I contacted BT Retentions a couple of weeks ago as my current contract ends early February. Their online offer for a valued customer such as myself is £15/month more than what I'm paying now. I'm currently on Infinity 2. However, as my line was banded last year at 35mbps, it seems pointless renewing on an Infinity 2 product.
The retention team thought differently. They said the minimum speed I should be getting is 34mb, and the max is 46mb. They felt I should try their 'new and improved and mostly UK based' technical team to get the issues resolved. So I agreed to try them. I immediately got put through to India. The expert I spoke with felt I needed a new Home Hub, despite me telling him I didn't use one. He assured me this would fix all my issues. So I agreed to let him send me one.
A week passed and it didn't arrive, so I called BT again, and despite it being on the records they would send one, they actually hadn't. This time the expert I spoke to had me doing various speed tests, all of which came back with speeds around 31/32mbps. He then asked me to reset the modem, and while I was doing that he was going to "clear some congestion from my line". I'm not really sure what this involved, but it took him at least 20 minutes to do it
He advised me that now the 'congestion' had been cleared, it would take 48 hours for things to get back to normal.
I then said to him it was clear the line was banded/capped at 35mbps, the IP profile on the BT speed test was showing 33mb, so I was never going to get speeds in excess of that until the banding was removed. He then went on to explain that my acceptable speed range was 30-33mbps, so actually everything was fine. I said so despite having a speed of 40mbps+ for the past 4 years, the BT speed estimate and retentions team both saying the minimum speed I would get is 34mbps, you're now saying 30mbps in order to avoid doing anything. He disputed this and apparently they're going to call me back in 48 hours to see if the congestion has cleared.
BT Technical seem to be the same as they've always been... impossible to work with! So I'm going to move provider, knowing that in many cases the technical support isn't a lot better - but I'll certainly have a few more £'s in the bank each month!