My local cabinet?

Hi there all!
I'm looking into infinity, almost everyday now as I seriously need to upgrade my broadband speed from its current cruddy 0.5mb - 2mb
So since it was announced I've been keeping up to date on widnes. Now it says that my exchange is accepting orders on openreach (the main widnes exchange).
However when I enter my postcode (WA8 4YQ) on to infinity checker it says its not available, but when I enter in to a friends at WA8 8AS it says "Will be here in September"
So my questions are
1) How can I find out if my local exchange at WA8 4YQ is being upgraded?
2) There are no fibre optics under my house at the moment Ninex didn't even come down our street since when they laid it we were not on the OS map.
Thanks all!

Hi cono1717,
The Openreach Superfast Fibre Broadband Scheme is being rolled out, done and managed by Openreach for ALL ISPs/CPs so BT Retail (a communication provider/ISP whom operates this forum) does not have much say as to when and if you will be able to get fibre broadband (FTTC or FTTP or equivalent) as that is up-to Openreach.
The properties in the postcode area seem to be served by 2 pcps (cabinet)
- Cabinet 41 which is upgraded with a FTTC Dslam cab
- Cabinet 69 which doesn't seem to be upgraded with a FTTC Dslam cabinet yet.
Not all PCPc in the exchange area will be upgraded at the same time, meaning residence in the exchange area may not be able to get FTTC fibre broadband at the current time from any ISP/CP.
You can check which cabinet your connected to by going to http://dslchecker.bt.com/adsl/
Local BDUK fibre broadband schemes provided by your local council or government may help boost the current commercial roll-out to deliver fast fibre broadband, to areas that were not covered by the "Superfast-Openreach" Commercial fibre broadband rollout.
Cheers
jac_95 | BT.com Help Site | BT Service Status
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BT INFINITY - Unacceptable Cabinet Enabling Delays...

Hi,
My local exchange (Prescot) was enabled over 2 years ago in March 2012, and I was initlally assured that BT Infinity would be installed in my home within 3 months, as I only live approx 1.5 miles from the Prescot exchange.
However, the 3 month deadline came and went. And, in fact, this 3 month window has been now been rolled forward 12 times to the end June, 2014.
Initially, I was able to contact the BT Openreach website for updates, but this servive has now been withdrawn, and there is no "contact us" for individual customers now. The same is also true for BT Openreach - again no individual enquires can be made to them.
The main problem is that my local cabinet (CAB 1) has not yet been enabled for some reason - and I have had a devil of a time trying to find out why. Iwas initially advised that the was a planning issue with Knowsley Council. However, I was lucky that I know the planning director personally assured me that no planning applications had been received. And, in fact, they have been trying to promote the rollout throughout the borough in order to promote communication in order to assist in providing jobs
I have lodged 2 complaints via the BT Infinity website the lastest being yesterday.
I received a phone call today from a BT Retail call-centre located in India to advise me that I need to lodge a complaint with Sky - my current provider!!!????
I explained that BT owned my local exchange, and BT owned my local cabinet, and BT were laying the fibre-optic cable, so why ring Sky????????? Also, I want to move from Sky to BT Infinity as my landline is with BT.
But they said they couldn't help - I would need to contact BT Openworld or BT Openreach. And then I asked a simple question "Could they not forward my complaint to BT Openreach or BT Openreach as I cannot contact them direct - and the answer was NO!!!!
UNBELIEVABLE!! Call me old-fashioned , but it just seems amazing that a global communications company cannot communicate with itself!!!!!!! I asked them several time!s...could they not sent BT Openreach an email ie copy/paste my complaint into an email and forward it on. Answer = no! Can they, or a colleague, give them a call to find out what is causing the delay. Answer = no! Can they not just forward my complaint onwards? Answer = no!
Like I say, it's just unbelievable that a global comminications giant cannot communicate with it's own sister companies!!!
So my next step is to contact my local MP: Shawn Woodward in an effort to find out exaxtly what the problem is, and the reasons for the 2 years plus delay to lay a fibre optical cable one mile down a main road. I also live on a housing estate adjoining a large newly built general hospital, so there shouldn't be a problem with cabling ducts etc.
So there we are...rant over!
But BT is NOT very good on communication. Completely appalling, in fact! On a score of 1 to 10....a resounding zero!!!
Customer service...an absolute joke.

