BT Infinity Broadband not giving the speeds wirelessly

Sangunius

Hi All,

This may be a common problem, however i have tried all my tech know how in trying to maximize my speed wirelessly with BT Infinity which i had installed December 2012.

The basic speed wirelessly use to be between 3-6 MB on BT Broadband. On having Infinity installed there has been no increase what so ever (in fact i would say a decrease of 2MB). The only time you see any benefit is if i ethernet my laptop up and then the test shows upto at least 35 MB.

I got Infinity as i use my Xbox to stream tv and films via different services. However the same slow speed is apparent with the xbox (you can use internet explorer on xbox and run same speedtest).

On callin BT and going through the usual tests and changing settings, they could not improve the service. I then used the BT community and was given some great advice and continued to use various options in maximizing the speed wirelessly. Great knowledge to have for the future, however this did not work.

Just to make this clear the router is in the same room as the laptop and xbox less than 6ft away. I have even tried a home plug system i borrowed to see if it had any effect (NO!).

So basically i'm not getting the service i require or expected from this wonderous new technology i'm paying through the nose for.

Am i able to cancel my contract with BT on this basis? I stayed for a further 12 month contract from December 2012 and this was for BT Infinity, so basically i want to take my business elsewhere and probably continue getting the same speeds i had before which generally suited me and probably a dam site cheaper!

I want to be fore armed before going into battle with BT, as i know i will be bleeding blood from my eyes with this conversation. It almost killed me the 2 consecutive days i remained on the phone with them for an hour or more to resolve this and they didnt have a clue in the end and have made no attempt to resolve it since, i think they just went Oh well never mind and have left it at that.

Thanks in advance.

Toxteth_OGrady

I assume you have fibre (35 Mbps down wired). If you use the BT Wholesale diagnostic speedtester it will ask you to connect wired to determine if there is a fault on your line. With 35 Mbps you will get No Fault Found.

there are things you can do however to improve the speed between your router and devices you use. I assume you don't move the Xbox around so why not connect it with an ethernet patch cable?

Can you borrow a different router to see if that makes any difference to wifi?

Install Inssider on your laptop and check what wifi channels are in use in your locality. Change router to a clear channel.

Sangunius

Thanks for the info,

I have tried all these.

My question is really whether i have a right to cancel my contract because the service i was advised on is not being meet, despite me going beyond all measures to resolve with BT and using all the different ways of obtaining said speeds without a ethernet. If BT's hub doesnt allow for this then there miss selling there product in my opinion.

Cheers

Toxteth_OGrady

Unlikely because BT has no control over the wifi devices you use to connect to the router and the environment in which you use them.

You don't appear to have eliminated that it is the router that is at fault. What wifi protocol does your laptop have? Is it b, g or n?

Does the wireless download speed vary with distance from the router?

As you've already said, you get more than acceptable speeds wired.

Certainly a google of "bt hh3 slow wireless" shows that you appear to share the problem with many others.

What happened when you tried a different router?

Sangunius

Hi

Yes i know for sure my laptop wont do any better and its old, so its not going to either. However i have the latest xbox and as such this shouldnt be the case.

Plus the new BT Infinity appears to have actually reduced to 2-3 MB wirelessly from my standard BT Broadband, which was at 3-6MB wirelessly.

I have literally tried all the ways i can to do this.

As far as i'm concerned if BT offer a wireless router which they advertise with BT Infinity and have said i will have a major increase in my speed yet this seems only possible by a wired state. Then BT have given a misconception to myself and many others. For my money i want the service i expected and i wasnt expecting sunshine and rainbows all the way, but i was expecting a wireless capable service for speed.

No offence to any one, but i have had many people say just get everything wired up. This is not ideal for everyone and for my £40 a month, i expect a broadband service that far out stretches other companies.

I believe they really are falsely advertising and explaining the BT Infinity service.

Next stop BT and a barage of emails i suppose in order to resolve this.

Sangunius

Hi All,

I have had BT Infinity installed in December 2012 and since i have had the service the wireless speed is useless and unworthy of the £40.00 price tag.

I have had another post , but believe i incorrectly titled this up as a query in resolving the speed issue.

My query is in regards to my rights in cancelling the 12 month contract with BT, which i am now into my 2nd - 3rd month of.

I have contacted BT twice in trying the fix the issue and also used the BT community and BT customer service/tech support were unable to help and as such have left me in limbo. I want to have all options laid out before i start my final conversation with BT.

I believe i have been falsely advised and that BT's advertising of this product are false. The hub provided with the package i believe should provide the wireless capability for BT Infinity speeds, if it does not then this is grossly misleading.

I also do not wish comments on how to check speeds or other tech hints on routers etc. I have worked tirelessly on this myself and i am fairly compotent with computers etc.

I just wanted some info on my rights in cancelling a contract for a product/service that is not meeting my requirements/expectations as i believed they would from the sales/advertising pitch given.

Thanks in advance

banger9365

Sangunius wrote: »

I also do not wish comments on how to check speeds or other tech hints on routers etc. I have worked tirelessly on this myself and i am fairly competent with computers etc.

really,then you should know wifi is not what it says on the tin and not many router's if any can give you full speed on your broadband speed unless it slow to start with ,too many variables to account for.

its not the hub at fault is your expectations at fault for a competent person with computers,you should never expect full speed from wifi

Toxteth_OGrady

Sangunius wrote: »

I just wanted some info on my rights in cancelling a contract for a product/service that is not meeting my requirements/expectations as i believed they would from the sales/advertising pitch given.

BT is not under any contractual obligation to meet your requirements/expectations.

You have contracted them to provide you with a service and equipment in accordance with their terms and conditions. Can you point to anywhere in the T&Cs where they are failing to fulfill their contractual obligation to you? That would be the basis of your complaint and/or grounds for remedy.

You will need to complain formally to BT through their customer complaints process (link).

Once you have reached the end of that avenue without resolution, you need to ask for a deadlock letter. You can then take it to Ofcom's Alternative Dispute Resolution (ADR) scheme (link).

You could also raise the matter with the Advertising Standards Authority if you believe the product was falsely represented.

A couple of technical points:

The HH3 is capable of 75Mbps on 802.11n

The BT Wholesale Service Level Agreement Fault Tolerance Reporting Threshold for Profile 17a FTTC with CPs is a minimum sync rate 15Mbps wired. There is no SLA for wifi and this is reflected in BT Retail's T&Cs.

IMHO you have no commercial grounds for complaint but there is a lot more than you think that can be done technically.

Browntoa

I get 79 meg at the hub via ethernet on infinity but only in the region of 12 meg via wifi or less depending how strong the signal is

lee111s

BT, nor any other ISP for that matter will guarantee a wireless speed as there are too many environmental factors that can affect the service.

Distance from the hub, materials used to build the house (thick stone walls for example will hugely reduce signal strength) along with other wireless devices/neighbouring wireless routers that all can play a part in disrupting the signal.

Wireless is great for browsing but not so good for streaming media.

What sort of speeds are you getting wirelessly and what are you trying to do? A lot of people complain that they're "only" getting 20meg wirelessly. That's more than enough speed for 99% of internet applications. Getting 75meg isn't going to make your web browsing any quicker, and as long as a video is loading at least at the speed which it plays then the speed will have no affect on your ability to watch said video.

lee111s

Wireless is not the responsbility of the ISP.