A Cautionary Tale re Infinity install

Had BT Broadband installed in October and was assured a free upgrade to BT Infinity when it became available in my area which was early November, went through the upgrade option on bt.com and also paid a year in advance for line rental saver and took the inclusive calls all at the same time. I was given the 16th November as my Install date,........I had been keeping an eye on my order in my bt and a few days before it was due low and behold my engineers visit had been cancelled.......so I started ringing BT but no one seemed to know how or why my install was cancelled, through this forum I got the BT Infinity teams direct number 0800525775, finally got someone who realised what had gone wrong and it was then that things really went south, because we were new customers having had initial install in October that order was still live on their system so BT Infinity cancelled that order to allow the upgrade order to proceed, so got new install date for December 22nd and all seemed well, that was until we got our December bill, £333.41 !!!! the bill stated we cancelled BT Broadband, £141 for remainder of contract, £30 cancellation fee,£41 for the BT Hub and £27.99 for our Infinity and calls which wasnt even installed............so jumped back on the merry-go-round of calls to the sub continent only to be told the charges are correct and that we cancelled, no matter how much we told these folk we cancelled nothing it fell on deaf ears, so I rang the Infinity team and they seen the problem right away and got it sorted by talking to billing directly resulting in a full refund of the charges, pleased to say all is now well, and I would highly recommend BT Infinity to anyone, down 37mbps up 9mbps worth every penny, It is wise to keep an eye on the order section on MY BT.

just keep an eye on your next few bills and check to make sure BT have removed the charges they have levied. They charged me for a cancellation fee for a product i was not even in contract with, and even though they say they have rectified the situation i have to wait 3 months to confirm this as nothing is showing on my payments as a refund that they state they have given, and my account page still shows that i'm in contract even though not been in one since June 5 2010.
And if it doesn't show on my account soon, I'll be asking for a minimum of 6 months free line rental as compensation, as 14 days is more than long enough for them to have updated my account information..

Similar Messages

New Infinity Install - Dialup Speeds ...

This morning, I had Infinity installed by BT, although it was ordered through our ISP, a local firm who I've bought internet connection and services from for years - they have some sort of proxy deal with BT, and so actually my broadband has always been a BT service. However, the supplier, after checking recommended the NetGear N600 Dual Band Router, and I see that quite a few people here and on other forums are using 'non-standard' routers, and clearly they work.
We got off to a shaky start this morning, which turned out to be no username and password in the router. Fixed that. Got a connection - slow at first, then managed to get to 8.6Mbps up and around 16Mbps down - I was told 25Mbps down and 10Mbps ... that's what it says on my order confirmation.
The line is confirmed at 38Mbps.
But through the day the speed has dropped to near dialup rates, and most of the day I've been getting an uplink of around 120kbps, as reported by YouSendIt after it took 15 minutes to send a 12Mb file. The web is slow - pages are refreshing in slow motion, and email is sluggish.
Speedtest.net reports 0.12Mbps both up and down.
This is an entirely cabled setup, by the way. Yesterday I was still running my ADSL ... and frankly I wish I still was ...
I'm told I'm in the settling down period and have to wait 10 days ... but seriously, speeds this low?? Is that normal? I might expect them to wander between fast and medium, but not to drop way below ADSL.
My work is screwed and my supplier tells me he can't do anything until the 10 days are up.
But I'm here asking if anyone has any ideas about this? Configuration of the router? Anything!
I did a BT Speed Test this afternoon, and oddly that reported the line at 35.35Mbps down and 8.86Mbps up ... the performance, however, is nothing like this, not even close ... genuinely Speednet seems to be telling it like it is, not BT ...
I'd appreciate any help at all, because I'm in a bit of fix now.
Thanks.
Julian.
Solved!
Go to Solution.

