Infinity Shambles.

I've been waiting in my office for a phone call from a BT manager regarding my botched internet since 10:30am this morning after waiting all day yesterday for a call.
I made my original order for BT Infinity on the 14th of April, the same day I request my MAC code from my previous provider. Around about a week later I recieved a call from BT and a voicemail was left regarding my order and an email saying my original appointment had been cancelled, obviously being concerned I thought I'd try contacting BT but was told the team dealing with my call were unreachable but would contact me again in two days.
Two days later i recieved a call and was told there was a mistake made on the BT side, something to do with duplicate orders (no one could tell me the exact cause) and I was told the only way around this was to move over to BT Broadband and make the move over to Fibre (this seemed confusing as I know a few people who have moved from the same provider over to bt infinty) anyways I decided to go with what promised knowing the process would take a little longer.
I was told my broadband would be installed on the 7th of May, a compatible router would be provided to keep me going and I would be contacted on the 8th regarding a fast track Infinty Install (including my online benefits, half price for 3months and £100 of Sainsburys vouchers).
On the 7th my broadband was activated but no Router so I contacted the online support who told me a router had not been added to my order but they'd send one out ASAP for delivery on the 8th, which I was fine with (what's one more day) since I've managed to borrow a friends spare router. I also confimed there was a note on my account about the promised phone call, so I was happy to leave it there.
On the 8th I recieved no call.
After yesterday I decided to contact the online support as they'd been very helpful the day before, lucky for me I also ended up speaking to the same member of staff who knew of my woes. I was promptly called by another department who I presume were the Infinty Sales team who then tried to sell me Infinity again, without the online benefits or knowing the saga. I eventually convinced the memeber of staff to arrange a call back from a Manager, I'm still waiting but I was told it's an 8hr SLA?
While I waited I decided to call the complaints line to express my worries/ frustration and query about cancelling the order if I don't get anywhere, I didnt get an answer regarding the cancelling of my order but was told the manager would discuss these option and the member of staff took an account of what's happened since no one seems to know whats been going on. I was also made aware the router which I still have not recieved is not compatible with the broadband but the Infinity.
Anyone else had similar issues, or can reccommend what to do? I don't want to wait a further 3-4weeks to get connected, I would like the online deal I originally signed up for and I don't want to pay for the usage of the BT Broadband since I'm meant to be on Fibre.
p.s. hope this makes sense

I finally received my phone call and this is the outcome:
1. I can cancel my order/ broadband.
2. I can complete the order over the phone and wait the 3-4 weeks for an engineer but wouldn't receive all the online benefits.
3. I can complete the order online (like I did in April) and get everything I originally signed up for but I'd be subject to a prorata bill for the broadband and the same 3-4 week wait.
4. I can wait for my "call" to be escalated to the complaints department which can take up to 5 working days (Friday 16th at the latest) but I obviously can't speak to them today because they don't accept calls and they'll be finished a 5pm. I don't know what the outcome would be of this, other than adding another 7 days to my wait.
Infinity offered me exactly what I wanted, but this experience has really put me off especially since no one I've spoken to is willing to go out their way to rectify the original issue/ order.

Similar Messages

BT Infinity Shambles

I switched to BT from TalkTalk around a month ago with the target of moving to BT Infinity when it became available in our area (Scarborough - YO12 6TG). The BT infinity website gave the target date of 30th June when it would become available. This was still the case up to the weekend when it has suddenly changed to 30th September.
I have contacted BT through online chat and telephone today and to say they were useless is an understatement. The online chat representative was down right rude and abruptly ended the communication when she could not help. The telephone representative was much more helpful but could not help either. He said that his system did not give a date for BT infinity at all for our area.
I know at least 3 people personally who already have BT infinity in the area. The telephone representative typed one of their details into his system and it said he could not get it until 30th July but he already has it. Come on BT, do you know what is going on with BT infinity in Scarborough because if you don't how are we supposed to know?
I feel very betrayed because I switched back to BT with the sole intention of switching swiftly to BT infinity and now I can't. Locked into a contract now with no better service than I had with my previous supplier.
Any help appreciated.

The end of March, June, September and December dates are just placeholder dates, not firm ones. Normally firmer dates appear when it is getting close to completion, although in my case it just changed to saying it was available.
If 3 people in the area have fibre then they could be on a different cabinet. Not all cabinets get done at the same time (my exchange was enabled for over a month before my cabinet went live).
Roadworks.org shows a couple of planned roadworks for BT in Scarborough. This could be Openreach putting in new cabinets.

