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ferengi
Aspiring Contributor
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Message 1 of 12

BT Infinity 80MBps Sync 77.4 limited to 32MBps but not capped!

I'm reaching the end of 5 months of faults/issues, 2 missed engineer appointments, 3 actual Engineer visits and countless hours of frequent telephone conversations with BT Calcutta Level 2 support.  I'm about to receive a 'deadlock' letter to inform me that there is nothing more they can do. 

 

My issue?  To cut a long story short, my infinity 2 80MBps connection is limited to 32MBps.   My line is absolutely perfect as tested by three seperate BT Openreach Engineers.  In fact, as I'm so close to the exchange and cabinet, the last engineer told me his tests show the line capable of 134MBps.  My Profile is 77.43/20 and all the engineer tests show that I should be seeing close to 80MBps.  When the Engineers by-passed 'BT Wholesale' Servers the speeds tested ok at 80, adding BT Wholesale back into the equation and the speeds drop to 32MBps.  The Engineer even rang BT Wholesale and he was told they would not even look at this as the speed 'was above 16MBps'.  The concensus is that my line is not capped as the IP Profile is high but that there is some strange Profile issue with BT Wholesale.  None of the engineers have ever seen this issue before.

 

BT Calculatta now inform me that 'there is nothing to be done as the line does not support the speeds'.  This is clearly not true as the Engineers have all concurred that the line does support these speeds, and higher.

 

I'm clearly not happy paying for a premium 80MBps service and not even receiving the speeds of the cheaper service.  Calcutta did say they would look into switching me to the cheaper service but I consider the whole process (5 months of hell tbh) to have left a sour taste.  I now want out of my contract based on a breach by BT.

 

What I'm wondering on these forums is can anyone offer any advice? has anyone else had similar issues?  I'd appreciate anything really as I consider my only option to now go to ADR/OFCOM.

 

Regards,

Andy.

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11 REPLIES 11
Distinguished Sage
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Message 2 of 12

Re: BT Infinity 80MBps Sync 77.4 limited to 32MBps but not capped!

Once the Forum Mods have read your post they will post an invite here once you reply to them they will take personal ownership of the problem until resolved.
Do not send them a Personal Message as this is the incorrect contact method and cannot be properly tracked also the mod contacted may not be on shift for sometime and this will delay your help

The forum mods normally reply within 3/5 working days after you have contacted them
They will contact you personally by email or phone  

 

mod contact.JPG

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Distinguished Expert
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Message 3 of 12

Re: BT Infinity 80MBps Sync 77.4 limited to 32MBps but not capped!


@ferengi wrote:
When the Engineers by-passed 'BT Wholesale' Servers the speeds tested ok at 80, adding BT Wholesale back into the equation and the speeds drop to 32MBps.  The Engineer even rang BT Wholesale and he was told they would not even look at this as the speed 'was above 16MBps'.  The concensus is that my line is not capped as the IP Profile is high but that there is some strange Profile issue with BT Wholesale.  None of the engineers have ever seen this issue before..

Did these "engineers" do a DLM reset on your line, like they should have done?

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Moderator
Moderator
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Message 4 of 12

Re: BT Infinity 80MBps Sync 77.4 limited to 32MBps but not capped!

Hi Ferengi,

 

I'll be able to take a look at your connection. Please send me in your details using the "Contact The Mods" link found in my profile.

 

Thanks

 

PaddyB

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Deathtrap3000
Recognised Expert
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Message 5 of 12

Re: BT Infinity 80MBps Sync 77.4 limited to 32MBps but not capped!

@ legitimise_sailing The engineers would have no reason to do a dlm reset if the ip profile is at 80. Not sure why you say they should have done.
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ferengi
Aspiring Contributor
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Message 6 of 12

Re: BT Infinity 80MBps Sync 77.4 limited to 32MBps but not capped!

Thanks.  I've now sent the contact details as requested.

 

Regards,

Andy.

 

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ferengi
Aspiring Contributor
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Message 7 of 12

Re: BT Infinity 80MBps Sync 77.4 limited to 32MBps but not capped!

I'm told the DSLAM, BRAS and all the other acroynms I'm not entirely sure about all test perfect. Not sure about a DLM reset but the engineer did tell me he had reset the line.
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Distinguished Expert
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Message 8 of 12

Re: BT Infinity 80MBps Sync 77.4 limited to 32MBps but not capped!

Glad to hear they did it, pity it didn't make a difference.
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ferengi
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Message 9 of 12

Re: BT Infinity 80MBps Sync 77.4 limited to 32MBps but not capped!

I've an update for anyone interested.

 

Firstly I'd like to say that BT Care have been very good in trying to sort this issue, keeping in constant contact and coordinating from one central point. I actually felt like someone had taken ownership of my complaint. This is a million miles from the extremely poor service I received via the Calcutta call centres.

 

Finally a point was reached when every avenue was exhausted and as there was nothing further that could be done.  I was offered various options for resolution, all of which where acceptable and I was in the process of deciding which one to take when.....(now here's where it gets interesting)..

 

I ran a speedtest again this weekend and got a steady 75/10Mbps.  I've run the test several times this weekend and it's always around 75/10Mbps.  This is via speedtest.btwholesale.com and www.speedtest.net.

 

What had changed?  Well, I can't speak for the BT Network but I had recently opted out of BT WIFI/FON !!  I can't prove this is the cause but now my HomeHub 4 no longer transmits FON/WIFI signals ALL my bandwidth is now available.

 

Could BT WIFI/FON really have been using over 40Mbps?

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chris6273
Recognised Expert
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Message 10 of 12

Re: BT Infinity 80MBps Sync 77.4 limited to 32MBps but not capped!


@ferengi wrote:

I've an update for anyone interested.

 

Firstly I'd like to say that BT Care have been very good in trying to sort this issue, keeping in constant contact and coordinating from one central point. I actually felt like someone had taken ownership of my complaint. This is a million miles from the extremely poor service I received via the Calcutta call centres.

 

Finally a point was reached when every avenue was exhausted and as there was nothing further that could be done.  I was offered various options for resolution, all of which where acceptable and I was in the process of deciding which one to take when.....(now here's where it gets interesting)..

 

I ran a speedtest again this weekend and got a steady 75/10Mbps.  I've run the test several times this weekend and it's always around 75/10Mbps.  This is via speedtest.btwholesale.com and www.speedtest.net.

 

What had changed?  Well, I can't speak for the BT Network but I had recently opted out of BT WIFI/FON !!  I can't prove this is the cause but now my HomeHub 4 no longer transmits FON/WIFI signals ALL my bandwidth is now available.

 

Could BT WIFI/FON really have been using over 40Mbps?


Great news! I've always had a very good experience with the Mods whenever I've had an issue as-well!

 

Maybe this WIFI/FON feature issue  is something that 'could' be further investigated by the Hub team if it's a widespread issue (I'm not sure whether it's enabled by default) - Have you passed this information onto the Mod team?

 

Only things I can think of is the Hub having an issue with it's QOS, someone using up all the bandwidth or there being a bug. AFAIK the Hub is 'supposed' to prioritorise your traffic so I doubt it would be someone using up all the bandwidth.

 

At least you've got it fixed though!

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