BT Infinity Speed - I feel Mislead/Cheated - will ...

I had my line upgraded to BT Infinity option 2 on the 18th of April. I was quoted an estimated speed on the checker before placing my order of 24.1mbps (Generally within +/- 2 Meg above or below).
When the engineer left my premises he informed me that he had the line at 21mbps with loss on the copper cable after maximum throughput of 40meg to the cabinet, which i accepted.
After he had left I ran a BT diagnostic just to get a feel for it myself and it came back at 19mbps, i was downloading at about 2.6meg from steam, getting pings on my ventrilo and gaming from 15-25.
I was a bit underwhelmed with finding it was 5 meg below the estimate but it was nice to get the download speeds and pings my programs were showing.
But since then during the stabilization period apart from disconnecting and fluctuating wildly from between 0 and 17 mbps it has been dropping steadily lowering the IP profile every couple of days until now after 15 days (with the stabilization period over) it is down to an IP profile of 15.97 and registering between 13-15mbps on tests. My downloads seem to be at 1.8meg on steam and my pings are coming it at 30-90.
I've had an engineer out to the premises and with his checks and tele-cons he made he has informed me this is likely the max speed i will be able to get and is unable to improve it.
This is 8Meg below my estimate not the advised 1-2meg difference, only two thirds of the quoted speed and i'm told nothing can be done. This doesn't seem right or fair, this isn't the super fast service i have been spammed with on TV and Letters and emails from 'Warren Buckley' Managing Director of customer services...
So i guess i'm stuck and just have to lump it.. pay the £26 per month for a sub par service, yes its better than my normal broadband line which was 7 meg but its not what i was expecting or paying for.
Are the lines/cabinets/exchanges likely to upgraded again soon to increase this speed? or will the costs be lowered for people who don't recieve a very good service? I would like to think in the near future things will be upgraded again and i can get a proper fibre service, but if things are not likely to improve some sort of pricing discount for a poorer service is in order.
Steven Macro

Guess you could cancel and go back to ADSL and pay roughly the same price for more than likley a much slower speed?
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Infinity speeds - bizarre

I had a bizaree conversation with BT Support today. I called BT sales to upgrade from Infinity 1 to Infinity 2 but was told I was already on Infinity 2. When I said that I was only getting Infinity 1 speeds i.e. 39Mb I was told that I should be getting between 43 and 60Mb (although the BT sales site says Infinity 2 is up to 76Mb) and the lady said she would transfer me to support to get this issue addressed. Support went through the usual rigmarole of telling me that they don't guarantee speeds but when I said that I might as well degrade to Infiinty 1 and save myself a lot of money each month since the speed I am getting is within the Infinity 1 range, I was told that if I did this the speed would drop down to around 30Mb!!! In other words, BT are being very deceitful in their advertising where they say that Infinity 1 speeds are up to 40Mb since they are now telling me that if I go onto Infinity 1 I will never get a speed above 30Mb. For clarification, the 39Mb I currently get is on a hard wired connection. If I go to a wireless connection I can get 39Mb if I am sitting next to the router but if I move 10 feet away it drops to around 5Mb!!!! I can understand to an extent that BT cannot guarantee a specific speed since there are a number of variables but this is first time I have been told that there is no way I could get the advertised speed on Infinity 1. How can BT get away with such misleading marketing information.

Just because you are on Infinity 2 does not mean you will get the max speed that it is marketed at. You will only be able to get the max speed that your line will be able to support. That is determined by such things as the quality of your line and the distance you are from the cabinet.
If you were to downgrade to Infinity 1 your speed would probably be 38Mbps which is the max capped speed for Infinity 1. This is because you are presently getting above that speed.
To determine if there is a fault on your line and what speeds you should presently be getting 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/

I have been promised BT Infinity speeds over Coppe...

