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:
As a precursor, I've had BT ADSL for many years, and no end of problems with the Indian call centre, but great experience from the users and mods on this site - the mods are the reason I'm staying with BT instead of switching to TalkTalk...
In Autumn last year my Infinity availability showed as available from end of Jan 2013 (and confirmed by email from Openreach), but in Winter this changed to an earliest date of End of March 2013 - not a problem, just have to wait. This weekend this changed to now available to order, so today I did just that.
My current set-up is adsl2+ unlimited, with minimal phone + BTVision unlimited. I wanted Infinity 2, + minimal phone + BTVision with Youview box. I have 5 months to run on current contract.
04/02/2013 - Called BT to upgrade. Approx 5 minutes on hold, but ok - everyone gets busy. Spoke to John who seemed very knowledgeable about his products and also very helpful. I was put on hold a couple of times for a couple of minutes, but eventually we agreed the following package, with prices as advertised:
New contract:
Phone - 12 months, prepaid so save £56.40.
Broadband: Infinity 2 unlimited (including non-throttled P2P), estimate 59Mbps down / 20Mbps up.
TV: TV Unlimited as we had before, but with new Youview box - free, but with £49 activation fee. (Not sure what he activation fee is for as I'm already on BTVision - advice happily received if this can be waived, but not a deal breaker if I have to pay it).
Installation date agreed as pm (1pm to 6pm) on wed 20/02/2013.
John could not confirm if my old BTV box and Youview box would work together, but confirmed that BT want to aim for multi-room so suspected that at some time this would stop working if it even started.
John also confirmed that my new youview box should work fine with powerline adaptors in the same way as my current BTV box.
First problem was that John can order everything except the Youview box - there is apparently a problem doing this for existing customers - John confirmed he'll call back within 1 or 2 days with the Youview order added on. I confirmed to him that this is necessary for me to complete my order - I won't accept the Infinity package with a 12 month contract then have to pay for a youview box.
Cancellation terms stated as:
I can cancel the broadband/TV service up to 17th Feb.
7 days to cancel the prepaid phone line. After this I'm tied into the BT line for 12 months which implicitly means I can't change broadband suppliers because they normally require you take their phone line rental. This is the critical path, so if my free youview box doesn't appear on my order page before this then I need to cancel everything and then re-order the complete set.
I'll let you know when/if John calls back and what the update is on the youview box and also the install date.
Cheers,
Alan.

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.
Dave was the same engineer who fixed my line in October and also fitted the new faceplate ready for infinity at that time. He tested the line speed and then connected the new modem to my hub - and viola, 75.1/14.9 connection (wired test) against an estimated 59/19.
I expect this to fluctuate as the line settles and also it may go down quite a bit but I'm extremely happy with this result.
Anyone else in the PO15 postcode, cabinet 18 - I was no.2 Infinity connection so there's plenty of space left for now.
So for everyone who is having problems - good things can happen using the advice on this forum. A few months ago I was so hacked off with BT I was going to leave. Now turned round to an extremely happy customer after a few months of good ADSL, flawless BTV (now Youview too) and an upgrade to Infinity with a new contract. All it took was a bit of patience to get my line fixed and get rid of all the noise.
Cheers,
Alan.

Similar Messages

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..
New appointment for yesterday. Guess what? No engineer again and no phone call.
For a communications business, this is so poor, I really can't find the words!
What DO you have to do to get Infinity. Two days wasted - almost. As luck would have it, I'd arranged for John Lewis to deliver goods to me. THEY not only turned up when expected but rang before hand to say they were on their way. Why can't BT be more like John Lewis?
No third time lucky appointment yet. I'm beginning to wonder if it's worth it. Shall I cancel and forget infinity? If I do, I'll leave BT for good.
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 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!
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It will look like this it is unlikely to be there until the date mentioned in your post it can be white or Brown
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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:
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

