Considering cancelling infinity 2 after 12 days du...

Since installation of inifinity 2 I've had poor internet speed. First I was told to wait for the stablisation peroid and the call centre assured me the speed would improve. I was intially getting 7mphs and now I have 11mphs even though I'm 0.3km away from the cabinet. So after 10 days this saturday I called them and they confirmed there is a fault on their end. The agent over the phone asssured me that it was a simple fault which he would pass on to level 2 engineers and they would give me a call back monday(today) to resolve the issue.
So I get a call back today and the guy asks me if it as been fixed yet. Now I'm expecting him to tell me that they have fixed. Surely if you work for bt and are dealing with my issue, you should be able to tell me whether or not you have fixed the problem.
I then say It is obviously not fixed and I'm not happy being billed so early for the full month even though I haven't had full use of the speed I paid for.
He said he would speak to another department to chase up the repair. Then he got back to me after an hour to tell me that they are still working on the repair and that is it highly complex, and they will give me a call back on wednesday to let me know what is happenining.
All the while I'm paying full rate for inifinity 2 and getting standard broadband speed. If they do not fix it after the end of the week I am considering cancelling this joke of a service.
Am I entitled to a full refund of the bill they have charged considering I've not even been able to get at least half of the advertised speeds? I do not want to have to go through legal routes, just want to know if bt are reasonable when it comes to cancelling when the customer has recieved a shoddy service?
Thanks

Can you run this checker and post back a screen shot of the results
http://www.dslchecker.bt.com/adsl/adslchecker.welcome
and use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
http://speedtest.btwholesale.com/
if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/
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I really understand your dissapointment..... but as Edd mentioned please give the forum a chance to help.
That white Openreach Modem has a bit of a reputation as I expect you may have heard.
I hope the Openreach engineer mounted it vertically on a wall.
This gives the cooling vents a chance to work correctly.
Mind you I had heard that there was a new revision of the modem out now that had it's problems fixed.
But we may be jumping to conclusion about it..... you never know if you are using wireless it may be just a conflicting/interference problem. The HH3 doesn't seem to Automatically avoid these busy wireless channels as well as it was expected to.
Anyhow it would be interesting to see what your Internet Profile is over a wired connection test as Edd suggested.
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Short synopsis:
Before buying Infinity, try your current wifi hub plugged into your master socket, and see if your wifi signal can still reach the rest of the house. If your master is at the wrong end of the house to your computers, like me, then BT will offer you pretty much no solution. And once you discover this to be the case, they make it extremely difficult to downgrade the contract to DSL, let alone cancelling the (useless) broadband connection.
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The engineer came to install Infinity. We talked briefly about moving the Master Socket from a small room at the front of the house. Initially he said that it was not possible to move the Master at all, but when pushed he said that in doing so he'd have to disconnect any internal wiring, meaning all the rest of the telephone sockets in the house would no longer work. I didn't want that. I also didn't want an ethernet cable trailing round my house, and he couldn't plumb one outside. _But_, he said, the wifi range of the Hub is excellent and will easily cover the house. And also the speed difference between wifi and wired is negligable. Sounded great. After switching it on he pretty much ran out the house before I could even connect with a single PC.
From then on the troubles started. After I had a lot of drop-out connections from my upstairs office, I used iStumbler on my MacBook Pro and found that signal strength was 50% in the tiny room with the master socket, 25% in the _room_next_door_ where I have a PS3, and upstairs in my study the signal was only 18% and every couple of minutes the connection would completely fail.   Incidentally, the Home Hub 3 signal strength is quite a lot _less_ than my old Thompson router that I got from my previous ISP (Be Unlimited).
The problem is obviously that the Hub is too far from where I have my computers. And yet there is no way to move the hub from the Master Socket, and no way for me to move the Master Socket (although if I sacrificed my other phone points and paid some cash then possibly I could have done this).   And I don't want to move my office to a poky tiny room next to the front door where the Master is.
With my previous ISP, I had my router in an upstairs bedroom, and got great signal both in the lounge and in my upstairs study. I could even sit in the back garden and use the Internet. And indeed when I run the Home Hub 3 in that same room, I get the same reception (although 5% less than with my previous router).
So at this point I started calling BT Tech Support.
The first call ended in someone telling me they were off to run a "line check" that would apparently not only check my line but also my entire wifi network (!), and they'd call back in 10 mins. They never did. Tech Support, by the way offers no Incident Support number, and seemingly no one ever writes down your issue, so I've had to explain the same problem to every single person I talk to, and face the same instant defences.
The next call was for an hour where the guy very painstakingly made me go to the room with the Master Socket (to get reception), change channel, go upstairs, prove I lost the signal. Despite the fact that I'd tried all channels before, he insisted. Don't worry, he said, I'll fix your problem. He was completely sure that the Hub signal would reach all parts of the house. Ultimately, having failed to find a better channel, he put it back to 11 and said that I should "Wait 24 hours to let the wireless signals _propagate_ round my house, which is very important with a brand new router", which very much sounded like BS to me.   After this time there was no change in signal.
The next call to Tech Support resulted in the following possibilities:-
1) Run a big ethernet cable throughout the house from the Hub to my _main_computer (ignoring my other wifi devices I guess).
2) Buy a "wireless booster" (by which I think they meant "range extender"). This support guy very seriously told me to "Get PCWorld to come round your house and work out where to place the device, but don't buy it before you try it because they'll try to sell you it even if it doesn't work". Apart from that hilarity I didn't want a range extender _purely_ because my Hub was forced to be in a stupid place, and I didn't want to spend £60 on it. And the support guy said that BT could not recommend _any_ device or make that would work with their Hub, so it was between me an the PCWorld guy who'd come home with me.
So then I called Customer Services with the reasonable proposition (I thought) to exchange Infinity for DSL. The idea being that the Home Hub 3 worked fine in the bedroom from a telephone extension. I was a new broadband customer so it was still business to them. Customer Support said that I could not cancel the Infinity contract without a penalty. I dread to think what that was because later on they told me the penalty for early termination of a DSL contract is £8 per month left of the contract, and I was here 2 days into am 18 month Infinity contract. I objected, saying that Infinity clearly did not work for my house. They then put me through (as a special treat, it usually costs money) to Home IT, saying that if those guys could not help then they'd waive the charge.
So I talked to Home IT. They had one last suggestion that I already had considered. A Powerline connection from Hub to another wifi router somewhere more central in the house. The problems there are that Powerline bandwidth is highly dependent on your house wiring (and after all the point of Infinity is to get that super fast bandwidth), and that they were suggesting I pay £100 for Powerline, and £60 for another router. And again, there would be no technical support for setting this up.    I declined and they said they'd put a "note" on my account telling Customer Services that they agreed that downgrading to DSL was the best solution.
So I called Cust Services again. Explained the entire thing again. Again they said there was _no_way_ to cancel the Infinity contract (not even to change it to DSL) without a large financial penalty.   So I told them my other option was to cancel the entire thing because it just didn't work, and I guess that triggered some thought that I probably _could_ just cancel legally, so after talking to their supervisor they came back and set up the DSL alternative for me.
Now I have to wait a week for the DSL to be activated, which hopefully will happen without problem. Aparently I don't need the engineer to come back and "disconnect" Infinity from the Master Socket. And BT don't want my 2 day old Infinity modem back either.
What gets me about the whole thing is that no one ever said "oh yeah, we get this sometimes". I think it would be amazing if every single person who buys Infinity just happens to have their Master Socket either in the same room as all their computer equipment, or close to it, or is happy to accept all their internal phone wiring to be rendered useless just to get a few extra Mb download speed, or is techie enough that they're willing to spend another £200 on additional wireless solutions just to get the signal from their front door to their PC.
Meanwhile to be able to write this, I'm sat next to the Master Socket in a room that is small enough that we've been using it as a very messy storage cupboard. It's not exactly condusive to work.
My Infinity download speed, by the way, varied (when I sat near the Hub to actually get the signal) from 12Mb to 20Mb. DSL speeds were 7 or 8Mb prior to that.