INFINITY SHAMBLES - ANGRY CUSTOMER

Im angry.
I ordered BT infinity 2, a tv and phone bundle online in july.
I was informed today that despite having an order taken, a recorded transcript of the order taken etc etc, the order wasn't taken and none of this existed.
I was angry, so told the third person I was shunted onto, that my line wasnt good enough for BT infinity 2 and it had all been a huge error, I was made to feel by the people who dealt with me that its all my fault somehow.. I guess it is, my fault for thinking that this wasnt going to go wrong. I left virgin media and I'm totally regretting the decision. What have I done? No tv, no internet, just the phone (which i rarely use).
So, having put a bt line in, i have no extra tv and no internet. seeing as i work for myself with the internet (i work on websites) I am royally F*****. The broadband connection may be around 2 or 3mbps.. i was on 20 with virgin.. they tried to talk sense into me "bt will be rubbish".. no, I said, BT will be better. How wrong was I.
now ive been pushed into some garbage broadband deal which will take "a couple of weeks". I threatened to cancel and was met with "it will cost you around £100 to terminate". Considering the amount of work I will lose... I had little choice.
BT, you are a *********** of embarrassment. I will now be working in restaurants, friends houses and in my car leeching off wifi. Today has been a disaster that will threaten part of my livelihood. Goodness knows what will happen when I try and get the tv sorted, I guess the bt sport package will take a further several months to get sorted, but seeing as i didnt order it (I do, I have proof) why should it matter, job done for BT. I joined for free football, and look at me now. A sap with no free football, no internet.. haha.. what a **bleep** I am.

lump, please be aware the any BT Retail Residential services/products are not really supposed to be used for business matters and therefore BT Retail can't take any responsibility for any loss of your own business.
If having an Internet connection is a priority in terms of business then you would probably be best to get BT Retail Business broadband. http://business.bt.com/
In the mean time I would recommend using the BTCare contact form that NeilO has posted for you to contact The BT Care Team (mods) who will be able to help you.
Cheers
jac_95 | BT.com Help Site | BT Service Status
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Re: Homemover with BT Infinity - Shambles!

I am having the same type of shambles getting my phone/broadband sorted.
Now in US and unable to get through to the homemover team unless I call (which I won't as getting passed from pillar to post at international rates isn't palatable)
Just spent an hour on webchat, but they couldn't/wouldn't help.
Ref VOL012-*********
Being going on for a month now... Can someone here tell me if there's a way to deal with homemover via email or webchat?
Rory

Hi Rorytodd,
Thanks for posting. I can look into this for you if you wish. Drop me an email with the details, including any order references and address details. You'll find the "contact us" form in the about me section of my profile. Once I have the details we'll take it from there.
Cheers
David
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Infinity Order Shambles - Where to complain? What ...

Hi,
I've never had internet from BT, and the way it's looking I won't for a while either given the utterly shambolic performance over the last fortnight with my order.
Here's what happened:
1. Checked on the availability of fibre to my area through the BT checker site. It's available up to the 80/20 fibre. Great.
2. Ordered Infinity 2 with an installation date of this morning.
3. Realised the order system had substituted my old (2 1/2 years ago) address, 150 miles from my house as the address where the HomeHub would be delivered to.
4. Rang customer services on the day I left for my holiday and got it changed to my grandfather's address as there would be nobody to sign for it. I was told I'd get a phone call to confirm the delivery address had been changed that same day. No call came.
5. Next day I rang customer services as the order website still said the hub was going to my old address. They changed it again and said I'd see the order page updated later that day to reflect the correct address for delivery. Nothing changed.
6. Next day I rang customer services yet again as the order website still said the hub was going to my old address. They changed it again and said I'd see the order page updated later that day to reflect the correct address for delivery. Nothing changed.
7. Next day I contacted BT via Twitter and then via a web chat. They changed it to my actual home address as they said it didn't need to be signed for and could fit through a letterbox. They also confirmed that the appointment was all on track despite these problems.
8. On the delivery day I tracked the item with Royal Mail and it was indeed being delivered to my old address 150 miles away. I called my grandfather who said he's had one delivered in my name to him that morning!
9. Come today, the day for the installation and no engineer arrives between 8am and 1pm. No phone calls or anything so I sit there like an idiot all morning. I call customer services at 1pm who tell me that fibre is not actually available at all in my location and some "cage/cable?" - not sure of the word exactly, work had to be done and I would get a phone call on the 1st of July. After this call I will then be able to rearrange yet more delays in waiting for an engineer visit.
So if the fibre isn't available, why take my order? Is it really not available or am I being fobbed off? It definitely sounds like it to me. Other broadband providers I contacted before ordering with BT said the fibre was ready to connect up and were happy for me to go with them immediately. But I chose BT. Your product looked to be the most competitive and the also the best.
I would very much like to hear your response to the experience I have had, especially about whether the fibre is or isn't available and what will be done.
This has been the worst customer experience I have ever had, and I am a pretty patient person. You have the honour of being on the receiving end of the first real complaint I have ever made.
Yours,
Richard

