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Aspiring Contributor
Message 1 of 5

Poor Service and poor technical support

I noticed that from Jan to April ths year i was getting a download speed of about 14.8 since April this has been gradually down to 13.8 and now settled on 12.8 after new activation to faster broadband.  I am on exchange only line, i was told i can get faster bt broadband as i was told they could gurantee a minium of 13 mb but BT sales told it will definatley be faster, so i signed up to it. I was only paying £14 for my broadband but was told to move onto faster broadband it will go up to £21 and a new connection charge of £35. Now after my activation my broadband is slower running at 12.8 or less so now i am paying more for less.


The technical support do basic checks i was told it take up to days for the speed to settle so why has upload speed gone up from 0.80 to 1.15 almost immediatley.


They hasve asked to resrt my twice and rest the router twice. I got an email to say my new service is activated yet the support team say it is partially activated but not fully so how can that be. I do not understand how my speed has dropped and the support team just keeping passing the buck and they say they will do checks and call you back the next day but never do. How do i get my profile rest to try and put this right and how can i get a refund as i was sold a product that does match what i was told.Please help, i just keep going round in circles with them and does it really take that long to stabilise, i be they havent reset my line at all 

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Distinguished Sage
Message 2 of 5

Re: Poor Service and poor technical support

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted
once you have posted the information asked for then the community members can help you more

if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream

Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators
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Aspiring Contributor
Message 3 of 5

re Poor Service and poor technical support

I have a BT hub5 which i was sent as as part of faster broadband, i live in burwell, cambridge



6. Data rate: 1237 / 13265

7. Maximum data rate:1237 / 13627

8. Noise margin: 6.1 / 6.4

9. Line attenuation: 14.7 / 35.5

10. Signal attenuation:14.7 / 29.7


Exchange BURWELL is served by Cabinet 8


Exchange BURWELL is served by Cabinet 8


Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date


FTTC Range A (Clean)19.512.71.20.8--Available
FTTC Range B (Impacted)
WBC ADSL 2+Up to 9--7 to 11Available
WBC ADSL 2+ Annex MUp to 9Up to 17 to 11Available
ADSL MaxUp to 8--7 to 8Available
WBC Fixed Rate----Available
Fixed Rate----Available
Other Offerings
Fibre Multicast------Available
Copper Multicast------Available
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Aspiring Contributor
Message 4 of 5

re Poor Service and poor technical support

my speed ihas dropped and it looks like Bt have reduced the line capacity to get me moved over to faster broadband which apprently is like cut down version of infinity for all those on exchange only lines. I was told it takes 10 days to settle down  and they said it would increase, they also said they cant reset my profile and snr, even though their support team must have rest it numerous times and i am sure their monitoring systems must think i have an issue and reduced my speed to keep it stable especially during the stabilisation period. I was told we dont need to do it as it will settle in 10 days and you will notice an increase. i noticed before my new faster broadband service was due to be activated i was getting 13.8mb and an hour later after the new service was activated this dropped to below 13mb si i now feel as though i have been misled and paying more and getting less.

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Message 5 of 5

Re: re Poor Service and poor technical support

This is the ADSL/Copper Broadband Speed forum not the BT Infinity forum.

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