On 31/10 I went to BT website, entered my postcode to see what services I could get and ordered BT Infinity 2 (with £125 sainsbury voucher offer). upto 78mb speed Yay!
Was given an installation date of 11/11 with activation within 24hrs.
On the 4/11 I got a text saying the order was on hold as they were trying to contact the previous line owner,
who had moved out on the 31st, having sold the house to me.
I phoned BT and explained to them that the previous owner no longer lived there, and that they had disconnected the telephone line anyway. I was assured the order would progress and the hub would be delivered on the 11/11.
Came home on 11/11 expecting to find a parcel with the hub, but nothing so left it till the next eve and still nothing.
Phoned again and told that the order management team would give me a call back in the next 24hrs.
On the 13/11 (eve) I got a phone call from order management team telling me my service would be connected on the 19/11.
I said this was unacceptable & in breach of agreed contract, but they wouldnt budge.
Asked to speak to someone higher up and passed to another lady, who kept calling me Colin. (my surname is Collins).
She said they were still waiting to talk to the previous line owner to take it over, so i repeated that the line was dead and the owner had moved out 13 days earlier.
Again, i asked to speak to someone higher up and was promised that the service would be set up today (14/11) and activated on Monday. I asked about the Hub and was told this would be delivered 'next week'.
By this time I was so frustrated I contemplated cancelling the whole order and seeing what other ISPs were in the area.
To my shock, I found the fastest speed available to the village I leave in was 17mb as there is no fibre optic!
I checked my BT order status this morning, to find that the BT home Hub 5 has been dispatched, so I phoned and asked to speak to their technical engineers to see how I can connect a LAN port to a copper telephone line!
I was passed yet again to the order management team, who told me my order had been cancelled as they couldn't provision a port at my local exchange, but the broadband team were preparing the connection for the 18/11.
I said I was not surprised as there is no fibre optic in the area. The lady suggested she ran a line check which I said was probably a good idea.
She came back and said there is no fibre optic to my address, only copper telephone line. Yay!! progress!
She said she will pass this info to the expert team and organise for an engineer to test the line and may require an engineer for installation.
She then promised that I would still get BT Infinity speed that I ordered, so i said can I have that in writing which she emailed me and texted me.
So lets see what happens next week. I am not holding my breath!

wilthewiz wrote:
Don't cancel, make them provide what they're contracted to provide
How could they do that if there's no fibre optic cable to his street cabinet?
Openreach manage the infrastructure, BT Wholesale sell the services to ISP's, BT Consumer is just one ISP.
My advice would be to cancel before the activation date if that is what you are considering. Once activated you are locked in to the contract and liable for early termination charges if you cancel within the contract minimum term (usually 18 months). You can officially complain but that can sometimes take months to get processed, and may not necessarily come out in your favour.

Infinity speed difference of 12 Meg in the same st...

I have just ordered infinity and the checker says I will only get 28.6 download speed. My neighbour has also ordered infinity and the checker says he will get the full 40.0 download speed. Why such a difference as we are both on the same exchange?
Solved!
Go to Solution.

The exchange has nothing to do with your estimated speed under a VDSL FTTC system. The speed that you'll get is all down to the distance your line takes from your house to the local FTTC cabinet that would of been recently installed generally next to a existing small green BT Cab.
I can speak from my experience my estimate was as follows -
Your download speed should be: 29.3Mb
Your upload speed should be: 6.6Mb
But generally my IP profile from the BT speedtester were as follows -
Downstream Rate IP Profile for your line is -38717 Kbps
Upstream Rate IP profile on your line is - 10000 Kbps
BT Infinity (EASTF) 58.93/15.94 Mbps [IP Profile: 60.8/20 Mbps] using Openreach Modem & Billion BiPAC 7800N

Moved BT-Infinity/Speed-Drop

Moved to infinity board http://community.bt.com/t5/BT-Infinity/Speed-Drop/td-p/885536
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Update, finally had a call from complaints team at 8pm last night and said they could do nothing but transfer me to the billing team if i wanted to downgrade to Infinity 1
I asked if i could have an Engineer and was told "No" as they would run the same tests and no problems were indicated on my line so i might be charged for the visit. Kept telling me my speed was within range and i was told this speed when i bought infinity 2
Realy frustrated by this as i'm sure my line is capable of more having been stable at 46-48Mbps for last 18 months, ended the call by saying i will leave it for another 10 days to see if DLM is currently restricting my speed
I guiess i'm frustrated at the poor customer service of BT and the constant referral to saying that i'm within range and I was told this when i ordered the service, which i know i wasn't.

I bought a movie on iTunes but when I try to watch it plays back slowly with no sound. Then the video will speed up and the sound will work for a moment then off again and back to slow motion. I have a dell laptop running windows 7

The description says it all. I bought a movie on iTunes but when I try to watch it plays back slowly with no sound. Then the video will speed up and the sound will work for a moment then off again and back to slow motion. I have a dell laptop running windows 7

Hi Normanwh,
If you are having video playback issues in iTunes on your Windows machine, you may find the following article helpful:
Apple Support: Troubleshooting iTunes for Windows Vista or Windows 7 video playback performance issues
http://support.apple.com/kb/ts1718
Regards,
- Brenden

BT Infinity speed massively drops in th evening

is it normal for infinity speed to drop by over half in the evenings?
ive only been a BTI a few days, and my "daytime" speed on my mac wirelessly is about 34-36meg
yet in the eveningit drops to around 14 meg. i understand the "if the exchange is busy" nonsense but a 20MB drop?
thoughts?
JD.

