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FabM
Beginner
590 Views
Message 1 of 14

BT Infinity speed is awful! Apparently a hard engineering fault has appeared twice now in a week!

Hello,

About 3 weeks ago I notice my connection had gone from 60Mbps to 40Mbps. I had never had a problem with my Infinity service and sung it's prasies continually.

From when I noticed it got to 40Mbps, the concenection has now degraded all the way to around 4Mbps. This is unacceptable.

2 weeks ago I called BT and they told me it was a hard engineering fault which would take 48 hours to be resolved. I hadn't got back on to this computer till now and the connection is still at 4Mbps - but becuase I hadn't called them after 48 hours they stopped caring and didn't fix it. (Last time I check I'm paying them to give me internet, so they ought to fix it no matter  if I call them at a later point)

About an hour ago I got off from an hour long phone call with BT. They told me there was another hard engineering fault (leading me to believe that they lied and didn't fix it in the first place) and that it would take another 48 hours. This is unnacceptable and I have no confidence that will bother to do anything in 48 hours.

According to them the fault is from the exchange to my home, yet BT's online speed test on this website it catagorically telling me from the exchnage to my home the speed is 66Mbps but from my home to my device it's at 4Mbps.

I've tried everything; disconnecting every other device, testing on other routers, using new cables, etc. Yet to no avail

I also found the customer service appaling with the person and then subsequently his superviser just reading the same lines off his script after every question I asked, and could not answer any of my questions and respond to any of complaints with an acceptable answer.

It was precisicly this problem that led me to switch from AOL to BT and now after months of a perfect service I'm getting the same problem.

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13 REPLIES 13
steve1412
Contributor
573 Views
Message 2 of 14

Re: BT Infinity speed is awful! Apparently a hard engineering fault has appeared twice now in a week

Welcome to the utter shambles that is called BT.

they really should be taken to trading standards for the pathetic broadband they offer.

what they advertise and what you actually receive is a disgrace and contravines trading standards. i have had persistant issues with infinity and lack of speed and because of this, i have an unusable Vision service. i do however have the pleasure of being ripped off by BT at the rate of £44 per month.

as a 'heads up' for you, do not ring BT customer services, they are a bunch of ill informed indians who know nothing and much can be said for the mods on here. they spout the same fodder answer to virtually every question and ask you lick their backsides by clicking the 'like' button

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FabM
Beginner
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Message 3 of 14

Re: BT Infinity speed is awful! Apparently a hard engineering fault has appeared twice now in a week

I thought as much. Argued for so long trying to get my representative to stop spouting the BS on his scripts and give it to me straight!

Never had a problem before - may have to start searching for another ISP

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Distinguished Sage
541 Views
Message 4 of 14

Re: BT Infinity speed is awful! Apparently a hard engineering fault has appeared twice now in a week

are you connecting to your hub using a wired or wireless connection
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kia1
Beginner
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Message 5 of 14

Re: BT Infinity speed is awful! Apparently a hard engineering fault has appeared twice now in a week

Steve good answer!

 

Yes i also like calling India for them to talk very condescendingly to me, turn off hub, check cables etc etc no help at all!!

for the money would expect better service, in fact would prefer to pay more if they had call center in UK.

 

John, do you work for BT?

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Highlighted
Guru
Guru
510 Views
Message 6 of 14

Re: BT Infinity speed is awful! Apparently a hard engineering fault has appeared twice now in a week

Hi kia1,

 

This is a BT Retail Customer to Customer help forum, so john46 is just a customer like yourself.

Even though the forum is moderated by the BT Care Team, not all the posts are read.

 

For the community members to help you, please can you post the results of a BT Wholesale speed test with the IP Profile.

You can do this by going to http://speedtest.btwholesale.com After Quick Test is done you need to click "Further Diagnostics" to get IP Profile.

 

This is best done with a wired Ethernet connection, as using a Wifi (wireless) connection can pick up interference of other electrical devices.

 

If there is an issue with your BT Retail broadband service that the community members are unable to help you with then the BT Care Team (Mods) will be able to help. They are a UK based specialist team who have a good reputation for solving customer problems.

 

Cheers 


jac_95 | BT.com Help Site | BT Service Status
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FabM
Beginner
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Message 7 of 14

Re: BT Infinity speed is awful! Apparently a hard engineering fault has appeared twice now in a week

Here is the IP profile from the speed test:

 

I am using a wired connection
I have tried all the BS that broadband companies say will fix your internet such as turn it on and off, power cycle the router...!

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Guru
Guru
466 Views
Message 8 of 14

Re: BT Infinity speed is awful! Apparently a hard engineering fault has appeared twice now in a week

Thanks for the speedtest results FabM,

 

Your IP Profile looks okay at 65.43mbps though your througput speed is low.

 

Has it been at about 4mbps all through the day or at certain times?

 

It may be a case of waiting for the 48hrs period for your line to be sorted, though if it is still not sorted after that time then you may want to contact the BT Care Team.

 

Though we'll see what the other forum members think.

 

Cheers


jac_95 | BT.com Help Site | BT Service Status
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FabM
Beginner
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Message 9 of 14

Re: BT Infinity speed is awful! Apparently a hard engineering fault has appeared twice now in a week

It's been at 4Mbps for about 2 - 3 weeks now!

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Distinguished Guru
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Message 10 of 14

Re: BT Infinity speed is awful! Apparently a hard engineering fault has appeared twice now in a week

BT can't fix exchange faults - that's Openreach do that.

Have you tried connecting the modem directly to the PC and setting up a PPPOE session?
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