BT Infinity 2 issue
Discussion
El stovey said:
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 . .
I dropped Sky TV in favour of BT TV (already had BT infinity 2 and had the free upgrade from hub 5 to 6) the deal was a fiver off the monthly BB with a free ultra HD TV box on the top package also a guaranteed line speed of 70MBI 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 . .
Anyway before I fitted the 6 hub I had been monitoring my line speed and was averaging 44MB. After the 6 hub it was and still is 44MB but as I said earlier the speed of my laptop whilst browsing/streaming etc is a massive difference - can only put this down to speed from hub to laptop.
Well same engineer came again today and hopefully sorted issue once and for all.
From what I understand it's because the rebuild done on Friday was done "offshore" and "had technical issues" i.e. it wasn't done correctly.
I was assured today's rebuild was done correctly. Synced at around 80 down / 20 up which is slightly above max quoted so well chuffed so far.
Fingers crossed I don't get disconnected again at about 10PM tonight...
From what I understand it's because the rebuild done on Friday was done "offshore" and "had technical issues" i.e. it wasn't done correctly.
I was assured today's rebuild was done correctly. Synced at around 80 down / 20 up which is slightly above max quoted so well chuffed so far.
Fingers crossed I don't get disconnected again at about 10PM tonight...
OMG! Broadband disconnected again same time tonight 
This is not right... feeling so frustrated now.
Wow, been on the online chat trying to get engineer booked as soon as possible but spent over an hour being asked to either wait or check my cables/reset router etc. This is despite me explaining about the history of my case! Grrr... Won't even send engineer out now.
Guess all I can do is speak to case manager tomorrow but this is not right, from my point of view all I can do is sit here without internet and hoping BT will do something. Already tried 3 times but go round in circles! Feel so depressed bow.
This is not right... feeling so frustrated now.Wow, been on the online chat trying to get engineer booked as soon as possible but spent over an hour being asked to either wait or check my cables/reset router etc. This is despite me explaining about the history of my case! Grrr... Won't even send engineer out now.
Guess all I can do is speak to case manager tomorrow but this is not right, from my point of view all I can do is sit here without internet and hoping BT will do something. Already tried 3 times but go round in circles! Feel so depressed bow.
Edited by crazy about cars on Monday 10th April 23:02
maniac886 said:
Is your connection disconnecting at the same time each night? You could be having problems due to REIN which is basically electrical interference . I had this issue a few years ago and my broadband was disconnecting at the same time twice a day - took almost a year to resolve :-(.
Same time but it won't reconnect again as it's authentication issue which means I have no internet until BT/OpenReach sends out engineer.They won't even send one out now! I don't think it's interference it's something on BT Wholesale side which they are not fixing. The engineer who came out sort of hinted but of course he wouldn't go into details. There's a fix which might cost more to BT which they are not rolling out so just trying to same thing over and over again. The engineer knew that there's a possibility of failure, even said in his text...
Surely there must be a way to escalate this further? I will have more patience if line disconnects then reconnects however mine doesn't and from my point of view I don't know when it will be resolved if every resolved. BT online chat is next to useless as all they do is go through script and delay. Well at least first few times I've managed to get engineer appointment but this time just wasted time without getting anywhere...
I think you can do it online if not you can def do it on the phone, put in request for a complaint action. They have to chase it up and will phone you every day to resolve it.
After installing my hub6 my BB worked for 1 week, I then went thru the fault finding nonsense, fault was on there side. I went travelling for 4 weeks and working abroad for 3 weeks came home and it was still faulty. Made a complaint after another week the engineer came out and found a loose connection in the cabinet. My BB has been fine since then but because I actioned a complaint I got money off next 2 bills and they chased up every visit.
After installing my hub6 my BB worked for 1 week, I then went thru the fault finding nonsense, fault was on there side. I went travelling for 4 weeks and working abroad for 3 weeks came home and it was still faulty. Made a complaint after another week the engineer came out and found a loose connection in the cabinet. My BB has been fine since then but because I actioned a complaint I got money off next 2 bills and they chased up every visit.
Bushman1 said:
I think you can do it online if not you can def do it on the phone, put in request for a complaint action. They have to chase it up and will phone you every day to resolve it.
After installing my hub6 my BB worked for 1 week, I then went thru the fault finding nonsense, fault was on there side. I went travelling for 4 weeks and working abroad for 3 weeks came home and it was still faulty. Made a complaint after another week the engineer came out and found a loose connection in the cabinet. My BB has been fine since then but because I actioned a complaint I got money off next 2 bills and they chased up every visit.
