cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
widders
Contributor
565 Views
Message 31 of 74

Re: no phone or broadband and appalling customer service.

Go to solution
Thanks so far to all who have helped. Please don't mark as solved until it's up and running though.!
0 Ratings
licquorice
Distinguished Sage
Distinguished Sage
554 Views
Message 32 of 74

Re: no phone or broadband and appalling customer service.

Go to solution

@widders wrote:
Well, I have ordered Infinity from BT and I assured that the engineer will be able to connect to set up the cabinet to get us faster broadband. Apparently, he doesn't need to do anything to the connection from pole to house. I hope I'm proved wrong but I am not raising my hopes.
 


That is correct, at the moment your broadband and telephony both emanate from the exchange. The engineer will split your line at the cabinet and connect the broadband there instead, your telephony will still come from the exchange. Nothing changes between the cabinet and your house except a different Hub (which will sent in the post) if you don't have a HH5 or later. 

0 Ratings
widders
Contributor
548 Views
Message 33 of 74

Re: no phone or broadband and appalling customer service.

Go to solution
I'm grateful for your help especially over the weekend. I'll feedback on how his pans out.
0 Ratings
widders
Contributor
484 Views
Message 34 of 74

Re: no phone or broadband and appalling customer service.

Go to solution
Just to update on my brand new Infinity broadband connection. Have a new smart hub and was connected by engineer yesterday but has made no difference whatsoever so far. I know it takes a while to 'bed in' but the hub has spent as much time with dropped connection as with any online. Upload and download speeds the same - however, I have discovered I can sail over the Internet on my next door neighbours BT Fon hub connection!!
0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
480 Views
Message 35 of 74

Re: no phone or broadband and appalling customer service.

Go to solution

was it fitted by en engineer in your home as normally self install?  any noise on quiet line test

 

conenction should not be dropping as you describe



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
widders
Contributor
473 Views
Message 36 of 74

Re: no phone or broadband and appalling customer service.

Go to solution
Hi again - no, it was a smart install but I was notified the engineer had made the switch at the exchange!
0 Ratings
iniltous
Recognised Expert
472 Views
Message 37 of 74

Re: no phone or broadband and appalling customer service.

Go to solution
Post your 'new' router stats, as already stated the vast majority of Infinity connections don't get a home visit, the OR engineer visits the fibre and copper cabinets only and connects you their, you connect the 'hub' yourself, presumably these cabs are some distance from your home if 12Mb is the predicted speed, did you request a 'managed install' ? or was there some other reason the Openreach person was there ?
0 Ratings
widders
Contributor
463 Views
Message 38 of 74

Re: no phone or broadband and appalling customer service.

Go to solution
I'll get the router stats. Didn't know you could get a managed install. No engineer has visited (yet!).
0 Ratings
widders
Contributor
458 Views
Message 39 of 74

Re: no phone or broadband and appalling customer service.

Go to solution
Product name:
BT Hub 6A
Serial number:
+084319+NQ73790530
Firmware version:
SG4B1000B522
Firmware updated:
14-Feb-2018
Board version:
1.0
Gui version:
1.64.0
DSL uptime:
-
Data rate:
/
Maximum data rate:
828 / 640
Noise margin:
12 dB / 6.2 dB
Line attenuation:
63.5 dB
Signal attenuation:
31.5 dB / 63.5 dB
VPI / VCI:
0/38
Modulation:
G_992_1_ANNEX_A
Latency type:
Fast Path
Data sent / received:
0 MB Uploaded / 0 MB Downloaded
Broadband username:
bthomehub@btbroadband.com
BT Wi-fi:
Not active
2.4 GHz wireless network name:
BTHub6-MP6T
2.4 GHz wireless channel:
Smart (Channel 11)
5 GHz wireless network name:
BTHub6-MP6T
5 GHz wireless channel:
Smart (Channel 36)
Wireless security:
WPA2 (Recommended)
Wireless mode:
Mode 1
Firewall:
On
MAC address:
58:90:43:D9:6C:4F
Software variant:
-
Boot loader:
9.2.0


Thanks
0 Ratings
widders
Contributor
455 Views
Message 40 of 74

Re: no phone or broadband and appalling customer service.

Go to solution
Hi

I'm on live chat at the moment and the operator has advised me to change channel settings. Will report back.
0 Ratings