Bt Infinity Problem

[MichaelZZ]

A friend has told me that her internet - BT Infinity - is "running slowly". When I asked her for more detail she replied that the problem appeared to be to do with her email (BTInternet) and she went on to say that "sometimes things float across the screen, and pop, like a game". Apparently BT have acknowledged that there is a fault but don't seem to be doing anything to fix it.
I have not heard of this sort of thing before (Either the things floating across the screen or BT admitting to a fault!) Can someone please advise me as to what further questions I can usefully ask my friend in order to try to help her.
Thanks

[Tuvok]

How is she getting her email? Thunderbird, Outlook or via the internet (webmail)

[Buenchico]

I can see nothing in your post that points to a problem with BT's service. However I can see a clear suggestion that malware is behind the problem.

Get your friend to download and install the free version of Malwarebytes Anti-Malware:
https://www.malwarebytes.org/free/
(She should take care to ensure that she deselects the pre-selected option to install a free trial of the paid-for 'PRO' version).
She should then run a (so-called) 'quick scan'. (I've written 'so-called' because it usually takes over half an hour to run!).
When it ends she should click on the button to view the results.
She should then ensure that there's a tick placed alongside everything in the list and then click on the button to remove all the entries.

[mikey4444]

BT email has been crap for along time now. Its slow at times and very slow at other times. They say that they migrating away from Yahoo but they has said that for months. And I still can't access my emails properly from within CHROME.

My BT Infinity is marvelous and I have no problems whatsoever...I get 38 mega pixies on a regular basis. But they need to pull their fingers out with BT Mail...its bl**dy abdominal !

[MichaelZZ]

Thanks very much for your input, Buenchico. I had already suggested that she should run MWB but she was a bit hesitant about venturing into the unknown. (Sadly that applies to other things I'm trying to persuade her to do as well ...)
Thanks to your powers of persuasion she has now done what was suggested and her internet is now running normally again.
Thanks again!
(I don't suppose that you could help with my other little problem...!!)