium pedestal which contains the connections for the street. I don't mind this, there were faults coming off that small box thing. Hopefully they will replace it with something better.
Hopefully my service will still be working good when I get home this evening, after the work they are doing in the stree, and hopefully I won't have to go round the loop again with slow speeds DOH!

Problem with phone line not working when BT Infini...

I have a weird problem I have no Broadband and no my phone is dead, however when I take out the Broadband cable from the socket my phone line then gets a dialing tone but still no broadband. Does anyone have any ideas?

Try a different dsl cable. Sound like either the cable or the modem is shorting somewhere.

How difficult can it be to get a phone line instal...

First of all, for a communications company, BT are shockingly bad at communicating with their customers!
We ordered a home move for our phone line and Infinity services back at the start of Dec, and had an activation date of 19th Dec. The engineer duly turned up on that date and set about the install. The single socket in our house was not where we wanted it (no power socket close by for the broadband router), but he would see about moving that and all was good so far.
However, the engineer was struggling to get a tone on the line and after much to-ing and fro-ing and calling another engineer who was nearby, decided that the actual wires to the house were damaged somewhere between 30m and 250m from the house and as he was not qualified to do any underground works, he was going to pass the job onto another engineer. The next engineer duly came next day (on a Saturday no less!) to get us up and running. No dice. The engineer could not find the break, and we would have to get a new cable put in.
Now, apparently when our house was built the telephone cable was not put in with any ducting and ended up being concreted into the wall! So we would have to get new ducting and the works installed. He then went to paint up the pavement where it needed to be dug up to put the ducting in etc. Except the pavement was covered in leaves, so he sprayed the leaves. Hey ho - I knew where he had painted and I would be able to direct the guys if necessary. As the was the Saturday before Xmas, he was doubtful if the contractors would be before the New Year. The engineer did however get the broadband connection available.
Roll on the New Year and it's a stoney silence from BT, until the morning of the 13th Jan, when a contractor appearred at the door to say he was here to put in the ducting. I pointed out where it was going and left them to it. I glanced out of the window after a while to see they had made a 2ft gap in the hedge at the wrong side of the garden! I also watch in disbelief as one of the guys loaded his wheel barrow with spoil and wheeled it into the woods across the road and dumped it. These guys were the "dig things up" gang, another team were the "filling in" team and they would be along shortly to fill in the hole and re-lay the tarmac on the pavement. However, we at least now have the ducting from the street the house with a rope in the duct to allow a cable to be pulled through. Progress of a fashion.
A few days later, the hole was filled in and the pavement tarred. It then took a full week before another engineer turned up to actually pull the wire through the ducting and connect us up. Except he couldn't because the rope was jammed. So he passed the job back to somebody else. Then 2 days later engineers 5 and 6 turned up with a rodding wire to free off the rope. They couldn't free it off. They did work out that the ducting was probably dislodged by the "filling in the hole" team, thus trapping the rope. This would need the pavement dug up again to reset the ducting. Oh joy.
So, imagine my surprise when another engineer turns up one morning to install our line to discover he couldn't pull the rope through, then another engineer turns up in the afternoon to do the same , followed by yet another engineer the next day!
Meantime, the only communication from BT on the whole matter is when we call them to be told it is all in hand and it will be completed "in 2 days time", or we receive a text message saying they tried to call (no missed calls), and would try to call again in 3 days, do not call them back.
So far in this saga we have had 13 people at the house, not getting us a phone line, in nearly 8 weeks and absolutely terrible communication from BT.
A call to BT at the end of last week resulted in a promise that we would be fully installed by yesterday at 8pm.
I called BT this morning to be told that the external works will be completed by this Friday and they would then call me back to arrange an appointment for the engineer to come and do the install next week!
The only saving grace is we do have an internet connection (pretty vital for me as I work from home!) although I do have an extension cable running across my hallway and we have not been getting charged for line rental for the past 2 months.
I was told today that we should be getting compensation, but to be honest I am not bothered about that - I JUST WANT A PHONE LINE INSTALLED!
Rant over (for now!)

Hi smert,
I am sorry about the delay in getting your phone line on. It definitely sounds like you have been going through the mill lately with all the work being done and still no phone line.
Please send me in your details using the "Contact The Mods" link found in my profile and we will take it from here.
Cheers,
OlgaC
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 that 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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Issues ordering with 2 phone lines on one account.

After being on the phone for half an hour on Friday the woman seemed to understand everything but we got no confirmation message so I called again today and after spending an hour on the phone was told to call back tommorow.. Not getting my hopes up of it working.
The lady didn't seem to really know how to place orders when we had 2 diffrent phone lines on the same account.
Currently we have 2 phone lines, one without broadband and one on BT Broadband "Upto 8Mbps" and recently Infinity became available in the area. We want to get Infinity setup on the line that has no connection and once it is up and running cancel the current Broadband and the phone line it is on. I understand this will incur a £30 fee to remove the broadband (not sure if theres a further fee to cancel the phone line, the lady didn't mention one though).
On Friday the lady we talked to also said we would have to pay extra to keep the current call plan with Infinity doing this method but the lady I talked to today didn't mention it.
The forum mods are pretty good on here so I was hoping they could sort it out as I'm starting to lose hope..

