Infinity checker accuracy??

I am due to get BT Infinity installed on Tuesday and the checker says 22.5Mbps download
5.6Mbps upload.

However I know I am 2.7Km from my green cabinet, in the country, so would assume I would not be able to get it at all.

Is the checker accurate or only a stab in the dark??

Some people say it's conservative and some say it's accurate.

For me it's totally wrong. Suggests 40.6Mbit but never got more than 27Mbit over the last 2 years. Know my attenuation to the cabinet is 25dB so it'll never go that fast.

If your line length is accurate, the checker might be right for you.

I can confirm that the Infinity speed checker is completely inaccurate..

Estimated speed from checker 22.5M.
Actual speed after engineer visit 0M, he couldn't even get the equipment to sync, even tried the 80M profile, still nothing at my house.

Back to ADSL, 2.7M, at least it only costs £6 a month..

How far would you estimate you are from the cabinet?

No sync at all suggests may a jumper issue at the cabinet. Did the engineer leave to go check the cabinet side of things?

I can follow my line exactly from the cabinet as it is all overground.
By car it is exactly 2.7km from the cabinet.

He did go back to the cabinet and checked again.

He tried to run a Line Quality Test afterwards but could't get that to work either.

*EDIT* Just got a text to say they are coming out again on the 9th May

Edited by onthenet (Tue 24-Apr-12 20:52:57)

The 22Meg is a bit optimistic if line length is 2700 metres. I'd be suggesting about 12 to 15 Meg

What the engineer should be able to do is connect to your telephone line at the old cabinet, and check whether the VDSL2 is visible at the old green cabinet, if yes then the wiring is correct, and most likely a long line issue.

If at the old cabinet they can get no signal, then it is a provisioning issue rather than line issue

Thanks for the info, Is there anything I can do now to get them to come back, they do appear to have made a new appointment for the 9th May but not sure what that means.

I am just over 2KM with some aluminum between me and the cab and I get 19 down and 1 up.

Checker originally stated 8 down and 0.5 up but over the months the checker has changed to 14.3 down and 1 up

Ask provider what the appointment on the 9th is going to be

Rang and they said the engineer has reported a fault on the network yesterday so they are coming out to try again on the 9th.

Enginer came.

Test meter couldn't get a sync
Connected the Fibre modem and got 0.7 down

He was going to leave it connected, said it may improve but I told him to remove it.

So sticking with 2.7 on ADSL2

Well I thought I was staying with O2.

BT say they completed the order even though they never got it working.
They have then cancelled my O2 service and I am now without broadband at all.

I was on the legacy O2 product which is not available anymore so I now have to apply to be reconnected to the more expensive traffic shaped service.

BT really are a complete waste of space, they seem to go to new heights of incompetence every time I have the misfortune of dealing with them.

In reply to a post by onthenet:

Well I thought I was staying with O2.

BT say they completed the order even though they never got it working.
They have then cancelled my O2 service and I am now without broadband at all.

I was on the legacy O2 product which is not available anymore so I now have to apply to be reconnected to the more expensive traffic shaped service.

BT really are a complete waste of space, they seem to go to new heights of incompetence every time I have the misfortune of dealing with them.

When you say that you thought you where staying with o2 ADSL if you haven't requested a MAC code and used it, then you should still have the active o2 dsl service on the line,
But if you have used the MAC code then yes you will of lost your legacy package ,There must be something that can be done to give you a usable speed they IMO Have screwed something up somewhere , who is your ISP bt retail?
If so get on to Ian Livingston's office they will find out what has happened ,they may even organise another engineer visit,
If it's due to quality of the line,and length then they should not of accepted the order in fairness ,because they should of known that fttc not work for you and for you to get less speed than what you where getting is an insult, in particular if they attempt to charge you for the service too,
& £6.00 per month is all i would want to be paying for a 2-3mbit connection too

On another note, if they are unable to resolve this for you, or say there's nothing more we can do, because doing more would cost them money ,
You could after getting out of any new contract , give AAISP a call and see what they suggest, although they do cost significantly more and don't offer any unlimited products,
If your budget permitted you could possibly take a fttc service via them, they unlike most other isp's will chase bt for you , in difficult cases like this one would appear to be turning into,
They will sometimes dispute openreach charges if they see them as unreasonable , where as most others will just roll over and pass said charges on to their customers

Edited by tommy45 (Sat 19-May-12 18:00:08)

Yes I did request a MAC code and used it but assumed that if the infinity connection was unsuccessful, as it was twice before, that the order would be cancelled and I would remain with my current provider.

