BT Infinity & FTTx Discussion

MagicUK · 17 Sep 2011 at 11:32

cheers bt:

BT Infinity BT Total Broadband Fibre optic broadbandWe're rolling out our fibre optic network to bring you faster speeds of up to 40Mb. Register your interest now and we'll contact you near to the date stated. 38.5Mb download
9.1Mb upload 31-December-2011

changed from the end of this month to December now, virgin 50mb is looking more temting now but ive just paid bt line rental saver!

storm45 · 17 Sep 2011 at 12:21

same happened to me! it was 30 Sept before and now its gone to December. Going to get Virgin 50mb for sure now

aln · 17 Sep 2011 at 12:33

Rroff said:
BT are pretty incompetent when things go wrong we just got our first bill through after they reconnected us after they accidentally ceased our line, and they've charged us for the mobile dongle they sent out "free" as a courtesy to tide us over while they reconnected....... when things go ok they are great tho :S

This is why I switched from BT. Other than possibly Zen, BT offered me the best ADSL I'd ever tried, but their customer service was useless and I spent 9 months trying to get the same ticket to be processed with them. I only wanted interleaving turned off, but it turned out I had to move ISP to get that. This is usually an easy fix, but once something goes wrong, you've just gotta live with it. My line also went from 8Mb to 3Mb over night, with almost perfect stats to useless ones, and they weren't interested. Such an awesome company.

Kanpai · 17 Sep 2011 at 13:46

~TB~ said:
Any chance of Trusting me it as well so I can send them my story ?

Cheers

Yep sending you it now

{SAS}TB · 17 Sep 2011 at 15:04

nayan89 said:
Yep sending you it now

Got it, cheers mate.

I emailed their CEO last night and got

I am sorry you have had a problem with your new services. We will look into what went wrong and I will ask our service team to review the compensation offer and contact you.

Then earlier today got an email from a lady in "Executive Level Complaints"

I’m really sorry for the problems you’ve had.
*
I’m looking into the matter and will be in touch by Tuesday with an update.

Let's see what Tuesday brings

I'll let you know and thanks both again for the contact details

AmAtoL · 17 Sep 2011 at 16:44

Slyman2k4 said:
Anyone been having any issues regarding ping increase or a drop in performance lately?

Last weekend (could have been before and I simply didnt notice) my pings had increased from 22ms to about 34-48 and my speed had dropped from 4.4MB/s solid to 3.3MB/s.

Speeds have been fluxuating from 24-28mb and my profile dropped from 37000k to 27000k after I stupidly rebooted the modem thinking that would unstick the ping.

I am considering contacting them, as it's below the 31.3/6.6 they guaranteed on the phone. But then I remember the hoops I had to dance through with Aquiss years ago which got me nowhere.

It's not below the technical lower limit where it's regarded as a "proper" fault unfortunately.
This happened to me a few weeks ago, and no matter what the "wait for profile to reset itself" people said, it doesn't. It DLM's itself down but very rarely does it realise that it can go back to full speed.
Many calls to India and a lot of emails to the Mods on the BT Forums and eventually after 6 weeks I got my line reset. OR Engineer had to attend and request a reset which is incredibly difficult to get done.
Great while it's working, not so hot if your ip profile is lowered with the attending interleaving and therefore higher pings.

MagicUK · 17 Sep 2011 at 17:19

storm45 said:
same happened to me! it was 30 Sept before and now its gone to December. Going to get Virgin 50mb for sure now

Well maybe in that time sky might release some details on fttc offering. I'd rather be with sky tbh but bt infinity it will be if that's the only offering!

Nightglow · 17 Sep 2011 at 17:57

MagicUK: I do hope Sky decide on a date for FTTC soon, as my exchange has been enabled since last week, several months ahead of schedule, currently with Be, but I have given up with Be with regards to their FTTC plans.

Looking to jump ship, but I don't like BT's 18 months contract.

Slyman2k4 · 17 Sep 2011 at 18:18

nayan89 said:
Hi mate check your trust I've given you the email to the CEO's PA. She was very quick to deal with issues I had and it's UK based.

Thank you very much nayan89! I've opened a support ticket through BT community as advised by someone on there. If I don't get anywhere with that, I'll give that e-mail address a shot. Thanks again!

fluff said:
The line re-synced and DLM turned on interleaving to increase stability. Nothing unusual or abnormal. Your speed is well above Fault Threshold Rate. Wait for the IP profile to rise.

It hasn't budged for a week though unfortunately. And this happened out of nowhere with a solid 37.5mbit up until this point

AmAtoL said:
...

