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Sam92
Beginner
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Message 2 of 11

New Customer Connection Issues

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Hi, I have recently joined BT and opted in for Bt Infinity 2, I received my smart hub and was told a day later that my internet would be activated only to find that every time I try and load a web page I get redirected to 62.6.38.125/index.html (BT Wholesale Service Information page)

 

please can can anyone advise if they have had a similar issue and how to resolve??

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Sam92
Beginner
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Message 1 of 11

Re: Disgraceful BT infinity installation delays

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Hello, I am currently experiencing the same issue it seems, my smart hub has a stable blue light on it but whenever I try and load a page I am redirected here; 62.6.38.125/index.html (BT Wholesale Service Information page)

Let me know how you get on
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Distinguished Sage
Distinguished Sage
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Message 3 of 11

Re: New Customer Connection Issues

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Moderator
Moderator
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Message 4 of 11

Re: Disgraceful BT infinity installation delays

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Hi @Sam92,

 

Welcome to the community forum. 

 

I'm sorry that the activation of your Infinity service has been delayed. I'll be able to take a look at what is happening with your order. Please can you send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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Sam92
Beginner
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Message 5 of 11

Re: New Customer Connection Issues

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Hello, unfortunately I cannot see any link on your profile please can you provide this again
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Distinguished Sage
Distinguished Sage
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Message 6 of 11

Re: New Customer Connection Issues

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@Sam92 wrote:
Hello, unfortunately I cannot see any link on your profile please can you provide this again
 
 
About
Moderation Team Email Address: Please fill out this "contact us" form
 
**Click here to contact the mods

 

 

 

You need to be logged in and viewing the full site, not the mobile version to see the link.

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Sam92
Beginner
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Message 7 of 11

Re: New Customer Connection Issues

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Thanks, I was on mobile and couldn't see, have sent an enquiry now.

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Distinguished Sage
Distinguished Sage
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Message 8 of 11

Re: New Customer Connection Issues

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@Sam92 wrote:

Thanks, I was on mobile and couldn't see, have sent an enquiry now.


I thought that may be the case Smiley Wink

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Sam92
Beginner
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Message 9 of 11

Re: New Customer Connection Issues

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Engineer came to my propert today but unfortunately could not fix this fault as everything running perfect from a test perspective, internet still not working and loading same bt wholesale page up.
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YourEIN
Aspiring Contributor
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Message 10 of 11

Re: New Customer Connection Issues

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Hi,

 

AS per a 'Webby' statement from another thread with this issue...

 

This is a RAS issue.  The curcuit needs to be rebuilt.

 

 

Please contact a Mod on this forum to have this done.  Calling a BT call centre will likely be fruitless as they would need to communicate this to Openreach or to BTWholesale.

===========================================

1. Is hub in the right 'hole'? If you have a '2-hole' socket, put the ADSL cable into the small square hole...
2. Make sure you are connecting to the correct 'SSID' e.g. BTHub6-1234
3. If you 'work from home', use a business line, not a residential line.
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