FiXiT wrote:
Same here, had infinity installed on the 6th Oct , on the BT speed checker I was getting synced at just over 38 and 10 up, speed throughput was about 36\37 and up between 7\8. Yesterday the speed was about the same but after 5pm the download speed dropped to between 12 and 20, upload speed was still pretty good. The line is still synced at over 38 and 10 up so I would say the drop in speed is due to BT's traffic shaping and congestion in the evening?
Btw have you managed to see the usage meter yet on your account? because I havn't, still looking for answers.
Its there OK
Its log in to account at BTCOM
SCROLL down to MANAGE MY SERVICES
BROADBAND
VIEW YOUR BROADBAND USAGE
Some people seem to have problems if they have more than one account as it must be logged in to the correct one
But you probably knew all that
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me

Told by BT that I should accept the infinity speed...

After receiving a replacement homehub3 and then a contractor replacing the openreach "part" last year my speeds and drops were a thing of the past. I was contacted by BT after I made an enquiry when I read an article about an increase in the infinity speed..... He told me that it was good news that I can increase my infinity speed to 76mpbs down and approx 19-20 mpbs up, all I had to do was to commit to a new contract. Great news now an increase from approx 37mpbs to 76!
The past three days after several speed tests my speeds are around 41-44mpbs so I contacted BT, that was my mistake. I was taken through the test scenario and it was still coming back at about 55-59mpbs.
I was then told that I "should not have been getting the 72-74mpbs," and things like "are you sure?" I have been bragging about my 74mpbs to everyone for about a year now!
The young girl/lady on the line told me that I was only promised 64mpbs and I should be happy with these speed test results now of 54mpbs, my line has now been "split" and I am now "sharing"?? Oh and this time of day it is extremely busy on the internet?!
Sorry but I have done all the switch offs, resets, etc....I know what I had and it was approx 74mpbs for about a year, now a lot lower, so ideally I would like it back to where it was, if any moderator could look into this for me?

Basically what I was told, put up and shut up But I am taking notes and keeping all records.
I joined because tyhe latancy on gaming was amazing, now its pants, totally ruined my experiance with them, just look at my connection now, that green line was almost at the bottom, now its hitting the middle
What's slow about FTTC........DLM

Post Moved Infinity-speed

Post moved to infinity http://community.bt.com/t5/BT-Infinity/Infinity-speed/td-p/666668
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I was going to put it in the Infinity forum but as there were other similarish ones here, and that my problem is reagrding a connection issue (my modem gets Inifinity just fine), I thought thought the connection issues forum would be the correct place.
Also as HH3 is not Infinity specific, I thought the problem was not necessarily Inifinity specific either
Even so, thanks for putting in the correct place.

Slow Infinity speed

I had BT Infinity (option 2) installed May 1st 2012. After waiting 10 days for speed to settle down, I checked my speed yesterday & today with the bt speedtester & speedtest.net & results are showing as an average 16 download & 4.50 upload.
I did everything that BT advised via their 'How can i test my BT Infinity speed?' site ( checking connections, disabling anti-virus etc), as well as resetting the modem & hub, but results still showing average speed as mentioned above.
I have run a PC Healthcheck via 'BT broadband desktop help' on my PC which is only a few months old & is running a wired connection to the hub, but I still have these very low speeds.
Can anyone give me any advice?
Thanks

Hi
Hi Aarong,
My estimates are 28.3 download, 5.7 upload. See results above from latest speedtest. It looks like the max acheivable speed (20Mbps) is same as previous BB package, not Infinity, even though my online bill page shows service as 'up to 76Mbps'.

INfinity speeds on I-pad 2??

HI
I have an I-pad 2, wifi only. I have the BT wifi app so that if I'm out & about I can find a hotspot.
Does anyone know, if I used a hotspot near a house of someone who has BT Infinity would I get Infinity speeds or would I need an I-pad 4 to take advantae of this?

