No Sky Sports since infinity installed!

Hi,
we have just had infiity installed!
The engineer came two days ago, installed infitiy and new vision box and router, SS1 & 2 are no longer there!!
We have made at least 6 calls to india now and no one can help us, we are on the verge of going to Sky themselves as im sure they wouldnt have this problem, engineer said we didnt need new viewing card!!!!!
very angry!

Hi pottypaul,
I am very sorry you have had problems with this. I'll be happy to find out whats going on and get this sorted out for you.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
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Poor Broadband since Infinity installed in my area

I am a very frustrated BT customer!
After years of loyal and relatively trouble free broad usage provision, I am now faced with a dilemma.
Since the announcement that BT has installed Infinity in my area the quality of my broadband connection has dropped considerably. I now experience 2-3 connection drop-outs per day and havd noticed significantly slow download speeds. As I work from home, this is extremely inconvenient and bad for business. The quality of my Skype calls has dropped considerably to the point that I've been forced to end calls and redail in an attempt to get a bit connection. To add insult to injury, BT sales team have called me once, sometimes twice a week asking if I'd like to upgrade to Infinity. What I would like I'd the service I have enjoyed without any issues for many years, reinstating! I would like value for money and not arm twisting tactics to get mr to upgrade to something I don't need. Is there a case for compensation if BT has degraded to service I was receiving? I'd be interested to know if others have experienced similar since Infinity was installed their area. Thank you....

I had the exact same problem as you, I had problems on ADSL broadband for months had it finally sorted 3 weeks connection with no disconnect BT Infinity was installed and I started getting 4/5 disconnects a day. People saying it's entirely seperate when some use the same cabinets, for example my area i believe this is the reason but i don't pin on it.
Good luck to get this resolved
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Since Infinity installed wireless adaptor settings...

Had Infinity installed 2 days ago (hub 3) and everything worked fine until I tried to logon the next day. It seems my setting are not being saved, i was guided through the complicated process of finding and reconnecting with the hub by BT helpdesk people but as soon as the computer is closed down the problem reappears. Can anyone help, in simple language please as I'm not very computer literate.
Solved!
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I'm using Windows XP service pack 2 with a NLink IEEE802. 11G Wireless LAN USB adapter.

Loss of Sky Sports 1 since signing up for Infinity

We changed over to Infinity as BT told w e would have to - otherwise we woukd lose access to our Sky Sports1 and ESPN channels. Since July 1st we have lost access to Sky Sports 1. We have spent in excess of 2 hrs now on the phone to BT trying to get this resolved. They tell us we should have it ? However no one seems able to sort out this issue. Why is it so hatd to get it resolved ? Is anyone else experiencing the same issues ? I feel like we have been conned by BT - they promise all these extras when you sign up for Infinity - however the reality has been different. I would be grateful if someone could suggest a way forward.

Sorry, I was in a rush this morning and didn't have time for a considered reply. As umpire indicates, this sounds like the wrong software on your BTTV box. I'm away from home at the moment, but from memory go to Help & Settings > Settings > System Information. The Middleware details should include 512 (or 256) followed by Multicast. If it doesn't say Multicast you won't get the broadband channels, including Sky Sports. (You won't get ESPN anyway until BT Sport is launched on 1 August.)
If that's the case I would go back to Sales and ask them to get it fixed. Call 0800 783 0056 and make out you want to order Infinity until you get to a human voice. Then explain you've recently upgraded to Infinity to retain your Sky Sports channel(s) on broadband but can't get them and have discovered that your software hasn't had the necessary update.
Be prepared to be told the only way to fix it is for them to re-order SS, a pain in the butt though probably best to go along with it. That's what happened to me, though in my case I already had the Multicast software and they went ahead and removed it! You couldn't make it up.
You can click the white star next to this message if you think it was helpful.

Had infinity installed in january since then web s...

had infinity installed in january, since then web sames slow to load. not like when it was installed
i was told i would get 28mb download 10 upload.
have done speed tests the say i get i onky get 18mb download 1.6mb upload
plus when access web pages they keep being drop when loading, i have to refresh pages to laod them this does not happen all the time
i have read on the forum that some lines are capped how do i check if my line has been capped.
can any one help.
whibbs

whibbs wrote:
had infinity installed in january, since then web sames slow to load.
i was told i would get 28mb download 10 upload.
have done speed tests the say i get i onky get 18mb download 1.6mb upload
plus when access web pages they keep being drop when loading, i have refresh pages to laod them this does not happen all the time
i have read onnthe forum that some lines are capped how do i check if i have been capped.
can any one help.
Can you do a speedtest here: BT Speedtester
Please do the test wired (not wireless) and do not use the beta test, then post the full results with the IP profile.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

