Seriously slow speed, not what was promised

i have been reading thru the other threads. I will re-iterate the point which has not been answered, why does this have to go thru' a forum instead of a proper help desk?
I changed yesterday to BT broadband. When I ordered it, I made the point that both of us rely on internet for our work and so I asked the sales person if there would be any disruption to internet service. I was told there would be NO disruption. Unfortunately, that is not true. I keep reading about waiting 10 days, but i was not told that would be 10 days of incredibly slow service. Why would this be the case when the house/phone line previously served broadband perfectly well?
Just wandering, we have always turned everything off overnight, would that make a difference? Does the Hub have to stay on 24/7?
email etc is working with a little patience, but cannot download any video clips, doesn't cope with even a 2 minute youtube. very annoying and disruptive. thanks

welcome to the forum
there is a proper CS help 08001114567
there is a 10 day training period while the equipment at the exchange tries to find the best stable connection for your line. during this period you should leave the router connected 24/7 with no manual resets. however the router may restart (often) during the training period.
after the training period is complete then you can switch the router off at night, many do, but it is not recommended by BT. to many resets/disconnections in a short space of time will have a bad affect on your speed and profile
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Internet speed-- not what was promised!

I am a new Fios subscriber. One of the main reasons I chose Fios was the promise of a faster internet. I am paying for 50/25 mb speed, but what I am acutally getting (as judged by the Internetfrog speed test) is approx. 14 mb/s download and 4-5 mb/s upload.
Am I the only one who is not getting what I am paying for? Are these speeds reasonable?
Thanks,

It is no more misleading than many advertising claims which always seem to have an asterik limiting the claims. How many people actually get the EPA mileage printed on the sticker for their car?
If you think Verizon over hyped WiFi speeds how about router manufacturers? (150 300 450 600 ......1900 ).
I have the 75/35 package and connected using Ethernet often get 80/40.
Standing in the same room as the VZ router I can often get 55 down on its 2.4 Ghz radio. If I connect to the AP I have running off the Actiontec that has a 5 Ghz radio sometimes I can sometimes get 70 down.
I live in an area with lots of WiFi interference. I often can pick up 20 + SSIDs.
I use Ethernet for speed and the WiFi only for convience.

Infinity speeds not what BT promised in contract

BT,
13 months ago I signed up to Infinity and then upgraded to Infinity2 earlier this year. My contract letter from BT advised I should be able to download at 29Mbps and for most of this year that has been the case. Often it exceeded that as can be seen from the attached graph. I appreciate it's not using the official BT test but I have used that and the results are identical. You can see the highest speed was 38.59Mbps. Impressive!
As you can see there has been a substantial drop in speed in recent weeks. I have performed tests via both Ethernet enabled PCs and wireless 'n' laptops and the results are identical. I haver also run tests at 6pm and 11.30pm with no difference so busy times are not a factor. I have performed a power down on the router but the low download speeds persist.
Is this a problem only BT can fix and if so how do I go about getting it fixed? Can it be done via these pages or is a phone call necessary?

resets are the worse thing you can do as the DLM will see the line as unstable and reduce your IP Profile to stabilise the line you now need to leave the modem powered up 24/7 with no restarts for at least the next 2 weeks to give the DLM to see the the line as stable and then your IP Profile should start rising again
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Anyone else annoyed by the seriously slow interface (not internet)

I've had an iphone since it first came out, and ever since version 2.0 came out, it's been really hard to deal with some of the amazingly slow interface problems it has now. I got the 3g about a month after it first came out, so I'm using that one now.
My problem is that nearly every application takes at least 5 seconds to load. + or - about 2 seconds, sometimes up to 10. That's a really really long time for an application to boot up. It even does that on the phone and text message applications.
Even worse is the time it takes to load up the search bar on apps google maps or youtube. Once I've already waited 5 seconds for it to load up, I press the search and have to wait ANOTHER 5 seconds for the keyboard to load up. Even better is I'm not sure I actually pressed it right so sometimes I'll press it again and then the bookmarks will come up when it finally loads....blah. Not to mention even more lag as I try to type. I've tested some of my friend's iphones and they're about as slow as mine, maybe a little faster, but still slow enough to be a pain. Anyone else having problems like this? Or does it just not bother you?
I've messed with my friends' blackberry phones and I feel like the turtle on those comcast commercials. I press facebook and it's right there...immediately...and I freak out. I show anyone my iphone now and they lose interest before it loads!
Also, any pointers to speed it up? I know I have a couple pages of applications, so I'm sure if I deleted every app it may go a lot faster, but that doesn't sound like a good solution. I'm also wondering why it's going so slow in the first place. Back in the days of 1.x I had no trouble loading stuff up. Now I'm embarassed to try to show people things on my phone because I press the application and have to practically start another conversation before I can show what I want to show.
Well there's my rant, I hope 2.2 does a lot of optimizations, because that's the only gripe I have about my phone right now, I can live with some things not existing.

