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smurftech
Aspiring Contributor
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Message 1 of 19

Coupe of questions RE: infinity 2 & infinity fault.

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Hi Folks,

 

I've got an ongoing infinity fault since monday evening, scheduled to be fixed tonight at 5pm, 3 days later, this is what I expected, just wondering if there's any way of getting a better update from here, my 3 teenage kids really don't want me to tell them it's not working again tonight!  Unbelievable what a few days of no internet does nowadays....

 

So the fault is: no DSL light on original openreach vdsl modem, tested on a different modem/router - same result no DSL light at all.  Tested all my internal wiring which is fine.  No faults in the area according to online checker....just me!

 

Is this a Bug? - After I login to my BT, fault tracking, click broadband "troublshoot" button I get "You've already reported a fault", few details that it's ongoing, etc, then I click "Track this fault" and it opens a new window showing the previous screen Fault Tracking & Repair with the click broadband "troubleshoot" button - basically goes round in a circle.

If I choose track another number option, I can put my phone number in, my BT account number and I get more fault information with expected resolution of today 5pm etc.  Tried this in IE11 and firefox, seems like a bug to me?

 

I'm seeing the image that says the fault is number 1 - with BT retail servers....3 days seems a bit long to fix a simple BT server issue, I hope i'm worrying about nothing though as I don't want a call/email/text late tonight saying an engineer call is required after all...

 

Also, and this may be a bad decision by me, I decided to upgrade to Infinity 2 as it was a good offer and I can squeeze slightly more speed out of my connection, this was on Tuesday while my infinity fault was in it's first 24 hours! I really hope upgrading whilst having an ongoing network fault will not cause even more issues.

I also phoned up to confirm i'd get the new HH6 with this upgrade which the (scottish) guy on the phone said yes to as when I placed the order online there was no mention of an included HH6 for the upgrade...

 

Well, this turned into a wall of text....to summarise:

 

1. Any chance my inifinty fault will be working by 5pm today as expected?

2. Will upgrading to inifinty 2 during an infinity 1 fault cause any problems?

3. Will I get a HH6 as part of the upgrade to infinity 2?

 

Cheers

 

David M.

 

 

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Sage
Sage
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Message 2 of 19

Re: Coupe of questions RE: infinity 2 & infinity fault.

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Your current set up is better than an HH6.

 

Upgrading shouldn't cause additional problems.

 

Wait and see, my crystal ball is out of service ATM.Smiley Very Happy

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smurftech
Aspiring Contributor
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Message 3 of 19

Re: Coupe of questions RE: infinity 2 & infinity fault.

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@pippincp wrote:

Your current set up is better than an HH6.



 

This may not be true, my openreach vdsl modem is pretty spot on, never had an issue with it, however, I chose badly for my 2 most recent routers, a Trendnet AC wi-fi model and a Huawei AC wi-fi model, both pretty flaky with far too many wi-fi drops.

 

Since looking through this forum I am getting worried the HH6 may have similar problems...

 

My suddenly new third option may be something from the Netgear Nighthawk range or Asus RT-AC86U or similar.

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smurftech
Aspiring Contributor
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Message 4 of 19

Re: Coupe of questions RE: infinity 2 & infinity fault.

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Just to add, my inifinty 2 upgrade was scheduled to finish last night 30th November, still no DSL showing on openreach modem though when I checked this morning.

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smurftech
Aspiring Contributor
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Message 5 of 19

Re: Coupe of questions RE: infinity 2 & infinity fault.

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I've tracked my infinity 2 upgrade order and it's gone through as finished, no sign or mention of a new HH6...?

 

 Still no DSL light though...

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smurftech
Aspiring Contributor
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Message 6 of 19

Re: Coupe of questions RE: infinity 2 & infinity fault.

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Still no dsl light, no internet, my teenage aspergers son waited until exactly 5pm (the fault will be fixed by time according to bt since monday) and then had a meltdown.
Its taken me 20 mins to find a 3G signal at home as mobile network signals are terrible where I live.
What's the chances of this being fixed throughout tonight? Is there any work going on after 5pm?
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Distinguished Sage
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Message 7 of 19

Re: Coupe of questions RE: infinity 2 & infinity fault.

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the network is worked on 24/7
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smurftech
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Message 8 of 19

Re: Coupe of questions RE: infinity 2 & infinity fault.

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I will continue to hope its fixed tonight ... 3 teenagers goung out of their minds here... They could cope with having no gas and no central heating better than having no internet...
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Message 9 of 19

Re: Coupe of questions RE: infinity 2 & infinity fault.

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If there's no sync it will require an Engineer visit to go to the PCP. That won't happen tonight because of what Openreach call, 'Winter Working'.
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smurftech
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Message 10 of 19

Re: Coupe of questions RE: infinity 2 & infinity fault.

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Sooooo, still no DSL light/sync this morning, possible engineer visit needed at the exchange or local street box? 

Track my fault still says Repair Date Thu 1st Dec 17:00.

 

So far not a great service experience....

 

 

 

 

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