New Infinity 2 Order & Cancelled Over Master Sock...

Hi,
Just trying to get some advice here about master socket and BT unwillingness to new customer.
I placed online order 2 weeks ago for infinity 2 & land line, My landline has been inactive for about a year now. So think that my new landline was inactive for a year and being that the master socket was placed in a really bad place before I moved in I could get it moved being a new customer and the free connection fee.
Engineer came out on jan 2 and told me he would need the master socket moved which he will arrange with BT, today I recieved a text saying I missed the engineer yesterday and another appointment has been made for 16th.
I phoned them up told them the situation they just repied saying open reach dont mvoe master sockets and I would have to hire a electircian to move this for me....
My point is why cant BT move the socket free of charge for a new customer ?? I canceled my order over the phone today I kinda regret doing it because well I had more faith in BT than other companies .

Puppy wrote:
I would say that you have been given incorrect advice with regards the moving the master socket.  The only company / people allowed to touch the back of the master socket is OR.  There is of course one caveat to this and thats if you have an external NTE, nice pic in this thread , I belive this is effectively the master socket and all internal cabling is your responsibility.
Has anybody got any expirence of external NTE's and Infinity?
If you want to try and reorder Inifinity I suggest you contact the mods on here first.  Can't really comment with regards to the move being FOC but as long as it isn't a big job most OR engineers will do it.  If it needs a new drop cable then humm?
I don't know why you have said that the OP has been given bad advice, when I have already said that Openreach are the only ones who can move it, and should do when Infinity is installed. I've had it done when my Infinity was installed and I have done many installs where the master socket is moved when installing Infinity.

Similar Messages

  • New Infinity Order - As it happens !!!

    I've just ordered Infinity (today) and I thought I'd track the order etc here for others to see 'live' what to expect:
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    20/02/2013 - Sixth undate.
    Hopefully the last update. I was given the 1pm to 6pm slot and the Openreach engineer (Dave) called at approx 2pm, explained what he needed to do at the cabinet and that he'd be with me in 30 mins.
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    Alan.

  • New infinity order - service?

    i ordered infinity 12/06 and install was to be 21/06. No engineer showed up and no phone call. made complaint. full reply by email - key points -appointment cancelled by bt wholesale due to shortage of staff. Supposed to have a process in place to contact customer - failed on this occasion - lesson learned etc..
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    Regards, A very frustrated customer.   

    Tbh it sounds like what happened to me bt and openreach don't seem to be able to contact each other which for tele communications firms is a bit of a joke.

  • New infinity install with a master socket move - w...

    As I understand it, Infinity requires a modem plugged in directly to the master socket & a power point adjacent also. This is of no use to me at all & I would like the master socket moved. Now, from what I read here, BT will do this "officially" for £130, or on an infinity install, the openreach engineer *might/should* do it if it is straightforward.
    I plan to run cat 5e cable from the master socket location, up a cable run we have in the property to the new location where I want the master socket to be located, leaving both ends unconnected. Then it should be simple enough for the engineer to connect at each end and then carry on working from the new master socket location. Maybe they could even use the second pair in the cat 5e to reconnect the original set of phone sockets we have around the house that are currently connected from the existing master socket.
    Could someone advise please...
    1. Is cat 5e cable the correct cable to use?
    2. Does my plan sound viable? Is it technically correct?
    3. Could the second pair in the cat 5e be used in the way I have described? Thanks in advance.

    Thanks for the reply & welcome Michael.
    Some subsidiary questions then please.
    1. Should I run a different sort of cable other than 5e? If so, what would be the correct type?
    2. Your very helpful diagram suggests that BT would surface run up to 30m from the Master Socket to the modem. My cable run would be much less than this. Would I be better to run cable myself (in my cable run) to be used as the connection from the master socket to the modem? If so, what sort of cable should it be please & does it need to have a connecting plug on the end of it (where it plugs into the master socket) or will the OpenReach engineer fit this him/herself. I guess if they surface run cable they will be able to attach the plugs on the end of the cable. What sort of connection is it?
    Thanks for you time - and for anyone else's who replies.
    I should also say I am not bothered if the Master Socket is moved, AS LONG as the modem & router (home hub) are NOT located adjacent to the current position of the Master Socket. I estimate the direct cable run required if I run the cable will be no,more than 15 metres.

