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.

[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

[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.

[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.

[crazy about cars]

dickymint said:

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

Thanks buddy I really hope so this time...

[crazy about cars]

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...

[crazy about cars]

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.

Edited by crazy about cars on Monday 10th April 23:02

[crazy about cars]

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...

[crazy about cars]

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.

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]

Anyone here familiar with a RAS port rebuild? As name suggests I take it this can be done remotely without needing an engineer to come out as well?

Last text from engineer mentioned I needed this however I thought this is what's been carried out Friday and yesterday.

[crazy about cars]

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?

Edited by crazy about cars on Wednesday 12th April 22:11

[crazy about cars]

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.

[crazy about cars]

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.
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.

[crazy about cars]

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.

[crazy about cars]

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.

[crazy about cars]

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.

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.

[crazy about cars]

Fourmotion said:

Good to hear they fixed it.

Apparently there was a BT REIN engineer out last week, but not during the time they had already identified the interference to occur at. Which they've openly admitted. So we're further back from when I wrote the post last week, as we start the process of waiting for an engineer to become available!!

AAAAAAAAARRRRRRRRRRGGGGGGGGGGGHHHHHHHHHHHHHHHHHHHHHHHH

Sorry to hear that... for me there's definitely no interference or issue with my line. It's a setup issue which was resolved by someone in Liverpool. I guess I'm lucky my local BT Engineer was really helpful.

If it's been going on for too long you may want to consider escalating it as a complaint.