cancel
Showing results for 
Search instead for 
Did you mean: 
murdochp15
Aspiring Contributor
519 Views
Message 1 of 14

Fault Tracking not listed on my BT account for Infinity 2

Hi

 

Been suffering really bad performance of my Broadband speed ( using BT Wholesale Speed Test)

I pay for infinity 2 ( 42mb-76mb)  I am getting 39Mb,  Last week I eventually get a BT engineer organised to visit

only for it to be cancelled and said fault at the exchange no need for engineer to come out, So had already booked

1/2 day off. Now I come to track the status and the fault tracking no... is not on my list, ( no proof anything going

to be done. Spend 1/2 hour on chat , get a new tracking no and promise of engineer visit!!! ( confused to least)

So I make a REAL call to SWANSEA, he can see the fault no and seems to think exchange will fix my issue at the exchange. But I have little confidence, My Broadband speed has been getting slower

(INFINITY 2 Line to a BT MODEM to a BTHOMEHUB 4 wired to my IMAC ( achieving 38/Mbs/)

Using other speed test , Guy on next street getting 64M/bs. When Mine was first connected with a fresh Phone line

I only ever got 57M/bs and its being going downhill every since.. Though the Price for it nows stands at £56 per month.

Lets hope BT put something in my File ( tracking logs) so they have proof I am reporting **bleep** line throughput

 

0 Ratings
Reply
13 REPLIES 13
Distinguished Sage
Distinguished Sage
489 Views
Message 2 of 14

Re: Fault Tracking not listed on my BT account for Infinity 2

can you run btspeedtester (preferably not with firefox) and when first test completes then run diagnostic test and post results  http://speedtest.btwholesale.com/

 

unfortunately as you use a modem you cannot post any stats - unless modem is unlocked



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
murdochp15
Aspiring Contributor
479 Views
Message 3 of 14

Re: Fault Tracking not listed on my BT account for Infinity 2

Download speedachieved during the test was - 39.69 Mbps
 For your connection, the acceptable range of speedsis 40 Mbps-40.75 Mbps .
 Additional Information:
 IP Profile for your line is - 40.75 Mbps

 

Upload speed achieved during the test was - 11.58Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps

 

 

seems the blog doesnt like to upload images of my results...

s mentioned, I first joined BT I achieved 57Mb/s download speed,
I had engineer visit last year when it dropped to 40Mb/s
He checked everything and couldnt get it any faster after changing main socket. Then he asked someone at the exchange to reset something and it hovered around 49Mb/s to 51Mb/s . Now 12 months later I am back to good old 40/39/38 Mb/s Seems I am paying alot for something I am only getting half of. Also I am now bei g quoted we only guarrantee 35Mb/s on infinity 2.. I think they need to check the quality of the line over the last 15 years its been dropping and unless its built in to replace or upgrade the lines on regular basis this is going to happen to everyone... PS no change today after (said exchange was being worked on today!!!!) PS still no record of the fault I reported on my Account details... So lets hope someone has written it down. VOL-053-************* given but not recorded..

0 Ratings
Reply
Moderator
Moderator
472 Views
Message 4 of 14

Re: Fault Tracking not listed on my BT account for Infinity 2

@murdochp15 Please use the 'click here to contact the mods' link in my forum profile to send in your details and we'll be happy to help you with this. You can find the link by clicking on my username. 

Thanks

Neil

Community ModeratorNeilO
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”Kudos”
0 Ratings
Reply
murdochp15
Aspiring Contributor
440 Views
Message 5 of 14

Re: Fault Tracking not listed on my BT account for Infinity 2

See my Fault tracking no's been removed and no contact from BT to the status of the non-existing recorded

Tracking no... So I have no proof other than No's I made note of... 

Is BT fixing my phone at the exchange, have they done anything,  ( I just Btwholesale checked) still ticking at 38Mb/s

I am on infinity 2..... not 1 .... I am paying for Infinity 2 service not 1...

 

Please can someone give me some update... ( guy from Swansea) did his call at 2pm yesterday to tell me

he was waiting for email... from BT Openreach....  So  I am at the bottom...  I suspose its escalation time.. OMBUDSMAN

 

 

0 Ratings
Reply
murdochp15
Aspiring Contributor
423 Views
Message 6 of 14

Re: Fault Tracking not listed on my BT account for Infinity 2

Its another Day and still BT dont contact me

regards my Fault tracking for my very slow Broadband

**Edited**

Tested the line now with BT wholesale speed test and get 34M/bs... download

Download speedachieved during the test was - 34 Mbps
 For your connection, the acceptable range of speedsis 40 Mbps-40.75 Mbps .
 Additional Information:
 IP Profile for your line is - 40.75 Mbps

Upload speed achieved during the test was - 11.32Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps

on infinity 2

I remember when I joined several years ago this was promised 76M/bs but got 57Mb/s

so here I am today dwindling down to £34M/bs and I just get quoted the guarrantted min is 35M/bs for infinity 2

I have neighbours a few streets away getting 70M/bs on a regular basis... I feel the problem should be fixed

I should get a massive refund for the poor service I have had,  The moderator needs to get his thumb out

after I gave him my details to escalate...    " But those words its a fault at the exchange it doesnt need an engineer to

visit.  But I keep mentioning... where is the tracking status for this fault NO given . Its not on my account

Did have a nice phone call from BT asking why I was leaving BT business... account.  Its not business its a consumer

account... DOH... So whats the offical emails I complain to. To get someone to give me the Service I first received

57MB/s several years ago.. to offer refund if they just going to drop it.  Or not invest in keeping the infrastructure

updated . As more people go to BT I get chopped in speed again..  

I think I need to flame off now... but if BT are listening ..... please phone me and fix my line...

0 Ratings
Reply
Sage
Sage
414 Views
Message 7 of 14

Re: Fault Tracking not listed on my BT account for Infinity 2

@NeilO has offered you help from the mods who are a BT specialist team.

Send him your details as requested and one of them will contact you within 3 days and look after you until your issue is  resolved.

0 Ratings
Reply
murdochp15
Aspiring Contributor
391 Views
Message 8 of 14

Re: Fault Tracking not listed on my BT account for Infinity 2

Already filled in your reply.????
0 Ratings
Reply
murdochp15
Aspiring Contributor
354 Views
Message 9 of 14

Re: Fault Tracking not listed on my BT account for Infinity 2

Engineer been today

 

Changed my Socket for Latest Model ( adsl/phone sockets side by side not top/bottom

Invested in an Integrated HH6 ( modem/Broadband in same Box now not separates( HH4 +Modem)

The HH6 actually reduced my Btwholesale tests  downwards... (from 38Mb/s to 36Mb/s)

 

But engineer now done a DSM reset at exchange,,, and wholesale speed steady at 46Mb/s...

Will need to wait 10 days to see if it drops significantly , At least its better than what it was

but having dug out my 2016 reports (54Mb/s) its on the decline, If it gets any worse I will seriously need to

consider going for a Cheaper option.

Watch this space as I report more data..

Download speed
achieved during the test was - 46.77 Mbps
 For your connection, the acceptable range of speed
is 40 Mbps-46.87 Mbps .
 Additional Information:
 IP Profile for your line is - 46.87 Mbps

 

Cheers

0 Ratings
Reply
Moderator
Moderator
339 Views
Message 10 of 14

Re: Fault Tracking not listed on my BT account for Infinity 2

@murdochp15 thanks for updating the thread, I'm glad to see the engineer was able to improve your connection speed. I'll do a few checks and follow up with you again next week to make sure it's stable.

Community ModeratorNeilO
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”Kudos”
0 Ratings
Reply