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Standard User niknar
(newbie) Sun 22-May-11 11:55:11
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BT Infinity Lies


[link to this post]
 
Anyone know how to bypass the Indian call centre of BT Broadband so-called support
They just make me really angry now.

I was told before signing up
"Infinity will never slow down"
"The speed we estimate for your line is the speed you will get"

Since having Infinity Installed 04/04/2011, my speeds during the day are good at 35mb,
but slows down every night, sometimes as low as 4mb.
I reported this to BB support,explaining clearly that the connection is fine during the day,
but seems to be suffering from congestion slowdowns in the evenings.

I've been on the phone constantly since opening another fault report on 7th May.

The first few days consisted of BB Support calling me back in the mornings (when the speed is fine),
telling me they changed something and it should be ok now,
followed by me phoning at night when the speed dropped again.
This was escalated a couple of times to the "engineering dept.", still no change.
I soon realised that if I said my speed was fine at the time they asked, nothing was being done.

11th May.
An engineer was booked for my home for the 12th 8am-1pm.
I tell them this was probably a waste of time as the problem only appears at night,
and the line is fine during the day.

12th May.
Engineer calls about noon,very friendly,I explain the problem and we have a nice chat,
line check was good 40/10, no surprise there then.
BB Support phoned me as soon as the engineer had booked off the job,
basically telling me the fault had been fixed as an engineer had been out and found no fault.
I argued that they couldn't say that as the slowdowns only happen at night.
I point out to them I've been using speedtester.bt and ask them to look at the results,
they totally ignored this.

Back on phone that night. The vicious circle starts again, another couple of days of callbacks telling me they changed something, and me calling them at night.

15th May.
Escalated again,I'm told a higher level engineer would visit the exchange and then my home.

16th May.
The same friendly openreach engineer turns up at 9am, I just smile and tell him he knows where it is.
No faults on the line and he explains he has nothing to do with the exchange.
Callback from BB Support around 3pm asking if my speed was fine now.
I had just finished another speedtest (7.3mb) so, no it wasn't.
Another engineer appointment made for 17th

17th May.
No engineer. 2 callbacks, go over the same old story. Engineer booked for 18th.

18th May
No engineer. callback that night,by now I know the script by heart. Engineer booked for 19th.

19th May.
No engineer. Another booking for 20th.

20th May.
Engineer calls, we have a chat, I explain the problem, engineer leaves.
Callback in the afternoon,was told the engineer had contacted BT Wholesale, but no further info was given.
I ask if someone had looked at the speedtest results or could monitoring equipment be fitted as this is happening during peak times,this is totally ignored.
They asked how my speed was, I ask them to call tomorrow after I log the usual slowdowns with speedtester.

Still no callback, seems we start this all over again.
Standard User RobertoS
(sensei) Sun 22-May-11 12:13:33
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Re: BT Infinity Lies


[re: niknar] [link to this post]
 
If you are getting slow speed showing on the BT speed tester, then start copy/pasting them here, as far as the end of the upstream speed result. We don't need the verbiage below that.

A few of those may get a BT rep on here jumping in as they won't want that sort of thing happening.

Just a thought though. If you are using it wirelessly, make sure you check it isn't that which is getting screwed in the evenings. Only wired tests are really valid.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
Standard User burakkucat
(member) Sun 22-May-11 12:59:52
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Re: BT Infinity Lies


[re: niknar] [link to this post]
 
Anyone know how to bypass the Indian call centre of BT Broadband so-called support
They just make me really angry now.

Yes. Send a polite e-mail to the "Big Chief"'s office with a summary of your problem. You will receive an acknowledgement within 24 hours and your issue will then be monitored from a very high level until such time as it is resolved. Before doing this, however, ensure that you have documented (and ticked off all the boxes) of the standard support "service" and whatever you do, do not exaggerate / "enhance" things no matter how annoying or frustrating it is to you.

