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InSouthLondon
Beginner
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Message 1 of 5

BT Infinity - constant outages

I just switched to BT Infinity from BT Total a week ago and have had constant problems with outages every day, having to wait several hours for a return of connectivity. I've spent much time messing around with the new hub, thinking there was some problem with this, only to get nowhere, having followed the various testing and reset instructions each time. When I go onto the BT site with my phone, I am told there are no Broadband problems in my area. Yet, when you phone up, an automated message says there have been problems which they are fixing. This has gone on for several days and I'm fed up with it now. I was much better off before having switched to Infinity, so can't see why they encourage people to switch. Terrible service. 

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Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: BT Infinity - constant outages

What Infinity is it, Infinity 1 or Infinity 2?

 

Was it a self install?

 

Does this happen on both wireless and wired connections?

 

What exchange are you on?

 

Have you complained to BT?

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Distinguished Sage
Distinguished Sage
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Message 3 of 5

Re: BT Infinity - constant outages

anything listed 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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InSouthLondon
Beginner
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Message 4 of 5

Re: BT Infinity - constant outages

Thanks for your reply. Unfortunately, I can't remember which Infinity version it is off the top of my head. I'm at work at the moment, having no Broadband at home when I left (including yesterday and much of the weekend). So, will check when I get in.

An engineer came and installed it last Monday (23rd June). He said he did whatever he needed to do outside and it was working fine when he left. I was left an instruction booklet telling me what to do when differents lights come on, etc. The red "b" light comes on when there is a loss of connectivity (as well as the orange flashing light), indicating there is an overall problem with the Broadband line. All six of my wireless devices go down at the same time - including PC and Mac laptop.

Regarding complaining to BT, I made several phone calls in order to obtain assistance, but each time got through to the last extension to be met with a message saying there were technical problems with Broadband that were being worked on and to try re-setting. Each day I think it will be fixed today and each day it isn't. If it's still not working when I get home then I will complain, however.

When you say: Which exchange is it? Do you mean, where do I live? It's the London, SE23 area.

I never had this problem previously - and in fact was quite happy with the BT Total setup, which maybe went down around once a week, but would always come back on rebooting the hub. 

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InSouthLondon
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Message 5 of 5

Re: BT Infinity - constant outages

Thanks for the links also. My region isn't on any of those listed as having problems. Also, as stated, when I key my phone number into the BT site where you're informed of regional Broadband problems, each time I'm given the message that there are no problems with my area. Which contradicts the automated phone message given that there are. 

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