Switch from BT Broadband to BT Infinity

Hi,
We've just upgraded from BT Broadband to Infinity 1 at home but we're have a lot of problems with it!
1) Wireless connection problem - When we upgrade we kept the original BT Hub 3 which has always worked fine, but since the openreach engineer came its been very problematic! We got told no settings needed changing but the Hub now won't let my Windows 7 laptop in all the time! If I'm in the same room as it I have about 1 in 9 chance of a connection, but in my bedroom above the Hub ( where I've never had problems before! ) I have zero chance!!! This is dispite at WiFi checker showing good sign!!
I know its not the laptop as it still connects to my works BT Hub fine! ( Writing this at work )
2) I know its only been installed 5 days but I'd of expected the connection to be more stable by now, the speed fluxs from 0.06 - 32!!
Any ideas people?

Problems like this can be resolved using Google you should be glad you have BT Infinity, I have been waiting 41 days just to get Infinity and nobody has responded to my help requests on my thread from BT Staff.
http://community.bt.com/t5/BT-Infinity/Poor-customer-service-or-normal/td-p/948172

Similar Messages

Switching from BT Broadband to BT Infinity - Will ...

Hello,
I just ordered Infinity and was wondering if my broadband will be cut off before the installation day or if I will stay connected until I get the new connection?
Thanks in advance.

hi we stayed connected until the engineer rang on the day of install lost phone for about 10 mins then sorted

Switch from Home Broadband to Business ... modem hates me now

So we deicded to switch our service at home to business as we run a home business. The "reverse migration" took forever, we never received the email letting us know it had finally happened our net just stopped working, and when i rang telstra they informed me we were business now.. We were given a new sign in for the modem of an @direct.telstra.net address which i entered, applied and hey presto net was back, then it was gone. Restarted the modem AGAIN, checked it and the sign in had reverted back to our home plan sign in. I re entered the business log in, applied and hey presto net again.... It lasted a week EXACTLY and now tonight ive had to restart and reenter the business sign for about the last 4 hours. Anyone had similar? Anyone able to help??? We are using the telstra provided modem TG 797

If it's pulling the residential details from them then yes there is a system on their end that needs updating.
When you connect to the server it see the 'MAC' address of your modem. This is a unique serial number/fingerprint that no other device has.
It is then checking this MAC against it's database and saying, oh this modem doesn't have the 'right' details in it and that means this customer might not be able to connect to the internet. So via the TR-069 (technical jargon) protocol it sends the username and password directly to the modem and says these are the right details, use these.
However, as you know, those details are in fact now wrong. So Telstra need to update the system that is sending the details to either stop doing so, or to use the new business username/password.

Switching from interleaved broadband to fast

As above really how to go about it as ive heard this is usually enabled to try and counteract noise on the line but not every line has been checked for noise
Solved!
Go to Solution.

hi all sorry for late reply got watching startrek on virgin lol
here's line stats
ADSL line status
Connection Information
Line state
Connected
Connection time
0 days, 15:52:59
Downstream
8,064 Kbps
Upstream
448 Kbps
ADSL Settings
VPI/VCI
0/38
Type
PPPoA
Modulation
G.992.1 Annex A
Latency type
Interleaved
Noise margin (Down/Up)
9.6 dB / 24.0 dB
Line attenuation (Down/Up)
34.0 dB / 19.5 dB
Output power (Down/Up)
13.0 dBm / 1.8 dBm
Loss of Framing (Local/Remote)
0 / 0
Loss of Signal (Local/Remote)
0 / 0
Loss of Power (Local/Remote)
0 / 0
FEC Errors (Down/Up)
119 / 0
CRC Errors (Down/Up)
87 / 0
HEC Errors (Down/Up)
540 / 0
Error Seconds (Local/Remote)
64 / 1

From normal broadband to infinity

Ok, So on Friday 7th i switched from bt broadband to bt infinity.Before the engineer left he logged onto his handheld using my wireless connection and showed me a film and how there was no buffering.I logged on my pc and speedtest.net gave me a test of 31mb.
I was advised in next 3 days this would be up and down until it settled at the estimated speed i was given at around 64mb.So off he trots and i go out.When i get back i discover bb had dropped out.It came back on again and when i did a test it was at 0.2-0.4mbps..After phoning up i was told by bt this was because line was settling in for 3 days.
I am pretty sure that in this period the speed should not be this low..it is at the point where it is useless.I tried explaining this but got nowhere.It is now Sunday and no better.

