BT Fibre/Infinity - speed being restricted for some reason.

[MiloBT]

All

I had BT Infinity for business installed on the 3rd May 2011. I immediately got very good download speeds (37Mbps)...upload speed was 1.6Mbps, and those speeds continued and all was working well until sometime in the last week when I've been limited to 17Mbps download and 0.2Mbps upload (!!). At first I assumed it was a 'peak time' thing, but this is at all times of day/night...and after multiple modem and router reboots (my router is set to reboot daily).

Internal network is still working fine.

I've got no emails from BT about the account etc. either.

Will call their helpdesk today, but has anyone else had a similar problem?

I was getting the same speeds on ADSL2 before, so I'm a little miffed about paying more for a slower connection.

Cheers

[MiloBT]

Called the BT helpdesk and spoke to a very helpful guy there (Andy). He's run the line test and confirmed there is an issue (somewhere) with the connection and will arrange an engineer visit.

For all the people who complain about customer service, I've been quite happy whenever I've contacted BT and it's nice to post a positive message about them every now and again to counter some of the bad press they get.

(This is all assuming that the engineer will actually turn up...I'll probably change my tune if they don't!) 😄

[chrismcl]

I am not sure if it is the same for the fibre network, but on ADSL the router rebooting daily is a bad thing and could be seen by the system as a dropping connection. In response to that the system lowers the speed to try and stabilise it. Not sure if it works like that on fibre though. Perhaps not as they have booked a fault.

[MiloBT]

Hi Chris

I should state that the Openreach modem is not rebooted daily, only my LAN router (admittedly this initialises the PPPoE connection, but the physical connection should not be affected).

It's been working that way for a month quite happily.

Milo

[MiloBT]

Unfortunately BT haven't delivered in this case (yet).

They promised to turn up on Monday morning...they didn't, I had a call mid-morning to say that the appointment hadn't been booked properly. So I wasted a day then. I was then promised ("guarantee" was the word IIRC) that they would turn up on Wednesday morning (today). At 1:15 I called BT to find out where they were. 2pm I get a call back to say that they weren't coming because they've apparently "found a network level fault at the exchange" and that it 'should' be resolved later today.

So again I've stopped at home for no reason when I could have been in the office seeing clients...and there's still no definite resolution to the problem.