Sever issues getting Infinity installed

I signed up for BT Infinity about a month and a half ago and duly paid my £180 or so - moving on from Virgin, which worked well when it worked but was kind of sketchy. Got my router and YouView box. Engineer comes out to my house about 2 weeks later - seems Infinity doesn't stretch to my house, so someone had to come connect in the street. Was told I didn't have to be home for that to happen. About a week later, I'm leaving for work when an engineer turns up - seems he DID need access to my house, and luckliy I was around (I had no notice that he was coming).
SO, all fine now. Just need Infinity to be installed. Another appointment set for the 24th June, in the afternoon. I arrange work so I can be at home. Get a text the night before that there are actually TWO appointments - one to put in the phone line, in the morning, and then the Infinity guy in the afternoon. Can;t move my meetings so had to cancel. Appointment for a phone line set again for last Friday - will have to wait for the infinity appointment to be scheduled AFTER the phone line is in. COme home from work again. Call at the end of the slot to learn that the engineer isn't coming after all - there's been an error. Lovely. APpointment again set for this morning. I call - guess what cancelled again due to an error.
SO I am a month and a half in to my new relationship with BT and no closer to anything. My Virgin service (which I am now poerfuly regretting changing) has long been turned off. No internet, no TV.
WORST part of all this (besides three days off work for no reason, and £££ spent ringing up the call centre) is the amazingness of the SYSTEM> No one I speak to is the same person twice. Promises are made, which come to nothing. Example - last Friday night I got through to a complaints department. The person I spoke to promised I would get both a phone engineer and an Infinity engineer on MOnday (yesterday). I rang first thing MOnday to check - no record of this conversation ever happening. This person had actrually lied to me to get off the phone.
I am probably person no. 3,667,456,344 with this sort of sob story and I am sure no one is interested in hearing it - especially not BT - but am putting this out there anyway to see if anyone has had similar issues? Must be something we can do to rise up against the SYSTEM?

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
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Similar Messages

7 weeks so far to get infinity installed

Hi all.
I was supposed to have Infinity installed/activated today but the Engineer ran out of resource (and into the pub? ). As you can imagine this is causing great frustration as I've been waiting 7 weeks!
My first 2 orders were cancelled by BT's systems and the third was a telephone order. After which there have been a few delays. These were reasonable and I was willing to be patient. However after today's no-show my patience has run out. I urgently require a broadband connection for work and my sanity.
I require a fast-track appointment early next week. Can a mod please help me cut through the red tape and get me up and running. If only to stop me rockingback and forth muttering 1 and 0.
Cheers

to contact the mods you have to fill out the webform and they will get back to you in 3 working days say thursday
youll be better off ringing bt now and insisting on an appointment tomorrow

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

Problems Getting BT Infinity Installed

Hi all,
Anyone got any advice??
I have been going through a home move.
I was originally taking my number to Virgin but they cancelled the order and did not release my phone number for keeping with BT. I rang BT to do the homemove and the order was ordered up and everything processed, a couple of days after the order was placed the order got cancelled, with no word from BT advising me, I had booked the day off for the install of both my line and broadband.
The router did not arrive two days before so I rang BT and they said that Wholsale had cancelled the order because the number was not available, so another order was placed with a new phone number, the router arrived next day however the appointment was now rescheduled for 5 days later.
Four days later the phone line went active which was Monday just gone. The engineer was coming to install infinity yesterday (Tuesday), however when I looked online on Sunday it said an engineer does not require access to your premises etc. this I know is rubbish as OpenReach need to change the faceplate etc... So I thought the whole thing had cancelled down again. As I say the phone line went active and the online information returned to saying and engineer will come on Tuesday. I also rang BT to confirm this information and they confirmed that someone will definitely be there between 8 and 1.
So Tuesday came and it is 12.30 and no sign of any engineer, I rang BT and they said someone should be there but they will check with the engineers and they said that they cancelled the job. I am now waiting for a phonecall from "the Diary Team" to schedule an appointment which could take up to 24 hours to get the call.
Where would I stand if I said just cancel the order and let me go elsewhere, I realise it is all OpenReach that does the install irrelevant of where I go but I am not sure BT are doing enough to expedite the order. I have been happy with BT for the last 4-5 years but trying to get Superfast Broadband appears to be extremely monotonous and slow.
BT INFINITY (Hopefully)

