Infinity 2 stabilisation period - how can I tell it is happening?

[legitimise_sailing]

All you need to happen is for your upload IP profile to go to 20, just like it did before. The rest is automatic and you can't really tell what's happening, unless you have a hacked modem or similar.

Note that turning off and turning back on again really does fix device problems. http://www.youtube.com/watch?v=nn2FB1P_Mn8

[andrewk]

If I understand you correctly, the change in IP profile is done manually - and the stabilisation is done automatically.   

[andrewk]

Can anyone suggest the most effective way of actually getting to talk to a real person at BT about this issue? 

[legitimise_sailing]

That's about it, although they could reset your profile once the package has been set correctly, then the stabilisation period would start again.

However, there's usually no need to do that as DLM is constantly monitoring the line not just for the first 10 days.

They do it only when a line problem has been fixed which resulted in a banded profile being applied.

[andrewk]

I still cannot manage to contact a real person at BT who understands the problem.   I have just finished a call to a lady with an oriental accent (chinese?) after waiting to get through for about 20 mins.   I spent about 20 mins on the phone (trying to) talking to her about this.

In the end she asked me to run the BTW speed test and tell her the results.   She then asked me to talk to the "Customer Options Team" on 0800 800 150 which is the main computerised switchboard that got me to her in the first place.  She could not tell me which menu options to choose to get through to the correct section/department/person.

Does anyone have a recommendation about how to move forward with this?    How can I contact someone who understands the problem and can action a solution?

Andrew

[legitimise_sailing]

You could try the Mods http://bt.custhelp.com/app/contact_email/c/4951

[andrewk]

Yes, thank you, I have just done that.

Is there no way to contact a human employed by BT who understands the problem and can action a solution?

Andrew

[legitimise_sailing]

It's just a matter of being patient on the phone and not being fobbed off - like I was with a problem yesterday "We will fix it in 5 days", yeah right.

[john46]

if you have contacted the mod team leave it in their hands they will contact personally you when your mail reaches the top of there mail queue normally within 3 working days they are a UK based team who will take ownership of the problem and keep you informed of progress much less frustrating the help line

[infinidim]

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@john46 wrote:
if you have contacted the mod team leave it in their hands they will contact personally you when your mail reaches the top of there mail queue normally within 3 working days they are a UK based team who will take ownership of the problem and keep you informed of progress much less frustrating the help line

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I agree with what john46 has said here. Once the mods get involved they normally get the issues fixed in a timely manner.