Download speedachieved during the test was - 18.19 Mbps
For your connection, the acceptable range of speedsis 16 Mbps-18.98 Mbps .
Additional Information:
IP Profile for your line is - 18.98 Mbps
Well not what they told me i would get if i switched to infinity, and not what i got after engineer left.
When i do test to see what my line is capable of it tells me a download speed of 62.8 mbps.When engineer left i was getting 32mbps.This was on wireless connection.I know i will loose some not being wired, but this result is pants compared to what i was told i would get and what i got in the first few hours of having infinity.
I have always used wireless and was getting 17mbps on old BT Total Broadband,so are they telling me by getting infinity i get a 2mb increase?
Great News! You can get superfast fibre optic BT Infinity
62.7Mb*
Download speed
20Mb*
Upload speed
This is the result of the BT Speedchecker and what made me go for infinity

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.

BEEN TRYING TO SWITCH FROM SKY UNLIMITED TO INFINI...

The grass is not always greener on the other side! Althought it certainly looked that way when I decided to switch provider to take advantage of the BT Sport package.
I ordered the full monty Infinity, Phone, Broadband and TV package and did so via a cashback website. Strangely the next day they created separate order for just a phone install and my cashback track "failed". (saving BT £120). Although I've waited so long now I launched an investigation using my own evidence to Quidco and it was granted again!
My Phone line was switched over pretty quickly (realised later that once your phone line has been switched to BT, to switch back to Sky and use their equipment at the exchange would cost a fee of £50! grrr). So I started to feel a little trapped. But tried to be positive.
Unfortunately nothing else happened. I called BT who initially denied there was any order for anything else. Luckily I keep screen shots/emails + original details of my order much to their embarassment. They apologised but insisted they should put order again immediately on phone. (which would have saved BT more cashback but I said no thanks I will do it online). I tried to cancel everything but here I was told I would have to pay £50 to switch phone line back. The cheek! Trapped.
I got a date 23rd of July for my switch over to Infinity, BT Vision Box arrived, engineer booked in on a 8am-1pm slot. Things were looking positive. Took day off and engineer was late but he did ring me to warn me in his defence. He seemed very competent and knowledgeable. After 5 hours though he said he had to leave and that he couldn't get it working although he thinks he cleared a fault on the line. I'm in IT and had a friend who used to be Openreach engineer. So we discussed in detail the situation.
Obviously I do not know for sure, but appears that my FTTC service was a no go because the local Cabinet had no spare ports only five broken ones (he tried about 3 of these). He said he was not sure when more would be provisioned. (I thought surely in advance they would reserve one or check this!). Imagine ordering a Tesco grocery delivery only for the driver to turn up saying unfortunately they didnt have anything for me.
But asI had been messed about for 6 weeks I thought BT will be straight back tomorrow to fix this. Engineer told me I would get a call next day. Heard nothing. I rang up 2 days later to be told the engineers were "deciding" what to do next. Never got a call back.
Unfortunately thats where I have been ever since. Only yesterday was I promised a new engineer on 14th of July after another two calls I made to India and 40 mins on phone talking to very nice but time consuming operators:
KULJEET FINGH (promised me a call back)
SWATI KUMARI - very helpful and believes she has fixed this.
I have had about 3 missed calls from scottish sounding customer service reps but they do not leave me a number to reach them. When I do call I get the India overflow or level 1 scripted service who don't know anything about the voicemails I received or my previous calls. Each calls takes ages to get through navigation then explain the situation.
So now I am thinking to myself, why oh why should I let them make me wait about another two weeks. I am struggling to find a reason to stick with BT.
Should I give up and give let Sky try and install Fibre?