Darkvil wrote:
Ok well after 2 months of getting BT Infinity installed, (due to admin problems), all is working great. Getting Bandwidth of about 30Mbs great.
The problem is online gaming, you need split second timing to play the game, so that means low latency.
Over 2 weeks or so its got worse and worse, 150ms and above it is un-playable online. I am getting on average about 250-300ms at night, gaming.
On my old adsl wired bt broadband I was getting on average 45ms. This was on my old system.
I think the system is trying to optimise for maximum bandwidth, and therefore comprimising on latency.
There must be a way technically to optimise for low latency at the expense of bandwidth.
I have raised and call and managed to fight my way through to Tier 2 support, (at least they understand the terms I am using yay). There are other gamers with the same problem, and there is an investingation this week.
If there is no solutions then its back to ADSL wired 3Mbs broadband for me but at least I will get 50ms latency.
Will keep you posted, this will be a big blow to BT Infinity for online gamers if they cant fix it
Cheers
Hi there,
I'm just tossing my £0.02. Have you considered that there could be congestion at your exchange/gateway?
I had Infinity installed on Friday (I'm on the LNADK exchange) and below is the ping/jitter test that I did about 10 minutes ago.

HT3258 I have installed Mac 10.8 having issues w/HP 2605dn printer. I have done the updates as required still have issues getting it to print on network. It prints fine on USB port, but I need it networked, what gives?

I have installed Mac 10.8 having issues w/HP 2605dn printer. I have done the updates as required still have issues getting it to print on network. It prints fine on USB port, but I need it networked, what gives?

Thanks for your reply, this puts my mind (what's left of it) at rest. Now to sort out the new printer broblems since installing oldMags

Issues with Infinity - Connection Speed & Other Pr...

Hi all,
I had Infinity installed on 2nd November. Besides some issues with BT mixing up delivery addresses the installation by Kelly Comms went smoothly, and was setup within 45 mins.
Initial speeds were very good, achieving 74Mb/s Down & 18Mb/s Up with a Ping/Latency of 5ms Excellent really considering the sub 5Mb/s I was used to with ADSL. The high connection speeds remained over the weekend until about 4pm on November 5th. I found that the Openreach Modem had lost connection (flashing DSL light) and my HH3 Broadband light was a steady orange. I left this for a while before picking up my landline to call customer services only to find that my line was dead with no dial tone.
Broadband eventually came back on service later that afternoon, but at a much lower speed of 43Mb/s Down, and an almost impossibly slow 0.97Mb/s Up. Ping/Latency has also slowed to around 20ms. During the evening I managed to get through to customer services in India, who were able to start dealing with the fault on my phone line.
Initially I was told it would be the 12th of November that the problem with the phone line would be resolved. Fortunately enough it was then fixed the following morning by an apparent engineer visit. I was unaware of this action until later in the day, but had noticed before leaving for work that Broadband was yet again down.
So to cut a long story short: I have a phone line that works, but a big reduction in connectivity speed especially upstream speed. Should I be contacting BT to investigate yet another potential problem bearing in mind that I am still within the supposed '10 day training' window.
(All speed tests have been conducted via a PC connected by ethernet directly to the HH3)
If anyone can advise me it would be much appreciated.

Hi Tidycarrot,
Welcome to the Forum. What was the speed estimate given to you when you signed up to the service? If the speeds you are see are well below that estimate, send me in your details using the link below and I'll run a few test on you line from here.
http://bt.custhelp.com/app/contact_email/c/4951
Thanks
Paddy
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 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!
Go to Solution.

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.

4 month Infinity install saga and still ongoing. H...

I have been trying to get fibre broadband installed since September 2014. I am now on my 4th order attempt and there are still issues with getting it installed. I have missed time off work when the engineers didn't turn up, despite confirming their attendance the day before. It now appears I am being charged for Infinity and BT TV, despite BT being incapable of installing Infinity.
I have already tried to escalate, but things haven't improved and I'm still without Infinity, despite it being active on my account.
Thanks

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.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
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.

Hi Just had infinity installed

Hi I have just had infinity installed because of an ongoing rein issue which screwed my Talktalk asdl down to 1meg.
After 9 BTOR visits I was informed where the problem was coming from but that no one was able to enter or contact the house that the problem was isolated to.
This left me to the infinity option which thankfully has bypassed the problem and i am getting 37 meg(woohoo!)
I do find it amaxing however that neither TT or BT has any rights to deal with the person who is messing up mine and others in the road and you are expected to deal with it your self.
Looking forward to better service from BT and great speed than before
Geoff

geoff51 wrote:
How do you read PM's on this forum as I cant find any link to click on? OK found PM link Doh!
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New Infinity Install - 3 days in... 2Mb Internet?