  • Engineer visit re: new infinity order need urgent ...

    i ordered Infinity yesterday and received all teh relevant emails from BT confirming order.
    One email states the engineer will visit from 13:00 and 18:00 Ive just check the status of my order and it now states the followin info where previously a time was given for the enginner:
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    I am very concerned who do I call? - I dont want to call and go to India becuase people on the forum seem to have issues with enginner visits when they have been routed to the team there - Im disabled and need my connection  - My understanding is that an engineer does need to attend the property to install the bt modem vDSL?
    Lee
    Broadband - BT Infinity Option 2
    Your appointment

    uklee wrote:
    i ordered Infinity yesterday and received all teh relevant emails from BT confirming order.
    One email states the engineer will visit from 13:00 and 18:00 Ive just check the status of my order and it now states the followin info where previously a time was given for the enginner:
    Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange.
    I am very concerned who do I call? - I dont want to call and go to India becuase people on the forum seem to have issues with enginner visits when they have been routed to the team there - Im disabled and need my connection  - My understanding is that an engineer does need to attend the property to install the bt modem vDSL?
    Lee
    Broadband - BT Infinity Option 2
    Your appointment
    Hi there,
    You can safely ignore that notification. The engineer does need access to your property, as he will need to install the BT Openreach VSDL modem and the Infinity SSFP (Service Specific Face Plate) onto your current master socket.
    I hope this info helps.

  • Placing New Infinity Order - No Ports Avilable

    Hello everyone,
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    My order was due to go through on the 12/03/15 bit long to flick a switch I thought but it must be more technical so i let it go.
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    Andrew Robinson: the issue is i have been on the phone but this is still not reseolved as i feel that they just want me off the phone i would like thisreseolved asap
    edited by mod; it will be resloved till 12/03/2015
    *****: as the order is open there is no problem
    ***** you can leave the voice message
    Andrew Robinson: that is perfect thank you.
    unfortunatly that was a lie it still hadnt be sorted, so 13th rolls round and im back on the phone again and another coversation full or "sorry's" and "its out of our control" and at the end of the call i find out my order has been cancelled!!!
    I have reicived the BT Hub5 and Youview box. And i know that im going to get charged for a product/service that I havnt got, even though they have said the order is cancelled.
    Can i still get out of my standard broadband contract and move to another supplier without a charge?
    Has anyone else had this or a similar problem and have the resolved it in anyway?
    Many Thanks in Advance
    Andy

    Hi Andy,
    Welcome and thanks for posting. Sorry there’s been a delay in getting the Infinity connected. I’ll be happy to lend a hand with this. Can you drop me an email with the details? You’ll get the ‘contact us’ link in my profile.
    Cheers
    David
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

  • New Infinity order advice

    Hi,
    We've recently placed a new order for Infinity and received the following email:
    Regarding the order for Fibre service VOLxxxxxxx. We are contacting you to advise that the order has gone for a Survey. Since the external work is scheduled for 09/12/13, please check to see if a box has been fitted to the outside of your property. If not, then it is extremely unlikely that the installation appointment on 18/12/13 would go ahead. We will inform you if this is the case. Apologies if this causes you any inconvenience. Regards, BT.What does this mean and what should we expect? Are there likely to be any issues? We live in first floor flat. Thanks for any advice.
    Solved!
    Go to Solution.

    It will look like this  it is unlikely to be there until the date  mentioned in your post it can be white or  Brown 
    If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

  • New Infinity order

    Hey just a quick question, placed an order to switch my telephone line and broadband to BT from a full Sky LLU package. Today my line switched over successfully, can anyone tell me when the order for Infinity 2 will be placed? and how long it takes once the order is placed? as Sky have told me Sky broadband will be removed in 10 days.
    Thanks. Adam

    Because it is Infinity 2 that you have ordered you will need an engineer visit to install it. It will depend when they have an engineer appointment available. If you contact BT on  0800 800 150 they should be able to answer your question.

  • Price for new phoneline from Post and Master Socke...

