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LukeStar
Aspiring Contributor
2,830 Views
Message 1 of 9

Infinity installed today now phone not working

Just had Infinity installed this morning but now I cannot get a dial tone on the phone. The Pansonic cordless phone I have displays 'check phone line'. It rings but I cannot pick up calls - when I press the the answer button the ringing continues through the earpiece. When the engineer was working in the cabinet earlier (before he arrived) I experienced the same issue, however, it did start working again as he called just before finished at the cabinet. I'm sure there was dial tone before he left.

 

I have raised a fault online with BT but just wondered if anybody else had had encountered this type of issue immediately after having Infinity installed? 

 

BTW Broadband is working perfectly.  

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8 REPLIES 8
Distinguished Sage
Distinguished Sage
2,823 Views
Message 2 of 9

Re: Infinity installed today now phone not working

Is your phone plugged into the bottom socket of the Infinity master socket?

 

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LukeStar
Aspiring Contributor
2,821 Views
Message 3 of 9

Re: Infinity installed today now phone not working

Yes the phone is plugged into the bottom socket. I've also swapped the phone cable over in case it was that and tried the test socket as well - no luck 😞

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Distinguished Sage
Distinguished Sage
2,815 Views
Message 4 of 9

Re: Infinity installed today now phone not working

You will just have to report it as a "no dial tone fault", its possible there is a fault within the Infinity cabinet or the Exchange.

 

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LukeStar
Aspiring Contributor
2,791 Views
Message 5 of 9

Re: Infinity installed today now phone not working

4 days later and BT have only just contacted us! They should be able to get the problem resolved by the 5th December!! Not good enough. After months of badgering from BT to move to Infinity we finally took the plunge and now end up with a phone line that hasn't worked for days (paid upfront for 12 months line rental as well!).
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Distinguished Sage
2,784 Views
Message 6 of 9

Re: Infinity installed today now phone not working

unfortuneatly Openreach currently have a very high number of faults across the UK and
repair times are longer then normal
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LukeStar
Aspiring Contributor
2,760 Views
Message 7 of 9

Re: Infinity installed today now phone not working

11 days and counting......still no idea when we are going to see an engineer to fix the problem.

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Distinguished Sage
2,747 Views
Message 8 of 9

Re: Infinity installed today now phone not working

Hi

I am sorry to see you are having problems


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

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ryan-ashford
Aspiring Contributor
2,717 Views
Message 9 of 9

Re: Infinity installed today now phone not working

Same problem here

 

Had BT Infinity installed only yesterday, phone was working until this morning. TEL1 light constantly flashing.

 

Spoke to BT who had no idea why, but an engineer would be sent out hopefully by next Wednesday to check the fault.

 

In 15years I've not had a single fault, until infinity was installed. I called BT to cancel Infinity, the guy I spoke to was as cheeky as anything chuckling away and saying "why", well it's a bit coincidental that now we have Infinity with phone going through the fibre that it no longer works. "No it isn't" he said, the guy was an idiot but I kept the conversation civil.

 

BT have no idea what the fault is, their indian centre had me on hold for 20minutes before basically saying they had no idea, and not even a call divert to my mobile can be put on the service. Anyone trying to contact us, simply has a 1571 message.

 

"If it were on the old copper wiring, a divert could be put on the line, but as it's future wi line we cannot"......future wi line? 

 

Oh and on a sidenote, port forwarding does not work. So what a big mistake to have transferred my before perfect years of service with O2, only to find BT infinity to cause chaos. I'll be sure to let as many people know including an email sent next monday to all the thousands at my company not to go with bt infinity in light of these serious issues, if nothing has changed by that time.

 

 

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