We had BT Infinity installed 3 days ago. Line speed hasn't changed from when I did the speed test with the engineer still present. Was told that it would "Get better" over the next 24 hours, but that didn't happen. Estimates from the BT site were 45mb down, 8mb up (Approx 700m from cabinet). We are getting 2.5 down, and 4mb up.
After phonining customer support, I was told this is OK and that it will get better as it stabalises over the next 10 days. My feeling is that this is just broken, and I'm going to end up wasting 10 days with broken internet. Does anyone have experience of this? Is it magically going to get better? It seems strange to me that our up is twice as high as the down, but customer services seems very reluctant to actually do anything during this period.
Multiple speed test sites all give roughly the same result.
Do I keep complaining? Or will this magically fix itself?
Solved!
Go to Solution.

In a strange turn of events, after calling customer services to say it was broken, and them saying I needed to wait 10 days ... 30 mins later an Openreach engineer turned up at the house (yeah, 30 mins ... on a Saturday!), saying there was a fault and that he had been sent to fix it.
Internet is now operating at the expect speed. Pretty impressed.

I uninstalled itunes, and tried to redownload/install it, now I can't even get it installed, it says " The feature you are trying to use is on a network resource that is unavailable" What do I do to get itunes back

I Removed itunes from my pc, and tried to redownload/install it, now i can't even get it installed, it says " The feature you are trying to use is on a network resource that is unavailable" What do i do to get itunes back on my pc?

This kind of problem can often be fixed with the microsoft Installer cleanup utility.
Unfortunately the Microsoft Installer Cleanup utility has been withdrawn by Microsoft because of compatibility issues with Microsoft Office so you will need to find a copy elsewhere – the installer is msicuu2.exe. You need version 3.
Google msicuu2.exe download
mydigitallife in the above search has a copy of version 3
Check for malware before installing it.
After installing, To run the program – All Programs>>Windows Install
If you get permission denied error, Try Run as Administrator – an option if you right click on the program.
When you run the cleanup utility, look for any instance that you find of iTunes and remove it.
It is possible that you will have to remove other apple programs if removing iTunes doesn't allow you to install iTunes. Post back with any furtyher error messages if there is a problem.

I get an "install failed" message. "Recovery system can't be created-click restart to return to previous version of OS X." This doesn't work. My Mac continues to try to install Mountain Lion. What is the elegant way to get my system back?

I get an "install failed" message. "Recovery system can't be created—click restart to return to previous version of OS X." This doesn't work. My Mac continues to try to install Mountain Lion. What is the elegant way to get my system back?

The first time I attempted to install ML was on a late 2011 MBP. It ran for three minutes then gave me the error message: Could not install OSX due to an unexpected error. I was using the original ML install app, not a USB or other drive.
After a couple of restarts wiht the same result I saw a message to the effect that the install was trying to close open apps. I closed apps manually a few times to no avail. I shut down instead of restarting then booted into Safe mode (hold down the shift key when starting) and that did it. The install went smoothly after that.
I since installed ML in two iMacs using a cloned copy of the install app on a USB drive. This time I shut down the computers and booted into Safe Mode first and there were no problems.
I don't know if this issue is the one causing you these problems but it is a simple enough solution to try.
Jay

BT Infinity Install - Friday May 6th, Bookiing and...

Ordered BT Infinity upgrade being already on Option 3 Total Broadband. Tested at Speedtest the day before install using the old white Home Hub and was getting a download of some 19.8kbps Booking process on phone call to BT was pretty easy. Also noted that as I was beyond contract now, Infinity means a new 18 months contract term. Hub delivery package was spot-on 2 days before. Engineer turned up well on time on the appointed day.
Initial problem arose. The Hub and the extra modem (wall or floor mounted) which was a surprise addition not mentioned by sales, both have to be mounted and connected right where the incoming main phone socket is and not near my PC in my home office room. My first Home hub simply connected via phone extension cable run round skirting boards to the office and then a short ethernet lead to PC. This is NOT posisble with the new Infiinity Hub 3 as it has to be connected close to the new modem and new split main socket. (Higher power consumption with two devices running all day shows on my energy meter)
This meant I had to either find near 50-60 foot of ethernet cable and the most local shops had was 10 metres or go wireless and my PC has no wireless card. Result = walk to local IT shop and pay an extortionate near double internet price of 25.99 for a Zyxel wireless usb plug to get Infinity. Plus the Engineer can't stay in your home alone even if you say its ok so he had to leave while I did this and stand outside for me.
Alll ended ok but the engineer did not do a speed test . He did say he achieved 40 mbps at the box which is across the street.
IT IS a LOT SLOWER THAN TOTAL BROADBAND OPTION 3 - I have tested speed since twice now using BT's own Speedtester Test 1 on the following day May 7th at mid afternoon where local shops and others are running networks.. and got 14387 kbps download and 8184kbps upload, WELL below what I had before and WELL below promised speeds ( IP Profile =38717) Today's test at 2130 hrs when all shops are shut and I am one of very few residents in town centre is even poorer..13387 kbps download and 8072kbps upload !! Speedtest. net gives even lower figures 6.49mbps download and 7.82mbps upload.
Plan to call BT tomorrow and ask what is happening as if this doesnt improve might look to rethink this while I still have a cooling off period on a new 18mths contract.