Points taken guys!
I wanted to change ISP to BT, and took a few seconds to convince myself that it was worth "going large" with the Infinity package.   I knew about the master socket thing. I'd read that some people had got the engineer to move this, which was my initial plan to move it to the lounge. I also read that the Home Hub 3 had "excellent" range, so that seemed fine. I didn't _imagine_ that with a hub in the room with the master socket I'd have no signal at the other end of the house, so I didn't test this. In fact I've never had any problems with wifi signal where my router used to be so I never even investigated signal strength before or even downloaded iStumbler.
The engineer immediately talked me out of moving the socket for reasons mentioned, and said again that the wifi signal strength of the Hub was great and would reach the whole house. The moment he connected up the socket there was just time for me to wifi connect with my laptop in the same room before he said that his work was done and he was off. He _did_ turn up early just before lunch so perhaps that was more on his mind. I had no time to test signal anywhere else in the house before he left. Hence I said "ran off".
Using another router. I didn't try this. The Home Hub has a very ominous red lead connecting it to the Infinity modem. And the red lead comes out a socket marked Infinity rather than the other socket marked ADSL. As such I've assumed that one could only use the Home Hub with the Infinity modem, and not some other DSL modem. Perhaps I was wrong. I'm not that technical about networks and I've also bought into a package by a vendor and so don't really feel like messing around replacing parts of that package.
My house is a medium 4 bed house. The master socket is in a small room next to the front door. My study is in a back bedroom, from where I get 18% signal as reported by iStumbler. The lounge is next door to the master socket room, where I was getting about 25% signal. I also only get a max of 60% signal when I'm touching the Mac to the Hub, so maybe the hub is defective, or the Mac is.   No BT tech support guy has raise any sort of eyebrow at these figures, or suggested that either the Mac or the Hub is broken. I also have a MacMini in the office that shows similar signal strength there, and the iPhone won't even see the hub at all from there, but can connect if in the same room as the hub.
But regardless, everything was fine with my old router setup with my old ISP. Except that the 3 year old router seemed to occassionally crash and drop the line. So rather than get tech support from Be Unlimiter, or buy a new router, I though the _easy_ option would be just to move provider to BT and get a fancy new router as part of the deal.   Also I've always perhaps nievely thought that if you have BT for phone and broadband then if something goes wrong then they can't tell you it's not their fault. Shrug. If I'd known that I'd have been on the phone to tech support for hours anyway, I'd have just talked to Be in the first place. Now I kind of want things to go back to the state that I actually _had_ internet access in my study, which is why I settled on again the easy option of convincing BT to downgrade me to DSL.
Apart from coming here to vent (apologies), I think it's actually quite an important fact to consider when thinking about Infinity whether moving your hub from a central point in the house to your master socket (usually a point closest the street) will affect your wifi reception throughout the house.
I didn't consider that. And it's caused me two days of frustration. And I'm now sat in a cupboard.

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