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Moderator
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Message 11 of 32

Re: BT Infinity 2 slower than guaranteed minimum speed

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@siwhite 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 take a look at this for you. You can find the link by clicking on my username.

Thanks

Neil

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Message 12 of 32

Re: BT Infinity 2 slower than guaranteed minimum speed

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@radiomyke I just kept on at them - politely.  Following the process and saying the same thing over and over.

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Message 13 of 32

Re: BT Infinity 2 slower than guaranteed minimum speed

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@NeilO Done that. 🙂

 

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Message 14 of 32

Re: BT Infinity 2 slower than guaranteed minimum speed

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@siwhite Thanks, we'll be in touch. I've take down the ref as it's best not to post any private info on a public forum Smiley Wink

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Message 15 of 32

Re: BT Infinity 2 slower than guaranteed minimum speed

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@NeilO good shout. 

#shouldknowbetter

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Distinguished Guru
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Message 16 of 32

Re: BT Infinity 2 slower than guaranteed minimum speed

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Hi @siwhite,

I've placed an order directly with my suppliers to see if it improves your connection. It's due to complete on Tuesday and it can take a few days for your line to stabilise. I am personally going to be out of the office from Tuesday 8th until the following Tuesday. There is the possibility that we'll need an engineer out to check your connection and see if they can improve your profile if my order doesn't help improve it. Are you happy to wait until I am back in the office on the 15th or would you rather I had a colleague follow up with you later in the week to potentially book a visit?

Thanks

DanielS

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Message 17 of 32

Re: BT Infinity 2 slower than guaranteed minimum speed

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@DanielS. Thanks for that.

There is an engineer appointment scheduled for Tuesday 8th in the morning.  Sounds like that should be cancelled / rearranged. Happy to let things take their course.  

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Message 18 of 32

Re: BT Infinity 2 slower than guaranteed minimum speed

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You are very welcome @siwhite.

The broadband "boost" engineer was scheduled for Tuesday but it was cancelled. I would have let it go ahead if it was still there. I'm sorry that you weren't told before now. If you find that the speeds don't improve much next week, please post up here and ask for an engineer appointment. If it's before I'm back on the 15th, one of my team can arrange it for you. The appointment times are either between 8-1pm or else 1-6pm.

Thanks

DanielS

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Message 19 of 32

Re: BT Infinity 2 slower than guaranteed minimum speed

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@DanielS Cancelled eh? Thanks for the heads up.

I work from home mainly so timings aren't generally an issue.

Thought this might be of interest.  It looks like it's trying:

Tech Log "WAN"Tech Log "WAN"

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Message 20 of 32

Re: BT Infinity 2 slower than guaranteed minimum speed

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Hi @siwhite,

There looks to have been an issue between sending it to Openreach and them accepting it. I'm sorry that happened.

I'll be in the office tomorrow and Monday should you need me. The order I've placed has been committed by BT Wholesale and will complete on Tuesday at the latest all going well.

Thanks

DanielS

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