Infinite issues with BT infinity!!

fapa247 · 6 July 2012 at 5:37PM

Apologies in advance if this sounds like a rant, but I'm writing on here to see if anyone else has been through what I have with BT, and asking for advice on how to solve the issue i have with them regarding BT Infinity.

I'm a new customer with BT - I have been with them for less than a month. I signed up to their telephone line and BT infinity, after an online check on their website informed me that I would be getting 31.7Mb d/l speed at a ridiculous cost of over £35 a month.

On 15th June, an engineer came to my property to install BT Infinity. I discussed where to locate the modem (as once installed, it's permanent) He told me that as I'll be connecting my computer by WiFi, it doesn't matter where the box is kept, and that the speed will not be that different to a computer that was plugged directly into the box.

Once installed, the engineer ran a speed test. It came to 15 Mb. He reassured me that if I 'gave it 5 days, the speed would increase' however, it's now nearly a month and the speed is always between 15 Mb to 19 Mb peak AND off peak.

I called up BT today to speak to an advisor to check the internet speed. He ran 2 tests and both came up as 18Mb and 19Mb. As I called at 5pm - I was told that he was testing the speed at peak times. Therefore - the test doesn't count. I told him I could call again at 2am but BT would not be open but my internet speed would still be 15Mb - 19Mb!!! I was left angry and wanted to cancel - to be told that I would have to pay a cancellation fee.

My complaint here is HOW IS THAT POSSIBLE??? If I pay to receive 31.7Mb (give or take a few Mb) and am not receiving that speed, surely they should either offer to fix/increase it or offer me a discount/free cancellation!! I'm paying 5 times more to make my internet 'INFINITY' but actually, my internet speed is no faster than what Plus Net was offering me for £4 a month!!!!

Does anyone have any advise. I'm furious as I'm locked into a 18 month contract and don't think this is fair at all

:(:(:(:(:( I've written a complaint letter to them - but was wondering if there's something I can do/say to cancel the internet as I'm not getting what I've paid for and I'm a new customer. it's been less than 28 days.. surely I should be entitled for a refund right?!

macman · 6 July 2012 at 7:43PM

How can you have been getting 15-19MBps from Plusnet on a standard ADSL service?

jb66 · 6 July 2012 at 7:49PM

What's the test like wired?

Buzby · 6 July 2012 at 9:10PM

The key words are 'Up to'. The figure provided is a maximum that as an ADSL customer, you will reach very rarely - it depends on use based on those sharing your 'pipe'.