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Message 1 of 2

Promised BT Infinity Speed

After months of issues with BT unlimited Broadband, Engineers failing to turn up 3 times and many many long sessions with the Help Desk I was informed that BT could not give a service above 2mbps. They advised me to move to Infinity 2 and they could guarantee a minimum of 40mbps. Well after losing the phone line for 5.5 days the service ran giving me 20mbps.


The service all through November and up to date fluctates between 20 mbps and 15mbps dropping to 2.5 mbps for 2 days.


Having written a letter of complaint as the Help Desk only seems to want to say the complaint is closed I got a phone call on Saturday Lunch time from BT where a person with an Asian accent tried to push me into saying my complaint was resolved.


No it is not, I want the Service promised and somebody to review the situation and offer an acceptable solution on a number of levelks


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Distinguished Sage
Distinguished Sage
Message 2 of 2

Re: Promised BT Infinity Speed

Infinity 1 and Infinity 2 are exactly the same product delivered along the same lines using the same equipment.The only difference between the two is a software cap stopping any Infinity 1 line that was capable of exceeding 55Mbps from doing so.


I have no idea why you were told to move onto Infinity 2. If you could get 40Mbps on Infinity 2 you would be able to get it on Infinity 1. It appear that your line is not capable of delivering that speed and you have been badly advised.


Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

and use this speed tester then scroll down the page and carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

If you have a Homehub 5 can you post the stats from 1-12 by logging onto the Homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/


If you have the Smart Hub, (Homehub 6) can you go to hub manager then advanced then technical log and post the stats. http://bthomehub.home/




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