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Markuz1965
Aspiring Contributor
324 Views
Message 1 of 6

Hello? Anyone out there?

Hi there.

I posted my problem on the forum because I was at the end of my tether with BT.

My original post was here:

http://community.bt.com/t5/BT-Infinity/Infinity-woes-Speeds-less-than-1Mb-s/m-p/369747/highlight/fal...

I was advised to contact the forum mods and did so on the 4th January giving full details of my problem. I was led to believe that it could take three days or so for a response. I finally received an email 5 days later (on the 9th) saying:

 

Hello,
Thanks for your email, I am sorry for this delay in replying.
I can see that my colleague in the technical helpdesk forwarded this case to a specialised technical management team for further assistance. You will be contacted back as soon as possible.
If however you don’t hear from them within the next couple of days do let me know so I can chase this up with them.
Best wishes

 

Since then... 9 days on from my initial post. Nothing.

No update. No assurance that ANYONE in BT was looking into this. Nada.

Are the forum mods superbusy? That I could understand but nobody has contacted me to let me know they'll get to me eventually. Have I been kicked into the long grass in the hope that I'll just shut-up? I had hopes for this forum to help or at least get in touch.

What a disappointment.

 

Mark

 

 

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5 REPLIES 5
ypt
Aspiring Expert
313 Views
Message 2 of 6

Re: Hello? Anyone out there?

Hi Mark,

 

Is your download profile still as good as it was?

 

If so have you tried powering down your router and modem, leaving off for about 5 minutes and reconnecting - it may not work but worth a try!

 

If no luck try the mods again, they don't normally leave you in mid air, I'm wondering if your email was perhaps after an indian conversation. There have been a couple of posts since Christmas where the mods haven't received a message from the forum - speaks volumes for the quality of BT Mail! (don't getme started on that!)

 

ggod luck

Michael

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Distinguished Guru
303 Views
Message 3 of 6

Re: Hello? Anyone out there?


@Markuz1965 wrote:

Hi there.

I posted my problem on the forum because I was at the end of my tether with BT.

My original post was here:

http://community.bt.com/t5/BT-Infinity/Infinity-woes-Speeds-less-than-1Mb-s/m-p/369747/highlight/fal...

I was advised to contact the forum mods and did so on the 4th January giving full details of my problem. I was led to believe that it could take three days or so for a response. I finally received an email 5 days later (on the 9th) saying:

 

Hello,
Thanks for your email, I am sorry for this delay in replying.
I can see that my colleague in the technical helpdesk forwarded this case to a specialised technical management team for further assistance. You will be contacted back as soon as possible.
If however you don’t hear from them within the next couple of days do let me know so I can chase this up with them.
Best wishes

 

Since then... 9 days on from my initial post. Nothing.

No update. No assurance that ANYONE in BT was looking into this. Nada.

Are the forum mods superbusy? That I could understand but nobody has contacted me to let me know they'll get to me eventually. Have I been kicked into the long grass in the hope that I'll just shut-up? I had hopes for this forum to help or at least get in touch.

What a disappointment.

 

Mark

 

 



Hi Mark, the reply you got back from the mods said, if you hear nothing let them know.

 

Did you, you can fill in the form again.

toekneem

(EASBF)

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PC
Recognised Expert
293 Views
Message 4 of 6

Re: Hello? Anyone out there?


@ypt wrote:

Hi Mark,

 

Is your download profile still as good as it was?

 

If so have you tried powering down your router and modem, leaving off for about 5 minutes and reconnecting - it may not work but worth a try!

 

If no luck try the mods again, they don't normally leave you in mid air, I'm wondering if your email was perhaps after an indian conversation. There have been a couple of posts since Christmas where the mods haven't received a message from the forum - speaks volumes for the quality of BT Mail! (don't getme started on that!)

 

ggod luck

Michael


Hi Mark I'd definitely have a go at Michael's suggestion of resetting the Modem and Router.

 

Looking at your previous thread assuming things haven't changed the exchange equipment (DLM) has set your Download IP on the Max band (IP Profile for your line is -38710 Kbps)..... which is good

 

In THIS POST dodgerm had the same download IP but was achieving a very slow download.

Thankfully a reset of his equipment recovered the situation.

 

Note turning off the Modem too often isn't recommend as that may cause the DLM to think your line has a problem and reduce the IP in an attempt to provide a slower but more reliable broadband.

Turning off for a test like this or a say when you go on holiday should be ok though.

 

Please let us know how it goes.... and if you need add the "After a Reset" results to this thread and include the URL on the BT Forum Mod contact form

--------------------------------------------//--------------------------------------------
Please Click On any Text in Blue as that automatically links to information.

PC (NDEGR)


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Distinguished Sage
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Message 5 of 6

Re: Hello? Anyone out there?

They also said this as well "I can see that my colleague in the technical helpdesk forwarded this case to a specialised technical management team for further assistance. You will be contacted back as soon as possible" .
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Markuz1965
Aspiring Contributor
258 Views
Message 6 of 6

Re: Hello? Anyone out there?

Hi there

As I mentioned I had received an email from the mods saying that someone would be in touch. My complaint is, that it was four days ago and since then not even a "please bide with us" comment was forthcoming. Nobody has tried to explain what is being done to solve this issue or who exactly has my "case". I have tried to be patient but it is now over 3 weeks sincel installation with a 2MB/sec download speed. I have tried to reset my router and modem but nothing has changed.

 

Mark

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