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KerryG
Community Manager - Retired
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Ask the Expert Live Discussion – BT Infinity

Hi All

 

I’m pleased to announce our next live discussion with some BT experts!  It’s on a subject that is of great interest to many of you – BT Infinity!  We’ve recently announced the changes to the BT Infinity service and thought it was a great chance to get our Infinity experts on to the community to tell you a bit more about that and answer any Infinity related questions you may have.

 

Our experts Charles and Martin will be chatting with you on Tuesday 15th May at 7pm.

 

The format is pretty simple – simply come back here on that date and the box you see below will turn into an area where you can submit your questions.  Enter your email address in the reminder section  so you don't miss any of the chat.

 

  BT Infinity Expert Chat Transcript (05/15/2012) 
7:00
KerryG: 
Hi Everyone, let’s get the chat started! Welcome to our live discussion with our BT Infinity experts.
 
7:01
KerryG: 
Today we are joined by Charles and Martin from the Infinity team. Welcome everyone!        
 
7:01
 KerryG: 
Today’s chat is tech focused on BT Infinity, so if you have any individual service queries, we can’t answer them during the chat, sorry. Those queries can be raised in the forum as normal. This chat is focused on the Infinity service itself, all comments will be moderated and the usual forum terms apply.
 
7:01
Charles: 
Hi everyone!                                                                                                              
 
7:02
KerryG: 
 
We have our first question...                                                                                        
 
7:03
Comment From GedGed:
my wired infinity speed is 54 kps but I can only get 20 when wireless - any way I can improve the wireless speed - Thanks 

 

 
7:04
KerryG: 
We're typing up the answers, so bear with us as we get the answers through to you...      
 
7:05
Charles: 
Hi Ged 

• Upgrade your computer to ‘N’ standard wireless hardware. If needed, buy a suitable N wireless adaptor from BT atwww.bt.com/nwireless 

• Keep your computer streamlined eg. by running our ‘PC Healthcheck’ app (part of BT’s Desktop Help software atwww.bt.com/desktophelp
• Reserve wireless for mobile devices, use Ethernet for main computer 
• Consider powerline adaptors for longer ranges 

 

 
7:05

Comment from

john 46

hi all                                                                                                            
 
7:06
KerryG: 
Hi gooch - thanks for your question, but this is an Infinity tech chat so we need to keep it on topic if you post in the Phones board there's lots of helpful community members that will help you out with your query :smileyhappy:
 
 
7:07
Comment From Neil Potter
 

How soon after an exchange goes live with Infinity will BT allow other providers to sell Fibre To The Cabinet services from that exchange? My existing ISP is waiting to announce pricing details to me so I can make an informed choice. Thanks

 

 
7:08
KerryG: 
Hi John Good to see you on the chat - who else is here?                                              
 
 
7:09
Comment From Chris
Hello world.                                                                                                    
 
7:10
Comment From Helen
hi all.                                                                                                                
 
7:11
Comment From Paul
Are we able to get fastpath on BT infinity,or will this ever be available ?               
 
7:12
Martin S.: 
 

i Neil. When Openreach enables an exchange for fibre, all internet service providers are able to use that service equally - so other ISPs should be able to offer their fibre products at the same time as BT Retail's Infinity product

 

 
7:12
KerryG: 
Thanks for all the great questions coming through guys... answers being typed as we speak!
 
 
7:13
Charles: 
Hi Paul, We don't support Fastpath on BT infinity at the moment, I'm afraid.                   
 
7:13
Comment From Helen
I've recently upgraded to Infinity 2. The ethernet connection is fine, but the wifi is constantly dropping. I have an old Homehub 2 , which we had for total broadband, will it work, so I can test the wifi.
 
 
7:14
Comment From Simon
Hi all                                                                                                      

 

 
7:15

Martin S.: 
Neil - also its worth remembering that when an exchange is enabled for fibre, this does not automatically mean that all cabinets and lines connected to that exchange are also enabled, which might explain if your exchange has been enabled but your line is not appearing as eligible yet
 
 
7:16
Comment From Kevin
 

Whats the upgrade path from fttc to fttp does it mean a new contract or can we just expect it to migrate?

