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Message 1 of 21

Speed and connection issue - new infinity that was installed recently

Hi, before moving to this address I was with BT before and had Infinity, it was fine at my old address but not so much at this new address.

 

I had a right hassle getting it installed in the first place, it took almost 1 month and in the end it was a fault engineer that came out to install a broadband socket in the house and connect me at the exchange. It was fine for about 2 weeks but now the speed has dropped and the upload has dropped, to add insult to injury it disconnects about 3-4 times a day (sometimes more) everyday without fail, I tried raising a fault with BT but when I phoned I don't think the guy I was talking to understood me properly, he didn't speak fluent english.

 

I've ran a speed test and this is the speeds I currently get

 

Download Speed: 31068 kbps (3883.5 KB/sec )   Upload Speed: 5131 kbps (641.4 KB/sec )

 

Prior to this issue I was getting around 48000 KBPS (6000+ kb/sec) download and 9000 (890 kb/sec) upload

 

So as you can see it is quite a substantial loss, albeit not a huge one but its still less than I had.

 

Is it possible a Moderator on these forums could help me out with this? i'm almost 99.9% certain its either a fault on the line (that apparently isn't showing up via fault checks) or the phone socket the fault engineer installed might be dodgy.

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Message 2 of 21

Re: Speed and connection issue - new infinity that was installed recently

Is your phone line crackly at all?
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Message 3 of 21

Re: Speed and connection issue - new infinity that was installed recently

No, the phone itself is nice and clear.
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Message 4 of 21

Re: Speed and connection issue - new infinity that was installed recently

Pity, it would be easy to report a phone fault. Did you try the automated phone checker? https://www.bt.com/consumerFaultTracking/public/faults/reporting.do?pageId=21
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Message 5 of 21

Re: Speed and connection issue - new infinity that was installed recently

Just gave that a go, result was

 

"We cannot detect a problem with this line."

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Message 6 of 21

Re: Speed and connection issue - new infinity that was installed recently

The disconnections indicate a problem. It could be the master socket is not the first junction on your internal wiring, or your phones are incorrectly filtered. Do you have a sky box?
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Message 7 of 21

Re: Speed and connection issue - new infinity that was installed recently

No, the way its setup is

 

 

Phone socket -> Phone + Router -> router to 2 pc's

 

Nothing else

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Message 8 of 21

Re: Speed and connection issue - new infinity that was installed recently

and you have the new style master socket?

 

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Message 9 of 21

Re: Speed and connection issue - new infinity that was installed recently

I would assume so, the socket itself was only put in a few weeks ago straight out of a BT engineer van.

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Message 10 of 21

Re: Speed and connection issue - new infinity that was installed recently

There's a test socket in there when you unscrew the faceplate. If you connect the modem to the test socket and you still get disconnections, then you probably have a line fault which will require an engineer to fix....

unless the disconnections are simply wireless that could be due to wifi interference, of course.
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