Haha! Well, at least that made me smile!!
The company I use is a family company, a tiny company really, quite local, and they have had my business since 1994, so there is a high degree of trust and reliability, and they generally deliver a good service and great tech support.
But, they are new to this system - they said that yesterday, and unfortunately will likely be at the mercy of BT Wholesale and whoever else.
More unfortunately, my current work, my livelihood, is suddenly in jeopardy because of this. So it's a fraught and difficult issue suddenly ... and one in which I don't want the 10 days excuse thrown at me.
Settling down with middling to high speeds is one thing, but here, something is badly skewed, I agree.
Well, thanks anyway for your attention ... when and if it gets resolved, I shall post here so hopefully some other poor soul may get some help from it!
Julian.

New Infinity install - abrupt decrease in speeds.....

Infinity installed Monday 27th June
Ran speedtest.net test with OR Engineer present (wireless connection...)
First image (above!) doesn't appear on preview - so I'll summarise
d/l 35.64 u/l 6.23 ping 32
Speeds have plummeted, and connection lost on several occasions, followed process in Hub Manager (summarised very well I see in http://community.bt.com/t5/BT-Infinity/Infinity-kit-keeps-dropping-connection/m-p/162937)
speedtest. net (ethernet connection) now
speedtester.bt.test result (yesterday evening) ethernet again
This is a slight improvement on the previous test when d/l ip profile was about 1100 !
I was unable to carry out the further test (after changing username and re-connecting) as test did not run
So...
Should I expect this? should I wait a couple of days (or more) for the ip profile to improve (by a factor of 20x or more?)
Or contact the Mods?
Cheers,
Alb
There are 11 kinds of people in the world..... Those who understand binary, those who don't and those, like me, who wish they'd never heard of it...
Solved!
Go to Solution.

Thanks Dave,
/Quote (quote button fails with error so copy/pasted)
Turn both boxes off, turn on the modem and wait for DSL then turn on the HH£ with everything preconnected and you should then resume superfast BB
end Quote/
checked version and date, and would seem to be OK. Didn't really want to shut down modem and hub as it may affect IP profile. [mind you, this is hub version not modem firmware] Anyone know how to check that?
Mind you the latest results are not particularly inspiring anyway...so it couldn't make it any worse!
Al
There are 11 kinds of people in the world..... Those who understand binary, those who don't and those, like me, who wish they'd never heard of it...

New infinity install with a master socket move - w...

As I understand it, Infinity requires a modem plugged in directly to the master socket & a power point adjacent also. This is of no use to me at all & I would like the master socket moved. Now, from what I read here, BT will do this "officially" for £130, or on an infinity install, the openreach engineer *might/should* do it if it is straightforward.
I plan to run cat 5e cable from the master socket location, up a cable run we have in the property to the new location where I want the master socket to be located, leaving both ends unconnected. Then it should be simple enough for the engineer to connect at each end and then carry on working from the new master socket location. Maybe they could even use the second pair in the cat 5e to reconnect the original set of phone sockets we have around the house that are currently connected from the existing master socket.
Could someone advise please...
1. Is cat 5e cable the correct cable to use?
2. Does my plan sound viable? Is it technically correct?
3. Could the second pair in the cat 5e be used in the way I have described? Thanks in advance.

Thanks for the reply & welcome Michael.
Some subsidiary questions then please.
1. Should I run a different sort of cable other than 5e? If so, what would be the correct type?
2. Your very helpful diagram suggests that BT would surface run up to 30m from the Master Socket to the modem. My cable run would be much less than this. Would I be better to run cable myself (in my cable run) to be used as the connection from the master socket to the modem? If so, what sort of cable should it be please & does it need to have a connecting plug on the end of it (where it plugs into the master socket) or will the OpenReach engineer fit this him/herself. I guess if they surface run cable they will be able to attach the plugs on the end of the cable. What sort of connection is it?
Thanks for you time - and for anyone else's who replies.
I should also say I am not bothered if the Master Socket is moved, AS LONG as the modem & router (home hub) are NOT located adjacent to the current position of the Master Socket. I estimate the direct cable run required if I run the cable will be no,more than 15 metres.