 

 
7:17
KerryG
Out of interest...are those on the chat existing Infinity customers or people thinking about it?
 
 
7:18
Charles
Hi Helen, your wireless should work ok on your Hub 2, though our more recent Hub 3 is better. If you're expereincing drop outs, it's usually a sign of radio interference. Have you any powerline adaptors you could use instead?
 
 
7:18

Comment From Neil Potter
 

Thanks Martin - Workmen recently dug up the path outside my driveway to install FTTC so I know it's there :smileyhappy: My exchange goes live on 30th June - I can't wait!I have another question: I'm in the process of consolidating my TV, Telephone and Broadband into one bundle. The "BT Vision Unlimited" looks ideal.

 

 
7:19
Comment From Paul
Is there a estimated date that fast path will be available ?                                           
 
 
7:19
Martin S.
Hi Kevin - Due to the structure of how fibre has been deployed, your line will either be FTTC or FTTP; there is no way to change your technology type. If you mean 'how do you move to the faster 80mb product (on FTTC)?', this can be done using the links on BT.com
 
 
7:19
Comment From Helen
I'm an existing customer.                                                                                       
           
 
7:19
Charles
 No, 'fraid not, Paul.                                                                                                    
 
 
7:19
Comment From Neil Potter
thinking about re-joining BT just for Infinity product(s)                                    
 
 
7:19
Comment From Paul
existing customer here                                                                                     
 
 
7:20
Comment From Chris
I've recently ordered my Infinity package, installation is due the 22nd.            
 
 
7:20
KerryG
Great to see you all on here... roll on the 22nd for you Chris :smileyhappy:                                            
 
7:20
Comment From Kevin
Why are you fitting 2 separate items a modem and a wireless router? cant we have a combined unit, without the need for 2 adaptors and sockets its not the tidiest install
 
7:21
Comment From Chris
Regarding the Infinity installation, is it mandatory for the BT O/R Engineerer to have access to your PC?
 
7:22

Martin S.
Hi Chris - It is not mandatory, but we recommend allowing the engineer to show you on your own equipment your fantastic new speeds!
 
7:22
Comment From Simon
hi, im trying to setup port forwarding to my old draytek, as it has more powerful wirelelss capabaility then the bt homehub, is it possible
 
7:23
KerryG
Hi Simon - that sounds like a great question for the forum boards, the Draytek is not a BT product so we can go into detail here in this chat, but there will be lots of people who i'm sure can help in the forum.
 
7:24
Charles
Evening Kevin, for BT Infinity is based on thecurrent FTTC product offered by BT Openreach, which comprises the VDSL modem provided by Openreach and the Home Hub 3 provided by Retail. If/when Openreach move to supporting a single box solution, then we would look to moving to that. Openreach will shortly be trialling this.
 
7:24
Comment From Helen I've already checked there's nothing interfering with the Hub.                              
 
7:24
Comment From Helen
I don't have a Hub3, both the one that is currently connected, and the old one I have in the box are Hub 2.
 
7:25
Comment From Chris
Yes, going from 3mb to an estimated 50mb+ is quite the upgrade, I would even be happy if it was merely a 10MB upgrade. - If I remember correctly FTTC is around(if not the same) price as standard broadband these days.
 
7:26
Charles
Helen - could you post your issue in the Bt Infinity forum and one of our mods will look into this for you.
 
7:26
Comment From Kevin
My install is planned for the 28th May my question is i have my master socket downstairs directly below the room i want my fttc modem installed is it possible to have the modem upstairs with the extension cable ?
 
7:27
Comment From Mike B
I have an istalation question. I understand that the modem for Infinity needs to be sited close to the BT phone socket. Am I right in thinking that the modem is then connected via a Cat 5/6 cable to the wireless router situated elsewhere in the house? Does this impact on the speed?
 
7:27
Comment From Helen
 
Ok charles, I will do..                                                                                    
 
7:28
Comment From Neil Potter
On the subject of Powerline Adaptors (PA's) - I have a unique setup here at home whereby I would need to utilise 4 x PA's. Are there any known performance issues sharing data, experiencing latency or dropped packets from Desktop PC's all connected via PA's at the same time?
 
