Unfinite Fiber Unlimited - not without problems

[btnotverygood]

After ordering fiber in june 2011 and spending a few weeks/months with no internet, it was finally installed on the 2nd September 2011. After months of problems I finally had it installed and it was downloading at 38mbit and uploading at 10mbit. It was definitely proving to be worth the £60 a month that I was going to be paying after the first three months free. But as of today at 8th October 2011 I had the first break in service. Which not only caused a complete disruption but when it started working again my connection had dropped below adsl2 speeds for the area. After waiting 20 mins on the phone to get through to someone the guy said that there was a problem in the area and that it is now fixed and that if i give it a few days it should get back to normal speed again. Well I was not perticularly impressed with this answer.

Why would any network connection take a few days to increase in speeds. As an IT Engineer I can gurantee that network connections of any kind do not take any number of time to find a faster speed. This equates to a bold lie and it is unacceptable that you think you can gurantee speeds during ordering and then just break the service agreement and offer speeds that are below the adsl2 average for the area. On the bt business order page it says that i am guaranteed 16mbit in peak times. Although it does not mention this in the bt documents find outline. It clearly states on your website to which I have made screenshots prior to ordering. I also have an email from the BT staff member stating the 16mbit gurantee.

Another moan you can add to the void.

[btnotverygood · Accepted solution]

After waking up today I had no internet access at all. So i rebooted the router and it is now working again. Although i still have a red light on the router under the internet. The speed is back to normal.

[MHC]

The exchange equipment need to decide what speed is realistic for the line and it negotiates that with your modem.    If you had a resync everytime the line capabilities changes by 0.5% then you would be seeing several resyncs every day.  

The VDSL2 signal is in the analog domain and not the digital one - and subject to a lot more issues.  If you were to analyse the maximum capability over a 24 hour period you would find it could vary by possibly 10Mb/s.

There could be several reasons for the low speed - line conditions or temporary congestion at some point.  It sounds as though the Technicians got some form of service back to users as soon as they could  and then worked on the fault over night - the no service followed by max speed suggests that there was another break in service and you need to "reconnect" to re-establish the connection.

It is also worth using the BT speedtest facility at:   http://speedtest.btcentralplus.com/    that will give your up and down sync speeds to which are useful in determining if te problem is line related or network congestion.