Hi,
Just checked again and yes it is:
BT BROADBAND AVAILABILITY CHECKER
Telephone Number xxxxxxxxxxxxxx on Exchange COLLINGHAM is served by Cabinet 2
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
FTTC Range A (Clean)
79.6
59.9
20
19.6
Available
FTTC Range B (Impacted)
70.3
41.3
20
13.9
Available
ADSL Max
Up to 8
7 to 8
Available
Fixed Rate
2
Available

BT Infinity Ordering Shambles

Well, i'm on my second BT Infinity order and have the same problem as the first. If this one isn't fixed then I can safely say I will be giving up on BT and will not be joining you for Broadband, Phone or anything else, EVER.
Initially ordered BT Inifinty and Phone (leaving Sky) 29/12/10 for Engineer Install on the 17th Jan. Within hours, the order status screen showed "Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange."
Errr NO... BT have to send an engineer to connect Inifinty Option 2 at home, surely everyone knows this... Having spent over half an hour on hold trying to speak to someone who could help I gave up, sent a complaint via email and got a call a couple of days later. The Indian call centre worker had absolutely no idea what was involved with installing BT Infinity and promised to find out and call me back next day. 3 days later, I got a call back to confirm that a visit was needed but that one couldnt be booked. That led to my order being cancelled.
New order raised 07/01/11 for Engineer Install on the 24th Jan. I've just checked my order status and the screen shows "Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange". Well done BT - messed it up again...
I'm not prepared to spend hours this time trying to get through to some useless call centre worker who has no idea what Inifinity is only to find out that an engineer visit can't be arranged. If anyone wants to fix this order please let me know otherwise I will be cancelling and going to someone else for my Broadband service, even if it costs me more...

Hi JP123,
Welcome to the forum. Sorry for all the confusion over the engineers appointment.
Very strange that the online checker is stating that no appointment needed. You are correct, an engineer has to come to your home to install Infinity as an engineer is responsible for installing the Openreach modem. I can help you with this.
Please drop me an email to the email address in my profile. (click on my name and you will find the address under the "about me" section). Include your BT account details or Infinity order number and the link to this thread.
I will find out what is going on.
Cheers
Sean
BTCare Community Manager
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 :-)

KINGSWELLS BT INFINITY ROLL OUT SHAMBLES

Hello,
At the start of June you made progress in setting up the FTTC Cabinets arround Kingswells. mid way through june you dug a nice hole beside cabinet 12 in kingswells the hole sat there for 2 weeks while 2 other cabinets were installed. arround the end of june the hole was filled in again and KN Network services have never been seen since.
My mai

This is a BT Retail residential customer to customer forum. BT Retail has nothing to do with the installation of cabinets, it is Openreach who do that.
If you want to complain about the work being done or rather not being done by Openreach you need to contact them.
http://www.openreach.co.uk/orpg/home/home.do

Appalling customer service. Problem with Infinity ...