7:28
Martin S.
Kevin / Mike B: The engineer can use an extension cable up to 30m long to help position your equipment where you want it - this should not affect your speed.
 
7:29
Comment From Eric Simpson
I have bt broadband .. I am currently getting 3M download. I have two "estimates" from the BT site. One says I should get between 10-17 ... the other which does some sort of check/diagnostic (and appears to be the real thing) says I should get between 1-4. We are meant to get Infinity next month. How would that impact me?
 
7:31
Charles
Hi neil - good question. I've found from experience that powerline performance is very much dependent on the adaptor manufacturer and your home environment, specifically how 'clean' your electrical spectrun is. All I can say is give it a try. That said, i would always recommend an Ethernet connection for the fastest and most stable speeds.
 
7:31
Martin S.
Hi Eric. You can find your predicted BT Infinity speed (if it is available on your line) at bt.com/infinity and entering your number into the availability checker
 
7:31
Comment From Simon
hi, really I'm just asking a tech question - can the bt home hub port forward?
 
7:32
Comment From Eric Simpson
Does my question pop up only when it comes up the queue?
 
7:33
KerryG
Hi Eric - Yes, they will flow in as they get answered - it helps to make the chat easier to read as the Q & As flow in a reasonable order. 

Great questions coming through... lots more to get through...been a quick 33 mins! :smileywink:
 
7:33
Charles
Hi simon - I'm assuming you're talking about the Hub 3 (our latest Hub). Yes, it does support port forwarding. You can set this up via the configuration menu in your Hub. See instructions in your Hub user guide for how to do this. 
 
7:33
Comment From Glynn
Will BT Retail be selling fibre-on-demand at an affordable cost for home users?
 
7:35
Comment From guilbo
Hello folks. I have a question. We often see on the Vision forum that users start having problems with their service on Infinity that they weren't having with ADSL. Do you know of anything that would cause this?
 
7:35
Martin S.
Hi Glynn, we are currently reviewing Fibre on Demand and have not yet announced any pricing or availability details.
 
7:36
Comment From Chris
How reliable is that checker by chance?                                                         
 
7:37
Comment From Paul (Heanor)
Also I am booked for installation on 22nd May :smileyhappy:                                
 
7:37
KerryG
Nice one Paul :smileyhappy: You'll be enjoying super fast speeds then too                                                  
 
7:38

Charles
HI guilbo - I'm not aware of any technical issues for Vision customer regrading to Infinity. We have hundreds of orders go through each week. If the problem persists, I would suggest customers contact the Infinity helpdesk.
 
7:38
Comment From Neil Potter
Thanks for your reply Charles - If I could ask, the PA's you supply with the current BT Vision boxes are manufactured by Simpler Networks - would I need to purchase identical PA's from the same manufacturer for extending my network? Will BT Retail sell me these as an additional extra? This will be my last question - I feel I have been fortunate to have two answered already :smileyhappy:
 
7:39

Martin S.
Hi Chris - The speeds estimated in the checker are a very good indication of actual speeds, but we can only know the exact speed once installed.
 
7:39
Comment From Eric Simpson
it says not available yet. I am just frustrated because I get faster speed from my little Android phone using it as a hotspot. If there is a bottleneck somewhere in the system, would fibre really make a difference
 
7:41
Comment From Kevin
I have been given the estimate of 59.4Mb download 20.0Mb upload will this be accurate?
 
7:42
Charles
Hi neil - yes you should always stick to the same model for all your PA's. I am pretty sure that additional Vision PA's can be bought from the BT Shop, and these should be fine. I have had 70mbps out of mine! seewww.bt.com/shop
 
7:43
Martin S.
Eric - Generally fibre can make a very significant difference to overall speeds, though individual increases can't be guaranteed. If / when it becomes available on your line, the checker will tell you how much of a difference it could make to you.
 
7:43

Comment From Chris
I'm assuming it's based on the length of copper from my house to the Green Cab. - The exchange is 2miles~ away from me and the said Cab. Will this also effect my speed?
 