Hi
If you mean connecting to a BTWifi (BTOpenzone) hotspot then:
BTWifi or BTWifi-with-Fon hotspots allow speed of either upto 512 kbps on an ADSL connection or upto 3mbps on an ADSL2+ or FTTC (BT Infinity) connection , these BTWifi or BTWifi-with-Fon SSIDs are transmitted from residential BT Home Hubs.
From premium BTWifi (BTOpenzone) hot spots such as from Starbucks you can achieve a speed of upto 8mbps.
Hope that helps,
Cheers.
jac_95 | BT.com Help Site | BT Service Status
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Concern over BT Infinity Speed.

Hello,
I currently have BT Infinity Option 2 and I've had it since the beginning of January '12 when it became available in the area I live. Going from 4.5Mps (Download speed 150kb/s) to a quoted possible 22Mbps (2.75MB/s), I was very pleased to hear.
When the engineer came that day, he was polite and willingly to help with any issues. Once the router was setup and ready, I was receiving 17Mbps (Download speed 2MB/s & Upload speed 2~3MB/s), after he did a Speednet test though he wasn't happy and said we should be getting more. I was honestly surprised though shock it off as I was really happy that I was and still am getting much more than I had before and pay about £10 less. I couldn't honestly argue. :)
However, this is my concern, about a month ago, my download speed has dropped to 1.0~1.5MB/s. That's a bit of a blow since I'm trying to download all my games from my Steam account, so lots of GB/s.. I couldn't before and time was something of an issue when you want to play games and not spend an entire day just downloading one game, which I did in the past. At the moment, just gotta wait an hour or two and I'm good to go but it's little longer since the speed has slowed. Same applies to the Upload speed, it's dropped from close to 3MB/s down to ~2MB/s.
At one point, I had to ring up BT for why my connection was incredibly low and struggled to connect. One customer support assistant just told me to go by a Extended Wireless Device to increase my Wireless range. I had never had an issue with range from my router. Feeling unsatsified with the help I received, I rang again and got the support I was looking for. The router's channel was changed and I got connected in the hour and back to normal.
So, with the issue explained. What can I do? What are my options? :s
# Should I keep as I am?
# Is it just the changed when I had this incredibly slow issue?
# Or has BT, somewhere on their side, around the world, capping my speed cause it has happened before to a work collegue. (BT support in India, apparently put a heavy restriction on their speed, lower to almost nothing.)
Thank you for reading and look forward to hearing some advice on how to tackle this situation.

I have found that most of the issues I have had and seen other people have with infiity relates to wifi problems.
The Hub is not the best for wifi, and a if you download a program called inssider, you will see the 30 odd other people near you all fighting from the same wifi channel.
My advice ditch wifi, and go hard wired you won't look back. If you don't want to lay cable around your house then invest in some homeplugs
http://meanmint.spaces.live.com/

Infinity Speed Problems and CS problems...again.

For the second time within a period of a few months, I've been lied to again (well it feels like it ) by various departments within BT regarding call backs and assurances over line speed capabilities along with the resolution of issues.
I'm just tired of the poor customer service issues and that to even look at getting anything done, you have to come on here or Twitter and complain or as some people do, email the BT CEO and board. I should also add that 1st line tech is useless. When I first reported my problem, I'd already followed the inital diagnostic steps from the BT site. Checked the wiring, ran the speed checkers etc...yet when they asked me to run the check I said I've done that already and this was the result. They ignored that and kept asking about five times before it finally dawned I'd done that already.
Anyhow, there's no point going down that route again. Don't mean the above to sound like a mini-rant, but I'm just so frustrated and disappointed. I'm looking forward to speak to someone in the UK to talk about the issues, but I worry that may be a different task altogether.
So HH5 arrived on 24/11 and installation of Infinity 2 was completed by engineer on 26/11. Prior to this I was expecting somewhere between 63/80 based on the down estimate, the up estimate was upto 20. I'm aware these are estimates, but the several times I spoke to sales (and cancellations at one pont for some reason) I was assured I should get at least 63 if not more.
Once the engineer had left my router settled at 56D and 11U. I thought ok, not a bad start given that I was led to believe by both sales and the engineer that this should settle and be trained over the next few days. Now this appears to have happened as the line was reset a few times during the first week or so. The line appeared to stabilise at 56/11. Not quite what I was promised, but I thought ok, let's see what happens. DLM in play here I believe.
Then a couple of weeks ago, my line suddenly crashed to to speeds somwhere in 20/30 range and the upload went as low as 7. BT have apparently fixed the fault as confirmed by the BT Care twitter team by email sent on 27/12 which I only read this morning. This I thought explained to me why my line was being reset at random again over the last few days. I should add that from my perspective, the line appeared to be rock solid at the higher speeds over a number of weeks. And if it had stayed that way, I'd probably have accepted it as the best I can get.
According to my HH5, my line is currently running at 42.85/8.216. Now I know the line can support more from the inital few weeks after Infinity was installed. My query here is as I have read in other posts, if DLM is supposed to set the line at top speed from the get go, why is my speed now 20Mbps below the estimate. Screenshots below.
So if anyone has any helpful comments that'd be appreciated. I don't have much time to deal with this kind of thing as I have caring responsibilities. I know from the stats above I've got nowhere near the top end speeds on both A/B type lines.
Even though the email I received from BT says the fault has been cleared. Clearly, it appears not to have been. Given the overall fault is still ongoing, it was very annoying that the BT agent would have the temerity to suggest a charge of £129.99 for an engineer visit if there is no fault with BT. Well I can only think there is somewhere. Possibly the network, maybe the cabinet/exchange or something else. The internal wiring has not been touched since the engineer installed everything.
I have a feeling an engineer visit will be required, but I certainly couldn't afford to pay for it.
Thanks for listening guys. Happy New Year to you all.
Solved!
Go to Solution.

