BT Infinity 2 issue

[crazy about cars]

I've recently been able to finally order Infinity 2 as it's been activated on my street.

However since activation day on 5th April I've only been able to use the Internet couple of hours.

On activation day internet worked until about 10PM where it disconnects and smart hub light stayed steady orange which meant can't connect. Tried everything but can't get internet back.

Got engineer in today which fixed the problem however at around same time same issue happened again BT customer services can't help as this will require another engineer appointment to resolve.

After some effort managed to get another engineer out Monday instead of Tuesday. However I'm not having much confidence. Not sure how to manage this as may be a repeating cycle.

Just wondering if anyone else experienced similar on new fibre activation? I've booked day off Monday so hopefully will get some information from engineer. Just feels strange that connection fails around same time every time it's fixed.

Feel very stressed out and bit down as affected work plans ... can't believe how important internet is until you lose it.

[Sheepshanks]

If you're in a densely populated area, can you not jump onto someone else's wifi, or use BT Fon?

[crazy about cars]

Not a feasible option I'm afraid. I do have some data on mobile but can't get that to work with work VPN.

I guess I'm just unlucky being very first to sign up to fibre but a bit disappointed with the whole situation. Perhaps I should've signed up with other provider such as Plusnet or TalkTalk. I would've thought going direct would be best option.

Shame engineers don't come out during weekends.

Seems with BT it's basic scripted troubleshooting then straight to engineers appointment. Would be great to have a proper 2nd>3rd line process to further assist.

Edited by crazy about cars on Saturday 8th April 00:22

[Mattt]

If the issue is at the cabinet then it wouldn't really matter which ISP you were with.

[randlemarcus]

Make sure you have chocolate biscuits for the engineer. Last time i had an issue that needed an engineer, out come the biscuits, and i get moved to another cabinet in the village, going from 1 Mb to 6. Result!

[colin79666]

As above, isp doesn't matter as they all rely on BT openreach lines (except Virgin).
I've had infinity 4 years and only had about 6 hours downtime in total. That was BT DNS rather than a line fault mind.

[crazy about cars]

Thanks for the replies all, just really hoping this engineer will resolve my issues.

Did some research and looks like it's definitely not issue on my end and issue on Openreach end. Orange lights means that connetion to cabinet is fine but authentication/login failed.

Shame I can't get Virgin yet... However to be fair when I was on BT ADSL I only had 1 day of downtime out of the 3+ years.
I guess there's certain risks to be the very first to connect on a new cabinet.


edit: If OpenReach has such a monopoly on broadband wouldn't it be more logical to have engineers available even on weekends?

Edited by crazy about cars on Saturday 8th April 20:03

[crazy about cars]

Sheepshanks said:

If you're in a densely populated area, can you not jump onto someone else's wifi, or use BT Fon?

Wow, I didn't realise what BT Fon is until today! Cheers! It's not the quickest thing but at least I have internet.

[dickymint]

Is your hub connected directly to the 'test point' on your incoming socket (take the face plate off it's behind there). This is where they will check to rule out any internal line faults. If they do you could be lumped with a 60 quid call out fee.

[Carlton Banks]

I sent you a message CAC

[FlossyThePig]

dickymint said:

Is your hub connected directly to the 'test point' on your incoming socket (take the face plate off it's behind there). This is where they will check to rule out any internal line faults. If they do you could be lumped with a 60 quid call out fee.

Is that true for FTTC?

The removable plate on my master socket leaves the FTTC socket in place.

[crazy about cars]

Carlton Banks said:

I sent you a message CAC

Replied I'm hoping communication would improve with BT and appropriate action would be taken to resolve issue ASAP instead of trying to follow through the standard scripts.

I've repeated countless times to online chat/phone call that my broadband works when enginer is out but gets disconnected at around 10PM and won't reconnect until engineer sorts it.

