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telford_mike
Aspiring Contributor
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Message 1 of 20

Failed Infinity installation yesterday. What happens next?

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Ordered Infinity 1 a couple of weeks ago. All seemed to be going fine - a deluge of emails and a shiny new Smart Hub arrived in the post, which I installed. Yesterday our adsl went off at about 11am, and I sat watching the Smart Hub expecting my promised 50mb connection to appear. After half an hour we were reconnected, and guess what, we were still on adsl.

 

Our order in My BT now says 'sorry for the delay', but we've had no emails or any other communications from BT. Before I commit a few hours of my life trying to phone BT, can anyone tell me what's likely to happen next?

 

cheers!

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19 REPLIES 19
Webby
Distinguished Sage
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Message 2 of 20

Re: Failed Infinity installation yesterday. What happens next?

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Could be a whole host of reasons. Calling up or contacting the online chat is the best way to find out what's happened and what needs to be done.

In the mean time can you pop your number into https://www.dslchecker.bt.com and paste the results on here please.
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’
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telford_mike
Aspiring Contributor
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Message 3 of 20

Re: Failed Infinity installation yesterday. What happens next?

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As you can see, our cabinet has been 'high demand' for months, which prevents orders being placed. I check it every day. On the day I ordered it was no longer high demand, so I assumed some additional infrastructure had been installed.

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john46
Distinguished Sage
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Message 4 of 20

Re: Failed Infinity installation yesterday. What happens next?

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looks like your fibre cabinet is full and awaiting Openreach increasing capacity in it there is a waiting list showing for fibre services on your cabinet all you can do is contact the online order chat and ask them to put you back to standard broadband then keep checking daily the checker you posted and as soon as it becomes available place the order again
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telford_mike
Aspiring Contributor
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Message 5 of 20

Re: Failed Infinity installation yesterday. What happens next?

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Cabinet has been at capacity for months, but the order system always prevented an order being placed. I assumed that the fact that I could successfully order meant there was now some spare capacity. Just tried the live chat - apparently they can't deal with things like this at weekends. Ah well...

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john46
Distinguished Sage
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Message 6 of 20

Re: Failed Infinity installation yesterday. What happens next?

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the cabinet may in that case be completely full and Openreach may be planning an additional cabinet the timescale for that could be quite long
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telford_mike
Aspiring Contributor
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Message 7 of 20

Re: Failed Infinity installation yesterday. What happens next?

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It certainly could. I guess in that case BT's challenge is to arrange the necessary refund and to cancel the 18 month contract which I entered into, so I can sign up with one of the cheaper ADSL providers while Openreach do their stuff.

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JohnC2
Moderator
Moderator
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Message 8 of 20

Re: Failed Infinity installation yesterday. What happens next?

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Hi @telford_mike Sorry about the delay in getting your Infinity connected. 

 

We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

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telford_mike
Aspiring Contributor
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Message 9 of 20

Re: Failed Infinity installation yesterday. What happens next?

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Thanks John, have sent you the details.

 

cheers,

 

Mike.

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telford_mike
Aspiring Contributor
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Message 10 of 20

Re: Failed Infinity installation yesterday. What happens next?

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Hi @JohnC2 do you have any news please? 

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