cancel
Showing results for 
Search instead for 
Did you mean: 
DianaH
Contributor
544 Views
Message 1 of 20

Infinity 2 - Terrible speeds and disappointing customer service.

The Problem:

 

During the day, from approximately 9am to midnight, the speed of the connection both up and down is, frankly, unacceptable. However, without fail, at around 12:10am the connection speed shoots up immediately to 65Mb/s, which is about 98% of the profile speed. It then falls back to around 3 - 6Mb/s after 9am.

 

It has been as slow as 1Mb/s...

 

tap3.jpg

 

 

Attempts to rectify this:

 

#1

 

I called the helpdesk and, after the usual hour or so of wading through the scripts (you all know how it is and I won't bore you with it again), the lady at the end of the phone decided that my PC was at fault. When I said that I had tested it with multiple devices, all wired, all with the same results she declared that they were all faulty.

 

She said because there were no faults showing on the line (this is correct - the line is fine and the profile is superb considering where we live) then no further action could be taken. Unless, of course I would like to pay for an engineer to come round, test everything and find no fault.

 

I suggested I would escalate this further.

 

Upon hearing this she immediately discovered a network fault and said an engineer would get back to us and asked me what time I would like the call.

 

"7pm please."

"Umm.. is between 7 and 8 ok?"

"Yes."

"How about between 6 and 8?"

"If you must."

"Well, actually, it might be between 5pm and 9pm."

"I'll be out after 8."

"OK."

 

So why ask what time I wanted to be called?!

 

The engineer did call, but whilst I was driving and after 8pm, and left a message saying the problem was solved. He asked me to text back if it was still not working. It wasn't fixed, so I texted back but the engineer cleared the fault anyway.

 

Back to square one.

 

#2

 

Called the helpdesk again, went through the scripts ermm again, and was promised a phone call back which did arrive. Got a much more helpful lady who said it was being escalated to a specialist network team and they would... call me back.

 

#3

 

I got a silent call today from BT. When I picked up, no one answered. 30 minutes later I get a text saying that I had missed their call and they would call me back tomorrow at a time of their choosing, whilst I am at work, incidentally. At 7pm this evening, and not at the time they stated, someone did call. The connection dropped (a fairly common occurrence) and the rep. left another phone message saying I'll get another phone call.

 

It's just a cycle of phone calls, dropped connections, messages, phone calls, drops... ad infinitum.

 

----------------------

 

The staff are always friendly and polite, but very little seems to happen. It's a shame as I was delighted with the service when it was first installed - 75Mb/s. Sixty-five is fine, but 3Mb/s is not.

 

Is there someone who can help me get this to the people who can actually sort it out or am I doomed to just having to pay for a service I am not receiving until the contract runs out?

 

Thanks in advance.

 

 

 

bt infinity speeds - 9-3-15 to 11-3-15.jpg

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

helpdesk.jpg

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

availability-checker.jpg

0 Ratings
Reply
19 REPLIES 19
Distinguished Sage
Distinguished Sage
534 Views
Message 2 of 20

Re: Infinity 2 - Terrible speeds and disappointing customer service.

Your router stats look ok with 3+ days stable connection. The low speed time suggest possible interference which turns off at 12.10 and starts again at 9am - something like central heating


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
galabonnyboy
Aspiring Expert
511 Views
Message 3 of 20

Re: Infinity 2 - Terrible speeds and disappointing customer service.

 

I find it funny how you are putting this on central heating haha what a joke

0 Ratings
Reply
galabonnyboy
Aspiring Expert
509 Views
Message 4 of 20

Re: Infinity 2 - Terrible speeds and disappointing customer service.

0 Ratings
Reply
Distinguished Sage
Distinguished Sage
499 Views
Message 5 of 20

Re: Infinity 2 - Terrible speeds and disappointing customer service.

It is a very strange time for speeds to be ok

Anyway you should remove your phone number before you get more sales class than you can handle


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
galabonnyboy
Aspiring Expert
496 Views
Message 6 of 20

Re: Infinity 2 - Terrible speeds and disappointing customer service.

So what do you suggest we do then?

Paying for up to 76mb, and getting 3-4mb

And I cant get an enginner to come out as this will be done before 4pm most likely and the speed will be fine.

0 Ratings
Reply
DianaH
Contributor
487 Views
Message 7 of 20

Re: Infinity 2 - Terrible speeds and disappointing customer service.

Yup, there is something going on at the exchange. We had the exact same problem in January of last year with our ADSL broadband, before fibre was available.

 

You can set your watch to the time the full speed connection becomes available and I seem to recall that something had been wired incorrectly at the exchange last year. Fortunately I still have the fault reference for that issue and it has been passed on, but to no avail.

 

I think I was probably one of the first households to be connected to Carnwath and for months it was fantastic. BT then widely advertised the availability through leafletting and I expect many people signed up. Perhaps too many?

 

In 2014 BT themselves suggested it might be interference, such as central heating (it's not quite as outlandish a suggestion as it might at first appear) but I can assure you that we do not have an EMP machine capable of taking out connections in a 5 mile radius hooked up to a timer! We also certainly don't turn our heating on when we go to bed and switch it on when we get up in the morning and I suspect most people don't either, but I appreciate the thinking; sadly, it just isn't the case.

 

This is something that is affecting the entire area who are hooked up to the Carnwath exchange, we've had it before, it was solved satisfactorily and it's re-emerged. If it was fixable once, it's fixable again, surely?

0 Ratings
Reply
Highlighted
galabonnyboy
Aspiring Expert
477 Views
Message 8 of 20

Re: Infinity 2 - Terrible speeds and disappointing customer service.

I think the issue is at Lanark, as we are conencted through the Lanark Exchange I think that is where the issue lies.

0 Ratings
Reply
Distinguished Sage
468 Views
Message 9 of 20

Re: Infinity 2 - Terrible speeds and disappointing customer service.

As Andy _H posted herehttps://community.bt.com/t5/BT-Infinity-Speed-Connection/Very-slow-speeds-during-evening/m-p/1458981#M171106 over utilised SVLANS
0 Ratings
Reply
DianaH
Contributor
461 Views
Message 10 of 20

Re: Infinity 2 - Terrible speeds and disappointing customer service.

Looks like it might be part of the issue. The only thing I will add is that my speeds are appalling throughout the day *and* the evening, I've had this before, it was identified as an exchange or cabinet fault (I forget which) and was resolved to my complete satisfaction.

 

It really looks like something being 'switched' on or off after midnight. I will stay up and post the speed checks to prove, but having read the post you helpfully linked to, I suspect no one from BT will want to address problems from people in this area.

 

I will wait a few days to be proved wrong but if I get no joy then I will look into cancelling the service as BT are not providing the service they are contracted and paid for to provide. We all may as well pay for ADSL to be honest, if this is the case.

0 Ratings
Reply