Openreach box

Recently added the extra channels and upped the broadband to unlimited.
its all settled down but one thing I notice is the LAN1 light is flasjing constanly ? is this normal or am I using tooo much bandwidth ? as yet i've not used the new cable and at around 11/12 pm BT vision shuts down for a bout 5 mins first of all I thought I had pressed the keypad by accident but no it was sitting on the coffee table all on its own

it is normal for the lan light to flash when it is passing data to your devices
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HH5 and Openreach Optical Network Box

I have just upgraded my Infinity 1 to Infinity 2 and have a new HH5. I have not yet connected it up.
I understand that the HH5 has a built in modem.
The instruction book which came with the HH5 tells me to connect it to my Openreach optical network box.
Is there an advantage to using the HH5 on its own or is it better with the Openreach box, or does it make no difference?
I would prefer a single box solution if possible, for reasons of domestic harmony.
Any advice gratefully received.
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the Openreach optical network box is only used on fibre to home not fibre to cabinet if you are on FTTC then the hub 5 replaces the Openreach modem they are different pieces of equipment
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How to set up time capsule with BT home hub 4.0 & Openreach

Idiots guide needed.
My TimeCapsule (year old model) had been running well from my BT Openreach box (without using the Home Hub 4.0) but recently had issues with connection dropping - BT said they've sorted out their end and can't see any remaining issues and can't offer me any more support if I'm not using the Home Hub 4.0
I reset the TC to run straight from the Openreach Box still have issues with wi-fi dropping in and out (both on ethernet and wi-fi).
Can I:....
1) set up Time Capsule running from BT Home Hub 4.0 which itself runs from BT Openreach white box (thus continuing to get support from BT)
or should i go back to
2) Time Capsule running straight from BT Openreach Box
Can some one post an idiots guide to either option?
Other stuff that may be important.
Macbook air running Yosemite (mid 2011 model)
Apple TV
Airportexpress
Time Capsule
2 x iphone 4s
Kids PC
Ethernet and wifi for above - I generally run everything hard wired via ethernet.

The easiest and sure way is to use bridge on the TC as the method of connection. The TC then becomes a device in your network and gets its IP from the main router that I presume BT supply.
Method is,
1. Plug the TC WAN port into the BT supplied modem by ethernet.
2. Plug the computer you are using for the setup into the TC by ethernet.
3. Run the airport utility .. go to internet tab on the top menu..
In the bottom option, Connection Sharing choose off (bridged mode)
4. Go to the wireless page and setup wireless connection as you like it.. using whichever band you want. And make sure security is set to the highest setting, wpa2 personal. Put in a decent wireless passkey.
5. Press the update and fix whatever else the TC will show as needing fixing.. usually security stuff.
6. You can then disconnect the ethernet and connect by wireless if you want. Any port on the TC will now be a LAN port, including WAN.
This is assuming BT supply a wireless router with built in vdsl/other type of modem. If so you normally will not be able to bridge the modem, unless BT are using pppoe authentication which they haven't in the past.
If you really need to use the TC as a router then you will need to work out an alternative method. You can double NAT by placing the TC in the DMZ of the BT router if that is an option. It is not without issues in general.

White box or not?

Hello
I have just received the free upgrade to fiber optic. An engineer came to set up the new socket. I didn't have the black router as I had to go to collect it from the post office but he kept on saying I just needed to plug one cable, very easy. He brought a white modem to connect to the black router. I did that and after trying to reset, unplug, etc... no broadband signal, red light flashing until the day after. I phoned BT and they told me I should not use the white modem and to connect the black router directly to the new socket. I was surprised and the person on the line did not know the reason why I had that white box! Broadband now is working fine, speed test done a few times, I'm just wondering why the engineer installed the white box and what I should do with that, and also if I'm getting the fiber optic speed (test are between 50 and 80 mpbs).
Anyone who knows the answer... thank you!
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I suggest use your openreach box with your HH5, I get rubbish upload speeds without it of course it may not be the same with yours.
Please click on pink star to the left and say thanks if I have helped you at all!. Thank you. Home Hub Page- http://bthomehub.home/
BT Speed test- http://www.speedtest.btwholesale.com/
Speedtest:-http://diagnostics.bt.com/login/?workflow=Speed
Net Connect test- http://netalyzr.icsi.berkeley.edu/index.html

