New Infinity Installation

Got Infinity on order, read the stuff - confused!
My master socket comes into the house at the front door - no power socket near there. I have four wired extensions, all hidden cabling, all near power sockets. So - how do I get the new hub without any surface wiring if it has to be near the incoming master socket?
My current BT hub is in the bedroom (office!) and of course with BT Vision have the plug ins
Definitely no surface running of cables either for power or for extensions. If we need to have the master socket next to the hub and power, then there may be a need for external cable runs and drill through walls to fit a new socket. Any ideas? And will the engineer play ball?
Solved!
Go to Solution.

the engineer can change any socket to become the master for free ask them when they arrive remember you need two power sockets available one for the hub one for the modem
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New Infinity Installation. No internet connection ...

Hi.
Had Infinity installed on Thursday afternoon and was initially impressed with 40Mb+ download and 15Mb upload speeds.
However, at about 5.30pm webpages stopped loading. Rebooted the HomeHub3 and was ok again for about 15 minutes but then nothing for the rest of the night.
Internet was back the next morning but same thing happened again last night until about 11.15pm when it was back as if nothing had happened. Whilst there is no access, the HomeHub shows 3 solid lights. It's like there is a connection but its so slow that webpages time out. Tried using wireless connection and wired through Powerline adaptors. Also tried connecting directly to the router.
So for 2 nights out of 2 I've had no access to the net which is obviously not acceptable. Can anyone suggest anything that I can try? I will have access to a new router later today so I will try using that.

Hiya - same thing has happened to me - go BT Infinity2 installed last Tuesday, all ok 48mb down 9+up until Fri 18th May when it dropped out and was v.slow. No internet until Saturday 19th during the day. Then 40+mb ok until 2330 Saturday 19th dropped out log shows CWMP:session connect host failed - again no internet until Sunday 19th - a call to 0800 111 4567 remedied the situation with "a fault at the exchange - working the the exchange" then I got 48mb dowm, 9mb up until.... 2330 on Sunday when the signal dropped out - like you, SensiBlue, three bluse lights and I can ping a server so theres a connection, but the log again shows CWMP:session connect host failed and CWMPSL certificate error. No internet again all night - a further call to tech help merely resulted in the response than an engineer will come to my house - in four days time! to see if its a fault on my line. This hardly seems likely as I can ping out, and the line was checked - just 6bB loss only on Tuesday. I have tried a new router too - no difference. This intermittent fault seems to be fairly common on the forums too. Anyone got an idea? Like you say, SensiBlue, its not acceptable.

New Infinity installation is slower than ADSL - Su...

BT just rolled out Superfast broadband in my area so I signed up with BT. I was promised 13Mbps/1Mbs which was disappointing as it's nowehhere near the 'Superfast' speeds that BT advertise. I already have an ADSL line from TalkTalk which tests out at about 6.5Mbs/0.8Mbps so even though I will be paying 50% more at least I was promised that I would get double the speed. If only that were true!
A brand new line was run to the house on 20/5/2015 & the BT Homehib installed. However the speed is only 5Mbps/1Mbps & has not changed since installation. I immediately called customer support on the day of installation but they say there is nothing wrong with my line but clearly there is as I am not getting anywhere near a 'Superfast' speed not even the same speed as my exisiting ADSL line.
What do I need to do to escalate this & get the problem sorted? Clearly I don't intend paying 50% more to get an inferior 'Superfast' line from BT.

Here' some more tests as requested:--
FAQ
1. Best Effort Test: -provides background information.
Download Speed
5.07 Mbps
0 Mbps
5.2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 5.07 Mbps
For your connection, the acceptable range of speedsis 3.64 Mbps-5.2 Mbps .
Additional Information:
IP Profile for your line is - 5.2 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.89 Mbps
0 Mbps
2 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.89Mbps
Additional Information:
Upstream Rate IP profile on your line is - 2 Mbps
We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.
Please visit the FAQ if you are unable to understand the test results.

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.

New Infinity 2 Order

Hi Guys,
Ive recently placed a new Infinity 2 order, porting from a TalkTalk ADSL service.
When I placed the order I did not have my TalkTalk MAC code, however I received this on Sunday via email.
When I go into the ordertracking page to input the MAC code, the web page does not recodnise the code (I never get past Step 1 of whats indicated to be a 2 step process)
I called the 0800 number indicated on the BT welcome email, and gave the MAC code verbally to somone who spoke English as a second language. He appeared to struggle with the MAC code input as well, and after several attempts announced there seemed to be a systems problem, but it had finally gone through.
My issue is that when I look at the ordertracker today (48 hours after verbally being told the MAC code has been accepted) the order update still says that the MAC code is outstanding and no dates have been confirmed for installation.
Is this a problem, or does the ordertracker status always lag behind the status on any internal BT system?
Cheers,
JKW.

