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Anonymous
(Unregistered)Sat 26-May-12 22:34:00
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Wow...advice anyone?


[link to this post]
 
Sorry if this is the wrong section, but I didnt only want the opinions of only other BT Infinity users.

Hi, I'm at my wits end.

I was happy with my old FTTC ISP, good pings for gaming anytime, full 40mb torrent/http downloads at peak times, unlimited 8pm to 8am, was really happy for 12 months.

Bt started mass marketing a few months back, Infinity = great for gaming! Infinity 80/20!, Infinity! We have "managment" on p2p and as long as the local cab isn't swamped its okay within limits.So I checked the site! My 40/10 would go up to 57/20 even the bt.speed/line tester thingy said "max achievable speed 60/20"! Wooohooo! to good to be true! Right ? ..Right.....

When It was enabled I ran the btspeed/line test again to find the maxachivable speed had dropped to 40/20 and throughput was 40/10, pings to northern French servers jumped from 40 with my old ISP to 120 with Infinity....And this was day or night.
After 4 days of phonecalls more concerned about the latency than anything I finally convinced them to look at my line,
the next day two friendly bt men came, and spent 5 hours fiddling at the 3 man holes and cab. He said there will be a slight improvement but hes going to say a new line needs installing, to my house or the manhole he did not say, but he did say "how longs a bit of sting..." when I asked a time frame.

After this "Max achievable speed" shows 47, however on the 10 odd tests ive done, day or night the throughput down isn't going over 25 and up it isn't going above 7.
And now, the final straw, Ive just tried to download star trek online client, after all I cant play the ping essential game anymore with a ping of 120 most of the time, there distribution method? LEGAL torrent, and the speed is 40k/s 10pm.....

And all this, yet just a few weeks ago with my other FTTC isp not one single problem, same line, same cab, I do not understand how simply switching the pair from the old isp to bts has caused all this, and the clearly idiotic traffic management that caps torrents to 14k/s and still leaves poor pings out of peak hours really is the cherry on the cake!!!!

So excuse my rant, but im so mad, everything I moved for was not true and mis sold, everything I use my Internet for that worked no longer does for no logical reason, and im stuck for 18 months?

Blatant missselling or not, this has crippled my Internet connection - would ofcom help?

Is my only option to pay 470 odd quid to get out of it....they really did see me coming didn't they?
Standard User LeJimster
(fountain of knowledge) Sat 26-May-12 23:32:04
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Re: Wow...advice anyone?


[re: Anonymous] [link to this post]
 
ouch! is all I can say...

I hate BT and even I had been tempted by the Infinity service, I guess I have to thank you for the reality check. Why are you not naming your old FTTC ISP? Were they much more expensive?

________________________
Connected with O2 Broadband Standard 8.6Mb/1.2Mb
Standard User qasdfdsaq
(member) Sun 27-May-12 03:02:55
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Re: Wow...advice anyone?


[re: Anonymous] [link to this post]
 
I'd be inclined to try and diagnose the actual problem.

Do a traceroute to various servers you have problems with. I see no reason for pings to be above 120 on Infinity. My experience is their traffic and congestion management are extremely good, and even under severe congestion my pings still stay below 20ms.


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Standard User tommy45
(knowledge is power) Sun 27-May-12 08:00:07
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Re: Wow...advice anyone?


[re: Anonymous] [link to this post]
 
Well if you are not getting anywhere with bt(isp) then write them a formal letter ,complaining about and highlighting these problems, and adress it to the senior complaints manager or similar,
send recorded post, so you have proof of posting, and keep a copy of the letter as you may need it later ,
if they end up saying there is northing we can do to improve things then you make a complaint to their ADR they will contact them and ask them what if anything they intend to do, if they say nada again, then that is known as deadlock ,
their adr may advise them to release you from the remaining period penalty free, and also award you some compensation, providing you tell them at the time you make your complaint to them giving details of the amount you will be seeking , beats paying them for something that you aren't going to use ,

Standard User kwikbreaks
(eat-sleep-adslguide) Sun 27-May-12 08:17:17
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Re: Wow...advice anyone?