Just found this post and would like to contribute. My 3G iPhone is very slow and always has been since I bought it last summer. I've been through all the updates that have been issued and now on 2.2 there is no difference.
In contacts when I press an alphabetical key absolutely nothing happens for 6-7 seconds. When typing an SMS the first letter pressed genies up large and stays like that for 7-8 seconds before it will genie back down and allow me to type the next character. E-mail does the same but sticks on the first character for only 3-4 seconds, wow I'm lucky here then.
I have Mobile Me and this definitely contributes to the problem, ie with Mobile Me not engaged this awful problem of lag is not there. I booked an appointment at an Apple store in the Genius Bar to show them the problem but their Genius decided it was all due to me having too many contacts, 1885 that I should expect this behaviour and I just had to live with it !
Not what I was expecting, appalling service and it just came across that he was making it up as he went along. I'd say this is a major problem for Apple and they have directed their staff not to replace the handsets as they know full well what the problem is and a new handset won't cure it.
Wish they'd rectify this problem properly as it's really spoiling the user experience, slowing down my work and is totally embarrassing to show what should be a cutting edge device to others.

Contract not what was agreed via email and phone

Hi all, new to this forum so I'm hoping people here will be friendly and helpful .
I recently (Oct '10) changed my phone back to BT and got a package deal along with my existing BB and Vision services.
Spoke to a helpful guy called Tim Chappell who organised everything via email and phone.
I have had my recent quarterly bill it is not what we agreed. I am paperless billing and I cannot see what package deal I am on until my quarterly bill comes through. The first bill was very confusing with lots of cancellations for the existing package and then lots of price shuffling so I could only really see what I was paying on my second quarterly bill.
I have tried and tried in vain to contact Tim with no response. Live Chat and Cancellations have emailed him to contact me urgently but still nothing.
All the agreement is in the emails I received/sent so I have proof of the package he did, but what it says on my billing is different so it's my word against theirs until Tim responds to me.
Sorry for the long rant, can anyone help solve this please?
Solved!
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DS wrote:
Aye, although me no work for BT, I still like to wear one when I'm posting - makes me feel like one of the team!
Check your exchange or major service outagesIf someone has given a helpful answer, please click on their Ratings star on the left-hand side. ***

IPod Touch 3G replacement battery not living up to what was promised

I have had my iPod touch for almost 4 years. The battery started to run down (loose charge more quickly or just not charge up all the way) about 3 to 6 months ago. I took it in to the Apple shop and they gave me a replacement iPod touch 3G after I paid the battery replacement fee. This gave me a 90 warranty on the fix.
I took the new iPod touch home and charged it up and set it up as a new iPod Touch. No restore. After doing this, I used it for about 30 minutes reading a book. Then it gave me a "20% battery remaining" message. After 30 minutes. So I killed the book software and loaded the battery monitoring software. It showed that, sure enough, I only had 20% battery remaining. But, as I watched, it jumped up to 25%. And then up again to 35%. So I went to plug it into the computer to charge. When I did, it jumped up to 80% charged as soon as I plugged it in. I unlocked it and, on the batter monitoring app, it stated I had an 85% charge. So I charged it back to full then unplugged it again. This time I restarted it, hoping this was just some boot error. It did the same thing repeatedly over the next few days. It would give me a "battery 20% charge" warning, then jumping up to between 35% and 70% as I watched. Then back down to 20% again like some drunk metronome.
I took it back to the apple store and told them my problem. Realizing that this is an old iPod Touch model and future replacements would be similar if not worse, I offered to pay the rest of the money needed to just purchase an iPod Touch 4G. As in, take the original amount paid for the repair, as I had not gotten a battery replacement that worked, and add to that to make up the difference to purchase the newer one with a good, working battery.
This was refused. Instead I was given another iPod Touch 3G to take home. And, again, this one is doing the same thing as the first replacement I received. If I had not been there to see that there were, in fact, two different iPod Touches involved, I would have thought that it was the same one. This newest one has the same drunk metronome battery as the last "new" one.
I have been an Apple customer for many years now and the offer is still open to just pay the rest of the difference to upgrade to an iPod Touch 4. Because I don't want to and cannot play iPod Touch roulette via mail returns for the next month until I finally get one that has a working battery. That and the fact that it costs money for me to get to the nearest Apple store every time I go. So going any more would eat up any money saved on getting that original battery replacement back. But Apple would keep that money and it wouldn't have done what they said they would do. Which is, replace the battery with a working one.

