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Standard User bluehero123
(newbie) Tue 24-Oct-17 10:46:20
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Not getting anywhere close to guaranteed speed


[link to this post]
 
Hi All

I posted on the BT Forums without getting much response and someone suggested I posted here.

We ordered BT Infinity 3 weeks ago and where promised a minimum speed of 33mbps, we are currently getting 1.3Mbps, prior to this we got to 2.4Mpbs

The cabinet we are connected to (Seaforde CAB 5) was built 2.5 years ago but was never activated due to unforeseen issues. Three weeks I received an email saying our exchange had been upgraded and the Openreach website said we could now order Fibre. The website was now showing us being fed from CAB 9 which is around 3 miles away (too far, I know)

Since the activation last Friday our phoneline is crashing and broadband is not working and when it is, it's barely usable

Quite obvious that someone has made an error somewhere along the line but after 4 engineer appointments and umpteen phonecalls to BT no one seems in any hurry to fix the issue.

Anyone have any advice or have any idea what the issue is with Cabinet 5 on the Seaforde exchange in Northern Ireland ?
Administrator MrSaffron
(staff) Tue 24-Oct-17 11:17:18
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Re: Not getting anywhere close to guaranteed speed


[re: bluehero123] [link to this post]
 
First port of call...

If you unplug all broadband kit, filters, modem from the phone line is the telephone working properly? If it does not work at all, suggests what is known as a 'one leg disconnect' where one of the pair of wires is not connected, if it is intermittently working then suggests maybe one or both wires are loose.

In terms of location, where is the actual cabinet that you think you are served by in terms of distance?

The fault with the phone needs clearing and likely doing that will clear the broadband issue, showing the phoneline issue with no broadband kit attached may make it clearer to support and engineers attending what is wrong.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User BatBoy
(sensei) Tue 24-Oct-17 11:23:40
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Re: Not getting anywhere close to guaranteed speed


[re: bluehero123] [link to this post]
 
Put your phone number in the dslchecker at www.dslchecker.bt.com and this will show you your estimated speeds and which cabinet you are connected to.


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Standard User bluehero123
(newbie) Tue 24-Oct-17 11:29:08
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Re: Not getting anywhere close to guaranteed speed


[re: BatBoy] [link to this post]
 
DSL checker is wrong apparently
Standard User BatBoy
(sensei) Tue 24-Oct-17 11:35:10
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Re: Not getting anywhere close to guaranteed speed


[re: bluehero123] [link to this post]
 
In what way? Who says it's wrong?

What speeds does it estimate for you? Which cabinet does it say?
Standard User bluehero123
(newbie) Tue 24-Oct-17 11:35:14
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Re: Not getting anywhere close to guaranteed speed


[re: MrSaffron] [link to this post]
 
These faults started happening immediately after the infinity activation. It's not a coincidence Engineer was out on Saturday morning and checked everything and there was no issues

Per the engineer the cabinet my phone goes to is 300m away and not the one the DSL checker and openreach website which is 3 miles away

Cabinet it says I am connected to it newly activated and my guess is someone has included my address on the database which is incorrect
Standard User bluehero123
(newbie) Tue 24-Oct-17 11:38:35
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Re: Not getting anywhere close to guaranteed speed


[re: BatBoy] [link to this post]
 
It says Cabinet 9, with speeds between 35Mbps to 49Mbps

My phone line physically goes into Cabinet 5 and this cabinet is not active

Cabinet 9 is too far away to get anywhere close to those speeds

DSL Checker is wrong!!!

Edited by bluehero123 (Tue 24-Oct-17 11:40:43)

Standard User BatBoy
(sensei) Tue 24-Oct-17 11:47:50
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Re: Not getting anywhere close to guaranteed speed


[re: bluehero123] [link to this post]
 
In reply to a post by bluehero123:
DSL Checker is wrong!!!
So you keep saying. Who says it's wrong?
Standard User bluehero123
(newbie) Tue 24-Oct-17 11:56:35
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Re: Not getting anywhere close to guaranteed speed


[re: BatBoy] [link to this post]
 
Can I post images?

Engineer said it was wrong and what he was saying made sense
Standard User ian72
(eat-sleep-adslguide) Tue 24-Oct-17 11:59:21
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Re: Not getting anywhere close to guaranteed speed


[re: bluehero123] [link to this post]
 
Can you confirm if you have infinity or not? If you do then whatever cabinet you are connected to must be enabled.
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