7:45
Charles
Hi Kevin - our estinmates are as accurate as we can make them, but your actual speed will depend on your underlying phone line speed. We will only know your true speed once Infinity is live - it will then train to your optimal line speed, which should be approx as shown by your prediction.
 
 
7:45
KerryG
Glad to see you all keeping Charles and Martin busy here... keep the questions coming in, we're in the last 15 mins now...
 
 
7:45
Martin S.
Chris - Yes, your speed is primarily affected by the total amount of copper between you and the exchange. With FTTC fibre products, the old copper between the exchange and the cabinet is replaced by fibre, meaning less copper overall and faster speeds. 
 
 
7:45
Comment From Lewis
Why does DLM take so long to take interleaving off?                                     
 
 
7:45
Comment From Neil Potter
Thank you very much for your time this evening Charles / Martin / Kerry. It's nice to see these types of events becoming more accessible to your customers and I for one feel I've got a lot from joining you all this evening :smileyvery-happy:
 
 
7:46
Martin S.
Thanks Neil - you're welcome! :smileyhappy:                                                                                 
 
7:46
KerryG
Great stuff Neil.... glad you've found it useful. :smileyhappy:                                                                    
 
 
7:46
Comment From Chris
The Cab is 500-600 metres away from me, and according this graph the the BT estimated speed is just right on that.

 

 
7:47
Charles
Hi Lewis - DLM will apply interleaving only if it detects an ustable line. It will not apply interleaving unless it is warranted.
 
 
7:47
Comment From Kevin
I guess when i get my infinity installed a lot of sites and links will still be on dsl or adsl+ or even slower and the speed my end wont improve the speed there end ie my speed will depend on the site i visit and there upload speed for my download speed?
 
 
7:48
Comment From Dom
I am moving to BT infinity, but I had to order my line and then wait for it to be activated before ordering infinity. Is this a technical issue or a process at BT issue?
 
 
7:49
Charles
Evening Dom. It's a process issue - we can only provide Infinity once a Retail line is up and running.
 
 
7:49
Comment From William Sinclair
Hi guys. I've upgraded to Infinity 2 with an estimated max download of 49.5 Mbps however my IP profile hasn't budged from the Infinity 1 value of ~30. Any thoughts?
 
 
7:50
Comment From Dom
Thanks - this is a great service BT, keep it up!                                                   
 
 
7:51
Martin S.
Hi Kevin - yes, some websites that you visit may not be able to keep up with your superfast speeds! We aim to give you the best speeds at your end, but sadly there may sometimes be bottlenecks in the wider internet.
 
 
7:51
Charles
HI William - sorry for the delay in responding. Best thing to do is to reboot your Hub, then it should pick up the new speed. If not, contact the Infinity forum.
 
 
7:51
Comment From Lewis
What would cause an unstable line?                                                        
 
 
7:53

KerryG
@wiesiek @ Martin (not S) thanks for your questions, but as they're individual issues we can't pick them up as part of this chat. Please post in the forum and we can help.
 
 
7:53
Comment From guilbo
Apologies in advance for my ignorance. If Infinity is installed does the 'phone continue to use copper all the way to the exchange or does this also go over fibre?
 
7:54
Charles
 Hi lewis - the most common cause is interference on your phone line, in which case DLM will moderate your BB speed until the line stablises. There'smore lot of info on this at the Infinity FAQs on BT.com
 
 
7:54
Martin S.
Hi Guilbo - good question - yes, the phone still uses the copper.                                          
 
 
7:54
Comment From Paul (Heanor)
Will downloading from such as Xbox market place or apple store as examples max out the connection?
 
 
7:55
Comment From Kevin
Thanks to Martin, Kerry, and Charles for all your answers to the questions very much appreciated and a credit to BT Kevin :smileyhappy: 
 
 
 
 
 
7:55
Comment From Chris
I was wondering if online game pings would improve even slightly by migrating from copper to the exchange to FTTC?
 
 
7:55
Charles
Hi paul - no, your connection will never max out. The DLM technology we use will set your throughput speeds so as not to exceed your line's capacity (else you would get packet loss).
 
