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dmm1983
Beginner
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Message 1 of 6

Problem connecting to Infinity 2 on activation date and day after - some advice needed

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Greetings All.

 

I am hoping for a little advice. Yesterday 03/05 was the activation day for a switchover from Sky broadband which I have had for over 5 years, to BT Infinity 2. I recieved a text saying the service was active. At the same time I got various warnings from systems at home (NAS, IPCams) that the current web connection had been lost. Home Hub 5 arrived in the post when BT said it would and yesterday I hooked the new hub up with excitement. Only to be greeted with a constant orange glow and a solid red "B" once the start up process went through the motions. My phone line still works. 

I called customer services and spent over an hour on the phone restarting the router, unplugging it and so forth, to no avail. The only solution I was offered was an engineer visit to my home as I was told I had a connection issue at my house. I could be wrong, but having had a perfectly good Sky connection 6 hours prior, I was doubtful anything physcial has changed at my property. Nonetheless, the gentleman in customer services was adament that an engineer visit was needed. I explained very clearly that it was not going to be convenient and could he investigate other potential issues, such as external connectivity problems between myself and the exchange. Apparently a home engineer visit was the only option which has been booked for next week, I have explained nobody will be at home but it seems to have fallen on deaf ears, I fear, at the incovenience of the engineer due to turn up.

I tried to reset the router this morning and received the same outcome.

I can only assume something hasnt been connected correctly somewhere along the line. Can anyone advise how I should proceed, as taking time off work is more hassle than its worth from both a time and financial perspective; I might as well return to Sky.

 

Many thanks

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imjolly
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Message 2 of 6

Re: Problem connecting to Infinity 2 on activation date and day after - some advice needed

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does your phone work?



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dmm1983
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Message 3 of 6

Re: Problem connecting to Infinity 2 on activation date and day after - some advice needed

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Thanks for the reply. Yes my phone line works.

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imjolly
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Message 4 of 6

Re: Problem connecting to Infinity 2 on activation date and day after - some advice needed

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have you tried the order online chat to see if they can help  https://bt.custhelp.com/app/chat/contact_chat/queue_id/463/c/5617,5621



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dmm1983
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Message 5 of 6

Re: Problem connecting to Infinity 2 on activation date and day after - some advice needed

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Indeed I have, they echoed the need for an engineer to come inside my house.

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dmm1983
Beginner
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Message 6 of 6

Re: Problem connecting to Infinity 2 on activation date and day after - some advice needed

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Update from me. I was contacted by a member of BTs executive complaints team who understood my issue. He too agreed it was unlikely a fault was in my house and likely a box/exchange issues. An engineer was booked yesterday to troubleshoot and found the fibre connection was incorrectly setup. Very frustrating but that's life.

I was refunded the cost of no internet for the past week.

Case can be considered as closed.
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