Placed order for upgrade from Bt Broadband to Infinity 1 on Tuesday 19th March. Was given installation date of Tuesday 26th March (Today). All started well when engineer arrived at 9am. He had already done the necessarys in the cabinet up the road so fitted the new master socket and connected the new modem to my existing BT Home Hub 3 (installed last march and been working OK ever since). Well all the lights on the modem came on OK but the hub would not connect to the internet, the 'B' was orange. Nothing he did would make it work. He went away after 2 hours, most of wich he had been on the phone to BT trying to sort out the problem to no avail. He came back a little later and sid that he needed to reconnect my old copper connection as another department needed to come out to sort it out. The impression I got was that they would be back later today or maybe tomorrow. How wrong could I be. Despite my landline being registered as my preferred contact number I later received a text message saying BT had tried to call me to tell me that my new installation date is Thursday 11th April!!!!! That's over 2 weeks away. I was fuming at this delay and not even being consulted as to whether this was convenient.
I phoned the 'helpline' number (laughably misnamed) and after going through the usual Indian call centre finally got through to a guy in UK who said that he could offer me a better date of next Tuesday, 2/4/13. Obviously I was still unhappy with this offer since as far as I was concerned they hadn't finished what they started today so my existing installation was still outstanding. Wrong again - BT has closed todays installation (how can they do that when they haven't finish????) and I have to wait for the next available date for a NEW installation.
Well, after a prolonged discussion and much banging of head against a brick wall I had no option but to accept the next tuesday date.
Why should I have to wait another week? I would expect them to prioritise my installation and sort out the problem ASAP not just push me to the back of the queue. I feel that now they have my money they don't care that I don't have what I ordered when I expected it and what can I do - NOTHING.
My thoughts are that there could be a problem with the fibre socket on my hub but as the engineer doesn't supply the hubs he couldn't try another to eliminate this. If I have to wait a week only to get someone turn up with a new hub, try it and it works, I will be absolutely livid. That could/should be done NOW.

Well thought I'd give you an update on my Infinity installation.
Quinn engineer arrived this morning about 10:30.
He had no knowledge of the previous aborted attempt to install Infinity last Tuesday. I had to fill him in on the story and the problems as I understood them.
He disappeared off to the cabinet to reconnect the fibre.
He returned. Connected everything up. Home Hub still showing orange light.
Looks like the fibre socket on your Home Hub may be faulty he says. Goes out to van, comes back with new Home Hub. Connects it and hey presto all is working wonderfully.
He left less than 30 mins after he arrived.
Of course I am delighted to finally be connected to Infinity but I am outraged that it was so simple to put right. I even suggested to the original engineer last week that it could be the hub faulty but he didn't carry a spare one to test it. He was going to try to get a spare hub but was told by someone at BT not to as it was unlikely to be the problem.
So I have had to wait a week for someone to fit a new hub when it could have easily been done last week.
My questions are:
1 - Why don't your engineers carry a spare home hub?
2 - Why was the original installation appointment closed when the job was not completed?
3 - Why did I have to have a new appointment (originally 16 days after original date), effectively putting my unfinished installation to the back of the queue when a 30 min visit the same day or the following day would have sorted it out?
4 - Why was the first engineer not allowed to get a replacement hub to see if that would help?
5 - Why when today's engineer arrived did he have no prior knowledge of the 'problem'?
6 - Why is the online order checker not updated? It has shown my 'new' appointment as Thursday 11th April right up to today. Wrong information is worse that no information.
I'm sure you can understand that I am far from impressed with the utter shambles that BT has created over this installation and think, at the very least, they should consider refunding my installation charge as a gesture of goodwill.
As I feel at the moment I am very unlikely to recommend any of my friends and family to commit themselves to a contract with BT.

BT Infinity in Wigginton

The checker says that my postcode isn't served even though TRING is enabled and a friend of mine just up the road has got Infinity. The FAQ suggests that cabinet information is available from 29th September but the page with the link doesn't show any cabinet information. Is such information actually available ?
How far from an enabled cabinet does one need to be before the service becomes unavailable ?
When I spoke to someone about it they said something about a computer problem and that it was uncertain whether it is available or not at my address. Seems a bit of a shambles!
Doug

you may get more information from this site http://www.superfast-openreach.co.uk/where-and-when/
if you see a yellow pin then click on it and you will be able to see infomation about your cabinet
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’

Infinity? - A never-ending total nightmare!

Are you thinking about getting BT Infinity? Based on our experience I wouldn't bother if I were you.
We had it installed a week ago - and we still DON'T have anything like the 40MB speed advertised, despite three engineer visits and countless phone calls (going through various option menus and layers of departments EVERY bloomin' frustrating time). In fact, we're still below the 15MB download speed that the engineers and call centre staff claim is "guaranteed" - and way below the 19MB minimum promised in our welcome letter. And, as for the upload speed, it's actually gone down as low as 0.04 - that's slower than the days of dial-up!
The whole experience has been a total nightmare - the BT Openreach engineers say one thing then the call-centre people in India say something else.
Yesterday was the worst - at lunchtime, the engineer (who couldn't get his meter to work) said he was going off to link us up to a different 'cabinet' closer to the house that would get us a speed of 20MB or even 30MB plus and that he would return. He didn't. And when I spent yet another half-hour getting through to the Infinity call centre, I was told that someone would ring me back in the morning between 8 and 11. No-one did.
Now got a fourth engineer coming tomorrow who (I am told) is a "fibre optic expert". Based on the shambles thus far, am not overly optimistic.
Will post an update tomorrow.
Frustrated of Bucks.
Solved!
Go to Solution.

