cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Frere
Beginner
228 Views
Message 1 of 2

Paying for Infinity Option 2, but getting speeds consistent with Option 1

We moved into our house just before christmas. Previously it was serviced by Virgin Media. We arranged for BT Infinity Option 2 as the promised speed was in region of 63/20 to be installed. Installation was fine. 

 

Ever since we have been running Speedtest.net tests and after todays long live chat with a tech, BTs own speedtest shows speeds as never being over 38/9

 

These speeds are consistent with the Infinity Option 1 package. Allegedly we should be able to get 48.7/20, but this is not happening. 

 

The Infinity service is supplied by the Bristol North exchange, FTTC number 4. 

 

What other options can I pursue? Being Deaf, it is not really praciable to use Typetalk to communicate with customer services and BTs tech in the lice chat was insistent that there is nothing wrong with the service. That might be strictly correct that there is nothing wrong with the service, just that it is not the Infinity 2 service that we are paying for but getting by all tests what are Infinity Option 1 speeds. 

 

Many thanks in advance for your help,

 

Frere 

 

 

0 Ratings
1 REPLY 1
Distinguished Sage
203 Views
Message 2 of 2

Re: Paying for Infinity Option 2, but getting speeds consistent with Option 1

Hi

I am sorry to see you are having problems


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

0 Ratings