My infinity installation experience

Well Engineer arrived on Friday bang on time & I was ready to explain where I wanted the modem & hub positioned. I even moved the sofa to give him room to run the "Data Extension Kit". But, he looked at me like I had 2 heads, basically said that was for me to sort out myself nothing to do with him. So I figured I misread something somewhere...
But(from here):
So you now need to think about how a Data Extension Kit cable (max 30 metres long) can run from your master socket to your new BT Infinity Hub. The engineer will install the cable and talk to you about the route of the new cable. They’ll tack it neatly to the top of skirting boards and run it around door frames, but are not allowed to run it under carpets.
I'm a little miffed that the Engineer side stepped this, and even acted like I was out of line asking about it!
On top of that after everything was connected he tested the line on Speedtest.net!? Surely, this isn't BT's idea of test equipment?
Anyway, moving on, 3 days in and I'm not overly impressed. On a wired connection I'm getting great download speeds upto 35Mbps but not very consistent, regularly drops to 12 & I'm only a few metres from the cabinet. The wireless performance is appalling: slow websites and speedtest's as low as .13Mb/s!!!
http://www.speedtest.net/result/1155769727.png
So much for smart wireless! On my old router a DG834PN (about 5 yrs old!) I manually selected channel 3 as having looked at the surrounding wifi networks in the area this was the least occupied and offered the best performance. Homehub3 keeping picking channel 6, 4 of the 8 neighbouring wifi are on channel 6, I've manually switched it to 3 and lo and behold decent performance again...
Anyway, that's my rant over, when it works it's great but when it doesn't it's painful!

The problem with the contractor saying they wont move the master socket is that is not true. The job is the same wether a bt guy does it or a contractor. If you get one that refuses to move the socket or run an extension, report them for not doing their job properly.

Similar Messages

My BT Infinity Installation Experience

After hastle placing my order (order lost by twice!!!) installation was set for this morning. I have a complex network at home and I had set up all the wiring etc prior to the engineer visit. All that had to be done by the engineer was to activate and test the line and put the new faceplate on. The contractor (not an openreach engineer) turned up at 9 am. He was very pleasant and everything was done within 10 minutes. I am getting good speeds but will have to wait for everything to settle down to be confident. The only thing that I thought may be useful to know is that the engineer said that if I had wanted the master socket moved (I didn't) then a BT engineer would be required as contractors will not do this! If you want your master socket moved then I suggest you contact BT to let them know prior to your installation and maybe you will get a BT engineer.

The problem with the contractor saying they wont move the master socket is that is not true. The job is the same wether a bt guy does it or a contractor. If you get one that refuses to move the socket or run an extension, report them for not doing their job properly.

Awful service from infinity installation engineer

We had our BT Infinity installation engineer visit today and are trully shocked and disgusted with the experience.
I was working so my wife took the day off work for the engineer visit.
The engineer was a SUB CONTRACTOR as we found out to our dismay. Not only was he obnoxious and downright rude to my wife throughout his rushed 40 minute visit he failed to do what he was supposed to be there for.
I got home from work to find ;
1. my wife so upset at how she'd been spoken to she was nearly in tears.
2. the television unit left in the middle of the living room with loose wires everywhere.
3. my BT vision not connected to the internet (on inspection the engineer hadnt even plugged it into my hub)
4. my BT infinity router setup right next to living room radiator a direct heat source! (refused to place it anywhere else, refused to discuss more appropiate locations as he 'didnt have the time for this'
5. no devices set up to our new connection and he would not even try as he 'wasnt good with computers' (despite BT clearly stating that the engineer will conect your main computer to the new connection)
I then had to sort the whole mess out myself, even though im charged £25 for the engineer who was supposed to do it all!
I have phoned BT customer services who promise me this has been 'escalated' as a complaint and someone will be in touch within 24 hours.

@Stilll40
'Do you recommend that I get in touch with BT to ask if I will be sent an "independant contractor" or a BT engineer?'
BT won't know if its a Contractor who is sent. Also it won't be a BT Engineer as they don't install FTTC/P services. It will either be an Openreach Engineer or someone from Kellys Communications or MJ Quinns.
Jobs aren't issued to Engineers until the morning of the appointment day so the only way to know if it is someone from Kellys, MJ Quinns or Openreach is to wait for them to arrive at your house.
Thing you have to remember about MJ Quinns and Kellys is their Engineers get paid per job they do, not a salary. Therefore they don't have time to go running 20 to 30 metre data extension cables round your house. Usually with them you either have it at the current NTE location or lump it.

