Hi there,
Firstly - sorry in advance for loooooong post.
So... had BT Infinity installed at end of March 14. Had been working reasonably well, until yesterday morning when it just suddenly disconnected and the HH5 had a flashing orange light (the occurrence of which isn't even referred to in the Support leaflet). It was working first thing, but went off about 0830.
After an hour of trying reboots, resets, master socket, connection to laptop with ethernet etc, eventually resorted to ringing BT India. Another 30 mins or so of the reset script to no avail. Despite my telling the advisor that I really didn't think it was the HH, and that I thought it was a problem outside of my property, I was told that HH5 was faulty and a new one would be sent to me. Sigh.
An hour later (about 1030), rang 150 and again got through to India (all roads lead to India, it seems), to ask if there were any engineers working in my area (Culloden exchange, Inverness-shire, IV2 7) as it seemed to me like I had been inadvertently disconnected at the exchange.
At least this guy was a bit more receptive to my suggestion that it was NOT the HH. He booked an engineer visit for Thursday afternoon (8th May), and said the engineer would start at the exchange and then work towards my property, and would ring me if s/he required access to my house.
About 1515 yesterday afternoon, internet suddenly came back on all by itself - which convinced me even more that problem was not to do with my HH5. HH5 light remained blue for the rest of the day, and all was still well at about 2330. Ironically, the speed was a lot better when it came back on too.
0640 this morning – orange flashing light of doom again 😞 I am out all day today so hopefully it will be sorted by this evening. But it seems pretty obvious that this is an external BT issue, maybe the line / cabinet is being worked on as they are connecting new customers or something?
Having Googled the orange flashing light (now that I'm at work with internet access!), I found a forum post where disconnection had been caused by a failed air-con unit at the exchange (!?). If any moderators are reading this, perhaps somebody could investigate and give me a straight answer.
I realise these things happen, but I really don’t appreciate being passed to India where they have no idea of my location, set up etc, and basically try to fob me off with some waffle about a faulty HH5 which I know not to be the case. All I want is a straight answer about the cause of the disconnection, and the problem fixed (permanently) asap. Isn't that what I pay for?
TIA for any mod help with this 🙂
