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kia1
Beginner
442 Views
Message 1 of 16

Poor customer service really poor latency speeds

Hello anybody that reads this!

 

Many moons ago I used to have UKonline as my BB provider, excellent service and speeds - 16ms ping, 8 up load and 20 download, then I saw BT Infinity as a gamer I thought wow this would be better!!

 

Truth - using the same server the actual ping was 22ms so I call BT and ask for help and guess what NO HELP! Other than try restarting your router.........

 

Over time it actually did speed up to 15ms and I thought ok that is good.

 

I am now using Infinity 2 - upload 16 and download 62 the ping latency remained the same, so I just got on with it.

 

Now to my horror over the last 3 weeks my ping has shot up to 34ms which is annoying but what really is annoying is that you get absolutely no tech help from BT that is worth while, a simple question of why is my ping now at 26ms when for 18 Months it has been steady at 12ms???

 

New router, home hub 3 etc, same server and same server on speedtest..Maidenhead

 

To rub salt in the wound I did actually have speedtests ( Maidenhead ) for 1 full day at 8ms fantastic!! So WHY????? from then on is it much higher - 26ms.

 

Would be nice to talk to a British person working in Britain rather than India!!!!!!!!!!!!!

 

High cost, poor customer service, poor speeds and on occasion even BBC iPlayer drops out due to low bandwidth!!

 

Any help would be great.

 

Thanks a fed up BT customer.

 

 

 

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15 REPLIES 15
steve1412
Contributor
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Message 2 of 16

Re: Poor customer service really poor latency speeds

cancel your direct debit and buy a decent broadband service, that is what i am going to do

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Deathtrap3000
Recognised Expert
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Message 3 of 16

Re: Poor customer service really poor latency speeds

34ms What a horror indeed

There's nothing wrong with that and you will be extremely hard pressed to get bt to do anything at all about it.

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Distinguished Guru
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Message 4 of 16

Re: Poor customer service really poor latency speeds

A blink of an eye is between 300-400 ms 😄
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kia1
Beginner
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Message 5 of 16

Re: Poor customer service really poor latency speeds

I posted this thread in the hope that i may get some assistance, by the looks of things many other people like myself have BT BB Infinity and it does not deliver what the company is advertising.

 

 

Quote " 34ms What a horror indeed

There's nothing wrong with that and you will be extremely hard pressed to get bt to do anything at all about it. "

 

If you had taken the time to at least read my thread correctly you would notice;

a - my previous provider on copper wire was faster than my current latency

b - 18 months i have had good latency of 15ms so why should it jump to 34ms

 

Besides all that people in my gaming server from continental Europe have better latency and the server is in London.

 

Bt Infinity is a joke!!!!!!!!!

 

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Distinguished Guru
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Message 6 of 16

Re: Poor customer service really poor latency speeds

It may have jumped due to interleaving being put on your line by DLM
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kia1
Beginner
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Message 7 of 16

Re: Poor customer service really poor latency speeds

Thanks Ray,

 

I am told that interleaving is on all Infinity and it is not an option to have turned off.

 

To be honest i cant see why it can not be turned off.

 

One thing i have managed BT to do is turn off BT FON - BT FON is on all infinity uses from the day you turn your router on, BT will expalin it makes no difference - total rubbish again it does and it has to do as it takes up bandwidth.

 

So all uses ask for it turning off.

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kia1
Beginner
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Message 8 of 16

Re: Poor customer service really poor latency speeds

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Distinguished Guru
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Message 9 of 16

Re: Poor customer service really poor latency speeds

Not quite, interleaving goes on and off automatically and is controlled by DLM. It just does that - on, off, on, off and no-one knows why.

As you can tell from your 2 speedtests, it was off but now it's on.
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
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kia1
Beginner
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Message 10 of 16

Re: Poor customer service really poor latency speeds

Ray thanks again,

 

So am i correct in thinking that interleaving going on off on off should mean that i would get high/low latency speed results for every speed test?

 

if so then how can it have been so steady for 18 months?

 

again thanks

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