But BT said that the order was complete and I was now on infinity, this then seemed to automatically cancel my O2 contract.

At one point during my two hour phone call they put me through to technical support to see if they could help me with slow speeds, this was when I was still connected to O2 and had no BT products in my house as the engineer had taken them away when the install failed..

How do I contact Ian Livingston's office,

Someone is to contact me on Monday to cancel the contract, they said there would be no charge for ending it early, even though they never actually supplied anything. You do have to laugh sometimes.

The checker says 22M and they continued to quote this even though I am 3KM from the cabinet. The engineer that fitted it last, didn't even know about the BT speedchecker, I had to load it up and show him. I asked him could he not run a test and get the result via text on his mobile as had happened before but he had no idea what I was talking about.

In reply to a post by onthenet:

How do I contact Ian Livingston's office,

[email protected]


http://www.ceoemail.com/

Edited by deleted (Sat 19-May-12 20:12:30)

By the point the engineer tries to get FTTC running on your line, then any existing ADSL service is dead, there is no mechanism to try another service and revert to your old ISP.

If the FTTC is now off the line in theory you can order whatever service using ADSL you like.

After the two previous installs I still had connection to my current provider after the engineer had reconnected me at the cabinet.

In fact even after this third failed install my connection was still working for 24hours and then yesterday was disconnected.

In reply to a post by onthenet:

After the two previous installs I still had connection to my current provider after the engineer had reconnected me at the cabinet.

In fact even after this third failed install my connection was still working for 24hours and then yesterday was disconnected.

Maybe it was cutoff due to o2 placing a cease order,and that cease being carried out by openreach, the previous other 2 times you may have just been lucky that you contacted o2 in time to stop it being disconnected /ceased ?
Ithink during the 3rd week of the 30 days is the point where they place a cease order with openreach for day 30

I just emailed Ian Livingston, got a reply saying that he was sorry to hear of my problem and he would report it to one of his team.
About and hour later I got a call from someone in the BT Retail Executive Level Technical Complaints section.
An engineer is calling out tomorrow morning to look for the fault on my line.

I take my comments about BT back and will await the Engineer to see what he can do.

Thanks for the advice.

Yeah I wouldn't give up on getting infinity all together

You should see around 12 - 18 meg I think! Still a fair bit better & means HD things will work nicely!

Well that was a complete waste of time, Engineer reports that my line will not support Infinity and the checker data is wrong.

They will not compensate me in any way for removing the broadband off my line and me now being out of pocket due to their incompetence and the fact that their checker data was completely wrong. I should never have been able to place an order in the first place.

In reply to a post by onthenet:

Well that was a complete waste of time, Engineer reports that my line will not support Infinity and the checker data is wrong.

They will not compensate me in any way for removing the broadband off my line and me now being out of pocket due to their incompetence and the fact that their checker data was completely wrong. I should never have been able to place an order in the first place.

But presumably they have or will waive the remaining cointract period as they are unable to supply you the service that you signed up for, they should also give you a MAC code, then you can use this to sign up with another isp,

Personally i would be looking at one of the resellers that supply the BE/O2 wholesale products, mostly are 1mth min contract and will give you the same unthrottled /shaped service you had with o2 retail, you could well see an improovement on the speed too , as you will be able to lower the snr and have fastpath if you wanted to

Always had fastpath and low SNRM on O2 retail.

I managed to get a deal on O2 All rounder with £40 cashback and half price for twelve months.

Works out at £2.92/month for twelve months so not all bad.

I also have a Thomson 585v6 which I was using on O2 up to last week.
It allows me to tweak the SNR with the DMT tool.

Whoa that was quick...

It took BT 4 weeks, 4 engineers, three days off work,an email to the CEO and countless hours on the phone, to find out that I couldn't get Infinity on my line.

O2 have connected me already, 8 hours after ordering..

Edited by onthenet (Tue 22-May-12 10:19:49)