So the plot thickens....
Ive talked to a UK BT agent who checked the order progress, and they confirmed that the MAC code is still outstanding.
I gave them the TalkTalk MAC code I was issued with, only to be told that its in the wrong format!
The issued MAC has the following format: XXXX1234567/XX12X.
However the BT portal is requesting the MAC in the following format: XXXX12345678/XX12X. So my TalkTalk MAC code is one digit short. BT asked me to go back to Talk Talk and request they check the MAC code issued is correct, which they have.
They also said the MAC code digits can be between 7-9 digits long.
I was also then told by Talk Talk that the MAC code for my current service is actually provided by BT themselves (I assume via Openreach?) as Im on a BT provided LLU service. In addition, I cant request for another MAC code until a full 30 days has elapsed from when the current one was issued.
My Infinity 2 order is currently still unconfirmed, awaiting MAC code.
Are there any BT moderators who can assist? I seem to be caught in a Catch 22 loop between BT and Talk Talk, with BT themself not recodnising the MAC code that they apparently issued to Talk Talk!
I just knew this would turn into a mare........
JKW.

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.

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.

New Infinity and BT Vision problem solved - thanks...

Not a problem or a complaint this time, but a pat on the back for BT.
I received my new BT Infinity service today, the engineers were on time, professional and quick. After my Infinity service was active however I noticed I was getting a lot of V04 errors on BT Vision On Demand stuff. I checked the line speed, and all seemed to be great, I am getting over 42meg!! So why the V04?? I called BT support and spoke to a lovely lady who seemed to know exactly what I was talking about, and she had the problem sussed out and fixed in about two minutes.
It turns out the problem was due to a QoS setting on my profile. Over the last 18 months or so I had several times that my old ADSL broadband line speed would just dissappear to almost nothing, each time the BT support staff would push up the QoS in order to try and provide a good enough line speed for the BT vision to work. This setting was never fixed when my new Infinity connection was setup and it was causing problems, hence the V04. Problem appears to be fixed now, thanks for the quick resultion BT.

sjtp wrote:
One thing on powerline adaptors (picked up from a comment by another poster on the forum at some point).
Powerline adaptors should never be used on power surge controlled extensions.
Where possible, they should not be used on extensions.
They should not be plugged into the one half of a twin socket with a surge controlled extension in the other half.
Most people know the first two, but maybe not the third ~ I didn't till I saw that other post. It is quite natural to have all your computer equipment plugged into a surge controlled extension with the powerline plugged in conveniently next to it. When I read the other post I changed mine around; because of the layout I had to break rule 2 to do it and temporarily use a long mains extension for the powerline, but it still very considerably imporoved the powerline performance.
That said, the performance I was seeing even with the problem wasn't bad enough to stop streaming working.
They say that because it can hinder the performance, as some surge protectors destroy signal but some are fine.
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

How do I move my iPhone to a new iTunes installation?

Hi folks,
I have a new Windows 7 computer and want to sync my iPhone with it, but iTunes says it's going to delete all of my data. My old computer that I used to sync with is gone; the drive has been reformatted.
I don't care about the music on the phone; I have all of that on my server. However, I'm worried sick about my apps and the data stored within them!! I have years worth of life data, journals, etc, in apps on this phone. How do I tell iTunes, "This is my new computer now; back up and sync here from now on?"
Here's what I've done so far:
1. I authorized the new iTunes installation with my iTunes account.
2. I right-clicked on the phone within iTunes and selected "Transfer Purchases." It appeared to work, said it was copying all of my apps. But when I go to the Apps tab and click "Sync Apps", it tells me it's going to replace all of the apps on my phone with the apps in iTunes. However, I only see two (out of dozens) of my apps there! Did "Transfer Purchases" not do what I expected it to? How can I fix this?
Thank you!

It has always been very basic to always maintain a backup copy of your computer for just such an occasion.
Use your backup copy to put everything back.
The iphone will sync pics and itunes content with one and only one computer at a time. If you sync to another, it will indeed erase the current content and replace with content from the new computer.
Also if you sync contacts/calendars to a blank computer, they will be erased as well. Another reason a backup is critical.
If you have failed to maintain a backup ( not good)then, transfer purchases will transfer itunes purchases. Make sure you have authorized the computer for your itunes account(s).
About iTunes Store authorization and deauthorization
Backup your iphone:
Backing up, updating, and restoring iPad, iPod touch, and iPhone software
Enter one unique contact and calendar entry on the new computer. When you first sync you should get the option to merge the data.
Than make a backup copy of your computer and always maintain it.

New Server Installation, now client computers can't connect to services. Where to go from here?

Hello.
I recently had to setup a new Mac Mini Server (Mavericks). We had one previously but one of the raided hard drives failed. No backup.
Our office of 6 Apple MacBook Pros used to connect to all file sharing and calendar services, easily.
On the new Server installation, I added the same users with the same passwords etc. The client computers cannot access calendars, file sharing etc. On the clients, I have opened up System Preferences > Users & Groups > Login Options > Network Account Server and added the FQDN of the server, but I get an error ' Unable to add server. Connection failed to the directory server. (2100) '
2 of the clients are on Mountain Lion. The rest are on the latest Mavericks.
I'm a bit lost on where to go from here and would appreciate your help before I wipe everything and start from scratch.
Thanks.