BT has not started installing a new cabinet yet, so I cannot see the current dealine for the end of June being realised...yet again. And no specific reasons for the delay, just a generic dscription of possible reasons
But your post was verp helpful....thanks. (I have received more help/advice offf you than BT!)
The results are as follows:-
Results
Information on your search is displayed below. Note: You may have more than 1 cabinet serving your postcode. You can usually find out your cabinet number by using BT's Wholesale Checker.
Cabinet (PCP) No.
Cabinet Vendor
Probability
Uplift
Phase
Deployment Date
Status
1
ECI
99%
8.31
Phase 06b
30/06/2014
Part of the 66% Commercial Plan
Exchange Information
The information for your exchange below comes direct from BT Openreach.
Exchange
Name
Status
Availability
LVPRE
PRESCOT
Accepting Orders
Now
<script type="text/javascript">// var isNS = (navigator.appName == "Netscape") ? 1 : 0;var EnableRightClick = 0;if(isNS) document.captureEvents(Event.MOUSEDOWN||Event.MOUSEUP);function mischandler(){if(EnableRightClick==1){ return true;}else {return false; }}function mousehandler(e){ if(EnableRightClick==1){ return true; } var myevent = (isNS) ? e : event; var eventbutton = (isNS) ? myevent.which : myevent.button; if((eventbutton==2)||(eventbutton==3)) return false;}function keyhandler(e) {var myevent = (isNS) ? e : window.event;if (myevent.keyCode==96)EnableRightClick = 1;return;}document.oncontextmenu = mischandler;document.onkeypress = keyhandler;document.onmousedown = mousehandlerdocument.onmouseup = mousehandler; // </script>
BT BROADBAND AVAILABILITY CHECKER
Telephone Number *********** on Exchange PRESCOT is served by Cabinet 1
Featured Products
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
Downstream Range(Mbps)
Availability Date
High
Low
High
Low
FTTC Range A (Clean)
80
63.4
20
19.9
30-Jun-14
FTTC Range B (Impacted)
75.1
47.3
20
16
30-Jun-14
WBC ADSL 2+
Up to 8
5.5 to 12.5
Available
WBC ADSL 2+ Annex M
Up to 8
Up to 1
5.5 to 12.5
Available
ADSL Max
Up to 5.5
4.5 to 8
Available
WBC Fixed Rate
2
Available
Fixed Rate
2
Available
Other Offerings
Fibre Multicast
30-Jun-14
Copper Multicast
Available

Requesting Cabinet Information

Hi There,
My exchange is being upgraded with FTTC in March this year, I appreciate however there are conditions to who can receive it after that.
I was hoping one of you would be able to let me know if I am likely to be able to get FTTC, as I believe I may be connected directly to the exchange but am not entirely sure. I believe my phone number is required so please let me know who to PM it to and I will.
Many thanks,
James

Hi.
I think that it is your second assumption, it looks like your cabinet will not be done (YET). In the meantime it looks like you will be able to get a very decent speed with ADSL2+ when the exchange is enabled.
One thing you and all your local residents and businesses can do is 1. register an Interest for Infinity with BT and 2. Get all the local residents and all the local businesses to also register an interest. 3 All of you pester your local parish/District council to urge BT to enable your local cabinet for Infinity. 4.All of you Pester your local MP to urge BT to enable the cabinet for fibre.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Local Exchange is FTTC/FTTP enabled but cant order...

Ive been waiting for 2 years to get FTTC, my local exchange is finally accepting orders for FTTC and FTTP. However when i go to order fibre with BT it tells me that its not available, therefore i assume my local cabinet has not been upgraded. How do i find out, if and when my cabinet will be upgraded? and is there a way as a business to pay for FTTC or FTTP to be installed? my current broadband speed is pathetic and trying to run a web business with a poor internet connection is frustrating to say the least.
My postcode is S25 4EW and apparently im on cabinet P12 if that helps.
Thanks for any help or advice.

Hi and welcome to the forum.
Just because an exchange is fibre enabled does not necessary mean that your PCP (cab) has been enabled, these are done in phases, your PCP may be 1st or even last.
Have you checked the infinity website to see if it available on your line? check HERE//
(If I have helped you in any way to say "Thank You" please click on the star next to the message. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.

Will my cabinet be missed out of upgrade to Infini...

Hi there,
My post code is BN10 7SW and it appears my BT cabinet is P11.
Infinity has now been rolled out to my local area and a friend and in-laws just a few streets away can now receive Infinity upgrades. However the BT checkers shows that my address is still unable to receive Infinity. Will my local cabinet be updated at some point in the future or are we just too far away from the exchange and never be able to receive Infinity?
Many thanks.

**bleep**,
father in law 0.3 Km away has been quoted 70mbs. I telephoned BT today, my local cabinet is not included in the FTTC rollout. No reasons given and no idea if it ever will be included, just told to fill in the interest form and 'they'll email you back when it is available in your area'!
Wish they could give some idea if it was ever coming to my street. If I knew it wasn't then I would look at a satalite option or similar.

Ordering FTTP when cabinet is not FTTC but cabinet...

Hi,
I am currently looking to try and get a faster internet connection into my home. I am currently getting a 5 meg connection via standard BT broadband from a promised 2 to 8 meg.
My home cabinet which is less than 100 metres from my house is not enabled for FTTC, however my exchange is enabled for fibre and is less than one mile, and my other local cabinet circa 500 metres down the road is enabled for FTTC.
My housing development is new (four years) and is not enabled for Cable (virgin) either.
BT has informed me it will be a cost of £12k to enable the cabinet for FTTC. My local council has denied funding.
What are my options? Can i pay to have fibre run to the house as FTTP/FTTPoD?
I am in South Manchester - which you would think would have it..
Thanks, Matt

According to http://www.superfast-openreach.co.uk/where-and-when/
Exchange Name: DIDSBURY
Status: UR
We’re in your area but we’re still assessing whether or not we can upgrade your cabinet. This means you can’t order Superfast Fibre
If you found this post helpful, please click on the star on the left
If not, I'll try again

Not enough line plants in my locality

So a while back i posted about being unable to get a phone line installed at the new build i moved into too. Ive had a helpful moderator dealing with this since then. Today i was informed that my line was being planned and surveyed as there arent enough wires to connect me to the network. Now my question is this what kind if work would openreach need to do to connect my line? And what kind if time frame am i looking at for this work too be done?

