Please Help: Lost everything because of switch to ...

Question

Tuesday 8th July.  A week ago today I was switched to BT Infinity from ADSL with a non BT ISP. I had 2.5 years of bomb proof internet on ADSL. It didn’t ever go down or slow from 4-5Mbs. However I made the crazy decision to switch to Infinity for, ironically, a faster and more reliable service.
Immediately after installation of my Fibre my connection speed went DOWN from 5Mbs on adsl to 0.5-1Mbs. It was immediately obvious to me something was wrong. I insisted the installation engineers stay and watch a speed check but they said this was “perfectly normal” for the settling in period.   Before they’d even left my drive way it crashed and continued to crash over the next 24 hours for up to several hours at a time. Speeds varied from 0.5 – 1.5Mbs.
On Thursday 10th I took several hours off work and spent it on the phone to India where they eventually booked me an engineer to look at my line the next day. Someone from a UK call centre called me on Friday to say they’d attempted to remotely repair my line and it had failed and they’d need to send an engineer out.
On Sunday 13th the BT Open Reach engineer arrived at 2.30pm (I’d cancelled a family day out to the annual village fete). He insisted on checking all the house wiring, despite me pointing out that the wiring was fine as the adsl had worked perfectly previously, I repeatedly pointed out it was a problem outside our home. He left in a hurry at 4 saying he’d return tomorrow.
Monday 14th I had to take a day’s leave on Monday to await the OPen Reach engineer who was not the same guy as Sunday. He was pleasant and professional but again insisted on testing all my home lines and then spent all afternoon replacing the lot. He completely rewired the house, rerouting the phone lines into a new socket, drilling walls etc. His tests did not show any problems on the line at my house or at the cabinet. He called technical help whilst I was there who said they couldn’t detect any problems on the line. However the internet was still very very variable and I insisted he call back. This time they stated the “interleaving” was off on my download and switch it on (BT’s guidance says it is NOT an option to switch this off for fibre so why was it off?). This appeared to stabilise the internet at 18Mbs download and 7Mbs up with a long latency of 60-70 on the ping.
Tuesday 15th Awoke and it was still working! I dared to hope. Too soon though. My wife has just called me on her mobile, very angry, we have now lost not only the internet but the phone too! The line is completely dead.
I’ve reached the end of what I can cope with. I cannot take more time off work whilst engineers visit. I cannot even call and sit in a queue for hours to India as I have no phone (this was sent from my works Email). I work from home a lot and I’m in danger of losing my job because of a combination of time off and an inability to connect to the works network. This is wrecking my life.
I live in the village of Great Eccleston, Lancashire and know there were issues with “the cabinet” a few months ago from the BT engineers who visited and that engineers were working on the lines in our street yesterday as damp had got into the junction (but this ended at lunch yesterday and my phone was still working).
I have repeatedly requested this is resolved externally, that I’m given a “lift and shift” in the cabinet to a new circuit, but was told yesterday BT wholesale were reluctant to do this. Each time I call the call centre I have to explain everything again to a new person, same when an engineer visits. When the engineers visit they insist they will sort it but make it worse. There is no continuity at all. All I can think to do now is Email the CEO of BT.
I have to go home now but will check this tomorrow.

Answer 1

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date
  High Low High Low    
FTTC Range A (Clean)
50.7
35.2
12.4
7.8
Available
FTTC Range B (Impacted)
43.6
23.9
12.4
6.1
Available
ADSL Max
Up to 5.5
4.5 to 6.5
Available
Fixed Rate
2
Available
Other Offerings
Fibre Multicast
Available
 The line and internet are still dead.
For all ADSL and WBC Fibre to the Cabinet (FTTC) services, the stable line rate will be determined during the first 10 days of service usage.
For FTTC Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.
Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.
The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014.
If the End User wishes to migrate from their current Broadband supplier they will need to contact them in the first instance to obtain a MAC (Migrations Authorisation) Code, and then contact their new Broadband supplier to arrange for the service to be migrated.
Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service.
Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number check.
Thank you for your interest.