BT infinity install problem

I was meant to have bt infinity installed today, but according to the engineer the cabinet has hazardous material in it (Asbestos ) so he cant do the install.
So I ask when this is likely to be fixed and who I should contact to which i get the reply sorry i dont know.
The only thing i dont know is he submitted a report about not being able to do the install
so who do i contact ?

Hi Skirkham,
Sorry to hear of the problems with your installation. If you click on my name to the left of this post and look under "about me", you'll see a link to a webform. Fill this in and we'll look into the case to see what the next steps are.
Cheers
Dean
BTCare Community Mod
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Similar Messages

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.

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 ip problem

I had bt infinity installed on the 30/03/2012 I could not check my speed on the day of installation as I did not have a long enough ethernet cable (which I now have) and was also not wifi connected (which I now am). When i finally connected my computer I was getting 4Mb download speed and 8.9Mb upload speed. Bt sent out an engineer after waiting the pointless 10 day period, who found a fault on the line and fixed it showing that there was 40mb coming in to the master socket but there was still no improvement in download speed. He then contacted bt wholesale and told them that it was a settings issue on they're end as he had tried a new hub and modem and connected through cable and wireless and checked it on his laptop with no speed difference. The engineer then left saying they would reset my ip settings and that should cure the problem. after a day I speed tested again it got to 12.89Mb download and the ip profile for connection said that I had a max of 13.16mbps. So I called bt again and told them my settings were still not right so they sent out yet another engineer. When this engineer checked everything he told me exactly the same as the first, that I was getting 40Mb coming into the socket and that the bt settings were throttling my speed. So he phoned bt wholesale and told them to reset my settings again and promptly left. I then waited 2 days to give them time to reset everything, and this made no difference bt speedtest is still saying ip profile for connection is a max of 13.16mbps. I rang bt yet again who were going to send out yet another engineer, I told them that it would be a waste of time as 2 engineers had said it was a settings issue and to sort the problem out on their end. Since then there has been silence. I thought i'd give the forum a shot before I go to the ombudsman as after speaking to 90% of the indian call centre staff has resulted in nothing more than a headache !.

Best bet with this sort of tail-chaser is to contact the Forum Moderators via this form:
https://bt.custhelp.com/app/contact_email/c/4951
They are pretty good at sorting out this kind of problem. Please be patient as they may take a couple of days to get back to you.

BT Infinity installation problems - is this normal...

extended rant follows...
I moved house on the 11th July and ordered BT Infinity 2 for my new address. Openreach Engineers came on the 14th July and provided the modem and wall socket. I was led to believe that they had effected the changeover to fiber at the cabinet. They informed me there was a short in the house internal wiring, however after they left, my broadband was working, albeit at about 2Mb/s. Another engineer appointment was booked for the 5th August. I then went on holiday for 2 weeks. On the 5th August a broadband engineer turned up and said that he had been incorrectly booked as this was a phone line problem, and left. I then received a call saying a phone line engineer would come on the 6th August, which he did, and by finding the junction box in the flat and running new cabling out from it, he fixed the short. My broadband then became operational and seemed to be running at fibre optic speeds.
On 17th August my home hub started showing an orange broadband indicator, with the modem showing VDSL was working. Power cycling, resetting, nothing worked. I called and emailed bt broadband support, who promised to sort my problem. On 19th August having heard nothing I called support again, and after being passed around for 2 hours I was finally put through to order management who informed me that I did not in fact have infinity installed, that my order was incomplete and that absolutely nothing further would happen until I had had another visit from an engineer, which would happen on the 1st September, 7 weeks after the initial installation visit. The operator also said that I had another engineer visit scheduled for the 18th that had been cancelled, both without my knowledge - no emails, texts etc, and that this might explain why my broadband had stopped working - it had been switched off.
I'm seriously considering cancelling my order and moving to a much smaller provider that does not have these administration problems. I should not have to spend 2 hours on hold to find out something that perhaps I could have been told when I first contacted BT. Am I in my rights to do this? I've been a bt broadband customer for at least 3 years.
If not,what is the procedure for ensuring that I am not billed for 2 months of infinity broadband that I will not actually be supplied?

I think your Openreach modem may have joined many of it's friends. I expect you've seen the Modem replaced 3 times in two months thread.
Unfortunately India seems to default to "there is a fault at your exchange"... your "you don't have Infinity yet sir" may well be a new version/tactic so that when the engineer arrives in September he will pop a new Openreach modem on the wall.
I think I would seek help from a forum mod, they are very helpful but pretty busy, so will take a few days before you get a reply.
If you do want to get help a contact form link is below. You can refer/link this thread to it giving them the background.
http://bt.custhelp.com/app/contact_email/c/4951
I am dreading when it's my turn to get the bloomin' thing replaced as I believe it sometimes causes the exchange to slow your IP profile down to something in the 20 to 25Mb range and it's a devil of a job to get the IP reset back up.
I hope you don't jump ship.... My previous ISP was a nightmare to get help from, and that was working with a product (ADSL) that has been around for 10 years.... Infinity has only just landed and there is a rumour... which I am helping to spread that we may get an even faster speed in the not too distant future.
Edit Crikey September 1st is just around the corner.... well not if your broadbandless of course.
I was just surprised when I looked at the calender and realised our summer only has less than two weeks to go... what a grotty old summer it's been, remember those lovely hot "global warming!" summers of 1995 , 2003 and dare I say it 1976 ... Rambling a bit here sorry.
Good luck
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

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.

