BT Infinity, new installs and problems.

Vanhishikha

Vanhishikha

Vanhishikha

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Joined
22 Aug 2011
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240
I was told that this 'wasn't' a problem on the BT Infinity end of things in the FTTC thread, but I'm not entirely sure what it could be.

I got BT Infinity installed on the 8th, the installation didn't go that smoothly, but ah well, it's installed regardless.

Now, every so often the internet will disconnect, remain off for a few minutes and then re-initiate itself.

This happened 3-4 times on Tuesday, has been fine for the past 1 day 17 hours and then it's happened twice tonight, I'm really confused as to what's causing this.

Is it dodgy hardware, is my line trying to stable itself, is my line a bit dodgy?

If the hardware is bad then, I don't mind buying a new router and replacing the HH3, that's no big deal.
 
What kind of problems did you have on install? Are you on a wired on wireless connection?

BT officially say that there is a 10 day stabilisation period from the time of install so if this kind of stuff is still happening after the 18th then you should ring up support.

Hope this helps.
 
KIA said:
Where is it disconnecting?

Client? Router? Modem?
Click to expand...

From what I can see, it disconnects at the HH3, the Internet light goes from blue -> orange.

I'm not sure if the modem disconnects as well, as from what I can see all the lights are still green or whatever.

Mana said:
What kind of problems did you have on install? Are you on a wired on wireless connection?

BT officially say that there is a 10 day stabilisation period from the time of install so if this kind of stuff is still happening after the 18th then you should ring up support.

Hope this helps.
Click to expand...

The problems during install were the following:

  • The engineer couldn't find the master sokcet, as according to him there has never been an active phone line here. But that was settled and resolved.
  • He had to wire the connection all the way from the initial socket to another socket to where we wanted the internet installing because that was the closest place with a plug socket (maybe we lost some speed or connectivity there also.)
  • He was outside for 25-30 minutes and then when he returned he said that there was a fault with our wiring to this house unmderground and a underground engineer would have to go down there, check it out and fix it.

I am also on a wireless connection, because the internet is shared between others in the house as we are students here and this is a rented house and what not, me being the most qualified within the computing Area, the tenant oversaw me as the person to overlook anything technical, etc.

So, should I just wait until the 18th and then if bad things, report to the landlord and have him phone up BT and ask them to see what the problem is?
 
Sounds like the router is losing its layer 3 connection to the web, but I'm not 100% how the HH3 works in comparison to normal routers and what the lights mean.

It clearly shouldn't be disconnecting, however if you call BT you'll get fobbed off till after the 10 day cooling off period I'm afraid, unless of course you get through to someone confident. Is there nothing in the HH3 documentation that suggests what the lights you're getting actually mean?
 
MilanoChris said:
Sounds like the router is losing its layer 3 connection to the web, but I'm not 100% how the HH3 works in comparison to normal routers and what the lights mean.

It clearly shouldn't be disconnecting, however if you call BT you'll get fobbed off till after the 10 day cooling off period I'm afraid, unless of course you get through to someone confident. Is there nothing in the HH3 documentation that suggests what the lights you're getting actually mean?
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If the Internet light is "yellow/red" it just simply means you have no connection.

This is quoted from the BT help website:

The Broadband light is flashing orange/purple
This happens when your Hub is establishing the fastest, most reliable connection for your broadband line.
If the Broadband light occasionally flashes orange/purple between periods of steady blue, please wait until it glows a steady blue. This can take up to 24 hours.
If you're new to BT Broadband then you need to know that we'll be remotely testing your line for ten days after your activation. So you may notice your Broadband light occasionally goes off and then flashes, interrupting your broadband service. This is normal and things should settle down after ten days.
If your Broadband light is constantly flashing orange/purple, please try restarting your Hub by pressing and releasing the Restart button on the back of the Hub.
If your Hub is not connected by a red Ethernet cable to an Openreach modem then
Check that any extension socket you may be using has a broadband filter fitted.
If you are using an extension lead or extension socket, plug the broadband filter and Hub directly into the main phone socket.
Unplug any other telephone devices (such as telephones, fax machines, digital TV boxes etc.), leaving only your Hub and its broadband filter.
If the Broadband light is now a steady blue, it's either your home wiring or a broadband filter that might be faulty. Reconnect each broadband filter and telephone in turn, checking the Broadband light, to find out if one of them is faulty. Also make sure that every device in use is using a broadband filter.
If your Broadband light continues to flash, there may be a fault or interference on your line. Contact us for technical support.
Click to expand...
 
