Inifinty and web site load times

[cdeakin]

Prior to 13th December I had ADSL2+ and was achieving speeds of 9.4Mbs Download, 0.86 Upload and webspeed load times of 0.65 seconds and was happy.

Along comes Infinity and I agree to it with the estimated speeds of 28.5Mb Down and 10Mb Up.  Notice it was not a promise of 40Mbs so you think, hmm, maybe this is an accurate estimate.

So I sign up, the engineer appears and the installation was painless.

As soon as he had left I started to monitor my performance and I saw Download 18.4Mbs, upstream of 2.7 and webspeed load times of 4.2 seconds.  I rang and complained and in my experience the service was excellent but as I was within my 10 days it would improve.

Anyway my 10 days have finished and it has not improved so I rang support, again helpful person spoke to me and I explained.  They did tests and could see nothing and as I was achieving a speed of greater than 15Mbs they did not really care.

I have since connected my PC to the modem and tested cutting out the HH and my network and seen no improvements.

On Christmas Eve a very knowledgable engineer appeared who tested the line with his equipment and confirmed the best I would ever get is 22Mb Down and 4Mb Up as the distance to the cabinet was so far away.  The engineer "flex'd" the line which does not appear to have done anything to improve web site load times.

I have two issues/questions which I cannot get a response too:

1 - My browsing experience on this line is worse than the ADSL2+ product.  I have checked the DNS entries in the HH and they are fine, as I say I have connected directly via a PC and witnessed a slow down in browsing.  

2 - Is it possible to have a line moved to a cabinet closer to my house?

Has anyone rolled back from Infinity to ADSL2+?  How long in my new contract can I have before deciding to go back?  Anyone any ideas as to my web site load times?

Thanks

Chris

[gsharp]

hello cdeakin,

Im sorry about the problems you are experiancing. the speed of the connection itself seems to be fine from what you have been saying. however if you can get a pc connected directly to the router and contact the support desks we can investigate possibe packet loss or browser issues from your end.

you can reach the support desk on 0800 169 3809

Thanks for participating

Graeme

BT Business Support Forum Moderator

[cdeakin]

I've done that and the download/upload speeds are fine, the website load times were 0.84seconds before infinity and now 3.3seconds after infinity.  Looking at the firebug plug in for firefox the delays appear to be waiting on network.

I've tried asking about moving to the closer cabinet no-one at the help line number you suggested seems to know how to go about it.

Thanks

Chris

[cdeakin]

I've tried talking to people in support and as this is a measure you do not monitor no-one understands or is willing to look at it.  Generally since going to Infinity although the up/down speeds are a lot better the web browsing experience is poor.

Some web sites seem sluggish and I never experienced this on the ADSL2+ product.

Chris

[paragon123]

It is possible that there's an an attenuation on your physical lines. Or that you package was just not correctly set up in their database.

My advise, don't stop calling the support until this gets resolved. You should get the service that you are paying.

[Seraphsailor]

Chris,

there may be some further insight to you issues on BT's sister forum:

http://community.bt.com/t5/BT-Infinity/bd-p/BTInfinity