Openreach white modem probs

hi all just got bt infinity in yesterday and its fine,if i leave my pc on it wont loss connection but as soon as i shut pc down then back on later i have to reboot the openreach box to get the internet on,all blue lights are on and all the 3 lights on the openreach box are on but still have to reboot it everytime any one got any ideas please

Sure, I'm new to this too but this is how I got it to connect.
Step 1: Remove the homehub from the modem
Step2: Connect your pc/laptop into the modem using LAN1 port
Step3: Open network and sharing centre on windows and click set up a new connection or network
Step4: Connect to the internet (the top option) then click make a new connection Broadband PPPoE
Step5: Username [email protected] and the password as broadband
Step6: connect, for some reason it may say that it cannot connect, just keep pressing try again if this happens and it will eventually connect.
If you don’t get any problems while connected like this it’s likely that your homehub is causing stability issues as I think mine was, my best advice would be to contact the mods about this as they are very good at sorting problems.
I hope this helps.

Installed BT Home Hub 4 before Openreach engineer ...

Hi,
Kind of worried I've done something I shouldn't, I was so fed up with my BT Home Hub 1 as soon as I got my BT Home Hub 4 in the mail for my infinity service I installed it and connected everything to it.
Then I realised this in my order email:
"Don't plug in any new BT kit. Just keep it handy for when your engineer arrives."
Will the engineer get angry with me? The connection is working without the openreach modem for fibre service, will this screw up my router since there is no openreach box plugged into it?
I guess it can't do any harm as I've just saved the engineer a job, but have I done any harm to my broadband?

JackMarch wrote:
So I should keep it plugged in now but just pretend I didn't plug it in when he comes, correct?
I shouldn't think he'd give a monkeys one way or tother. I would just carry on using it.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Infinity? openreach? wholesale? who the h**l is re...

so, i've had infinity unlimited since the beginning of december 2011 and since then have had ongoing issues with disconnections averaging 5-6 times a day (openreach box DSL light goes out).
escalation after escalation after escalation and still no fix. exactly how many levels of escalation do you have?
the most irritating thing about this is that with 3 'so called' engineers appointments, not one of these appointments has been kept...
my next door neighbour has exactly the same package but has no disconnections and also has 5meg a second more download speed
truely PATHETIC excuse of (lack of) 'customer service'
my next call is to OFCOM...
Solved!
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Hi Dave_D
I am very sorry you are still having problems, even after escalations. I understand how this would get annoying. If you'd be willing to give us one more chance I'll be happy to get involved 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
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.
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OpenReach ADSL Light

I have been the recipient of an extremely poor customer service experience. Having waited well over 15 minutes for someone to pick up the phone I was greeted with someone who obviously wasnt trained to deal with or answer any basic questions, it was particulalry embarrassing for me to have to speak in a slow concise manner so that I could make myself understood, the guy could not converse in English so it was a difficult conversation. My whole purpose of the call was to try and get some clarity on a very simple question? Does the ADSL light on the Openreach box have to be illumintaed to indicate whether its working correctly or not? Lightening struck my house yesterday and the router popped. I have now lost broadband but not sure whether the openreach box is faulty. Does the ADSL light illuminate only if it is connected to a router, or should it be illuminated irrespective of a router connected? The network light will only illuminate when its connected to a router so this is why I ask the question? The guy from the call center is sending me an ADSL filter, I didnt have the patience to explain that there is now ADSL filetr on the openreach box, needless to say one is on its way. Can anyone help with this question?

Hi andymarshalluk,
I'm sorry about the poor service provided when you called. My understanding is that if the DSL light on the Openreach modem is off it is not getting a broadband connection and having router connected will not affect the DSL light. There are a few different types of Openreach router and the light meanings can vary slightly but this link should help you determine the meaning of these. Please post back here if you need any further help.
Cheers
Neil
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 :-)
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I've a live landline.but I don't, it's with BT But...

