Sky ADSL to BT Infinity 2 install woes

Reading other threads here I'm getting very worried about how my own problems are (not) progressing. And my total lack of broadband in this interim period.
We had a mostly perfect sky line, that was slow, and dropped sometimes, but it was workable. I was happy to spend a lot more on a decent line, and with the bookings all set for one day I wasn't worried about changeover, this area is meant to be well covered, and the exchange itself is less than a mile away.
My original appointment was for 19th august. They booked 2 engineers on the same day.
One for checking the line, one for Infinity, I have the email confirmations of the bookings, with both order numbers of course.
The Infinity guy never showed up.
First they claimed there was no order, and kept me on hold on and off for 20-30 minutes trying to find what had gone on when I'd given them name, address, and the exact order numbers from the emails.
Then BT said the line was unfinished on their system (it worked fine thanks to the fist guy, I was calling them on it). then they blamed lots of system delays, and tried to claim 'it's not your fault or ours, it's the system / contractors' I corrected the nice guy on the phone, as it was their system, and contractors from a BT owned company, it was their fault, and he agreed.
Now I've been told three days running that I'll be rung the next day to arrange the engineers visit, and I expect I'll be told the same today. so each day they're giving themselves a free 24 hours, and I fully expect when they finally offer a booking that it will be several days hence.
Why can't they book it then and there? because they can't even start the booking until everything else is green flagged on their broken system.
Thanks to them the only internet access I have is tethering my mobile which is slow, has to be reinitialised to regain connection regularly, and *expensive*.
I work full time from home, and this is HIGHLY disruptive, I can't go online elsewhere because they've ignored my requests to call my mobile and they're only ringing the house number.
I'm getting massively worried about the repercussions of this from work, and that they'll keep doing this for weeks.
I'm stuck in internet purgatory, it would take 5 days+ to switch the line back to adsl, and I want the fibre I'm paying for
Being given cloud access is no use, there are no cloud hubs running in this area. And being placated with 'well you've got the phone line' was not helpful, I have no use for a home phone line, I never wanted one, I use my mobile, it *hugely* angers me that they force you into getting one instead of providing internet access only.

So now I've been told by email after sending in a query with the contact form here the mods pointed me to that 'the case is being dealt with and FTTC is not enabled on the line and unfortunately is not planned.'
The case is being reviewed with an update due on 04/09/13, but the nice mod trying to help me is away until 09/09/13 so if they're my best chance of this being resolved, that will mean I'll have been without internet FOR A MONTH.
This seems to imply that BT have sold me a phone line for £144 that I did not want or need (having working sky) on the promise of installing on the same day a fibre optic line that they cannot actually provide
Pretty livid right now, I've told them I work from home, I *needed* this to be a very fast turnover, waiting for the feedback tomorrow then contacting ofcom

Similar Messages

From Sky ADSL to BT Infinity2 - effect on Free eve...

Currently have our phone with BT and we have free evening and weekend calls. We pay monthly via direct debit.
If switching our broadband from sky adsl to bt infinity 2, will we still get free evening calls?
We would like the £50 Sainsburys voucher and to pay for line rental upfront for 12 months so how would this effect the current direct debit? Perhaps pay for everything online then phone to cancel the direct debit? But would this also cancel the free evening calls? I understand this is £2pm so can this just be re-bolted on?

If you contact the BT Options Team 0800.800.030 they should be able to advise you.
If you qualify for the Sainsbury vouchers make sure that you order online as you will not get the Sainsbury Vouchers if you order by phone.

BT Infinity 2 Installed today - Very Poor Speeds

Hi,
I have just had BT Infinity 2 installed today to an Openreach Engineer. The BT Wholesale Checker shows the following for my number:
FTTC Range A (Clean) 59.3 43.7 16.2 10 -- Available
FTTC Range B (Impacted) 49.7 26.7 16.2 7.4 -- Available
But a wired speedtest.net result comes back with: just 22Mbps http://www.speedtest.net/my-result/3287469432
The Hub5 is plugged directly into the new faceplate that has been installed - and i dont have any extensions or anything like that to confuse things.
I have gone into the Hub 5 connection status which shows:
VDSL Line Status
Connection Information
Line state: Connected
Connection time: 0 days, 04:43:37
Downstream: 23.38 Mbps
Upstream: 5.45 Mbps
What can I do? as a 20Mb line is not much more impressive than the 7Mb i was getting on my traditional ADSL line.
Thanks
Jon

i would suggest leaving it for 10 days see if things improve as they do say there is a 10 day training phase, if nothing improves after that then i would come back see if you can get a mod to help you out as they are a good bunch here all uk based