It's no better, today July 6th the service is so slow it barely functions at all and I have checked everything, reset the modem and hub, spent hours on the phone to barely understandable support personnel who offer aplogies yet have no clue beyond basis repetitive diagnostics what might be wrong. I work in IT and understand that when your service won't resolve the DNS for almost any website for an entire business day it isn't a problem with my PC. Ive lost an entire working day at a huge cost to myself and I am thoroughly fed up with Infinity service
Today's BT speedtest shows me the great new super fast Infinity service is giving me a fabulous 2.4 Meg connection...... laughable isn't it when the minimum acceptable should be 12mbps
Test1 comprises of two tests
1. Best Effort Test: -provides background information.
2. Upstream Test: -provides background information.
Download Speed
2438 Kbps
0 Kbps
38717 Kbps Max Achievable Speed
>
Download speed achieved during the test was - 2438 Kbps
For your connection, the acceptable range of speeds is
12000-38717 Kbps .
Additional Information:
IP Profile for your line is -
38717 Kbps
Upload Speed
3279 Kbps
0 Kbps
10000 Kbps
Max Achievable Speed
>
Upload speed achieved during the test was - 3279 Kbps
Additional Information:
Upstream Rate IP profile on your line is -
10000 Kbps Test Result Page 1 of 1
http://speedtester.bt.com/ 06/07/2011

Do we have a normal BT Infinity Install or is ther...

We have just had Infinity installed in the Stevenage SG1 area for just over a week and the performance is really strange. Any sizeable download seems to go faster and then slower with a large degree of consistency. I’ve spoken to two other neighbours who have had infinity installed the same day and they have exactly the same pulsing transfer speeds - is this normal for new installs or is something wrong????
The images below are the network traces while downloading a chunky file for my connection and two neighbours - they all look very similar.
The Upload is a solid 8Mb but downloads seem to peak at 36Mb to 0 in a rhythmic fashion every few seconds. We've all been told we need to wait 10 days from install before it can be investigated but surely this is not correct?
We've been told everything is fine and that we all have a solid 40/10 connection and a Draytek 2750N reports a theoretical max of 88Mb / 22Mb
Small packets and pings are very fast but anything streaming results in the strange pulsating downloads.
Where do we go to get this investigated as we're all getting nowhere with Boardband support?
My Install
4 Houses Away
10 Houses Away

Hi,
I'm one of the above afflictees.
Yeah, all the tests have been done with wired only connections, all wireless adapters etc disabled for the duration of the tests.
Depending upon the "Cycle" when your hit the official BT SpeedTest site, I've seen speeds reported from 0.08Mb to 8Mb.
When trying to download large files as a test, averaged over a minute+ I have managed to get about 4Mb, but it is all in very small bursts with 30sec waits beween those bursts.

Next-door gets infinity but i dont

I have been looking into getting infinity for a very long time now because i am the main user of the internet in our household. I regularly upload videos to youtube, but it takes a long time as well as knocking out wifi on all other devices. I recently noticed on my phone that a house nearby is using a hh5. (I believe is made for infinity) so i went online out of curiosity to check whether houses nearby got infinity. Turns out my nextdoor neighbour has infinity but for me it says i cant have it. I am just asking why this is the case. What did they do which allows them infinity which we havent done?

If you use the checker posted by imjolly in the above post it will tell what cabinet you are on and what services it can receive.
If it does not show a cabinet number it will be because you are on an Exchange Only(EO) line. This means you can not get Infinity because you are not connected to a cabinet, instead you are connected directly to the exchange.
Sometime in the future Openreach may install a cabinet out side the exchange and this will allow EO lines to connect to a cabinet. This however is not high on their priority list so may take some time.
Use your phone number. If you don't have a BT number use the address checker. It is more accurate than the post code checker which can cover more than one cabinet.

Sever issues getting Infinity installed

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