Problems Getting BT Infinity Installed

Question

Hi all,
Anyone got any advice??
I have been going through a home move.  
I was originally taking my number to Virgin but they cancelled the order and did not release my phone number for keeping with BT.  I rang BT to do the homemove and the order was ordered up and everything processed, a couple of days after the order was placed the order got cancelled, with no word from BT advising me, I had booked the day off for the install of both my line and broadband.  
The router did not arrive two days before so I rang BT and they said that Wholsale had cancelled the order because the number was not available, so another order was placed with a new phone number, the router arrived next day however the appointment was now rescheduled for 5 days later.  
Four days later the phone line went active which was Monday just gone.  The engineer was coming to install infinity yesterday (Tuesday), however when I looked online on Sunday it said an engineer does not require access to your premises etc.  this I know is rubbish as OpenReach need to change the faceplate etc...  So I thought the whole thing had cancelled down again.  As I say the phone line went active and the online information returned to saying and engineer will come on Tuesday.  I also rang BT to confirm this information and they confirmed that someone will definitely be there between 8 and 1.
So Tuesday came and it is 12.30 and no sign of any engineer, I rang BT and they said someone should be there but they will check with the engineers and they said that they cancelled the job.  I am now waiting for a phonecall from "the Diary Team" to schedule an appointment which could take up to 24 hours to get the call.  
Where would I stand if I said just cancel the order and let me go elsewhere, I realise it is all OpenReach that does the install irrelevant of where I go but I am not sure BT are doing enough to expedite the order.  I have been happy with BT for the last 4-5 years but trying to get Superfast Broadband appears to be extremely monotonous and slow.
BT INFINITY (Hopefully)

Answer 1

Darkvil wrote:
Ok well after 2 months of getting BT Infinity installed, (due to admin problems), all is working great. Getting Bandwidth of about 30Mbs great.
The problem is online gaming, you need split second timing to play the game, so that means low latency.
Over 2 weeks or so its got worse and worse, 150ms and above it is un-playable online. I am getting on average about 250-300ms at night, gaming.
On my old adsl wired bt broadband I was getting on average 45ms. This was on my old system.
I think the system is trying to optimise for maximum bandwidth, and therefore comprimising on latency.
There must be a way technically to optimise for low latency at the expense of bandwidth.
I have raised and call and managed to fight my way through to Tier 2 support, (at least they understand the terms I am using yay). There are other gamers with the same problem, and there is an investingation this week.
If there is no solutions then its back to ADSL wired 3Mbs broadband for me but at least I will get 50ms latency.
Will keep you posted, this will be a big blow to BT Infinity for online gamers if they cant fix it
Cheers
Hi there,
I'm just tossing my £0.02. Have you considered that there could be congestion at your exchange/gateway?
I had Infinity installed on Friday (I'm on the LNADK exchange) and below is the ping/jitter test that I did about 10 minutes ago.