    Hi there,
    Having looked at my parents phoneline wiring yesterday i have realised that it has gradually become incredibly unfit for purpose.
    Currently it joins the house on the roof before flowing through 3x junction boxes before termintating at the master socket which is currently fitted in the office upstairs.
    This causes two problems. The first being that the office is in the corner of the house and the wifi will not make it to the other side of the building. Secondly the crazy run that the phone line takes to the master socket, through different cables is causing problems on the broadand line dropping.
    I would like to have BT come and bring a new line into the house terminating with a master socket by the front door. This would be an incredibly simple cable run rather than what they currently have. Literally straight down 3 metres from where the current line starts to spaghetti around the house and in. It would also allow the router to be in the centre of the house causing no issues with wifi.
    Can someone please advise me of the cost of this. Along with what my dad needs to ask for, so that they can get this ordered? I think its something like "new external wiring from post and master socket"
    Thanks very much

    It will be Openreach that do the work on behalf of BT. It normally costs about £130.
    You will have to contact your own service provider, for example, if you pay BT for your calls and line rental, then they are your service provider.
    If you want to contact BT, you can use Live Chat  or telephone 0800 800 150
    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 Order Keeps Getting Cancelled! And Muc...

    Hi.
    Sorry, this is REALLY long, but I needed to document this somewhere.
    I own a house.
    I have two phone lines on my account.
    I pay the bills for both, but one is used exclusively by my lodger. He pays me for his calls, broadband, etc. For years this has worked well. Even if we have two lines of ADSL2+ at a whopping 1Mbps each! (I know, "WOW!")
    At last, at the end of June, BT Infinity 2 arrives on our estate. Testing indicates that we will get a serious 77Mbps down and about 15Mbps up.
    I do a little victory dance.
    Then, the pain starts. Courtesy of the BT Infinity team (I have been lead to believe).
    My lodger wants his own "private" Infinity line. I think this is rude as he does not want to share, but hey, if he pays for it, who am I to judge?
    I obtained two MAC keys from our current ISPs.
    Around the 10th of July, I ordered two BT Infinity 2 lines to be installed. All was well. Engineer was booked for the same day to install the wall-boxes, modems, etc. Booked for 26th May.
    I paid for a year's line rental on the line that I use, in advance, to save money.
    Later that week, I noticed one of my orders has disappeared. Hmm.
    I phoned the helpline. Got a really nice Indian lady. I asked her why the second Infinity line had not been installed.  She wanted to know what speed I was getting and could I please power-off the modem. Sadly, not good English. I apologised and said I had to go, and hung up. I phoned up again -
    *1. Was told that only one BT Infinity modem could be installed at a time as the engineer would not have time to install both - this is even though TWO install slots were booked.
    *.2 Later I got told that two Infinity lines could not be installed because the lines are on one account number.
    The MAC for my lodger's line was put into the system. ALL records of any orders whatsoever disappeared from the BT tracking service!
    I did however receive emails telling me of the install date, etc., of my lodger's line.
    Sporadically, I received emails asking telling me that they NEEDED my MAC in order to progress my order. What order? There was NOTHING on the BT site. No VOLs or order numbers that I had been given brought up any results. According to the Order Tracker, there were no orders, so I could not enter the second MAC.
    Stressful? (After ten years of truly awful download speeds - we've only had broadband of any sort for about three and a half years!) You had better believe I was stressed!!
    On the 23rd July, I get a letter through the post from BT, dated the 11th of July. It says that my transfer to another phone company would be completed on the 24th July and should I wish to cancel this, I needed to contact BT BEFORE the 20th of July!
    I panicked and phoned BT to stop the transfer. Whereupon the lady I spoke to said that she thought it rather strange that I had paid for a year's line rental then decided to move to another company. I later received welcome blurb from TalkTalk. TalkTalk? Grrrrrrr!
    The Hub3 turns up on the 24th July, for the lodger's line.
    The 26th, and the engineer turns up. Stuff installed. GREAT!!
    Network crashes a couple of days later, east of London into Essex. BT pretends that it was a "line fault".
    Also have had several modem crashes giving sub-1Mbps speeds.
    It is now Wednesday 8th of August (I think). I decide to try and get the second Infinity line installed as I am still stuck on 1Mbps ADSL.
    I go online to sign up.
    What? I find out that I'm being charged for phonecalls during the day?
