After being an ADSL customer for 8 years with BT I ordered infinity2 the day it became available and was told 19Mbps down and 6Up should be attainable.
3 Weeks ago I had Infinity 2 installed. The engineer was here for 6 hours as the sync speed was reading 37Mbps but there was only 0.05Mbps download but 6Mbps upload. The engineer had a "lift and shift" carried out to try another port but this did not work. In the end he said he had to go but would leave the job "open" as he suspected DSLAM faults. He said he would arrange a fibre specialist to call.
A week later an underground cable guy came and tried a different copper pair to the house. The pair he chose was apparently really quiet (106dB) - still slow download but still a 37Mbps sync.
4 days later we started getting some download speed (18Mbps) but upload dropped to 0.8Mbps. An engineer advised there had been a BT server fault which had now been corrected. This fault had been affecting 3 other houses on the estate who had had infinity installed.
Spoke to BT who arranged for an engineer to come out on Monday just gone. He failed to show up. Spoke to customer service who said they would find out why and call me back. Never heard from them.
Spoke to BT again on Tuesday, who advised they could not send anyone out as the original job was still open and we would need to wait until it default timed out 30 days after the original install before they could arrange a new visit. After explaining that this was not acceptable they agreed to send out an installation engineer to carry out the installation of the modem and router. i explained these had already been installed but was told the computer says it wasnt so they would send somebody out. I am going to have to wait another week for this visit.
My neighbour over the road gets 38Mbps with infinity2 which was installed 2 weeks ago. Today my next door neighbour has had infinity2 installed. He was also promised 19Mbps down and 6Mbps up. He is actually getting 36Mbps down and 6Mbps up. Speaking to this engineer he says there is no reason why we shouldnt get the same speeds and the installation engineer will not be able to do anything about this as it is a throughput setting, not a physical issue which is the problem.
I feel I am stuck in a loop: an engineer comes out and says the line etc is fine, speak to BT. BT say they will have to send an engineer out. An engineer comes out and says the line etc is fine, speak to BT.
Am I being fed a line here? (Pardon the pun) what do I need to do to get an answer and get this resolved?
thank you