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,
I have recently moved into my first house (January) and wanted to get broadband in straight away, unfortunatly I was unable to get Fiber as it hadnt reached my area yet (due 01/03/15) so i bought the standard copper broadband as a stop gap...everything with that went fine.
I thne tried to upgrade to infitiy on 2nd march, this is where the problems started.
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.
I then recived a voicemail for a rude operative saying that I was unable to get fiber till 01/04/15 and i had to ring back to on the 2nd April to confim my order - this really bugged me as his exact words in the voicemail were "do not call us back"
So like any customer who has an issue i rang back, unhelpful operative 1 - explained that there wasnt enough ports and they have all been used up in my area so I was unable to get fiber on the 12th, I wasnt happy so i raised a complaint as I have gone thru processing the order expecting it for the 12th. the complaint hasnt been delt with yet apart from a few "sorry's" and "its out of our control"
So i decided to do a bit of digging, and i spoke to a helpful advise on the online chat and the conversation ended like this
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

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.

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.

Automatic Batch Determination is not happening for New Sales Order Type

Dear Experts,
I have created a new sales order type ZBPY - For Free Sales, but automatic batch detrmination and batch pick up is not happening for new sales order type, but it is activated for all the other sales order types in Production Server, can any body let me know the steps how to map this new order type to batch management and let it behave like other order types.
Thanks in Advance.
Saravanan(EKS).

Hi Saravanan,
Kindly check the following steps for automatic batch determination.
1. First check the material is maintained with batch in the warehouse management.
2. Maintain new entry for search procedure for batch determination with the new created doc type.
3. Maintain new entry for automatic batch determination for sales order or automatic batch determination for delivery ( This depends on the business process of our client, whether they want to determine the batch with sales order or at the delivery level. check this and make new entry)
4. Create Batch using T.code MSC1N with proper date of manuf. and SLED.
5. Create Batch Search Strategy using T.code VCH1 with proper strategy type.
6. Maintain stock with active batch. check this with t.code LS26 or LS24.
regards
Ravishankar M

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...

Infinity order in crisis

My first post in the forum is about ordering issues, I cannot resolve this through the normal route, having tried numerous times including discussions with Easy Assist and Infinity Order Management.
In summary I ordered Infinity 1 by mistake and what I want is Infinity 2. From 24/02 to 06/03 there has been a catalogue of errors and my order is in a real mess. Here are the details:
I ordered Infinity 1 online on 24/02/14, paid £141 for line rental saver, £30 install charge plus £6.95 for delivery of the kit. Immediately I realised Infinity 2 is what I want and phoned within an hour to request an order amendment.
I was advised an order amendment was not possible. I would have to cancel my order and start again after 24 hours, I would receive a full refund. Although it appeared a little odd that an order just placed could not be amended, I agreed and my order was cancelled for me.
24 hours later the order was still active... 48 hours later order still active... Chased numerous times via 151, I have lost count of the number of times.
Phoned again to chase things up, got through to Easy Assist (by accident) there was a problem, parts of the order apparently were not cancelled. It would be sorted in 48 hours and someone would phone me to confirm.
Waited another 48 hours, order still not cancelled. Tried to phone easy assist, found it impossible via the automated operator which does not respond to "easy assist". Chased again via 151, promised a fix again.
I eventually managed to contact Infinity Order Management, who apologised profusely, to their credit they admitted that my order cancellation had not happened at all and they would resolve it by 03/03/14, I could re-order on 04/03/14. Someone would own the problem, (they didn’t) Someone would phone me to confirm, (they didn’t).
05/03/14 My order is still not cancelled. The new home hub turned up today. Phoned Infinity Order Management again on their direct line, was put in the overflow queue, got through to India who said when asked that they were Infinity Order Management but after spending 10 minutes expalining the problem it turned out they were not and they put me back in a queue to guess where... Infinity Order Management.
05/03/14 Eventually I got through to Infinity Order Management who now say the BT part was cancelled but no-one had bothered to check the Openreach order which is still active. I have been promised a fix but that has happened 5 or 6 times already.
06/03/14 My order is still active. I'm now desperate to make sure Openreach don't install fibre om Monday.
Solved!
Go to Solution.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
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For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

