Getting frustrated can anyone help?
TLDR : I think I need a profile reset, but cant seem to get this across to call centers.
Full story
A while back my infinity modem developed a fault, it would run for a while, then begin to lose the line - only for 2 or 3 seconds, but then reconnect. This fault got worse until one night it was doing this every 3 mins. I am an avid online gamer, so as you can imagine I got a little annoyed!
I emailed customer services about the fault clearly explaining that the modem was faulty and I needed a new one.
They sent an email back detailing the best way to reset my router.....
I emailed back and explained that this wouldn't help as it was the modem that was at fault, and that my router was fine!
They then called me, and I went thru the rigmarole of explaining again what the problem was - a faulty modem.
To give this nice Indian guy his due, he seemed to understand, and told me a new set of equipment would be mailed out to me.
2 days later I received my shiny new router in the post..... great thanks....Still no modem....
in the meantime I had googled that the error was because the modem over heats, and as my setup is next to the window I fixed it by hanging the modem outside while I was playing
this worked ok, and I was about to calm down enough to ring bt again when I got the letter about all modems being replaced.
I now have my new modem, but due to the earlier fault, my line had gone from a healthy 37.5 down / 8.1 up to 12 down / 0.5 up.
I logged another fault and had a reply today to say its fixed - I now have around 32 down, but still only 0.5 up.
I would ideally like to return to my original speeds - as far as I can make out all that has changed is my modem.
Am I being unreasonable to ask this after the 2/3 months that I have been going back and forth with this?
Thanks for reading,
Jay.
Hi guys, thanks for the responces, good to know there is help out there
test results:
Download speed achieved during the test was - 29 Mbps For your connection, the acceptable range of speeds is 12 Mbps-33.88 Mbps . Additional Information: IP Profile for your line is - 33.88 Mbps
Upload speed achieved during the test was - 773Kbps Additional Information: Upstream Rate IP profile on your line is - 10 Mbps
as you can see dl is ok, altho it would be nice to see it returned to 40, but there is definately something wrong with upload?
Should I continue down the route of emailing the forum team?
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