Web pages failing to load (quite an essay)

Question

I had BT Infinity installed into my property on Friday 28the October upgrading from BT Total Broadband. The broadband connection that I had used to average at 3.5mb-4mb connection so Infinity with its up to 40mb seemed great!
Engineer came and installed a new Openreach modem and set up the HH3. Immediately upon using the connection did not seem to load web pages properly. The engineer kept trying to show me BBC iPlayer to demonstrate the download speed but the web page just would not load. Eventually we managed to get on Youtube and he showed me a video which downloaded superfast at 1080p. Engineer left property and I went about my business.
Later when trying to use the internet I encountered the same problem as earlier that 90% of web pages just would not load. Goggle would load each time but when trying to click a search result it would stick at the search page. I ran a Speedtest (after several attempts) and it returned with a 38mb download and 10mb upload but still would not load web pages. I immediately called BT who advised I needed to wait 24-48hrs for the line to stabilise. I did as requested and waited.
I did think it might be a problem with the HH3 so i searched for a way to directly connect to the white Open Reach modem. I did this and experienced the same problem so this ruled out the HH3 as causing an issue.
Saturday was exactly the same so I called them back and explained the problem. After a lot of back and forth an engineer was assigned to come out Wednesday to check my problem.
Engineer arrived and I explained the problem. He immediately put it down to my equipment which I told him it couldn’t be as it was the same across 2 PC’s (Wireless and Ethernet), iPhone, iPad and PS3 just wouldn’t connect to PS Network at all.
He laid a new data line from our main socket and replaced the open reach modem and HH3. Immediately upon boot up exactly the same problem. The engineer left advising he would send back notes advising problem was still present and I would hear back. I heard nothing! I chased BT numerous times and explained the problem each time I called. Finally getting to the end of my patients I called back again and was told an engineer had been booked for Friday (I was never told this).
Engineer arrived and I went through the usual back and forth explaining the issue and what had been done. He kept telling me the problem had to be my equipment and after checking the router settings, PC settings he called another engineer. The engineer was at number 75 of my street and I’m 78. Number 75 had Infinity installed 2 days before mine and were experiencing EXACTLY the same problem. The engineer left advising he would send back on his notes that the problem was not my property but the new green box that had been installed down the road from me.
I spoke with my neighbour who did confirm the problem they were experiencing was identical to mine. I left my case details with them and told them to quote me when calling BT so they would know it was not just his property.
After several more calls to BT explaining the problem (after insisting loud enough that the problem was not my equipment as they kept insisting it was) I have been informed that an engineer should be out to check my exchange before close on Monday. Several engineers have advised of a DNS or Port Error but this does not seem to be taken seriously or acted upon.
Well that’s where I am at now. 9 days later and this has been a horrible experience. I'm still without a working connection and after the 40 odd calls I’ve made to BT I wish I’d never bothered upgrading. At least before I had a working connection whereas now I have nothing.
Has anyone else on here encountered this type of problem? I’ve seen post’s about “slow downs” but these seems to be across downloads as well, where as my downloads maintain a steady 3.5-4mb.
Cheers!

Answer 1

Hi angel129116 
I am really sorry that you have ran into problems with your Infinity connection.  I'll be happy to help you and get this sorted out. 
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
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