New Infinity Install - 3 days in... 2Mb Internet?

We had BT Infinity installed 3 days ago. Line speed hasn't changed from when I did the speed test with the engineer still present. Was told that it would "Get better" over the next 24 hours, but that didn't happen. Estimates from the BT site were 45mb down, 8mb up (Approx 700m from cabinet). We are getting 2.5 down, and 4mb up.
After phonining customer support, I was told this is OK and that it will get better as it stabalises over the next 10 days. My feeling is that this is just broken, and I'm going to end up wasting 10 days with broken internet. Does anyone have experience of this? Is it magically going to get better? It seems strange to me that our up is twice as high as the down, but customer services seems very reluctant to actually do anything during this period.
Multiple speed test sites all give roughly the same result.
Do I keep complaining? Or will this magically fix itself?
Solved!
Go to Solution.

In a strange turn of events, after calling customer services to say it was broken, and them saying I needed to wait 10 days ... 30 mins later an Openreach engineer turned up at the house (yeah, 30 mins ... on a Saturday!), saying there was a fault and that he had been sent to fix it.
Internet is now operating at the expect speed. Pretty impressed.

BT Infinity Installed, and getting around same spe...

Hi there,
I had BT Infinity installed on the 19/3/12 and have currently been getting around roughly the same down speeds as my old BB package at 20mbps (roughly averaging out between 15mbps and 19.xx Down) My upload speeds are really good and have seen a clear change, now sits at 8mbps upload compared to the 0.94 on the old package.
Now since I have only had it installed just over a day ago I have seen nowere near the speeds I was expecting, or told.
(the engineer tested the line on his device and said i should get the full down and up speeds 40/10 or around 39.9 ect)
The engineer however never did no do a speedtest infront of me on my PC.
At some point through the installation he had to change the hub for a different hub ( something to do with a faulty batch and the wifi not working ) - fair enough so i doubt that would affect my speed as im using a cat5e connection to the hub from my pc.
Im not sure becuase its only been a day and a bit that my speeds are slower than expected and something needs to settle at the exchange or some switch that needs flicked thats causing the problem or what?.
On another note, my father has been using wifi on his mobile and picks up speeds of around 2-4-8mbps, while on my mobile i achive 15mbps + and we were standing at the same range from the hub.
Is this down to the multi channel (set to automatic)? should i try changing the channels to see if he can get better wifi connection?
Thanks, Paddy
OH, also if anyone is nerdy enough to find out what green cab im linked to id be greatfull, NN17 1TH

Oh here is a copy of the BT speed test I have done-
20th March 16:49
Download speedachieved during the test was - 18 Mbps
For your connection, the acceptable range of speedsis 12 Mbps-38.72 Mbps .
Additional Information:
IP Profile for your line is - 38.72 Mbps
Upload speed achieved during the test was - 7.82Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps

BT infinity installed and cant access secure sites...

Had BT Infinity installed last Friday and now cant access secure sites such as my Bank to check my account or Credit Card site to check latest outgoings. My laptop accesses but PC doesnt using the same router. Any suggestions please.
Solved!
Go to Solution.

Seen this hundreds of times, the most likely cause is CMOS battery in your PC running flat, it means that whenever you unplug your PC it loses the date and time.
SSL certificates are valid for date periods and your PC things it's not in that date period.
First thing to check is your Date/Time

A cautionary tale - being a long time VZW customer in good standing gets you nowhere

