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Contributor
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Message 1 of 17

BT Infinity profile dropped suddenly 3 weeks ago for no obvious reason

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I have read lots of people have had this issue with both Infinity and ADSL.

 

Sunday 19th Feb 2012 my IP profile dropped from 38975 to 33215.  I have read this could be due to DLM trying to stabalize my line.  My line was stable at the higher speed but now the throttle has kicked in and there seems to be no way of it returning.  I have tried rebooting it in the mornings, I have tried leaving it alone for a full week.  I have made 15 calls to India and they always follow the same script.  "We will reset your IP profile and it will be done in 24-72 hours", 3 weeks later still no budge on the line. 

 

I have had a BT engineer who ran a quiet line test, and found that my equiptment (Home Hub 3, BT Openreach Fibre box) is all working correctly.  I have done several further quiet line tests and Speed Tests via the BT site, and the IP profile is locked.  I am getting to a point where I have no more ideas of what I can do.   You cannot talk to the exchange technicians as it is automated.  The only contact I have is people half way around the world who says that it will be sorted, and as yet it hasn't. 

 

The last person I spoke to advised the exchange in Dartford Kent (LSDAR) is experiencing trouble, if this is the case please advise me if you are using the Dartford exchange with Infinity.  Also an appeal direct to BT in the UK, please can you reset it back to the original profile as my line can handle it, and was stable.

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Sage
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Message 2 of 17

Re: BT Infinity profile dropped suddenly 3 weeks ago for no obvious reason

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Contact the mods (see below).

 

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Distinguished Sage
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Message 3 of 17

Re: BT Infinity profile dropped suddenly 3 weeks ago for no obvious reason

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It could be that the cabinet is filling up and crosstalk is the cause of the lower sync speeds. What was your initial estimation?
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Aspiring Contributor
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Message 4 of 17

Re: BT Infinity profile dropped suddenly 3 weeks ago for no obvious reason

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Hi, my profile went down 4 days ago, today it has returned to a better speed now i don't know if this had any effect on it but i have been constanly downloading today and all sudden my profile got better! and it all happened automaticly without me rebooting the modem at all my ping improved also hope this helps.
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Expert
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Message 5 of 17

Re: BT Infinity profile dropped suddenly 3 weeks ago for no obvious reason

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Has this profile drop got anything to do with BT sorting out the uplift to 80/20Mb
iechyd da
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Contributor
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Message 6 of 17

Re: BT Infinity profile dropped suddenly 3 weeks ago for no obvious reason

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Similar thing happened to me - I had a solid 38/9 and it's now dropped to 33/9 with a reduced IP profile 😞
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Aspiring Expert
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Message 7 of 17

Re: BT Infinity profile dropped suddenly 3 weeks ago for no obvious reason

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Same here now 33meg with reduced profile

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Distinguished Sage
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Message 8 of 17

Re: BT Infinity profile dropped suddenly 3 weeks ago for no obvious reason

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VDSL is rate adaptive. The reason the speeds have changed are because of a change in line conditions. Whether that's a dropping connection, higher level of noise, or because of a fault somewhere on the cabling/equipment/your home wiring.
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Contributor
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Message 9 of 17

Re: BT Infinity profile dropped suddenly 3 weeks ago for no obvious reason

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Thank you, I have now done that.  Another engineer is booked to check and no doubt will do exactly the same as the first one. I will keep you updatedSmiley Happy

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Contributor
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Message 10 of 17

Re: BT Infinity profile dropped suddenly 3 weeks ago for no obvious reason

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I was intially connected at 39999 on Jan 13th 2012, and on 19th of Feb it dropped to 33215, I have called the call centre many times and they keep on reading t he same script and say it will be fixed within 24-48 hours and we will call you back.  They do call me back and then read the same line and so on.  It never recovers despite what I read on the BT website. Thankfully it has not dropped further, but I am alarmed that BT claim they will provide the fastest my line will support and it doesn't ever recover.  I think that DLM is nothing more than a throttle and I am very frustrated of being fobbed of by BT either in India, or by the engineers who say there is nothing they can do.

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