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ianphillips2347
Aspiring Contributor
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Message 1 of 23

New BT Infinity, can't get broadband

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I had a new line installed today (apparently I needed one even though I have had a phone line and broadband with another supplier for over 5 years). Anyway, the engineer came and supplied me with a new number and then recieved an email stating that my Infinity is now live and hoped I was enjoying my super fast connection.

That was over 10 hours ago and my Hub 5 still has an orange power light and the broadband light is flashing constantly. I have followed the installation guide over and over, have it plugged into the master socket and still nothing. To say Im extremely disappointed so far is a massive understatement.

Any help with this please?

(not sure if it matters but, if I try dialing my old number that still gives a ringing tone - should that be the case?)
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Message 2 of 23

Re: New BT Infinity, can't get broadband

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Have you called the helpdesk? I suspect a fault will need to be raised if you have bo sync.
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ianphillips2347
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Message 3 of 23

Re: New BT Infinity, can't get broadband

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I haven't been able to this evening as my home phone doesn't dial out so will have to try and find some time in work to ring them tomorrow.

Very frustrating to be honest as before switching to BT my phone line and broadband with my previous supplier was working with no issues - already regretting switching.
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Sage
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Message 4 of 23

Re: New BT Infinity, can't get broadband

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Can you not use your old line to dial out as you say you get a ringing tone when you dial it?

 

I'm actually surprised they didn't just transfer the line from your old provider.

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ianphillips2347
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Message 5 of 23

Re: New BT Infinity, can't get broadband

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I meant when I try ringing my old number from a mobile it gives a ringing tone. I only have one actual line into my property (which is now the new number) but that doesn't appear to allow me to ring out
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Distinguished Sage
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Message 6 of 23

Re: New BT Infinity, can't get broadband

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It would appear that some of the physical work hasn't been done or hasn't been done correctly. Can you call your new number? Does it ring in the house?
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ianphillips2347
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Message 7 of 23

Re: New BT Infinity, can't get broadband

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Having been speaking to the broadband help desk, it appears that my service is not connected to the exchange and will now have to wait a week without home broadband before another engineer calls to rectify their error.

Seems completely incompetent to me that an engineer could come yesterday to install the phone line and broadband service, goto the exchange to set it up and fail to connect my broadband service.
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ianphillips2347
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Message 8 of 23

Re: New BT Infinity, can't get broadband

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So, another engineer came out today and told me that the previous one hadn't connected the fibre. He then did this and my broadband was uo and running and all going fine (37mb download and around 10mb upload).

However, after about 30 minutes my connection has gone diwn again and the power light is now constantly flashing orange with no other lights on.

This is getting a bit ridiculous now to be honest - any ideas what could be going on?
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Distinguished Sage
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Message 9 of 23

Re: New BT Infinity, can't get broadband

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did you try a factory reset of the hub?  if still nothing then looks like you need engineer back



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ianphillips2347
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Message 10 of 23

Re: New BT Infinity, can't get broadband

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I held down the reset button on the back with a pin for around 30 seconds but that didn't seem to help much
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