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ch
Aspiring Expert

on ‎31-08-2016 16h10

649 Views
Message 11 of 21

Re: BT Infinity 1 Speed - not getting what I used to

What magic words do I need to tell them to get an engineer to come out?

 

Last time I tried this (a couple of years ago, granted), they just said my speed was 'adequate'.

0 Ratings
Webby
Distinguished Sage

on ‎31-08-2016 16h13

646 Views
Message 12 of 21

Re: BT Infinity 1 Speed - not getting what I used to

Your connection speed is below the estimated A range for your line. Engineer required. No argument.
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’
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ch
Aspiring Expert

on ‎31-08-2016 16h16

643 Views
Message 13 of 21

Re: BT Infinity 1 Speed - not getting what I used to

Thanks.

 

Do I need to go through all the https://support.bt.com/fix/broadband nonsense and connect my HH5 again to get to the point where I can tell them about my problem?

 

0 Ratings
Interceptor121
Expert

on ‎31-08-2016 16h34

633 Views
Message 14 of 21

Re: BT Infinity 1 Speed - not getting what I used to

you can try not to however the operator will try to trouble shoot and ask you to reconnect the Hun. May as well do it yourself and avoid wasting more time
0 Ratings
ch
Aspiring Expert

on ‎31-08-2016 20h42

611 Views
Message 15 of 21

Re: BT Infinity 1 Speed - not getting what I used to

I finally navigated the 'report a fault' wizard which told me 'you have no faults'.

 

Live Chat seemed to be the only other option to communicate which isn't going well.

 

Apparently my "minimum guaranteed speed is 19 mbps" and I'm higher than that.

 

No sign of any willingness to deploy an engineer. His advice "Please unplug the router from the electrical socket and after some time,replug it".

 

Is there some way to get through to someone who may actually be able to understand my problem and help me get it fixed?

0 Ratings
ch
Aspiring Expert

‎31-08-2016 20h57 - edited ‎31-08-2016 21h07

602 Views
Message 16 of 21

Re: BT Infinity 1 Speed - not getting what I used to

Spoke to him on the phone as well. 

 

"As you are getting the minimum guarenteed speed of 19Mbps, there's nothing I can do for you"

 

Not terribly impressed ...

0 Ratings
Webby
Distinguished Sage

on ‎31-08-2016 21h22

585 Views
Message 17 of 21

Re: BT Infinity 1 Speed - not getting what I used to

The estimated range for your line has a lower speed of 35meg. Below that, you can have an engineer.
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’
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ch
Aspiring Expert

‎31-08-2016 21h25 - edited ‎31-08-2016 21h26

582 Views
Message 18 of 21

Re: BT Infinity 1 Speed - not getting what I used to

The guy was adament that there was nothing he could do. I mentioned an Engineer several times, and pointed out to him that the performance was below the estimated speeds.

 

He said he was sorry I "wasn't getting what I'd been promised", but as my "minimum speed was 19Mbps", there was "nothing he could do to help me".

 

I assume if they don't want to engage an engineer there's no other way for me to get one to come look at the issue? Is there a way I can escalate a complaint?

 

0 Ratings
Webby
Distinguished Sage

on ‎31-08-2016 21h47

567 Views
Message 19 of 21

Re: BT Infinity 1 Speed - not getting what I used to

Request speaking to a manager if you're refused an engineer. You can get one for being below the A range minimum for sure. People come on here every day and have engineer appointments booked.
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’
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DannyBhoyyy
Aspiring Contributor

on ‎01-09-2016 14h55

549 Views
Message 20 of 21

Re: BT Infinity 1 Speed - not getting what I used to

Is your openreach modem unlocked?? If not, it won't support G.inp and may be the reason why you are below 35mbps.
0 Ratings