Poor Broadband since Infinity installed in my area

I am a very frustrated BT customer!
After years of loyal and relatively trouble free broad usage provision, I am now faced with a dilemma.
Since the announcement that BT has installed Infinity in my area the quality of my broadband connection has dropped considerably. I now experience 2-3 connection drop-outs per day and havd noticed significantly slow download speeds. As I work from home, this is extremely inconvenient and bad for business. The quality of my Skype calls has dropped considerably to the point that I've been forced to end calls and redail in an attempt to get a bit connection. To add insult to injury, BT sales team have called me once, sometimes twice a week asking if I'd like to upgrade to Infinity. What I would like I'd the service I have enjoyed without any issues for many years, reinstating! I would like value for money and not arm twisting tactics to get mr to upgrade to something I don't need. Is there a case for compensation if BT has degraded to service I was receiving? I'd be interested to know if others have experienced similar since Infinity was installed their area. Thank you....

I had the exact same problem as you, I had problems on ADSL broadband for months had it finally sorted 3 weeks connection with no disconnect BT Infinity was installed and I started getting 4/5 disconnects a day. People saying it's entirely seperate when some use the same cabinets, for example my area i believe this is the reason but i don't pin on it.
Good luck to get this resolved
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Since Infinity installed wireless adaptor settings...

Had Infinity installed 2 days ago (hub 3) and everything worked fine until I tried to logon the next day. It seems my setting are not being saved, i was guided through the complicated process of finding and reconnecting with the hub by BT helpdesk people but as soon as the computer is closed down the problem reappears. Can anyone help, in simple language please as I'm not very computer literate.
Solved!
Go to Solution.

I'm using Windows XP service pack 2 with a NLink IEEE802. 11G Wireless LAN USB adapter.

Poor Broadband Since Upgrade at Exchange

Hi All,
I wish someone could solve my problem. BT upgraded the exchange in mid-February. I received this email on the 16th -
Good news
This is to let you know that we've now upgraded your line and you should now have an improved, more consistent broadband connection, and maybe a speed increase.
I had a very good connection before the upgrade. Consistently 7mb on an IP Profile of 7150 on ADSL Max. Anyway since the upgrade things have deteriorated somewhat. Consistency is not one of the services being offered. Service varies between nothing at all - even broadband light on HomeHub3 going out - and 6.9. I have been logging it every half hour during the day. Naturally I have been in touch with BT Service Desk and they have been ringing me every 2 days to see if things have improved! I have had an engineer out and he said the line was 'sweet' and capable of good speeds. He suggested the exchange should change me onto a 21CN circuit as I was on ADSLMax. He spoke to the exchange and they said to request it through BT Service Desk. I did so and they have said they have done it, but it really has made no difference. It IS worse than before the upgrade. I have checked out the line via KITZ and this gave me:
Estimation of your maximum rate adaptive adsl speed
Downstream Attenuation dB 24.0
Approx Line Length 1.7 km
dslMAX 8128kbps IP Profile 7150kbps
adsl2+ (21CN) 18688kbps IP Profile 16000kbps
adsl2+ (LLU) 18688kbps Throughput 16539kbps
BT Speedtester shows:
Download speed achieved during the test was - 5.16 Mbps
For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
IP Profile for your line is - 7.11 Mbps
Speedtester then came up with:
We have identified that you have additional services enabled on you broadband line, please click continue to run advanced service tests.
Except I don't have additional services on my line, e.g. video, TV. So what's that about too?
I believe I should gett a much more consistent, and higher, speed. I did before BT upgraded the exchange. Normally, I would let BT just get on with it. I am ex-BT TO and have remained 'loyal' to the old firm and have never used anyone else. But I am signed upto the £25 a month deal, and I have recently renewed it for another 18 months. So, this is beginning to irk me somewhat.
Any ideas what I should do next? All help will be gratefully received.
Thank you.
Roy

RoyBennett wrote:
Hi,
This is confusing me now. In my original post I said that I had requested the circuit be upgraded and I have been told several times since by BT Service Desk that the work has been carried out! How do I make sure that this is done? Also what are the indicators in my ADSL settings that tell you that I haven't been upgrade?
Cheers
Roy
Downstream: 8,064 Kbps
Upstream: 448 Kbps
ADSL settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
You have been mis-informed I`m afraid.
Your best course of action would be to ask the BT Care Team, they will get to the bottom of this.
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

No Sky Sports since infinity installed!