Queries in advance of Infinity installation tomorr...

Received BT Home Hub 3 today for Infinity installation tomorrow (expected) and posing queries in advance:-
1)      What is on the BT Infinity CD?
2)      Are all the current modems being supplied by BT the same or are there variations?
3)      Will micro filters still be needed around the house?
4)      What is the Wireless pin number used for?
5)      What is the Admin password used for?

wunay wrote:
Received BT Home Hub 3 today for Infinity installation tomorrow (expected) and posing queries in advance:-
1)      What is on the BT Infinity CD?
It has a lot of rubbish to slow down your broadband connection/pc.
2)      Are all the current modems being supplied by BT the same or are there variations?
They're are two modems that they use which are HG612 and ECI, the one given to you will normally match the manufacturer of the cabinet. There is a 3rd but can't remember what it's called and it's hardly used anyway I believe...
3)      Will micro filters still be needed around the house?
No, he will install a filter on to your master socket.
4)      What is the Wireless pin number used for?
Not sure, never needed it as of yet.
5)      What is the Admin password used for?
Used to access your HomeHub settings, which you can see here.
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

Install fails because of SA password - horrible installer experience

I'm really disappointed in the installer experience for SQL Server Express. I was prompted to enter a SA password. I did. It went through the download, installed, asked me to reboot, etc, and ended at a failure. Why? Because my SA password wasn't strong
enough. Why in the heck didn't it tell me that when it prompted?

Hi,
Antivirus software or password policy check failure could make the installation failed.
I suggest you disable the antivirus software and follow the below steps to disable the password policy enforcement feature, then try install again, also check the setup log if installation failed
Disable the password policy enforcement feature for the SQL Server login, please take these steps:
1) Create a reg key by name “SQLArg3” of type REG_SZ in the registry location
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Microsoft SQL Server\<Instance ID Created by the install>\MSSQLServer\Parameters and add the value “-T4606”
Note: SQLArg3 should be replaced with a value higher than existing keys. So if you already have SQLArg0, SQLArg1, SQLArg2, SQLArg3 then add the value above with SQLArg4
2) Stop SQL Server Service and click “Retry” in the setup window and setup should proceed further and complete successfully.
Additional information:
http://blogs.msdn.com/b/sqlsakthi/archive/2010/09/02/login-failed-for-user-sa-while-installing-sql-server-2005.aspx
Thanks.
Tracy Cai
TechNet Community Support

BT Infinity Installation Options

I'm awaiting my Infinity installation and need some answers to decide on the best options for siting of modem and hub.
I've gone to great lengths to conceal all telephone wiring in my house, so don't relish surface wiring of a data extension cable. Existing cabling consists of master socket in hall with two separate 6-wire cables to extension sockets upstairs. One of these is currently used as the Total Broadband connection point.
Option 1 Site modem and hub by master socket & fit a wireless dongle to PC upstairs to connect to hub. Problem is only one power socket near master socket, & much domestic earache anticipated re more kit plonked in the hall.
Option 2 Site modem in hall and hub by PC upstairs. Internal routing of the data cable would be very messy and unsightly. This could be minimised if the cable could be routed mostly outside the house, but can this be done? Is the cable sheath suitable for external use?
Option 3 Make the telephone socket by the PC the master socket. Can this be done with only one 6-wire cable connected to it from downstairs and still retain service to phones in the other bedroom and the hall? This would be the preferred option so as to eliminate the earache.
If Option 3 needs a new lead-in cable to bring the external service into the resited master socket, can the BT engineer provide it? If not can I install it for him to make the connections?
Authoritative answers will be much appreciated.

from another s todd..... but not authoratitive.
I'm not sure what your separate 6-wire cables to extension sockets upstairs are. If these are good quality cable that you could repurpose as an eithernet cable, then how about modem in hall and PC upstairs (like option 2), but using the existing cable to connect.
I think a normal ethernet cable could be run outside the house without sheathing and last a good few years

Moving Home - Infinity Installation before Phone L...

