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Ordered Infinity last week, previously already with BT Broadband. Fibre package was due to activate on Monday 16th Nov, we've been away on holiday and returned today to find the HH5 has been delivered. So connected it all up and switched on. Hub started up and went to a blue light bar for about ten seconds then turned orange and there is a red flashing 'b' on the silver bar now. Restarted it a few times after checking it was connected up properly but still no joy.
We have a filtered faceplate which was used with my previous ADSL broadband with BT, not using microfilmers so I take it a filtered faceplate is OK? The faceplate has 'ADSL V1.0' on it. I've connected the LAN cable from the main PC to one of the yellow sockets on the back rather than the red WAN one, pretty sure that is correct as its FTTC and not FTTH?
Also, just noticed we have no dial tone on the phones in the house. Strange. Sounds like something somewhere is amiss? I've done the online fault reporting thing via my phones 3G internet access and they are apparently going to contact me having given me a fault reference number. Rather annoyed, was hoping to be up and running in jig time once we got home from hols today!!
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*UPDATE*
Phoned BT help and ended up speaking to a guy in a call centre who was incredibly difficult to understand . He said that he would pass on the details to an engineer and if they didn't contact me further then the fault would be fixed by the 25th of November. He also advised that there would be a fee to be paid of £129! What's that all about? It's obviously an issue caused by BT and not a fault within my property as the ADSL broadband was working fine on Monday morning before the FTTC was activated. We went on holiday and returned on Friday, plugged in the router and found we had no dial tone and no internet access so its clearly nothing we have done! No way I'm accepting having to pay £129 as a fee!
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You won't have to pay anything, its just an advisory they have to give just in case the fault resolution is chargeable. It's almost definitely an issue at the cabinet.
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They really need to get onto the call centre trainers to make that sort of thing clearer, but unfortunately a charge like that is needed when some people report a fault for almost every resync they have.
In the original posters case sounds very like a problem at the cabinet and one presumes the original ADSL modem was not connecting either when they got home.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Ah, right. I see! The guys words after he said an engineer would call were 'and there WILL be a charge of £129 for this', rather than MAY be a charge.
And yes - when we got home yesterday the old HH4 wasnt connected and was flashing a red light. I take it that the faceplate filter I used with my previous normal ADSL BT broadband OK to use with the HH5 and fibre broadband? I keep reading posts about people having a new filtered faceplate fitted by the engineer, something to do with VDSL? Will my current one be compatible?
Nothing back yet from BT.
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It's OK as it is
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I had a new faceplate fitted when I went from BT ADSL to Infinity. Engineer who visited fitted it and connected up the HH5 and it worked straight away.
BT Infinity 2 43mbs down 9mbs up
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That will be because they did the work at the street cabinet before coming to your house, in this case the most likely scenario is that the person doing the cabinet work has messed up when making the changes needed at the green phone cabinet
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Is it any wonder those of us with a stable connection leave well alone?
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I know this is a bit like 'how long is a piece of string' but does anyone know what the likely timescales are for these type of faults to be rectified? Guy on phone simply said he would pass on all my info to an engineer and they will endeavour to fix it by next Wednesday. He said BT would only contact us if they required access to our property to check something inside the house and that if we heard nothing further from them we would hopefully have a resolution to it by the Wednesday. Is it likely that someone would be tasked with looking at the issue today or tomorrow, given that I contacted them yesterday or do things not work quite as quickly as that?!!
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Do you get dial tone if you remove the hh5
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Preferably also removing the filtered faceplate and using the test socket.
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59997/15142kbps @ 600m. - BQM
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No dial tone, nothing at all. I've taken the filtered faceplate off and plugged the router directly into the test socket using a spare old microfilter I had and it makes no difference either. I've also plugged the phone line into the test socket without the router plugged in and there is still no dial tone.
Edited by deleted (Sat 21-Nov-15 17:04:42)
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There is therefore a remote possibility that you have carried out conclusive tests that you do not have a connection. Getting help-line staff to agree is not always easy.
