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myeahya
Beginner
503 Views
Message 1 of 11

Speed/connection/customer service

Hi everyone, 

 

I was thrilled to move to BT Infinity 2 unlimited but soon caught up with various problem including online  speed and vision speed. I have contacted help line but got no where. They were so un helpful and even did not bother to solved my problem. I  have filled form online for help twice but nobody got back to me. I have never experienced so bad customer service like BT. They even demanded £80 or £100 to re install my hub. What a joke. I wish I have never move to BT from Orange. Any way, I looked carefully and found that my infinity has not been set up correctly to start with and my speed varied through out the day and even struggle to get up to 31 mb . Since I am near to exchange I have been told to expect 80 mb. I felt betrayed and I am paying BT full subs for poor service. I have turned up to forum for help believing BT are only interested of my subscription. 

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10 REPLIES 10
Guru
458 Views
Message 2 of 11

Re: Speed/connection/customer service

Hi sorry to hear about your issues there, i would suggest you contact the mods here: https://bt.custhelp.com/app/contact_email/c/4951

It takes up to 3 days to get a response from them either by email or phone.
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myeahya
Beginner
424 Views
Message 3 of 11

Re: Speed/connection/customer service

Thank you for the link. Not expecting them to solve the problem as they are in my view not interested. I will keep you informed.

 

Thanks. M

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Guru
394 Views
Message 4 of 11

Re: Speed/connection/customer service


@myeahya wrote:

Thank you for the link. Not expecting them to solve the problem as they are in my view not interested. I will keep you informed.

 

Thanks. M


The mods will be very interested in your case, i've dealt with them on numberous occasions and they are very helpful and will handle your case until it is resolved. 

If you want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution
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Sageman
Contributor
358 Views
Message 5 of 11

Re: Speed/connection/customer service

I have had the mods on hear dealing with a problem I am having and based on the last email I sent to them nothing has changed and I have not had a reply.

 

Perhaps if the support from BT was better we would not have to contact the mods. I am sick of having people from BT support reading a script and telling me what I should do to check things when I have already done all the appropriate checks before I contact them. Then you get the now famous we will call you back but the call never comes.

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REH21
Newbie
315 Views
Message 6 of 11

Re: Speed/connection/customer service

Same here when i got the BT INFINITY first few weeks my speed was 55mb to 58mb now its 9.5mb and they dont see any reson what to do as my previs provider was way faster then that as i have decided if its like that i am gona cancel the contract . . . .

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Guru
312 Views
Message 7 of 11

Re: Speed/connection/customer service


@REH21 wrote:

Same here when i got the BT INFINITY first few weeks my speed was 55mb to 58mb now its 9.5mb and they dont see any reson what to do as my previs provider was way faster then that as i have decided if its like that i am gona cancel the contract . . . .


Hi and welcome to the forum, sorry to hear about the issues your having there. Could you run a Spedtest here: http://www.speedtester.bt.com/ using the (ADSL/FTTC) tester and post results please including profiles. 

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REH21
Newbie
274 Views
Message 8 of 11

Re: Speed/connection/customer service

http://www.speedtester.bt.com/ i have already posted the result DOWNLOAD is 9.5mb
UPLOAD is 10mb
i was told dont switch off your router and modem for 2 days and your speed should be back to normal which is still the same as slow as always . . . .
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REH21
Newbie
271 Views
Message 9 of 11

Re: Speed/connection/customer service

http://www.speedtester.bt.com/ i have already posted the result DOWNLOAD is 9.5mb UPLOAD is 10mb
i was told dont switch off your router and modem for 2 days and your speed should be back to normal which is still the same as slow as always . . . .

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Distinguished Expert
261 Views
Message 10 of 11

Re: Speed/connection/customer service

Could you run a Speedtest here: http://www.speedtester.bt.com/ using the (ADSL/FTTC) tester and post results please including profiles?

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