Well... we never post when things go well...

I wanted to put a post on here around the good customer experience I've received (so far) whilst signing up for BT Infinity... Now, I know that only a few of us lucky broadband users can currently get BT Infinity... but I have to say, my experience has been all good so far!!

I had been pondering whether to migrate to another provider from my trusty Zen, for better speeds and the only real option (until recently) has be fibre via Virgin... but after being told they'd need to dig up a shared 'driveway' to get the service to my house (and seeing how they'd previously burried the cable all of about 2mm deep for my neighbour), I quickly canned that avenue!

So finding out that my town was one of only a handful to be getting BT Infinity, the answer to provding the house with decent broadband speeds was found!!

So I asked Zen for my MAC ASAP and said; "Sorry... love your work and all that... but 3Mbps just doesn't cut it anymore..."

I was a little disappointed that BT told me it would be circa one month before they could install the Infinity service, but I soon got over it and was looking forward to the install date... which soon arrived...

I received the BT Home Hub two days in advanced as promised when placing the order and I had a text message sent to the home telephone number confirming the installation date.

The engineered called on the morning (I had an 8am to 12pm slot), to let me know he was working at the cabinet/exchange and that he would be out shortly... He turned up within the hour and began work...

First he checked all the existing cabling, replaced some bad wiring and also installed a new socket where the broadband was to be plugged in (I had a slightly strange setup and didn't have the usual master socket).

He tested the line and confirmed that it was 'syncing' at 40Mbps, which meant no loss off signal between the cabinet and house, then duly continued hooking up the modem and Home Hub accordingly.

The service was all running within 1hr 30mins and I ran a speed test that showed 36Mbps down and 8Mbps up... that's right... 8Mbps up... read it and weep Virgin users!!

So, in summary I was sceptical to be going with BT, because of all the usual alarm bells that start ringing whenever you imagine the potential poor service that might be given (from all the horror stories you digest about BT)... but was very pleasantly suprised and long may it last...

If anything changes... I'll report back!!

That is good news and it's even better to hear something good about BT for a change. Let's hope that it lasts and your situation augurs well for the future.

It will change, you start using the service and you will get shaped to hell and your 40Mbit will not be worth anything.
I get shaped on just under 3Mbit, so what they will do to you I have no idea.

Until we get rid of this shaping, it is a waste of time having high speed internet.

Update from me... Things have gone sligtly down hill... but only slightly...

I've been doing periodic speed tests and since Monday or so, I'm now getting 20Mbps down but still 8Mbps up... Ok, so I've lost 15Mbps somewhere... which IS NOT GOOD, but I can live with it... all things considered.

The other (more concerning) issue, is that I've just lost the dial tone on my landline phone, which is also provided by BT..

I've logged a fault so hopefully it will be a quick fix, but no matter what anyone says... it's not just a coincidence... someone in my exchange has displayed some of that BT incompetance that they are famous for!!

But hey, if they can fix the issue quickly and my line stays at 20Mbps... I'll be happy!!

FYI - When applying for the service, I was given a guide of 16Mbps down...

Regards,

Will.

If you have lost dial tone there could be many reasons. Faulty connection somewhere from exchange to house, failed line card, failed interface at the cabinet &c.

A lot of voice faults will allow DSL to operate at lower speed - it will work over a single leg. I would guess there is a minor fault - possible a connection not properly punched down in the local cabinet.

It`s so good to hear positive remarks about BT rather than the same old moans from the same old moaners.
Since my last contact with BT, I`ve had nothing but excellent connection speeds: Downstream and Upstream.

Ok, so I've lost 15Mbps somewhere... which IS NOT GOOD, but I can live with it... all things considered.

So that's what BT customers define as things going well ....

In reply to a post by Donor:

It`s so good to hear positive remarks about BT rather than the same old moans from the same old moaners.
Since my last contact with BT, I`ve had nothing but excellent connection speeds: Downstream and Upstream.

The same old moans if bt took action on addressing these moans rather than ignoring them customers may feel that bt values there custom rather than see them as a hindrance.

In reply to a post by digiscott:

In reply to a post by Donor:

It`s so good to hear positive remarks about BT rather than the same old moans from the same old moaners.
Since my last contact with BT, I`ve had nothing but excellent connection speeds: Downstream and Upstream.

The same old moans if bt took action on addressing these moans rather than ignoring them customers may feel that bt values there custom rather than see them as a hindrance.

Each time I`ve had to contact BT for help. The problem has been rectified quite quickly - maybe I`m just lucky huh?
I never use the off-shore call centres for help. I`ve always received help from the "Technical Helpdesk" in the UK, and they have kept in touch with me untill the matter was resolved, even ringing to see if everything is running OK.
So, I have to say that I`m more than happy with BT. Even though some are not as fortunate as I.

Sorry I've not updated for a while...

But dial tone issue was resolved in the same day and had a call from the engineer telling he'd been working on it and it was now resolved.

So, despite the issue of losing the dial tone... BT have resolved it quickly and provided good customer service by keeping me updated!

I've run another speed test today and speeds are back up to 32Mbps down and 8Mbps up... perhaps the dial tone issue was also related to a loss in speed on the broadband side too...??

Who knows, but I'm definitely still happy with the service and will update if an when there are any developments.