Well I have an update. I decided to stay as I was so far down the road. They gave me an engineer appointment of 14 of August which was totally disgusting.
I rang up to complain and was promised a call back as they tried to expediate my request. Never happened.
Whilst on these calls I also questioned the validity of sending another engineer unless they first checked that my local cabinet hard an available fibre port. I was promised and promised that they would put the notes on the call and it would not be a wasted engineer visit.
Engineer came today. Wasted visit - no ports on the cabinet.
He was not even sure why he was sent there knowing there were no ports. Talk about the blind leading the blind.
The incompetency of this corporation is absolutely astounding even when their customers are telling them they are going to fail they lie to your face just to appease you on the phone and move you on.
So I ordered my switch from sky to BT on June 6th.. and so far all I have is a phone line.
On top of this I noticed that they have charged me a late payment fee by DD and full line rental for first month. BT were so slow at installing it all that my up front line rental apparently did not cover their initialy switch over. Despite telling me I would not be charged I have been charged.
Now as a web designer I am now tempted to create basic website and use my SEO skills to push it to top of google rankings sharing with everyone of my experience of BT.

Migration from Sky Broadband to Infinity 2

Hi,
Just wondered if someone can confirm is this correct.
I have called today to port from standard Sky Broadband to BT Infinity 2.
The operator advised me that I would need to port into the standard BT Total Broadband service first then the day after I would have to place another order for BT Infinity.
I would appreciate it if someone can confirm this is correct as its a bit long winded.
Thanks

Valentine wrote:
If you pay Sky for your line rental then yes, it seems that the line has to be taken over first then Infinity ordered.
My line was taken over sometime yesterday and a nice lady phoned at 8.30am this morning to book an engineer visit for next week.
My broadband is still active with the old provider as i asked them to keep it live until I contact them, maybe this would happen anyway but I have read a few horror stories on here
Again, not how it happened for me - I had everything with Sky, phone line switched over on 3rd May, engineer called round 10 minutes later and set up Infinity

Can't get router working after switching from DSL to Cable broadband???

I have a WRT54G v.5
I just switched from dsl service to cable broadband. I can't get my router to work. I hooked it back up just as the dsl modem used to be. there is an ethernet cable that goes from the cable modem to the router. then an eithernet cable that goes from the router to the computer. this does not work. If I just take the router out of the loop and run an eithernet cable straight from the cable modem to the computer it works fine. so the cable internet service is working fine up to the modem. The router is the problem. I have restarted both the computer and the router. so that rules that out. can you help me?

Open the setup page of the router by launching an Internet Explorer Browser and type the address bar, 192.168.1.1 and press enter. When it prompts for the username and password, leave the username field empty and provide password as admin and click on ok.On the main setup page the ""Internet Connection Type"" should be on ""Obtain IP Automatically - DHCP “. Click on the Save Settings button.Now click on the sub tab ""MAC address clone"".- Click on enable.Click Clone & click save settings
Check WAN Ip on Status page of router .... If getting Valid Ip .... try going online...If not ... power cycle for 4-5 minutes & then, try going online.

Switching from BT Infinity 2 Unlimited. Worth it? Is Sky Fibre Pro still available?

Hi all I'm currently on BT Infinity 2 Ulimited, but I've become less than satisfied with the speed on my line. I know the line is capable of around 60MB/s as that is what the tests were indicating when the engineer was round to install the service. However it has slowly deteriorated over time and now sits at just over 40MB/s. BT are beyond useless and will not accept that this is an issue, let alone try and fix it. Has anybody recently switched from BT Infinity to Sky Fibre? How is the upgrade process? And has this generally improved or worsened your speeds? Lastly, I can't for the life of me find this Sky Fibre Pro (up to 80MB/s) service on the Sky website anyway. Google results seem to take me to 404 pages. Is Pro still available, and if so where do I order it? If all Sky offer is an "up to" 38MB/s service, then I won't be switching. I have no desire to make my speeds worse still. Thanks a lot.Ryan

First thing to remember is that Sky Fibre will still use the same cabinets and cables to get to your house, so changing provider will not necessarily make any difference, although the physical moving of the cables may make things better, but may also make things worse.
Deterioration is an unfortunate side effect of more and more people using fibre and the crosstalk between cables.
Sky Fibre Pro is still available but you can't sign up online, only by calling Sky.

Switching from Virgin Media..