Here is a cautionary tale about how being a long time VZW customer in good standing counts for nothing.
My wife and I have been VZW customers for many years. We each have upgraded phones at least two times over our initial models. Several years ago, we added a third phone to our account: nothing fancy, just a crappy Coupe flip phone. At the time, this third phone was a $10 add-on in the family plan, and was handed to my mother in law to use. After my mother in law passed away, my father in law kept the phone, and we kept up the payments for it. His health failed, and when he passed away, the phone moved to my brother in law, and we again kept up the payments on the phone ourselves.
Now in the meantime, back in 2011, my wife wanted to upgrade her phone. Either because her prior phone wasn't up for an upgrade or due to us just not paying attention, we somehow apparently "transferred" the upgrade that available for our in-laws' definitely-not-smart flip phone to my wife's phone. Now, since it was the upgrade of the $10 per-month flip phone we used to upgrade the Droid, it was the contract of the $10-per-month flip phone that got renewed into another 2-year cycle - not the Droid.
Also in the meantime, I upgraded my Samsung Rogue to a Galaxy S3. At the same time, I modified our plan to the Share Everything plan. Because of the nature of this plan, the 3rd phone, the crappy Coupe flip phone, that used to be $10 per month increased to $30 per month. When I signed my own new contract, I specifically asked at the VZW store whether it would be simple to drop the Coupe from the plan, because I was not sure how much longer our brother in law would need it. They said sure, it would not be a problem. Drop it whenever you need to, and your bill will go down $30 per month!
Now we come to the end of 2012 when my brother in law does not need this phone anymore, and in fact returned it to us. It is sitting here collecting dust. I called VZW today to remove it from our account. Can you see where this is going? Because we triggered the new contract for this phone by upgrading my wife's OTHER phone back in 2011, the Coupe is still under contract. So our choice is apparently keep paying $30 per month until June for a phone that used to only cost $10 per month and that no one is using, or pay a $150 termination fee.
I understand how this works contractually. But the big picture is that we have been good customers for many years, have been paying for 3 phones on our account for several of those years, and one of those phones is no longer being used (the usage is literally 0). But can we drop that phone from our contract now that we have been paying on it for multiple years? Nooooo. I was misled by VZW agents when I upgraded our plan to one that increased the cost of this phone from $10 per month to $30 per month that removing it would not be a problem. A cheap flip-phone phone, which is probably physically worth $5 in hardware, if that, and which itself has never been upgraded since it was purchased several years ago, cannot be removed from our account. When it's all said and done we will end up paying vastly more than the phone and its usage is actually worth because VZW "got us" with the contract shenanigans. Congratulations, Verizon Wireless, well played.
Ironically, the Droid - which gets lots of usage - is beyond its upgrade date and is no longer under contract. So I guess we could drop that phone with no problem. But we don't want to, we want to drop the cheap phone that no one uses. And we can't. As I said to the agent on the phone today who was not interested in helping a long time customer solve a problem, this is exactly why people hate cell phone companies.

I'm not *too* worried about VZW's feelings since they in effect have changed up the original contract when they forced my monthly fee for the phone to go from $10 per month to $30 per month because I upgraded a totally different phone that required a whole new calling plan, as the older plan had conveniently been phased out. (Interesting how action on one phone has an effect on totally different phones that are on a totally different contract.) Anyway, this isn't us trying to bilk VZW out of legitimate income. It's trying to do what makes sense.
Perhaps I muddied the water with all the history of the third phone. The distilled version is this: We have 3 phones on our account, two smart phones and one ancient flip phone. Only two of the three are still under contract, so there is one we are free to drop at any time. And we would indeed like to drop one phone from the account. It would be in VZWs best interest to have the phone we drop be the one they make the least amount of money from. That would be the flip phone. It is in our best interest to drop the phone that is no longer in use. That is the flip phone. Seems like a win-win situation to me!
But because of the the way contracts are structured, if we are to drop a phone, it needs to be the Droid, because that's the one now beyond the contract period. So we would drop the phone that VZW makes more money from, and that we still use. This is in the best interest of neither of us.
Yes, I'm trying to terminate early the contract we have on the flip phone. But on the other hand, we are willing to continue making monthly payments on a more expensive phone that is NOT under contract anymore. It seems like there's an easy fix: let us drop the flip phone, and heck, go ahead and put the Droid back onto contract for what would have been the duration of the flip phone contract. The inflexibility and inability to do something like this is what's irritating.
Contracts are great until there is a reason for both parties to make a change that is beneficial to everyone involved. I think that's what we have here. Contracts can be updated. Ask any professional athlete

Do we have a normal BT Infinity Install or is ther...