Solid orange light suggest connetion is ok however there's issue with authentication. I think would need to find out from Openreach why my line is being disconnected;

[crazy about cars]

dickymint said:

Is your hub connected directly to the 'test point' on your incoming socket (take the face plate off it's behind there). This is where they will check to rule out any internal line faults. If they do you could be lumped with a 60 quid call out fee.

I would guess the engineer that came out on the 8th of April is the "line engineer" and he's been to my property to check on the connetion. My hub is conneted directly to the Openreach branded master socket, directy into the test socket with the face plate off. No extensions etc only splitter going into the test socket.

[dickymint]

crazy about cars said:

dickymint said:

Is your hub connected directly to the 'test point' on your incoming socket (take the face plate off it's behind there). This is where they will check to rule out any internal line faults. If they do you could be lumped with a 60 quid call out fee.

I would guess the engineer that came out on the 8th of April is the "line engineer" and he's been to my property to check on the connetion. My hub is conneted directly to the Openreach branded master socket, directy into the test socket with the face plate off. No extensions etc only splitter going into the test socket.

That's good they'll sort it I'm sure.

[crazy about cars]

dickymint said:

That's good they'll sort it I'm sure.

Thanks buddy I really hope so this time...

[Roscco]

I have infinity 2, at the top advertised 76Mb speed.
My smart hub is currently connected at 79.99Mb and I know the lines are currently capped at 80Mb.

I've read some proper horror stories about BT but I can't fault them.

[anonymous-user]

crazy about cars said:

Sheepshanks said:

If you're in a densely populated area, can you not jump onto someone else's wifi, or use BT Fon?

Wow, I didn't realise what BT Fon is until today! Cheers! It's not the quickest thing but at least I have internet.

Once you log onto BT fon, you can pick it up all over the country. My mobile and iPad are always logging on to it when I travel about. I think I used an app the first time, I can't remember. It's actually a great system.

As above, I've had BT infinity for years and never had any problem, I would recommend them wholeheartedly. Perhaps it depends on your area but the few times I've need someone they've been there quickly and resolved the problem. One even advised me not to upgrade my hub from home hub 5 to home hub 6 as the latest ones weren't v good at the time apparently.

Edited by anonymous-user on Monday 10th April 06:30

[dickymint]

El stovey said:

crazy about cars said:

Sheepshanks said:

If you're in a densely populated area, can you not jump onto someone else's wifi, or use BT Fon?

Wow, I didn't realise what BT Fon is until today! Cheers! It's not the quickest thing but at least I have internet.

Once you log onto BT fon, you can pick it up all over the country. My mobile and iPad are always logging on to it when I travel about. I think I used an app the first time, I can't remember. It's actually a great system.

As above, I've had BT infinity for years and never had any problem, I would recommend them wholeheartedly. Perhaps it depends on your area but the few times I've need someone they've been there quickly and resolved the problem. One even advised me not to upgrade my hub from home hub 5 to home hub 6 as the latest ones weren't v good at the time apparently.

Edited by El stovey on Monday 10th April 06:30

Agreed except for me the step up to Hub 6 from 5 was extraordinary it was like having a brand new laptop

[anonymous-user]

dickymint said:

Agreed except for me the step up to Hub 6 from 5 was extraordinary it was like having a brand new laptop

What was better about it?

I get a stable connection at 50meg as it is. Normally I'd get a new hub just because but I've held back purely on the engineers advice.

I can't get any faster at the moment with BT so I thought if it ain't broke . .

[anonymous-user]

Roscco said:

I have infinity 2, at the top advertised 76Mb speed.
My smart hub is currently connected at 79.99Mb and I know the lines are currently capped at 80Mb.

I've read some proper horror stories about BT but I can't fault them.

As I said above I'm on the (now old hat) 50mb BT infinity

Is 80mb much faster than say 50mb. I know it obviously is 30mb faster but do you notice it?

I'm up for getting an upgrade to 500mb or something amazing but 50 to 80 doesn't seem that awesome.