Ever since I renewed by Infinity 1 Contract last October I have had nothing but problems. As soon as I renewed my contract the broadband dropped out. I managed to get onto Live Chat via my phone and was told that as I'd placed a new order this was normal and would settle down in a few days. This was despite the fact I hadn't placed a new order and had just renewed.
This turned out to be just the start of my issues. Since then I have logged various complaints as the broadband will intermittently drop out and become unuseable. I have spent numerous hours on Live Chat and the phone without any resolution. More recently I have tried doing my own troubleshooting and discovered that the Upload speed I am receiving is between 0,3mbps and 0.6mbps. My mobile data gives me 33mbps! I have menntioned this to BT numerous times and been told they do nnot support this. My download speed is also slower than advertised but I am less concerend about that.
I am writing this forum post as a last resort to try to get a resolution. I have escalated through the technical teams who have been useless and have just got off the phone with a BT Manager who was very frustrating to speak to and did not understand my issues at all. I was offered £25 despite my problems being on-going since October and told there was nothing else he could do. I was offered an engineer visit but was then told I would have to pay £129.95 if the fault was on my premises.
Can anyone else on here help? I will be raising a formal complaint with OFCOM but in the meantime I'd like to have useable broadband! I really am fed up of this. As I said up until my renewal I was very happy with the service which was why I renewed. I now massively regret my decision!
can you post stats from your hub
enter your phone number and post results remember delete number https://www.btwholesale.com/includes/adsl/main.html
try quiet line test dial 17070 option 2 should be quiet and best with corded phone
run btspeedtester and when first test completes then run diagnostic test and post results must be done wired and preferably using IE/Edge
Thanks for the reply. Results below...
If hh6 then advanced settings then technical log information and if hh5 then troubleshooting then helpdesk
Have you tried connecting to the test socket with a filter and see if that helps?.
Your down connection speed is within your estimated range but up speed is very low. There is no guarantee on download speed. Do you notice if download speed ok during off peak but poor at peak?
OFCOM will note your problem but that do not take individual cases unless you get deadlock letter