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Message 1 of 6

Infinity disappears to infinity and beyond, lied to, no show engineer appointments, still no service

So, where to start, the beginning. Tuesday 19th July. All is well. Infinity purring along as usual, all good. 

 

8.30am Wed 20th July..suddenly nothing. 

 

BBC reports a major service outage with UK broadband services, so I suck it up and wait for the fix, but log a fault 'just in case'

 

Wed evening, wide spread reports of problem being fixed.

 

It's not. 

 

Thur 21st, further BBC reports of another service outage. Again suck it up.

 

Evening reports of it being fixed. 

 

It's not. 

 

Friday am. Nothing. 

 

Fri pm. Still nothing. Call BT CS for update. They are very sorry, but there is no fault. Eh, there is. No, there's not. I care to disagree, but eventually they agree. Give them 48hours they say. 

 

Fast forward to Monday 25th. 

 

Still no service. Call CS. Apparently a service engineer is booked for Tue 26th 8am - 1pm. 

 

Great I think. That'll get it sorted. 

 

Tuesday 26th 1.10pm. No engineer, no contact nothing. Call CS. What engineer appointment? I try no breath deeply. I assure them I have been in waiting in engineer. Eventually they agree, but something about it not being booked properly, so the engineer will now come on Monday 1st Aug. 

 

That'll be he best part of 2 weeks without service, but apparently I need to pay for it.......

 

Anyone any any ideas on next course of action? UK contact number? 

 

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Infinity disappears to infinity and beyond, lied to, no show engineer appointments, still no ser

there is no uk number for customer services

 

the outages last week were not the loss of internet connection but inability to access certain websites - so some worked ok while others timed out

 

is there anything problems 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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Distinguished Sage
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Message 3 of 6

Re: Infinity disappears to infinity and beyond, lied to, no show engineer appointments, still no ser

Which Homehub do you have?

 

Are the lights on it showing anything?

 

Does your phone work?

 

Do you have a white Openreach modem?

 

Have you tried restarting the Homehub?

 

 

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Message 4 of 6

Re: Infinity disappears to infinity and beyond, lied to, no show engineer appointments, still no ser

White openreach modem

 

BT Home Hub 4. 

 

All cables look good. 

 

3 green lights on White openreach modem. (Power, DSL, Lan1)

 

BT HomeHub 4 shows solid orange light, with occasional orange 'B' light. 

 

Phoneline perfect. No static. Calls in and out fine. 

 

Have powered off both modems, waited 60 sec. Power on White openreach modem, wait till stable (90 secs)

 

Power on BT HH4. Light flashes green, then solid blue for about 30 sec, then orange flashes for 10 sec, then solid orange. 

 

Have reset HH4 (pin depressed for 20 sec)

Have reset openreach modem (Hold reset on rear for 30 sec)

 

cheers

 

d. 

 

 

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Distinguished Sage
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Message 5 of 6

Re: Infinity disappears to infinity and beyond, lied to, no show engineer appointments, still no ser

Try connecting modem direct to PC and see if you get Internet conenction showing hub faulty

 

https://community.bt.com/t5/BT-Infinity-Speed-Connection/Poor-upload-speed-literally-halved-from-whe...



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Message 6 of 6

Re: Infinity disappears to infinity and beyond, lied to, no show engineer appointments, still no ser

Make a direct connection from your PC to the modem which will eliminate the Homehub. Follow this guide to do that. Use your computer as normal to see if it connects.

Step 1: Remove the homehub from the modem

Step2: Connect your pc/laptop into the modem using LAN1 port

Step3: Open network and sharing centre on windows and click set up a new connection or network

Step4: Connect to the internet then click make a new connection Broadband PPPoE

Step5: Username bthomehub@btbroadband.com and the password as BT

Step6: connect, If it doesn't,keep pressing try again until it does.

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