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Moderator
Moderator
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Message 11 of 44

Re: BT Infinity - Not working for 7 days now

Hi guys,

 

We're all on here to help each other and can I ask that we keep it friendly?  I understand that service problems can be frustrating but please treat others with consideration.

 

Thanks a million,

 

Robbie

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Distinguished Expert
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Message 12 of 44

Re: BT Infinity - Not working for 7 days now

I've given you advice to what I think will fix it, sorry if it doesn't work for you:
"Try changing your DNS servers to use google 8.8.8.8 and 8.8.4.4"
You could alternatively try OpenDNS servers for which there's a tutorial here: https://store.opendns.com/setup/operatingsystem/windows-7

If you can't see how to do this, or it doesn't work, feel free to post back

No need to be offensive - I don't have to help you if I don't want to.
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simondavies123
Aspiring Contributor
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Message 13 of 44

Re: BT Infinity - Not working for 7 days now

legitimise_sailing -- Sorry for coming across rude, i'm sure you can understand my frustration of spending a week having to chase BT, explain my issues 100s of times, being passed from pillar to post.

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Distinguished Expert
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Message 14 of 44

Re: BT Infinity - Not working for 7 days now

No problem mate. Did you get it fixed?
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simondavies123
Aspiring Contributor
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Message 15 of 44

Re: BT Infinity - Not working for 7 days now

Afraid not. But marginal success in that I managed to book an engineer appointment... so with any luck i'll be back online tonight.

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simondavies123
Aspiring Contributor
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Message 16 of 44

Re: BT Infinity - Not working for 7 days now

Nope - it gets worse. Engineer says all fine his end, he has seen this problem before and its BT problem.

 

Think i'll just give Sky a call and go back with them. Shame as I was looking forward to the Infinity speed but I just can't trust them anymore

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Distinguished Expert
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Message 17 of 44

Re: BT Infinity - Not working for 7 days now

As I said before, if you can get to google then you're on the internet. Are you sure it's not a PC problem?
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simondavies123
Aspiring Contributor
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Message 18 of 44

Re: BT Infinity - Not working for 7 days now

I've tried a MacBook in normal mode, safe mode. Using Chrome, Safari, Firefox. And had to clear all settings, history etc..

I tried it over WiFi and ethernet.

 

I have also tried an Ipad 2 and Ipad 3, an iphone 4 and iphone 5.

 

On each device I get a page come up for BT install but when I click on "Get started" it hangs and then times out.

 

So wondering if they were just anti Apple I took home an IBM thinkpad, windows 7, and got exactly the same result.

 

I am now number 38 in the queue to speak to yet another advisor....  but you are responding far quicker so please if you have any other suggestions I would love to hear. Thanks

 

 

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meaga-byte
Aspiring Expert
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Message 19 of 44

Re: BT Infinity - Not working for 7 days now

Really silly idea but worth a try is you have nothing else to do.

Log onto the BT Home hub and disable the quick setup wizard for new devices.

Maybe a problem with the firmware on your particular box 😕

 

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SparxTH
Beginner
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Message 20 of 44

Re: BT Infinity - Not working for 7 days now

I get cut off whenever they transfer me to whatever department that is capable of actually booking an engineer too.

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