massiemassive wrote:
Yesterday was the worst - at lunchtime, the engineer (who couldn't get his meter to work) said he was going off to link us up to a different 'cabinet' closer to the house that would get us a speed of 20MB or even 30MB plus and that he would return. He didn't. And when I spent yet another half-hour getting through to the Infinity call centre, I was told that someone would ring me back in the morning between 8 and 11. No-one did.
Now got a fourth engineer coming tomorrow who (I am told) is a "fibre optic expert". Based on the shambles thus far, am not overly optimistic.
Will post an update tomorrow.
Frustrated of Bucks.
Ha ha ha!!Thats even better than support saying "You have toooo many Icons on your desktop" I'm just gonna pop of and connect you to another cabinet.
Can't wait for your update.
Please please let us know, it all keeps us smiling.
Aside from that, lets hope they sort it out for you
toekneem
http://www.no2nuisancecalls.net
(EASBF)

BT Infinity - Installation Fiasco

Having responded to the offer to upgrade to Infinity from my "normal" BT broadband, over the last 5 weeks I have had 4 Engineer visits, all of which have completely failed to get the thing working. Open Reach (the ones who come round) blaming BT (the ones who have taken my money) describing them as " a complete shambles"
In the hope that someone from BT might actually read this, is there a way that someone could actually "fix the fault", "build your order properly", "do a lift and shift", "use port 601 instead of 604" or whatever it takes, and then tell the Engineer who turns up what they need to do to get this working?
I don't want to go through another wasted day waiting for someone to turn up (with yet another cardboard box under their arm) for them to stare puzzled for twenty minutes at the previous engineers wiring efforts , disappear to "The Cabinet" for half an hour only to return with the all too familiar, sullen, shake of the head, "don't work". "you'll have to get BT to fix it". "I'm sorry. Aren't you BT?" "No I'm Open Reach, nothing to do with me"
Dear BT, Please Please (me oh yeah) and give me my "80 down - 20 up" !!!!
yours hopefully...

Hi, welcome to the forum,
Sounds like your Infinity install has been a bit of a nightmare. I think the best thing to do is to contact the forum mods using the following link, they will help solve your problem, as they are very good at sorting out these types of issues: http://bt.custhelp.com/app/contact_email/c/4951

Llandaff, Cardiff BT Infinity speeds very slow

Hi
I am not in the least a techie person! I only know that after having had BT Infinity for some months with no problems, in the past few days it is crawling. Where once I could download a TV programme on iPlayer in a few minutes, my last attempt took one and a half hours. Music no longer streams, nor videos and a single image can take several miutes to download and save. I did a speed test and the download speed was 4.26 (8.07 up) with wild fluctuations. I don't know what speeds I had with Inifinity before but the system was certainly faster than this! BBC iPlayer on the TV can't playback more than 10 seconds at a time, with 20 second timeouts in between. All in all a shambles. I am assuming that the weather may have had some effects but is anyone in the know about this problem please? I'm not sure what to do next. Cheers, Karen

Thank you again. I ran the test, input my phone number as instructed. This was the result. Presumably that means call the BT helpline? :-( Can't say I understand the significance of the results re. IP profile. Duh!
1. Best Effort Test: -provides background information.
Download Speed
2.7 Mbps
0 Mbps
38.72 Mbps
Max Achievable Speed
Download speedachieved during the test was - 2.7 Mbps
For your connection, the acceptable range of speedsis 20 Mbps-38.72 Mbps .
Additional Information:
IP Profile for your line is - 38.72 Mbps
2. Upstream Test: -provides background information.
Upload Speed
8.58 Mbps
0 Mbps
10 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 8.58Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps
The test result has indicated that you should contact your ISP for further assistance.

New Infinity Order - As it happens !!!