After spending about an hour on the phone today it seems we got it sorted out.
Apparently you can't have 2 broadband packages on one account even with 2 phone lines so we had to get a seperate account setup just for the Infinity broadband. Once we cancel the old broadband though apparently we can merge it together and the price will go from £30 down to £26.
We wasn't given the account number for the new account but I assume it wont be an issue when the time comes to merge the accounts (however we do that I'm not quite sure).
But we got the confirmation email so I assume everything is okay... The Openreach engineer will be coming a week later than the original date we had planned but it will do I suppose.
Thanks

Problem with phone line after installation of BT I...

Hi,
After persuading my dad (86) to switch from aol to BT infinity he is still without a working phone line. The phone line worked perfectly before switching to BT. Bt infinity was installed 5 weeks ago and ever since then his phone line developes a loud buzzing noice then breaks up completely after about 1-2 minutes into a call. Has been reported to BT several times, 4 BT engineers have been out to try and fix the problem without any success. We do not seem to be getting anywhere with BT and do not know what to do next.
Any help/advice would be gratefully received.

Hi I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days
They are a UK based BT specialist team who have a good record at getting problems solved
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Loss of phone line, no dial tone but broadband sti...

I have looged a fault with bt for this issue VOL012-*********, but no engineer turned up yesterday to look at it. I have tested 2 different phones in the master test socket and still have the same problem, no dial tone but broadband is working ok. How do BT get away with treating its customers like this?

@Scardy, this is exactly what happened to our phone line last September! The phone line was just mush, there was no dial tone, but we were able (just) to send email and look at certain web pages, but it was painfully slow. I tried everything, like you, no improvement. I got in touch with BT, they said there was a fault on the line, I said 'it's been fine for years why now?' BT sent an OR engineer, he turned up on time, it was a very enlightening time for me to be sure! He showed me the 'drop cable' that the phone signal came into our property on - 50 years old! Rubber outer, two strands of copper cable with cardboard insulation between them! I also found a big cut in the cable on the wall of our place, for the life of me that looked like vandalism. He arranged for a new armoured cable to be put in across our front lawn, and hey presto, all was well! With the confidence I had in that, we've got Infinity now, a new master socket and there's no going back. I hope this helps & it all gets sorted out out quickly for you.

How can I tell if my phone line is connected to a ...

Hi, I have been trying to find out if my phone line is connected to the street cabinet or directly to the exchange as the checker says I am unable to get bt infinity. The house 2 doors away seems to be able to get it and having looked at the spreadsheet (google fusion table) it says that 42% of line on my postcode are enabled. Is there a way of finding if I am in that 42%. My postcode: tn104pb Hope someone can help Thanks

DeanM wrote:
I vaguely remember being informed that something like 4% of telephone lines in the UK are EO - I'm afraid I don't have any references with which to back that up though
Having worked in that part of the network for many years, I don`t think I remember any personal customers on EO cables.
Office blocks, or old established businesses in city centres, were the only ones. That would account for the 4%.
The lack of flexibility was the main issue with EO cables, with the volume of "churn" of domestic customers, it would not have been practical.
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.

Crackling phone line and broadband disconnecting

I'll try and keep this short as i have no intention of wasting another 4 hours of my life trying to explain how disappointed i've been with my BT Infinity broadband.
I have recently come to the end of my 18 month contract so was looking for a new provider. I have been getting speeds of 10MB for a while, when i should be getting much higher download speeds. My phone line has always crackled badly and whenever i use the home phone the router resets itself.
I made the decision that if BT could rectify any problem with my speeds i would stay with them. I have basically been told that the problem is in my house. There is no problem whatsoever with my phone line so any engineer visit would cost me a fortune.
After using the BT line test/speed test it tells me that the speeds between my home and the phone exchange (0.7 miles away) is just under 10Mbps. Does this mean that there isn't anything wrong with the internal set up of my broadband and if so why did none of the several people i spoke come to this conclusion? I've been paying for the 76Mbps service for 18 Months and not one person at BT has ever offered a solution just the same scripted rubbish that it is me that had the problem. Not only have i spent a fortune on the broadband itself, i also bought new phones on the recommendation of another BT "expert".
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I use the home hub 4. Yes it does have a filter on it and then the phone plugs into that. Tried test socket this morning and still getting crackling on the line.
Exchange IRLAM is served by Cabinet 8
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
FTTC Range A (Clean)
51.6
35.6
12.4
7.7
Available
FTTC Range B (Impacted)
43.9
25
12.4
6.1
Available
WBC ADSL 2+
Up to 18
15.5 to 20
Available
WBC ADSL 2+ Annex M
Up to 18
Up to 1
15.5 to 20
Available
ADSL Max
Up to 7
6 to 8
Available
WBC Fixed Rate
2
Available
Fixed Rate
2
Available
Other Offerings
FTTP on Demand
330
30
Available
Fibre Multicast
Available
Copper Multicast
Available

Infinity phone line.?

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