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Contributor
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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'.

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Distinguished Sage
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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.
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Contributor
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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?

 

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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
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Contributor
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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?

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Contributor
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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 ...

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Distinguished Sage
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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.
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Contributor
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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?

 

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Distinguished Sage
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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.
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Aspiring Contributor
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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.
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