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Aspiring Contributor
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Message 1 of 15

What happens now?

The engineer has been out several times and each time we fail the line speed test.We have 12.43 not 15 .Throughout all of this I have tried customer services and the chat on line. We still dont seem to get any closer to a solution.No body communicates with me properly and I have no idea what is going on. Its like each person -bt contracter-bt engineer -tech dept-customer service has their own little box which is unable to talk to the next little box.

The engineer is due to return but has anything been fixed i wonder. Should i cancel???.I am so frustrated.

Is the problem even fixable? I have no idea.

Has anyone had the same experience.

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Expert
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Message 2 of 15

Re: What happens now?

Sorry to hear you're having problems , Pollywollydo.

 

Theres a few things that will interfere with your profile* - I'll list them out so maybe you can ask the engineer:

 

Are you very far from the cabinet ? the length of the non-fibre part of the connection is a limiting factor (its like driving along a motorway then joining a A-road)

 

Is the non-fibre line copper or aluminimum? - copper is better . I'm no expert but i've seen other forum users mention that its a factor.

 

Problem wiring: I had a problem with the wiring right where it came into the house - get that checked. Helped me big time.

 

*do a profile check here: the profile tells you the max that line can deliver.

http://www.speedtester.bt.com/

 

also - wired : router>>ethernet cable>>computer will give more accurate results that wireless whilst you're testing all of this out.

 

That the full extent of what i know

 

hope it helps

 

Alan

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Aspiring Expert
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Message 3 of 15

Re: What happens now?

Have you tried putting your number into this:

https://www.btwholesale.com/includes/adsl/main.html

...so you'll have an idea what your line is capable of?
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Aspiring Contributor
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Message 4 of 15

Re: What happens now?

We are rather a long way from the cabinet-1600 m.My speedtester usually gives me results of about 8.I have wondered about not using the wireless too.ah well I will see what tomorrow brings.Thanks

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Aspiring Contributor
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Message 5 of 15

Re: What happens now?

I have put my number in and it says that the line is suitable.In fact Bt rang me to sell me infinity so they must have thought it was Ok.I took the deal as it was fractionally cheaper.However it wasnt my idea but theirs!!!

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Expert
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Message 6 of 15

Re: What happens now?

hmmm, then it feels like there may be a problem on the line. You are on a long line but then BT would already have known that, so maybe there is a specific problem . I think you have to let the engineer work it through.

 

curious tho' - what profile did the bt speedtest say you are on?

 

cheers

 

AC

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Aspiring Contributor
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Message 7 of 15

Re: What happens now?

My ip profile is 11.65.I had infinity fitted yesterday.the man said we no longer have to test the line and make 15-40 and he went ahead.he said to give it 10 days.

I do not know if we had any specific speed guarantees given at the time of order,Does anyone know what they are promising?

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Distinguished Sage
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Message 8 of 15

Re: What happens now?

Put your number into the BT Wholesale availability checker and you'll get the estimate for your line.
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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Distinguished Sage
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Message 9 of 15

Re: What happens now?

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Expert
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Message 10 of 15

Re: What happens now?

Newbie
pollywollydo
Posts: 4
Registered: 24-06-2012
Re: What happens now?
 

My ip profile is 11.65.I had infinity fitted yesterday.the man said we no longer have to test the line and make 15-40 and he went ahead.he said to give it 10 days.

I do not know if we had any specific speed guarantees given at the time of order,Does anyone know what they are promising?

 

Lol test your connection my friend that distance is unbelievable far 1600metres VDSL isn't like ADSL, VDSL dissipates very fast even in short distances i loss over half of my speed and i'm only 700metres from mine which is still a long distance as far as VDSL is concerned. My ADSL comparison a mile away from the exchange i lost 2.odd Mbs max so you can see that distance is very critical. Also other factors like cable cross section, age, cable material and so on but if you have a ADSL comparison you can near enough know what your loss should be after the quoted figures, but cable length looks like your issue i would be surprised if that wasn't the cause. Oh PS the Home Hub router is pant's on wireless and you tend to get half the speed of the wired connection get a new router there is a tread about suitable routers i'll dig it up for you,PS i'll be changing my router to when the one i want comes out.

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