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Beginner
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Message 1 of 11

BT infinity speeds / ping / connections...

Hi.

 

can I ask for help/ suggestions on these issues which I seem to be having with my new BT infinity 2.

 

I have switched to infinity on the 26 oct 12, as I was having lots of speed problems and connection issues with AOL broadband.

 

when I applied I was offered 45.4 up and 20 down (brilliant).  After the engineer had been, it was read at 55 mbs up and 20 odd up(fantastic!!).  10 days of settling in and I am now at 15-19.5 up and 4 down, with a ping of nearly 100ms.

 

having spoken to fellow BT customers, its seems this is nowhere near the norm. So I raised an incident online through BT.  A few days passed and my phone line began crackling.  I was told there was a fault on my line via email. A few days later after an emergency priority engineer call out. I was told my Internet and line was fixed... 

 

needless to say my phone line is still crackling (intermittently).  My ping is still 80 ish. My DL speeds are still sub 20 (which I can live with, as who actually gets the speeds promised!!!)  but the ping is TWICE that of AOL BB, which has shocked me.

 

i have done all the usual things, power-cycled the modem and hub etc. it's a new hub (obviously) my Profile seems to be 19.5.

 

thanks in advance..

 

Leigh

 

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10 REPLIES 10
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Distinguished Expert
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Message 2 of 11

Re: BT infinity speeds / ping / connections...

you still have a line fault
report it as the phone should be silent
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Highlighted
Beginner
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Message 3 of 11

Re: BT infinity speeds / ping / connections...

Ok, will do! Thx

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Highlighted
Beginner
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Message 4 of 11

Re: BT infinity speeds / ping / connections...

My tests keep keeps coming back with "we can not detect a fault on your line" but it's defiantly crackling. So I have recorded the noise. I'll try to report a fault but I am going to be annoyed if I get billed for the call out.

 

my Internet has now dropped to 12meg... ping varies from 60 -120.!!!

 

Man I wish there was a magic BT wand...

 

not a happy frog. Cat Sad

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Distinguished Sage
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Message 5 of 11

Re: BT infinity speeds / ping / connections...

you need to call BT Faults on 151 when you speak to them play your recording to them
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Beginner
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Message 6 of 11

Re: BT infinity speeds / ping / connections...

Many thanks, I will do.

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Highlighted
Beginner
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Message 7 of 11

Re: BT infinity speeds / ping / connections...

So, thought I would write a quick update. Had a total of 5 engineers out to my phone line. Three came in one day...

The first of these three completely stripped out my wiring and replaced it all from where it arrives at my property to the master socket, now about 3 meters!
He went up the poles and went to the cabinet, cleaned all the connections - he really went to town. He reverse tested my line and found an open feedback fault (I think that is what he said) and said it would need to be a "manhole" engineer to fix it...

2 other engineered came the same day, to test the phone line presumably on the same job, and said the phone line was fine.... I agreed, they left... And closed the job OMG...

Picked up the phone this morning and there is STILL a fault on it....still crackling...

Anyway my Internet is now 4mb/s download and 0.4mb/s upload. Not back for Superfast BT infinity 2.

I imagine my IP profile will auto reset again in a few days time. But to be honest. I'm not holding out much hope.

I was with another provider for years at 3mps download and only paying £7. Now I pay £28 for the same.
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Beginner
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Message 8 of 11

Re: BT infinity speeds / ping / connections...

so three days have passed. still sub 5mp/s DL with 0.24 UL.

 

i ran a BT wholesale test today and got this as a comment at the bottom

 

The test result has indicated that you should contact your ISP for further
assistance.

 

ill wait till 5 days have passed then "power cycle" if after that im still getting poor speeds, i may well cancel my direct debit... because nothing seems to be getting done.

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Distinguished Sage
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Message 9 of 11

Re: BT infinity speeds / ping / connections...

 


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

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Beginner
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Message 10 of 11

Re: BT infinity speeds / ping / connections...

Thanks john,

 

i understand that the BT overwatch isn't here, I think it makes it better place if i am honest - otherwise we would all be told to look at our Terms Of Agreement...

 

ill send them an email.

 

again, many thanks

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