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Definia
Beginner
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Message 1 of 3

BT Infinity 1 Extremely Low Speeds and CS sending me in circles

3 weeks ago we started having a bunch of problems with our Smart Hub, Broadband TV (HD Channels, Sports Channels and other Subscription Channels) and our Internet Connection, our Smart Hub wouldn't connect to the internet and have a constant flashing purple light. Now the Smart Hub seems to be fine (been up for 3 days without going down) we get the Sports Channels and Subscription Channels, however the HD channels (BBC 1 HD etc) constantly stutters and pixelates then ultimately freezes, and our internet speeds are probably slower than the dial up days. Now we have ran every diagnostic in the book, been on to CS more times than i can count, been given 3 seperate engineer call out appointments and has only shown up once and when he did, he told us the problem was with the box or exchange and that he would need to get an "expert" team to fix it as he couldn't and we would be contacted, we have yet to be contacted (this was 2 weeks ago). On Sunday there i was on the phone to CS and they finally acknowledged after telling them a million times that we were having a  problem with our internet and the line. He said they would monitor our line to the exchange and we would be contacted by the network team in 24-48 hours. Well it's now over 72 hours later and no phone call.

 

It's an absolute shambles and i'm honestly out of ideas, no point in phoning CS as they will tell me what they have for the past 3 weeks, so you here is my only hope.

 

ETA: 40mbps Down / 10mbps Up was the internet speed we got after BT Infinity was installed.

 

Product name: BT Hub 6A
Serial number: +084319+NQ62582474
Firmware version: SG4B100021F4
Firmware updated: 22/06/16
Board version: 1.0
Gui version: 1.28.3
DSL uptime: 2 Days, 22 Hours 18 Minutes 51 Seconds
Data rate: 6.00 kbps / 5.80 kbps
Maximum data rate: 5999 / 37076
Noise margin: 8.2 / 21.3
Line attenuation: 22.1
Signal attenuation:
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path
Data sent / received: 3194 MB Uploaded / 3584 MB Downloaded
Broadband username: bthomehub@btbroadband.com

 

Broadband Availibility checker: https://i.gyazo.com/79ce28a0ae48cabd5a82e0b264e5b7f9.png

 

BT Wholesale Test: https://i.gyazo.com/68651cb98acb30d765841462a2a0f1bd.png

BT Wholesale Surther Diagnostics: https://i.gyazo.com/878a6baca448785878b41ac7425a25e4.png

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2 REPLIES 2
Definia
Beginner
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Message 2 of 3

Re: BT Infinity 1 Extremely Low Speeds and CS sending me in circles

Bump
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Definia
Beginner
383 Views
Message 3 of 3

Re: BT Infinity 1 Extremely Low Speeds and CS sending me in circles

Bump, can no one help?
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