What makes you think that?

The reduction in the IP profile.

I contacted BT customer care via the weblink:

http://bt.custhelp.com/app/contact_email/c/4950

I got a phone call this morning to say that they had run a test on my line and had found a fault in the exchange, so a fault has been raised and an openreach engineer will fix it within 3 days.

Hopefully in time my IP profile will start to rise!

They told me the same thing having done sod all.

Resetting your DLM profile currently requires an engineer callout, it can't be done at the exchange.

BT are annoying me now!

Already had a broadband fault raised about the speed issue, I was told someone would ring me once the fault on the line at the exchange was fixed. No one called.

So I called them and had to go through their scripted call, i.e. reset the openreach modem via the reset button (not by pulling the power out and pluging it back in), then had to reset the home hub 3 this time I was told to take the power cable out and put it back in!

Anyway the result of all this was zip! Speed was the same. So was told to montior the speed every 3 hours and I would get a call back the following evening. Again no call was made last night.

So tonight I phoned them spoke to someone different who had to following the same script. He ran a line test and said he couldn't find a fault on the line and tried to palm me off to their Home IT department for home technical support.

He just didn't get that the speed had been capped on the line by the IP profile.

I asked to speak to his supervisor, who did call me back. He was very short with me and just said I need to unplug my phone from the master socket so I can't make or receive any calls for the next one hour so they can run a line test??? (He did mention something like outage in the sentence but to be honest I couldn't undestand him very well!)

Never heard of that before, has anyone else been asked to do the same test procedure?

All I want is an engineer to come to my property to plug in his test equipment into my master socket and reset my sync speed (DLM) - is that so difficult??

After more calls to BT and failure of call backs from the supervisor, it seems that my last call has been more productive.

Again I explain the problem, and it seemed that the guy understood it, that there had been a PSTN fault which has been fixed, but a speed cap had been put on the line due to the original fault; and I need that cap removed.

Apparently he doesn't have the authority to remove the cap it needs to go through to the "level 2" department which is now closed!! (just about sums up my evening on the phone)

So have to call BT back again tomorrow when the "level 2" department is open and hope and pray that their is someone there compendent enough to know how to remove the cap, or at least send an engineer out!

Right off to bed now with my fingers crossed!

Phoned again this morning hoping to be put through to the "level 2"department, but first had to go through all the same tests (e.g.are you connected by a cable and deleted temp internet files and plugged into the gig E port on the HH3)

After all the tests passed they wouldn't put me through to the "level 2" department as they said:

1) my download speed is within acceptable speed range for my line
2) BT Infinity doesn't get capped like ADSL so there is no cap to remove (IP Profile)

Not sure whether number 2) is correct or not - am so confused.

So basically on Infinity they won't sent out an engineer to my property to reset the DLM / sync speed / IP Profile.

Should I get a second opinion??

Ive been with BTInfinity Option 2 just over a week now was promised 57 meg DL and 20 up when signed up. I know im still in the 10 day period ive done several speedtest and am getting only 20mb DL and 12 UP. Im connected wireless and using macbook. Ive kept the HH3 on all the time by the way.

In reply to a post by dazb73:

Im connected wireless and using macbook. Ive kept the HH3 on all the time by the way.

Test again with an ethernet cable between your macbook and the HH3 - your speeds sound suspiciously like the limits of Wireless G technology.

I connected the macbook to the HH3 using ethernet and got 73 DL and 15 UL that was using the speedtester site from BT. And that Macbook is Wireless N.