Installation / speed problems with Infinity

I had Infinity 1 installed in mid September. I was promised 40.8Mb/s download and 6.1Mb/s upload, so I went for Infinity 1, knowing that the download would be capped at 38Mb/s.
When the Openreach engineer did the installation, he failed to check that our telephone extensions worked before he left. Unfortunately the main extension (with our main phone on) was not connected back in properly and didn't work. I reported this as a fault on the day, but fixed the wiring myself and cancelled the fault 24 hours later.
Since day 1 our broadband download speed has never got above 20Mb/sec. I finally reported this as a fault this week and have spent many a long hour since on calls to various customer services / engineering teams trying to get it resolved. There was discussion about whether it was a fault with the line, that there was an outage at our exchange etc. etc. I've done all of the tests asked, including resetting the Modem, disconnecting everything else from the Hub, disconnecting the phone lines from the Master socket etc., but none of these have increased the rate and the IP profile is still hovering around 19-20 Mb/sec. They think that the profile may have got locked to a low value when the fault was first reported on the line.
I'm now being told that the only thing I can do is request an engineer visit with the possibility of a £130 fee if they deem that the fault is due to anything in the property.
Can the IP Profile be reset remotely? I've seen a few people on here complaining that they have been charged for a visit that they did not feel was their responsibility. I really don't want the threat of this and have held off agreeing to a visit as I feel I have never received the product I signed up for.
Does anyone know either how to get my issue resolved without an engineer visit, or am I being unreasonable to expect a visit without the risk of a big fee?
All in all I've been disappointed with the lack of customer services from BT.
Many thanks,
Colin

Your problem is that you have had a faulty install most likely as it was a contractor who did it as an Openreach engineer wold have shown you everything working correctly.
You have compounded the error by trying to fix it yourself instead of reporting a phone line fault and awaiting an engineer to correct.
I'm going to flag this for a mod who will help you through it as IMHO you should not be charged for the faulty install to be rectified.
Please note:- Once you have contactec=d the mods via the link you will be given it will take 3-5 days for them to get back to you.
You are best advised not to contact BT in that time but to wait for the mods who will be your one point of contact until resolution.

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Placed order for upgrade from Bt Broadband to Infinity 1 on Tuesday 19th March. Was given installation date of Tuesday 26th March (Today). All started well when engineer arrived at 9am. He had already done the necessarys in the cabinet up the road so fitted the new master socket and connected the new modem to my existing BT Home Hub 3 (installed last march and been working OK ever since). Well all the lights on the modem came on OK but the hub would not connect to the internet, the 'B' was orange. Nothing he did would make it work. He went away after 2 hours, most of wich he had been on the phone to BT trying to sort out the problem to no avail. He came back a little later and sid that he needed to reconnect my old copper connection as another department needed to come out to sort it out. The impression I got was that they would be back later today or maybe tomorrow. How wrong could I be. Despite my landline being registered as my preferred contact number I later received a text message saying BT had tried to call me to tell me that my new installation date is Thursday 11th April!!!!! That's over 2 weeks away. I was fuming at this delay and not even being consulted as to whether this was convenient.
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Well thought I'd give you an update on my Infinity installation.
Quinn engineer arrived this morning about 10:30.
He had no knowledge of the previous aborted attempt to install Infinity last Tuesday. I had to fill him in on the story and the problems as I understood them.
He disappeared off to the cabinet to reconnect the fibre.
He returned. Connected everything up. Home Hub still showing orange light.
Looks like the fibre socket on your Home Hub may be faulty he says. Goes out to van, comes back with new Home Hub. Connects it and hey presto all is working wonderfully.
He left less than 30 mins after he arrived.
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5 - Why when today's engineer arrived did he have no prior knowledge of the 'problem'?
6 - Why is the online order checker not updated? It has shown my 'new' appointment as Thursday 11th April right up to today. Wrong information is worse that no information.
I'm sure you can understand that I am far from impressed with the utter shambles that BT has created over this installation and think, at the very least, they should consider refunding my installation charge as a gesture of goodwill.
As I feel at the moment I am very unlikely to recommend any of my friends and family to commit themselves to a contract with BT.

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Problem with Infinity - Any help / advice apprecia...

Hi all,
Have had Infinity for around a month now and it was absolutely mega until about a week ago when it completely stopped working and the DSL light began flashing on the Openreach Modem. I called support and they arranged for an engineer to call two days later. After testing my installation he decided that the Openreach Modem was faulty and so replaced it like for like.
My problem is that before it broke I was averaging 37 Mbps and since it was repaired the best that I have been able to get is 27 Mbps, a drop of 10 Mbps. Why has this happened and is there anything I can do to restore my original speed? Any advice or help offered will be greatly appreciated!
Thanks.

Hi all,
Have had Infinity for around a month now and it was absolutely mega until about a week ago when it completely stopped working and the DSL light began flashing on the Openreach Modem. I called support and they arranged for an engineer to call two days later. After testing my installation he decided that the Openreach Modem was faulty and so replaced it like for like.
My problem is that before it broke I was averaging 37 Mbps and since it was repaired the best that I have been able to get is 27 Mbps, a drop of 10 Mbps. Why has this happened and is there anything I can do to restore my original speed? Any advice or help offered will be greatly appreciated!
Thanks.

Will I get a speed increase with Infinity?

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Hi canhefixit,
With ADSL (ADSLMax, ADSL2/2+) broadband the BB signals run from your local exchange to your property all the way via a copper phone line. This is why the further away you live from your local exchange the slower your broadband will be.
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If you don't have a BT recognised phone line then you can try using your address by going to http://dslchecker.bt.com/adsl/ADSLChecker.AddressOutput It won't be as accurate as using the phone number but should be accurate enough.
Hope that helps and makes sense.
Cheers
jac_95 | BT.com Help Site | BT Service Status
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Greetings all, I hope theres someone who can help around here.
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1) making sense of some of the stats I'm about to post so that its caused by what I think it is.
2) how do I get BT to recalculate my ip profile quickly? I'll Explain why below.
so, here are the numbers
BT speedtest
Download speedachieved during the test was - 119 Kbps
For your connection, the acceptable range of speeds is 50-250 Kbps.
Additional Information:
Your DSL Connection Rate :160 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
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http://www.speedtest.net/result/1228706324.png
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If I leave the router plugged in and nothing interrupts it, then eventually this will fix itself, shortest time for this has been 12hrs, the longest has been 1 week. While the internet is indeed a source of great personal enjoyment for me and others in this household, its also something we came to rely on professionally and organisationally before we came to this house. a week where simply checking your e-mail takes 10x longer or viewing even a simple .jpeg file takes several minutes causes immense frustration and setback.
If anyone can help on any issue here, I would be most grateful.
Solved!
Go to Solution.

Hi I understand your problems unfortunately you are at the end of a very long line your attenuation figures show your line length as 4.7km from the exchange and with a perfect line you may get 1.6mb however that is an ideal world your disconnections are the cause of low speed as you say this reduces your IP profile unfortunately as the setting of the ip profile is automatic all you can do is wait the typical 3/5 days of stable connection for your profile to restore there is no faster way of restoring it i am afraid as even intervention here by the board mods need a minimum of 3 days stable connection before bt wholesale will raise the profile yo could check you phone line for any noise on voice calls by dialling 17070 and selecting option 2 you should here no noise preferably using a corded phone in the test socket at the back of the master socket any noise heard should be reported as an voice fault phone 151 and report it however do not mention broadband if there is any noise once solved your broadband should improve accordingly after a few days
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