BT really are a shower (present company excepted)... I had much the same scenario, with one engineer blaming the previous one who had blamed the previous one and all of them chasing different faults. Along the way, one of the engineers discovered a dodgy modem...

To trace the 'fault', Hole #1 was dug three inches too far to the left - I could just see the joint in the cable, and could have dug it out with my hands... but no, it had to be filled in! Then the next day Hole #2 was dug - apparently, each hole costs BT £500-600, so I guess I shouldn't be surprised that the contractors wanted to do it this way rather than just expanding the original hole by a few inches.

Anyway, none of this worked - Engineer #4 swapped a couple of contacts in the green box at the end of the road and everything's been fine since.

Except: my first bill was a huge shock - I hadn't realised the amount of data I was using, getting on for 200G when I had chosen the 40G cap, plus nearly £100 for phone calls (basically, her daily chats with Mum...) I immediately changed to Option 2 (free everything and no cap) - but I'm still getting emails warning of my Usage and amount of calls. Huh?

I rang BT this morning and was told: 'Never mind, Sir, we're just advising you of your Usage, you're not capped in any way' Me:'So why bother telling me, if it's unlimited?' No reply to that... (and another thing, you have to go through all the 'options' before getting through to a human, and you have to dial in your account number. The first question, when you do finally speak to someone is: 'What's your account number?' oy... (to be fair, banks do the same thing) But I guess somebody, somewhere, is paying for all this unnecessary duplication. Oh wait, I think I know who that might be

Sorry to ramble on, mol2, but when you eventually get your connection, your troubles have probably only just started

As a customer why should I spent my time explaining to BT's help desk the problem BT's own engineer had identified on a BT line but couldn't be bothered to sort out himself or make proper arrangements for those who could sort the problem to do so?


Becuase he doisent work for bt retail but bt openreach "BIG Differance"

An update: After emailing the address suggested I got some positive intervention.
Installation brought forward to last Thursday (told it would be am on the phone & pm by the web site)

Engineer duly arrived and connected it up & all works fine.

Interesting results on speed check - BTspeedtester - almost 39 download 9 upload, the one here only 19 ish down & 4.8 up.

What does that tell us - BT are throttling the onward connection perhaps?
Up to 40 won't be that even if you have the cabinet outside your house if BT are throttling it.

Try www.speedtest.net

No, it means what ever you are testing it with isn't measuring it right. Wired or wireless ? Decent PC, or an old dog ?

I'm not saying this through smugness. I get full sync and top profile, and yet my [censored] old PC will never show more than 17 meg download. OK with my son's new laptop, when connected via ethernet.