house move issues

[KLM1971]

1. Product name:	BT Home Hub
2. Serial number:	+068343+NQ34526626
3. Firmware version:	Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 03/07/15
4. Board version:	BT Hub 5A
5. DSL uptime:	0 days, 00:02:46
6. Data rate:	3381 / 12784
7. Maximum data rate:	3380 / 13102
8. Noise margin:	6.1 / 6.2
9. Line attenuation:	32.7 / 24.8
10. Signal attenuation:	32.8 / 20.3
11. Data sent/received:	0.9 MB / 20.8 MB
12. Broadband username:	bthomehub@btbroadband.com
13. BT Wi-fi:	Yes
14. 2.4 GHz Wireless network/SSID:	BTHub5-ZQZJ
15. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:	WPA2
17. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:	BTHub5-ZQZJ
19. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:	WPA2
21. 5 GHz Wireless channel:	Automatic (Smart Wireless)
22. Firewall:	Default
23. MAC Address:	18:62:2c:4a:3d:2a
24. Modulation:	G.993.2 Annex B
25. Software variant:	AA
26. Boot loader:	1.0.0

im using the same front cover that i had in my old house which gave me 76mb connection which is attached to the only socket in the house

[KLM1971]

on the outside of the house is a connection box , im going to check that out

i have on several occasions in previous house re-routed my telephone cables and installed new master sockets, i mean its 1 orange and 1 white wire so its not exactly difficult.

[imjolly]

is the outside box like this  

if you conenct to test socket then check that your extension sockets do not have a dial tone

[KLM1971]

the outside box is a black cylindical tube for connecting 2 lenghs of telephone cable, the 2 wires from each end a paired together in clear plastic sealed connectors, they looked fine.

[imjolly]

ok

what about the check for dial tone with extension sockets?

[KLM1971]

i dont have any other sockets

[imjolly]

is it possible to conenct to the test socket with a filter and repost the hub stats.  if speed just the same then you need to phone customer services and get engineer visit as conenction speed below estimate

[KLM1971]

i dont use a filter, havnt in years, just straight into master socket dsl terminal

as i mentioned this socket i actually brought from my old house and it is wired up exactly as it was in previous house where i got 76mb on infinity 2

[imjolly]

up to you  - then you need to get engineer visit

[KLM1971]

Following on from this thread

https://community.bt.com/t5/BT-Infinity-Speed-Connection/house-move-issues/m-p/1646014

it has now been 6 weeks since we moved.

The problem i am having is, i just cannot get through to bt to speak to someone

i have lost count of the amount of calls i have made, the first time i got through via ringback i was told to wait 10 days for a line upgrade to 55mb, so i waited and nothing changed, the udgrade should of happened by the 26th july. and as i said it didnt happen,

so i started ringing up and eventually i had 2 ringbacks within 10mins  of each other, both to tell me the systems were down and to try again in 4 hrs, which i did but no body rang back, so i tried to wait on the line, 1.5 hrs later i gave up and tried ringback, only for no one to bother.

this has been happening every day i try to get through.

i have have tried the complaints line only to suffer the same.

i have been with bt many years and when the service is working its great but whenever there was a problem i always dreaded having to call.

luckily for the past 4 yrs i hant had to call other than to make this house move. but wow i have not ever known bt to be so bad as these last 6 weeks.

on top of all this i am still being billed for option 2 which i had in my old house, despite only supposedly being on option 1

i am only writing this as i simply cannot seem to get through, no matter what time  of day i call

please help