That probably means running new cables through the ducts in your area (or along the poles, as applicable). That could be from the local cabinet, or to it, depending where the lack of cable is. Assume it will be a few weeks.

I'd like some help from an OP to sort out my speed...

Hi,
Don't want to be flogging the same old horse but i'm having similar issues to others that don't seem to get resolved.
Had Infinity for about 7 weeks. On install engineer getting 37mb at socket.
Week 1 - fabulous - 37mb streaming a pleasure, HD great for first time ever.
Week 2 - wobbled a bit.
Week 3/4 - 1mb sometimes less, reboot all boxes, follow troubleshooting and forums then report fault. Get variable performance usually about 1-8mb occasionally peaks at 16 but this seems to just be wee spikes not consistent.
Support says line fault.
Week 5 - great engineer visit - local cabinet only 20% full. Replaces corroded wire, changes faceplate and some wiring done by installer. Gets 39mb at socket. All is well hardware and line wise. He leaves and orders re-profile. Profile now 35mb or something.
I've never got back to how it was. It still hovers around 6-8 or less, with some spiking as before. My line profile is good and high and my line is capable.
So what do i have to do? Or is infinity just not capable of doing what i was promised and what i'm paying for. Virgin is undeniably consistently better and faster.Why is this happening to so many people?
Please help me!
Rob

Hi abd welcome to the forum, could you run a B.T speedtest please? http://www.speedtester.bt.com/ so we can take a look at your profiles.
Also just run a quick speedtest on http://www.speedtest.bbmax.co.uk/ as well please.
Post your results when done and we can go from there, also disable an anti-virus you may have running until your tests are finished.
If you want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution

BEEN TRYING TO SWITCH FROM SKY UNLIMITED TO INFINI...

The grass is not always greener on the other side! Althought it certainly looked that way when I decided to switch provider to take advantage of the BT Sport package.
I ordered the full monty Infinity, Phone, Broadband and TV package and did so via a cashback website. Strangely the next day they created separate order for just a phone install and my cashback track "failed". (saving BT £120). Although I've waited so long now I launched an investigation using my own evidence to Quidco and it was granted again!
My Phone line was switched over pretty quickly (realised later that once your phone line has been switched to BT, to switch back to Sky and use their equipment at the exchange would cost a fee of £50! grrr). So I started to feel a little trapped. But tried to be positive.
Unfortunately nothing else happened. I called BT who initially denied there was any order for anything else. Luckily I keep screen shots/emails + original details of my order much to their embarassment. They apologised but insisted they should put order again immediately on phone. (which would have saved BT more cashback but I said no thanks I will do it online). I tried to cancel everything but here I was told I would have to pay £50 to switch phone line back. The cheek! Trapped.
I got a date 23rd of July for my switch over to Infinity, BT Vision Box arrived, engineer booked in on a 8am-1pm slot. Things were looking positive. Took day off and engineer was late but he did ring me to warn me in his defence. He seemed very competent and knowledgeable. After 5 hours though he said he had to leave and that he couldn't get it working although he thinks he cleared a fault on the line. I'm in IT and had a friend who used to be Openreach engineer. So we discussed in detail the situation.
Obviously I do not know for sure, but appears that my FTTC service was a no go because the local Cabinet had no spare ports only five broken ones (he tried about 3 of these). He said he was not sure when more would be provisioned. (I thought surely in advance they would reserve one or check this!). Imagine ordering a Tesco grocery delivery only for the driver to turn up saying unfortunately they didnt have anything for me.
But asI had been messed about for 6 weeks I thought BT will be straight back tomorrow to fix this. Engineer told me I would get a call next day. Heard nothing. I rang up 2 days later to be told the engineers were "deciding" what to do next. Never got a call back.
Unfortunately thats where I have been ever since. Only yesterday was I promised a new engineer on 14th of July after another two calls I made to India and 40 mins on phone talking to very nice but time consuming operators:
KULJEET FINGH (promised me a call back)
SWATI KUMARI - very helpful and believes she has fixed this.
I have had about 3 missed calls from scottish sounding customer service reps but they do not leave me a number to reach them. When I do call I get the India overflow or level 1 scripted service who don't know anything about the voicemails I received or my previous calls. Each calls takes ages to get through navigation then explain the situation.
So now I am thinking to myself, why oh why should I let them make me wait about another two weeks. I am struggling to find a reason to stick with BT.
Should I give up and give let Sky try and install Fibre?

