Inifty problems since install - Please help

Question

Hello,
(Apologies in advance for the long winded message).
I am posting here in desperation and hoping that someone (maybe a helpful moderator, i hear you guys are realible for ongin querys) can give be some advise or point me in the right direction.
I had BT Infinity installed on 25th November and have had problems with it since installation. I am constantly receiving speeds of 1.5mb to 6mb which is not only in the evening and weekends but also during the day (currently running at 1.8mb). My upload is constant at around 7-8mb.
When the engineer installed the line he confirmed that it was good for 40mb up and 10mb down. The BT Speed tester is stating that I should be receiving just over 37 down and 8 up. After waiting the recommended week for the line to stabilise I was still receiving no more than 6mb upload speeds and so called the Technical Help line (something which I have now done numerous times since).
After waiting in the queue for an advisor for no less than 1 hour and up to 2 hours (each time) I was told that engineers would be investigating my line and I would receive call back. This call back never materialises and I then called back the technical help line (I assume in India) no less than 8 times over the next week or so for updates on the progress. Each time I was informed that the matter was resolved and my problem was fixed. Each time I explained that nothing had changed at my end. During these call I was never informed of what the technicians were actually doing to my line or how long I should be expecting to wait.
Finally after admitting that they could not solve the problem I have been put through to the UK team for them to investigate. On speaking with the team I was informed that I needed an engineer to visit and check the line which was booked in and I took the day off of work to be there we he arrived. On arrival he ran his tests and said the line was fine and measuring the full speeds and that there was nothing further he could do. When the engineer left I again called the technical helpline and explained that the engineer had been and that there was nothing wrong with the line. After much discussion I was informed that as the engineer couldn’t find a problem they would have to send another engineer out. After asking if the engineer would again just check the line (the same as at installation and on the last visit) and this being confirmed I declined the engineer visit as I could not take any more time off of work.
I was then informed that the technicians would again work on my line remotely. Again after a 48 hour wait I was called back and told that all the team were still working on my line I and to give them another 48hrs to work on this. Another 48 hrs later and I was informed that I would need another engineer to visit. I was told that as well as checking my line they would also be checking the Cabinet our street. Reluctantly I accepted the appointment and my wife took the day off to wait for the engineer to arrive today for their 8am – 1pm slot. At 1pm there was no sign of the engineer and no call. I again called the technical helpline and after being put on hold so that this could be checked with the technicians.
I was then informed that the engineer would now not be coming and that the problem was linked to a recent power outage and that this was now fixed. I was asked to wait one hour and then run a speed test again. It is now 4 hours later and after many speed tests I am still stuck on 1.8 download speed. I really don’t know what to do know. I am aware that BT Infinity has been having nation wide problems over the last few days however; I am convinced that this is not linked to my problem as this has been ongoing for nearly 1 month now.
I have wasted hours and hours on the phone speaking with “technical advisors” that either don’t want to or are unable to explain what the problem is or what is being done to resolve it. I have also in this time been sending emails through the BT.com “report a fault” link and no of these have been answers. Are there any mods that are willing to investigate this as I am now considering cancelling my contract and asking for the line to be disconnected as it doesn’t look as though I will ever be able to receive “infinity” internet? I would be grateful for any help or advice from anyone.
Thanks Alan

Answer 1

Hi guys,
If you're still having trouble with your Infinity download speed please send us an email with your forum username and BT account details to the email address registered against my profile and we'll see what's going on for you.
Thanks,
Stephanie
Stephanie
BTCare Community Manager
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