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mackemmattsafc
Aspiring Contributor
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Message 1 of 19

BT Infinity Issues - Slower than standard broadband?????

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Man Sad

Can anyone help or give me some assurances that things will improve?

I have been with BT since 25th Feb on an infinity line that tests at 38Mbps downstream.  My old broadband connection was at a minimum of about 5.8Mbps.  Why is it then that my brand new, fibre optic, all singing , all dancing, more expensive BT Infinity connection is only giving me 2Mbps?!?!?!

This speed was checked with BT's own speed tester, my MAC is on a wired connection to the hub and the test was carried out at an off peak time (11.20am on a Wednesday) and yet, I could get a faster connection with a piece of string and 2 **bleep** cups!

Please, please, please tell me this is a blip and something that can be easily sorted by calling someone at BT?  If so, please can someone let me have a number to call as the tech services guy I just spoke to seemed to think that 2 Mbps on an Infinity connection was good!!!

Any help would be MASSIVELY appreciated.

Cheers.

Smiley Mad

 

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Distinguished Sage
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Message 2 of 19

Re: BT Infinity Issues - Slower than standard broadband?????

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what sort of connection speed did you have when the engineer was at your home installing the equipment?



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mackemmattsafc
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Message 3 of 19

Re: BT Infinity Issues - Slower than standard broadband?????

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on his line test (direct into the socket) he got 33.2Mbps and on a on-linee speed test on the MAC I got 26.9Mbps!

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Message 4 of 19

Re: BT Infinity Issues - Slower than standard broadband?????

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is it possible for you to run btpeedtester and post the results?  at least we know the connection to your home was ok when the engineer was there



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mackemmattsafc
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Message 5 of 19

Re: BT Infinity Issues - Slower than standard broadband?????

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have tried to run another one (the muppet at BT technical support asked me to run one about 2 hours ago) and I got the following message:

 

null

You appear to be logged in as bthomehub@btbroadband.com. In order to run the next test you must login as speedtest@speedtest_domain.

Please wait while you are redirected..

 

Any ideas how to rectify this on a MAC???

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Message 6 of 19

Re: BT Infinity Issues - Slower than standard broadband?????

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is that using this  http://speedtester.bt.com/



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mackemmattsafc
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Message 7 of 19

Re: BT Infinity Issues - Slower than standard broadband?????

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Yeah.

 

I shut down and re started the browser and then the MAC and it has now let me do it!

 

Results are:

 

FAQ

Results Image not loaded

Test1 comprises of two tests

1. Best Effort Test:  -provides background information.

Download Speed
3281 Kbps
  
0 Kbps38717 Kbps
Max Achievable Speed
> Download speedachieved during the test was - 3281 Kbps
 For your connection, the acceptable range of speedsis 12000-38717 Kbps .
 Additional Information:
 IP Profile for your line is -38717 Kbps

2. Upstream Test:  -provides background information.

Upload Speed
1582 Kbps
  
0 Kbps2000 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 1582 Kbps
 Additional Information:
 Upstream Rate IP profile on your line is - 2000 Kbps


This test was not conclusive and further testing is required.This might be useful for your ISP to investigate the fault.

 

Any suggestions???

 

 

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Distinguished Sage
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Message 8 of 19

Re: BT Infinity Issues - Slower than standard broadband?????

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well you have a 38mb connection (green with envy) but your throughput/download is only 3.2mb.  check your exchange here for problems  http://usertools.plus.net/exchanges/mso.php

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

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

 

if there are no problems shown then you need mod assistance.  just fill this out  http://bt.custhelp.com/app/contact_email/c/4951



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mackemmattsafc
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Message 9 of 19

Re: BT Infinity Issues - Slower than standard broadband?????

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have checked the exchanges and they are all clear so will fire off the form and keep my fingers crossed that I haven't wasted a lot of time and money by moving to BT.

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Message 10 of 19

Re: BT Infinity Issues - Slower than standard broadband?????

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your speed will be sorted and you will have a download the envy of the majority on the forum membersSmiley Wink



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