Well I have an update. I decided to stay as I was so far down the road. They gave me an engineer appointment of 14 of August which was totally disgusting.
I rang up to complain and was promised a call back as they tried to expediate my request. Never happened.
Whilst on these calls I also questioned the validity of sending another engineer unless they first checked that my local cabinet hard an available fibre port. I was promised and promised that they would put the notes on the call and it would not be a wasted engineer visit.
Engineer came today. Wasted visit - no ports on the cabinet.
He was not even sure why he was sent there knowing there were no ports. Talk about the blind leading the blind.
The incompetency of this corporation is absolutely astounding even when their customers are telling them they are going to fail they lie to your face just to appease you on the phone and move you on.
So I ordered my switch from sky to BT on June 6th.. and so far all I have is a phone line.
On top of this I noticed that they have charged me a late payment fee by DD and full line rental for first month. BT were so slow at installing it all that my up front line rental apparently did not cover their initialy switch over. Despite telling me I would not be charged I have been charged.
Now as a web designer I am now tempted to create basic website and use my SEO skills to push it to top of google rankings sharing with everyone of my experience of BT.

Questions and answers on DLM, sync speed and real ...

I was confused about some DML details and posted on a BE forum (https://avatar.bethere.co.uk/forum/viewtopic.php?t=43542) and got what was to me an incredibly helpful response from Tom (drsox). I thought it would be of interest to some readers here so copy it below. Once again, many thanks Tom.
1) FTTC DLM applies only between the cabinet and the modem?
>> Yes, as there isn't any broadband / data signal going anywhere further down the line to the exchange if you are on FTTC!
2) What are the different parameters that apply on this hop? I know there is a current sync speed, a current snr, a target snr and an ip profile. Anything else?
>> The IP profile isn't really related to DLM, it just "follows" your sync rate. In the past the IP profile would take up to 3 days to "follow upwards", leaving you with a high sync and awful speeds! This has been changed now on 21cn and "RE-ppp"ing (rebooting the router) would force the IP Profile to update instantly.
DLM changes the SNR target. So where BE have hard coded / set SNR targets such as 3db, 6db, 9db, 12db etc.. They only change upon user request. BT use their DLM system where line instability or line error counts are collected and analysed, the SNR target and interleaving settings are then modified in increments to try and stabilise the line.
This image shows quite well how, over a 6 day period, BTs DLM noticed that my line fault was fixed. I didn't get the full speed back for a week.
3) Is the ip profile the same as the BRAS profile?
>>Yes
4) The DLM keeps statistics of errors etc to dynamically change the ip profile?
>> Changes the SNR target and interleaving for the line which will reduce the speed, and therefor the IP profile.
5) There is a general theory that the DLM is incapable of telling the difference between an error and a modem power cycle, so that power cycling can cause your profile to lower. Is that correct?
>> Yes, if you resync / power cycle your router multiple times in a day it is likely to try and "combat the line errors" and reduce your sync rate by increasing the SNR and / or interleaving on the line.
6) Can other connections and disconnections have the same effect? For example, if I reboot the router (where this is separate from the modem)? Or use the router interface to disconnect/reconnect the broadband?
>> PPP drops (router reboots while leaving the BT Openreach VDSL modem on and connected) won't affect DLM. The IP profile will match your sync rate upon reconnection of the PPP session.
7) If you have a low ip profile, does this mean that the sync is limited to the ip profile?
>> Other way around, if you have a low sync rate then the IP profile will match the sync rate. If you get an awful sync rate and the IP profile follows downwards, then you resync higher but the router "keeps the PPP session open" (which is possible if you resync quick enough) then your IP profile will stay low, even though the sync is high. Until you reboot your router or disconnect and reconnect the PPP session.
8) Can the sync rate change dynamically without a reconnection? If the ip profile gradually rises, will the cabinet force a resync to make sure the customer is actually getting the benefit of the higher ip profile, or must the user intervene with a modem resync?
>> See above - Sync can rise without affecting the IP Profile and the cabinet does not force a RE-PPP.
8) As I understand it, if the ip profile gets stupidly low for some reason, it can only be reset by BT wholesale? This will only be done after a visit to your home and a telephone call from the engineer to the BT wholesale central admin?
>> Mixed reports plus I don't think people understand the difference between sync speeds, line faults, the delay in DLM increasing sync after a fault.. I expect half the reports on the BT forum are not related to a stuck BRAS / IP profile. It is possible for the ISP or a BT engineer to reset the IP profile and possibly DLM training.
9) (8) This applies to all ISPs using BT Wholesale: some may be more willing to force this process to happen on behalf of their customers, but none can cirumvent it?
>> GEA providers (I believe) still have DLM but don't have BRAS / IP profiles unless they implement their own.
10) Who sets the snr? As I understand it, the customer has no direct control. Is this different for different ISPs?
>> Mixed information again, I believe that BT Wholesale give providers DLM override controls and SNR settings but none? (or few) ISPs use this system.
11) Real download/upload speeds are physically limited by the sync rate. They are also naturally limited by local limitations (such as wireless connections), server limitations, and congestion at various points along the route? Any more? The congestion along the route will vary bewteen ISPs as they use different routes with different capabilitues.
>> It is possible for BTs regional or local cabinet network to become congested. Supposedly the minimum speed you should achieve over the BT part of the network is 15mbps. ISPs such as Plusnet, BT etc.. then layer their own "discriminatory" traffic management on top of that (ie, slow down torrents etc.).
12) Real speeds are 'unnaturally' limited by throttling. This will also vary from ISP to ISP. Sky claims to have none, and BT none except for p2p. PlusNet and John Lewis have significant (but well explained)throttling. All the more expensive operators have none.
>> What you said
13) The ip profile affects the sync rate, and therefore actual speeds. Does the ip profile effect actual speeds in any other way?
>> Not quite right. The IP profile directly affects the speeds you can achieve but the sync rate affects the IP profile. The sync rate is determined by the stability and quality of your line and what DLM thinks it can cope with.
14) Many people (including AndrueC above) report real speeds from speedtests that are consistent and not close to the ip profile. These can't be explained by congestion (that would make them inconsistent). They can't be explained by server limitations, as they are consistent accross servers and the same servers give better speeds to other people. They can't be explained by local limitations, too many people claim sudden drops where the local conditions have not changed. They should not be able to be explained by throttling, as they as seen for many ISPs who do not throttle (I don't hold with the ISP lying theory here). What other factors are there that can explain these cases?
>> AndrueC and some other Sky customers have strange symptoms where speeds are around 20mbps rather than the full sync speed. The only logical explanation is either local cabinet congestion, contention between BT and the provider's network (not enough investment by the provider) or artificial traffic management on the providers side. It is also possible that the router that the customer has attached to their line is unsuitable for the higher speeds. For example an old ethernet router may only be able to cope with 20 or 30mbps! A friend of mine has a TP-Link ethernet router running Tomato on a BT 80mbps service but the TP-Link's CPU limitation causes his service to only perform at around 68mbps; he has a replacement router on order. (Obviously wifi will significantly reduce performance).
15) If you get a stupidly low ip profile, how long can you except it to take before it climbs to something more reasonable? (eg in my particular case, my profile is currently around 15Mb, and from BT service line tests should be around 58Mb). And the classic question, is it best to power cycle the modem (1) never, (2) occasionally (how often) or (3) never if at all possible? Mine did jump from 3.5Mb to 15Mb on one power cycle. Was that just coincidence?
>> My FTTC line took about 6 to 7 days to go from 40mbps to 80mbps after a line fault. It is possible that your 3.5mbps to 15mbps increase was the "re-ppp" affecting the BRAS profile and that your sync had slowly been increasing over time.