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59997/15142kbps @ 600m. - BQM
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Going by my experience you are looking at three weeks. My internet connection with sky went down on 2nd November, the day before I was due to switch to BT Infinity. Took lots of email, text messages & phone calls and some digging just down the road from my house before problem sorted on Friday 21st. BT never seem to be in a hurry sort these jobs.
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Going by my experience you are looking at three weeks... BT never seem to be in a hurry sort these jobs.
No hurry! There's no punitive compensation penalty - as there used to be. In the past, and in recompense for three weeks' outage, you'd have got seven months' free line rental; worth £125 today. A valuable motivator to get things fixed and fast. Now you're lucky to get a tenner out of them. And with many linesmen on piece-rate - and desperate to reach their next job - the fault can often persist. Either missed altogether or bodged temporarily.
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**UPDATE** on my BT Infinity problem. Engineer appeared today and needed access to the house to set up a 'tone' into the master socket. Then nipped down the road to the cabinet to see what the score was. Turned out that when the previous engineer had went to the cabinet to connect me up, there is a part of the process they always do last which is to test it all, after the test equipment is connected they are supposed to connect you back up within the cabinet. Guy who initially did this had forgotten to connect the wires up at the end.
So now I'm sorted, phone/landline is back working again too. I'm on Infinity 1 as the max speed they said we could expect was 35Mb. Just ran a speedtest and got 38.9Mb/s D/L and 6.14Mb/s UL.
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That's good news. Enjoy!
The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59997/15142kbps @ 600m. - BQM
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What are the key line stats? Atten, SNR and sync?
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
M H C
taurus excreta cerebrum vincit
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What are the key line stats? Atten, SNR and sync?
I'll have a look in my HH5 settings and post back. Engineer was a nice chap, quite happy to chat away about the setup. He said I was about 1100 metres away from the cabinet (or was that exchange? I can't remember) and that our street was up until a month ago 'EO'. He mentioned something about there being a 'distribution point' right outside our property.
He also guessed that when I ordered fibre I opted for 'self install' rather than an engineer install. I did. He said out of every 100 or so 'self installs' about half of them have problems and require a visit from an engineer.
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If you were EO then, in most cases, cabinet and exchange distances are very similar. They often just install a cabinet in the grounds of the exchange.
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M H C
taurus excreta cerebrum vincit
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That would make sense - the cabinet being in or near the exchange as the Sam Knows exchange mapping tool shows I'm 1013 metres away from the local exchange.
My stats at the moment after @4 hours uptime are as follows:-
3. Firmware version: v0.07.03.0814-BT (Type B) Last updated [Unknown]
4. Board version: 01
5. VDSL uptime: 0 days, 04:23:40
6. Data Rate: 6331 / 39973
7. Maximum Data Rate: 6414 / 51776
8. Noise Margin: 6.2 / 11.9
9. Line Attenuation: 0.0 / 25.5
10. Signal Attenuation: 0.0 / 0.0
11. Data sent/received: 58.9 MB / 2.2 GB
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Looks reasonable for speed and attenuation although I might guess that the line is a little shorter.
You have plenty of spare noise margin and speed so that as others are installed cross talk will affect the line however your downstream sync may not drop.
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M H C
taurus excreta cerebrum vincit
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Cool, cheers!
Why does Signal Att etc show as zero?
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Upstream often are - it depends on whether the cabinet sends that data back to the modem and the modem reads it correctly and ten inserts it in the correct location.
The signal down - don't know. Could be a firmware bug! Foe example there certainly are some on the HG612 GUI - Telnet stats are fine whereas GUI stats are out by one line and one is repeated!
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M H C
taurus excreta cerebrum vincit
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Cool, cheers!
Why does Signal Att etc show as zero? It's a bug in the HH5B firmware. Many Broadcom-based modems have the same bug so probably in the reference firmware.
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