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Raven8472
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Message 1 of 16

BT Infinity Down - Phone working- hardware checked - have to wait a week for openreach. Any help ?

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About Monday 5pm Infinity goes down. Sync light on Openreach HG612 off . Restarted power cycled everything. was using a Asus AC68U router, re- installed the Home Hub 3 and same thing- flashing middle light internet orange/ purple . I have my original open reach white box and tried that so back to stock completely still the same. 

 

replaced all cables and only have the one socket master with two sockets Fibre internet top socket and phone below fitted by open reach few years ago. 

 

Phone is working. Have a spare ADSL filter so plugged dsl cable to filter then bottom socket ( nothing ) 

removed faceplate from master socket and plugged into test socket ( nothing no infinity) 

 

I have to wait till monday the 1st for open reach Man Frustrated   I am really stumped why the internet is dead. Only coincidence is that i recontracted with BT for 18 months but decided to cancel within 14 days going back to my infinity 2 but out of contract and having spoke to the call centre they say nothing has been turned off.

 

We have a busy household and struggling without. 

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 16

Re: BT Infinity Down - Phone working- hardware checked - have to wait a week for openreach. Any help

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anything here

 

http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

http://community.plus.net/exchange-information/



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Raven8472
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Message 3 of 16

Re: BT Infinity Down - Phone working- hardware checked - have to wait a week for openreach. Any help

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Thanks for the info, nothing listed for my area as being affected, my neighbours who are both on Talk talk are working fine. Seems to be issue with socket/cabling or issue with my account.

I tried to ring them just now . on the phone for 20 minutes and told there servers are down and call back in 2 hours.

Phone is working fine did quiet line test and sounds perfect.

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Raven8472
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Message 4 of 16

Re: BT Infinity Down - Phone working- hardware checked - have to wait a week for openreach. Any help

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No objection to foreign call centres and having both parents who moved to the UK in the 70s  , but BTs foriegn call centres are shockingly awful. Read from a script with little flexibility in their very rigid language skills. Asking basic questions and all i can here is rustling papers and lots of pardons.  Man Sad

 

 

  

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Distinguished Sage
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Message 5 of 16

Re: BT Infinity Down - Phone working- hardware checked - have to wait a week for openreach. Any help

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if you cannot get internet using the test socket but phone works ok then you just need to wait till 1/8 for openreach engineer

 

from this morning papers it appears there was a problem causing long delays with BT helpdesk - longer than normal that is



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Raven8472
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Message 6 of 16

Re: BT Infinity Down - Phone working- hardware checked - have to wait a week for openreach. Any help

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Apologies for the mini rant , just very frustrated how difficult it has been dealing with BT, the long delays waiting on phone, poor customer service and having to repeat myself several times.

Its summer holidays with 3 kids and we do take or work home with us and using a phone to tether isnt great.
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Raven8472
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Message 7 of 16

Re: BT Infinity Down - Phone working- hardware checked - have to wait a week for openreach. Any help

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Engineer came and went.  Broad fibre connection has been downgraded to ADSL for some reason that is why my openreach kit did not work. Also my unlimited daytime calls has been removed so i have a extra £18 bill on my account. 

 

I am fuming but dealing with BT customer service has been terrible. Tried to escalate but told to wait in another phone queque for 20 minutes then phone  disconnected. 

 

So no broadband for week , contacted BT several times last week and asked if my fibre broadband account was correct and was told both occasions nothing to do with their side and problem was with local issue hence the engineer visit. 

 

Cannot believe how i have been treated so far being a long standing customer. Man Mad

 

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Distinguished Sage
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Message 8 of 16

Re: BT Infinity Down - Phone working- hardware checked - have to wait a week for openreach. Any help

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see if forum mods can help you get your fibre conenction back  they will post here



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Moderator
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Message 9 of 16

Re: BT Infinity Down - Phone working- hardware checked - have to wait a week for openreach. Any help

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Hi @Raven8472 and thanks for posting.

 

I'm really sorry you're having so many problems with this. I'm sure I can help. Can you please drop me over an email with the details. You'll get the contact the moderators link in my profile. We're busier than usual so it's taking a little longer than expected to reply but once your details are in our queue we'll get you you in turn.

 

Cheers

 

David

Community ModeratorDaveM
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Raven8472
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Message 10 of 16

Re: BT Infinity Down - Phone working- hardware checked - have to wait a week for openreach. Any help

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hi i do not see a contact mods link
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