what a waste of money sending an engineer to "fix a fault" which does not exist. Precisely.
In my original BE post to which Tom so helpfully responded, I began: It seems to me that DLM is an excellent concept with a highly flawed implementation, both technically and administratively. I think that sending out an engineer to fix an obviously flawed profile is the main example of an adminastrative flaw. I understand (I can't remember source, maybe Tom again) that they are sometimes relaxing the requirement for a visit before reset.
Maybe the DLM system is too keen on stability vs speed. This will keep complaints down from many people: most users won't notice speed too much as long as it is reasonable, but will be upset if their Skype calls and browsing are being interrupted too often.
However, it does lead to complaints from people who notice the drops after an incidence (as in your thread that has drawn lots of interest), or who only get 50 instead of 60. The main technical flaw is that DLM can so easily be confused by drops from loss of power, too much modem recycling, etc, and then takes so long to recover.

Infinity 2 up and down speed, very slow, huge ping...

Hello wonderful friendly people, i'm looking for a bit of help to narrow down the cause of the terrible internet connection I have.
I live in a flat in a new build block in Bristol, just moved in with the owner who has had a few different connections with different providers in the last few years but have always been really bad service. He is now paying for Infinity 2 but we experience massively varying internet speed, as low as 0.25 Mb and as high as 20Mb download, but upload seems to be a bit more stable.
Streaming netflix, downloading files and general browsing is somtimes OK, but mostly terribly slow. It seems the speed goes up and down constantly, hitting rock bottom very often. Playing games is an absolute nightmare. Ping as low as 5, then shoots up to 500 meaning we can't play at all.
In short, paying a lot for terrible internet. The connection is through the phone line, we have a Homehub 3 but with an ADSL modem, i'm not sure we should be paying for Infinity if it's going through ADSL though? I thought Infinity was only phone line for the last bridge between house and local cabinet?
I think the problem is with dodgy cabling in the flats. From my experience this is where the problem points to but I want to be sure before I go to BT and ask for them to fix their line problems.
Here are some results from the last few days from speedtest.net
Can anyone help me with tests I can do to find where the problems lie, i.e. ping tests, trace routes and the like?
Cheers!

Download speedachieved during the test was - 3.89 Mbps
For your connection, the acceptable range of speedsis 16 Mbps-77.43 Mbps .
Additional Information:
IP Profile for your line is - 77.43 Mbps
Upload speed achieved during the test was - 6.77Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps
Thanks

Phone outage since 20th December.