I called BT yesterday to arrange my house move and they helpfully arranged an engineer visit on the 18th September to do the installation. Later I received a confirmation email to say that the BT Infinity installation would be on the 18th but the Phone line engineer visit would be on the 20th! Given the current owner has Virgin I suspect the BT infinity engineer will struggle if the phone line isn't connected first.
I phoned back and spoke to someone who seemed to suggest that it would be resolved on the 20th. When I got BT Infinity installed in my current property it took about a month and 4 engineer visits. Is there anything I can do to reduce the risk of delays beyond the 20th? My wife suggested that I cancel the order and start again from scratch.

Unfortunately, 2 weeks after my activation date, I'm still no closer to having broadband or a phone line. The problem is that the existing line into my property has some branches of a dead tree resting on them. BT won't do anything until the branches are removed. The tree is the responsibility of my county council who have granted BT permission to cut back the tree. BT have given me 4 different dates when the tree will be cut and each day, when I get home from work, I'm disappointed to see the tree hasn't been touched.
Luckily I was told that FTTP is dealt with by a specialised team in Dundee which I figured out I could get through to each time by refusing to enter my phone number and pretending I wanted a new phone line. Once I get through to sales, I ask them to transfer me to the FTTP team and it works quite nicely. Before I learnt this trick, I ended up talking to someone who was reading from a script and was unable to help at all. It was always best to politely terminate the call and try again for the Dundee FTTP team who don't appear to blindly follow the script and are actually able to call "the engineers" who I assume means BT Openreach. Eventually someone in Sales gave me the direct number for the Dundee team so no boring IVR menus for me anymore! This helps a lot given I need to call every time I see the tree standing there... mocking me.
At least I'm getting lots of DIY done without the internet to distract me.
My guess is that I'll get online in November but will be pleasantly surprised if it happens before then. Thank goodness for unlimited internet on GiffGaff.

SQL Server 2008 is the worst installation experience ever

Sorry but you guys have really messed up with SQL Server 2008 installation.
I've been using SQL server since 6.5, so I would classify as a fan. We were looking at upgrading from 2005, which I was quite pleased with.
The installation experience is the worst I've ever experienced. I am a computer expert, and I couldn't figure out how to install it properly. Why is it that when I downloaded SQL Server Management Studio Express 2008, it seems as though it wants
to install the full database? Why is it when I was asked if I wanted to install a new version of SQL Server 2008 or use a previous install, when I chose previous install, it said that an instance ID was missing, but there was no way to specify anything
else? It drove me crazy.
Why are there so many requirements and restrictions for the installation, when all I want to do is install Management Studio? It's intolerable and makes me never want to upgrade to 2008. Why is the process so terrible when Microsoft is supposed
to have the best UE people in the business?
You guys did a really terrible job on this one.

We have not tried to cluster 2012. We used to cluster; however, we were not prepared to manage the added complications.  The result was that our non-clustered servers had better uptime.  We used to joke about how many 8s we were
getting with our cluster. (To be fair, it did not help that we had a 7x24 SLA with only 8-5 staff.  When the cluster fails to failover, it can be a long time before it is fixed. We eventually got the kinks worked out.)
I understand the frustration. Excellence and stability can be achieved, but product lifecycles can punish those who seek such qualities. Product changes and shorter support lifecycles produce revenue for MS, so I don't see this getting better.
There will be a new OS, new SQL, and a new set of problems the next time around.
I expect things to get worse until we get pushed into the cloud.  A stable environment in the cloud is profitable for MS and clients.  I do not think this is the case now outside the cloud. Upgrading applications to remain
on supported products is very costly. And about the only business benefit of the upgrade is that the product remains on a supported platform and gets security updates. Sort of sound like that blackmail virus? I'd rather pay to have a
patch for new features and focus on application upgrades that improve business processes. Now bug fixes can require a major version change - which will have new bugs. I'm ranting because of some head pounding
I've done this week due to a hard coded limitation introduced in SQL 2012 by design. I'll replace the process, but I wonder how long it will work as my SQL related PSH often breaks with a new version of something.  I'll
stop now. Where'd my Prozac go? Next week is new week, life is good, everything will work,....
PS I actually enjoy the work and think MS products are decent; however, our environment does seem to be more frail and less stable due to MS product changes - even if the products are getting better. Better is worse - what an odd thought.
Randy in Marin