Hey, I'm switching from Virgin Media very soon because of their dreadful customer service and looking around BT Infinity is in my area so i thought why not. But the reason why im posting is that I've been on NTL/Virgin Media for about 8 Years, but before that i had a BT phoneline.
When i got in contact with somoneone at a BT Call centre they said I would have to pay a £130 fee to change my line BACK to BT, i told them i used to be a BT customer but they said I still have to pay the full amount. Seeing as I've been a BT customer in the past, does that make my line still BT? I really dont want to have to fork out £130 at this time of the year.
TL;DR - Been a former BT customer but currently on Virgin Media, switching back to BT for Infinity Broadband and not sure if i have to pay the BT Line installation fee.
Thanks alot in advance
- Cam

have you contacted the sales team, to find out if they can do you a special offer?
you will be safe and secure with Bt's call centre, as it is in India, and their dedicated staff are not permitted to deviate from their scripted diagnoses, so although slow, they will get to solve any problem when it arises.
welcome to the world of last wednesday week.
there's now't wrong with 2 cans and a piece of string. at certain times, it is often faster.

Switching from Virgin Media to BT

Hello
I've been a BT landline customer for over 20 years but my internet providor has always been NTL and then Virgin through cable. I would have chose ADSL but for years when performing speed checks I was only able to reach 4-8MB, apparently due to poor telephone lines. I think BT said I would have to pay if I wanted new lines put in but I cannot remember.
I would like to switch from my 50MB (recently upgraded to 100MB) to BT Infinity2. When entering my phone number it says I can get 48.8MB. I would like to know more information about this.
1. Would BT install a fibre line for me without charge? Would/could they use the existing cable line in my house by NTL/Virgin?
2. I already have a landline tariff but when selecting a package for broadband it says I must pay an addition 12.50 for a telephone line.
3. If Infinity2 is not using telephone lines why would one need to buy a telephone line/pay for line rental anyway?
4. I am utterly annoyed with Virgin Media forcing us to use their Superhub routers - the coaxial cable plugs straight into the router and the routers firmware is appalling. I would prefer, although not necessary, to use my own router. Would this be possible? If so, what type of router would I be looking for? For virgin, it was a "cable modem router".
5. If BT install their own lines, would they still need the 'MAC address' from virgin? I saw this written in the "switching to" articles and I first assumed this meant that it was possible but to use existing virgin media lines for BT, until I realised that MAC addresses are needed to switch between providors on ADSL lines
6. What type of support does BT provide for its infinity2 customers? Are the call centres in the UK? Is the support line a chargable call?
7. I'm wondering out of curiousity, can consumers on infinity2 get rDNS or buy additional IP addresses?
Apologies for the mundane questions and many thanks in advance.
Solved!
Go to Solution.

iahmed wrote:
Hello
I've been a BT landline customer for over 20 years but my Internet provider has always been NTL and then Virgin through cable. I would have chose ADSL but for years when performing speed checks I was only able to reach 4-8MB, apparently due to poor telephone lines. I think BT said I would have to pay if I wanted new lines put in but I cannot remember.**If you already have a BT line, then that's all you will need**
I would like to switch from my 50MB (recently upgraded to 100MB) to BT Infinity. When entering my phone number it says I can get 48.8MB. I would like to know more information about this. ***The actual speed that you get with Infinity is dependant on a number of issues including distance to you local cabinet and line quality. The BT estimate is usually quite conservative***
1. Would BT install a fibre line for me without charge? Would/could they use the existing cable line in my house by NTL/Virgin? ***The NTL/Virgin coax cable would not be used, it would use the existing BT line that you've mentioned***
2. I already have a landline tariff but when selecting a package for broadband it says I must pay an addition 12.50 for a telephone line. ***If you've already got a BT line that you pay for then you should only be paying the rental once***
3. If Infinity2 is not using telephone lines why would one need to buy a telephone line/pay for line rental anyway? ***For BT Infinity a BT phone line is a mandatory part of the product offering***
4. I am utterly annoyed with Virgin Media forcing us to use their Superhub routers - the coaxial cable plugs straight into the router and the routers firmware is appalling. I would prefer, although not necessary, to use my own router. Would this be possible? If so, what type of router would I be looking for? For virgin, it was a "cable modem router". ***You can use any standard cable router that supports PPPoE, but BT do supply a wireless router called the Home Hub 3 which is fine for most people if perhaps not the most feature rich of devices***
5. If BT install their own lines, would they still need the 'MAC address' from virgin? I saw this written in the "switching to" articles and I first assumed this meant that it was possible but to use existing virgin media lines for BT, until I realised that MAC addresses are needed to switch between providers on ADSL lines ***I see no need for a MAC in your scenario**
6. What type of support does BT provide for its infinity2 customers? Are the call centres in the UK? Is the support line a chargeable call? ***BT use overseas call centres, which I would have to say are the weakest part of the offering***
7. I'm wondering out of curiosity, can consumers on infinity2 get rDNS or buy additional IP addresses?
***There is no static IP Address offering for infinity, but Dynamic DNS does work fine***
Apologies for the mundane questions and many thanks in advance.
See answers in line, and bear in mind the following...
There are two possible technology types for Infinity- Fibre to the Premises (FTTP) & Fibre to the Cabinet (FTTC) and it looks like your area uses the latter. in this case you are still using the existing BT copper telephone cable to your house, but new larger green cabinets will have been installed locally which your phone line will be connected to. These cabinets are then connected back to the exchange using fibre optic cable the fact that the distance to the cabinet is much shorter than the exchange means that much high speeds can be obtained in conjunction with the fact that the technology is VDSL rather than ADSL
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’