BT Infinity Wireless Problems

Hi,
We've just had BT Infinity installed on Wednesday, and seem to be having a few problems with it.
We've had BT Broadband with the home hub 2 for a couple of years, but over the last few months the wireless performance seems to have degraded a fair bit. I was still downloading at about 500kbps on my desktop but playing online on the xbox 360 and ps3 was impossible due to lag and disconnections. Contacted BT, and went through all the basic motions to fix it, but then got to the stage where the next thing to try was replacing the home hub. BT offered us an upgrade to BT Infinity, which I thought would end all the problems and speed things up a lot, but that doesn't seem to have happened.
Had the engineer round on Wednesday when I was at work, he tested the connection both wired and then upstairs to my desktop setup, and said it was fine. When I got home, initially the connection wasn't picking up, but as soon as I started internet explorer it picked it up, and I was downloading at around 1.8mbps on steam, and all the problems on the consoles seemed to be rectified. Later that night though, I saw that the connection had dropped out on the desktop. Eventually it came back, but downloading at about 36kbps. Then it dropped out again with a 'limited connectivity' problem. At first I thought it might be the old Netgear wireless adaptor I was using, but both the xbox and ps3 weren't connecting either.
I've tried changing channels on the router, and even switching down to just b/g networking standard from b/g/n to see if that makes any difference, but nothing. I know you're supposed to give a new connection 10 days or so to settle down, but I can't see that having that big of an impact. The only other thing I can think of is a major amount of interference coming from somewhere, but the weird thing now is that the connection is even less reliable with Infinity than it was with just plain broadband.
If anyone has any advice I'd be very grateful!

Hi everyone,
I just wanted to share my feedback following my recent migration from ADSL BT broadband to Infinity.
Firstly, the speed is noticably quicker, especially through a wired connection, but...
Over the last weekend I have spent more than 1.5 hours on the phone to support finding out why my connection was being dropped.
The symptoms: Wired connection OK, but wireless connections were not getting out to the internet.
Cause: Wireless connections were not being allocated IP addresses, or were losing IP registration.
BT checked the line and found no issues. To fix the problem, I had to reset the HH3 router, and in one case, I had to reset the OpenReach box.
I understand that it's good practice to reset / restart a router from time to time to refresh the connection, but I have had to do this four times in the last three days. Yesterday, I had to do it twice in three hours!
This is frankly unacceptable. It's interesting to note that some Infinity users are choosing to use their own routers instead and I guess I'll probably end up doing that myself, but I really shouldn't have to.
BTW - Before moving to Infinity I was using BT ADSL Broadband with a Belkin router - I restarted that router about once a year. It's frustrating that I've moved to a faster, yet less stable service (referring to the total service provided by BT - hardware and connection).
Thanks for reading!
SB

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.

Since Infinity installed wireless adaptor settings...

Had Infinity installed 2 days ago (hub 3) and everything worked fine until I tried to logon the next day. It seems my setting are not being saved, i was guided through the complicated process of finding and reconnecting with the hub by BT helpdesk people but as soon as the computer is closed down the problem reappears. Can anyone help, in simple language please as I'm not very computer literate.
Solved!
Go to Solution.

I'm using Windows XP service pack 2 with a NLink IEEE802. 11G Wireless LAN USB adapter.

Hi Just had infinity installed

Hi I have just had infinity installed because of an ongoing rein issue which screwed my Talktalk asdl down to 1meg.
After 9 BTOR visits I was informed where the problem was coming from but that no one was able to enter or contact the house that the problem was isolated to.
This left me to the infinity option which thankfully has bypassed the problem and i am getting 37 meg(woohoo!)
I do find it amaxing however that neither TT or BT has any rights to deal with the person who is messing up mine and others in the road and you are expected to deal with it your self.
Looking forward to better service from BT and great speed than before
Geoff

geoff51 wrote:
How do you read PM's on this forum as I cant find any link to click on? OK found PM link Doh!
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OS 9 Install problem on imac G3

hello all,
i have an OS install problem on my imac . I just finished formatting the drive . the drive is
paritioned :
1st partition = HD1: 5.5 Gb
2nd partition = HD2 : 2.5 Gb
3rd partition = HD3 : 110+ Gb
Then, in order to save some time ( i thought ) , i tried directly install os 9 from an imac
DV CD , on HD1 : i thought i d be quicker so i would have to start with os 8.5 then upgrade to 8.6 and etc .
that turned out to be a bad idea. the system install warned me it couldnt install Air port because the hardware wasnt compatible . it gave me two options : either ignore this message or quit . i chose ignore : again certainly a bad choice .
After the install was finished , the mac wouldnt start on HD1 . the sytem install is apparently incomplete ,or anycase it doesnt work .
i then installed os 8.5 from original imac tray load install CD on HD2 , and it works fine .
now the question is : what should i do with my bad os9 system ? i need an operating system on this partition. perhaps i can trash it and reinstall mac os8.5 on it ? i hope there is a way to get out of this without formatting the drive again .
thanks for any advice .

about the os9 CD : it is a retail verson , only not of the same imac model .
That is not a retail version of OS 9. A retail version of OS 9 has no dependencies on any model of Mac. You have a machine specific disc which probably won't work with your iMac.
1/ i dont know how to reformat a partition without formatting the entire drive . perhaps you can explain .
In OS X you use Disk Utility and only select the partition that you want to reformat. It has been ages since I used OS 8 so I'm not sure if it is even possible using "Drive Setup".

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 install problem

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