Infinity - post installation experience

I had Infinity installed over 2 weeks ago already on my second fault.
To be fair to the support teams they have kept me informed but concerned that I don't really understand what is happening. I recognise that speeds will vary due to load on the network.
My predicted synch speed before installation was 30 MBytes
On the day of installation the engineer synced at 37Mbytes.
When using the BT speedtester it suggested that my download speed was configured at 37MB and upload at 10MB. I understand there will be some loss due to packet overhead etc.
During the 10 day settling in period download speeds observed ranged from 2MB through to 37MB. I used BT Speedtester and Speedtest.net sites to test. Generally the BT test showed a slightly lower reading but no significant differences between the two sites.
This variability continued so a fault was reported and within a couple of days download speeds seemed to settle to an acceptable level - no indication from BT what the problem was.
This state did not last for long and the variability of speed returned. second fault reported and tests underway. The fault is still open, however, I note that when I use the BT Speedtester download speed now appears to be configured for 14MB - a far cry from the predicted 30MB and significantly lower than the 37MB the service was originally configured to support.
Fault remains open and the real concern is that as I type this download speeds have dropped to less than 2MB, if this goes on I will need to cancel the order for BT Vision that I have placed.
Any other people experiencing similar problems ?

Help before I do something I should not........
BT has closed the open fault without checking with me if the problem has been fixed. There is some marginal improvement in speeds but the BT speed tester is still saying that the speed falls below threshold.
This is poor customer care. I am prepared to wait for the fault to be fixed, but the lack of communication is dire. I understand the holiday period and the poor weather of late has created pressure on BT but this is no excuse for not communicating with your customers.
Herewith are the test results :
FAQ
Test1 comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
9014 Kbps
0 Kbps
38717 Kbps
Max Achievable Speed
> Download speedachieved during the test was - 9014 Kbps
For your connection, the acceptable range of speedsis 12000-38717 Kbps .
Additional Information:
IP Profile for your line is -38717 Kbps
2. Upstream Test: -provides background information.
Upload Speed
8236 Kbps
0 Kbps
10000 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 8236 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 10000 Kbps

Nightmare installation experience! Please help, I ...

I've been having some major problems with my BT Infinity, phone and
vision service since they were installed 6 days ago. I spent most of
Saturday afternoon trying to get them fixed. When I was eventually
offered an engineer appointment I was told that this was going to be
on Thursday which is a five day wait to try and fix a faulty
installation. I asked to cancel my new contract because it is not
functioning as it should, but was told that I could only do this if I
paid a £600 cancellation charge! This seems totally unacceptable for
an internet, phone and TV service that is not working.
Here is my scenario:
I ordered BT Infinity option 2, a phone line plus the Youview vision
package. This was installed on Wednedsay 11/12/13 of this week. When
the engineer left he tested it and was getting 60MB connection speeds
and a clean phone line.
I started using the Youview box on Thursday and streaming things over
the internet and the router was cutting out (flashing red and no
connection) whenever I was trying to stream anything either on my
computer or on the youview catchup player. We might be able to watch
10 minutes, but after that time it cuts out and we have to start agin.
We get this on the youview box or on a computer. It seems that the
connection cannot handle something that draws a fair bit of data. On
Thursday and Friday I found that streaming did not work well for us,
but we could use the connection for basic browsing and email. I'd
noticed a bit of crackling on the phone, but we do not use the home
phone a lot so it was not really registering for us. I could handle
the poor connection for a few days if it was going to improve, but
that has not happened.
On Saturday morning we had more problems. The router was cutting out
all the time and the internet was basically unusable. It sometimes
drops the connection when there is nothing using the internet. It
might hold it for 30 minutes sometimes if nothing is using the
connection, but if I try to use the internet it cuts out pretty much
straight away. I decided to phone BT broadband faults and they raised
it to the level 2 broadband faults team. I never spoke with them but
it appears that they decided to sent out an engineer (but did not call
me to say they were going to do that and the engineer only called
ahead on the landline to say he was coming). I was out and so he left
a phone message (only on the landline phone) and when he arrived home
a bit later I found a card to say he had tried to visit. If he had
phoned my mobile I would have come home for his visit but no-one did
that. I also did not get a text message or email to say he was coming.
I tried calling broadband faults around 1pm and because there was now
crackling on the line they said that I would need to report the fault
to the telephone line faults team. So they put me through. I explained
the problem and the operator had me do lots of things to test the
socket. She wanted me to use a different phone in the socket, but we
only have one phone. We arranged for her to call back later in the day
when I'd got another test phone. We've just moved house and I did not
feel I could ask the neighbours so I drove to a friend's house to get
one. I tested the line again and there was still crackling on it so
she said she would book an engineer to come out. When she checked the
first available appointment was Thursday. This took up most of
Saturday afternoon with phone calls and investigation.
I wanted to go with BT for the BT Sport channels and because it
appeared that with infinity they now had a broadband offering that was on a
par with Virgin. I've been with Virgin for 6+ years and been happy.
The BT offer seemed good and so we switched across when we moved
house.
I've had a really bad experience since installation and the connection
is not acceptable for what is a premium broadband package. I can't use
the TV service and the sports channels will only stream for a few
minutes until the internet connection drops out. I'm only able to
access the internet through tethering on my mobile, but I have
limiited data for that and I expect that I'll run out of my allowance
within a week or so.
What I really want to do is just cancel the contract without any
charges. I don't see why I should be charged anything for a service
that is not working and is unusuable. Reading around online it seems
that people in my kind of situation are pursaded to try a number of
engineer visits before cancellation and still nothing seems to get
fixed. By that time they've had the service for a month or two and
cancellation is much harder. I'd just like to cancel it now because
the service it not usable - I'm 6 days into it and it is just not
working. I don't see why I should pay any cancellation charges for a
service that is not working.
I know that Virgin works without problems and I'd like to go back to them.
Can anyone advise me how to cancel this contract without charges and get the services all out?
Thanks,
Matthew