    BT have cancelled my Anytime package on MY LINE on the 26th July without telling me and I have been running up call charges without knowing it!!
    It gets better: There is now no record that I ever paid them £120 for my year's line rental, and to really take the pi**, they have charged me in advance for the August line rental.
    I phone up to get things sorted regarding my year's payment, and to get my Anytime package put back on my account. Apparently this cannot be done BECAUSE THERE IS AN ORDER STILL WAITING TO BE ACTIONED ON MY ACCOUNT. Could this be the "cancelled" Infinity order? The system will not let anyone modify my account.
    I get passed from department to department. Here. India. Here. Infinity team, wherever they are? And back to here again.
    *3. The guy I finally spoke to confirmed that the reason I could not get Infinity on the second line was because the two phone lines were "linked" on the account. He said that he, "WOULD GET THE LINES SPLIT." That way the installation would go ahead. I was to call back after lunchtime on Friday all would be sorted.
    Friday 10th. 1pm. I went online to check progress on my account. Nothing obvious. It still shows Evening and Weekend calls. Tried to order Infinity again online. It would not let me do so.
    I then called BT. Guess what? It wasn't sorted. Yes, there was no record of any attempt to do so.
    I then phone up the number I was given by the "Account-Split-Guy" to try again to get Infinity installed. I get through to India. I have the wrong department. I get though to Tech Support in India. I have the wrong department. I got through to someone in the UK, but they could not help, so I got put through I think to the Infinity booking team in India. They said I needed to talk to someone else, and FINALLY I got to talk to a really nice lady in the UK who went out of her way to help.
    The nice lady in the UK asked what had happened. I told her. She tried to change my Anytime package, and it was blocked still.
    *4. She told me that according to their system, *"I ALREADY HAD INFINITY ON THE LINE I WAS TRYING TO INSTALL ON"*.
    I told her about all of the above.
    She said she would look into it and get back to me.
    After much messing about (hard work on her part!) she managed to get my Anytime package put back on my account. She said it would go live later that night. She tried to get an Infinity order processed, but she needed a MAC key. I gave her the one I had obtained when I originally placed the order, but it had expired!
    I then got onto my old ISP and by some miracle they managed to get me a new MAC in just over half an hour!
    I contacted the lady at BT who then got an order put through for BT Infinity. She did not need the MAC at the time, but was not allowed to place an order without one.
    Much thanking went on.
    Later Friday evening I went on the BT Order Tracking site to put in my MAC. It was not possible. It did say that the broadband order was "In progress", with an estimated Completion Date "Today." Even later Friday 10th of August, the broadband order is listed as "Completed." I try to enter my MAC again and I can't. I cannot book an engineer visit either.
    I am again worried.
    Saturday 11th, late in the evening, I phoned the Infinity install team, on the number I had been given, to give them my MAC. The lady in India could not understand what I was saying. I rang off apologising that I had the wrong number. Phoned again. India. Got a man on the phone to whom I explained that I wanted to give him my MAC key. He then asked me, "You have lost your MAC code?"
    After much explaining he understood what I was saying. I gave him the then current VOL order number, and he said that for an Infinity install, they "Did not need a MAC key."
    Fair enough. I thanked him, said goodbye and hung up.
    I kept checking over the weekend and the order remained up on the site.
    Monday 13th August. Morning. Logged onto BT site. My order was GONE from the Order Tracking page. Got an email and a phonecall from the lady at BT saying that she was still working on things. She had to take off the Anytime call package on my line, but leave it on the lodger's line for the time being. This "should" enable her to order Infinity on my line. I checked online later in the day, and there were order details there, but with a different order (VOL) number. It still shows that my broadband order completed on the 10th of August and my Evening and Weekend Package will complete on the 15th of August.
    I need to say: Apart from the lady mentioned above, who has been superb all along, everyone else so far, wherever they are based, have been *very* polite and helpful while on the phone, just pretty useless when it actually comes to sorting the problems out. There has also been a significant language barrier on some occasions.
    There were many more phonecalls on other occasions. More being passed from department to department, and more rubbish told to me than is listed above.
    Luckily for you, this is all I can remember.
    A new day has dawned. I still have a valid MAC, no Infinity, and no date for an engineer visit booked.
    I am not optimistic. :-(
    Solved!
    Go to Solution.

