Try calling 0800 587 7216

It's BT Retail I'm afraid. That's who your contract is with. I'm not sure what the number BatBoy have given you is, but he is usually right on this sort of thing.

The others have you sorted on your main issue, but I'll add this...

Your attenuation value

In reply to a post by eyezest:

9. Line Attenuation: 17.3 / 15.9

confirms that your line is roughly 400m long.

A previous line I had was about 370m long, and came up with an attenuation of 16.7dB

In reply to a post by WWWombat:

The others have you sorted on your main issue, but I'll add this...

Your attenuation value

In reply to a post by eyezest:

9. Line Attenuation: 17.3 / 15.9

confirms that your line is roughly 400m long.

A previous line I had was about 370m long, and came up with an attenuation of 16.7dB

Will depend on the gauge of copper used!

I am around the 440 metre mark and attenuation is 16.6

I called this number and they transferred me to the orders team. My order is shown as complete for openreach and failed for BT, so I have not been put yet on the BT infinity 2 package on BT system. Can this be causing the problem? The problem with this BT order has been going on since Nov 20, always cancelled or freezing for no clear reason, this is yet another chapter.

If the problem is with the IP profile, can any of you please explain how this is sorted out? Is it something that can be done remotely or an engineer has to come to the cabinet again? I am trying to understand how long this will take and the amount of pain I will have to endure to go through this with BT.

Many thanks again. Without all your help, I would be completely lost!

Once the order is sorted out properly the records SHOULD automatically go through to BT Wholesale/Openreach to tell the software to allow you to sync at the higher rate without the need for an engineer.

If you need any help with this let me know. I've sent you a PM

Edited by BuckleZ (Wed 06-Jan-16 17:17:26)

The problem isn't the IP Profile. That and the stats were just info that told us the "Product profile" somewhere in the system is incorrect. As the order team have now sort of confirmed, in that it is set to a default that should be updated once the order is properly completed.