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
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.

BT Infinity Installation Issue

Hello
Im a new BT customer, and I had my BT appointment for installation last Friday (16th May) to install Phone and Infinity. When the Kelly engineer arrived, he said the line had a fault on it, and that Infinity wouldnt "sync" or something like that, and that my line would need new pairs? So he said he couldnt do that only an openreach engineer could. So he would have to raise it with openreach, and another appointment would be required.
I have since received my appointment (2nd June), which is totally unacceptable, as I need access to the internet as I work from home a lot( or at least I did!!). I have tried contacting customer services, and being passed around from pilar to post...eventually I got through to some who I thought was helping....only for them to state that there are no earlier appointments, and that I would have to wait.
As you can imagine, my first experience of BT is not a good one....and perhaps I am remembering the reason I left in the first place.....terrible customer service!
In addition the Kelly engineer said he would switch me back to Sky....which he obviously didnt, as my number and service is ceased with Sky. Not a good experience.
Dean

it says...
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
FTTC Range A (Clean)
32.8
23.8
7.5
5.9
Available
FTTC Range B (Impacted)
25.6
13
7.1
3.6
Available
WBC ADSL 2+
Up to 13
7.5 to 17.5
Available
WBC ADSL 2+ Annex M
Up to 13
Up to 1
7.5 to 17.5
Available
ADSL Max
Up to 6.5
5.5 to 8
Available
WBC Fixed Rate
2
Available
Fixed Rate
2
Available
Other Offerings
Fibre Multicast
Available
Copper Multicast
Available

BT Infinity - Installation Log

This is an installation log for those of you that are waiting for their new installation of Infinity. This will be my first time using the HomeHub and any kind of fibreoptic so this is a new experience for me.
I'll update this log as an when things happen, good or bad. Please keep your negitive comments regarding the service away from this thread, as its primarily for people who are looking to see what happens when you signup to the product.
HomeHub arrives via Royal Mail on the expected date. Its tracked (via the royalmail website) but doesn't require a signiture, very handy.
Note that the postman is instructed to hide the box out of sight. It was left under my door mat, I lol'd when I arrived home to find the box (luckily, my door is inside corridor)
Box arrived in a clear plastic wrapper and the art work was clearly visable.
The warning advising that opening the box would cause mayhem, this was duly ignored.
This is what the box contained.
HomeHub2 with dust sheet thing.
Cables, mains adapter, installation CD and wireless settings card.
On Monday, hopefully the engineer will come down and change my face plate etc. I'll post pictures of the job he does with the wiring.
Until then, I hope this helps with anyone that is wondering about the installation process, so far.
If I helped, then consider clicking the star to the left

