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bigdavyyeah
Beginner
824 Views
Message 1 of 16

BT Infinity with Smart Hub - slower than sky!!

Just moved from standard sky broadband to BT Infinity with Smart Hub so I could get faster and reliable broadband, couldn't be any worse than the sky!!

Connection keeps cutting out and speeds are awful vs what I had with sky, paying for a better service and it's way worse??

Any help? Please....

Thanks
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15 REPLIES 15
john46
Distinguished Sage
811 Views
Message 2 of 16

Re: BT Infinity with Smart Hub - slower than sky!!

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

Can you use this speed tester then 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 a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home
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bigdavyyeah
Beginner
775 Views
Message 3 of 16

Re: BT Infinity with Smart Hub - slower than sky!!

Hi John,

 

Thanks for the prompt reply. I've attached screenshots. The sky broadband wasn't terrible but since mocing to BT it seems slower and it seems to cut off and lose connection quite often, never had this issue with sky (even although they use the same line?).

 

Let me know your thoughts.

 

Cheers

DavyCapture.JPGCapture1.JPG

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bigdavyyeah
Beginner
707 Views
Message 4 of 16

Re: BT Infinity with Smart Hub - slower than sky!!

Spoke with bt who said the hub was faulty, new one installed today with no difference, still cutting out and very slow.
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john46
Distinguished Sage
695 Views
Message 5 of 16

Re: BT Infinity with Smart Hub - slower than sky!!

there is nothing wrong with your speeds you have a 37.5 Mbps and is within the operating range

Have you tried the quiet line test dial 17070 option 2 you should hear no noise if you can hear noise then it needs reporting to BT faults on 151 with no mention of broadband in the call

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bigdavyyeah
Beginner
691 Views
Message 6 of 16

Re: BT Infinity with Smart Hub - slower than sky!!

Hi John, thanks for the feedback, the issue may just be the wifi losing connection as it's really bad. New hope b has made no difference. Done the quiet line test and couldn't hear any noise, a bit crackly but it's always like that. Will call them tomorrow as I'm stuck. The sky service I had was never this back, keep losing signal. Cheers
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bigdavyyeah
Beginner
690 Views
Message 7 of 16

Re: BT Infinity with Smart Hub - slower than sky!!

*new hub has made no difference
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john46
Distinguished Sage
686 Views
Message 8 of 16

Re: BT Infinity with Smart Hub - slower than sky!!

the line should have no noise at all any noise will destroy a broadband connection and needs to be fixed a new hub would not solve the problem anyway
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maserlin
Beginner
684 Views
Message 9 of 16

Re: BT Infinity with Smart Hub - slower than sky!!

My connection is constantly being dropped. It's not the hub or the devices. It's all at their end, proved it because whenever I manage to get through to the India call centre they reset the line and it's ok for a (very short) time.
Then it starts dropping every 15 mins - 1 hour again.
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bigdavyyeah
Beginner
674 Views
Message 10 of 16

Re: BT Infinity with Smart Hub - slower than sky!!

Called the 151 and they carried out a check and said nothing was wrong, £129 for an engineer visit if they come out and it's not their fault. Can't say I'm too keen to book the visit to be honest
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