We have just had Infinity installed in the Stevenage SG1 area for just over a week and the performance is really strange. Any sizeable download seems to go faster and then slower with a large degree of consistency. I’ve spoken to two other neighbours who have had infinity installed the same day and they have exactly the same pulsing transfer speeds - is this normal for new installs or is something wrong????
The images below are the network traces while downloading a chunky file for my connection and two neighbours - they all look very similar.
The Upload is a solid 8Mb but downloads seem to peak at 36Mb to 0 in a rhythmic fashion every few seconds. We've all been told we need to wait 10 days from install before it can be investigated but surely this is not correct?
We've been told everything is fine and that we all have a solid 40/10 connection and a Draytek 2750N reports a theoretical max of 88Mb / 22Mb
Small packets and pings are very fast but anything streaming results in the strange pulsating downloads.
Where do we go to get this investigated as we're all getting nowhere with Boardband support?
My Install
4 Houses Away
10 Houses Away

Hi,
I'm one of the above afflictees.
Yeah, all the tests have been done with wired only connections, all wireless adapters etc disabled for the duration of the tests.
Depending upon the "Cycle" when your hit the official BT SpeedTest site, I've seen speeds reported from 0.08Mb to 8Mb.
When trying to download large files as a test, averaged over a minute+ I have managed to get about 4Mb, but it is all in very small bursts with 30sec waits beween those bursts.

Problems Getting BT Infinity Installed

Hi all,
Anyone got any advice??
I have been going through a home move.
I was originally taking my number to Virgin but they cancelled the order and did not release my phone number for keeping with BT. I rang BT to do the homemove and the order was ordered up and everything processed, a couple of days after the order was placed the order got cancelled, with no word from BT advising me, I had booked the day off for the install of both my line and broadband.
The router did not arrive two days before so I rang BT and they said that Wholsale had cancelled the order because the number was not available, so another order was placed with a new phone number, the router arrived next day however the appointment was now rescheduled for 5 days later.
Four days later the phone line went active which was Monday just gone. The engineer was coming to install infinity yesterday (Tuesday), however when I looked online on Sunday it said an engineer does not require access to your premises etc. this I know is rubbish as OpenReach need to change the faceplate etc... So I thought the whole thing had cancelled down again. As I say the phone line went active and the online information returned to saying and engineer will come on Tuesday. I also rang BT to confirm this information and they confirmed that someone will definitely be there between 8 and 1.
So Tuesday came and it is 12.30 and no sign of any engineer, I rang BT and they said someone should be there but they will check with the engineers and they said that they cancelled the job. I am now waiting for a phonecall from "the Diary Team" to schedule an appointment which could take up to 24 hours to get the call.
Where would I stand if I said just cancel the order and let me go elsewhere, I realise it is all OpenReach that does the install irrelevant of where I go but I am not sure BT are doing enough to expedite the order. I have been happy with BT for the last 4-5 years but trying to get Superfast Broadband appears to be extremely monotonous and slow.
BT INFINITY (Hopefully)

Darkvil wrote:
Ok well after 2 months of getting BT Infinity installed, (due to admin problems), all is working great. Getting Bandwidth of about 30Mbs great.
The problem is online gaming, you need split second timing to play the game, so that means low latency.
Over 2 weeks or so its got worse and worse, 150ms and above it is un-playable online. I am getting on average about 250-300ms at night, gaming.
On my old adsl wired bt broadband I was getting on average 45ms. This was on my old system.
I think the system is trying to optimise for maximum bandwidth, and therefore comprimising on latency.
There must be a way technically to optimise for low latency at the expense of bandwidth.
I have raised and call and managed to fight my way through to Tier 2 support, (at least they understand the terms I am using yay). There are other gamers with the same problem, and there is an investingation this week.
If there is no solutions then its back to ADSL wired 3Mbs broadband for me but at least I will get 50ms latency.
Will keep you posted, this will be a big blow to BT Infinity for online gamers if they cant fix it
Cheers
Hi there,
I'm just tossing my £0.02. Have you considered that there could be congestion at your exchange/gateway?
I had Infinity installed on Friday (I'm on the LNADK exchange) and below is the ping/jitter test that I did about 10 minutes ago.