Right, engineer arrived and we had a chat about how I want the cable routing. I went for the easy option of routing from the entry hallway, across the skirting board and under the door crack and across the wall to the living room.
He installed an Oscillator into the master socket and then went to the Cab to do something. Heres the gear he left behind.
Felt sorry for him as it was raining pretty bad over here and one of his umbrella's blew away lol.
After some thinking, he thought it would look better if we went through the wall of the cloak room and installed the datakit on the other side of the wall. Which was great, it was amazing he even recommeneded it as it wasn't a straightforward route!
Hopefully this image describes it better. (You can see the thick red line run across the skirting board, and the the dotted red line indicates the cable behind the wall in the cloak room) Then you can see the same from the other wall. The actual cable is very thin and white - he neatly cable clips it to the wall.
All is connected and here is the new Faceplate and setup.
And heres my initial speedtest on day one at time of this post.
I'll see how it goes later aswell.
Overall, it was a pleasent experience. The engineer was enthusiastic and eager to makesure my cable routing was tidy. (maybe that cuppa tea helped!). Overall it took around 1.5hrs and he even took all his rubbish with him.
I actually took the opportunity to ask him a few questions while he was here.
The rollout is definatly profit based and ability to install. Even my engineer didn't have fibre in his area yet as its not viable. Remember it is profit based, not based on who needs it most. (dont argue about this please)
It can take 48hrs for your speed to get to max (dependent) when the router is turned off and on again.
If you are experiencing low speeds and you turn off your router regularly then you have probably been put on a low profile. Call BT and MAKE them understand is probably not the HUB and they will increase the profile.
You can turn off the HomeHub at night if needed as it won't effect your linestats. Makesure you leave the Vdsl modem on 24/7 though.
If you go on holiday you can turn the modem off. Its only when you turn it on and off, and on and off that causes the exchange to think you are erroring.
I hope this log helps those of you thinking of getting it installed!
If I helped, then consider clicking the star to the left

BT Infinity installation - so disappointed

Hi
First post here in the hope of finding some support and guidance please.
It's a master socket issue. Like many older houses, the master socket is located in the hallway and there are no electric plugs nearby. As I understand it, the hub and router need to be plugged into the master socket and two electrical plugs. I have a telephone extension in a room upstairs running straight off the master socket close to electrical sockets and I wanted to have the home hub and router installed there. Having read many of the posts on this forum, I rang BT to request that on the day of installation that the master socket be exchanged with the one upstairs. First of all I was told point blank that this was not possible. Not at all. Then I was put through to another area where I was told that it was possible, but at an additional fee of £193. The reason given was that another separate engineer would have to be called out on a separate day to do the work. When I mentioned that I was aware that others had had this work done as part of the installation, I was told that the engineers should not be doing that. I am so confused as to why this sometimes appears to be included as part of the installation package and sometimes not. I also don't understand why the possibility of this additonal cost to move the master socket is not made clear when placing the order - I can find no mention of it on the BT infinity order site and given that there are many older properties around this must be a common issue.
Needless to say, I cancelled my order and will be looking elsewhere but am sad and disappointed as my family and I were looking forward to our first fibreoptic broadband service.

Thank you John, swaber and boe for such quick and helpful replies, very much appreciated. So it seems that there are a number of possbile options, all available on the day of the installation and all available as part of the standard installation process at no additional cost.
Does anyone know who I can contact at BT please to take this further as surely it can't be right for there to be such a huge difference between the experiences you've all had and the kind of response I've received? It's especiallly disappointing as we're longstanding customers of BT - landline for over 30 years - so I had hoped that moving across to fibreoptic broadband would have been relatively straightforward. Sadly, it would appear not.