Thanks. Raised complaint with BT and hopefully someone will call me today. After installing my hub6 my BB worked for 1 week, I then went thru the fault finding nonsense, fault was on there side. I went travelling for 4 weeks and working abroad for 3 weeks came home and it was still faulty. Made a complaint after another week the engineer came out and found a loose connection in the cabinet. My BB has been fine since then but because I actioned a complaint I got money off next 2 bills and they chased up every visit.
Im getting the impression from engineer that he tried the same thing on Friday yesterday which obviously failed again. I'm hoping BT Wholesale will finally take appropriate action as I'll need a RAS rebuild done properly and also move onto new equipment. Engineer obviously knows what's going on but feels like his hands are tied.
crazy about cars said:
Same time but it won't reconnect again as it's authentication issue which means I have no internet until BT/OpenReach sends out engineer.
I'm no expert on this stuff, but "authentication issue" doesn't sound like something that would be dealt with at your house.What a day it has been... got both an OpenReach engineer and the BT engineer on the case this morning. Broadband not restored but was told Openreach engineer called the "Fibre team" and awaiting callback. He said he will pop back tomorrow but basically said he's done everything he can on his end and only thing left to do is the rebuild.
At around 8PM got internet back but sadly at the same exact time 9.40PM the internet got disconnected. Really not sure what is going on here now but emailed my customer care case manager to see if it's possible to get in contact with someone from the "fibre team".
Silly question but if I switch provider like going to Sky Fibre I guess I would have better chances? As hardware is ok I guess it's down to the management of the servers?
I'm tied into contract but as this doesn't look like a case that can be resolved as no one's got a clue I believe this can be grounds of termination of contract without penalties?
At around 8PM got internet back but sadly at the same exact time 9.40PM the internet got disconnected. Really not sure what is going on here now but emailed my customer care case manager to see if it's possible to get in contact with someone from the "fibre team".
Silly question but if I switch provider like going to Sky Fibre I guess I would have better chances? As hardware is ok I guess it's down to the management of the servers?
I'm tied into contract but as this doesn't look like a case that can be resolved as no one's got a clue I believe this can be grounds of termination of contract without penalties?
Edited by crazy about cars on Wednesday 12th April 22:11
crazy about cars said:
What a day it has been... got both an OpenReach engineer and the BT engineer on the case this morning. Broadband not restored but was told Openreach engineer called the "Fibre team" and awaiting callback. He said he will pop back tomorrow but basically said he's done everything he can on his end and only thing left to do is the rebuild.
At around 8PM got internet back but sadly at the same exact time 9.40PM the internet got disconnected. Really not sure what is going on here now but emailed my customer care case manager to see if it's possible to get in contact with someone from the "fibre team".
Silly question but if I switch provider like going to Sky Fibre I guess I would have better chances? As hardware is ok I guess it's down to the management of the servers?
I'm tied into contract but as this doesn't look like a case that can be resolved as no one's got a clue I believe this can be grounds of termination of contract without penalties?
Surely you can raise a complaint AND cancel the BT direct debit - that should get a response.At around 8PM got internet back but sadly at the same exact time 9.40PM the internet got disconnected. Really not sure what is going on here now but emailed my customer care case manager to see if it's possible to get in contact with someone from the "fibre team".
Silly question but if I switch provider like going to Sky Fibre I guess I would have better chances? As hardware is ok I guess it's down to the management of the servers?
I'm tied into contract but as this doesn't look like a case that can be resolved as no one's got a clue I believe this can be grounds of termination of contract without penalties?
Edited by crazy about cars on Wednesday 12th April 22:11
In theory you can be held to your contract but haven't kept up their side of the deal so not much they could do if you decided to walk.
Sorry for lack of updates...it's been quite a mare especially with the bank weekend.
Got a call from new BT Digital Care customer case manager and she said she'll take ownership of my case from now.
I've been told I need another engineer to come out even though it most probably won't make any difference otherwise my case will not get escalated with the supplier (which I believe is OpenReach or BT Wholesale).
