Help please with what to do next

I live 800 meters from the cab so 11 months ago I could only order bt option 3 with fibre as I was told I could only get 8 meg down, to cut along story short once 17a came in I was getting 38meg down and 2 meg up.
I checked the the checker a few weeks ago and it said I could get infinity so ordered it as the extra upload would be great my modem shows I can get 7 meg up.

Anyway I got the activation date and was told i was upgraded but the upload stayed at 2meg, I rang loads of times to moan and was told I need to wait then another person told me to reboot the router, somebody else told me to leave it off for a few hours then turn it back on again and I stil get 2 meg up.

Eventually they said they would send an engineer out he came and said I'm still on the 2 meg up circuit and not the 10 meg and there's nothing he can do, but he did confirm my lines capable of 7 meg up.

I rang back but bt have now closed the case and said I should be happy with the 2 meg as they have done extensive testing my lines only capable of 1meg up and 15 down. I'm stumped at what to do next I only had a few months left on option 3 with fibre and now I'm locked into a new contract with the same upload.

I feel so frustrated but I can't get through to somebody that can help, any suggestions would be really helpfull.

Register on the BT community forums and contact the mods http://community.bt.com/t5/BT-Infinity/bd-p/BTInfinity

I've done that and got in touch with a really helpfull guy but he can't help anymore either, he basically said the same they are telling him my lines not capable of more than 1 up and 15 down after there extensive testing lol. even though I get 37ish down and 2 meg up. It seems to me that because computer says NO I'm stuffed. It's just so frustrating as my snr on the upload is at 17 so theres loads of room for more.

Email the CEO to complain.

After that, migrate.

Time to formally complain, here: https://bt.custhelp.com/app/contact_email/c/5642,5676

After that, migrate.

There was a discussion of this not long ago. Not sure if it was the same poster, but probably not.

I got the impression it was Openreach or Wholesale that wouldn't play. If so, migration wouldn't help.

Edited by RobertoS (Tue 17-Apr-12 22:52:47)

I meant to BT Business Infinity

So would they sort it out?

I believe they have UK staff, so would be better placed to sort it out than anyone else.

They would also need clout, if what I remember is correct. I'm surprised you haven't found the thread .

Can anyone find that thread I've been looking but can't find it, I've had another email today saying that the engineer is wrong and my line can't handle anymore on the upload side.

Edited by deleted (Wed 18-Apr-12 19:42:53)

Definitely time for a formal complaint, as linked by XRaySpeX, or an email to BT Group CEO, [email protected] . The latter gets picked up by the Complaints people in his office and often haas the desired result.

It is rather bizarre that they equip engineers with expensive kit, and in most cases a fair bit of training, and somebody sitting looking at their a screen can tell you he is wrong.

I wonder how the computer knows what is right?

(Edit - typo)

Edited by RobertoS (Wed 18-Apr-12 22:22:35)

I've sent an email to Ian Livingston so I will see what happens now, thanks for all your help.

Thanks for all the help, but after going down that route I'm still getting the engineer is wrong. I will just ride the contract out and then leave BT, can someone just look at the stats out of my modem and tell me I can get more upload and I'm not going mad please.

Attainable rate (kbit/s) 40696 7911
SNR margin (dB) 5.8 23.7
Line attenuation (dB) 0 0
Output power (dBmV) 12.8 -2.3

Statistics Help
Path 0 Path 1
Downstream Upstream Downstream Upstream
Line rate (kbit/s) 35411 1999 0 0
CRC errors 1359 0 0 0
FEC errors 42 0 0 0
HEC errors 270 0 0 0

Yes, the SNRM of 23.7dB is plenty for close to 8Megs up.

What did you put in the email? Maybe we can suggest a suitable response that might get some sense from them. I can think of a couple of obvious points to make, but I'd rather see your email and the full reply first.

This was my last email.

When my line went on option 3 with fibre last year, I was told I could only get 8meg down and 1 meg up, when the engineer came to fit the modem he did a line test and told me line was capable of 35 meg down and 7 meg up.

 Bt option 3 had no limit on the download but did have a 2 meg cap on the upload, fast forward nine months later and the checker had changed, and that's why I ordered Infinity, I new the download wouldn't change but I was hoping for the extra upload.

When I was told I had been activated onto infinity, my equipment never even lost sync once for the change over, so that's why ***** requested another engineer so when he came out he also confirmed my line is capable of 7 meg up.

 That's two engineers within a space of nine months of each other, so surely both can't be wrong?. The only way we are going to solve this is by sending another engineer out with ***** direct number so he can ring him when he's got his equipment plugged into the master socket. if I'm wrong I will pay the call out fee as I'm 100% sure I'm right, as I saw his equipment with my own eyes.

 If this is not feasible then I will admit defeat and pay till my contract ends and move on, thanks for the your help.

regards

And this is the last reply, this is from somebody high up in the ranks.

Hi Lee,
 
I've spoken to ***** and he has advised that he has done all he can for you. I've also spoken to the engineers manager who visited your property as I really wanted to make sure we've done everything we can for you.
 
Unfortunately the speed you have is correct and we can't at this time improve that. The engineer was wrong to give you incorrect information and I'm really sorry for any confusion that has caused.
 
We can not do anything further for you in relation to your broadband speeds.
 
Is there anything else I can help with at all? I'll be in touch 24 April if I don't hear anything back from you just to make sure.
 
Best wishes,

It's not difficult for BT to do, as we've had this problem with some of our customers and we can simply place a modify order overnight to get them on the 10Mb upstream.

If all else fails give us a shout and we can provide you with what you require

I just need to find out how us normal people, can get through to somebody that knows how to do that now. I think I have less chance than one in a million with the luck I've been having so far.