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Willage440
Newbie
263 Views
Message 1 of 9

Bt infinity installation - not working

Hi All,

 

Had an engineer come to install infinity yesterday after I upgraded from normal broadband. After he installed it seemed like my normal broadband was working until about 6pm then disconnected. I assumed they were getting ready to activiate Infinity but there is still no connection this morning. 

 

The activiation date was yesterday, I know it can take up until midnight but is it a common issue for there to be no connection 8 hours after?

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8 REPLIES 8
Distinguished Sage
Distinguished Sage
259 Views
Message 2 of 9

Re: Bt infinity installation - not working

No. It should have been up and running before the installer left. He should have tested that everything was working correctly.

 

If you are using the same Homehub as you had try a factory reset of the homehub by pressing a pin into the recess button on the rear for about 20 seconds.

 

If that doesn't work Give BT a call 0800 111 4567 and inform them that your installation has not been done correctly.

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Willage440
Newbie
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Message 3 of 9

Re: Bt infinity installation - not working

We got a new home hub 5 for the installation. All the engineer did was plug the home hub in and wait for the light to turn blue.
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Distinguished Sage
Distinguished Sage
253 Views
Message 4 of 9

Re: Bt infinity installation - not working

I take it the light is showing orange. If it is you will need to contact BT.

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Willage440
Newbie
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Message 5 of 9

Re: Bt infinity installation - not working

Yeah it's flashing orange on the home hub. I've tried giving them a call, they said they were running some tests and then someone would call me back...never did.

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Distinguished Sage
Distinguished Sage
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Message 6 of 9

Re: Bt infinity installation - not working

Looks like you will need to call them again. Just keep on at them.

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Willage440
Newbie
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Message 7 of 9

Re: Bt infinity installation - not working

Alright, thanks 🙂
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shirts
Recognised Expert
216 Views
Message 8 of 9

Re: Bt infinity installation - not working

Unfortunately, sounds like yet another sub-contractor install.......Smiley Mad

If you found this post helpful, then please click the star on the left, after all, I'm only trying to help........Smiley Wink
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Willage440
Newbie
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Message 9 of 9

Re: Bt infinity installation - not working

Yeah, I rang up BT who are sending an engineer to come and have a look! Hopefully that sorts it but I'm not overly optimistic.

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