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PJ-C
Aspiring Contributor
475 Views
Message 1 of 11

BT Infinity Slow speeds (Profile Issue??)

Hi Guys,

 

Been having huge issues with our connection over the past few weeks sub 15mb. The speed gradually seems to be falling and pings are extremely high (300-400). I have replaced hub as I initially thought that was the issue. (Cisco EA6500)

 

Having spoke to technical support they thought it was a ip profile issue. I have asked on multiple occasions for this to be reset but im pretty sure this hasten been done.

 

The second issue is we are on the faster total broadband service as we where initially getting the sub 15mb fault threshold. It turns out we are actually getting 35mb. The problem is the upload is capped to 2mb. Can this cap be removed as I used vpn to work a lot and this would really help.

 

If anybody can point me in the right direction it would be much appreciated.

 

Service: BT Faster total Broadband (35mb)

Modem: Openreach HCI Branded

Router: Cisco EA6500

 

Many thanks in advance.

Patrick

 

 

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10 REPLIES 10
Ratty2012
Recognised Expert
471 Views
Message 2 of 11

Re: BT Infinity Slow speeds (Profile Issue??)

Sounds to me like there is a fault with the wiring somewhere between you and the cabinet. It might be a bad joint or water has got into a duct somewhere.

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PJ-C
Aspiring Contributor
464 Views
Message 3 of 11

Re: BT Infinity Slow speeds (Profile Issue??)

Hi Ratty2012,

 

I sort of thought there was an issue but speaking to bt is like pulling hen's teeth! they really don't want to know. We are quite rural and all cables are over head but a proportion is underground. The cabinet is quite new and I don't think there are many users on it yet.

 

Thanks

Patrick 

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Guru
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Message 4 of 11

Re: BT Infinity Slow speeds (Profile Issue??)

We need to see your IP Profile, follow these steps to get it.

 

1. Go to www.speedtester.bt.com
2. Click on ADSL & FTTC (Fibre to the cabinet) diagnostics)
3. Enter your telephone number, leave service ID blank (not required)
4. Click submit, confirm your telephone number when prompted
5. Let it test your broadband connection
6. Copy the download and upload results including the IP Profiles for both

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PJ-C
Aspiring Contributor
443 Views
Message 5 of 11

Re: BT Infinity Slow speeds (Profile Issue??)

Hi Ryan704,

 

Here you go just run this now via gig ethernet port into back of router, i have done this previously but showed (ip profile for your line is 35mb)

 

Untitled.jpg

 

 

Many Thanks

Patrick 

 

 

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Guru
425 Views
Message 6 of 11

Re: BT Infinity Slow speeds (Profile Issue??)

Okie, you've been capped. 

 

Should be easy for the moderators to get sorted, contact them here. This is different from BT India.

 

Mod contact link: https://bt.custhelp.com/app/contact_email/c/4951

 

Also, as it's Faster Totalbroadband. What speed estimate were you given and what are the max speeds for that package? I'm assuming they're the same as Infinity 2.

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PJ-C
Aspiring Contributor
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Message 7 of 11

Re: BT Infinity Slow speeds (Profile Issue??)

Hi ryant704,

 

Yes initally i was quoted 13.5 download and 1mb upload but i knew these where way out. Im pretty sure the max upload is upto 79mb but the upload is capped to 2mb.

 

I was initally getting 35mb but its just got slower and slower over the past 6 weeks. Ill drop the mod's a message and hopefully they can sort.

 

Many Thanks

Patrick 

 

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Ratty2012
Recognised Expert
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Message 8 of 11

Re: BT Infinity Slow speeds (Profile Issue??)


@ryant704 wrote:

Okie, you've been capped. 

 

Should be easy for the moderators to get sorted, contact them here. This is different from BT India.

 

Mod contact link: https://bt.custhelp.com/app/contact_email/c/4951

 

Also, as it's Faster Totalbroadband. What speed estimate were you given and what are the max speeds for that package? I'm assuming they're the same as Infinity 2.


It has not been capped. See this thread for more details of what Faster Totalbroadband is: http://community.bt.com/t5/BT-Infinity/Infinity-Faster-Total-Broadband/td-p/248357

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PJ-C
Aspiring Contributor
366 Views
Message 9 of 11

Re: BT Infinity Slow speeds (Profile Issue??)

Hi Ratty2012,

 

Yeah totally agree, the download is not capped but the upload is (2mb) i think.

 

I have submitted a request to the monds this monring. Do they normally take long to get back?

 

Many thanks for all your help.

 

Patrick

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Guru
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Message 10 of 11

Re: BT Infinity Slow speeds (Profile Issue??)

I was talking about the upload, maybe the word capped is wrong limited?

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