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Distinguished Sage
Distinguished Sage
722 Views
Message 11 of 27

Re: BT Infinity repeatedly dropping connection, and is extremely slow.

You have not replied to a moderators post, you have replied to a post that a moderator has posted on. There is a difference. You can not contact the moderators. See this link.

 

https://community.bt.com/t5/Announcements-Terms/Change-of-Mods-Contact-Us-link/td-p/931648

 

Good luck with your problem. I hope you get it sorted soon.

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Beginner
717 Views
Message 12 of 27

Re: BT Infinity repeatedly dropping connection, and is extremely slow.

Semantics. I replied to a moderator's response to a post. If this board is worth the space it takes up on a server then the moderator in question should receive an alert.
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Beginner
715 Views
Message 13 of 27

Re: BT Infinity repeatedly dropping connection, and is extremely slow.

From the link supplied...

"...please note the mods will still be reading every single post on the forum so if you need help from us, we will identify this and make our contact link available."
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Distinguished Sage
Distinguished Sage
708 Views
Message 14 of 27

Re: BT Infinity repeatedly dropping connection, and is extremely slow.

If you want to get into a debate about what is on the link you missed this part

 

 As a team we feel that this is defeating  the purpose of the forum as we find that our email contact is being abused slightly as a direct route for customer facing issues instead of the customer first posting on the forum and allowing the community to help, we are by no means refusing help to anyone but we are trying to give the community more of a chance to help with customer queries before filling out our contact link. 

 

but in my opinion none of this is helping your problem.

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Moderator
Moderator
703 Views
Message 15 of 27

Re: BT Infinity repeatedly dropping connection, and is extremely slow.

Hi Guys 

 

Please keep it friendly.  

 

@snowglobe if you have a complaint you can contact me on the contact the mods link shown in my forum profile however if an engineer is required we do need you to agree to a possible engineer charge should the engineer find fault with your own wiring or equipment. If the fault is on our network no charges are applicable. 

 

This Link clearly explains when charges are applicable for engineering visits.

 

Thanks

 

Neil

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Beginner
701 Views
Message 16 of 27

Re: BT Infinity repeatedly dropping connection, and is extremely slow.

No, the @btcare team are (supposedly) now dealing with it.
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Highlighted
Beginner
699 Views
Message 17 of 27

Re: BT Infinity repeatedly dropping connection, and is extremely slow.

NeilD, thank you. I shall investigate the link you have given me.
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Highlighted
Aspiring Contributor
651 Views
Message 18 of 27

Re: BT Infinity repeatedly dropping connection, and is extremely slow.

Thanks Neil, I have emailed the mods.  Here is the speed test information:

 

Download speed - 2.01Mbps
Upload speed - 0.71Mbps
Ping Latency - 38.88

 

It's obviously very slow and any help woud be appreciated as I was expecting faster when I signed up!  When it was first connected it was fantastic, but now its awful.  My brother has Tesco broadband not even fibreoptic to the box and its much faster, it's quite embarassing.

 

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Highlighted
Aspiring Contributor
631 Views
Message 19 of 27

Re: BT Infinity repeatedly dropping connection, and is extremely slow.

Quick update. Had a phone call from the service team to see if it's any better tonight when I get home from work. Not holding my breath though!
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Highlighted
Aspiring Contributor
621 Views
Message 20 of 27

Re: BT Infinity repeatedly dropping connection, and is extremely slow.

Ok so i've just got home from work and ran a speed test through a wired connection, results:

 

Surely the connection should be better than this, maximum possible 1.9mb?!?!

 

Screen Shot 2014-01-28 at 18.29.38.png

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