What exactly is wrong with your service? Providing some more information might help the forum members work out what the problem is and how to fix it. Have you sent us an email yet or contacted the helpdesk? If so, what are the latest developments?
Basically, it runs very slow and stops altogether throughout the day and night. It is an intermittent fault which 4 different engineers have confirmed ISN'T in my house. I upgraded to Infinity when I was promised that this would solve the issue. A few months in and it has failed three times now. The usual BT approach is to head scratch then tell me they can see the problem, but can't solve it. Then they send an engineer to my house who asks why he's there when the problem isn't here. Then we all cross our fingers and hope it'll work again....until the next time.....meantime the direct debit keeps on paying.....
It's wifi...but that isn't the problem. The issue is, and always has been, outside my house. BT India (level 2 no less) have just called to tell me that there are 'serious issues' with a cable somewhere outside my house and my line has been capped (again). They can't tell me what the 'serious issues' are, nor how they are going to fix them. What they are trying to do though is to book an engineer visit to my house to fix the problem that errr.... isn't in my house.
I have asked what the point is and also if they can promise he will come when booked, but I can't get a straight answer.
The (at least) 4 previous engineer visits. They all acknowledge that something is wrong outside the house, they just don't know what it is. The phone call tonight says it's cabling....but they don't know what. If they want to send an engineer to check all the bits outside then I don't have a problem.....it's having to take a day off work that for no reason that bothers me....and that they can't actually find the fault, they just agree that there is one!
If the engineers are doing their job propery they will test the line from inside your home to the exchange. If that passes on each occasion its unlikely to be a cable fault.
I don't have infinity but am surprised by message 4 where it is stated " I upgraded to Infinity when I was promised that this would solve the issue" - since if there were issues that were after the cabinet then they would still exist on FTTC.
Given the history you should take up DeanM's suggestion and email the mods as they should be able to access your case history etc and will be able to investigate in more depth than you can.