Infinity engineer VS technical support

Hi,
I ordered infinity 2 a few months ago and had it installed a few weeks ago. The engineer told me I should expect about 36Mbps. I pointed out that I was expecting more as it was infinity 2. He told me that I was set up for infinity 1. But if I rang BT and explained to them then I should expect about 67Mbps. He told me it was a common problem and ringing BT would sort it out.
I have tried ringing BT support several times but have gotten nowhere. Apparently unless I get less than 50% of the possible speed it is not a problem. I don't understand what the problem the infinity engineer was talking about so I can't relay it to the support people.
He was adament that I could expect faster speed and that it was just a setup problem that was easy to fix.
Just to clarify about my setup and how I've tested the speeds:
tested on a Windows desktop and a Mac laptop. Wired. Tested on http://speedtest.btwholesale.com/. The run further diagnostics bit of that test always fails. I generally get about 36Mbps/8Mbps.
BT tech support say my profile is for infinity 2. Beyond that they just get me to test my speed on a wired connection and then leave it at that.
So who is correct? I live in Clapham in London. I have brand new BT installed wiring all the way to the telegraph pole. It feels like a perfect setup for getting good speeds. 
Thanks
Solved!
Go to Solution.

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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    best 
    [–]omgmrjmako/PA, deb/Carbon 3 points 1 year ago*
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    permalink
    [–]lechnito[S] 2 points 1 year ago
    I can confirm that the phone is currently at 4.1.2 and that I wasn't prompted for an OTA update.The fact that both the Android OS and Reddit News processes were simultaneously using an extremely large amount of data is unlikely to be a coincidence... 
    permalink
    parent
    [–]omgmrjmako/PA, deb/Carbon 3 points 1 year ago
    That is very curious that the spikes happened at the same time.I'm curious. It may have put at least some of that 2.6GB somewhere. You could use a data visualizer tool to see if you can find it, which may lead to more clues. 
    permalink
    parent
    [–]lechnito[S] 2 points 1 year ago
    The largest directories are:
    DCIM: Normal looking photos (90,825 KB)
    Android: Primarily map cache data (64,846 KB)
    If it was downloading content then it did not significantly save content to storage. It's not like I have anything particularly sensitive on the phone, but the idea that it was uploading a snapshot of my data definitely makes me uncomfortable.
    permalink
    parent
    [–]omgmrjmako/PA, deb/Carbon 2 points 1 year ago
    Yup, Digital Camera IMages and videos.Somewhere in /sdcard/Android would be my guess as to where a mysterious file would be downloaded, but if it's only 64MB, and mostly map data, I'd safely rule it out.I'm sorry, but I'm stumped here.Edit: I should mention I don't think this is malware, because unless a malicious app gained superuser access, any data it used would show under it's own apk in the data usage list, not Android OS. 
    permalink
    parent
    [–]mistrbrownstone 0 points 1 year ago
    DCIM: Normal looking photos (90,825 KB)
    Was it trying to auto-upload pictures or video to G+?I ******* hate that.
    permalink
    parent
    [–]lechnito[S] 1 point 1 year ago
    Although I'm not really up to speed with the Android platform, I come from a UNIX background so I feel comfortable running commands. How do I pull up a bash terminal? Do I need to root the phone first? 
    permalink
    parent
    [–]omgmrjmako/PA, deb/Carbon 2 points 1 year ago
    There's a number of terminal emulators in the Play Store that work well. You don't need a rooted phone to get to the shell as your user, but any privileged command won't execute unless you can grant it permission from the Superuser app that is installed when you root the device. So you could probably do a ps -e, but not a kill -9. 
    permalink
    parent
    [–]lechnito[S] 1 point 1 year ago
    Got it. I downloaded a terminal emulator but unfortunately those processes no longer exist.Does Android keep a generic log of system level events like /var/log/syslog? 
    permalink
    parent
    [–]omgmrjmako/PA, deb/Carbon 2 points 1 year ago
    I don't think so, and I know you'd need superuser permission to read most of the files in /var/log anyway. I'm not super familiar with how Android does its logging, but I do know that the two files of interest are the logcat and dmesg. 
    permalink
    parent
    [–]sh0nuff 1 point 1 year ago
    Want to mention here that using your settings to set your data cap (set it on your billing day), then you won't go over again.Those text messages are really unhelpful, as they send out well after the data has been used. Chances are good you hit close to the 2GB mark before you received the bulk of the messages. 
    permalink
    [–]kindofabuzz -4 points 1 year ago
    Quit installing pirated apps. 
    permalink
    [–]lechnito[S] 1 point 1 year ago
    That's definitely not the case here; both my PC and and Android phone are free from pirated apps.

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    The repair process was disappointing, as I have included in my problem description that I have previously tried reinstalling the whole OS from scratch and the problems did not go away. Reimaging the system will also probably have no effect on the problems I have described in the problem description.
    What is more surprising to me though was that they totally skipped the notation I put on to have the notebook shipped to an alternate address relative to the box address. To make this impossible to miss, I miss drew a big * and circled it many times so that anyone would see it if they were reading the sheet. I found out shortly after checking on the UPS website that the city the package was being shipped to was that of the wrong address, and not the city of that of the alternate address. I was horrified after knowing that the package would not arrive today but yet I still took a day off work. (How disappointing?!)
    Again and again, I called EZServ to see if I can have the package intercepted so it can be delivered to the right address. An intercept was placed on the package, although I received a call 30 minutes later from UPS saying that the intercept failed since the package has already been delivered. UPS also told me there is no way the people living there can simply return it and continue on with the intercept. Not happy with what I am hearing, I called EZServ and see if they can set up a pickup request to have the package delivered to my address. The first rep hanged up on me shortly she answered. The second rep called UPS, placed me on hold for more than 20 minutes, then hanged up on me. The third rep called UPS, and told me that they have esculated the case and that "UPS will handle everything", whatever that means. (she refused to disclose any more details). She told me that I would be receiving a call from her shortly on the details on the upcomings and promised that I would be receiving my laptop back. As with Lenovo, I didn't receive any callbacks. I called EZServ once more, and all they would say is tell me to wait. Sick and tired of waiting and calling and not getting anywhere, I drove 100 miles to where they shipped my laptop and picked it up there. I just don't know whether to trust the EZServ people anymore....
    As far as the laptop goes, I didn't have time to open the box or to test it yet. But I will let you all know once I have taken a look at the results.
    While the past experiences have been painful, I haven't lost all hope in Lenovo yet - although I really think that the customer service can really improve on certain levels.
    Please give me advices on what to do next!
    Thanks for reading this!
    Message Edited by swg0101 on 04-04-2009 11:02 AM

    Swg0101
    Thanks for sharing your details - it seems like we should focus on recovery of your system at this point.
    I've sent you a PM - I'll look for your private message response with your contact information and case details so we can look into this and get you some help.
    Best regards,
    Mark
    ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
    Mark Hopkins
    Program Manager, Lenovo Social Media (Services)
    twitter @lenovoforums
    English Community   Deutsche Community   Comunidad en Español   Русскоязычное Сообщество

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