cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
stiel
Beginner
1,194 Views
Message 1 of 18

BT Infinity 2 at new home not delivering promised speed

Hi,

 

I had my 76Mb Infinity 2 moved to my new place since mid August and was promised a speed somewhere between 42-52Mbps. Since day 1 the speed has been below 40 Mbps. I've had 2 on site engineer visits already. The first engineer changed the main socket wiring which doubled my upload speed but download speed remains below 40 Mbps. Since his line test was clear he was thinking that my line may have the slower profile applied and suggested that BT should apply the 80Mbit profile. I've tried to address this a couple of times with the helpdesk and they send out an engineer again but without any results.

 

Output from the broafband checker:

 

BT BROADBAND AVAILABILITY CHECKER

Telephone Number on Exchange EAST LEAKE is served by Cabinet 6

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

WBC FTTC 18x2 Provide Availability

WBC FTTC 18x2 Sim Availability

Left in Jumper

 

High

Low

High

Low

      

VDSL Range A (Clean)

69.4

51.2

20

14.1

44.6

Available

--

--

--

--

VDSL Range B (Impacted)

55

32.2

17.1

7.7

25

Available

--

--

--

--

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTP Availability Date

    

FTTP on Demand

330

30

--

Available

--

--

--

--

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

   

Left in Jumper

WBC ADSL 2+

Up to 11

--

6.5 to 15

Available

--

--

--

--

WBC ADSL 2+ Annex M

Up to 11

Up to 1

6.5 to 15

Available

--

--

--

--

ADSL Max

Up to 6

--

5 to 8

Available

--

--

--

--

WBC Fixed Rate

2

--

--

Available

--

--

--

--

Fixed Rate

2

--

--

Available

--

--

--

--

Other Offerings

   

Availability Date

    

VDSL Multicast

--

--

--

Available

--

--

--

--

ADSL Multicast

--

--

--

Available

--

--

--

--

Premise environment

Status

        

Bridge Tap

N

       

VRI

N

       

NTEFaceplate

N

       

Last Test Date

18-01-1970

       

 

 Output from the SmartHub:

 

smarthub.PNG

 

Hopefully my download speed can be increased.

 

Kind regards,

Sander

0 Ratings
17 REPLIES 17
XRaySpeX
Recognised Expert
1,162 Views
Message 2 of 18

Re: BT Infinity 2 at new home not delivering promised speed

If you were promised a speed somewhere between 42-52Mbps, it's not worth being on Infinity 2.

___________________________________________________________________________
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on left hand side
0 Ratings
DavidM
Moderator
Moderator
1,153 Views
Message 3 of 18

Re: BT Infinity 2 at new home not delivering promised speed

Hi @stiel and welcome.

 

Can you please try running the speed test including the further diagnostics and post the results?

 

Cheers

 

David

0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
1,143 Views
Message 4 of 18

Re: BT Infinity 2 at new home not delivering promised speed

your attainable speed from router stats is 45mb and that will be the same regardless of package



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
XRaySpeX
Recognised Expert
1,126 Views
Message 5 of 18

Re: BT Infinity 2 at new home not delivering promised speed


@imjollywrote:

your attainable speed from router stats is 45mb and that will be the same


Not always! How many times do we see diff max. speeds from same connection at diff times? It's not set in stone!

___________________________________________________________________________
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on left hand side
0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
1,116 Views
Message 6 of 18

Re: BT Infinity 2 at new home not delivering promised speed


@XRaySpeX wrote:

@imjollywrote:

your attainable speed from router stats is 45mb and that will be the same


Not always! How many times do we see diff max. speeds from same connection at diff times? It's not set in stone!


 

the max attainable speed is not controlled by being on infinity 1 or 2.  it may vary at times, mine does, but that has nothing to do with the infinity package



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
XRaySpeX
Recognised Expert
1,095 Views
Message 7 of 18

Re: BT Infinity 2 at new home not delivering promised speed

I would say Max. Speed is independent of the Infinities, as you can't say it won't change when you switch between them.

___________________________________________________________________________
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on left hand side
0 Ratings
stiel
Beginner
1,041 Views
Message 8 of 18

Re: BT Infinity 2 at new home not delivering promised speed

bt speed 1.pngbt speed 2.PNG

0 Ratings
DavidM
Moderator
Moderator
1,036 Views
Message 9 of 18

Re: BT Infinity 2 at new home not delivering promised speed

Thanks for posting the results @stiel. Do you happen to know what your point of sale speed was? It would have been in your order confirmation.

 

Cheers

 

David

0 Ratings
stiel
Beginner
1,030 Views
Message 10 of 18

Re: BT Infinity 2 at new home not delivering promised speed

Hi David,

 

My order confirmation states the following:

 

We estimate your download speed will be between 48Mb and 65Mb, and your upload speed will be between 12Mb and 18Mb.      The minimum guaranteed speed you can expect from your broadband will be 41Mb.                                   

 

If there's no improvement in speed I plan to cancel the contract because I'm paying for the 76Mbps line.

 

Regards,

Sander

0 Ratings