7 weeks so far to get infinity installed

Hi all.
I was supposed to have Infinity installed/activated today but the Engineer ran out of resource (and into the pub? ). As you can imagine this is causing great frustration as I've been waiting 7 weeks!
My first 2 orders were cancelled by BT's systems and the third was a telephone order. After which there have been a few delays. These were reasonable and I was willing to be patient. However after today's no-show my patience has run out. I urgently require a broadband connection for work and my sanity.
I require a fast-track appointment early next week. Can a mod please help me cut through the red tape and get me up and running. If only to stop me rockingback and forth muttering 1 and 0.
Cheers

to contact the mods you have to fill out the webform and they will get back to you in 3 working days say thursday
youll be better off ringing bt now and insisting on an appointment tomorrow

BT Infinity Install ... 3months and 4 Engineer vis...

Its October 2012 ... I try to get BT infinity.. internet page doesnt recognise my address even though i've had a BT line there before.. Even with my CC and previous BT information you cant find my address in your system?
OK .. so i'll ring you up then and order .. what a dedicated customer...
OK ... so now the lady on the phone is telling me I have to register a new address... errm.. OK.
OK ... so now my address says I will only get 250kb, so I cant have BT infinity
I argue that i've had 8mb internet through a BT phoneline at the same address, the same phone socket infact.
OK, so the people at the call centre dont care about that, evidently the system saying i can only get 250kb holds more weight than me already having 8mb at the same address... ARGH!!! So im ONLY allowed to get a phoneline. No matter what verbal agreements I try to make, NO, they refuse to do the infinity install with the phoneline... WHY? I AM THE CUSTOMER? TAKE MY MONEY AND DO THE **bleep** JOB! no.. to no avail ...
OK ... So its NOVEMBER .. im a little frustrated, BUT, My Phoneline is up and running and to no suprise the speedchecker says I can have upto 80Mb Internet, What happened to the 250kb quote? where the hell is my apology for not installing Infinity at the same time? I ignore the urge to complain all day and proceed to order infinity...
OK... SO its late November .. Engineer comes out ... Yay ... Stays for 15minutes ... tells me inside install is finished just wait for them to do the line outside ... YAY.
Ok .. Its december, another engineer has turned up, hes come inside to check the box.. Oh no! A fault! SO now im given a new date , Monday the 10th December ...
Ok ...so its Monday 10th... ITS BEEN 10 WEEKS!? wow time flies when you dont have an ISP... The engineer is a friendly fellow, hes late, like all the others were .. infact hes 2 hours late ... but at least i will finally be able to do my work from home ... NO ... theres another fault???
Ok ...so its 5minutes ago... I just got a text from BT ... An Engineer will come to visit on 31st December.
Now im just angry ... WHY GOD ... WHY did I ever go with British Telecom... WHYYYY.
the BeThere website which i know will delivery internet in 10 days with the lowest ping in the country wont work for me now... ARGH... since BT has played with my phoneline at every opportunity, my phone number is saying im too far from the exchange..
OK... So now I have no options but to wait until at least 2013 before I have an internet connection!?
I just wanted to warn others of my experience. Avoid at all costs.

Title of Infinity forum.
BT Infinity
Use this board to post any questions about connection and speed problems on your Infinity broadband.
You are waiting for a BT Package to be installed. When it is working, and if you have problems with it, then the experts on that board will help you.
I suspect your problem is due to Openreach, who are stretched to the limit at the moment
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

A cautionary tale- hopefully sky will be better!

