Not happy with BT infinity

mariabarton

Hi hoping someone can advise. I used to have normal unlimited BT broadband then I changed to BT infinity. Since I been on BT infinity my speed has decrease to 2mb/second and my internet cuts out every 5 minutes. They insisted that my hub had to be downstairs beside master socket and that my computer upstairs had to be and is wireless. I have been on the phone complaining almost every day and Im getting nowhere. Basically I want to return to normal broadband that worked perfectly fot me. Ive been passed from customer service to order management to techinal hep and back again. on one occasion I was on the phone for 3 hours. There attitude has been disgraceful. The have said that while they recognise, and have verified that infinity is not suitable fotr me I have 2 options which are either stay with infinity that is clearly not suitable for me (and they have verified that) or change back to normal broadband and pay £150 for swithching contracts. what do I do now?

bris

Your pc upstairs doesn't have to be wireless, have you tried it with a wired connection?

mariabarton

No but that would mean running a cable up the stairs and into my office. And buying the cable which I cant afford. They have the white box conected to an open souce conection at front door which is in the master socket. Previos to this I just had the hub connected to a phone socket up in office and was happy with that

bris

The wireless connection may very well be the problem, wireless is never reliable and takes walls etc into consideration when dealing with issues.

Take the pc downstairs and connect it for trial purposes with a shorter lead that would have came with the router, you need to rule out issues first before you decide it's faulty.

Long cat 5 cable is cheap.

TonyMMM

As already said - you need to establish if the fault is with the Infinity connection or your wireless speed.

You could also use powerline adapters to avoid the long cable (but will cost more).

When I had Infinity installed , the engineer moved the master socket from the hallway to my upstairs office (at my request - for no extra charge).

mariabarton

thanks. BT told me that Infinity is not reaching satisfactory speeds within my area as a whole (and it was far from reaching customer expectations). They said that while my wireless speed may be contributing to the speed ,overall theywould recommend that I would better reverting to normal broadband. Also the technican that came out to uinstall infinity would not move the master socket upstairs (even thoug it was agreed prior to that). He argued that I could not get a phone downstairs

agrinnall

I would say that if BT have now determined that Infinity is not suitable for you then they should put you back on your previous contract at no cost. I can't really understand why they wouldn't do that, but as BT customer services are a law unto themselves it's what I might expect. I found getting my MSP involved helped to resolve one problem, although I've now given up on them completely and I'm switching to Plusnet (I know they're still BT, but at least their CS are in the UK and will hopefully have a better understanding of issues than BT's overseas call centres often did).

CrazyClum

If you are really upset and getting nowhere e-mail the CEO, Ian Livingstone.

I did so after being pushed around for months and sent a polite e-mail complaint saying I was giving them this last chance before going to the Ombudsman.

He replied personally within a few hours apologising and passed on to a customer manager who resolved within hours!


Good luck!

fluffnutter

They tried to persuade me to swap to Infinity. I agreed then cancelled the next day after spending some time thinking about it. Thank God I did. I've heard some right nightmare stories.

WTFH

mariabarton wrote: »

Also the technican that came out to uinstall infinity would not move the master socket upstairs (even thoug it was agreed prior to that). He argued that I could not get a phone downstairs

The master socket could be put upstairs by re-routing the cable that comes into the house. It wouldn't be connected on to the existing extension cable that you have upstairs. That's not exactly a 5 minute job, but it is possible. If the master socket was put in upstairs, then you (not the engineer) would need to rewire any other sockets currently in the house to run from it, rather than from where they currently run. If there is not currently a socket downstairs (apart from the current master), then you'd need to buy a new socket and install it yourself.

...alternatively, as someone else suggested, you could have cabled up your computer upstairs. 20 metres of Cat5 can be bought for < £15. The cost of an Openreach engineer to move the master is close to ten times that.

InsideInsurance

mariabarton wrote: »

thanks. BT told me that Infinity is not reaching satisfactory speeds within my area as a whole (and it was far from reaching customer expectations). They said that while my wireless speed may be contributing to the speed ,overall theywould recommend that I would better reverting to normal broadband. Also the technican that came out to uinstall infinity would not move the master socket upstairs (even thoug it was agreed prior to that). He argued that I could not get a phone downstairs

What did they mean by not satisfactory speeds though?

My fibre is supposed to be up to 76Mb/s in the area but the OpenReach guy said likewise that it wasnt satisfactory and so I "only" get about 32Mb/s but given that means downloads are about 4 MB/s that is more than fast enough for me.

As others have said, need to workout if its the internet connection or you wireless connection thats the problem. Can you just for testing sake move the computer next to the router to test a wired connection and that then allows you to see which is the cause