    Hi All.
    Today's update.
    According to the Order Tracker-
    Apparently, as of Friday the 10th of August, my BT Infinity 2 service installation was completed. Funny, I don't remember an OpenReach engineer breaking in and installing an Infinity wall-plate, and setting up my non-delivered and thus non-existent HH3!
    Also, about an hour ago from this post time, around 1600hrs on Wednesday the 15th of August, my "New" Evening and Weekend Calling Package went "Live". I believe I have had that package all along. One of my gripes was that I was taken off the Anytime Package.
    Hang on! What's this that came in the post earlier today? Dated the 10th of August - I am being informed that my "Unlimited Anytime Plan" is being set up. Cool! Ah, no completion date, but I was told over the phone, on the 10th, that it will have gone live by midnight of the 10th.
    So, have I got it, or not? Any of it?
    So. Still no second Infinity line.
    Yes I know, some of you poor buggers cannot even get Infinity, but thanks to my Lodger and the general incompetence of one BT department or another, neither can I!
    I am posting this over my trusty 1Mbps ADS2+ line, while trying to download a 3.2GB disc image from MS TechNET. Apparently, it is going to take me nearly 10 hours at the current speed. I have at least five more large images to download.
    Oh boy...

  • New BT Infinity order... Order tracking fails

    Hello,
    I ordered BT Infinity this afternoon, as my cabinet went live this Saturday. I gave my MAC code to the BT rep on the phone, and everything went smoothly. I have an engineer booked for 1st November between 8am-1pm to install Infinity and get everything sorted.
    My only problem is that the rep said I could track my order at any time through the BT order tracking page, but it doesn't work with my reference number. When I type my reference number in to the "VOL011" box, and my postcode, I get the following error:
    Order not found
    The order details you have entered were for a cancelled order, which we are unable to display.
    This could be due to one of the following reasons:
    You no longer require the product or service associated with your order and have cancelled this yourself after discussing and agreeing with a member of our team
    Our suppliers are unable to fulfil some of the requirements of your order and we will be contacting you shortly to discuss this in more detail with you.
    If there is a problem with your order please be assured we will contact you directly to discuss this further. For any other queries, please call us on 0800 800 150
    Opening hours are 8am to 8pm Monday – Friday, 9am to 6pm – Saturday/Sunday.
    Should I be worried about this? The BT rep said I will receive my Infinity equipment on the phone on the 28th October, along with documentation of my new contract with BT. I really want this to go smoothly, as I have been looking forward to getting BT Infinity for literally over a year. I am aware that the order screen is probably just glitchy - as much of the BT member pages are at times, but I would very much like a member of the forum staff to check over my order and make sure that it's all progressing well. My tracking reference is useless, and it has got me worried! I only ordered the product 8 or so hours ago, so I'm hoping this is just a minor error with the website, and my order hasn't actually bee cancelled (especially after I went through all the effort of signing up over the phone).
    Any help the Admins/Mods could provide would be much appreciated.
    Regards,
    Tim
    Solved!
    Go to Solution.

    Hi Tim
    I reckon by tomorrow (Wed) the Bt system should have sorted itself, if it hasn't there is no harm in ringing BT.
    The VOL part of your order number indicates an order made over the phone.. so maybe even though the sales staff type the order as your speaking to them I suppose the system may take a while to synchronise things compared to an order made over the internet...
    waffling a bit here am I not 
    If after phoning you are unhappy or worried then the way to get help from the BT Forum mods is to fill in a contact form obtained by clicking on one of their names.
    Here is a form you can use http://bt.custhelp.com/app/contact_email/c/4951
    Normally will contact you within 72hrs but it will depend on their workload... they will make contact.
     Edit... I wonder if you've ordered a telephone line as well as Infinity?
    This can cause a problem. Some people have had Infinity installed on the same day as the telephone line is installed others have problem with the line being installed but infinity cancelled or delayed.
    It shouldn't happen I know but sometimes it's a problem.
    On a further point I recommend you ask the engineer to mount the Openreach Modem on a wall. it's cooling vents work better that way.
    And if your planning on using Infinity over a wireless connection then wireless "n" gives you the best speed.
    It's easy to change your PC/laptop if your on wireless "g" you just plug a wireless "n" adapter into a spare USB socket.
    Info on identifying wireless g or wireless n HERE.
    Please Click On any Text in Blue as that automatically links to information.
    PC (NDEGR)

  • New Infinity 2 Order

    Hi Guys,
    Ive recently placed a new Infinity 2 order, porting from a TalkTalk ADSL service.
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