O/T BT Infinity speeds

[Christies Child]

No doubt some of you are are users of BT Infinity and are one of the 90% who are getting nowhere near the predicted download and upload speeds that you expected when changing over to Infinity.

I'm certainly loosing out and only get speeds of Download 7.53 and Upload of 4.64.

I've spent the last 30 minutes or so talking on line with a BT Customer Advisor who asked me to remove the fascia plate from my BT incoming box and connect to an internal test socket that increased my speeds to 22.25 and 5.04 respectively.

Great....or so I thought!

In order to achieve these speeds on a regular basis it would require a BT engineer to call and check out our wiring both to our home and internal. No problem except Bt want £130 to do this. I am not allowed to keep the fascia cover off their equipment for fear of internal damage during routine floor cleaning etc.

No doubt like others I paid an initial connection fee for Infinity when we signed up for BT Tv. I'm far from a happy chappy having to pay an additional charge for an obvious line fault that is not of my making.

Just wondering if any other SVers have had or are having speed problems with Infinity and have undertaken the above test exercise with a BT Advisor.

PS The advisory did suggest that I could use a non BT engineer but that is not advisable as the wiring is still BT property.

[shrimpnsave]

Had a nasty experience with BT in the past and wouldn't touch them with a bargepole!

[Phil Anderer]

No doubt some of you are are users of BT Infinity and are one of the 90% who are getting nowhere near the predicted download and upload speeds that you expected when changing over to Infinity.

I'm certainly loosing out and only get speeds of Download 7.53 and Upload of 4.64.

I've spent the last 30 minutes or so talking on line with a BT Customer Advisor who asked me to remove the fascia plate from my BT incoming box and connect to an internal test socket that increased my speeds to 22.25 and 5.04 respectively.

Great....or so I thought!

In order to achieve these speeds on a regular basis it would require a BT engineer to call and check out our wiring both to our home and internal. No problem except Bt want £130 to do this. I am not allowed to keep the fascia cover off their equipment for fear of internal damage during routine floor cleaning etc.

No doubt like others I paid an initial connection fee for Infinity when we signed up for BT Tv. I'm far from a happy chappy having to pay an additional charge for an obvious line fault that is not of my making.

Just wondering if any other SVers have had or are having speed problems with Infinity and have undertaken the above test exercise with a BT Advisor.

PS The advisory did suggest that I could use a non BT engineer but that is not advisable as the wiring is still BT property.

Neil, firstly I left BT due to the awful customer service. Plusnet, in spite of being owned by BT is far, far better. Secondly, there's a new box been installed recently at Dallam Bridge. Mrs A was told by one of the engineers doing the work that once that's connected to the transformer (some agreements to be sorted with the estate, I believe), our speed should improve noticeably. Hope that helps.

[Christies Child]

Cheers Phil......did wonder what the pre Christmas work at Dallam was all about; just hope that the Lady of the Manor plays ball and doesn't act true to form as she did about access to the footpaths through the woods that resulted in the Public Enquiry I understand.

Have to say that my contact with BT Customer Services to date has been good despite the difficulty in under standing the accent....

Have made a complaint via e mail to BT about being charged to correct their line. Will be interesting to see how they respond.

I suppose in theory the entire village will have better Broadband in time....but we will see.

[morecambegeek]

There is no issue with the line to your house - the speed when connected to the master socket confirms that.

Something between the master socket and the modem is causing you to lose speed.

First disconnect everything bar the modem and it's filter and check the speed. If that sorts it, there is a problem with something else connected to your socket.

If that doesn't, leave everything disconnected and try a new filter. If that doesn't work, the problem is probably the faceplate. They are property of BT, so strictly speaking you should't change them, but replacements are relatively inexpensive. If that fixed it, you could call them out and have your original replaced, which shouldn't cost anything.

The callout fee arises from any of the causes of low speed - long extension lead to the modem from the socket, loads of splitters plugged in, no filters on extensions. These things aren't Openreach's problem.

As for customer service, I've had some great service from BT, but it was via the @bt_care twitter account who arrange a callback for you from a British rep.

[Seasider9601]

I had a bad experience with BT recently in that I called to report our handset wasn't working, could we please have a new one (we rented the handset from BT for goodness knows what reason).

The "call centre" chap on the phone wasn't convinced our handset was at fault so, like CC, had me performing a self diagnosis on our socket box. This was then decided (by the call centre chap) that a visit was needed to do some work on said box at a cost to me of, yes, £130.

Reluctantly agreeing, the BT engineer came out and said the box was fine and our handset was the issue. This was what I reported in the first place!!

FFS !!!!!!!

Many phone calls and letters later, I got the £130 credited off my bill.

[Phil Anderer]

I had a bad experience with BT recently in that I called to report our handset wasn't working, could we please have a new one (we rented the handset from BT for goodness knows what reason).

The "call centre" chap on the phone wasn't convinced our handset was at fault so, like CC, had me performing a self diagnosis on our socket box. This was then decided (by the call centre chap) that a visit was needed to do some work on said box at a cost to me of, yes, £130.

Reluctantly agreeing, the BT engineer came out and said the box was fine and our handset was the issue. This was what I reported in the first place!!

FFS !!!!!!!

Many phone calls and letters later, I got the £130 credited off my bill.

It was this attitude over the £130 and the way they put it to you that caused me to leave BT. Interestingly, in recent discussions with Plusnet, they too said that if they sent an engineer out and the fault proved to be on our equipment, there would be a charge. Differences were a) they put it much more pleasantly, rather than threateningly (as I felt BT did it), and b) the callout's about half the cost with Plusnet.