I've had an unusable phone line since 20th December extremely loud crackling, unable to make or receive calls, sometimes no dial tone at all. This fault is intermittently affecting my broadband which, being FTTC, indicates a fault my side of the cabinet. I ran the line test which decided that the fault was in the network and an engineer was booked.
I had a call after a day or so to tell me that, what with the holiday period and bad weather, they wouldn;t be avle to get to me until the 31st. OK I was happy with that as I was not working during that period.
31st December and the engineer duly arrived. Ran line tests from the master socket and said the fault was 130m away. He went for a walk and when he came back he said he couldn't find a cabinet at that distance. He went out again for a while and eventually told me he'd found an upstream cabinet with some rather corroded connections which he cleaned. We checked the line and it seemed to work. So far, so good. He left.
I was away from home for New Year but discovered that same afternoon that I could not connect to my home broadband and that I could not call my house; the call being diverted straight to BT Answer.
On 1st Jan, I had a follow up call from Connor who told me he had discovered the same thing and that he'd report it as not fixed. It ought to be looked at within 3 days.
Today I chased up the fault and had a very frustrating conversation with a support technician who told me that the fault had magically moved into my premises, and read a long spiel on how much it might cost me if the fault is mine. OK this is rather threatening but I'm secure in the knowledge that the only two items connected to the master socket is my cordless phone base station and the BT-supplied Infinity VDSL modem.
The engineer instructed me to unscrew the front plate and connect my phone directly to the engineer's socket; the fault still existed. Still the engineer insisted his “diagnostic software” was able to detect that the fault was inside my premises and therefore he coudl only offer me an appointment of the 14th January. That's 45 days from the first report!
All I want is to get the OpenReach engineer to have another go at finding the fault he detected 130m from my house, perhaps coming armed with the local cabinet location.
How can I get the engineer to return? I work at home and, while I have 3G backup for my internet connection, it is extremely disrupting to have to keep switching over when the network dies, in addition to the obvious difficulty in having no phone connection.

Hello,
I sent you a private message to see what we can do to resolve your trouble. Please check when you have a moment,
Shamika_Vz
Verizon Support
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BT Infinity - 3 orders, 10 wks, 30+ assistants an...

