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Message 1 of 20

BT INFINITY CONNECTION ISSUE

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Hi guys Im actually pulling my hair out.

 

I have had bt broadband for 6 years and decided to upgrade to infinity in October as it has just been fitted into my area.  I was sent the newest hub and given an activation date.  My speed increased from 12mb to 14mb but a week or 2 ago it dropped to 8mb.  We arranged for an engineer to come out who said we are not connected to fibre at the exchange but are still on copper.  This is the exact message he sent me:

 

They will say you are connected on the system probably but by the looks of the testing and speeds I was seeing you are not connected through the fibre ports at the green cabinet (PCP in engineering terms) i don't know who you would phone, normally just your service provider which was BT, and explain that you need an engineer out to carry out the work at the PCP as your wires are only connected through copper and not fibre.

 

The Indian call centre are swearing blind I am connected

 

They have promised to call me back but havent.

 

I have phoned every day for the last week but they have refused to do a thing.

 

The engineer even called bt and told them but still nothing.

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Distinguished Sage
Distinguished Sage
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Message 2 of 20

Re: BT INFINITY CONNECTION ISSUE

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If you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post lines 1-12

 

Or if you have the HH6 Smart hub post the information using this link.

 

http://192.168.1.254/0000012803/gui/#/technicalLog/information

 

We can then determine which service you are connected to.

 

Alternatively, if you still have an older hub (HH4 or earlier), you can try connecting with that. If it connects you are still on ordinary broadband.

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Message 3 of 20

Re: BT INFINITY CONNECTION ISSUE

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Can you also input your number into here http://www.dslchecker.bt.com and post the results
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Message 4 of 20

Re: BT INFINITY CONNECTION ISSUE

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Firmware version:

SG4B1000223E

Firmware updated:

06-Dec-2016

Board version:

1.0

Gui version:

1.32.0

DSL uptime:

0 Days, 0 Hours 8 Minutes 8 Seconds

Data rate:

1.18 kbps / 15.95 kbps

Maximum data rate:

1112 / 17364

Noise margin:

8.1 / 3.1

Line attenuation:

34

Signal attenuation:

195 / 340

VPI / VCI:

0/38

Modulation:

G_992_5_ANNEX_A

Latency type:

Fast Path

Data sent / received:

2 MB Uploaded / 14 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Not active

2.4 GHz wireless network name:

BTHub6-Z6G5

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-Z6G5

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

40:C7:29:0F:54:0F

Software variant:

-

Boot loader:

7.33.1

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Distinguished Sage
Distinguished Sage
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Message 5 of 20

Re: BT INFINITY CONNECTION ISSUE

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You are still on ADSL2 standard broadband, not Infinity.

 

Modulation:

G_992_5_ANNEX_A

 

Can you also post the information Webby asked for please?

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Message 6 of 20

Re: BT INFINITY CONNECTION ISSUE

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Downstream Line Rate(Mbps)

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Distinguished Sage
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Message 7 of 20

Re: BT INFINITY CONNECTION ISSUE

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You need to go back to the order team and insist that you haven't been upgraded despite what their systems tell them. They probably won't understand, but you can quote the modulation type shown by the HH is ADSL2

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Message 8 of 20

Re: BT INFINITY CONNECTION ISSUE

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Thanks guys

 

currently on the phone to someone in the UK

 

cheers

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Moderator
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Message 9 of 20

Re: BT INFINITY CONNECTION ISSUE

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Hi @elvispressley2016,

 

Did you get this sorted? Can you let me know how you're getting on? If you're stuck I'll be happy to lend a hand.

 

Cheers

 

David

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Message 10 of 20

Re: BT INFINITY CONNECTION ISSUE

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hi there no i never

 

im sorry but ur Indian call centre agents are beyond useless

 

all i need is for an engineer to come out and connect my line to fibre at the exchange

 

ive now been past to 5 different departments

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