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SuperFlyGuy
Contributor
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Message 21 of 41

Re: Infinity 2 speed drops over the last 6-8 months

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That's the problem.

 

I repeated that I'd like to arrange an engineer visit multiple times when speaking to each of the CS people and they seemed reluctant to do this.

 

Instead they seemed happier to try and trouble shoot my WiFi speeds even though I kept telling them I was using a wired computer.

 

If an Openreach engineer came out and proved that their equipment plugged into our master socket was returning the full speed and thus it was a fault on our side, I'd gladly pay the £130 call out fee.

 

So how do I get an engineer visit arranged without having to speak to BT Customer care?

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SuperFlyGuy
Contributor
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Message 22 of 41

Re: Infinity 2 speed drops over the last 6-8 months

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Also, if no-one here can help because I'm unable to provide stats from our router, can a moderator not get in contact with me so they can look into this in more detail.  Presumably, they have a lot more power in terms of what they can check.

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Moderator
Moderator
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Message 23 of 41

Re: Infinity 2 speed drops over the last 6-8 months

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@SuperFlyGuy I'm sorry about the customer service provided when you call that's not good at all. Please use the 'contact the mods' link in my forum profile to send in your details and we'll be happy to help you get this fixed.

 

You'll find the link by clicking on my username .

Thanks

Neil

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SuperFlyGuy
Contributor
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Message 24 of 41

Re: Infinity 2 speed drops over the last 6-8 months

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I had an openreach engineer visit booked for today between 08:00 and 13:00 (kindly arranged by Neil, one of the forum moderators)

 

As it's now nearing 13:00 with no sign of the engineer, what are the chances that he/she is going to arrive at all today?

 

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Sage
Sage
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Message 25 of 41

Re: Infinity 2 speed drops over the last 6-8 months

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If he hasn't turned up get back in touch with Neil and advise him.

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SuperFlyGuy
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Message 26 of 41

Re: Infinity 2 speed drops over the last 6-8 months

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I've just sent Neil a private message so will wait and see.

 

I've just read too many stories on these forums about engineer no-shows.

 

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Distinguished Sage
Distinguished Sage
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Message 27 of 41

Re: Infinity 2 speed drops over the last 6-8 months

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@SuperFlyGuy wrote:

I've just sent Neil a private message so will wait and see.

 

I've just read too many stories on these forums about engineer no-shows.

 


Did you use the "conact the mods link" as the moderators cannot deal via private messaging?

 

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Moderator
Moderator
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Message 28 of 41

Re: Infinity 2 speed drops over the last 6-8 months

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@Keith_Beddoe I've called spoken to@SuperFlyGuy.

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SuperFlyGuy
Contributor
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Message 29 of 41

Re: Infinity 2 speed drops over the last 6-8 months

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@NeilOI got your e-mail message earlier.

 

As you say, the engineer replaced the Openreach modem as he was seeing higher sync speeds when bipassing it.

 

He also replaced the master socket, not because it was faulty, but because there is a newer version now apparently, that's supposed to provide bettering shielding/filtering.

 

My IP profile, according to the BT wholesale performance tester is 33.25 Mbps and download speeds are currently at around 32Mbps.

 

The engineer did say that DLM should increase this over the next 7-10 days.

 

Hopefully our IP profile should increase as I know our line is capable of more than 32Mbps.

 

He ran tests on the line and gave it a clean bill of health so I know our phone line doesn't have any faults.

 

I'll post back in 5-10 days to let you know how things are going.

 

I'll be happier when our profile increases back to what it used to be (around 39Mbps).

 

Regards

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SuperFlyGuy
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Message 30 of 41

Re: Infinity 2 speed drops over the last 6-8 months

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Also, I should just add that Neil has been brilliant throughout.  What good customer service should be.

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