cancel
Showing results for 
Search instead for 
Did you mean: 
Marksfish
Contributor
408 Views
Message 1 of 19

Infinity 1 issues

I have tried several methods of getting support, but have had no success. I have raised a complaint, that after the first phone call seems to have been ignored, so am hoping for some help here if possible.

 

I have recently been allowed to leave another ISP due to throughput issues at peak times. I jumped through a lot of their hoops and even had the obligatory engineer round to check the line before being allowed to "jump ship". I chose to come to BT and am beginning to regret the decision a couple of weeks later.

I have run tap3 tests and the results (a week apart) show what I am experiencing on my now 50M (apparently capped) sync and interleaved line!!

http://i220.photobucket.com/albums/dd122/marksfish/2_1.png

http://i220.photobucket.com/albums/dd122/marksfish/3.png


I have had issues with regular HH6 disconnects, so have also put my old router back into use again which has remained rock solid until disconnecting tonight for Tap3 testing.

Trying to raise a complaint resulted in the fault submitter failing to run after the speed tests, making me then click through several pages before being told to try again!! I raised a complaint and had a call back, despite asking for email communication. They told me categorically that the Tap3 tests mean nothing and there is no access to them. Not what I was told by my last ISP, who specifically asked for them to be run so they could access them and the diagnostics.

TBB speedtests have shown speeds of around 47- 48, whilst TestmyNet shows around a constant 42, that's a lot to lose in overheads.

My Samknows graph also shows a lot of activity in the throughput side of things.

http://i220.photobucket.com/albums/dd122/marksfish/chart_1472753210.png

Since opening the complaint, I have been mislead by the call centre, my line rate appears to have been capped and for the first time in 4 years, my line has had interleaving applied.

This is not the best experience I have encountered (not the worst yet either, but getting there!!).

0 Ratings
Reply
18 REPLIES 18
Marksfish
Contributor
374 Views
Message 2 of 19

Re: Infinity 1 issues

Speeds as low as 1.5 m3g last night and all evening around 13. Still no official support and no unofficial either. Seems I am not the only one suffering from congestion, I was lead to believe BT were one of the better players!!!

0 Ratings
Reply
Moderator
Moderator
359 Views
Message 3 of 19

Re: Infinity 1 issues

Hi @Marksfish,

 

I'll be able to take a look at your connection and run a few checks on your line. Please can you send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

0 Ratings
Reply
Marksfish
Contributor
349 Views
Message 4 of 19

Re: Infinity 1 issues

Thank you Paddy, I will do that now.

 

Mark

0 Ratings
Reply
Marksfish
Contributor
317 Views
Message 5 of 19

Re: Infinity 1 issues

I filled out the form and sent it. I appreciate I am not the only person having issues just now, but have heard nothing back. Speed has plunged again now to a dismal 14Mbps from 47. This is happening every 6 days or so and is a bit ridiculous.

 

Whoever in the call centre is dealing with call backs is not doing a brilliant job. I was told there would be a call at 7pm on 5th Sep, there wasn't. Then there was a call on the 8th saying they would ring back later and they didn't. Had they just replied by email as I had requested, we could b so much further down the road than the nowhere that we are now 😞

 

Mark

0 Ratings
Reply
Marksfish
Contributor
294 Views
Message 6 of 19

Re: Infinity 1 issues

tap2_12092016_1900.png

0 Ratings
Reply
Distinguished Sage
291 Views
Message 7 of 19

Re: Infinity 1 issues

the forum mods are busier than normal at the moment and are taking up to 5 working days to reply.personally to you by email or phone
0 Ratings
Reply
Marksfish
Contributor
290 Views
Message 8 of 19

Re: Infinity 1 issues

Thanks for the info John. I knew I wasn't the only one, but didn't realise there were that many Smiley Wink

0 Ratings
Reply
Distinguished Sage
286 Views
Message 9 of 19

Re: Infinity 1 issues

The mods cover 15 different boards on the forum and they are a very small specialist team
0 Ratings
Reply
Marksfish
Contributor
260 Views
Message 10 of 19

Re: Infinity 1 issues

And again tonight. Still no response from either official, nor unofficial means Smiley Mad Looks like I could be in line for a free transfer out of BT at this rate too. Fed up with all this now.

 

tap2_13092016_1905.png

0 Ratings
Reply