Hi,
I am completely new to forums so apologise now if this is isn't what it's for!.. I'll start from the beginning... (I hope your comfy)
In 2009 my employer decided to do away with our offices and requested that we work from home and so had a landline and broadband setup at my address ( I had only just moved in so these were the only ones set up).
In around 2011 my boss changed our company from a public sector department to private and around the same time my phone line stopped working (incoming calls only for a short time then nothing) I did however still have the Internet and so it didn't really affect me and I just put it down to the change over and just thought that perhaps my boss was a bit slow shall we say in getting everything set up.
In February of this year I received a letter from BT business thanking me of informing them that I No longer required the broadband and that it would be disconnected in march.
I contacted talktalk and placed an order for a phoneline and broadband, 2 weeks later - nothing! So I called and was advised the order hadn't been put through properly and so they would reorder...a week and a half later - still nothing and so I called again only to be told it had again failed as there was an active phoneline in my property?!
Unimpressed with the service I had received I decided I would try again but this time with sky, 03/04/2013 order placed and was told I would be going live 17/04/2013 - hoorah, I received my hub on the tenth of April and was happy that I was going to finally be set up.
17/04/2013 I have taken the day off work and waiting to get the nod from sky when the postman comes with a letter to say sky have cancelled my request, I am fuming by this point and call them to be told that my order failed due to the fact that I have a live BT line at my address and BT had returned a message to them to say that I ha not contacted them? So I then call through to the BT business line and was told that my broadband had been set up to my address and the phoneline was showing as active but at my next door neighbours address?? She then put me through to another guy that was supposed to be able to help me - he then came on and said that the whole phoneline being registered to next door thing was impossible...then we were disconnected!!! By this time between sky and BT I had been on the phone for nearly three hours an so decided to start again the next day.
Called through to BT 18/04/2013 and spoke to an unhelpful lady who advised me that yes the phoneline was active but it didn't belong to BT and she couldn't tell me who it did belong to, and all that I could do was explain to sky that that BT didn't know who it belonged to and get a new line installed?!
Today I called back through to sky @2pm and explained to yet another person that I wanted to place an order however it needed to be a new line as if they tried with the line that is supposedly already here it wouldn't work (as per bt's instructions) so the guy puts me on hold to investigate and at 3.30pm he comes back to tell me that he has spoken to Artois people and checked several systems which all indicate that the phone line is an ACTIVE BT LINE?!... And because if this there will be a charge for the installation of a new line, as an alternative he give me the telephone number for openreach (the box on the wall is an openreach box - which I have screwed the front off and directly connected my phone to in the test socket and still does not work) and explain to them of the problems as if BT say that it is not theirs openreach may be able to help source who is the provider as they own them all. 5pm I get through to 'legal services dept' at openreach who have no idea why I have been given thier number, I then go through to openreach line faults dept - I am advised that the line is active but they cannot tell me who owns it but it sounds as though I need to report A line fault and so I should contact my service provider!!.... Aaaaaarrrgghhh! So have just got off the phone to my boss who confirms to te best of his knowledge the phone and broadband were both set up through BT.
I am stumped as to what to do next, all I want is a landline and Internet access which to be honest in this day and age I don't think is too much to ask for and am sick to death of being passed backwards and forwards being told different things by different people!!
Any suggestions greatly received!
Solved!
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Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
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At my wits end with this! HELP!

Sorry folks if this is more of the same and a little long winded.
I transferred from O2 to BT due to O2 BB being taken over by Sky. I opted for BT line and Infinity as I stream movies and all the usual that comes with the internet these days.
So the engineer was booked for May 7th and he duly arrived and installed Infinity. All was well with great speed at around 37mbps. This would be great for all my needs. I have a number of wireless music streamers around the house and it would be great to have them all up and running again. Then this happens:
15th May -
07.30
No access
17th May
19:00
Slow connection
19th May
10:30
Slow Connection
20th May
15:50
0.05DL/No net access
21st May
07:30
No Net access
21st May
07:50
11DL
27th May
20:25
No net access
9th June
23:45
No net access/0.02DL
10th June
07:45
No net access
10th June
19:45
No net access
11th June
22:00
0.09DL
12th June
22:35-23:45
No net access (6 resets)
15th June
15:15
0.05DL
18th June
21:15
0DL
19th June
17:15
No net access
22nd June
01:00am
No net access
23rd June
10:45
No net access
25th June
18:40
No net access
28th June
08:10
0.02DL
28th June
17:00
0.02DL
28th June
22:50
1.17DL
29th June
19:57
0.59DL
29th June
21:01
0.59DL
29th June
22:50
No net access
29th June
23:00
0.38DL
29th June
23:10
1.5DL
30th June
09:25
No access
30th June
17:30
0.01DL
30th June
23:45
0.59DL
1st July
16:30
0.64DL
2nd July
08:32
No net access
2nd July
08:42
No access
I am now on my third HH3. I have called customer services many times and whilst they are sympathetic they say I have to take it up with Technical. I have called technical countless times and am fed up with the constant options of:
Reset your HH3
Reset your HH3 then reset your openreach box.
Reset your openreach box then your HH3.
Reset your PC
Try your connection wired.
Unscrew your line socket and plug in a microfilter!
I take exception to being told that it is a known fact that wireless will get weaker the further away you are from the hub, however, when I was with O2 I was able to use my tablet, phone and laptop at the bottom of my garden which is 15-20 metres away from the house let alone the hub.
I am beyond frustration with this situation! I would appreciate any help at all. When it works I get great speeds, my wireless network of music streamers, xbox, TV etc all work perfectly. The problem is the whole thing collapses far too regularly.
As mentioned before I have made countless calls to customer care and they just tell me that BT has the best network in the UK with the best wireless hub fit for the job.
Oh and whilst I am at it I am still waiting for my M&S voucher. I’ve made a few calls about that too and no one seems to even know what I am talking about!
Any help would be greatly appreciated!
Steve

