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KIRK
Beginner
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Message 1 of 12

Re: INFINITY INSTALLATION NOT COSTING £49 BUT COSTING £178.99

Strange but I am in the same situation:

Paid for Infinity1 setup and Install £49, after a week the speeds are more or less a perfect match to the previous copper wire speeds, occasionally slower, but rarely faster.

 

Chat person tested my line etc and said there was a problem in the house, cost for engineer to attend and fix £130.

So like other person that would make £179 area, lets say £180.

 

Was told that the charge may not apply but to be honest I find that doubtful, also not willing to chance it. Openreach must make their money somehow, and charging to visit and sort a problem out seems a pretty obvious one.

 

As it is a week in, the sensible option would appear to be to cancel the contract, which is how I found this post.

 

The original post may be in capitals but it is a rant, and I suspect that the person feels as I do that not even half the actual setup has been done, certainly no check that what the mug (Me) has paid for is actually being deklivered. If a Chat support in what I guess is India can say I am not able to get the speeds advertised and paid for and identify where the problem exists, then why is it impossible for whoever made the exchange and outside box changes to test for the same?.

 

They do not have the package the ordered and paid for and now is liable to an additional £130 to get what they want, and I am in exactly the same position.

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11 REPLIES 11
Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 2 of 12

Re: INFINITY INSTALLATION NOT COSTING £49 BUT COSTING £178.99

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

Then, if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post lines 1-12
 
Could you please post the results from the BT Wholesale speed checker, including the further diagnostics.
 
 
 

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KIRK
Beginner
301 Views
Message 3 of 12

Re: INFINITY INSTALLATION NOT COSTING £49 BUT COSTING £178.99

Unable to supply the results of the Speed Check as at every attempt it runs then says a problem has occurred and I get no result. This has happened 8 times so far.

 

BT BROADBAND AVAILABILITY CHECKER

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

  HighLowHighLow        

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

 

Left in Jumper

Other Offerings

 

 

 

Availability Date

Featured                            Down Stream Line     Upstream Line           Down     WBC FTTC WBC SOGEA Left

Products                                  Rate                        Rate                   Stream   Avail         Avail              In

                                        Hi              Low        Hi              Low         Range    Date         Date         Jumper 

 

VDSL Range A (Clean)8078.72020--Available----
VDSL Range B (Impacted)8057.82018.1--Available----
WBC ADSL 2+Up to 14--8 to 18.5Available----
WBC ADSL 2+ Annex MUp to 14Up to 18 to 18.5Available----
ADSL MaxUp to 7--6 to 8Available----
WBC Fixed Rate2 ----Available----
Fixed Rate2 ----Available----
VDSL Multicast------Available----
ADSL Multicast------Available----

 

 

No idea which bit is relevent to me.

Seems this BT page does not like the formatting of the BT page the info came from.

Added back in looks correct so far.

 

If it reads that I can only get up to 14 I am not going to be a happy bunny. As I was told 50/50+.

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john46
Distinguished Sage
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Message 4 of 12

Re: INFINITY INSTALLATION NOT COSTING £49 BUT COSTING £178.99

You won't pay the fee if:
The fault is in BT’s network
If the fault is with your BT hub and it is in warranty (contract)
If the fault is with your BT TV box (in or out of warranty)
If you have the same fault within 28 days
In case of BT Infinity, if you call within 28 days after the install
In case of BT Infinity, if the Openreach Fibre modem needs replacing
They are registered as a Chronically Sick and Disabled Person

You will pay the fee if the fault's with:
Your home wiring past the main socket, for example, extensions
The way you've got your equipment connected
Interference from something, for example your phone, alarm system, micro-filter or broadband router
Damage to our network, for example cut wire, damage from building work, trees or pets, or damage to sockets
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john46
Distinguished Sage
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Message 5 of 12

Re: INFINITY INSTALLATION NOT COSTING £49 BUT COSTING £178.99

Infinity is VDSL
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john46
Distinguished Sage
297 Views
Message 6 of 12

Re: INFINITY INSTALLATION NOT COSTING £49 BUT COSTING £178.99

if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log.
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KIRK
Beginner
277 Views
Message 7 of 12

Re: INFINITY INSTALLATION NOT COSTING £49 BUT COSTING £178.99

Hub Tech Data:

This is a list of your BT Smart Hub settings and current statistics.
Product name:

BT Hub 6A
Serial number:                      +084316+NQ63124531
Firmware version:                   SG4B100021F4
Firmware updated:                 22/06/16
Board version:                        1.0
Gui version:                            1.28.3
DSL uptime:                           0 Days, 11 Hours 1 Minutes 40 Seconds
Data rate:                              9.99 kbps / 55.00 kbps
Maximum data rate:                 9995 / 85806
Noise margin:                          21.4 / 14.6
Line attenuation:                     10.3
Signal attenuation:  
VPI / VCI:                               0/38
Modulation:                             G_993_2_ANNEX_B
Latency type:                          Fast Path
Data sent / received:                7 MB Uploaded / 63 MB Downloaded
Broadband username:                bthomehub@btbroadband.com
BT Wi-fi:                                  Not active
2.4 GHz wireless network name:  BTHub6-WG7S
2.4 GHz wireless channel:            Smart (Channel 1)
5 GHz wireless network name:      BTHub6-WG7S
5 GHz wireless channel:               Smart (Channel 40)
Wireless security:                       WPA2 (Recommended)
Band steering:                           Off
Wireless mode:                          Mode 1
Firewall:                                    On
MAC address:                            88:A6:C6:07:01:8E
Software variant:                       -
Boot loader:                             7.33.1

 

 

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 8 of 12

Re: INFINITY INSTALLATION NOT COSTING £49 BUT COSTING £178.99

You are connecting at 55Mbs at the moment, which is exactly right for Infinity 1. There is no fault, and you would have to pay if you had an engineer visit.


Could you please post the results from the BT Wholesale speed checker, including the further diagnostics. This must be done with a computer connected to the home hub using an Ethernet cable, not wireless.

 

http://speedtest.btwholesale.com/

 

I think the tester uses javascript.

 

Perhaps its something on your local network which is not capable of the higher speed?


 


 
 

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KIRK
Beginner
265 Views
Message 9 of 12

Re: INFINITY INSTALLATION NOT COSTING £49 BUT COSTING £178.99

It gives:
Download Speed: 33.35 Mps

Upload Speed: 8.84Mps

Ping Latency: 1.50

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 10 of 12

Re: INFINITY INSTALLATION NOT COSTING £49 BUT COSTING £178.99

Did you run the further diagnostics test, as this will give the IP profile?

 

Download speed will vary during the day, and can be affected by how fast your computer is, and what web browser you are using. I have found that Google Chrome always seems to perform better that Firefox, or other web browsers.

 

Whichever you use, the download speed is much faster than you could ever get on ADSL2+, so I cannot see what your complaint is about?

An engineer visit would be a waste of time, and a waste of your money (£130).

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