Assistance with poor speeds since switching from Plusnet

[Chrisoldinho]

Hi all,

New BT customer looking for some help.

I was previously with Plusnet, and receiving 37mbit download, and a lowly 2mbit upload.

I recently switched to Infinity 2 (6th June), and have allowed for the initial settling in period.

It was quoted to me by the lady in sales at the time:

Roxy: 49.4Mb download
Roxy: 10.9Mb upload Now 
Roxy: As long as it states that and showns Infinity, the above confirmed speed will be the speed you get with this package

Having run the BT speed test, following the instructions implicitly I am actually getting:-

30Mb download

5.6Mb upload

I get similar speeds from other independant speed test sites.

It's clear to me something is wrong, either my IP profile is capped in the region of 30Mb or this is all my line can accept once my upload speed is increased, can someone investigate this please as the 49.4 originally quoted is clearly not being received? Evidently from previous fibre usage with a different supplier my line is capable of at least 37Mb download and I presumed that Inifinty 2 would push this further, which is the reason I switched.

Many thanks for any assistance,

Chris.

[StuartH]

Hi Chrisoldinho

Welcome to the forums.

Have you reset both the Home Hub and Openreach modem? If you still experience the slower speeds send us an email using the contact us form in my profile.

You can click on this link in the section 'About Me'.

Thanks

Stuart

[Chrisoldinho]

Hi Stuart,

Apologies for the delayed response, I have been working away. Yes I have reset both, seems to have made no difference unfortunately.

I can see a ticket has been opened on my account regarding my broadband issue, I presume this was raised in response to the contact us form I filled in (the one you suggested).

I will follow the updates posted there, do not hesitate to get in touch with me should this be required.

Best regards,

Chris.

[Chrisoldinho]

Hi,

I have responded via email to incident xxxxxx-xxxxxx (forum.moderation.team@bt.com), I presume this is ok?

Regards,

Chris.

[Longway]

Just a quick question, how do you "reset" the modem?

[Bullitt]

pull the power plug out and put it back in again

[Longway]

Thanks, should you wait for a certain period before powering it back up or should you do this as quickly as possible.

[Bullitt]

theres no rush but no need to wait
count to 5 maybe

[Longway]

Thanks.

[StephanieG]

Hi Chris,

Yes that's fine 🙂

Stephanie