First off, this is going to be a long post, but I have snapped and have lost the will to carry on now. It is almost comical now and I'm intrigued in how much worse this can get.
I also have to caveat I work in IT service and support for a large multi-national. If I dealt with with my customers the way BT deal with theirs, I'd be sacked and the companyy would be bust!
I have a BT phone line, which had a BT Business broadband ADSL service attached to it, provided and paid for by my employer. For reasons I don't want to to go into, it was capped at 50GB/mth and 10mbps and I wanted more. I'd been patiently waiting for infinity fibre to be installed in my exhcange area, as I liked the combination of BT broadband, BT Wifi availability out and about and the added bonus was BTSport for free. This was finally all ready in March this year.
So this whole sorry mess started on March 23rd with me notifying my company to terminate the BT Business broadband and me filling in an online offer to buy BT Infinity Option1 against the phone line, paid my £6.95 delivery, £30 activation and also 12mths line rental in advance, which completed successfully and gave me the date for an engineer visit 2 wks hence to complete the install. All good so far, if only I'd known how bad this would get I would have bailed out there and then......
Apr 7th - The HH5 had arrived in the post, and I took a day off waiting on the engineer to arrive to do his thing. I'd researched online for what to expect and I was tracking progress on the BT website.
Engineer didn't show up.
Rang BT order helpline that afternoon, spoke to an operator in the Sunderland call centre, who after much investigation, said the order had completed, but only as an ADSL service. The engineer had not been booked, because the order never transferred from BT Retail to BT Openreach, she didn't know why. However, a few tests completed, she said all was well with the line, the area, the exchange etc, she couldn't understand why an engineer had been needed to come to my house, as it wasn't needed for an Option1 product and they only needed to visit the cabinet to do the changes. So she would re-order the product again and expedite the install, as it was a BT cockup, but it was late (4:30pm on a Monday ?!?) so she would do it the following day and call me back to confirm.
Apr 8th - no call back, so I call and speak to a different person (still England Call centre) who could see notes on the account, but didn't understand what was happening, but no matter she could place the order..........except she couldn't, becase she was in the Offline Sales Team and I wanted the same deal I had online, so I needed to call back to the Online Sales team instead, she couldn't transfer me. So I call another number, get through to someone who again doesn't know the history or story, but could place an order again. He said he'd sort out all the charges so i didn't pay twice, agreed I didn't need another HH5, so would cancel sending this out and would arrange for an engineer to visit the cab and do the change on Apr17th. This was as as quick as he could do it. It didn't matter I said, as I was on holiday the next week anyway, so I would all be done when I returned. Great! I also establish I'm dealing with Infinity Order management team on 01793590111 and get a service Request number to quote. Progress I think, as I find even if you dial the correct 0800 number from the website, it appears random where you actual get to.
Apr 17th - whilst on holiday, I checked the BT account website order tracking. It shows HH5 dispatched, but undelivered. It shows order complete, but curiously shows Broadband product on account as ADSL Option1 10mpbs, 2GB cap, but in the useage page, shows BT Infinity Unlimited. I'm not convinced this is correct.
Apr 20th - get home, card from Post showing undelivered parcel (another HH5), Broadband not working at all.
Apr 21st - Ring BT, get through to Indian tech team (?!?, thought I was ringing Inf Order Mgmt), try and explain situation, which is interpreted as broadband is broken. Bless him, he tries for next 1.5hrs to sort it out and he does get service back at ADSL speeds again. I tell him I ordered infinity though and he assures me that it will speed up over the next few days. He will call me back next days to check. I'm not convinced, on either the speed, the service or the callback.
Apr 22rd - No callback, no speed improvement, still undetermined service status on webpage. Call BT again, speak to another person in English call center (still rang same number as before!). Go through whole story again, she agrees its not good, but they will fix it! Says only thing she can do is place another order! I suggest it might be best to establish the root cause of why the previous 2 orders haven't worked and completed properly, plus I don't really need another HH5. She agrees and transfers me to another department (not sure where/who/why). No handover, so I have to start again with the explanation and we both agree a Service Investigation needs to be raised with BT Wholesale about why the orders are not completing. I venture my hypothesis which is that it maybe something to do with the transfer from BT business to BT Retail....possibly.....maybe? She say she will raise request and will call me back in 2 days with the answer. With a deep sigh, I agree and make a note to call BT in 2 days time!
Apr 24th - No call back, so i call them. there hasn't been a response to the request from Wholesale yet. 2 working days haven't quite elapsed, so I'm told ring back tomorrow. The callback appears to have been forgotten about.
Apr 25th - Finally, repsonse from BT Wholesale is....... there is a tag on line which indicates it is a ADSL business line, this needs removing, we need a MAC code. WTF? I explain it is a BT to BT transfer and at no point at any time has anyone asked for a MAC code. Operator agrees it is a bit silly, but will get the tag removed. This will take another 3 working days - 5 actual days due to the week. She will call me back and then we will need to order again.
Apr 30th - No callback, so I call again, get passed from operator to operator, I'm assured the tag has been removed and thereis nothing to prevent the Infinity order progressing correctly this time. I'm finally transferred to someone who can place the order. I have to explain the entire story again to him and stop him abruptly when he starts explaining about the costs, activiation charges ect, "I'VE ALREADY PAID THEM!". He says he can match the original offer online, with a bit of adjustment, but I will have to recieve another HH5, as there is no way he can place an order without sending one out. Reluctantly I agree. He is delighted to tell me he has expidited the order and he can get it installed on May 6th! Great, i say, only 9wks after I originally ordered it. he didn't get the joke.
May 6th - HH5 number 3 arrives. Watch order online complete. BBand service unaffected, all looks good as Web page is now shoing consistently as I hve BT Infinity unlimited. Great! However, speed is same as it was on ADSL.
May 7th - No change to BBand speed overnight, despite powering on/off HH5 etc. Ring BT, try and explain situation and history. They are having none of it. All looks well and I need to wait 3 days for the speed to stabilise. The point is lost on anyone that the speed hasn't changed. I can understand the stabilise period, but surely I shoudl have a speed bump with moving to infinity?!? No joy, must call back in 2 days.
May 11th - I disconnect the HH5 and plug it directly into the test socket on the master socket. I plug my laptop into it with a wire, and run speedtest.btwholesale.net and also check dslchecker. For good measure I also run the BT websites check your speed page.
1) speedtest page, shows everything is working perfectly, at the max line speed of 7.9mbps - ipprofile is 7.9mbps
2) DSLshecker shows I can get full Infinity at up to 40mbps from me local cabinet 19.
3) BT webpage shows that everything looks good fgrom exchange to house, but the speed is too slow for infinity, it indicates it is in issue in the house.
4) I believe that it is a BT issue, not mine - the order despite showing as complete - I don't think it is.
I ring BT tech support and get a script following person, who is happy to skip over the bits to get me to the test socket. he runs all his tests and after about 45mins, says it is an exchange fault and needs to be escalated to level 2 (sounds mysterious!). Someone will ring me back tomorrow in 2 days.
May 13th - Someone did ring me back, but I wasn't able to take the call. I can't ring them though, only send them a text to setup a new time for them to ring me - seems a stupid system.
May 14th - I ring BT again and get direct to a Level2 person in India. She does more tests and decides it is an issue at the exchange, so she puts me on hold and rings a colleague. Then conferences me in with a tech support person in Ireland, who tells me the infinity service was cancelled yesterday and downgraded to ADSL again. He can't tell me who, why or when (I make it clear it wasn't me!), but I need to place another order. AARGGGGGHHHHHH. I then spend 5 mins on the phone as BT argues with BT about what to do, untill I remind them I'm still on the phone and it might be better for them to sort it out and ring me back with an anwser. They agree. Level2 form India rings me back and says it needs to be escalated and that it is late (845pm) so someone will ring me back tomorrow.
may 15th - Tech support from India ring me at 1105 this morning to tell me I need to place another order to get infinity, conference me with an op in Easy Assist team to do this and then leave. I decide enough is enough and rant down the phone. Lesley from Easy Assist apologises, understands, but all she can do is place an order. She goes off to consult with her manager, placing me on hold. She comes back with someone from the Early Life team and transfers me to them, saying she will deal with it now. I then get an explanation about problems with Active assets, circuit issues, exchange problems etc, which are all preventing the order completing, but it is OK, someone is dealing with it, it will be done tomorrow..............and then I can place a new order! She can't place an order today, as it would conflict with what is happening and she can't actually help, as she only deals with orders once they have been placed!
So 3 failed orders (root causes varied, undetermined, unknown), 10wks and counting and still no Infinity. BT WTF are you playing at!
I saved the best for last - today I was told this case is currently with the "Complaints Team" and I was given a ref number. They are going to ring me tomorrow to sort out the issue and place the order. I asked when they will call - apparently they don't fix times (other departments in BT do though). I asked if I can ring them - they don't give out their number apparently. I asked if there is a name of someone to complain to - they don't give out names apparently.
So BT you've completely cocked this up, you persistently mis-direct, lie, transfer calls, won't take ownership, won't/don't call back, won't give out direct dial numbers, have ludicrous systems, bamboozle your customers with techno speak which is some cases is mi-placed, in others is plain rubbish....and you have complaints system which can't be contacted, has no name and works in mystery!
I've read that there are a team of moderators on here who can take personal ownership and sort out issues such as mine. I'm on a personal mission to make this work. I'd sorely like to deal with a single individual to deal with this to its completion now.