HT4009 I have purchased the "Sky Sports TV" app but since my satellite subscription have benn cancelled I cant view the channels anymore. I am unsure why I am paying a monthly fee of £4.99 if this does not entitle me to watch Sky Sports, as there is no ot

I have purchased the "Sky Sports TV" app but since my satellite subscription have been cancelled I cant view the channels anymore. I am unsure why I am paying a monthly fee of £4.99 if this does not entitle me to watch Sky Sports, as there is no other functionality in the app other than watching tv channels ( which I cant do currently)
I will be looking for a full refund for all current and past monthly subscriptions.

There are instructions on this page for managing and stopping auto-renewing subscriptions : http://support.apple.com/kb/HT4098
In terms of a refund, all purchases are considered final, but you can try contacting iTunes support and see if they will refund or credit you (these are user-to-user forums) : http://www.apple.com/support/itunes/contact/ - click on Contact iTunes Store Support on the right-hand side of the page, then Purchases, Billing & Redemption

BT infinity & sky sports through own router

Hi All
Im using my own router which works fine Netgear r6300 for my infinity and works brilliantly (lot quicker than hh3) However I cant receive the sky sports through it at all saying no connection on my tv screen yet internet works fine pc and all my wireless devices
Anyone have any ideas? Ive an error code vmc011 if this helps?
Thanks
Kurt

Look here http://community.bt.com/t5/BT-Vision/Multicast-VMC011-after-4-min-16-sec/m-p/871676
Does it work ok if you use the Homehub?
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If not, I'll try again

Sky Sports 1 and 2 and BT in general - Absolutely ...