Moving from Sky Fibre to BT Infinity

If I switch from Sky fibre to BT Infinity will I need to have an engineer visit or will it work like with normal broadband, just get a router and plug it in on activation date?

john46 - would that it were as simple as you say (I agree it should be).
I ordered a migration from a Plusnet Fibre trial to Infinity2 on 10 June - as from 27 June I have had working BT services BUT neither the 2 engineers who have been to my house nor the half-dozen BT call centre staff to whom I have spoken, nor anyone at the Correspondence Centre, nor the mods on this forum have been able to get the broadband activation completed - I am being expected to wait until 10 July!
Needless to say, despite Plusnet acknowledging the transfer, they are still billing me for both telephone and broadband as if nothing has happened.
I will be escalating my complaint tomorrow with Ofcom and my MP.

Post Moved Infinity-New-install-today

Post moved to Inifinity Board http://community.bt.com/t5/BT-Infinity/Infinity-New-install-today/td-p/682502
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Contact the mods or speak to BT, only in extreme cases they will deal within the first 10 days but to me it's very clear something is wrong with your line.
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

BT Infinity - Awaiting install for over a year!

Okay first off this is not a rant and I will try to include all the facts so far to date.
I've been with BT for over 3 yrs, originally left Tiscali Broadband to join BT based off BT's sales advisor telling me I would get Infinity within the year.
Consequently that didn't happen, wasn't so much annoyed because all companys can miss deadlines and will try to correct the issue where possible.
This started off in August last year, I was checking http://www.superfast-openreach.co.uk/where-and-when/ eargerly to find out when my town was going to be accepting orders. My town was showing an estimate of August which peeked my interest knowing that i was finally going to be getting what i signed up for.
August came and went with no sign of Openreach installing anything, I called BT to which they advised me that I couldn't contact Openreach direct and that I should keep checking Openreach's site to find out when it was coming. It then got shifted to October and basically the same scenario happened again. After having a lengthy conversation with Clive Brinkman (Openreach) via email i was given information that the cabinet had issues and that there maybe a number of reasons why, at this point I was told the cabinet would go live Q3 / 2014.
At this point I felt a little messed around, I tried to chase this up as much as possible with BT while going through various people until I was put into contact with Michelle who states in an email "Openreach have been in touch and have advised customer is connected to ******* exchange cabinet ******. This cabinet is still in the build phase and is currently expected to go live in mid-November" I also got confirmation from Clive Brinkman (Openreach) "With the thousands of new cabinets we are deploying over the whole of the UK some will be delayed as the commissioning teams are at the moment very busy, your fibre cabinet will be completed and the latest details I can see is November 2013"
Again November passed by and still no sign. At this point I'm fed up and tired of chasing people around to find out what's going on after spending hours on phone calls and being told dates which weren't correct.
Around January I saw an Openreach van outside my property, which sparked interest from me for Fibre. I then checked it again and it stated "February". Again this date was pushed back to March.
From what I remember my area was now Accepting Orders, however it turns out my cabinet wasn't. After many phone calls i finally manage to find out that they need to dig up some road in order to install piping and this would need to be arranged through my local council. Now in April and nothing, called BT who advised to contact my local council to see if they could speed it up.
So I called them, after being told by them i should check roadworks.org to see when it was scheduled. Funny enough BT were scheduled to come that day to lay the pipe work. I advised the council that no work was taking place to which they were astounded by. I asked the lady if she could chase it up and perhaps get someone from Openreach to call me about it. I received a call later that afternoon from Andy in the new development site from Openreach who in the end was useless and very rude and stated the only reason he called me was to see if there was a health & safety issue.
After getting no where again and the amount of time spent in chasing up people to find out what was happening I was on the verge of giving up, especially when dealing with BT. Around a week later I was woken up to road works and low and behold they're digging up to put piping in place.
I happened by chance to be reading Ofcoms page and thought they might be worth a call to get some advice and I was told that Openreach wouldn't do anything for me and that I should pressure BT to put pressure on Openreach to hurry the process more. This annoyed me to no end as after all this time the people who I spoke about this most to was BT and nothing had been done from there end.
I called BT and asked to be put through to a manager, I was put through to Kelly the sales manager. After explaining in length the hassle I've had from this she turns round and tells me that BT will not provide information and that I should check "can i get fibre broadband" and when it's available they'll notify me. After explaining again that I was provided more information than this last time she seemed to get irrate and confrontational stating the same information again. At this point I wasn't very happy with the way I was being treated within this phone call so I asked if I could be put through to her superior, from which she responded "Nick who is the center manager" she refused to put me through and refused to pass my issues onto him.
I don't believe for one second that the road works would of taken place if I hadn't of chased it, the customer service overall from BT is an absolute disgrace and BT should be made an example of.
All I want to know now is, when will Openreach come out as the roadworks are completed and the pipe has been put in.
Previous Topic from September 2013 - https://community.bt.com/t5/BT-Infinity-Speed-Connection/Bt-Infinity-due-September/m-p/980676

