BT Infinity (No help from Wholesale and Technical Help)

[john46]

if on an engineers visit a fault is found then a reset can be requested but it is down to wholesale if they will carry it out which in your case they did
as has been posted already lines do degrade due to crosstalk and noise issues and it looks and if this is the case with your line your speed is above the estimate you were given when you first signed up to infinity so there is little that can be done as the reset did not increase to the previous profile your were achieving

[sjtp]

If that's what it is then he showed me that the maximum throughput is 79000 kbps.  The max speed he will have shown is the speed that can be got before allowing for error correction overheads.  Unless you are fairly lucky, there will be need for a significant error correction overhead.  I typically have a max speed of 82Mb but a sync 72Mb, so profile around 70Mb and download speeds around 68-70Mb.  Such results are typical for many others as well; and of course, there are many, many others who would love to have such results.

It looks as if early on you were lucky and had an almost error-free line.  Now more people have joined Infinity there is more crosstalk and hence more errors and more need for error correction.  It is just a fact of life that everyone's  speeds on Infinity are likely to go down as time progresses.  Your estimate even allowed for that.  They may go up again if BT introduce a new technology such as vectoring or FTTP.

~~~~~

You don't want me to complain about a 11mb loss in my download speed and sit back?  Yes, sit back and enjoy the excellent connection you have.  Perfectly reasonable to enquire as to possible reasons and to try to have it improved; but not to assume that you have a right so such speeds because you were once lucky enough to have them.

[john46]

I could not agree more with sjtp's post your connection speed is still above the estimate you were given at the time you first placed your order

[smurphy]

Find a moderator on here and email them to get it checked for you. However others are correct the connection will be tested over a period to see what you line can handle since the fault. Have patience and do regular checks on bt speedtest.

[riffatiqbal]

Yeah, I think its time for me to leave BT. I can't express how happy I am for not renewing my contract.

The engineer showed me the syncing speed of 75,000kbps(apx). Having proven several times that the line is capable of 73-75 mb, doesn't seem to bother anyone. 

My request at all times was to get the profile raised by BT wholesale, it has come to my attention that not only as a customer you will never be able to get in touch with them but also not a single employee of BT even wants to get in touch with BT wholesale. 

BT are ultimately a very cheap company and are only after your money. Building an infrastructure of BROADBAND on something that is clearly not able to handle that many connections. I asked the engineer why do majority of BT's customer never get more than half the speed they are promised, he told me that the pole outside was only ever made to handle 4 broadband lines, now it has 20 or more. If this isn't alarming, I don't know what is. 

Their service is simply unacceptable, I have read so many cases on this forum where customers are being charged upto 130 Pounds for work being done outside of their house.

[john46]

As the forum Mod DeanM posted have you checked the items he posted if you have then
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

[john46]

As to this part of your post "he told me that the pole outside was only ever made to handle 4 broadband lines, now it has 20 or more. If this isn't alarming, I don't know what is"

That is just total rubbish

[riffatiqbal]

I think I am going to believe an Openreach engineer than an admin/ mod from this forum telling me its total rubbish. 

[john46]

i am a customer like your self just like all the other forum members apart from the Mods/admins who are BT employees

[Stuey3d]

Hack your openreach modem and install the cracked software with the newest hardware driver blob. I did this and my speed rose by a few meg.

My situation is this, BT's speed estimater said I should get 52.6 down 15.7 up and still says this to this day, when infinity was first installed I had 49down and 14 up for a few days then it stabilised up at 42down and 14up, this was how it stayed until Just before Easter this year and I was happy with that even though 10meg less than advertised. I dunno why my line was much slower than advertised as when I had adsl2 before I would alway get the top speed of the estimate I was given I was promised between 3-7 meg with a rate of 5 but I always got the full 7 so the copper which serves my house is pretty good, but hey ho.

Just prior to Easter this year I noticed a couple of new home hubs pop up in the area and my speed had dropped to 30meg and i was having trouble with YouTube buffering and **bleep** ping rate. I rang up to get IP profile reset as I presumed that when installing the neighbours infinity problems might have occurred on my line, I had a major faff with BT India but an engineer turned up on Good Friday and made one phone call to get the profile reset and BAM back up to 49meg with no work at all. Again over time it dropped to the 42 I had before but again I was happy.

Now here's where it gets interesting, on the HG612 hacking page they had updated firmware which performed better than the original, so I flashed it onto my openreach modem and voila I am now syncing at 52.6 down and 14.7 up which is faster than I got on day 1 of infinity when I was the first in the area to have it, and touch wood my connection has been solid.

Modem stats are.

Max attainable hovers between 59000kbps - 61100kbps normally around the 60 mark but this has dropped as low as 56000kbps on a Saturday night which is expected.

Sync rate is a solid 52600kbps and has been that way for a week now with no disconnections.

By all accounts the updated firmware makes better use of the VDSL2 (fttc) frequencies therefore better sync rate.


Google HG612 hacking and have fun.

Oh for others speed increase is only noticeable on longer loops like my own which is around 500-600 meters from the cab, shorter loops won't notice much difference, they have graphs to show performance increases.