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hobsini
Beginner
523 Views
Message 1 of 14

Help! BT Infinity available to all in village but not us!

The cabinets in our village were recently updated to FTTC making Infinity available to everyone (theoretically). Many households have already upgraded and are getting Infinity consistent speeds. However, when we try and upgrade it says it is not available to us.

 

I have tried various online availability checkers (SamKnows, BTWholesale, etc) and they either say it is not available or can't return a result for our phone number. When I try with our postcode and house number some of them say it is available and some don't seem to know.

 

Totally confused by this as I know many neigbours have succesfully upgraded and I have even tried some of their details in the availability checkers and they return correct and consistent results.

 

I am aware that some people can have EO lines and wonder whether this might be our problem. We do have one of the older houses in the village (but only 1950's). How would we find out if this is the problem or, if it isn't, then what the problem is?

 

Our current service (phone and broadband) is through Talk Talk but I assume this is not part of the problem and what's confusing the online checks? I have also phoned Talk Talk and BT and they both said Infinity is unavailable to us but could not explain why it is available to our neighbours etc.

 

Please help as we currently get 1.5Mbits when everyone else is get >20Mbit!!!

 

Note: I can see cables running to the telepgraph poles from our house and most nearby houses so why would ours be any different (in terms of the services we can get) than any of the others? Is it possibly a glitch in the systems that check availability. I notice that our address sometimes appears twice - could this be part of the problem?

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13 REPLIES 13
Distinguished Sage
Distinguished Sage
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Message 2 of 14

Re: Help! BT Infinity available to all in village but not us!

If you use this checker it will tell what cabinet you are on and what services it can receive.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

If it does not show a cabinet number it will be because you are on an Exchange Only(EO) line. This means you can not get Infinity because you are not connected to a cabinet, instead you are connected directly to the exchange.

Sometime in the future Openreach may install a cabinet out side the exchange and this will allow EO lines to connect to a cabinet. This however is not high on their priority list so may take some time.

Use your phone number. If you don't have a BT number use the address checker. It is more accurate than the post code checker which can cover more than one cabinet.

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hobsini
Beginner
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Message 3 of 14

Re: Help! BT Infinity available to all in village but not us!

Thanks. Used that checker and when I try with our phone number it says there is no data. When I try with our address it shows two entries - one with the house name and one without. The first shows that our address is connected to the cabinet and therefore with fibre available. The second shows no cabinet and no fibre. I think this might be the problem - there are two entries for our property! What can we do?
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Distinguished Sage
Distinguished Sage
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Message 4 of 14

Re: Help! BT Infinity available to all in village but not us!

The moderators of the forum have been informed of your problem. Once they have read this they may be able to help. They are a BT UK based team and if they can help they will reply via this thread asking you to contact them via a link. Once you have replied to them by the link, it can at present take up to five working days for them to re-contact you.


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Distinguished Sage
Distinguished Sage
482 Views
Message 5 of 14

Re: Help! BT Infinity available to all in village but not us!

As you are a TT customer I cannot see what the mods can do to help as they are BT employees

 

you need to back on to TT and get them to sort it out



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Distinguished Guru
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Message 6 of 14

Re: Help! BT Infinity available to all in village but not us!


@hobsini wrote:
Thanks. Used that checker and when I try with our phone number it says there is no data. When I try with our address it shows two entries - one with the house name and one without. The first shows that our address is connected to the cabinet and therefore with fibre available. The second shows no cabinet and no fibre. I think this might be the problem - there are two entries for our property! What can we do?

I suggest when you place the order, you use the address with the house name.

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Distinguished Sage
Distinguished Sage
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Message 7 of 14

Re: Help! BT Infinity available to all in village but not us!

They may be able to help him order BT Infinity which he apparently can not do at present

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dfenceman
Expert
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Message 8 of 14

Re: Help! BT Infinity available to all in village but not us!


@gg30340 wrote:

If you use this checker it will tell what cabinet you are on and what services it can receive.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

If it does not show a cabinet number it will be because you are on an Exchange Only(EO) line. This means you can not get Infinity because you are not connected to a cabinet, instead you are connected directly to the exchange.


Hi gg30340,

 

Please correct me if I'm wrong but I don't think the adslchecker works for non-BT lines.  It certainly does not for my son's Sky line and nor does it work for my neighbour's line anymore since he switched to TalkTalk on 18-12-14.

Best regards,
dfenceman
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Moderator
Moderator
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Message 9 of 14

Re: Help! BT Infinity available to all in village but not us!

Hi hobsini,

 

Welcome to the forum and thanks for posting!

 

Sorry for the problems you're having ordering BT Infinity.  I've came across this issue before but not sure if the process to get it sorted out is different as you're not currently with BT for your services.

 

Send us over your details as there is no harm us taking a look from here.  If we can't sort it, we'll contact you and explain what steps you need to take with your current provider.

 

All the best,

 

Robbie

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Distinguished Sage
Distinguished Sage
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Message 10 of 14

Re: Help! BT Infinity available to all in village but not us!


@dfenceman wrote:


Hi gg30340,

 

Please correct me if I'm wrong but I don't think the adslchecker works for non-BT lines.  It certainly does not for my son's Sky line and nor does it work for my neighbour's line anymore since he switched to TalkTalk on 18-12-14.


You are correct, the telephone number check won't work on a non BT line, that is why there is a post code and an address checker also included in the checker. The OP had used them and got differing results.  "When I try with our postcode and house number some of them say it is available and some don't seem to know."

 

I did include this information at the bottom of my post

 

"Use your phone number. If you don't have a BT number use the address checker. It is more accurate than the post code checker which can cover more than one cabinet."

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