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Aspiring Contributor
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Message 1 of 15

BT Infinity Speed.... Dropping

Last week I had to have the white modem exchanged because the one I was using decided to stop working and I could smell burning from it.  I got a new white modem and since then I have had nothing, but speed issues.  It is only happening on a night where my speed just drops.

 

Before the exchange of the white modem I was getting 76 meg download wired and 46 meg wireless

 

Now I am lucky if I get 15 meg download wired and 10 meg wireless.  I have also noticed that the ping rate has increased from 10 - 20ms up to 40 - 55ms.

 

I have tried twice to get this problem sorted out with customer services and both times I have had the phone put down on me when I try and explain the problem.  I have also fired off an e-mail to the CEO about this as well, but it is getting beyond a joke the service I have recieved from customer services and now I am wondering what the hell am I paying for if this is the service I get all the time.

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14 REPLIES 14
Recognised Expert
640 Views
Message 2 of 15

Re: BT Infinity Speed.... Dropping

Please could you post your current download and upload profiles.

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Aspiring Contributor
630 Views
Message 3 of 15

Re: BT Infinity Speed.... Dropping

Here is what I am getting on BBmax speedtest

 

http://www.speedtest.bbmax.co.uk/results.php?t=1357169935&v=18328692

 

 

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Moderator-Retired
592 Views
Message 4 of 15

Re: BT Infinity Speed.... Dropping

Hi micksea173,

 

It can take a while for the speed to settle on the new modem but I'll be happy to have a look over your connection and see whats up.

 

Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.

Thx

Craig

BTCare Community Mod

If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.

We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.

If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
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Aspiring Contributor
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Message 5 of 15

Re: BT Infinity Speed.... Dropping

 

 Friday Night 2238

 

Speedtest using wired BT Home Hub 3.   Using the Gige Lan 4 slot and the speedtest.btwholesale.com website

 

Download 15.42 Upload 14.52 ping 29.50

 

 

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Sage
527 Views
Message 6 of 15

Re: BT Infinity Speed.... Dropping


@micksea173 wrote:

Friday Night 2212

 

 


Useful post!

The mods contact link is below.

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Guru
525 Views
Message 7 of 15

Re: BT Infinity Speed.... Dropping


@pippincp wrote:

@micksea173 wrote:

Friday Night 2212

 

 


Useful post!

The mods contact link is below.


I'm guessing he tried to add a picture or something 😄

If this helped you please click the Star beside my name.

If this answered your question please click "Mark as Accepted Solution" below.
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Aspiring Contributor
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Message 8 of 15

Re: BT Infinity Speed.... Dropping

Last night when I did another speed test at 2100

 

Same as Friday night...

 

Download 11.22

upload 15.94

ping 41.00

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Recognised Expert
465 Views
Message 9 of 15

Re: BT Infinity Speed.... Dropping


@micksea173 wrote:

Last night when I did another speed test at 2100

 

Same as Friday night...

 

Download 11.22

upload 15.94

ping 41.00


Please could you post a wired speed test from the link: http://www.speedtester.bt.com/

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Aspiring Contributor
433 Views
Message 10 of 15

Re: BT Infinity Speed.... Dropping

Those test have been done wired using the speedtest.btwholesale.com.  I have been told to use that in the e-mail I recieved from BT customer services.

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