Hi Strontium90
Ha! There was a time machine backup, but we had a storm here which rendered it and the server useless. We are such a small team without an 'IT' guy, apart form me as I have a vague interest in all things Apple.
What is your DNS name space?
Do you need the name here?
Do the servers and the client agree on this name?
Not sure what you mean. The domain name works as when I type it into a web browser, I can see the 'Welcome to Server' page.
Did you enable an Open Directory Master?
Yes. Open Directory is running.
Did you grant the users/group access to the service you are offering?
Yes. All services are checked for each user.
Make sure the user/group is permitted to access your enabled services.
All allowed, too.
Oh, and implement a backup strategy
Will do, once I sort out this problem. Time Machine and off-site, I think.

Sync iPhone 4 with new Mac installation

I've just replaced the hard drive in my MacBook Pro with a fresh new OS 10.6.8 installation. The old drive is still accessible via a USB external case.
I did not use Migration Assistant, as I didn't want to inherit any mess from the old system, and MA's options seem extremely unrefined - most checkboxes are very non-explicit about what it will migrate.
I have transferred all music, book and app files to the new iTunes from the old. My new iTunes is logged into the same iTunes account as the old.
I've manually set up Apple Mail, but my Address Book is currently waiting for contacts, and iCal is also empty, which I presumed I could sync directly from my iPhone.
But I would like to re-sync my iPhone 4 with the new iTunes WITHOUT erasing the phone. I have many hours worth of user configuration data within my many apps - favourites in GPS apps, saved game settings, documents in reader apps etc.
From everything I've read, this seems impossible! The new iTunes installation insists on erasing the phone. SURELY this can't be true. How do I store my phone in it's current form and retain all current data and settings?
Any assistance greatly appreciated.

1. Disable auto sync when an iPod/iPhone is connected under iTunes>Preferences>Devices in itunes.
2. Make sure you have one contact & one event in the supported applications(Address Book & iCal) on your computer. These entries can be fake, doesn't matter, the important point is that these programs not be empty.
3. Connect your phone, iTunes running, DO NOT SYNC at this point.
4. Store>Authorize this computer.
5. File>Transfer Purchases(To make sure all purchased content on your phone will be in your itunes library).
6. Right click in the device pane & select reset warnings.
7. Right click again and select backup.
8. Right click again & select restore from backup, select the backup you just made. When prompted to create another backup, decline.
9. This MUST be followed by a sync to restore your itunes content, which you select from the various tabs, You'll get a popup regarding your contacts & calendars asking to merge or replace, select merge.
You should be good to go.

Transfer Songs from Ipod to New Computer and New Itunes Installation

Hi,
I want to transfer songs on my Ipod to a new installation of Itunes on a new computer. I get a message that my Ipod is synced to another library and that I can only be synced to one library and that my ipod will be erased and synced to the currently libary. The problem is my current library is empty since it's a new itunes installtion and I don't want to erase my ipod and delete all my songs.
So how do I transfer songs from my ipod to the new itunes installation on my new computer?
Thanks for any replies.

I think I've read in a post before that you can't do it that way. That you can only transfer music from the computer to the iPod, and not the other way around. I believe they suggested backing up your library (to disk, I guess) and installing it on the new computer. Something like that. It seems silly that the transfer only works one way, but there you are.

Performing "offline" compliance module update to new ISE installation

Hi everybody,
I am just wondering if anyone knows how perform compliance module on a new ISE installation to get the AV and AS updates, while the ISE is "offline", (not connected to Cisco/Internet).
The ISE has Advance Service license, but the customer's security poilcy prohibits connecting any device on their IntraNet to the internet, and if there is any updates to get from the Internet, then it has to be received on the internet network and manually transport it to the IntraNet.
Appreciate your input.
Mike

To upload offline posture updates, complete the following steps:
Step 1 Go to https://www.cisco.com/web/secure/pmbu/posture-offline.html .
Save the posture-offline.zip file to your local system. This file is used to update the operating system information, checks, rules, and antivirus and antispyware support charts for Windows and Macintosh operating systems.
Step 2 Access the Cisco ISE administrator user interface and choose Administration > System > Settings > Posture .
Step 3 Click the arrow to view the settings for posture.
Step 4 Choose Updates . The Posture Updates page appears.
Step 5 From the Posture Updates page, choose the Offline option.
Step 6 From the File to update field, click Browse to locate the single archive file (posture-offline.zip) from the local folder on your system.
Note The File to update field is a required field. You can only select a single archive file (.zip) that contains the appropriate files. Archive files other than .zip (like .tar, and .gz) are not allowed.
Step 7 Click the Update Now button.
Once updated, the Posture Updates page displays the current Cisco updates version information under Update Information.

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.
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New Infinity Installation

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