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Newbie
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Message 1 of 11

BT Infinity 1 Slow

Hi, 

 

We have been experiencing a really slow connection for months now and are just about fed up with the service. 

 

I have included the speed test result below.

 

Download speed: 18.24

Upload Speed:3.41

Ping: 34.88

 

 

Is there anything we can do to increase the speed?

 

Thanks,

Will 

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Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: BT Infinity 1 Slow

You need to give more information than that other wise there is no way of knowing what you should potentially be getting.

 

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

and use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

http://speedtest.btwholesale.com/

If you have a Homehub 5 can you also post the stats from 1-12 by logging onto the Homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

Also give the details of what BT said would be your minimum guaranteed speed.

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Message 3 of 11

Re: BT Infinity 1 Slow

 
BT BROADBAND AVAILABILITY CHECKER
Telephone Number  on Exchange RETFORD is served by Cabinet 19

 

download1.png


 

 

 

 

WBC SOGEA is currently not available on this cabinet due to following reasons:- Sorry your cabinet is temporarily unavailable, capacity will be restored as soon as possible.

 

For all ADSL and WBC Fibre to the Cabinet (FTTC or WBC SOGEA) services, the stable line rate will be determined during the first 10 days of service usage.

 

This line has jumpers in place.

For FTTC Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.

 

Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 30-Nov-2012; the Formal Retirement date for IPstream is from 30-Jun-2014.

If the End User wishes to migrate from their current Broadband supplier they will need to contact the Broadband supplier they want to take service from to arrange for the service to be migrated.

 

Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service.

 

Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number check.

Thank you for your interest

 

 

 

.

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Message 4 of 11

Re: BT Infinity 1 Slow

download.png

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Message 5 of 11

Re: BT Infinity 1 Slow

Hi

 

Please see the above screen shots. 

 

As for the minimum guaranteed speed we have just been speaking to someone on live chat and they said BT wouldn't give a guaranteed speed. 

 

They also couldn't help is at all! 

 

Thanks,

Will 

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Message 6 of 11

Re: BT Infinity 1 Slow

Can you post the stats from helpdesk in troubleshooting

 

from the initial speedtest results your connection speed was within estimated speed from the checker

 

are you using the test socket with a new filter?



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Message 7 of 11

Re: BT Infinity 1 Slow

I'm not sure about the test socket, I do know BT installed a brand new socket with a filter built in if this helps.

 

1. Product name:BT Home Hub
2. Serial number:+068343+NQ42810950
3. Firmware version:Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 06/07/15
4. Board version:BT Hub 5A
5. DSL uptime:3 days, 19:13:37
6. Data rate:3863 / 19998
7. Maximum data rate:3907 / 22242
8. Noise margin:6.2 / 7.4
9. Line attenuation:29.9 / 29.0
10. Signal attenuation:29.8 / 25.4
11. Data sent/received:1.2 GB / 22.3 GB
12. Broadband username:bthomehub@btbroadband.com

 

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Message 8 of 11

Re: BT Infinity 1 Slow

So from stats you are within the estimated speed and if noise margin reduced down to normal 6db that would get connection speed nearer attainable



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Message 9 of 11

Re: BT Infinity 1 Slow

So is there anything you could advise?

 

Even loading these simple webpages is taking 20-30 seconds.

 

Thanks,

Will 

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Message 10 of 11

Re: BT Infinity 1 Slow

Was btspeedtester doneusing an Ethernet connection?

 

any exchange problems listed. http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

http://community.plus.net/exchange-information/



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