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Distinguished Sage
1,106 Views
Message 11 of 13

Re: BT Infinity Upgrade........ Very poor speeds (Mods help please...)

I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days

They are a UK based BT specialist team who have a good record at getting problems solved
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Numb3r6
Contributor
1,094 Views
Message 12 of 13

Re: BT Infinity Upgrade........ Very poor speeds (Mods help please...)

Cheers for that, I used the link supplied by another respondent and am hopeful someone will come back to me to clarify things. Speed seems back in the land of "acceptable" but does not feel where it used to be and my records (thanks to speedtest.net) show some variance.

 

I just have this nasty feeling that there's some policy where day1 speeds are designed to impress, and subsequently something happens to erode that. Naturally I don't expect anyone to admit that, but a combination of poor experience of the previous service, and the way things have been handled are not inspiring confidence.

 

As someone with many years of IT experience the handling is just hacking me right off. I just don't see any logic to the approach, and it's not helped by an absence of updates in the place I'd expect to see them. I presume they don't have such a thing as SLAs, because if I'd delivered to these timescales without keeping the customer updated and informed I'd rightly expect a flogging.

 

At the end of the day, efforts to resolve seem to focus on the customer installing a potentially out of date (not upgraded) router!!

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Numb3r6
Contributor
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Message 13 of 13

Re: BT Infinity Upgrade........ Very poor speeds (Mods help please...)

An update:

-The open problem with BT has been closed without any form of update that I can see, nor has any update been communicated to me, advisiing of progress and outcome of the "further tests" that were allegedly taking place.

-No-one has clarified why I was sent a HH v3 Type A, when I already have a Type B.

-No-one has followed up on the customer feedback survey I was asked to complete.

 

So over a week since I sought help from BT, I am none the wiser as to why I was getting 50% of my expected bandwidth, nor any clearer on any work being carried out to investigate/resolve the problem. Hell, even if they came back to me with "no fault found" on the tests that would be something.

 

BT - you have some SERIOUS customer service issues.

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