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DIT
Beginner
247 Views
Message 1 of 8

Re: New connection IP Profile stuck on 2MBs

Last month I agreed to a change in my call package and the topic of broadband was not raised by BT's sales representative.  However, since then the speed of the service is unacceptably slow.  It is that bad I have had to tether to my mobile phone to get a service that has been on one occasion four times faster than that delivered by BT.  I have called BT three times on the issue and rather than address it, they have confirmed what I already know i.e. the IP Profile needs set to a higher value, and have repeatedly demonstrated their inability to fix the problem. 

 

The reason for writing this is that an engineer called me about two hours ago and asked me to wait on the line whilst some checks were being carried out - while I was waiting, he hang-up without warning and now my broadband speed is slower than it was before.  Is this the standard of customer service BT now delivers to customers with 17 years loyalty?

 

Thankfully, I only have a little under 11 months left of my contract and a reliable mobile phone with an unlimited data package.

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7 REPLIES 7
Distinguished Sage
239 Views
Message 2 of 8

Re: New connection IP Profile stuck on 2MBs

If you would care to post your hub stats and the further diagnostics section of the BT Speedtest then we can help you http://speedtest.btwholesale.com/
DIT
Beginner
217 Views
Message 3 of 8

Re: New connection IP Profile stuck on 2MBs

John,

 

Thanks, I phoned customer services this evening again and I have been assured that my IP Profile will be appropriately amended tomorrow afternoon.  Apparently once this has been done, I will receive a phone call to confirm that it has in fact been amended.

 

Kind regards

DIT

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Distinguished Sage
Distinguished Sage
213 Views
Message 4 of 8

Re: New connection IP Profile stuck on 2MBs

I'm a sceptic and would suggest you post at least the diagnostic test results from btspeedtester


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Distinguished Sage
210 Views
Message 5 of 8

Re: New connection IP Profile stuck on 2MBs

same here heard that so many times and nothing happens
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DIT
Beginner
187 Views
Message 6 of 8

Re: New connection IP Profile stuck on 2MBs

John / imjolly,

 

This afternoon my router told me it had been upgraded and the speed had increased to 6.81Mbps - wow what a difference!  Prior to this the speed fluctuated between 0.4 Mbps and 1.8 Mbps; my neighbours were receiving 6.5 Mbps.

 

It is just a shame it has taken so long to get the problem resolved.

 

Kind regards

DIT

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Distinguished Sage
Distinguished Sage
184 Views
Message 7 of 8

Re: New connection IP Profile stuck on 2MBs

That's great.


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Distinguished Sage
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Message 8 of 8

Re: New connection IP Profile stuck on 2MBs

good news you must have spoken to someone who actually understood the problem
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