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not-a-happy-man
Beginner
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Message 1 of 22

Appalled at BT lack of customer care. BT infinity = 12Mb (ADSL2 was 5). Neighbors have same issue

OK 

So we've gone through the DLM period and what a suprise, the speed has remained unchanged. 12 down, 1.2 up.

 

This was a brand new openreach install of fibre cabinets, (Herstmonceux exchange). Nearest street cabinet is 1 mile away from home. Then it goes to a mix of overhead copper and underground section.

 

Prior to this, ADSL2 was only 5Mb anyhow! 

 

"HELP" online live chat is anything but. I seem to be connected to someone now who is genuinely listening. But this is my 3rd try.

 

Why a street cabinet was not put nearer to the centre is beyond belief. If the ADSL was rubbish due to bad wiring, then it is wasted by putting in fibre. I genuinely thought that something was being done about that at the same time! Stupid me.

 

So, unless BT pull their finger out and get this sorted, I will have to cancel. There's just no point paying for something that is nowhere near the 23 they stated, and even if it was, 23 is poor compared to the possible 76!

 

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21 REPLIES 21
Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,111 Views
Message 2 of 22

Re: Appalled at BT lack of customer care. BT infinity = 12Mb (ADSL2 was 5). Neighbors have same issu

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

Then, if you have a Home Hub 5, please display the connection speed by following the instructions on this page.
 
Check your connection speed for the Home Hub 5
 
Could you please post the results from the BT Speedtester, including the further diagnostics.
 
BT Wholesale Speedtester
 
What did BT estimate your speed when you placed your order?

 

Cancelling would cost you a lot of money unless you can prove that BT are not supplying within the promised range.

 

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not-a-happy-man
Beginner
1,099 Views
Message 3 of 22

Re: Appalled at BT lack of customer care. BT infinity = 12Mb (ADSL2 was 5). Neighbors have same issu

DSL Line Status
Connection Information
Line state:Connected
Connection time:0 days, 00:43:34
Downstream:12.84 Mbps
Upstream:1.216 Mbps

 

 

 

FTTC Range A (Clean)27.11853.2--Available
FTTC Range B (Impacted)20.69.84.61.3--Available
WBC ADSL 2+Up to 3--2.5 to 6.5Available

This line has jumpers in place.

For FTTC Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.

 

BT results _ Connection speed 13.1, download 12.4, up 1.14 "Good news! Your download speed is close to your connection speed"....

 

Was told min 18 - 23 when ordered. So cancelling certainly won't be at my cost!

 

Live help are organising tests / engineer as I type. I will keep this post updated.

 

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imjolly
Distinguished Sage
Distinguished Sage
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Message 4 of 22

Re: Appalled at BT lack of customer care. BT infinity = 12Mb (ADSL2 was 5). Neighbors have same issu

can you post the stats 1-12 from troubleshooting/helpdesk

 

was this self install ?are you using the test socket with a filter?

 

there is no cooling off period after activation

 

what was minimum guaranteed speed BT quoted?



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Keith_Beddoe
Distinguished Sage
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Message 5 of 22

Re: Appalled at BT lack of customer care. BT infinity = 12Mb (ADSL2 was 5). Neighbors have same issu

To determine what is going one, we really need the full connection information from the home hub 5, which includes the maximum attainable rate, line loss, and noise margin.

 

Also you need to connect thing up as shown below, to eliminate any internal wiring issues.

 

Image1.jpg

 

You are a long distance from the cabinet, so you are not going to get very good speeds.

 

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not-a-happy-man
Beginner
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Message 6 of 22

Re: Appalled at BT lack of customer care. BT infinity = 12Mb (ADSL2 was 5). Neighbors have same issu

Test socket with filter was used for all the quoted results. Was sold 18 minimum which tbh is rubbish ! 

There is a 30 day period where if BT cannot provide the speed minimum then the contract is let.

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mistymoo22
Beginner
1,054 Views
Message 7 of 22

Re: Appalled at BT lack of customer care. BT infinity = 12Mb (ADSL2 was 5). Neighbors have same issu

customer care is a joke  mate still waiting for my order to be set up 2 months and counting,still the bull they keep feeding me is consistant 

 

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imjolly
Distinguished Sage
Distinguished Sage
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Message 8 of 22

Re: Appalled at BT lack of customer care. BT infinity = 12Mb (ADSL2 was 5). Neighbors have same issu

18mb is lowest speed on checker but BT's email they send normally quotes a lower guaranteed connection speed as dslchecker are just estimates

 

this gives an idea based on distance from cabinet. 

 

original.png



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not-a-happy-man
Beginner
1,048 Views
Message 9 of 22

Re: Appalled at BT lack of customer care. BT infinity = 12Mb (ADSL2 was 5). Neighbors have same issu

Down Rate=13144000Kbps, Up Rate=1245000Kbps; SNR Margin Down=6.2dB, Up=6.3dB

 

been pretty static SNR on WAN

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not-a-happy-man
Beginner
1,045 Views
Message 10 of 22

Re: Appalled at BT lack of customer care. BT infinity = 12Mb (ADSL2 was 5). Neighbors have same issu

It's just a shame that three new cabs were put in and the nearest is 0.5 mile to the village, and then reverts to copper, which was known to be poor from the previous ADSL

 

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