 
7:56
KerryG
 We're into the last 5 mins of the chat now everyone...any last questions, get them in now...
 
 
7:56
Comment From Mike B
Is the 30m extension cable between the modem and router CAT5/6? As we already have a cable running betwwen the 2 points.
 
 
7:56
Martin S.
Chris - Yes, Ping rates can improve significantly with fibre (though, again, individual improvements can't be guaranteed) 
 
 
7:57
Comment From guilbo
Cheers, folks. It's been interesting.Thanks very much for your time.                    
 
 
7:57
Charles
Yes, it's CAT5 I believe. Your engineer will be able to advise when he comes on site.                    
 
 
7:59
Comment From Mike B
Thanks Guys! Very Intersting keep up the good work.                                  
 
7:59
Comment From Dom
One other thing, but if you think I am hogging let me know. My line is provided by not-BT at the moment and my estimated speed is 76mbps is this likely, or will I get a more accurate estimate once my line is with BT?
 
 
8:00
Martin S.
Hi Dom - your speed prediction could change, but this should not be a significant difference
 
 
8:01
KerryG
Last question there as we are now out of time.. its been a quick hour! We hope you have found this chat useful?
 
 
8:01
Martin S.
Thanks for all your interest... Bye!                                                                                     
 
 
8:01
Comment From guilbo
Deffo. Ta ta.                                                                                                
 
 
8:01
Comment From Chris
Thanks for your time, looking forward to testing out FTTC.                                   
 
 
8:01
Comment From Paul (Heanor)
Thank you really enjoyed                                                                 
 
 
8:02
Charles
Has been good to hear your feedback guys! Thanks very much. Hope you found it useful.    
 
 
8:02
Comment From Kevin
whens the next question planned if there is one?                                                 
 
 
8:03
KerryG
Thanks Guys. @kevin - no date planned at the moment, but we can certainly repeat this as people found it useful. We'll post any updates in the forum boards.
 
 
8:04
KerryG
Big thanks to Charles and Martin for joining the chat and all you guys for posing the questions... great session. I'll close the chat now, but it will be available on the replay if you want to re-read any of the comments.


See you on the next chat :smileyhappy:

Kerry

 

 
8:05
 

 

 

 

 

 

Here's some more info on our expert Charles:

Charles joined BT over 20 years ago and has been instrumental in the development of BT’s consumer internet products over the years, cutting his teeth on BT’s first internet portfolio (56k narrowband!) way back in the late 90’s, then launching BT’s various ADSL1, ADSL2 and ADSL2+ products between 2001 and 2009, and more recently in 2010 launched BT’s first superfast fibre broadband product, BT Infinity. Charles is currently the Product Manager for BT Infinity within BT Retail’s consumer division.

 

Charles will be joined on the chat by our expert Martin:

Martin has been with BT for three years and is currently a senior propositions manager for BT Infinity.  Previously he worked as a consultant with a range of clients in the comms and high tech sector.

 

 

What kind of BT Infinity questions can we ask?

This chat is primarily a tech focused chat – so our experts can help you with questions around how BT Infinity works; what to do if you get any issues;  what happens during installation and much more...

 

We do ask that this chat is not used to bring up BT service queries or queries around Infinity availability dates – this is an information chat to help learn about the BT Infinity product and any individual billing issues/complaints will not be included in the chat.  These should be raised in the forum as normal, or the latest info on Infinity availability can be found via this link.  

 

Check out our FAQs for taking part in a Live event

  

Chat to you soon! 🙂

 

Kerry

Retired BTCare Community Manager - StephanieG and SeanD are your new Community Managers

If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
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1 REPLY 1
KerryG
Community Manager - Retired
15,746 Views
Message 2 of 2

Re: Ask the Expert Live Discussion – BT Infinity

Hi everyone

 

Just a reminder that we have our Infinity Expert chat this evening at 7pm.  If for any reason you can't make the chat, you can PM me your questions in advance and we'll try to include them.  There will also be a replay available of the chat here on the same post after the event.

 

Thx

Kerry

Retired BTCare Community Manager - StephanieG and SeanD are your new Community Managers

If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.