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