Hi Kinergy,
As you know the Fibre broadband infrastructure rollout (FTTC & FTTP infrastructures) is being done by Openreach as part of either the Openreach Commercial fibre rollout plan or as part of your local authorities BDUK fibre broadband programme.
Openreach are the "last mile" infrastructure provider for the majority of ISPs/CPs (excluding KCom & cable networks) such as BT Retail.
Please can you copy and paste the results from the BT Wholesale Database (http://dslchecker.bt.com/adsl ) with the exchange and cabinet number and also the information under the "services grid". However remember to edit out your landline number before posting.
There is sometimes a reason given in the BT Wholesale Database results if there is a delay or issue with the installation/activation of fibre to a cabinet/area.
BT Retail doesn't really have much say as to If or When fibre broadband will be available to your property as that's down to Openreach (/& your local authority in terms of BDUK rollout).
Even though Openreach is part of the BTplc Group, there are rules and regulations put in place by the telecoms regulators that means Openreach have to function separately from the rest of BTplc Group (which includes the retail division BT Retail, and ISP/CP) and therefore Openreach must treat all ISPs/CP equally and that BT Retail does not get any priority.
There can be many reasons for the delay in enabling fibre to your area/cabinet. For example blocked ducts, LA planning issues, power supply, ect..
Has your PCP (cabinet) been installed and connected to a FTTC DSLAM cabinet which would be sited either next to or opposite the PCP or within 100 meters of the PCP?
From many examples once the physical FTTC DSLAM cabinet has been sited near the existing PCP then it can take weeks/months for that FTTC DSLAM cabinet to be fully commissioned and accepting orders.
**The Commercial Fibre-Optic Broadband Rollout is being managed and done by Openreach for all communication providers/ISPs. The BDUK fibre broadband schemes are managed by Openreach along with your local authority.BT Retail (a communication provider/ISP) has nothing to do with the rollout of fibre broadband.**
jac_95 | BT.com Help Site | BT Service Status
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Infinity just installed

Infinity has just been installed, i'm averaged 30mb down speed and 10 mp up speed.
http://www.speedtest.net/result/1637092976.png
Also the internet keeps cutting out for about 30 seconds then coming back up every 5 minutes or so :/

Hi
If you want to post your speed results as a picture.
Click on Reply.
Then add any text such as "below is my speed test when wired.... or wireless" whatever it was.-
Click on the Insert/Edit image icon at the top... two icons to the right of the smily, looks a bit like a square tree.
This brings up a box click on From Another Site tab at the top of the box.
Paste in your speed test into the Image URL box ie. http://www.speedtest.net/result/1637092976.png
Then click the Load Image.
You'll see the picture.
Then click on Insert Image.
This will add the picture into your post.... you can then click Preview and then if your happy click POST.
Below is your speed result showing a download of 3Mbps and an upload of half a meg...
I wonder if that was your old ADSL speed... well to be honest I hope it was.
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