Our phone line was faulty over 2 months ago, and after doing all the checks advised, we got an engineer out. We were told it would be unlikely we would be charged, but could be. I watched the engineer fix the central white box. So over 2months later on Wednesday I got a shock when I opened my bill thro email and the £129.99 is coming out of my account on Monday. The engineers report says that he worked on internal wiring, I thought that the central white box was not part of this, so I wouldn't be charged. Alas, I was wrong. I have been chastised for complaining at all-could of checked my bill online 3 days earlier and had more warning, should of known that I could be charged up to 6 months after engineer visit - who new!!! Certainly not me!!!!! Have spoken to 3 different departments and all 3 staff have been so busy telling me why I have no right to be upset a few weeks before Xmas that an extra £129.99 is coming out my account, that no one once said sorry that I am unhappy. I am so glad that I have funds to cover it. But a cautionary tale and has made me get my finger out and change to Sky which is £11 a month cheaper for me and the same broadband speed. So farewell to BT, I will not miss you.

I realise your moving to Sky but I am a bit puzzled by your comment-----quote="after doing all the checks advised". I take it you were told to remove the front cover of the master socket and plug a phone in there .If so what was the outcome of that? Because that would eliminate all the internal wiring and extensions. So if the engineer found a fault in the XTN wiring and you were charged[quite rightly] as that wiring belong to you. Why werent you told that the line was okay to the master socket ?? If you had been told that the you would have realised that the fault was in the internal wiring and you would NOT be surprised to be charged for fixing it.STRANGE??

BT Infinity installed with not the minimum speed

I had my BT Infinity installed a couple of days ago and the download speed that I am getting is only 8mb-10mb cabled and not 57.5mb which I was advised would get. The engineer told me the minimum acceptable speed was 15mb.
The engineer has told me that there is no problem with the wiring inside my house but that the fault is from outside to the cab. He mentioned that there is a D side fault (being a non tech this went over my head) We agreed to leave the equipment and not change back as he would report the fault and it would also save sending another engineer out just to do work he had just done. The enginner's diagnostic equipment did not work inside my house but did work at the cab.
I contacted customer services and they did a line test and said everything was fine and I needed to wait 10 days for the broadband to settle down.
I then contacted customer services and spoke to someone on the BT infinity desk and gave them my order number to see if the engineer had put in a fault log. The adviser confirmed that no fault log has been raised and the call was closed and that the engineer should not have left my address until the fault was sorted. But the engineer told me the problem was outside and he could not resolve that fault.
I seem to be going around in circles, can anyone help ?

@connectcctv: Might be worth starting you own thread. Standard information always needed for a question like this ....
Are you testing wireless or wired?
What is your profile? To find the profile ....Either http://speedtester.bt.com/ and choose the ‘ADSL and Fibre diagnostics’ option or Tom’s BRAS checker http://windows.mouselike.org/be/?DoAction=BrasChecker which isn’t a speedtest but gives profile.

Had infinity installed in january since then web s...

had infinity installed in january, since then web sames slow to load. not like when it was installed
i was told i would get 28mb download 10 upload.
have done speed tests the say i get i onky get 18mb download 1.6mb upload
plus when access web pages they keep being drop when loading, i have to refresh pages to laod them this does not happen all the time
i have read on the forum that some lines are capped how do i check if my line has been capped.
can any one help.
whibbs

whibbs wrote:
had infinity installed in january, since then web sames slow to load.
i was told i would get 28mb download 10 upload.
have done speed tests the say i get i onky get 18mb download 1.6mb upload
plus when access web pages they keep being drop when loading, i have refresh pages to laod them this does not happen all the time
i have read onnthe forum that some lines are capped how do i check if i have been capped.
can any one help.
Can you do a speedtest here: BT Speedtester
Please do the test wired (not wireless) and do not use the beta test, then post the full results with the IP profile.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

A Cautionary Tale re Infinity install

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