So - I get a txt msg this afternoon at 1630, saying my BT Infinity Install is confirmed for 27th May 1300-1800, however we will get in touch with you on 20/05 with the earliest appointment. Call 0800 800 150 if I have further queries.
I've checked on the MyBT webpage and it shows that an order has been raised for BT infinity option 1, install is 27th May, appears it is for an engineer visit now.
I've rung the number, and spoken to someone in the Indian Call centre from Order Management team, who has confirmed this and read out the notes that they had tried to ring me on my mobile @ 13:46 but no reply, so had proceeded with an order as they had my permission.
No missed phone call, no voicemail left on my mobile.
Apparently all the issues have been dealt with, the order has been confirmed, they are expediting the order and they will ring me back on 20th May to book an earlier time. Quite why they can't book an earlier time now I don't understand and he couldn't explain.
Obviously I'm sceptical, as I've heard all this before (all sorted, everything is going to work etc etc), so I ask how they know and can guarantee it is all OK this time compared to the last 3 times. Apparently they know it will work this time as the order is confirmed and an engineer will be booked to do the work in the exchange. This begs the question that no engineer has ever done anything on the previous 3 occasions.
I asked if the engineer needs to come to my house. Apparently he does to fit the fibre to my house ?!? I tried to explain for BT infinity option 1, I was sure it was just a fibre to the cabinet and that nothing changes in the house, but he was insistent that a fibre will be connected to my house. I again checked, as the original order had an engineer visit booked, but subsequently BT changed their mind and said a self install was all that was needed for the last 2 orders. Frankly I'm still **bleep** confused and I don't think they know what is going on.
Also, there appears to have been some kind of reduction made to the costs, but the way it was explained seems very odd and doesn't make any sense.
I don't feel any more confident this time than last 3 and I guess I wait until 20th May to see what happens then.
P.S - it would appear they haven't ordered another HH5 this time! No sign of it on the order form.

Is Infinity connection possible???

I am in an area where the local cabinet, (Much Marcle ,(WNMM)), is fibre enabled. The line checker says that fibre isn't available to me when I enter my phone number, however if I enter my address it says that it is. The households either side have fibre. I had a visit from an engineer when I changed broadband provider to BT who checked the cabinet and informed me that my connection is capable of receiving fibre. The engineer said that Openreachs' information needed updating and put this in the notes for his visit. He said that I should phone BT, refer them to his notes, and ask to be moved onto fibre. I've tried this on several occasions but each time am told that fibre isn't available to me. I'm told its coming to my area and I will be emailed when its available. This is so frustrating .... its as if the left hand doesn't know what the right hand is doing. I have a friend who is an Openreach engineer and he double checked that the cabinet is enabled. I'd love to phone Openreach to put in a complaint but can't find a number anywhere. Is there any recourse at all?

Hi, and thanks for the quick reply. I've completed the form as advised and run my number through the checker
BT BROADBAND AVAILABILITY CHECKER
Telephone Number 01531660*** on Exchange MUCH MARCLE
Featured Products
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
Downstream Range(Mbps)
Availability Date
ADSL Max
Up to 8
7 to 8
Available
Fixed Rate
2
Available

Bt infinity madness in gravesend

firstly I'm connectected to the gravesend exchange which is infinity enabled
all local cabinets ie walking distance of my property (aprtment built 2009 before the infinity rollout so connected to same cabs as local housing) da12 2se have been upgraded or replaced by the new infinity cabinets
bt infinty checker can not find my address
enter the address for all houses on the local roads surrounding by apartment can receive infinity
im connected to a cab that has been upgraded this has been confirmed by 2 open reach engineers
so can any one tell me why i cant get it? im sure the other 300 people in the apartments around me would also like to know.
Also if my line does not support it how can i get a line that does?
also why is it that the bt infinity checker does not reconise the following post codes around my area all recent buit properties 2009 DA12 2AY / DA12 2SG / DA12 2ST / DA12 2SF

Sometimes with apartment buildings there are sub-cabinets in the building which can prevent FTTC being made available to the lines.
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My local cabinet?

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