It would have been difficult to take up the problem with the manager of the Apple store as I live in Japan and the manager is Japanese and doesn't speak English.
I did go through many discharge cycles, yes.
That may true and the percentage indicators used in battery information apps may not be reporting the correct percentage. However, when the iPod Touch itself is giving me the 20% battery life remaining warning and then going back up to almost 50% then back down to 20% and displaying a warning 4 times in 10 minutes for two separate iPod Touches, I don't think it is the percentage indicator's that could be wrong on two consecutive iPod Touches. Especially given that the original iPod touch I had, even with the failing battery it had inside of it, did not bounce around that much... Or at all.

Price & Speed is not what was agreed when re-contr...

Hi, my contract ran out at the end of October last year and I was offered a new contract, the first 6 months free then £15.99 a month for the next 12 months I also asked about getting the new up to 20mb broadband and was told I would get it if it was available at my exchange if it wasn’t I would get it as soon as my exchange was upgraded. My exchange has been upgraded and I am still on up to 8mb, I have phoned about this and was first told I would be upgraded on 1st April then I was told the last week in April then was told it would be 15th May, still no change also when I got my bill this month I was charged £24.99 a month not £ 15.99 I spent over an hour on the phone last week about being charged £24.99 and was told that was what I have to pay not very happy to say the least. I also took out a 12 month contract for TV on demand at £6.99 a month and was told I would get a new remote control free of charge as mine does not work very well have not yet received new control. Can a moderator help sort any of this out thanks Mil.
Solved!
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Hi Mill,
Sorry for the problems you have had and welcome to the forum. Don't worry I can help you with this.
Please drop me an email to [email protected], include your BT account details and the link to this post. I will check things from my end to see what is going on.
Cheers
Sean
BTCare Community Manager
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.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

BT infinity speed not what it should be

Hey everyone I've had bt infinity now for about 5 weeks and havn't had any real problems, my speeds should be 40mbps down and 10mbps up, but for some reason lately my download speed has dropped to about 12/13 mbps peak and 20/23 off peak, i've called bt customer services who have said everything is fine and are in my opinion fobbing me off.
Can any one advise me what to do, i've done the usual restart of the router, clearing the cache from my devices so speed tests are faster, and tried bot wired and wireless connections.
Many thanks.
Azel.

Hi Azeluk,
I'll be happy to have a closer look at this 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.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
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Seriously slow speed

i have had bt infinity since 29 december never been this slow i should be getting 38/9 any ideas. also looks like im on the wrong ip profile.
Download speedachieved during the test was - 0.73 Mbps
For your connection, the acceptable range of speedsis 12 Mbps-21.67 Mbps .
Additional Information:
IP Profile for your line is - 21.67 Mbps
Upload speed achieved during the test was - 0.65Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

What does the GigE port do on my BT Home Hub 3?
On the back of your Hub 3 you have four yellow Ethernet ports that allow you to connect devices to the Hub. Port 4 is labelled as GigE.
GigE or Gigabit Ethernet is the way we talk about the technology for transmitting data at a rate of a gigabit per second (or 1,000 megabits per second). That's ten times faster than the other three ports, which transmit data at 100 megabits per second.
If you've got BT Infinity then this allows devices that are connected to the GigE port to receive data at the same speed as it is received from the fibre connection.
If you've got BT Broadband then you can use the GigE port to connect big, fast hard drives known as Network Attached Storage devices. You can then use these drives to stream films and music to other devices that are connected to the other Ethernet ports or which connect to the Hub wirelessly.

Broadband download speeds not what they should be

Hello all I'm having a problem with my pc download speed when I proform a speed test using either speed checker or the bt speed check all is okay with tempeh connection incoming and I should be receiving 9.25 mb/s down and 1mb/s down but all all pcs including laptops on either wireless or Ethernet cannot exceed 1.2 mb/s on downloads I have plugged into the test port on the first point but alas the same 1.2 peak speed I'm at a lose end at the moment on wether it's the external line that goes to the first point need upgrading of the first point isn't correctly working any help would be fantastic
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Go to Solution.

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
does this explain anout diwnload speeds relative to connection speed. http://techallica.com/kilo-bytes-per-second-vs-kilo-bits-per-second-kbps-vs-kbps/.
in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

T61 Characters Displayed Are Not What Was Typed

Periodically when I type on the keyboard the characters that appear are not the ones I type. This happens when I try to enter the password to logoin - thank goodness for the fingerprint reader! It also happens when I am in various applications including MS Word and Outlook. If I reboot the problem goes away for an undertermined period. I have run two virus scanning programs and have found no viruses. Any help would be appreciated.