BT Infinity Order and INstallation Delay

Here is my sad story of BT Infinity order. For four weeks now I do not have any internet at home due to this problem with BT. Original meant ot be installed on mar 27, but still no update luck.
BT Order History:
* MARCH 13, 2014 – Today ordered BT Infinity 2 package over the phone. BT has informed that package installation date is 27 March 2014. A BT’s technician will visit on MARCH 27, 2014 anytime from 1-6 PM. I let SKY know to stop my broadband by MARCH 27, 2014. SKY has said it will close the broadband on MARCH 29, 2014 and the connection will stop within the next 10 days.
* MARCH 27, 2014 – Took a day off from work as the technician would visit. Unfortunately no visit from BT technician. No message from BT to inform me about this. Called BT after 6PM and was told that there was a problem with my line which would be sorted on APRIL 1, 2014.
* APRIL 1, 2014- Received an SMS from BT stating that BT would get in touch with me on 03/04/2014 and requested not to call them as BT would be unable to provide any update before that date.
* APRIL 3, 2014 – No contact from BT as stated on the last SMS. I called BT and was told that I would get an update from the Engineer team on APRIL 5, 2014. SKY broadband connection is now gone. BT landline is now connected.
* APRIL 5, 2014-Called BT. Still no update. More promises of calling me back and keeping me updated.
* APRIL 7, 2014 – Called BT, no new update. Sent a complain email to BT.
* APRIL 8, 2014 – BT replied to my complain email stating “there is a few issues with my connection at the local exchange….Someone from the Order Team will be in touch with you today anytime, until 8pm, to discuss this further and make a new appointment for you.” No one from the Order team called me on that day.
* APRIL 10, 2014 – Replied to BT’s email reply querying about the order and me not being happy. There was a call from BT today on my mobile, but I was at work and did not take the call. I called BT help and was told that BT left an SMS with the note that there are further delays till 15/04/2014. I have not received any SMS, only the call. Replied back to BT stating that I am not happy with the service.
* APRIL 15, 2014 – Called BT. No update. However I have been told to check back tomorrow as the engineers will leave a note by 8pm today.
* APRIL 16, 2014 – Called BT to check if any update is available. BT told me to that next update is on APRIL 17, 2014. Requested BT to SMS or email me with an update. Another promise made by BT.
* APRIL 17, 2014 – Called BT helpdesk, not very happy today. I was informed that my broadband order needs to be cancelled by BT for whatever reason and the system is showing the order’s status ‘pending cancellation’. The helpdesk person promised that I would be updated by email or sms by 18/04/2014.
* APRIL 18, 2014 – No update from BT. Sent a replied to BT’s last email requesting an alternate broadband connection in BT’s cost till the local exchange issue is resolved.
* APRIL 19, 2014 – Talked to BT helpdesk (Sohail). He checked the engineering team’s log and found that a next review date of 28 April 2014 is set for this order. He confirmed that the issue with the local exchange has been resolved. My order is in a ‘pending cancellation’ process. Ideally cancelling an order should not take that long. According to Sohail, these are the things going to happen now:
-   On Apr 22 current order will be cancelled.
-   On Apr 23 new order will be made by BT.
-   On Apr 23 BT will update me with new information, possibly new appointment date.
According to Sohail, in the best case scenario this should be done by the end of April.
* APR 23 2014 – called BT helpdesk. Also received an email and sms from BT that there would be an update on 28/04/2014! My guess (and hope) that the message is related to the original order. Ideally this order should now be cancelled by BT. Called BT Helpdesk - according to helpdesk, I will be informed about my order on 28/04/2014 from a Level 2 department (Not sure what that means though).