Running a youview box from a broadband extender

Hi,
I run my Youview + box successfully from a broadband extender flex 500 successfully. I have the unlimited broadband infinity 1 package. I wish to order a second youview box(the one that doesn't record). I was told that I could not use this same system with the second box because it has to have an Ethernet cable to the modem. They consider the system I use to be 'wireless'and therefore not suitable. They say I can only run one youview box on a broadband extender system. Is this the case? Does anyone else run two youview boxes on the broadband extender system. They said it is not an Ethernet connection (I thought that was the whole point!) using this method. Please could someone confirm this for me and /or explain why it won't work!
Many thanks.

BT never used to accept Powerline adapters at all. At least they seem to accept 500mpbs devices as valid for one box now.
However I suspect that they don't want to risk people complaining if people take out an extra box subscription and have problems if, say, both boxes are used for watching and recording HD channels simultaneously via Powerline.
To be clear there is no reason why you can't run two boxes off the same Powerline AV500 network except that if one or both of your adapters have low throughput (due to mains interference, poor wiring etc.) you could struggle trying to use both boxes simultaneously for both viewing and recording IPTV. If you are prepared to take the risk, go for it! (BT won't help you if you have problems though).

Post Moved No-phoneline-after-switching-from-Sky...

Moved http://community.bt.com/t5/Phones/No-phoneline-after-switching-from-Sky-to-BT/td-p/782646
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andyfbartyla wrote:
....................To make matters worse, the guy who fitted the broadband wore his dirty shoes on my cream carpet, and left me to clean it up! never again! once bitten, twice shy!
It would have been the same engineer if you had gone from BT to Sky. Openreach own and maintain the external cable network for all comms providers (unless you are in a cable TV area)
If you have had a problem with the engineer and his muddy boots you can contact Openreach HERE//.
(If I have helped you in any way to say "Thank You" please click on the star next to the message. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.

My iMac and Netgear Router from Sky Broadband are having problems

Hi, I've got a fair amount of knowledge in these area's. I not long switched to Sky Broadband a couple of weeks ago. The problem lies with the connection to the router that they supply for their service, a Netgear DG834GT. The problem is that my connection to the 802.11g network is extremely slow.
My iMac, even tested in the same room shows 20-30% signal. This compared 2 a Windows Vista laptop at 5bars and top speed downstairs, and two PC's (XP) either end of the house with the same normal signal quality.
Contacting Sky Broadband, they assume that the fault is with the iMac and are state that they can't really help because I am not using a wireless adapter supplied by them (If it's even compatible).
Does anyone know the solution to this? I've heard of many other users with similar problems on different Mac's but no-one seems to have a fix.
Also running bootcamp, ive found my signal strenth to me maximum, but my speed to still remain at 22Mb/s peak, and roughly 1-2Mb/s when browsing the internet.
Lastly I have WPA-PSK enabled, and i've tried adjusting wireless channels without having any luck improving the signal. I would be gratefull if anyone knew any ways to fix this problem, thanks
IMAC INTEL CORE 2 DUO Mac OS X (10.4.8) 1GB RAM, 256 RADEON X1600

Buy the Wireless N adapter from Apple and install it. Even though the only specified effect is adding the N router capability, it fixes the problem you mentioned (worked like a charm for my friend).
Chuck
eMac Mac OS X (10.4.8) 1.42Ghz PPC G4

Switch from BT Broadband to BT Infinity

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