The reason for the suggestion is to be able to pinpoint exactly what the problem is. Without that 2nd opinion of the other router then it's just guesswork.
What you have to do is set the wireless channel to a fixed one - 1, 6, or 11 and see which one of those three works best.
Next you should consider setting your ip addresses to static instead of using DHCP.
If you found this post helpful, please click on the star on the left
If not, I'll try again

Home Hub 3 reporting muliple SSID

Hopefully someone can help to save me having to contact BT (un)help desk!
I'm having problems getting my laptop to talk with my HP printer wirelessly; the printer IS connected to my network - HP printer setup software confirms this but then the laptop can't find the printer on the network!
I printed out the Wireless Network Test results for the printer and lo & behold it's showing that there is more than one access point / wireless router (2 actually) with the same wireless network name (SSID) although they each have a different BSSID . I never changed it from the default name it came with so what's the chances of someone close by now having exactly the same SSID? (slim I would think).
This leads me to think that either a) my HH3 has developed a fault, b) somehow, someone has hacked / hijacked my broadband (I have BT infinity with an Openreach box thing) or c) it's a BT issue around firmware upgrades?
The obvious answer, I know, is simply to change my SSID but before I do that I wanted to see if anyone can throw any thoughts or other suggestions into the pot.

Sorry. just seen its a hh 3. do you realise there are 2 separate wireless frequencys ? they will display similar SSIDs
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HH2 bt infinity and windows 8 Wifi does not have a...

Hello I bought windows 8 in January and upgraded an old Dell xps m1730 laptop, however after 4 or 5 months the laptop lost all it's wireless connection to the HH. I rang Bt help and eventually was told that it was a fault with my Laptop, after playing around with ip settings I eventually got the laptop to connect by using a static ip address in my list of IP's. Yesterday I bought a brand new laptop for my daughter, an HP Envy M6 i5, and during the setup process I entered my wireless details, and I could not believe it,there was the same message Wifi does not have a valid wifi configuration, i tried using ip config renew, flush, switched off the firewall,switched of the HomeHub and the Openreach boxes to no avail, i have now setup this pc using a static ip address. As like most people these days i have a lot of wifi devices in the house, including 3 Macbook's, iphone's,blackberry's, also a windows 7 pc, everything connects flawlessly, Just not Windows 8, Can you prompt me in the right direction to fix this problem?

That's a pity! I was going to suggest using the Windows connection rather than the HP one to see if it connected without problem.
I don't think there is a general problem with Windows 8 not connecting to Infinity otherwise I'm sure there would be more posts about it on this forum.
I usually suggest a factory reset of the homehub by pressing a pin into the red recess button for about 20 seconds to sort out configuration settings on the Hub but if you were to do this you would need to set up your fixed IP address again if it didn't sort the problem. It might be worth a try if you can be bothered.
Other than that I can't think what else to try for the moment.