I would like to start by stating this will be a bit of an essay but I hope anyone who opens this thread up takes the time and consideration to read and takes it on-board, I am particurlarly aiming that at prospective BT customers who may be here to consider taking up a contract with BT, I strongly urge you to NOT DO THIS and to use my experience as the leading reason why.
We have been BT customers since we moved into our current property back in 2003, we have the current full package on offer, BT Infinity, with the Sky Sports and ESPN upgrades and the full On Demand and Broadband services. We have experienced numerous problems over the past three to four years with connectivity issues. The broadband drops in and out all the time, it's hard to put a level of consistency on this but on some days it can drop out 25-30 times, it can happen a lot at the weekend some weeks or weekdays on the others or both, the timing varies, it doesn't appear to be reflective of particurlar weather conditions, not that this should really matter anyway but we've been investigating all possible lines of enquiry as to why the problems keep happening, by my calculation we've had 18 engineers out to visit the property, I myself, and this does not include the other numerous phone calls made by fellow family members, have called and reported the problem to BT at least 50 times in this time period, I've taken days off work to wait for engineers, I've unplugged and reset my hub more times than I care to remember, we've had the hub itself replaced four times, the Vision box replaced twice, the lines re-routed through our house twice and more e-mails and letters than I reckon President Barack Obama sends in one year in office!
And so far, to date, and I am talking about in the last five days, the problem still exists! The only way to get the connection back is to turn the hub off and back on again, or use the reset button, which we all know disrupts the hub and often results in further faults down the line, I would love to not have to do this but given we're paying for 24/7 internet access I should not have to sit around waiting, in most cases, up to 3-4 hours for the signal to return to the hub by itself (I know, I've timed it, something else I've wated much of my own time doing). The lights don't flash or change colour on the hub either when this problem occurs (the hub should register lack of connection, with the lights going from blue to either flashing blue or, in most cases, red, just for the record they stay blue but we have used various devices in this house ranging from state-of-the-art, brand-new laptops to tablets to i-phones to desktops and the problem occurs the same for everyone so before I get one of the many excuses I've already had from BT that it's a potential "device problem" you can forget that one, been there, done that!).
I have urged, and urged, and urged the engineers, the people I speak to one the phone, the personal advisors our case has been passed on too, to look at potential problems outside our property i.e. the exchange. This has been rebuffed time and time again. "It's not the problem sir, the problem is here sir, the problem is not our fault sir" etc. etc. etc. Well, guess what....
We've just received a phone call informing us that, from June 10th in our area, due to issues with the exchange being able to hold the signal, Sky Sports 1 and Sky Sports 2 will no longer be avaliable on our BT package. As huge cricket fans, from a personal perspective, first off, this is infuriating. The person we spoke too also claimed Sky have "pulled the plug" on the package so, also, I'm a little confused as too which is the actual issue here resulting in the loss of Sky Sports? That you've known all along that there has been problem in my local area with the exchange and the signal it can hold, or that Sky have pulled the rights to their sports package? Or perhaps that you spent £757 million recently on a new TV rights package for Premiership football for two new BT Sports channels (those ones you see currently advertised, on, of all channels, Sky Sports 1 and 2!) and actually are just quite happy to cut customers out who have lined your pockets with substantial monthly fees for programming you knew full well didn't work when you first signed contracts with Sky to pick it up, and then distributed to customers? Are you seriously telling me after, by my calculation, three years, you didn't know Sky Sports 1 and 2 didn't work in my local area, yet carried on debiting bank accounts, advertising the channels, supplying them and then, now, with less than a month's notice, you've pulled the plug? That takes me right back to the title of my message - absolutely disgraceful.
I should make it clear at this point we have experienced problems with BT Vision too, albeit not lately, thank God, although that is not to say the problems wouldn't return. Signal dropping in and out, screen crackling and dropping out, black screens frequently on SS1, SS2 and ESPN etc. As for the On Demand service, that is obviously effected by the hub signal dropping in and out, the Vision box also does not appear to correlate with the hub when the signal returns and remains offline for a further amount of time, even when it is disconnected and then reconnected. It is constantly buffering too when the signal is low. Also, one other, far more minor point, you've been advertising 'red button coming soon' now for about three months!? I don't know what your definition of 'coming soon' is, but it's not the same as mine I can assure you, and I'm willing to bet quite a few others too!
Can you give me a good reason why I shouldn't report you too Trading Standards for misleading and false advertising? For 3 years you've been selling us a Sky Sports package you know full well won't work properly in our local area, I don't blame you for Sky's monpoly on sport, but perhaps you can explain to me why you've given two answers that completely contradict each other to the future dealings with Sky Sports in our local area? Why have you not addressed the issues with the exchange for our connectivity problems, despite the fact your now claiming it is what is probably attributed to causing our issues with the two sports channels? Also, I have worked in customer service jobs and I know people wind the heck out of you on some days, but a significant portion of your "customer advisors" are rude and ignorant. You ring the freephone number, your on hold for half-a-century, you get put through to the call-centre in Bombay and you are treated with contempt, I actually feel sorry for the people who work out there, they are clearly reading from a script and lack in clear English Language skills, which is not their fault, it's yours. As for anyone who takes dispute with that, go and ask them a question next time like "how is your day?" They won't answer, they can't, it's not on their call sheet. The few I have dealt with who have clear use of the language are, as I said, rude and ignorant, often accusing me, quite clearly, of lying and of having not reported the problem, for me then to find out a later date when I speak to the technical deparment and to BT Openreach (and yes, I know they are two seperate companies) that date is not transferred correctly between the two which is why whoever you speak too in the call-centre usually only has a last referral point for you from some years ago, it's also quite clearly a deflection manouvre to keep you away from actually getting your problem resolved, paying Openreach to dispatch engineers if required and so you don't clog up the minimal amount of contactable phone numbers for the average customer that are based in the UK.
Failure to receive a suitable and acceptable answer to my queries will result in me having no other option but to consider taking the matter further, I am also inclined now to make it my work between now and the date of June 10th to persuade everyone I know and they know to stay as far away from your company as possible and the "services" you claim to provide.
Also, as huge cricket, and for that matter, NFL fans, maybe you should consider that many sports-viewers in this country aren't just about football. Yes I know that's where the money lies but there is profit to be made from other sports ventures too, I don't think you realize just how many fans you are leaving out in the cold over this move, the whole reason we, and we are just one example, subscribed to the Sky Sports package was for the cricket, and for the NFL. Two sports that are entirely monopolized by Sky, yes I realize, as I state earlier, that's not your fault, but why don't you show a bit of interest in them then? Why don't you be slightly different, you have over £700 million to spend on Premiership football but little else? If you want to attract more customers and build larger profit margins, you have to be more diverse and explore new options and directions to do this.
I'm sure some will say, "why not get Sky?" Well unfortunately we can't due to our location but at least Sky were up-front and honest enough to tell us this when they first came to do a consultation, one, that by the way, we had as a secondary option to BT due to the attractions of the On Demand package, that then wasn't offered by Sky. How sad it's come too this and what an awful way to treat loyal customers who have upgraded to the packages you have offered in all innocence to obtain a better and more fruitful service? Customers who have never been late with payments either and used the likes of the Box office service for both movies and music (when the latter was chargable) as well, the money you have had off us, and that is what we've received in return and yet, perhaps, the poorest reflection on us, is we have stuck it for so long, but we are at the end of our tethers now and utterly furious at the decisions we've learned today that I am going to ensure we get to the bottom of this.
Thank you for taking the time to read, what I appreciate, is a lengthy message. I didn't want to have to write this but it was the only way of making our problems and feelings clear, and I wanted to include everything so as not too mislead anyone myself.

