75mb to 3mb... Just installed and its pants!

[marbusmaj]

Service return at 3 am, this morning still back at full speed 74.03 /16MB hope it will stay like this. Upton park exchange E6

[lelboy]

Same here in Beckton, but all's well now - back to 60ishDL.

I was going to ring BT for an update, but they rang me, although the conversation was a waste of time.

The guy started to tell me that there would be checks made, and that an engineer visit was likely: it took me quite a while to persuade him that the BB was fine now!

I repeatedly asked him what the problem had been - and told him that many other BT customers were affected - but he wouldn't/couldn't give me an answer. BT staff - especially if they call you - should be up to date with issues, and not just waffle.

When these things happen I really think BT should keep us in the loop - and let us know just what "our" problem is/was. Cheers, Les.

[lelboy]

Same here. Checked @ 12 noon and back to normal. If BT would just explain clearly to us, when we report a fault - just what the likely problem/outcome is, then I think many of us would be a lot happier than when we are just given vague waffle.

[Colin_London]

Well just after I posted at 9ish this morning my connection died and my phone line descended into hissing noise. This was indeed a line problem, and the real reason for my DLM collapse earlier.

Since then I have had a really positive experience - phoned BT and despite getting through to India spoke to a call centre worker who recognised that I knew what I was talking about, and agreed to send out a specialist Broadband engineer straight away. Amazingly the appointment was made for just 3 hours later at 1pm.

Engineer turned up on time and was more than helpful - he kept at it until the problem was resolved - it was a recurrence of a previous problem that a previous BT engineer had bodged (junction between drop wire and wall cable had filled with water and the connection had failed).

So now have Infinity working at 56 Mbps down / 15 Mbps up (near enough what was estimated) and a clear phone line. That is what I call service!

[sjtp]

Excellent.  Several posts today praising BT service, including India.  I had already posted a similar good experience when I needed them a month ago.

[john46]

That's a great response time glad it is now sorted

[55brianb]

@leboy Mine's more or less back to normal too - u/l and d/l both slightly down on what they were before the problem.

The thing that comes out of this whole episode, at least for me, is BT's silence regarding the entire issue. If they had let users, or should I say customers know there was a problem, I for one would have been a lot happier in the knowledge that it wasn't something at my end and was something they were aware of and presumably investigating/fixing.

As it was, I spent hours yesterday trying my connection, checking this and that, monitoring this forum and the BT status page (what the hell's THAT for if they can't be bothered to use it) and speaking to someone in India, who, with the greatest respect, couldn't quite speak English, apart from reading her script and referring to me by name almost every other word. All of this was totally unnecessary and a complete waste of my time.

One announcement on their status page would have avoided this all, not just for me, but for most of the people on this forum who had the same problem.

Come on BT, treat your customers with a bit more respect and keep them informed, or you may find you have fewer of them.

[marbusmaj]

Mine was same and it was up and down for 2 days then it turn to normal and today Friday 10th The download speed is fine but my up speed has gone from 16MB to 230k, BT speed test fails on the up speed test.

I rang BT and of course got through to India the lady I couldn't understand her I just give up. I logged the fault on line when it first started, but when I phoned BT they thought it was my homehub so they sent me a new one. Of course it wasn't as the service return and I had one day of good service. and now today it the upspeed that messing up.