A Tale of Woe --- Infinity Installation

It's now over a month since I originally ordered infinity and telephone with BT, and I have neither - both have never worked at all. There have been multiple failings on the part of BT, from two engineer visits (who failed to properly document the fault) and the technical faults team (who did not listen to me, did not record information properly and did not properly assess the fault).
I've been very patient and polite throughout the whole endeavour; however I’m now being told that I have to wait another month to have my broadband and phone line installed. This is not acceptable, and is over 2 months since I originally ordered! If BT had listened to me, or functioned in any type of efficient manner, my situation would now be resolved. I can't even find the correct place to document a complaint, so public is always best.
Timeline.
14/12/2013. Ordered Unlimited BT Infinity 2 and phone line. THIS IS A COMPLETELY NEW INSTALLATION. We had just moved into a new property, and have NOT had a broadband or telephone connection before at a previous property.
24/12/2013. Engineer arrived to install broad & phone. He failed to get anything (either phone line or broadband) working. He said that there was an issue with PCP. The line had been set up on the incorrect "green box" - one that was over a mile away, instead of the box just down the road from us. He said, it looked as though the line had been transferred from the previous owners to us, instead of being set up new. He said that he would report this back to BT, as it required an Openreach engineer to sort it out. HE DID NOT DO THIS.
27/12/2013. I called BT, and went through an automated system. This tested the line and found a fault on the line, generating an automated response for the fault on both the phone line and the broadband.
27/12/2013. I called BT again, as I was sure that I should explain what had happened with the engineer (and explain the problem with the PCP) - I was confident that the automated system would not be enough to get this problem fixed in the most efficient way. I was told that a general fault had been found in BT's network, and that it would be fixed on the 06/01/2014. Instead of listening to me about the issue with the PCP (which had been explained to me by the engineer), the CSO bluntly refused to take the issue further, stating that it was a "general problem in BT's network" that would resolve my issue once dealt with. As above, this is NOT a BT network problem, it is a problem that is specifically to do with the property and how it's been routed. I was told that if it did not resolve the problem I would be entitled to "compensation" - which I am now due. I specifically asked the CSO to make a note of this on the file.
02/01/2014. The Broadband fault was closed with absolutely zero feedback to myself or anyone looking into it.
02/01/2014. I contacted BT via chat so see why the broadband fault had been closed when it was not working. I was told that the broadband would not work with the phone line error. No explanation as to why it had been closed was forthcoming. CSO was blunt and unhelpful.
06/01/2014. The Openreach engineer arrived. Lo and behold, he told me EXACTLY the same thing as the previous engineer - the whole set up from the beginning was incorrect. We have been set up on the wrong PCP, and the line needs to be set up again from the sales end. He did a 5 minute line test and then left. I had to wait 10 days, for a 5 minute chat to tell me something that I already knew, and that, had the CSO I spoke to on the 27th listened to me, would probably be fixed by now. THE ENGINEER DID NOT REPORT THIS.
07/01/2014. Once again it was up to me to contact BT to have the matter resolved. Spoke to tech help and requested that this matter be looked into urgently. I was told that the engineers marked the fault as fixed – contrary to what the engineer himself told me yesterday. Apparently this “fault” needs to be sent back AGAIN to the engineers to get reinvestigated, and I would be contacted in 24 hours. I said that I would like to hear back within one hour (as I just keep getting fobbed off), and the CSO “Ratna” agreed that I would be contacted at the time specified today by them or their supervisor. The call-back came (2 hours late), which was then apparently too late for the CSO to contact the relevant team and hear back from them today – so they will be calling me tomorrow. BT has now agreed that there is a “cabling issue”.
08/01/2014. Had a call from BT at 1pm today – unfortunately this was during my lunch break and I missed it. No message was left to inform of what it was regarding, or what the call-back number was.
08/01/2014. Spent half an hour in a queue waiting to speak to a chat agent only to be told (when I reached number 1 on the queue), that the session had been cancelled as there we “no agents available”
08/01/2014. Went through the chat queue again however Ratna had apparently gone home for the day, so I spoke to Sanjog instead. I was then told that the engineers need more time to check the fault and that I would get a call back tomorrow. Sanjog then proceeded to reject the “cleared” mark on the fault (again?), and tell me that the engineering team close at 5 so he would be unable to contact them now.
10/01/2014. Didn’t get a call back yesterday, so spoke to chat again today. I was told that the line was connected to the wrong distribution point (as I told the BT on the 27th December), and that the technical faults team would be unable to deal with it. I was then told that I would need to speak to customer options, and that they would need to place a new order for the line. The CSO on chat, then called me to transfer me to customer options. After about half an hour on hold, I spoke to the same CSO, and was told that customer options would actually be unable to deal with it, and that she would need to send an email to the engineers and that they would be contacting me directly today.
10/01/2014. Spoke to the sales team this afternoon who went through the process of setting up a new order. I was told that I would need to wait until the 27th January for the engineers to come out to install the new line. Half way through setting up the order I was put on hold and the line cut out after about 10 minutes.
10/01/2014. I expected an immediate call back to complete the order however this did not occur. Instead, it was left up to me to call back and spend an hour on the phone trying to find someone to complete the order. I eventually found the same operator who completed the order for me. I was then told that I would need to wait until 25th February 2014 for the new line to be installed. I said this was not good enough (and she agreed) as it was nearly a month since placing the original order, so she sent an “email” to her manager, who would call me back to arrange a much closer date for the installation.
14/01/2014. I never received a phone call from BT, so it was once again up to me to call and explain the same thing again, to try and have someone bring the installation date forward. I spoke to order management who (once again agreed) that the time I had been waiting was beyond ridiculous. So had to “email” an escalation claim to OpenReach in order to try to get that date pushed forward, which she did.
16/01/2014. I actually got a call back from BT! However, it was simply a rejection message “All engineering resource in your area has been allocated to work on repairs to the network as a result of the recent bad weather across the uk”. So they were unable to bring the date of the appointment forward. I find this hard to believe that BT cannot spare one engineer for < 1 hour to install a new line for me, given the huge amount of time it’s taken to get to this point.
Summary of Failings:
I was told what the issues were by two separate engineers. A new line had to be installed to the nearest PCP by placing a new order with sales. Neither properly documented this with the faults team or followed up on what needed doing. It was left up to me to try and explain.
The faults team categorically dismissed everything I said, and did their own thing. By following that processes, it took over 2 weeks for the original fault with the line to be discovered. If either the engineers had properly documented the faults, or the faults team had listened to me at the very beginning of the process, the new line would have been set up, and I would now have broadband.
On multiple occasions I did not receive call-backs that were promised and it was left up to me to contact BT. This was a failure on all fronts, technical support, engineers and sales were all supposed to call me at some point, including management, supervisors and CSO’s. This is a failure from bottom to top.
All correspondence between different teams appears to have been completed via email. I asked on multiple occasions to have the matter resolved there and then, and was always told that it would take 24 to 48 hours to complete. This is ridiculous that apparently the teams have no direct line of communication. It would have taken a 5 minute conversation with the correct person to sort out the entire mess.
What Now?
So, who do I contact to complain about this? I've had enough of the useless chat & telephone CSO's, and I'm not going to wait 14 days for a response from a letter. Does BT not have a complaints email address?