Sadly as this is customer to customer forum you are only talking to fellow customers.
Perhaps it would be better to contact the Mods who are the only BT employees here,
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Sky Sports "No Info"

Ever since Sky Sports and ESPN were changed so they were delivered over Infinity I have had a problem recording.
Sky and ESPN have good pictures, so my Infinity speeds are adequate.
When I press the 'i', or 'select' buttons all I see is 'No Information Available'.
As there is no information available I cannot record. Even if I am watching the program I cannot use the 'record' button !
I have now missed two Lions rugby matches that were the sole reason for keeping my subscription.
Has anyone else had this problem and is there fix please ?

Having spent an unhappy hour trawling through the forums I found it ...remove the plug and reboot.
Why didn't I think of that.....
Apparently likely to happen again, probably after updates in October.

Question about integrating BT Sport in Sky Sports

Hi, I've recently moved house and am looking to get BT broadband/BT sport + Sky Sports. But since I'll have to register and have BT broadband installed first (for the phone line) before I have my Sky Sports set up will I have to add another 12 months to my 18 month BT contract to have BT Sport added to my Sky TV?
Thanks
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No, the condition for free sports is that you have at least 12 months remaining on your BT Broadband contract, which you will have.
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End of Sky Sports - grounds for breaking contract?

Apologies for some repetition of other queries but I've been looking through the board and am still not clear.
1) I currently purchase Sky Sports 1&2 as part of my contract. It seems that as I am not in an infiinity area I will no longer receive these. My contract is until November. If I wished to leave BT in order to get Sky Sports with another provider would I be leigitmately able to do so without penalty?
2) I am not currently in an infinity area but expect to be early next year at the latest (there appears to be a cabinet already installed within a half mile of my house) - will I be able to receive the BT sports channels for free via the app on my current package (until infinity is installed)?
Thanks.
Tom.

tfpattison wrote:
Apologies for some repetition of other queries but I've been looking through the board and am still not clear.
1) I currently purchase Sky Sports 1&2 as part of my contract. It seems that as I am not in an infiinity area I will no longer receive these. My contract is until November. If I wished to leave BT in order to get Sky Sports with another provider would I be leigitmately able to do so without penalty?
2) I am not currently in an infinity area but expect to be early next year at the latest (there appears to be a cabinet already installed within a half mile of my house) - will I be able to receive the BT sports channels for free via the app on my current package (until infinity is installed)?
Thanks.
Tom.
As sky sports is a rolling thing that can be cancelled with 30 days notice, I doubt it going will be grounds for ceasing your contract. I understand how you feel though. Many SS customers on BT will be forced to go back to sky if they cant get infinity and want a lot PL football.
Your best bet is to ring BT and see what they will do. They may have provision for this in place.

New Infinity Install - Dialup Speeds ...

This morning, I had Infinity installed by BT, although it was ordered through our ISP, a local firm who I've bought internet connection and services from for years - they have some sort of proxy deal with BT, and so actually my broadband has always been a BT service. However, the supplier, after checking recommended the NetGear N600 Dual Band Router, and I see that quite a few people here and on other forums are using 'non-standard' routers, and clearly they work.
We got off to a shaky start this morning, which turned out to be no username and password in the router. Fixed that. Got a connection - slow at first, then managed to get to 8.6Mbps up and around 16Mbps down - I was told 25Mbps down and 10Mbps ... that's what it says on my order confirmation.
The line is confirmed at 38Mbps.
But through the day the speed has dropped to near dialup rates, and most of the day I've been getting an uplink of around 120kbps, as reported by YouSendIt after it took 15 minutes to send a 12Mb file. The web is slow - pages are refreshing in slow motion, and email is sluggish.
Speedtest.net reports 0.12Mbps both up and down.
This is an entirely cabled setup, by the way. Yesterday I was still running my ADSL ... and frankly I wish I still was ...
I'm told I'm in the settling down period and have to wait 10 days ... but seriously, speeds this low?? Is that normal? I might expect them to wander between fast and medium, but not to drop way below ADSL.
My work is screwed and my supplier tells me he can't do anything until the 10 days are up.
But I'm here asking if anyone has any ideas about this? Configuration of the router? Anything!
I did a BT Speed Test this afternoon, and oddly that reported the line at 35.35Mbps down and 8.86Mbps up ... the performance, however, is nothing like this, not even close ... genuinely Speednet seems to be telling it like it is, not BT ...
I'd appreciate any help at all, because I'm in a bit of fix now.
Thanks.
Julian.
Solved!
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Haha! Well, at least that made me smile!!
The company I use is a family company, a tiny company really, quite local, and they have had my business since 1994, so there is a high degree of trust and reliability, and they generally deliver a good service and great tech support.
But, they are new to this system - they said that yesterday, and unfortunately will likely be at the mercy of BT Wholesale and whoever else.
More unfortunately, my current work, my livelihood, is suddenly in jeopardy because of this. So it's a fraught and difficult issue suddenly ... and one in which I don't want the 10 days excuse thrown at me.
Settling down with middling to high speeds is one thing, but here, something is badly skewed, I agree.
Well, thanks anyway for your attention ... when and if it gets resolved, I shall post here so hopefully some other poor soul may get some help from it!
Julian.