All I can do is try and hope for the best.

KIA · 17 Sep 2011 at 21:00

Slyman2k4 said:
It hasn't budged for a week though unfortunately. And this happened out of nowhere with a solid 37.5mbit up until this point

You might need to wait longer. Has it re-synced since the profile dropped?

AmAtoL · 17 Sep 2011 at 22:50

Slyman, if you haven't already done so register on the BT Forums, there you will find instructions on how to go about contacting the Mods who will help with sorting out an engineer visit.

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

It can be a long process, but they are trying to get access to the tools needed for resetting the profiles.
You will need to be proactive on this, trust me, although it has been known to be sorted quickly by OR on occasion, one thing is for sure it won't sort itself.

I know :confused:

DirtyJester · 19 Sep 2011 at 08:58

Ok Monday is upon us all and I'm sitting here wondering how many minutes past nine is my phone is gonna ring .... watch this space

Verbium · 19 Sep 2011 at 09:06

Has anyone had any big issues with throttling at the weekend with spotify? It stopped working on Saturday night for me but is now fine peak times are over.

DirtyJester · 19 Sep 2011 at 14:10

Mr Sniper said:
Has anyone had any big issues with throttling at the weekend with spotify? It stopped working on Saturday night for me but is now fine peak times are over.

Don't have it as yet :rolleyes:

but I would have thought the weekend was off peak :confused:

DirtyJester said:
Ok Monday is upon us all and I'm sitting here wondering how many minutes past nine is my phone is gonna ring .... watch this space

Still no phonecall or email only contact I've had is the bill via post for signing up to 12 months line rental (dated 24th August) ... unreal !

Update:

LOL phone rang three times, just grabbed it and line dead.... oh look BT number. Now I await email.

Another update:

email:

Just a quick update. Unfortunately your order is still suck in our suppliers systems. We've had to report an internal fault and this has a resolved by date of 22/09/11.

I'm very sorry for the continued delay and want to thank you for your patience.

I'll be back in touch on 22/09/11 with another update. If you need to speak with me feel free to call.

LOL shaking head.... this is the date that I've told them on the phone and via email on numerous occasions I will be at work. I've just figured out why its called infinity .. yip you guessed it ... it takes that long to get it installed ! Oh and I cut and paste the email that aint my typo ... but she sure got it right !

roderz88 · 19 Sep 2011 at 20:13

AmAtoL said:
It's not below the technical lower limit where it's regarded as a "proper" fault unfortunately.
This happened to me a few weeks ago, and no matter what the "wait for profile to reset itself" people said, it doesn't. It DLM's itself down but very rarely does it realise that it can go back to full speed.
Many calls to India and a lot of emails to the Mods on the BT Forums and eventually after 6 weeks I got my line reset. OR Engineer had to attend and request a reset which is incredibly difficult to get done.
Great while it's working, not so hot if your ip profile is lowered with the attending interleaving and therefore higher pings.

This is exactly whats happening with me. I had our profile reset a month ago but I noticed our speeds were gradually dropping untill it got as low as 9Mbps for downloads. Our ping also increased. I have had an engineer round today and he got our profile reset and my download speeds have been around the 30Mbps speed (I am wireless so that is why its not the full 37Mbps) However our connection keeps dropping out. This just shows that BTs network cannot handle this sort of bandwidth, at least in my area anyway.

cp88 · 19 Sep 2011 at 21:16

Clearly a line fault..

roderz88 · 19 Sep 2011 at 22:24

cp88 said:
Clearly a line fault..

Possibly, but the engineer did some 5 minute test on the line and said there were no errors. Was I lied to or something ??

KIA · 19 Sep 2011 at 22:49

roderz88 said:
However our connection keeps dropping out. This just shows that BTs network cannot handle this sort of bandwidth, at least in my area anyway.

Connection dropping out has nothing to do with lack of bandwidth.

roderz88 · 19 Sep 2011 at 23:02

fluff said:
Connection dropping out has nothing to do with lack of bandwidth.

Yeah but maybe our line cannot cope with the bandwidth im getting.

To everyone else, is it normal for drop outs to occur after a profile reset.

AmAtoL · 19 Sep 2011 at 23:42

No roderz it's not normal for drop outs to occur after a reset, mine has only dropped once in 4 months then it came back. It was during my "low profile" period too.
You could try ditching the HH3 for a cable router capable of PPOE, many have done this and found drop outs to be reduced or even banished.

Just to add, Infinity has been very poor for me these last few days on BC2 :/