poor BT infinity 1 speeds.

johnbhoy10

Hey guys,

Bit of a long shot but i'm wondering if someone can help/advise on my current situation with BT.

Moved to these jokers on 15th September and took Infinity with TV package. Moved from Sky Fibre which i had for approx 15 months and got a steady and reliable speed of between 20/21Mbps.

First two weeks were a bit garbage and kept losing connection regularly. I knew it wasn't a wireless issue as youview box wasn't getting internet channels either and this is connected via ethernet. I also tried laptop both wired and wireless and a couple of other devices (ipod and other laptop) with no joy. Anyway, first engineer arrived and went and couldn't find anything wrong. I suggested a duff hub and he actually went and got another one. Since then reliability has improved but speeds are pretty shocking in my opinion.

Now when i placed order speed estimate was given as 25.5Mbps. I also have other paperwork with a window of 18-26Mbps as acceptable speeds for my line. After first engineer visit i ran regular speed tests using their own site and speedtest.net and couldn't get it above 17Mpbs. I then ran further diagnostics and saw line had IP profile of under 17. I phoned them again and profile miraculously jumped up to near 21.

Anyway second engineer arrived last Monday as apparently they are only ones that can change profile. Engineer told me this was garbage! Again he found nothing wrong with my line and wished me luck dealing with them and was shocked when i told him about my estimated speeds. He also told me 'off the record' that if you can achieve half of what they tell you initially then BT call that acceptable. :eek: He couldn't answer me why i regularly got 20/21 Mbps with sky. I text them again last night to tell them i had a weeks worth of speed tests approaching single figures and a couple last night in single figures of which one was through ethernet.

They phoned me this morning and guy at tech helpdesk lost the plot a bit and said if Sky are that good why don't you go back to them and promptly cut me off! I find the more reasonable you are with them the angrier they get. Anyway he must have panicked and phoned me straight away and arranged for a 'highly skilled' engineer to come this Monday for third week in a row. I've phoned cancellations a couple of times and they've informed me that i'd be quite within my rights to cancel free of charge however i'm waiting on £250 quidco and a £150 sainburys voucher. I'm tempted to chuck it after that but not before because at the moment i'm out of pocket because of delivery and activation fees.

Any ideas guys?? Why can Sky give me 20/21 and this lot struggle to give me half that sometimes??

JJ_Egan

What speeds direct from the master socket ??

johnbhoy10

Thanks for reply.

Yeah hub goes straight into main socket. Just looking at hub stats at the moment and it appears to be getting 21.5 (i'm looking at data rate)

2 engineers have also commented i have the simplest/ most ideal set up possible i.e. straight off main socket and no other wiring issues.

S0litaire

Have you ran through the BT speed test site yet :

http://speedtest.btwholesale.com/

That gives you a good idea of what your Actual speeds should be.

Run through the initial test then click on "Further Diagnostics"

Stick in your Phone number only the the top section.
Click "Run Diagnostic tests" and click OK to the warning box.

The resulting page will show you what Speed BT thinks you should be getting when distance is taken into account and what speed you actually get.

If their is a major difference it will flag it and it's time to get on to the Openreach guys who can do a lot more to get your problem fixed.

If you get one of the 2nd level guys from Openreach (the ones that deal with big broadband issues) they can call up the ISP direct and get them to set a specific profile for your line.

I had a problem with my Fibre. Should be getting 61Mbps but was lucky to get 18Mbps. Openreach guy got on to the ISP and got them to set my profile for 61Mbps in-case it was a technical glitch, bit it made no difference so that meant it was a physical problem.

The guy ended up spending the entire afternoon replacing the wire from my socket, to a comunal junction box then to the phone pole, then from the pole to the local junction box. THEN he noticed that a whole strip of connections in the junction Box were faulty and had to reaplce that as well!

After all that I'm now sitting at 60Mbps ^__^

johnbhoy10

Thanks for that Solitaire.

A lot of that makes sense. The tests i have run are using BT's test and every time i get a low speed i run further diagnostics. This actually shows a red line as opposed to a green one and tells you to contact ISP if you get a low speed result. I've read somewhere but don''t know if it's true if you run further diagnostic then BT get a copy of the result. I also use speedtest.net as a secondary.

From what you say maybe this 3rd engineer might have some more clout and knowledge and find something. I'm at a loss to be honest!!

When i showed the 2nd engineer a copy of a test result on Monday he agreed it was poor and said line was ok as far as he was concerned and i would have to take it up with them which i did. Thankfully, like i stated, i'm on level 2 for technical support now so i don't have to hang about for half an hour phoning them. I just send a text.

head-banger

even tho sky and bt come down your phone line when you changed over some of the line you had with sky will have changed depending what the engineer had to do when you changed over. this is because they set your new line up on a different pair coming out of the exchange and so when the engineer came to change you over this will have been done in the cabinet. so even tho you thinks its the same line its actually not.

if you contact them again ask for an SFI engineer, they are broadband specific.

you say you are connected into the main point but have you tried a different micro filter? (you should have got 2 in your welcome kit), try that as it has been known to cause a problem if you have a dodgy one.

it also could be an equipment problem of your isp's in the exchange, an SFI engineer can work with your isp on this where non SFI cannot as they do not have the equipment to do it on their vans.

hope that helps