Bt deny obvious restriction.

Question

In the last 3 months, bt have begun to severely limit the download speed available on my phone line according to the fair use policy despite my package being unlimited. Going over the download limit really is unavoidable, and living in Scotland, I cannot receive a better package such as Infinity which I might add, offers greater speeds and a higher download limit for the same price I am paying now.
Having this restriction, although a quite a hassle, taking up at least 2 hours of my own time on the phone, were all removed within 2 hours of my initial phone call. Easy enough.
This month, last week, the same thing happened again, however, this time matters are a bit more complicated.
My download speed and IP profile has been changed from my usual 5.5mbs to 0.25mbs- contrary to their own email which stated it would only be limited to 1mb at peak time, which happened to me on previous occasions.
I phoned up and bt acknowledged the restriction but explained that an investigation needed to be carried out before they could restore my speed. This was to take 4 days. After 4 days, I phoned up and was told the restriction was removed, but I experienced no change.
I phoned again, and an engineer was sent out to replace my master socket and test my general household internet wiring. He did so, but no difference could be seen.
I was then told that it was an issue with the IP profile and that it would take 3 days, 72 hours to fix. It has been 80 hours and still I have experienced no change.
I have phoned again, but bt just want to send out an engineer in 3 days to confirm the issue, and they despite all evidence taken from bt speedtester, deny they are still restricting the connection and insist that no action can be taken until the issue has been 'confirmed'. The problem is not at my end, nothing has been changed here, the problem completely lies with bt, even their own website, and o2 who take their information from bt say my line as it is can only support 256kb. That's all the confirmation needed.
It has been well over a week and I have run out of ideas. I fear since my IP profile has been changed, changing my isp will not help.

Answer 1

OliverHughes wrote:
interference can be heard on the phone line during some evenings
That'll be the Home Office wiretap.
Sorry, couldn't resist
The biggest problem with BT is that they don't seem to keep very good records, and aren't very good at sharing information between departments, so it may be that you are indeed still restricted, but it's just not showing up in the records of whomever you're talking to.
I recently experienced something like that, when I booked an engineer to check my line, but when I called back the next day to confirm, I was told no appointment had been booked, so they booked it again for another day. However, the engineer did in fact turn up for the original appointment (luckily I wasn't out at the time). I'm not sure if this is a "human error" problem, or if BT's CRM is just garbage, but either way it's happened to me several times.
Are you calling 0800 800 150 or 0800 111 4567? I always seem to get better results from the former, especially if I use the "* 0" trick to get straight through to a real person.