Why is so hard to complain to BT?
I just went round in circles with a chat representative who categorically refused to put me on to their manager. It states in BT's complaints procedure that:
"We aim to resolve your problem to your complete satisfaction as quickly as possible. If we can't resolve your problem immediately we will agree a course of action with you."
I've now been waiting 3 days to be contacted via the forums mods. I would hope that this has been processed as an "expedite" case, due to the fact that it's been over a month since the original order was made. This is neither quick, nor satisfactory.
I just want to speak to a manger who has the ability to do something. I'm absolutely fed up of being fobbed off by CSO's. Take a quick look at the chat transcript below if you fancy a lesson in how not to deal with a customer who would like to complain. . .
*Transcript Removed.
The "complaints specialist" CSO above did absolutely nothing to resolve my complaint and then closed the chat session!
This is seriously bad practice ^^ BT's complaints team are not even following their own complaints guidelines.
I really hope that this is an isolated case. If all cases are dealt with such disdain then BT will be suffering a Class Action Lawsuit against them in the near future. I've now wasted such a huge amount of time trying to get this issue sorted satisfactorily and not one single person in BT cares.

Phone not working after infinity installation

I have just moved my phone and broadband from Sky to Bt and the engineer called this morning to complete the installation. I have 2 phone sockets. When I had broadband originally installed it was before the days of filters so it required a BT engineer visit. As my computer was upstairs the engineer 'back wired' the sockets (apologies if I have the terminology wrong) so the adsl faceplate was fitted to the upstairs wired extension. Today, the Openreach engineer was initially puzzled but said he would be able to install the Infinity faceplate on the upstairs extension as originally fitted. He checked the line was ok, checked the broadband connection and put the faceplate back on the 2 sockets. After he left I tried to make a call via the downstairs socket without success and I assumed that the phone line had not yet been changed back to BT. This afternoon I received an email from BT advising that my phone was now active but the downstairs socket will not work. I am able to make and receive calls on the upstairs extension. I have just spent 40 minutes on the phone to BT, explaining the problem to 4 different people. Each BT employee advised that it would cost £130 for an engineer to revisit my house to correct the fault that they had somehow caused! To say I'm frustrated is an understatement. Has anyone any suggestions how I can resolve the problem. All 4 BT employees did not really understand the problem. I would appreciate any help.
Solved!
Go to Solution.

You cannot use a phone connection for broadband when on Infinity. The only connection that can be used is that which comes from the home hub 3, which is near the Openreach modem.
You have to use wireless, run an Ethernet cable, or use Powerline adapters.
You phone should work if it is plugged into the botton socket of the new Infinity master socket.
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.

My infinity installation experience

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