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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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.?
Solved!
Go to Solution.

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.

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.

Problem with phone line after moving flats

I have moved to a new flats 3 months ago. We transferred our BT line (BT is our phone and internet provider) to our new flat, internet works fine, but the phone line doesn't! We are not able to call anyone, or receive any calls. Is it something we can do to fix it on our own or should we call an engineer? Will it cost us anything if we call a BT engineer?
THank you in advance!
Elen

Try the self help guide first
Fixing phone faults
If you are sure the fault is not within your premises, then you can report the fault here
Reporting Phone Faults
Provided that the fault is external to your house, then you should not be charged.
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.

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
Solved!
Go to Solution.

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.

Moving neighbours phone line due to an extension t...

I contacted BT to move neighbours phone line due to an extension to my house. Asurvey was done and the estimate given to move it a few feet from where it currently is. My neighbour does not want the telephone line to be moved to the proposed new location and wants it elsewhere. Obviously this will cost me more money. Should I be footing the bill for this extra cost to move it to a place of my neighbour's choice.?

Can you expand on your question, are you asking if your neighbour should foot the rest of the bill or should BT or Openreach?
If you are expecting BT or Openreach to pay the additional charge for your neighbour wanting it elsewhere that isn't going to happen.
If you feel your neighbour should foot the rest of the bill then that is really something you are going to have to come to some sort of an agreement on with your neighbour but at the end of the day you are the one who wants their line moving for your benefit.
Also can I just ask, are you paying BT Retail to do a Lift and Shift or are you paying Openreach to do a Line Plant Rearrangement, I am guessing a Line Plant Rearrangement as you did mention a survey being done and the only thing you can normally order through BT Retail is a Lift and Shift of the NTP inside your neighbours property.

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.

Moving into a flat/new phone line

Hi, I'm moving into a flat on the 23rd April, and the people before are leaving on the 18th April.
There was a BT wall socket already in place which I noticed when we viewed it. Is there anyway I can check what I will need to do to have a phone line active by the time we have moved in?
Thanks

Hi Si_442,
Thanks for posting. You can place an order for telephone service here. There are a few options available for you to choose from. Let me know how you get on and if you have any problems drop me an email to [email protected] with the details and a link to this post for reference.
Cheers
David
BTCare Community Mod
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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 :-)

Post moved Phone-line

Post moved to Phones board http://community.bt.com/t5/Phones/Phone-line/td-p/877422
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’

BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.
Openreach would have given BT the next available appointment to do the work.
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.
Solved!
Go to Solution.

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!

Moving home - delay in activating phone line

I booked a home move for Wednesday 17th September 2014 and received confirmation phone line would be activated that day on new home. new home has BT line and Infinity for previous customer. However phone line has still not been activated despite contacting order updates three times and them telling me each time I will get an update from line activation team within 12 hours. Told that infinity will take until 1st October but I really need phone line urgently.
Can get dial tone on line so needs activation in local exchange?
Any ideas on how to get this delat with quicker?
Thanks
Dave

Hi DaveFP
Did you manage to get this sorted yet? If you need any help please use the 'contact the mods' link in my forum profile to send in your details. You can find the link by clicking on my username.
Thanks
Neil
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

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!

Moving the phone line to enter house in different ...

We woudl like to have the phone line moved so that it enters the house in a different location. Could someone give us an indication of costs involved so we can decide it it is more cost effective to use internal wiring or not.
Thanks

There is some information here http://www.openreach.co.uk/orpg/home/products/serviceproducts/timerelatedcharges/timerelatedcharges....
You would have to contact your service provider first, they would request a visit from Openreach, who would in turn do the work.
It is difficult to guess what the charges would be, but I would suspect they start at about £130.
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.

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.

Moving a BT Infinity phone line

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