Downloads/Streams Stop Suddenly

Hi
I live in Canterbury and am experiencing extremely weird issues with my infinity. Basically if I am downloading a file of lets say 300mb it will hardly ever make it to the end it will stop randomly. The same goes for youtube etc etc but I never have any issues browsing the web, all images load on sites etc etc it only seems to happen with downloading larger files?
I have tried using 4 different computers and have even tried connecting my computer directly to the Openreach box and still get the same issues,
I have been in touch with technical help who said the engineers are looking into it but when i checked my service status this morning and type in my tel number I get this message
'Problem fixed
We've fixed the recent problem in your area. To get your broadband running smoothly again, restart your BT Home Hub. Just turn it off at the mains, wait a few seconds, then turn it back on again. Give it a couple of minutes to finish starting up'.
But the problem is still happening and there is no mention of this 'problem' on the normal service status updates.. Does anyone have any idea what may be going on ?
Thanks
Chris

Hi Lakercj24
Send us an email using the contact the mods link in my profile and we can investigate the dropping connection issue for you.
Thanks
Stuart
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 that 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 :-)

Decreasing speeds, non existant customer service.

Thanks BT for yet another amazing customer service experience.
On the 30th my broadband kept dropping and reconnecting which you blamed on an exchange fault, and told me it would be fixed.
Next you booked me an engineer callout without telling me. The first I heard about it was when he phoned me at work to say he was outside when I was the other side of London.
I called again, you rebooked the engineer for Friday 3rd June, despite me telling you there would be no-one home to let him in. Unsurprisingly he also phoned me at work on Friday to tell me I wasnt home.
Meanwhile the broadband disconnecting problem seems to have fixed itself, hurrah!
Sadly the connection stabilty came at the cost of 50% of my download speed. I used to get 38mb/s now I get 19mb/s if I'm lucky.
The drop in my upload speed is even more impressive: from around 7mb/s upload it currently stands at a whopping 0.44mb/s.
Interestingly my IP profile according to the BT Speedtester suggests a 20mb download which is much lower than it used to be. It also says 10mb upload, which I get nowhere near.
I was feeling optimistic and thought I'd try support again. I enjoy being told to reset my equipment in broken English while another mythical "line test" is run. However this time I dint even get that far.
I called 100, they told my they were busy and they could log a call back, I was shocked - a sensible idea! I left my mobile number and lo and behold 20 minutes later a call from BT!.... from the wrong department.
After a fruitless 10 minute conversation where the cheerful girl said "uh-huh" to everything I said, she then put me throught to the broadband fault line and I was promptly disconnected.
I think I shall try the 0800 111 4567 line - it's started ringing at 21:18 - updates to follow...

Unfortunately, I'm getting the same experience.
I was exstatic to actually be pulling around 38Mb when my Fibre was installed, trouble is, that was short lived.
I run a business from home, so I was ordering Infinity as soon as the lines opened on the day my exhange started taking orders. Sure enough, the engineer said I was no.1 in my area.
Unfortunately, those speeds have already slid in just a few months
To make things worse, there is a known fault with the Openreach Fibre Modems. Eventually they will pack-up!
A component inside overheats and the modem is toast. I thought it was strange when (on installation day) the engineer made a point of stating they can't be put down on carpet.
After the really hot weather about 9 days ago, my Openreach Fibre Modem suffered this fatal fault and my service was down for a day. The engineer swapped the Openreach box and everything was fine again, but they are still trialing a replacement, so this unit will no doubt fail at somepoint too.
To compound matters, they practice a standard procedure of capping your line when theres a fault and even though they insist the caps have now been removed, I'm only getting just over 20Mb 9 days later.
I'm grateful for what I'm getting on the one hand, but before anyone moans about their paulty ADSL speeds, that's not the point. I'm paying quite a lot of business broadband and I was quite hoping with Infinity and beyond (pardon the pun), we would have finally got away from the sales & marketing speeds versus the real world

Infinity cable, can i buy a new one?

Hello, being very clever i upgraded to infinity, had it instaled, decorated and hid the cable. Was great idea until one of the kids decided to hoover (shock) pulled the PC away from the wall and the black cable comes out of the grey connector in the rear of the white openreach box ARRRRRR have done a bodge with an old thin multi cable connector but need a new cable with just the two inner wires! Have tride looking but cannot find one anywhere? Thanks for reading my waffle :-)

Do you mean the grey cable that goes from your white openreach modem to your phone socket on the wall?
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