Hi I placed an order for Infinity 1 about 3 weeks ago. During the time leading up to my install I recieved a few calls about a possible delay due to issues with the exchange.
I had my line and equipment installed yesterday. I had asked the engineer about what the issues of the exchange might be but he said as far as he knew it was fine in this area (this is the only area he works as well).
After wating until midnight and the service not coming on I realized there still must be a problem.
I tried putting in my number at the DSL checker and it only showed 1Mbps U/D available for some reason but today it seems to be back to normal:
Telephone Number xxxxxxxxxxxx on Exchange MILE END is served by Cabinet 5
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
|FTTC Range A (Clean)||80||64||20||20||--||Available|
|FTTC Range B (Impacted)||79.6||52.9||20||12.2||--||Available|
|WBC ADSL 2+||Up to 8||--||4 to 12.5||Available|
|WBC ADSL 2+ Annex M||Up to 8||Up to 1||4 to 12.5||Available|
|ADSL Max||Up to 6||--||5.5 to 8||Available|
|WBC Fixed Rate||2||--||--||Available|
A line check on the number at Bt's fault tracking shows all services working as normal.
Currenlty I have no service, however, and my account says:
We are currently investigating your Broadband order with our suppliers and will keep you updated with any progress. Please continue to check online for further updates.
Can anyone look into this to find out exactly what's going on with a possible ETA? Seems this has been ongoing now for weeks.
I've tried using BT Wifi but it's only about 1Mbps D/L and 0.20Mbps U/L.
The whole reason I got BT installed is because my existing service with Sky (which is provided with the flat) went down to the same speeds a few weeks ago.
Can you post your helpdesk data from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254 or http://bthomehub.home
Please miss out any data you don't want to post
Hi sure here it is, let me know if you need anything else:
Information for Helpdesk agents
When contacting the BT Broadband helpdesk, the agent might ask you for details about your BT Home Hub. This page contains all of the information they are likely to request.
1. Product name: BT Home Hub
2. Serial number: xxxxxxxxx
3. Firmware version: Software version 220.127.116.11.83.8.204 (Type A) Last updated Unknown
4. Board version: BT Hub 5A
5. DSL uptime: -
6. Data rate: -
7. Maximum data rate: -
8. Noise margin: -
9. Line attenuation: -
10. Signal attenuation: -
11. Data sent/received: -
12. Broadband username: email@example.com
13. BT Wi-fi: No
14. 2.4 GHz Wireless network/SSID: xxxxxxxxx
15. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security: WPA2
17. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID: xxxxxxxx
19. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security: WPA2
21. 5 GHz Wireless channel: Automatic (Smart Wireless)
22. Firewall: Default
23. MAC Address: xxxxxxxxxxx
24. VPI/VCI: 0 / 38
25. Modulation: -
26. Latency type: -
27. Software variant: AA
28. Boot loader: 1.0.0
Hi the computer I took this from is not connected to the internet due to this issue.
The BT Wifi I logged into is on my laptop which I am positing from now. I am not currently using BT Wifi as it's slower than the Sky broadband my flat comes with.
My question more pertains to why my service is not connected in the first place.
Hi thanks, yes it's plugged in. I've spoken to them a number of times already but was just hoping for something more detailed other than there is a problem with the exchange.
Have just got off the phone with Openreach and they aren't able to narrow it down either so will have to rely on BT then.
Sorry, I said exchange before but I meant the helpdesk stats you posted show the Homehub is not connected to the cabinet.
This is an Openreach problem - the installer has not correctly connected you, but it will have to be raised by BT-the-ISP with Openreach.
So you need to ring the helpdesk and ask them to escalate the problem.
It's not due to the exchange.
Hi ok thanks for the clarification.
The person at Openreach mentioned something about a March 4th activation date and I now see in my Bt.com account it shows March 4th as the estimated completion date.
It has also now updated to show my Extras such as BT Sport and BT Cloud which weren't there this morning. So it seems the order is moving back along now.
Will considered this closed, thanks again.