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Aspiring Contributor
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Message 1 of 8

Infinity installed at 10MB!

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I had Infinity installed on Monday - 40MB at the cabinet less than 50m away, all looking great, so the (very good) engineer moved the master socket and cabled the extension in - all good. Then he tested the speed - 12MB... 😞

 

He worked back to the copper at the point it entered the house - again only 14MB at best. Re-tested the cabinet, still at a full 40MB, so the fault is under the road somewhere between me and the cabinet... Not good!

 

He phoned up his boss/helpdesk and persuaded them to install it anyway (engineer was a total star - very very helpful and worked hard for four hours to try and get me set up. Still, 10MB is 10x better than the speed I was getting over ADSL!).

 

I'd really like to get the underlying fault fixed...

 

So, has anyone else had this situation? Recommendations for how I go about getting it fixed?

 

Cheers,

 

Colin

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Recognised Expert
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Message 2 of 8

Re: Infinity installed at 10MB!

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Try contacting the mods, you can do that by following this link: http://bt.custhelp.com/app/contact_email/c/4951 they're a specialised UK team and have a good reputation for fixing problems. 🙂

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Aspiring Contributor
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Message 3 of 8

Re: Infinity installed at 10MB!

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Thanks, have done so, will report back what they say. Anyone else come across a situation like this?
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Aspiring Contributor
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Message 4 of 8

Re: Infinity installed at 10MB!

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Ive got the same problem. The engineer says its because of aluminium wiring and it would need replacing but its a big job and bt won't likely do it unless enough people complain about it. Some people on my road get barely 5mb.
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Aspiring Contributor
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Message 5 of 8

Re: Infinity installed at 10MB!

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Just got a call from the call center - not a great experience. The guy just would not listen to a word I said.

 

Despite re-iterating the issue was present on the copper (or aluminium!) between house and cabinet, and that the BT engineer stated it was a wire fault, I got all the usual stuff about 'the line will stabilise over ten days', no recognition of anything to do with the fault that was lodged by the engineer with the line...

 

Here's hoping the mods can come up with something - haven't heard from them yet, is that usual?

 

Colin

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Aspiring Expert
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Message 6 of 8

Re: Infinity installed at 10MB!

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Alumium cables cause a big problem. There is a big signal loss, there may also be a fault making things worse.

Best advice as someone pointed out is to try and make contact through the mods.

I dont think that yoy can be sold Infinity if the speed is below 14MBps.

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Aspiring Contributor
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Message 7 of 8

Re: Infinity installed at 10MB!

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Well, Dean from The Mods has been in touch now (thanks Dean!), has tested the line and thinks it is faulty (capped at 10MB), so hopefully there'll be some progress very soon.

 

On ADSL the attentuation and line noise wasn't too bad, so hopefully the lines aren't ally and there is a fault somewhere. I saw the wires when they were exposed as the installation engineer was putting a new termination on as part of fault-finding the install - they looked like copper. Any way of telling what they're made of without cutting a bit off?!?

 

Colin

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Newbie
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Message 8 of 8

Re: Infinity installed at 10MB!

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Hi,

 

I have exactly yhe same problem, being living with it for a while as its faster than asdl but i think i'll contact the mods now to see if i can get something sorted.

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