56/11 rock solid is what I was getting up until the fault started. They claim it's resolved, which clearly it isn't.
My HH5 is about 3/4ft away from the master socket. Simple cable setup by the engineer and it's not been touched since the engineer visit and a visual inspection confirmed the setup was right. It would be, given it's not been touched. Too many horror stories about problems getting the £129.99 refunded for people who should never have been charged it.
I've tried speaking with BT 1st line before. While quite possibly nice people, they are the most ineffectual technical people I've ever had to deal with.
The BT twitter people have a link to this thread showing all my results etc...whether they can do the right thing or not, I'm not sure if they have the remit.
Hopefully someone will be able to pick this up in a day or so and at least speak with me.

Infinity speed, 0.2meg

Hi I'm hoping someone can help as I feel I'm being sent round the houses and an unacceptable level of customer service. I'm an infinity customer and when I first got the service I was getting around 30meg but now that’s diminished to 0.5 to 0.2meg – for 3 months approx. I've tested the equipment, hard wired directly to hub, had a line test and was told the problem was external to the home and yet an engineer still had to come out of verify that. Not sure what the engineer did but verified it wasn’t the equipment and when she left she said the issue was fixed but the speed diminished from 0.5 to 0.2meg. BT have been unable to give me an update and even had an outage for a whole weekend a few months back to op it all off – this is totally unacceptable, I mean what exactly am I paying for? Takes me 30min to get through to customer services and they just waste my time doing line checks and tell me to reboot my equipment. Can someone help me get this resolved? Many thanks Ket

i've been exactly the same for the past week... down to literally dialup speeds for now...
Customer service have been worse than abysmal, having actually raised this problem with them 3 times now, only to call up today for an update, 43 minute waiting time later, to be told there are no notes or complaints raised from me since 2011...
Enough is enough... sub standard service, apalling customer service, and being lied to repeatedly about the fault despite be calling 3 times previously for them to do sod all about it.
Will be retrieving my MAC code from them shortly and moving ISP's, this is abominable.

BT Infinity speed and drop out

Hi all Not sure why but my BT Infinity has gone from 36 meg download to around 20meg also I have noticed that an odd time mainly at night I can loose conection it does come on once reboot router and speed does go back to 20 meg came from 02 broadband only think i have done is not shown ssid on wireless any one any ideas what could be wrong
Just an update I have plugged in to router and now speed is showing 30 meg 10 meg increase but when broadband was fitted i was getting 36 meg wireless on the same pc
Thanks for any advice or help

u have not said what wireless mode u are using
is it g or n?
u did say to start with u got 36 on wireless so i presume u are on N have u any other devices that are g trying to connect?
54g operates at a maximum physical layer bit rate of 54 Mbit/s exclusive of forward error correction codes, or about 22 Mbit/s average throughput.
so if u are on g then looks like u are getting a good and approx right speed if N then u should get nearer the 36.
i cant rem if u have a mix of n and g then everything drops to the lowest 54g speed or not
ie
The downside is that if you have a mixed wireless client environment at home (Wii/Blackberry) - 802.11b/g, newer laptop with 802.11n) you will only ever get a max of 802.11g speeds
someone else can confirm this

BT Infinity Speed - I feel Mislead/Cheated - will ...

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