Folks I am posting this on behalf of my brother, who has no internet & is at the end of his tether with BT

He was previously on BT Superfast BB, around 12 Mbps (he lives in a rural location and BT is the only show in town, he previously had satellite broadband). BT contacted him in June to ask him if he wants to upgrade to Infinity with target speed 20-30 Mbps, as it had finally reached his area.

He agreed and they provisioned the connection. After 2 weeks he contacted them to say the speed was only 7Mbps, they then informed him that was the best available as he was 10km from exchange via Cabinet 3, which is 2 miles from his house.

They said the only course of action was to downgrade to copper. He agreed however when the engineer came out he said he couldn't go back to his original connection speed as the connection wasn't available. Therefore he is worse off than when he started. The engineer said if he went via Cabinet 8, which is a new cabinet, and is 1 mile from his house, he could get 26 Mbps. He tested this at his house.

All sounds straightforward however BT have said they can only reorder the Infinity but cannot specify which cabinet it goes through so he may be connected back to Cabinet 3 (bad) or it may be Cabinet 8 (good), it is down to Openreach and is the luck of the draw !

So he has had no internet for 3 weeks and nobody at BT is helping. Oh and they told him to contact Openreach himself, when I went to their page it states in bold that you must contact your provider with your issue, who will then raise it with Openreach

Any advice? Appreciated and thanks

One is tempted to ask how the Openreach engineer managed to test a connection at cabinet 8 when the line is connected to cabinet 3. I very much doubt that he went to both cabinets and unhooked it from cabinet 3 and connected it at cabinet 8 as that would involve rather more than just connecting a couple of wires up.

That even assumes that the line goes anywhere near cabinet 8 in the first place and that cabinet 8 is Infinity enabled. If his line predates the installation of cabinet 8 then it is very possible that it does not go via that cabinet.

He would have to get an entirely new line installed in that instance.

Write a letter to Sir Michael Rake, Chairman, British Telecommunications plc, 1 Newgate Street, London EC1A 7AJ.

This works every time because, in the UK, a company's Chairman is responsible for the company's governance and so they always have a trouble-shooting team attached to the Chairman's office.

You cant change cabinets in this way the line from your house would need completely changing

BT engineers sometimes just say what you want to hear.

it sounds like the fibre cabinet is full what did the estimates say when you ordered