BT Infinity Installed, and getting around same spe...

Hi there,
I had BT Infinity installed on the 19/3/12 and have currently been getting around roughly the same down speeds as my old BB package at 20mbps (roughly averaging out between 15mbps and 19.xx Down) My upload speeds are really good and have seen a clear change, now sits at 8mbps upload compared to the 0.94 on the old package.
Now since I have only had it installed just over a day ago I have seen nowere near the speeds I was expecting, or told.
(the engineer tested the line on his device and said i should get the full down and up speeds 40/10 or around 39.9 ect)
The engineer however never did no do a speedtest infront of me on my PC.
At some point through the installation he had to change the hub for a different hub ( something to do with a faulty batch and the wifi not working ) - fair enough so i doubt that would affect my speed as im using a cat5e connection to the hub from my pc.
Im not sure becuase its only been a day and a bit that my speeds are slower than expected and something needs to settle at the exchange or some switch that needs flicked thats causing the problem or what?.
On another note, my father has been using wifi on his mobile and picks up speeds of around 2-4-8mbps, while on my mobile i achive 15mbps + and we were standing at the same range from the hub.
Is this down to the multi channel (set to automatic)? should i try changing the channels to see if he can get better wifi connection?
Thanks, Paddy
OH, also if anyone is nerdy enough to find out what green cab im linked to id be greatfull, NN17 1TH

Oh here is a copy of the BT speed test I have done-
20th March 16:49
Download speedachieved during the test was - 18 Mbps
For your connection, the acceptable range of speedsis 12 Mbps-38.72 Mbps .
Additional Information:
IP Profile for your line is - 38.72 Mbps
Upload speed achieved during the test was - 7.82Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps

Poor wireless signal since Infinity

I have always had a good wireless signal from my HH2 on ADSL.
Since having Infinity installed the signal has decreased considerably, even though the new HH is in exactly the same place. To connect to wireless devices I have to within a few metres of the hub then I can move away but it still drops its connecting regularly. I am using the same devices.
Any ideas?

try change the wireless channel.
Possibility there could be another person on the same channel as you.
Netgear Setup

Additional Phone sockets not working since infinit...

Afternoon all,
had a problem this week with our old cordless phone dieing which resulted in trying to use the old corded one, its been plugged into the bedroom socket for years as an emergency phone,
picked up handset, Nothing, so plugged into the main box and its fine, have checked the othr bedroom box and thats the same, dead, i know they worked as the computer used to be in the back bedroom one and i had to use the corded phone a while back to report a powercut,
i've emailed BT about it and credit where its due, they rang with in an hour or so of the email, sadly, i was asleep, ive rung back and spoken to a chap in india who was obviously reading from a sheet infront of him, he kindly informed me that as its been a while since the infinity instalation (was installoed in April, but first time weve noticed due to phone death) its going to cost me £99 for the engineer to come out and sort it,
a bit peeved at this to say the least as it was the BT engineer that dealt with it all when they came round - the more experienced guy was showing a trainee the job, yet the experienced guy had only been at it 8 weeks!
is it really the case that its going to cost me £99 to fix something i havent done???
many thanks in advance of replies,
Tim.

your extensions will normally be conencted to the back of the master socket front plate. you can take off the front plate and reconnect the wires to terminals 2 & 5 but I would check the extension sockets for which wire is on terminal 2 and on 5 and make sure you connect accordingly. you will probably need an IDC tool to connect the wires
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No Sky Sports since infinity installed!

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