MilanoChris said:
Try giving them a call and see if they suggest anything.
Click to expand...

This caught my eye:

If you're new to BT Broadband then you need to know that we'll be remotely testing your line for ten days after your activation. So you may notice your Broadband light occasionally goes off and then flashes, interrupting your broadband service. This is normal and things should settle down after ten days.
Click to expand...

If it's still dodgy after 10 days, then I'll definitely give them a call.

Thanks a lot man!
 
KIA said:
HH3 does ADSL as well.
Click to expand...

Oh :/, I see.

Well today 13th, I had a lot of interuptions, it was really annoying.

It happened around 6:30 - 8:30/9. It just disconnected, came back online for 2 minutes, reset and then was off for a good 2 or so hours.

This is quite tedious at times.
 
Vanhishikha said:
Oh :/, I see.

Well today 13th, I had a lot of interuptions, it was really annoying.

It happened around 6:30 - 8:30/9. It just disconnected, came back online for 2 minutes, reset and then was off for a good 2 or so hours.

This is quite tedious at times.
Click to expand...

I am having same issues here,frequent disconnections, hing pings,SNR up & down, also had at least six engineers out for line faults, etc.

BT customer service is useless, got so ****** off, I wrote to Ian Livingston, CEO,BT([email protected]) who appointed a peep from Executive Level Technical Complaints to deal with my problem.

Well, it's 58 days since I complained, many phone calls, & several mails later, we have made some progress, they authorised a 'Lift & Shift' (D Side Swap), the ul/dl increased from around 40/4 on a good day to 48/7 for a few days before gradually sinking back to it's old speed.
The frequent disconnections continued, even at 2am, sometimes several times a day, then nothing for a day or two, before returning with even more mischief like losing connection for a hour.

Using the BT kit the connection took several minutes to resync, but changing to my 2750n I've got it down to around 40 seconds now for a resync.

My patience finally ran out last week, when they offer to cap my connection to 40/2, despite being able to move me to closer pole on same cabinet, which would give me an estimated 64/14, so I escalated my complaint, & passed it over to Ofcom to resolve.
 
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MilanoChris said:
Have you called BT?
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Not yet, I was waiting until the 18th (10 day window). I was hoping it would stablise but that doesn't seem to be the case :/.

Nightglow said:
I am having same issues here,frequent disconnections, hing pings,SNR up & down, also had at least six engineers out for line faults, etc.

BT customer service is useless, got so ****** off, I wrote to Ian Livingston, CEO,BT([email protected]) who appointed a peep from Executive Level Technical Complaints to deal with my problem.

Well, it's 58 days since I complained, many phone calls, & several mails later, we have made some progress, they authorised a 'Lift & Shift' (D Side Swap), the ul/dl increased from around 40/4 on a good day to 48/7 for a few days before gradually sinking back to it's old speed.
The frequent disconnections continued, even at 2am, sometimes several times a day, then nothing for a day or two, before returning with even more mischief like losing connection for a hour.

Using the BT kit the connection took several minutes to resync, but changing to my 2750n I've got it down to around 40 seconds now for a resync.

My patience finally ran out last week, when they offer to cap my connection to 40/2, despite being able to move me to closer pole on same cabinet, which would give me an estimated 64/14, so I escalated my complaint, & passed it over to Ofcom to resolve.
Click to expand...

Oh my, that's not good. I'll give them a ring soon, most definitely.
 
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They will expect you to wait the full 10 days for the line to settle, before you can raise a complaint/ fault.

BT has even replaced my HH3 & modem, but I'm still having issues.
 
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