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jparnell82
Expert
1,220 Views
Message 1 of 14

Massive speed drop on Infinity 2 since asking to re-contract. Really angry

A couple of weeks ago i asked BT if i contracted Infinity 2 again for another 12 months if i could have a price reduction. The agent agreed and i was re-contracted for another 12 months.

The order completed on Monday and my speed has now dropped from a very reliable ~60Mbps to 3.5Mbps.

The hub shows it rebooted around the time the order completed.

 

(108141.890000) PPPoA is up -​ VPI: 0, VCI: 38 Down Rate=3712Kbps, Up Rate=448Kbps; SNR Margin Down=6.8dB, Up=12.0dB

 

 

 

There is no change to the physical line or hub etc. The online diagnostic tool tells me my speed is good!!

Please can someone help. I would never have done anything if i knew this would happen.

James

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13 REPLIES 13
licquorice
Distinguished Sage
Distinguished Sage
1,212 Views
Message 2 of 14

Re: Massive speed drop on Infinity 2 since asking to re-contract. Really angry

You appear to be on an adsl service not infinity
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Webby
Distinguished Sage
1,205 Views
Message 3 of 14

Re: Massive speed drop on Infinity 2 since asking to re-contract. Really angry

Definitely an ADSL service. Looks like they've recontracted you away from Infinity.
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jparnell82
Expert
1,194 Views
Message 4 of 14

Re: Massive speed drop on Infinity 2 since asking to re-contract. Really angry

Thats just brilliant. Thanks BT for being so incompetent. Wish i had never bothered now and just moved my service elsewhere. They also managed to remove the unlimited evening phone calls which means i have been paying for the calls i've been making in the evening 😞

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DanielS
Moderator
Moderator
1,189 Views
Message 5 of 14

Re: Massive speed drop on Infinity 2 since asking to re-contract. Really angry

Hi @jparnell82,

 

This really isn't good. We need to get you changed back over to BT Infinity, correct your call package and check your next bill for any charges you shouldn't have been billed for. You can either do this with someone over the phone or you can get in touch with my team. You can do that by clicking on my username and then on contact the mods. It will take us a few days to pick it up though.

 

Thanks

 

DanielS

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jparnell82
Expert
1,181 Views
Message 6 of 14

Re: Massive speed drop on Infinity 2 since asking to re-contract. Really angry

What is the best number to phone at BT for this and which department should i speak to?
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,168 Views
Message 7 of 14

Re: Massive speed drop on Infinity 2 since asking to re-contract. Really angry

Contact DanielS as requested, that is your best option.

 

jparnell82
Expert
1,144 Views
Message 8 of 14

Re: Massive speed drop on Infinity 2 since asking to re-contract. Really angry

Tried phoning but gave up after speaking to two different people about this problem.

 

Cancellation department says package is ok. Passed to faults. Faults say they can see i have wrong product on my line but cant change it so passed me to different department for which i gave up waiting to answer.

 

I have logged the issue with the moderators.

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NeilO
Moderator
Moderator
1,110 Views
Message 9 of 14

Re: Massive speed drop on Infinity 2 since asking to re-contract. Really angry

@jparnell82 Sorry about that, I can see your details are in our queue now and we'll get back to your in the next day or two. 

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jparnell82
Expert
1,052 Views
Message 10 of 14

Re: Massive speed drop on Infinity 2 since asking to re-contract. Really angry

Will someone get back to me this weekend about this? Apart from the internet being really slow, I cant stream NetFlix or Amazon Prime and i cant watch any of the BT TV channels at the moment.

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