Unstable infinity 2 - always dropping connection

[sallyescrader]

I have the problem of Infinity dropping out constantly - or such a low signal that nothing works properly. I reported it by phone on Friday 27th October 2017. They identified a fault outside my home and said it would take 4 days to fix. It's now over a week and still no improvement. I've done all the tests (when I can get online) - speed when working is 51mb/s. Ha ha! Chance would be a fine thing! Just how long am I supposed to wait? I'm trying to run an online business & paid extra for a supposedly higher grade of broadband! I've just had a forced week off work as I can't connect for long enough to do anything. phone calls to chase it have not helped. 

[imjolly]

@sallyescrader

As you run a business do you have a business line?

[sallyescrader]

Not yet, as I'm re-building my website. As I only have 2 items connected to the internet at any time, it shouldn't be necessary. Infinity should cope with it with ease!

[grawlings35819]

Coming to BT forums to resolve your issues are as bad as calling BT faults contact centre located in india.

Save your time and call customer services and request infomation on how to file a complaint. They will soon enough now want to help you resolve your issues and forward you to customer care.

Well atleast the above worked for me and now after a boost engineer visit im on a good line and have a excellent service.

Also if you really must remain pleading for help on this forum then i suggest you open your own thread

Good luck with your quest

[licquorice]

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@sallyescrader wrote:

Not yet, as I'm re-building my website. As I only have 2 items connected to the internet at any time, it shouldn't be necessary. Infinity should cope with it with ease!

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Its not a question of Infinity coping with it or not, it is a question of getting a better SLA. Aso running a business is against the terms and conditions of a residential line.

[sallyescrader]

When the internet is fixed - whenever they finally get around to fixing the fault - and when I've finished building my website, I'll look into it. Thanks for the heads-up.

[sallyescrader · Accepted solution]

Sorry, Grawlings....I've never used a forum before and have no idea about "threads".  I'll go for help someplace else.....take advice & go to customer complaints may well be the answer. Thank you.

[john46]

You will get all the help here you need if the community cannot assist then there are a team of moderators who are BT specialists who take personal ownership of problems until fully resolved and provide a single point of contact in the UK

[XRaySpeX]

Please post your full Router Stats. For a Home Hub see on here: Broadband Top Tips . Full router stats are key to any speed & connection issues.

Try plugging your router into the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets? Are there any wires connected to back of faceplate?

Post your full Router Stats when plugged into test socket.

Try the BT Quiet Line Test (dial 17070 Opt 2), preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.