I was waiting for Infinity slot for over a year and mid July I've got a message that I can finally get it. I upgraded the service, new smart hub came. Activation was supposed to be on 1st of August. In the morning I received message from BT that everything is ready and I'm activated now. I connected new hub. Today is 2nd of August and I am still on old internet package, 16Mbit and 1Mbit upload. When I go to myBT it shows me reported fault on 31 July, when I click on it there are no faults to show. This company again proves to me that it deserves no respect for lack of professionalism and makes some nasty jokes out of my money.
Thanks for your post and welcome back!
Sorry for the problems you're having with your BT Infinity order. I can appreciate waiting a year for the service to be told it's available and then to have further problems is so frustrating!
Have a word with our >>Order Chat Team<< and let me know how you get on chatting with them.
They reconnected me to technical team and there I was asked to do speedtest on bt service. DL was 15 UP was 1.00 so the guy told me it's 10 days stabilisation period. But it's hard to believe, shouldn't the upload be unlocked in this case from 1.00? Difference between stabilising to 1.00 and 20.00 is a big difference. Neither DL or UP goes up in any time of day and night. When I had issue in the past Openreach engineer told me that I'm connected to cabinet 200m away instead of the closest one. I wouldn't be surprise if this caused an issue.
Speed test result:
Connection Status from new router.
Sorry for late reply, busy life with a 5 months baby 🙂
Your broadband connection speed is the maximum for Infinity2, 80M down and 20M up. Was the speed test done with a wired or wireless connection?
It was wired connection. This is the speed I had previously. Nothing's changed
Can you run the further diagnostics part of the speed test and post the results as requested by @DavidM please? I suspect your problem is congestion as you are connecting at the maximum speed for Infinity2.