Anyway I managed to get engineer booked for 19th and got confirmation email. Got a call yesterday morning from case manager saying due to "technical issue" they'll need to reschedule my engineer appointment to Friday 21st. This would mean it'll be another week before anything really happens! I've asked her what if this engineer visit doesn't resolve as this is basically repeating what the other 3 engineers visits did. The reply was that she'll look into escalating this further with supplier but cannot tell me how long that will take to log and process the escalation. She did say she can reassure me once it's escalated this will then be treated as an urgent case. So why isn't been treated as urgent case now that even after 3 engineer visits I still don't have broadband? Strange...
At this point I'm at the lowest and resided to my fate. I asked her for a transcript or at least to put this in an email and was promised will do that immediately after call but never got anything back. I just don't feel that I should be treated in this way with all the delays and lies. Ok maybe lies is a bit too harsh, perhaps missed promises.
So with nothing much else I can do I decided to try one last chance by emailing the Managing Director. Got a reply today and the MD copied in various departments in the reply saying that someone from the team should pick this up soon. This lifted my spirits up. I'm hoping someone will be contacting me early next week with some good news.
Got a call from new BT Digital Care customer case manager and she said she'll take ownership of my case from now.
I've been told I need another engineer to come out even though it most probably won't make any difference otherwise my case will not get escalated with the supplier (which I believe is OpenReach or BT Wholesale).
Anyway I managed to get engineer booked for 19th and got confirmation email. Got a call yesterday morning from case manager saying due to "technical issue" they'll need to reschedule my engineer appointment to Friday 21st. This would mean it'll be another week before anything really happens! I've asked her what if this engineer visit doesn't resolve as this is basically repeating what the other 3 engineers visits did. The reply was that she'll look into escalating this further with supplier but cannot tell me how long that will take to log and process the escalation. She did say she can reassure me once it's escalated this will then be treated as an urgent case. So why isn't been treated as urgent case now that even after 3 engineer visits I still don't have broadband? Strange...
At this point I'm at the lowest and resided to my fate. I asked her for a transcript or at least to put this in an email and was promised will do that immediately after call but never got anything back. I just don't feel that I should be treated in this way with all the delays and lies. Ok maybe lies is a bit too harsh, perhaps missed promises.
So with nothing much else I can do I decided to try one last chance by emailing the Managing Director. Got a reply today and the MD copied in various departments in the reply saying that someone from the team should pick this up soon. This lifted my spirits up. I'm hoping someone will be contacting me early next week with some good news.
bad company said:
Surely you can raise a complaint AND cancel the BT direct debit - that should get a response.
In theory you can be held to your contract but haven't kept up their side of the deal so not much they could do if you decided to walk.
Did think of that but at this stage I really just want it fixed. As my reply above hopefully the MD's email will trigger the appropriate action.In theory you can be held to your contract but haven't kept up their side of the deal so not much they could do if you decided to walk.
It's clear in my case what action needs to be taken but I'm surprised there's so many hoops and obstacles. From quick Google it seems I'm not the only one with this frustration.
Got a surprise call from BT engineer who lives nearby yesterday. He's been absolutely wonderful and have been trying to get my case resolved. He reconnected me again but unfortunately last night at same time my internet got disconnected again. He did say he got a contact at BT Wholesale now who hopefully can look into this further but at the moment it's a real head scratcher.
Email to MD triggered a response from Newcastle Technical team/Excecutive level complaints however response I'm getting is the same as before, wait for another engineer to come out before deciding next steps...
Another blow is I've get email with a whopping £98 bill for the "upgrade". No choice but to pay it for now and claim it back later.
I have to say I'm getting depressed now about this whole saga. There's nothing much I can do except to wait. No point of going with another ISP unless Virgin as will most probably get same issue and could take even longer to fix.
I'm trying to convince myself that this will eventually get resolved and at least I'm still having some access to the internet.
Email to MD triggered a response from Newcastle Technical team/Excecutive level complaints however response I'm getting is the same as before, wait for another engineer to come out before deciding next steps...
Another blow is I've get email with a whopping £98 bill for the "upgrade". No choice but to pay it for now and claim it back later.
I have to say I'm getting depressed now about this whole saga. There's nothing much I can do except to wait. No point of going with another ISP unless Virgin as will most probably get same issue and could take even longer to fix.
I'm trying to convince myself that this will eventually get resolved and at least I'm still having some access to the internet.
Well I'm glad in a way that it's not just us that is having problems with Infinity. We have also had the orange light. Very, very slow connections and also the wi-fi range is WORSE than the old BT box! So much for their super strength signal.