-----------------------------------------------------

100% Linux and, previously, Unix.


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Standard User niknar
(newbie) Sun 22-May-11 13:47:01
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Re: BT Infinity Lies


[re: RobertoS] [link to this post]
 
I always run the tests wired as the modem and hub are on my desk.
Nothing else is connected during the tests.
Although first time posting I've been using thinkbroadband for a few years.
Not sure about formats on here so I'll try this.

[IMG]http://i190.photobucket.com/albums/z102/ninjazxr/tem...[/IMG]
[IMG]http://i190.photobucket.com/albums/z102/ninjazxr/tem...[/IMG]
[IMG]http://i190.photobucket.com/albums/z102/ninjazxr/tem...[/IMG]

[IMG]http://i190.photobucket.com/albums/z102/ninjazxr/tem...[/IMG]
Standard User MHC
(legend) Sun 22-May-11 14:11:13
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Re: BT Infinity Lies


[re: niknar] [link to this post]
 
Redo the last scatter plot with just TIME and speed - that plot does not show enough detail.


Also, if you can, do a BT speedtest every 60 minutes (or just over) for two days and put those of a Time vv. Speed scatter plot.





~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~


M H C


taurus excreta cerebrum vincit
Standard User tommy45
(fountain of knowledge) Sun 22-May-11 15:51:50
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Re: BT Infinity Lies


[re: niknar] [link to this post]
 
Seems typical for bt & it's overseas call centre with people that hardly understand you, it's bad enough ringing bt about your phone /billing issues,why did they send out engineers??? they are clueless it would seem, and some in bt will know what the issue is, pointless having a fast connection if bt cannot support that speed 24/7

Standard User RobertoS
(sensei) Sun 22-May-11 16:42:53
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Re: BT Infinity Lies


[re: MHC] [link to this post]
 
In reply to a post by MHC:
Redo the last scatter plot with just TIME and speed - that plot does not show enough detail.
It's just a bog-standard thinkbroadband graph of tbb speed test results. I don't think it can be tailored. I suppose he could build such a graph himself from the raw results, or just post them, but there are rather a lot.

What is noticeable is the 5Mbps or lower upstream there, compared to the BT results. Lots of questions raised by the downstream scatter.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
Standard User RobertoS
(sensei) Sun 22-May-11 16:45:25
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Re: BT Infinity Lies


[re: niknar] [link to this post]
 
Do you do P2P in the evenings? BT certainly don't like that.

But the speed tests look to me like simple congestion or overall traffic management, which surprises me as I reckon these days the speed test is arranged to bypass those influences.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
Standard User niknar
(newbie) Sun 22-May-11 18:41:57
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Re: BT Infinity Lies


[re: RobertoS] [link to this post]
 
I never use p2p, there is nothing using my connection when speedtests are done.
Don't know about scatter plots thats just from this site.
My upload speed never changes, always around 8000,
don't know why it always shows low when tested here on thinkbroadband.

Just in case anyone needs more results 18:40 and slowing down
http://www.speedtest.net/results.php?sh=8dafd1fe7cc1...

Edited by niknar (Sun 22-May-11 19:12:26)

Standard User RobertoS
(sensei) Sun 22-May-11 19:20:30
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Re: BT Infinity Lies


[re: niknar] [link to this post]
 
In reply to a post by niknar:
I never use p2p, there is nothing using my connection when speedtests are done.
Don't know about scatter plots thats just from this site.
My upload speed never changes, always around 8000,
don't know why it always shows low when tested here on thinkbroadband.

Just in case anyone needs more results 18:40 and slowing down
http://www.speedtest.net/results.php?sh=8dafd1fe7cc1...
Your upload does slow down, as per the second BT test in this post.

Thinkbroadband tests do seem to be suspect for some people, nobody has yet found an explanation. They have always been fine for me.

Only other thought is to wonder where you are, and whether Zen use WBC or WBMC, as that can make a difference.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
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