BT Infinity Activated Today

Hello

I'm hoping someone here can help as BT are just muppets, really should've known better after all these years.

Basically, I signed up for Infinity Package 2 and received the email yesterday to say it's now active. I plugged in the Home Hub 5 and it wasn't receiving a broadband signal as the broadband icon was lit bright red. The hub has an orange glow as well.

Spoken with BT about this and they are planning on sending out an engineer on Friday which is just absurd (3 days to get an engineer out). I've been trying to see if I can fix it myself.

According to the troubleshooting guide, a red B icon indicates you're trying to login with the wrong username and password but that isn't the issue as I haven't touched the standard one (@btbroaband etc).

The router is showing an orange glow as well which suggests "something is wrong" very helpful I know...

Any ideas if I need to do something or have missed something on setting up or otherwise did anyone else have this problem when they first got infinity?

If it helps I've had this line for 20 years and broadband for 10 years. This is the first issue I've had and it started as soon as they disconnected my existing ADSL and put infinity on instead.

BT phone support are of course worthless.

Is the router reporting Infinity connection type speeds?
http://bt.custhelp.com/app/answers/detail/a_id/46981...

the router doesn't report anything. it doesn't even "Connect" to the network. Trying to access any webpage while connected to the router brings up only the setup page.

You don't need to authenticate to get ADSL or VDSL connection speed data.

If no connection speed then its not authentication but a simple not plugged in at the other end assuming you have the cables plugged in correctly

This is what the Home Hub 5 shows under "Broadband" tab.

Line state: Connected
Data Transmitted/Received: 0.1 MB / 0.1 MB
Downstream: 0 bytes
Upstream: 0 bytes

Is this what you're referring to?

http://bt.custhelp.com/app/answers/detail/a_id/46981

To do this:
Open the web browser on a computer or device connected to your Hub and go to http://bthomehub.home to open the Hub Manager

Enter the admin password. Unless you've previously changed it, you'll find the default password on your Hub settings card on the back of your Hub. If you have changed it and now forgotten it, you can use the password override feature to set up a new password\

Select Troubleshooting from the menu bar at the top of the page. Then click Helpdesk

You will need to enter your password to continue, then click OK

Your connection speed is the second number listed under Bandwidth. The speed is given in Kbps (kilobits per second).

Take a note of this number if you are going to try to make any changes that might affect your broadband speed

3. Firmware version: Software version 4.7.5.1.83.8.173.1.4 (Type A) Last updated Unknown
4. Board version: BT Hub 5A
5. ADSL uptime: 0 days, 00:22:15
6. Bandwidth: 1063 / 7507
7. Data sent/received: 0.0 MB / 0.0 MB
8. Broadband username: [email protected]

That's what it shows.

Which looks like ADSL2+ type speeds, so possibly not switched to Infinity yet

According to BT, the open reach engineer claims to have successfully connected and tested the customer's connection before shooting off.

Even if it's only ADSL2, how would that explain the issue of not being able to connect to BT (homehub shows disconnectd at all times) and receiving no internet signal or worse, why is the red broadband icon on indicating an issue with the username/password?

Openreach engineer? Did one set it all up, or are you referring to someone on the phone at BT.

What was your speed estimate for the Infinity service?

Definitely not fibre.On my homehub it shows
4. Board version: BT Hub 5A
5. VDSL uptime: 1 days, 11:45:17
It looks like still an adsl connection.My personal experience of switching from Sky fibre to BT was similar because the router had the orange glow with the red flashing broadband icon.
It was basically just a case of the line had not been switched over and the username/password was rejected because Sky still had the line and the username was wrong coming from the BT hub

nope, one of those "self-install" jobs. They delivered the router and I'm supposed to just plug it into the filter and then the socket.

But BT phone support claim that the engineer who installed it tested it to make sure it was working at the "PCP" whatever that is.

My speed estimate was the full 78mpbs

Strange you should mention this...

I was with Sky broadband (8mb) and switched to BT infinity. Sky broadband definitely doesn't work anymore, tried plugging in the old router but now the BT infinity service doesn't work either.

PCP means the green street cabinet, and they may have tested it, but could have installed and tested on the wrong line

Mine was exactly the same
I plugged the sky hub back in and no joy then the Homehub and stll no joy
Now BT being wonderful souls also forgot to send any kind of paperwork and the hub showed disconnected with no username or pass installed.I manually put in the user and pressed connect and it worked.
I don't think that will help you much though as the changeover to fibre doesn't seem to have taken place in your case

It might work as one of the fault's being reported is a red B icon on the hub, and according to troubleshooting this has only one cause: wrong username and password.

What username did you put it in that worked?

But in that case would I still have a broadband installed light show up on the router? I plugged in my old O2 router that was being used for the skybroadband just now and it shows a Green light for broadband connection, but nothing for internet.

That to me, means that the line has broadband on it, it just isn't connected to a network i.e. via username and password

This one......
[email protected]

In reply to a post by TheCouchPotato:

nope, one of those "self-install" jobs.

Infinity 2 is not self-install. An engineer installs it in your house.

They delivered the router

Who delivered it - the engineer?

and I'm supposed to just plug it into the filter and then the socket.

That's what you do for self install - Infinity 1 or ADSL

But BT phone support claim that the engineer who installed it tested it to make sure it was working at the "PCP" whatever that is.

That's the green roadside phone cabinet

My speed estimate was the full 78mpbs

Yes, that's for Infinity 2, which you don't have. You have ADSL.

Edited by deleted (Thu 03-Apr-14 00:09:08)

It's the 2nd Infinity Package. It's called Infinity 1 but it's unlimited. Sorry for the confusion.

The max speed the line could handle was 76Mbps though I've gone for the 38Mbps.

The router was delivered by a courier, never saw or heard from the engineer.

So...have I done something wrong?

I don't believe you have done anything wrong as the package that you have selected is self install.
The BT website says the connection can go active up to midnight on day of install but as that has passed I would say that they have made a mistake

Thanks for sorting that bit of confusion out. Ok, Infinity 1 is self install and everything you did was 100% correct. It does indeed sound like the wrong line was converted to Infinity by the engineer because you are still connected to ADSL not VDSL. If you tell the helpdesk that the Homehub says ADSL where it should say VDSL, they will have to arrange a BT engineer to come and fix it.

If they refuse, ask for help using this form: https://bt.custhelp.com/app/contact_email/c/4950

Edited by deleted (Thu 03-Apr-14 00:23:41)

ok thanks guys, it seems like I have no choice but to wait for BT to sort it out (always a nightmare).

I will report back when I know more.

Of that works you would only be getting adsl speeds still

Bt kit works that it is sent out preconfigured or uses remote config systems to set you up.

Who were you with before, and what happens if you plug that router back in?

Edit - with the login details it has for your previous connection.

Edited by RobertoS (Thu 03-Apr-14 10:52:53)

Correct - that is exactly what you have.
As for whose kit it is plugged into we don't know.

Has the telephone service definitely moved to BT now?

Edited by MrSaffron (Thu 03-Apr-14 11:26:46)

Would appear to have been Sky

D'oh!

Spoken with BT about this and they are planning on sending out an engineer on Friday which is just absurd (3 days to get an engineer out). I've been trying to see if I can fix it myself.

Yes, but having read through the thread, I'd say you are going to need an engineer to fix it. My guess, they have naffed it up at the cabinet. Connected wrongly, or to the wrong port. Have you checked to see if you are receiving the right telephone number ?