Down is about 30-40 NOT 55 as we were told would be the minimum.
I know it takes time to settle down but to be honest so far it has been a waste of an upgrade.
What contact number / email did you use to use initially to get anything out of them?
Down is about 30-40 NOT 55 as we were told would be the minimum.
I know it takes time to settle down but to be honest so far it has been a waste of an upgrade.
What contact number / email did you use to use initially to get anything out of them?
Morningside said:
Well I'm glad in a way that it's not just us that is having problems with Infinity. We have also had the orange light. Very, very slow connections and also the wi-fi range is WORSE than the old BT box! So much for their super strength signal.
Down is about 30-40 NOT 55 as we were told would be the minimum.
I know it takes time to settle down but to be honest so far it has been a waste of an upgrade.
What contact number / email did you use to use initially to get anything out of them?
Have you got engineers out to visit? If not resolved after visits and your case not progressing as expected trying raising a complaint. You'll be contacted by a UK based person. Down is about 30-40 NOT 55 as we were told would be the minimum.
I know it takes time to settle down but to be honest so far it has been a waste of an upgrade.
What contact number / email did you use to use initially to get anything out of them?
El stovey said:
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 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.
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.
Everything is much smoother, and having a few folk watching 4k Netflix at once is great.
Sorry to resurrect an old thread, but did you get this resolved crazy about cars?
We're with Vodafone now, but were with BT before and had the same issues. Same time cut outs everyday. We've had 7 BT Openreach visits in the last 2 months. Including installation of a whole new cable to our house from the telegraph pole outside (they have verified no issues behind that).
Currently we have no service at all, and haven't for weeks now. It's with BT Wholsesale who will only provide updates once a week, and so far the updates have been "no update, awaiting REIN engineer booking".
I'm at my wits end, it's been years of poor service, and has now stopped altogether. Vodafone simply won't manage the case, I've had to chase at every step. They have been adding data to my phone regularly, but that does naff all with all other cloud based services in the house.
I long for Virgin.
We're with Vodafone now, but were with BT before and had the same issues. Same time cut outs everyday. We've had 7 BT Openreach visits in the last 2 months. Including installation of a whole new cable to our house from the telegraph pole outside (they have verified no issues behind that).
Currently we have no service at all, and haven't for weeks now. It's with BT Wholsesale who will only provide updates once a week, and so far the updates have been "no update, awaiting REIN engineer booking".
I'm at my wits end, it's been years of poor service, and has now stopped altogether. Vodafone simply won't manage the case, I've had to chase at every step. They have been adding data to my phone regularly, but that does naff all with all other cloud based services in the house.
I long for Virgin.
Fourmotion said:
Sorry to resurrect an old thread, but did you get this resolved crazy about cars?
We're with Vodafone now, but were with BT before and had the same issues. Same time cut outs everyday. We've had 7 BT Openreach visits in the last 2 months. Including installation of a whole new cable to our house from the telegraph pole outside (they have verified no issues behind that).
Currently we have no service at all, and haven't for weeks now. It's with BT Wholsesale who will only provide updates once a week, and so far the updates have been "no update, awaiting REIN engineer booking".
I'm at my wits end, it's been years of poor service, and has now stopped altogether. Vodafone simply won't manage the case, I've had to chase at every step. They have been adding data to my phone regularly, but that does naff all with all other cloud based services in the house.
I long for Virgin.
Yes, it took some effort but (touch wood) I've been getting rock solid connection since. Always connected at 80 DL 20 UL and get close to that speeds so I'm happy chappy. No buffering even when the whole household is streaming and all the devices updating. Don't really notice any congestion/slow down and I'm finding the Smart Hub really good as well.We're with Vodafone now, but were with BT before and had the same issues. Same time cut outs everyday. We've had 7 BT Openreach visits in the last 2 months. Including installation of a whole new cable to our house from the telegraph pole outside (they have verified no issues behind that).
Currently we have no service at all, and haven't for weeks now. It's with BT Wholsesale who will only provide updates once a week, and so far the updates have been "no update, awaiting REIN engineer booking".
I'm at my wits end, it's been years of poor service, and has now stopped altogether. Vodafone simply won't manage the case, I've had to chase at every step. They have been adding data to my phone regularly, but that does naff all with all other cloud based services in the house.
I long for Virgin.
I'm getting Virgin soon however from reading reviews I don't think I will go with them. Paying quite a lot for BT Broadband but for me it's worth it.
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