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Aspiring Contributor
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Message 1 of 17

BT Infinity Slow Speed

Hi. I've just upgraded from ADSL to Infinity 2 (76Mb), with a supposed guaranteed min speed of 50Mb. Was getting approx 17Mb before the swop, now only slightly increased to 24Mb. Got 2 sons who play online games and was advised Infinity 2 with the new Hub 6 would be my best option. Have done numerous speed tests. After the BT Wholesale test gave maximum achievable speed of 24, was told by BT that an Engineer would now be required for home visit. BT rang 3/10 to say no engineer visit required as fault would be fixed remotely. Come home today to find engineer did call, found no fault, but told my son there was no way I was going to get Infinity 2 speed. Line is on a Market A Exchange and that I would need to change current 80 40 circuit to a 40 20 circuit. I've no idea what all this means. Please advise.  Thanks

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16 REPLIES 16
Distinguished Sage
Distinguished Sage
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Message 2 of 17

Re: BT Infinity Slow Speed

There are no different circuits so the engineer was talking rubbish.

 

You will only get the maximum speed that your line can support regardless of what package you are on. If you were only guaranteed the speed of 50Mbps there would have been no point in you getting Infinity 2. Infinity 1 had a maximum speed of 52Mbps so that would have been more realistic for your line.

 

In order to see what you can get and to see if there is problem with your line 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 scroll down the page and 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 the Smart Hub, (Homehub 6) can you go to hub manager then advanced then technical log and post the stats. http://bthomehub.home/

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

 

 

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Aspiring Contributor
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Message 3 of 17

Re: BT Infinity Slow Speed

bt.PNGbt line.PNG

 

Product name:

BT Hub 6A

Serial number:

+084319+NQ71742736

Firmware version:

SG4B1000B316

Firmware updated:

03-Sep-2017

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 6 Hours 45 Minutes 43 Seconds

Data rate:

5.52 Mbps / 25.04 Mbps

Maximum data rate:

5524 / 30023

Noise margin:

6.1 dB / 6.2 dB

Line attenuation:

28.9 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

289 MB Uploaded / 4195 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-HPSR

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-HPSR

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

F4:6B:EF:49:E7:13

Software variant:

-

Boot loader:

7.33.1

 

-----------------------------------------------------------------------------------------------------------------------------------------------------

No noise on phone line.

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Recognised Expert
768 Views
Message 4 of 17

Re: BT Infinity Slow Speed

There's something wrong there. You are getting even slower than the Downstream Handback Threshold even for an Impacted line. BT needs to investigate this.

 

Try plugging your router into the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets? Are there any wires connected to back of faceplate?

Post the router stats when plugged into test socket.

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Aspiring Contributor
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Message 5 of 17

Re: BT Infinity Slow Speed

The fitted master socket is the Openreach Mk4 Mastersocket 5c. So no screws and not the type you have referred to.
I'm not very IT savvy, but thought if I had some info to throw back at BT, they should be able to sort it. The engineer told my son that by changing to this "better" 40 20 circuit, we would get fast speeds but not pay as much ??
If my line does not support Infinity 2 speeds (clearly it doesn't at present) and even if they look into what you have suggested, still doesn't, should I ask to move back to ADSL or Infinity 1 ?? 

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Distinguished Sage
Distinguished Sage
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Message 6 of 17

Re: BT Infinity Slow Speed

You should move onto Infinity 1. Infinity 1 has recently been upgraded so in the event your line can support more speed than 52Mbps you will get the faster speed up to 76Mbps which is what Infinity 2 delivers. In effect you will get the best your line can offer at Infinity 1 prices.

 

You need to report a fault to BT and tell them you are not getting your minimum guaranteed speed or the speeds shown on the BT estimator.

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Recognised Expert
688 Views
Message 7 of 17

Re: BT Infinity Slow Speed


@KarenM wrote:

The fitted master socket is the Openreach Mk4 Mastersocket 5c. So no screws


You just remove the front cover by pressing the clips on either side and gently pulling the plate forward to get to test socket. See 2nd half of Linebox NTE5C User instructions - Openreach

 

You have 2 issues:

1. You cannot get Infinity 2 speeds & so should be on Infinity 1.

2. You are getting speeds far slower than you should. The above is to help diagnose that.

 

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Aspiring Contributor
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Message 8 of 17

Re: BT Infinity Slow Speed

Just as an update, contacted BT, usual runaround from one dept to the next. I told them what you said regarding my line unable to support the min guaranteed speed. Also quoted what you said about Downstream Handback Threshold. After checking engineer's report, he had commented that we live 1500m away and so would never get the Infinity 2 speed. Max would be 32, but realistically line speed will be 24Mbps. Several apologies given, then she said she'd refund what I had been charged to date and credit my account. She has made out a form and will send to a Specialist Complaints Team who will contact me to see what will happen next.
Expect to hear from them by end of week, probably to transfer to Infinity 1. I got the current package for £25pm(plus linechgs), lets see what they offer !
Thanks for your help and I will get back with the outcome .

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Moderator
Moderator
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Message 9 of 17

Re: BT Infinity Slow Speed

Hi @KarenM and thanks for posting.

 

I'm sorry you've had so many problems with BT. If you don't get your promised call back please drop me over an email with your details and I'll be happy to help. You'll get the contact the moderators link in my profile.

 

Cheers

 

David

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Aspiring Contributor
629 Views
Message 10 of 17

Re: BT Infinity Slow Speed

Will do David. Thanks.   If only all BT could be as helpful !

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