Hi,
we have just had infiity installed!
The engineer came two days ago, installed infitiy and new vision box and router, SS1 & 2 are no longer there!!
We have made at least 6 calls to india now and no one can help us, we are on the verge of going to Sky themselves as im sure they wouldnt have this problem, engineer said we didnt need new viewing card!!!!!
very angry!

Hi pottypaul,
I am very sorry you have had problems with this. I'll be happy to find out whats going on and get this sorted out for you.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
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Had infinity installed in january since then web s...

had infinity installed in january, since then web sames slow to load. not like when it was installed
i was told i would get 28mb download 10 upload.
have done speed tests the say i get i onky get 18mb download 1.6mb upload
plus when access web pages they keep being drop when loading, i have to refresh pages to laod them this does not happen all the time
i have read on the forum that some lines are capped how do i check if my line has been capped.
can any one help.
whibbs

whibbs wrote:
had infinity installed in january, since then web sames slow to load.
i was told i would get 28mb download 10 upload.
have done speed tests the say i get i onky get 18mb download 1.6mb upload
plus when access web pages they keep being drop when loading, i have refresh pages to laod them this does not happen all the time
i have read onnthe forum that some lines are capped how do i check if i have been capped.
can any one help.
Can you do a speedtest here: BT Speedtester
Please do the test wired (not wireless) and do not use the beta test, then post the full results with the IP profile.
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Poor wireless signal since Infinity

I have always had a good wireless signal from my HH2 on ADSL.
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Any ideas?

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New Infinity Install - Dialup Speeds ...

This morning, I had Infinity installed by BT, although it was ordered through our ISP, a local firm who I've bought internet connection and services from for years - they have some sort of proxy deal with BT, and so actually my broadband has always been a BT service. However, the supplier, after checking recommended the NetGear N600 Dual Band Router, and I see that quite a few people here and on other forums are using 'non-standard' routers, and clearly they work.
We got off to a shaky start this morning, which turned out to be no username and password in the router. Fixed that. Got a connection - slow at first, then managed to get to 8.6Mbps up and around 16Mbps down - I was told 25Mbps down and 10Mbps ... that's what it says on my order confirmation.
The line is confirmed at 38Mbps.
But through the day the speed has dropped to near dialup rates, and most of the day I've been getting an uplink of around 120kbps, as reported by YouSendIt after it took 15 minutes to send a 12Mb file. The web is slow - pages are refreshing in slow motion, and email is sluggish.
Speedtest.net reports 0.12Mbps both up and down.
This is an entirely cabled setup, by the way. Yesterday I was still running my ADSL ... and frankly I wish I still was ...
I'm told I'm in the settling down period and have to wait 10 days ... but seriously, speeds this low?? Is that normal? I might expect them to wander between fast and medium, but not to drop way below ADSL.
My work is screwed and my supplier tells me he can't do anything until the 10 days are up.
But I'm here asking if anyone has any ideas about this? Configuration of the router? Anything!
I did a BT Speed Test this afternoon, and oddly that reported the line at 35.35Mbps down and 8.86Mbps up ... the performance, however, is nothing like this, not even close ... genuinely Speednet seems to be telling it like it is, not BT ...
I'd appreciate any help at all, because I'm in a bit of fix now.
Thanks.
Julian.
Solved!
Go to Solution.

Haha! Well, at least that made me smile!!
The company I use is a family company, a tiny company really, quite local, and they have had my business since 1994, so there is a high degree of trust and reliability, and they generally deliver a good service and great tech support.
But, they are new to this system - they said that yesterday, and unfortunately will likely be at the mercy of BT Wholesale and whoever else.
More unfortunately, my current work, my livelihood, is suddenly in jeopardy because of this. So it's a fraught and difficult issue suddenly ... and one in which I don't want the 10 days excuse thrown at me.
Settling down with middling to high speeds is one thing, but here, something is badly skewed, I agree.
Well, thanks anyway for your attention ... when and if it gets resolved, I shall post here so hopefully some other poor soul may get some help from it!
Julian.

Poor Broadband since Infinity installed in my area

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