[re: tommy45] [link to this post]
 
The CEO office respond quickly to complaints. I won't publish the CEO email but it is listed on http://www.ceoemail.com/

I emailed a complaint about an Openreach data problem stopping me ordering last Sunday afternoon and got a both a reply same day and a further reply to my answer to that. I've had two phone calls from the CEO office rep on the days she promised to call and an email from an Openreach complaints manager. The issue still isn't sorted but I do get the impression that it is genuinely being looked at as the emails were personal and not stock fob offs.
Standard User R0NSKI
(member) Sun 27-May-12 18:26:37
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Re: Wow...advice anyone?


[re: kwikbreaks] [link to this post]
 
I can second that, I emailed the CEO at 5pm on a Sunday, got a reply back two minutes later, following morning had a phone call from my ISP Plus Net, my brothers broadband was restored on the Thursday, and that was after two months without it.

Standard User kasg
(experienced) Sun 27-May-12 20:18:01
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Re: Wow...advice anyone?


[re: R0NSKI] [link to this post]
 
What is it with BT? When I had the misfortune of having to deal with them a couple of years ago on behalf of someone else, who had effectively been "slammed" by BT, I got absolutely nowhere through the official channels, lots of pointless toing and froing with India, until I emailed the CEO, when everything sprung into life, I had my own dedicated contact, lots of apologies and they fell over backwards to sort it out. This is a very expensive way to run a support operation.

Kevin

plusnet Extra 80/20 trial
Using OpenDNS
Standard User LeJimster
(fountain of knowledge) Sun 27-May-12 20:21:07
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Re: Wow...advice anyone?


[re: kasg] [link to this post]
 
This is what you get when you outsource customer service. Generally poorer support. Unfortunately smart people in customer service are in short supply, possibly because the smarter ones know to avoid such [censored] work tongue.

________________________
Connected with O2 Broadband Standard 8.6Mb/1.2Mb
Standard User Mayuki
(learned) Mon 28-May-12 09:23:37
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Re: Wow...advice anyone?


[re: LeJimster] [link to this post]
 
Thanks for the advice guys.

To be fair im currently downloading STO at 35mb.

But its still not what it was, and certainly not was I was told to expect.

Ive emailed the CEO,

My old isp was Aquiss, id highly recommend them.
Standard User kwikbreaks
(eat-sleep-adslguide) Mon 28-May-12 10:06:41
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Re: Wow...advice anyone?


[re: kasg] [link to this post]
 
VM do pretty much the same sort of thing. They too have abysmal offshore support and since closing down Liverpool Dock virtually all of their support is offshore.

I can't actually say from personal experience that VM standard support is poor as I've avoided using it - all my dealings with them have been through their forum (for connection voltage level issues), retentions for upgrade and later downgrade, and CEO office when I finally got the wretched Superhub swapped out for the VMNG300 modem it superseded.
Standard User LeJimster
(fountain of knowledge) Mon 28-May-12 11:31:58
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Re: Wow...advice anyone?


[re: Mayuki] [link to this post]
 
The majority of the BT wholesale ISP's are just too expensive for me. Paying £50,£60+ for a VDSL2 connection with a decent amount of bandwidth is just crazy. I may have paid it in the past when I was stupid, but not anymore. Luckily I have much cheaper/better options available to me than BT's fibre. Just happens I'm quite happy on my lowly 6-8Mb connection as it does everything I need.

________________________
Connected with O2 Broadband Standard 8.6Mb/1.2Mb
Standard User Mayuki
(learned) Mon 28-May-12 11:49:05
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Re: Wow...advice anyone?


[re: LeJimster] [link to this post]
 
After emailing the CEO and I did another test.

33.88 Mbps
Max Achievable Speed

Lost 25 down now, at this rate ill have no internets in my pipes!

Phoned support, one lady cut me off, one guy asked "do you really need the speed for games" forgetting thats out of the question too. In the end I went to bt relations or something and was told there are processes in place to allow to to stop the contract without penalty's after 1 more engineer visit if they cant at least get it back to how it was with Aquiss.