From SKY BB to BT Infinity

Hi guys,
Just cancelled my SKY package there - phone line, broadband, and sky tv. So I have until the end of next month before I move to a new provider.
Was wondering if I get the BT £40 package, with TV and unlimited broadband, how long will it take BT to come over and install since time of ordering. SKY say it will take 14 days for them to be 'removed' from my line, something like that anyway.
So, does anyone have any experience with this, why should I order BT and will I receive any downtime on my phoneline/internet.
Cheers,
Cab

thecab wrote:
Thanks for the replys,
I have read up on the forums here so I have seen both sides. But I going to go for it and order tonight, as I want my apparent 32mb download speed, not my pathetic current max 2mb ADSL connection.
As for SKY, I have their service until the end of next month, but can do what I want to the phone line in about 10 days so I hopefully dont go without service (would be a bit of a nightmare!) and hopefully BT sort there stuff out with no problems!
Cheers guys,
Ill try and post what happens, just incase there is someone in the future looking to know.
Hope everything goes alright for you.
As has been said in a previous post, telephone wise you should not be down for any length of time, you possibly will not even know it has changed. BB wise, there will be a few days delay
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Infinity 1 upgrade woes..

Ok, so I had Infinity 1 go live on Friday, had a pretty stable line over the weekend,36mbps down, 9mbps up, as sold to me, with few hangs, a pretty solid connection with few disconnections. Today, however, is an entirely different matter. So far, I don't believe i've had i hour with a constant connection, and so far i've had 16mbps taken off my download speed. not a very impressive first weekend, that.
I can handle losing a few mbps, but nearly half the original speed gone? That's not good, really. I get that there is supposed to be a 3 day "settling" period, but why, after the 3rd day, do I lose half my speed? Had resets, new filter installed etc, still losing speed....
Solved!
Go to Solution.

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
FTTC Range A (Clean)
49.9
35
11.8
7.2
Available
FTTC Range B (Impacted)
42.8
24.7
11.8
5.2
Available
WBC ADSL 2+
Up to 7
6 to 8
Available
WBC ADSL 2+ Annex M
Up to 7
Up to 1
6 to 8
Available
ADSL Max
Up to 5
3.5 to 7.5
Available
WBC Fixed Rate
2
Available
Fixed Rate
2
Available
Other Offerings
Fibre Multicast
Available
Copper Multicast
Available

New Infinity 2 Install (Originally 47 Down 10 up n...

Having endured 2 days without any internet connection awaiting my install (in itself quite staggering in this modern age) I was pleased when the engineer finally turned up yesterday at 17:55 in a 13:00 - 18:00 install window. Everything went smoothly and I was told there were no problems. indeed when I tested the line (using a non BT test) I was happy to see numbers similar to what was expected. In the region of 44 down and 10 up.
This morning (06:00 AM Saturday minimal contention issues) us a differnt story. The net is crawling and any intention I had of catching up on work I missed during the downtime seems unlikely. Coming across this forum I used the official Speedtest check and was perturbed to find I was now getting 7.5 down and 0.97 up. Multiple attempts to retrieve additional results informed me there was an error and these could not be provided.
I appreciate that linespeed takes some time to stabilize however when the Infinity 2 advertisement states 77Mb, the estimation is in the region of 40/10 the previous ISP provided 18/01 to be running at under half that download speed I started with and at 10% of the advertised rate suggests to me that there may be a further issue here.
I have checked and rechecked all the client-side equipment disconnecting everything except for a laptop connecting into the hub directly.
Please could someone advise on how I should proceed as it seems not unreasonable to think that something is amiss and having already suffered prolonged downtime I am keen to rectify this as soon as possible. Assistance is much appreciated.
Solved!
Go to Solution.

I appreciate that respondents have an official script to follow and are required to ensure certain steps have been taken prior to progressing an issue but the information requested was provided in my original post this morning. At least having the course of the day it is evident that this was not isolated behaviour and in fact the situation has continued to deteriorate since then. Please find a duplicate of the information provided this morning and further tests taken since:
Sat 11.05.14 08:00
1. Best Effort Test: Download Speed : 7.5 Mbps
2. Upstream Test: Upload Speed : 0.97 Mbps
Sat 10.05.14 10:15
Short disconnect from 10:05 - 10:10 ish
1. Best Effort Test: Download Speed : 5.88 Mbps
2. Upstream Test: Upload Speed : 6.93 Mbps
Sat 11.05.14 13:00
1. Best Effort Test: Download Speed : 5.9 Mbps
2. Upstream Test: Upload Speed : 7.05 Mbps
Sat 11.05.14 16:00
1. Best Effort Test: Download Speed : 5.79 Mbps
2. Upstream Test: Upload Speed : 0.58 Mbps
In each of the above cases when requesting additional results I received the following message:
Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.