To answer the question about what is the 'rubbish'?
If I try to type 1234567890 I get & é ' " ( Paragraph sign é f c
The paragraph sign is something I don't know where to find on an ordinary keyboard! the second é is actually e grave and the c has the little squiggle under it.
If I try qwertyuiop (top line of the keyboard) I get azertyuiop (nearly right)
If I try zxcvbnm,./ (bottom line) I get w x c v b n , ; :
Hope that helps I you want any more specific keys please let me know. I am very happy to be told that I am doing something stupid but I have 3 computers and write web sites but it is puzzling me!

Memory amount not what was purchased.

I ordered a new Intel mac mini core duo with 1gb of ram and a 100gb hard drive. I got it today and was playing around for a few hours. Love it! I am new to macs so it took me awhile to look in the "about this mac" part.
Turns out this computer shows only 512mb of the 1gb ram I am supposed to have. It shows 1gb on both stickers on the box.
Is there any way the "about this mac" is wrong? (i am mostly a windows user, so mistrusting the machine comes natural)
If it does only have 512 then what is the best way to resolve this?
Thanks.

trust me when I say your overall experience will seem very trouble free once you start really suing your mac. Being used to the common windows quirks you'll soon realize how much nicer it is!
As far as your memory issue, it's a bummer but I guess it goes to show that they are just human

I just downloaded Awesome Weather Clock and it is not what was represented, any way of getting refund?

I have wasted a lot more than the $1.99 to buy the Awesome Weather Clock app but I do not like getting scammed. This app does not do anything that is claimed and all support is in Chinese. Any suggestions on, is there any way of getting a refund? Is there a way of warning others not to download? this app should be pulled as soon as possible. Any help would be appreciated.

If it's not working as described then usy the 'report a problem' link from your purchase history : log into your account on your computer's iTunes via Store > View My Account and you should then see a Purchase History section with a 'see all' link to the right of it ; click on that and you should see a list of your purchases ; find that app and use the 'Report a Problem' link.
You should also be able to write a review (from http://support.apple.com/kb/HT3928) :
Locate the item that you would like to write a review for.
Click "Write a Review" in the Customer Reviews section.
Enter your sign in information when prompted.
Select a star rating.
Enter a title for your review.
Write your review in the Review box.
Click the Submit button.

Seriously??? What a lack of integrity

So after two weeks of trying to resolve issues with you. Your sales rep promised me things at a certain rate and now I can't have what was promised me. I want what was promised to me. This is so rediculous that I have to go back down to a customer service center again and talk to someone. Im probably not going to get what was promised to me either. Im just astonished that you are still in business. As I am looking through these forums the amount of negative responses to your customer service should tell you something. You need to fix things. I will NEVER recommend you to anyone. your customer service is just unbelievable bad. The people are nice, but what they tell you they are going to do and what actually happens are two different things. Im just so frustrated with your lack of integrity in honoring what I was promised. I know its your sales reps word against mine, but I have the service order to prove what we discussed. If I was to be charged for certain things he should have filled it out properly, but then I would have known that his offer was bogus. So Seriously Comcast you are horrible!

VC0323 wrote:
So after two weeks of trying to resolve issues with you. Your sales rep promised me things at a certain rate and now I can't have what was promised me....
Sorry to hear about your issues with Comcast. I let a Comcast employee from the corporate office know about your issues and have requested that they reach out to you. If you don't hear from anyone soon, let me know.

Slow speed issue not getting what i was promised

Hi
After having no luck no the phone and feeling like i was fobbed off i was wondering if anyone can help here.
I had BT infinity 2 installed 2 weeks ago and have never received over 40MEG when i was promised between 59.9 and 79.9.
I rung up on Saturday and i was told a engineer would look at the line and call me back. After recieving no call back i rung today and was told that 40 was the expected speed of the line.... even tho when i purchased BT infinity 2 i was told and have in writing on my receipt that i would get speeds of 59-79.
I now look on the BT site and notice that if i put in my postcode on the website it now says i should get between 35-45.
When the engineers installed it they did seem like they where here for a while and maybe relalised they couldn't give the speeds that they originally promised me.
Im really not happy as i was still promised the higher speeds of 59-79, its more the upload that i wanted as i was promised 19-20 and am getting 7 currently.I have been told to ring back in 48 hours again if speed doesn't increase which i know it wont as it hasn't in the past 2 weeks.
Feeling a bit like i shouldn't have joined BT as i am not getting what i am paying for. Can any of the mods help with this issue?

HI
Thanks for thr reply. Find attached:
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
WBC ADSL 2+
Up to 8
6.5 to 14
Available
WBC ADSL 2+ Annex M
Up to 8
Up to 1
6.5 to 14
Available
ADSL Max
Up to 6
5 to 8
Available
WBC Fixed Rate
2
Available
Fixed Rate
2
Available
Other Offerings
Fibre Multicast
Available
I currently get a test error when i try the further diagnostics on the second link, ill try again shortly and post back results.

Seriously slow speed, not what was promised

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