New Infinity install

Hi, i had infinity option 2 installed this afternoon and the engineer called to tell me i was synching at 39mb / 10mb

(i was at work, another member of household let him in)

I get home and i can't even run bt speedtest, it says failed.

I run a thinkbroadband speedtest and get...


DateSpeed DownSpeed UpPortServer
02/03/11 17:07:22
155.56 Kbps ( 0.2 Mbps )
284.53 Kbps ( 0.3 Mbps )
8095
speedtest2.thinkbroadband.com

Please can somebody advise as this is unusable.

It odes sound low but give us some more information.


What router? Is it new? Has it been set up for Infinity? or is it an old one?

What router stats?

What MTU and RWIn - in using WinXP?

which exchange ?

Was that wired to the HH, or wireless? HH2 or HH3?

Second BT Retail customer with this issue in two days, pointing towards a possible BT Retail and their traffic management not expecting you as a user perhaps

It is the kit that BT provides with a new install, it came with a router and a home hub 3
It is brand new
I'm using Win 7
I don't think it's possible to access the stats using the equipment provided either

It is the fernhill Heath exchange

there are some broken exchanges, too - Ortons in Peterborough for one.

http://btbusiness.custhelp.com/app/service_status

though Ortons seems to have cleared since lunchtime (virtually no TCP/IP throughput last three days).

I have tried both wired and wireless, it's HH3

Are you connected wired? or wireless?

Make sure you try it wired. Then redo a speedtest here, speedtest.net and BT. Capture a screen shot of each. Then, assuming there is still an issue as everything is new straight on to BT. It looks to be a network/set up issue that they have control of.

I've just called the BT engineer who installed it and he thinks it has to be something at the exchange as his equipment showed i was synching at 39.99

What would you suggest i do MrSaffron?

You will need to call BT Retail to get them to fix it.

I've called them twice and they keep telling me that there is a 10 day training on the line, now although this may well be true i do not believe i should be downloading at 3kB/s.

In the welcome letter it states that the engineer would set-up 1 pc in the house, this never happened as i had to set it up myself, if he had then he would've seen for himself.
I've moved from fast.co.uk whose customer service was unbelievably brilliant and so far with BT i am very unhappy.
I should NOT have been left with a 3kB/s d/l speed on infinity when i had 400kB/s on adsl

In reply to a post by Rebeldiamond:

I've called them twice and they keep telling me that there is a 10 day training on the line, now although this may well be true i do not believe i should be downloading at 3kB/s.

In the welcome letter it states that the engineer would set-up 1 pc in the house, this never happened as i had to set it up myself, if he had then he would've seen for himself.
I've moved from fast.co.uk whose customer service was unbelievably brilliant and so far with BT i am very unhappy.
I should NOT have been left with a 3kB/s d/l speed on infinity when i had 400kB/s on adsl

To be honest, what did you expect lol?

BT sent another engineer out today and it turns out i had a faulty HH3 so he replaced it and my result is now...

In reply to a post by Rebeldiamond:

BT sent another engineer out today and it turns out i had a faulty HH3 so he replaced it and my result is now...

Happy with BT now then?

I am yes, i found out the normal telephone based support to be attrocious but a simple PM to a BT rep on here got me a phone call from him and an engineer booked for the next day.
I also found out they do a brilliant contact service via Twitter too

In reply to a post by Rebeldiamond:

I am yes, i found out the normal telephone based support to be attrocious but a simple PM to a BT rep on here got me a phone call from him and an engineer booked for the next day.
I also found out they do a brilliant contact service via Twitter too

Telephone support with most large ISPs seems to be limited to telling people how to get to set up their email account and such-like. In other words, basic customer training.

It isn't for problem resolution where something is not working to spec.

Given the volume they must have to deal with that is understandable. But the failure to have a rapid and almost automatic escalation to a fault resolution team is ridiculous and counter-productive, as well as being bad for the morale of the staff concerned.

Why oh why, with so many such ISPs, does it need to be public complaints in various forums, not just these ones, about possibly weeks or months of problems and customer frustration before BT_Care or their equivalent elsewhere step in and it is sorted within hours?

These people do an excellent job, but how come their own telephone support level can't pass stuff to them?

In reply to a post by RobertoS:

In reply to a post by Rebeldiamond:

I am yes, i found out the normal telephone based support to be attrocious but a simple PM to a BT rep on here got me a phone call from him and an engineer booked for the next day.
I also found out they do a brilliant contact service via Twitter too

Telephone support with most large ISPs seems to be limited to telling people how to get to set up their email account and such-like. In other words, basic customer training.

It isn't for problem resolution where something is not working to spec.

Given the volume they must have to deal with that is understandable. But the failure to have a rapid and almost automatic escalation to a fault resolution team is ridiculous and counter-productive, as well as being bad for the morale of the staff concerned.

Why oh why, with so many such ISPs, does it need to be public complaints in various forums, not just these ones, about possibly weeks or months of problems and customer frustration before BT_Care or their equivalent elsewhere step in and it is sorted within hours?

These people do an excellent job, but how come their own telephone support level can't pass stuff to them?

At the end of the day it boils down to some bean counter who has a theory that they can save the company a fortune by having the lowest possible level of customer care. The company pats them on the head and implements it.

Of course it looks like they are saving money but in real terms you get irritated customers poor publicity on forums etc and a terrible reputation. But all that the company management looks at is the bottom line.

I had a similar situation when I moved to Sky when they first started offering broadband and it took 9 weeks of daily phone calls to get the move properly sorted out as their sytem had a fault. Once I started posted in forums about the horrible experience I was phoned by a senior manager and it was sorted that day.

In reply to a post by Rebeldiamond:

I am yes, i found out the normal telephone based support to be attrocious but a simple PM to a BT rep on here got me a phone call from him and an engineer booked for the next day.
I also found out they do a brilliant contact service via Twitter too

What number did you call?

I called the support number 0800 111 4567 which i will avoid in the future.

Looks like Sir Alan Sugar has had experience with them too.. http://www.theregister.co.uk/2010/12/07/sugar_bt/

Been a while since I had to call them (not since installation last July) but back then they were very helpful.

Has it been offloaded to the sub continent or something?