Hes coming tomorrow morning.

Last time I had BT was when the 512 trails took place, it took me a long time to trust them again...never again.
Standard User hareng
(regular) Mon 28-May-12 19:48:21
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Re: Wow...advice anyone?


[re: Mayuki] [link to this post]
 
Pretty similar to me promised 58 down, 20 up.

Was with another provider for 14 months always high 30meg in peak times.
http://speedtest.net/result/1334467016.png

Current BT though IP gone to 48meg. Never seen above 7meg upload.
http://www.speedtest.net/result/1976569427.png
Cab is max 300 yards away.
Standard User gazter
(learned) Mon 28-May-12 20:06:04
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Re: Wow...advice anyone?


[re: LeJimster] [link to this post]
 
In reply to a post by LeJimster:
This is what you get when you outsource customer service. Generally poorer support. Unfortunately smart people in customer service are in short supply, possibly because the smarter ones know to avoid such [censored] work tongue.


Its more than that though. It is deliberate ploy used, first tier customer support is generally quite poor. Overseas customer support even worse.

As I understand the strict division between customer support from tier one to tier two was mandated in the early days by BT to its resellers. This is now institutionalised even for those that are primarily llu.

What i have found is that second tier support tends to be pretty good right across the industry.
Standard User Mayuki
(learned) Tue 29-May-12 09:34:24
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Re: Wow...advice anyone?


[re: gazter] [link to this post]
 
OP here, not sure why it didn't log me in.

Currently have a BT man here checking the points.

Hes replaced the BTOpenreach modem somthing that I asked the first engineer to do but was brushed of.

I ran the speed test quickly while he was on his way to the points..

56mb down 13mb up.... see I wasnt moaning for nothing!

Lets see how this pans out.....

hareng... did you kick up a stink? Bt told me if they cant achieve the same speed as old isp they will let us leave early without penalty, so how comes you didn't move back to your old ISP?
Standard User hoopla
(member) Tue 29-May-12 13:46:36
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Re: Wow...advice anyone?


[re: Anonymous] [link to this post]
 
In reply to a post by Anonymous:
After this "Max achievable speed" shows 47, however on the 10 odd tests ive done, day or night the throughput down isn't going over 25 and up it isn't going above 7.
And now, the final straw, Ive just tried to download star trek online client, after all I cant play the ping essential game anymore with a ping of 120 most of the time, there distribution method? LEGAL torrent, and the speed is 40k/s 10pm.....

And all this, yet just a few weeks ago with my other FTTC isp not one single problem, same line, same cab, I do not understand how simply switching the pair from the old isp to bts has caused all this, and the clearly idiotic traffic management that caps torrents to 14k/s and still leaves poor pings out of peak hours really is the cherry on the cake!!!!


There are probably two separate issues you are combining. The throughput you are seeing doesn't look good, but you haven't identified the reason for it being so slow. You should not be seeing pings to UK servers above 30ms, so something is broken - probably at your end. Are you sure that everything at your end is capably of going as fast as your connection?

As for torrents - well, that's your choice. BT offer "unlimited" but there is no such thing as a free lunch. If you want fast torrent speeds, you need to choose an ISP who does not throttle. And that will mean paying more money for a capped service.

Unless the throttling of torrents is slowing everything else, which it may be doing, I guess.

Who is the other FTTC ISP and why did you not stay with them?
Standard User aquiss
(fountain of knowledge) Wed 30-May-12 19:48:30
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Re: Wow...advice anyone?


[re: hoopla] [link to this post]
 
In reply to a post by hoopla:
Who is the other FTTC ISP and why did you not stay with them?


I believe reading the thread, his previous ISP was Aquiss (ourselves).

Martin Pitt
Aquiss Internet
http://www.aquiss.net

Unlimited Family Broadband Packages : http://www.aquiss.net/broadband-unlimited.php
(free activation or migration + 2 months free)
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