* APR 24 2014 - Posted it to BT's forum moderator via NeilO's profile.
Recieved a phone call from "Susan". She is now taking the ownership of the issue. She is going to find out what is happening with the order. She is expecting to get back to me by today in 2-3 hours time. Recieved email from Susuan. The order will now be cenclled on 25/04/2014. Susan will create a new order and will try to expedite it.
APR 25 2014 - Recieved an email from Susan. The current order may get cancelled by today. However it will not happen before 4PM today. Susan will create a new order on 28/04/2014. A definite date will be given on that day.
APR 28 2014 - Update from Susan. She is still waiting for the broadband Order Management team to close off the order so that new order can be issued.
Another update from Susan - The Openreach suppliers have raised a Bridge case to close the current order. Their target fix time is 05/05/2014. replied to Susan stating I am not happy with the progress and asked for alternative adsl broadband connection until BT fixes the issue.

Broadband BT can't process my Infinity order

I finally had my phone installed on the 22nd Jan 13 the Engineer said that I would be able to get BT infinity I was really pleased. I immediately placed my Infinity order online, received the message that someone would contact me within 48 hours, I phoned on the 24th to be told BT could not process the order as it was a new line and it may not be showing yet call back tomorrow, I phoned as instructed but still no luck, they would send an e-mail about the error and it would take two days to resolve, I phoned back two days later, BT could not find my order and suggested I start a new order, which I did but 48 hours later I phoned back BT still can't process the order, this happened twice more, On the 28th I called again to be told they had again sent another request to Open reach to look at the fault but it would take up to 5 days. I called back on Wednesday 5th this time spoke with a Manager who said the error was still open on my account and to give it a couple more days. I phoned tonight and spoke to an Adviser who first suggested I place a new order which I refused to do, then went to speak with his Manager came back and said that he had again reported the error and could I wait another five days. This is like Groundhog day. I do not know what the fault. The phone that BT installed works perfectly. What frustrates me more than anything is not having a case worker to take ownership of the problem and keep me updated. I keep phoning in only to start all over again. I was also told no other provider would be able to give me Broadband at this time. Can anybody tell me what the problem is?

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
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 Customer

Hi.
I have had Infinity 2 connected since 10th May. I understand it takes 10 days for the connection speed to stabilize.
The system should try different speeds as it did when I first had fibre. Speeds were as high as 20Mbps before we had a consistant 15Mbps with TalkTalk.
I have been doing speed tests at http://internet-speedtest.net/ since the 10th and have had no change from 12Mbps.
Could the mods see if there is a problem.
Thanks.

MrDJ wrote:
as i said, im also new to infinity so still learning.
the first image shows as 28mb and 6.6 so im guessing these are the upto max speeds. The image shows the minimum and the maximum range that the Op's line should be able to achieve depending on which Range of line he has.
the OP says they are getting 12mb
now too me that sounds like something is wrong. i didnt take in to consideration about distance from cabinet as i have no idea how far that is but isnt that still very low for fibre. Because of his speeds, up and down, it would appear he is within the Range B line speeds.
if the customer is paying for infinity 2 and still getting quite low settings then (1) if he changed to infinity 1 would his speeds drop even lower. No. The line will deliver the maximum it can. If you are on Infinity 1 all that happens is a software cap is placed on the line to stop the speeds exceeding the maximum of 38Mbps that Infinity 1 delivers.

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.
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Regd creation of New Sales Order Type - Credit Memo Request

Hello Gurus,
I have created a New Sales Order Type as per the given requirements. This is a Credit Memo Request. I have done all that are needed from SD perspective.
Can you please let me know what needs to be done from FI-CO perspective when a New Sales Order Type is created and this is a Credit Memo Request. If some one can let me know the customizations that needs to be done it will be very helpful for me.
Thanks,
SNK.

Hi,
As per my understanding, there is nothing to be required from FI-CO perspective, in case when you defined a document type in SD.
During the sales order processing the SD-FI interface happenes for following activities
1) Credit check (In case you use Credt management)
2) Tax determination
For more knowledge
go through the link given below.
http://www.sap-img.com/sap-sd/link-between-sap-sd-mm-and-fi.htm
Hope it helps,
Regards,
MT

New Infinity Order - As it happens !!!

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