cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Beginner
454 Views
Message 1 of 8

Infinity 2 not delivering - where to from here?

Having previously had O2 ADSL giving me around 10mbs and seeing it sold to sky I was wooed by numerous mailings from BT as well as a big sticker on the cabinet down the road saying "fibre is here!". The mailings, along with subsequent online info and feedback from a BT retail "employee" in India - and articulated on the order said I could expect 24mbs d/l, 4mbs u/l - I'll have some of that please.

 

I signed up for a package including Inifinity 2 (overall the package with calls was an attractive price) and had it installed on June 11th.

 

At the time of install it was giving 11mbs/1mbs both outside and inside the property and from a cabinet which tested at 80mbs. The engineer installing explained that it needed 10 days to settle and the speed should steadily improve. It did steadily improve, reaching around 14 or 15mbs d/l but after 10 days had "settled" back to 10 or 11 so I called the helpdesk and they booked an engineer.

 

Today has been the 3rd remedial engineer visit.

 

1st engineer confirmed no fault in property but did say there was damp down the road at a junction (or something) and said it should now be fixed. Performance briefly went up to 12mbs but over weekend following was 3.5. Logged another call and they sent an engineer out on the monday.

 

2nd engineer confirmed no faults on line and expressed that perhaps 24mbs was too optimistic as we are 1.2km from cabinet. He tried several pairs of cables in the road but with similar results. Also mentioned that some cabling is aluminium rather than copper.

 

Once again logged a ticket with the helpdesk and had a call at 22:00 from india to follow up (this is last friday) - he said he had "just run a test on the line and detected a fault between teh exchange and the cabinet" (yeah right - sounds like BS!) and he would book an engineer for monday (today).

 

So today engineer came and frankly was not much he could do or say (though he was clearly vastly more knowledgable than the helpdesk people). He confirmed we are as much as 1.35km from cabinet and indeed last pole on the run. He said that they are told that ali cable should make no difference but did confirm that the local cabling is ali.

 

AFAICT The engineers visiting are knowledgable and diligent and the BT Retail/helpdesk are disconnected from reality.

 

So that's where I am - I have a fibre-driven line that seems to fall back to well below my previous provider's ADSL speeds and falls way short of the expected 24mbs. The line clearly /can/ deliver 14 or 15mbs and any errors in doing so appear to have no bearing on my experience as a consumer. I am definitely NOT happy with ~5mbs performance.

 

How can I best escalate this?

 

Thanks,

MH

 

 

0 Ratings
7 REPLIES 7
Distinguished Sage
447 Views
Message 2 of 8

Re: Infinity 2 not delivering - where to from here?

aluminium is a well known cause of speed problems and can certainly cause lower speeds

I suggest you contact the forum mods they may 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 normally 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
0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
445 Views
Message 3 of 8

Re: Infinity 2 not delivering - where to from here?

from this graph you can see how quickly fibre speed drops over the distance compared to adsl and probably even worse on aluminium

 

fttn-speed-graph.gif



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Highlighted
Recognised Expert
418 Views
Message 4 of 8

Re: Infinity 2 not delivering - where to from here?


@john46 wrote:
aluminium is a well known cause of speed problems and can certainly cause lower speeds

Latest briefing is that if all the joints are fine then ali will only cause a loss of a few mbps compared to copper of the same distances. Whether this is to be believe up to you.

0 Ratings
Highlighted
Distinguished Sage
414 Views
Message 5 of 8

Re: Infinity 2 not delivering - where to from here?

thanks for that Deathtrap i think the joints issue is whether joints in good condition
0 Ratings
Highlighted
Aspiring Expert
414 Views
Message 6 of 8

Re: Infinity 2 not delivering - where to from here?

Certainly aluminium has a higher resistance per mile than copper or indeed copper/cadnium but that is at DC as the frequencies rise the response changes and other factors come into account such as surface effect. It would nood someone who actually knows the cable characteristics per mile to tell us if there is actually any difference.

0 Ratings
Highlighted
Beginner
316 Views
Message 7 of 8

Re: Infinity 2 not delivering - where to from here?

Reported this to forum mods on Monday morning but not heard anything yet - any idea how far down the queue I am?

 

Today getting just over 10mbs

 

M

0 Ratings
Highlighted
Distinguished Sage
303 Views
Message 8 of 8

Re: Infinity 2 not delivering - where to from here?

the mods have a backlog at the moment and it is taking nearer 5/6 working days at the moment
0 Ratings