Sky LLU to BT Infinity

Hi all
I'm looking to move from Sky LLU unlimited to BT Fibre, just wanted to know If I'd require a MAC code or does this only apply when moving between LLU products?
also wondered whether I should migrate my BB to BT first and then upgrade to fibre or can i just migrate to fibre?
thanks in advance.

I would get your MAC as BT will ask for even if they don't use/need it. I would also go straight for infinity because as anew customer you will get a better deal
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Infinity Blade install issue on iPad

Greetings,
I downloaded Infinity Blade this morning and then tried to load it on my iPad, it went thru the install of app, and Infinity blade shows up in the apps window on iTunes and even the page its on for the iPod from the Apps window within iTunes. But it doesnt show up on the iPad before or after the disconnect from the dock connector......
I have the check box checked next to the Infinity Blade, Apply'd , and even did a sync while the iPad is selected in the source window of iTunes, all to no avail.
Any one else having this issue ?

Greetings,
I did try the cold boot before posting, but good recommendation.
Tried the re-syncing another time today, the same. Also tried the 'check for downloads' too ... Did a 'report a problem' with iTunes...
The only thing I can think of is I have a slow net connection plain dsl, and I left while it was downloading. Did any of you stay with your system during the entire install ? Just a thought, well I'll wait till Monday if I can
Thx
and
Happy Holidays to all You Apple Families

Getting adsl paying for infinity

we had an engineer come out today and tested our line cos we have started losing tv channels on our bt tv box the engineer said we are getting adsl speeds.
http://www.speedtest.net/my-result/4096139214
so cos we are paying for bt infinity2 but getting adsl speeds my wife phone up for a refund of the difference of the price of infinity to adsl. The operator was very rude and was shouting down the phone saying you won`t be getting any refund. She asked to speak to her manager and he did exactly the same thing. Saying well you only phoned up on so and so date so no refund.
is it law for me to check my speed daily,weekly or monthly to make sure i am getting the true speed ?
Can i terminate my contract has BT have not supplied a service i am paying for and because the rudeness of the operator has really put me off dealing with bt ?

Hi delbi1,
Welcome and thanks for posting. Sorry you're having problems with the service. I'll be happy to help with this. Drop me an email with your 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 :-)

Sky Ondemand and BT Infinity.

Can someone tell me if there is a problem with Ondemand from Sky and BT Infinity, for the past 2 months ive had terrible trouble downloading from Ondemand from Sky. I am connected wireless to the sky connector but i have never had such trouble downloading as i have in past 2 months. Here is the threrad on the sky forum so you can judge for yourself
http://helpforum.sky.com/t5/On-Demand-Catch-Up-TV/On-Demand-Downloads-very-slow-What-is-normal/m-p/2...
Executive Support Team from sky emailed me this morning saying there must be a problem with my ISP which there isnt. I am able to watch netflix and do other things on my connection with no problem at all. It is now getting to a case that if you want to downloading something in HD from ondemand it can take up to 4 hours. Clearly there has to be a problem with the sky servers.
Here is the email i got from sky this morning.
Thank you for your reply to my email. Having investigated your account, I can confirm that the download speed will depend on the size of the file and whether or not it is in HD or standard definition.
I can see from your account that you have the HD pack, so would assume that you are downloading content in HD. For a movie in HD with a file size of 3.4GB, a rough guide with your broadband would be that the wait time to start viewing this would be 1 minute. This means the time it takes to go from "downloading" to "available".
If there are any issues with this, in the first instance I would suggest that you speak with your internet provider regarding this.
Although you may be able to browse and access other content online quicker than the On Demand downloads, there can sometimes be congestion at the exchange which cause the issue.
I would like to check though, from a Sky point of view, if you are connected wirelessly or wired to On Demand. If you could please reply directly to this email with the answer to this question, I can perhaps assist further.
Kind regards
Rachael Totten
Service Excellence Consultant
Executive Support Team

Have you tried connecting by wire in order to see if the problem is with your wireless connection ?
If you found this post helpful, then please click the star on the left, after all, I'm only trying to help........

SKy on Demand on Infinity

Just had infinity fitted but my SkyHD+ box won't connect.
I'm using Powerline connecters into the back of the hub and the SKY box - this worked perfectly with the old hub.
BT are blaming SKy - Sky are blaming BT!!
Can anyone out there help?

have you tried restarting the hub and the power lines
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Sky ADSL to BT Infinity 2 install woes

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