I've just ordered Infinity (today) and I thought I'd track the order etc here for others to see 'live' what to expect:
As a precursor, I've had BT ADSL for many years, and no end of problems with the Indian call centre, but great experience from the users and mods on this site - the mods are the reason I'm staying with BT instead of switching to TalkTalk...
In Autumn last year my Infinity availability showed as available from end of Jan 2013 (and confirmed by email from Openreach), but in Winter this changed to an earliest date of End of March 2013 - not a problem, just have to wait. This weekend this changed to now available to order, so today I did just that.
My current set-up is adsl2+ unlimited, with minimal phone + BTVision unlimited. I wanted Infinity 2, + minimal phone + BTVision with Youview box. I have 5 months to run on current contract.
04/02/2013 - Called BT to upgrade. Approx 5 minutes on hold, but ok - everyone gets busy. Spoke to John who seemed very knowledgeable about his products and also very helpful. I was put on hold a couple of times for a couple of minutes, but eventually we agreed the following package, with prices as advertised:
New contract:
Phone - 12 months, prepaid so save £56.40.
Broadband: Infinity 2 unlimited (including non-throttled P2P), estimate 59Mbps down / 20Mbps up.
TV: TV Unlimited as we had before, but with new Youview box - free, but with £49 activation fee. (Not sure what he activation fee is for as I'm already on BTVision - advice happily received if this can be waived, but not a deal breaker if I have to pay it).
Installation date agreed as pm (1pm to 6pm) on wed 20/02/2013.
John could not confirm if my old BTV box and Youview box would work together, but confirmed that BT want to aim for multi-room so suspected that at some time this would stop working if it even started.
John also confirmed that my new youview box should work fine with powerline adaptors in the same way as my current BTV box.
First problem was that John can order everything except the Youview box - there is apparently a problem doing this for existing customers - John confirmed he'll call back within 1 or 2 days with the Youview order added on. I confirmed to him that this is necessary for me to complete my order - I won't accept the Infinity package with a 12 month contract then have to pay for a youview box.
Cancellation terms stated as:
I can cancel the broadband/TV service up to 17th Feb.
7 days to cancel the prepaid phone line. After this I'm tied into the BT line for 12 months which implicitly means I can't change broadband suppliers because they normally require you take their phone line rental. This is the critical path, so if my free youview box doesn't appear on my order page before this then I need to cancel everything and then re-order the complete set.
I'll let you know when/if John calls back and what the update is on the youview box and also the install date.
Cheers,
Alan.

20/02/2013 - Sixth undate.
Hopefully the last update. I was given the 1pm to 6pm slot and the Openreach engineer (Dave) called at approx 2pm, explained what he needed to do at the cabinet and that he'd be with me in 30 mins.
Dave was the same engineer who fixed my line in October and also fitted the new faceplate ready for infinity at that time. He tested the line speed and then connected the new modem to my hub - and viola, 75.1/14.9 connection (wired test) against an estimated 59/19.
I expect this to fluctuate as the line settles and also it may go down quite a bit but I'm extremely happy with this result.
Anyone else in the PO15 postcode, cabinet 18 - I was no.2 Infinity connection so there's plenty of space left for now.
So for everyone who is having problems - good things can happen using the advice on this forum. A few months ago I was so hacked off with BT I was going to leave. Now turned round to an extremely happy customer after a few months of good ADSL, flawless BTV (now Youview too) and an upgrade to Infinity with a new contract. All it took was a bit of patience to get my line fixed and get rid of all the noise.
Cheers,
Alan.

BT Infinity, Netgear6300 and Sonos

I have just swapped a BT HH3 router for a Netgear R6300. All PC's, tablet computers, phones connect fine to the new router with super fast connectivity on the 5G network. However when I hardwire in my Sonos system, everthing goes awry.
There is a Play 5 is connected to router, and NAS to the Play 5. 2 further Sonos amps connected wirelessly to the Play 5. I can no longer access internet radio, plus the various PCs and Ipads around the house start to lose their wireless connections (which go to "Limited Connectivity". If I unplug the Play 5 from the Netgear router the rest of the wireless network works fine, replug it in, network to the PC's. Also, when the system is connected up to the Netgear router I can no longer see the NAS from any PC's - reappears if I go back to HH3.
I've cycled the power on all the Sonos units/PCs etc between each router changer over.
The Netgenie app indicates that all the PC's connect fine to the router, it's more that the onward connection to the Openreach modem falls over when the Sonos is connected ?
Any ideas please ?

The 330/20 product was withdrawn by Openreach last month.
BT still advertise a 300/20 product (http://www.productsandservices.bt.com/products/broadband/packages?fttp=yes) so is either a mistake or capped upload.
My neighbour is on Infinity 4 and looking at his speed tests, it looks a capped upload to me.

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

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

Hi Robdeca,
I'll be able to help you with your connection. Please send me in your details using the "Contact the Mods" link found in my profile.
Thanks
PaddyB
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Infinity Shambles.

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