Two weeks ago I moved into a property that had been empty for a while.
I ordered a new telephone line and Infinity 2. Engineer arrived as promised, and left me with a phone and broadband connection. My neighbours (terraced house) on both sides bith get 76Mb, however i only receiven 23Mb. I logged a fault via online chat, went through the diagnostics and was told bt would investigate. A few days later the fault was marked as complete, but my speed is still at 23Mbps.
I then raised another call via phone. Afer going through the speedtest and diagnostics again the operator agreed to send an engineer out. Engineer comes out, tests my cabling/sockets - no problem. The fault lays between my exchange and my house - the cables are not rated for speeds above 23Mbps apparently. He said Openreach will sort this out in a few days.
A few days come and go and no speed improvement. I powered the BT smarthub off and on, and my sync speed remains at 23Mbps.
This latest fault record has now also been marked as complete!!!
I've just finished another online chat (and saved it) to raise another fault record. I had to go through the same speedtest and diag process all over again. I finally managed to get the person doing the chat tomagree that an engineer did come out to my house, butbthere are no records tonsay what he did or why the call was marked as complete.
I'm at a loss as to how to proceed - all I want is the service that I'm paying for!!! Who can I contact for someone to take ownership of this issue?
Hi - I've attached screenshots as requested. Let me know if there's a way to attatch files instead. I've also got a SamKnows box so I've attached thendownload stats from that as well.
I'm using a master socket 5c. Thi sis the only BT socket in the property.