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Beginner
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Message 1 of 9

BT infinity 2 speed drop

I have BT infinity 2 setup on 22th Nov 2013, all that as fine and the Download speed is 75Mb and upload speed is 20Mb, however; the speed suddenly drop to 0.4Mb on Friday 20th December. I phoned BT costomers service for 2hours and they did every test but still can't solve the problem.  Any help would be greatly appreciated. 

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Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: BT infinity 2 speed drop

Please remove your phone number from the above screen print. This is a public forum and you might start getting unsolicited calls.

 

Have you checked to see if there are or have been any problems in your area.

 

https://btbusiness.custhelp.com/app/service_status_consumer/a_id/23613/session/L3RpbWUvMTM2MjMwMjI1N...

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Beginner
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Message 3 of 9

Re: BT infinity 2 speed drop

i checked and there are no problems in my area. 

 

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Distinguished Sage
Distinguished Sage
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Message 4 of 9

Re: BT infinity 2 speed drop

Do you have an Openreach modem and Homehub or is it the integrated Homehub 5?

 

Are the speeds you have posted, wired or wireless?

 

Use this speed tester then carry out the further diagnostics and post back all the results including your IP profile for up and down. Do this with a wired connection.

http://speedtest.btwholesale.com/ 

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Recognised Expert
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Message 5 of 9

Re: BT infinity 2 speed drop

Have you noticed a similar problem as you have in this post = https://community.bt.com/t5/BT-Infinity-Speed-Connection/BT-Infinity-Speed/td-p/1117876

 

I wonder if it's a local BT Fault?

 

If it doesn't get fixed then it might be worth contactacting a Forum Mod mentionining both posts.

 

Ps I was going to ring you Smiley Happy

--------------------------------------------//--------------------------------------------
Please Click On any Text in Blue as that automatically links to information.

PC (NDEGR)


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Beginner
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Message 6 of 9

Re: BT infinity 2 speed drop

Hi 

it is HH5 and Infinity 2 package. i send the new result via wired connection.

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Beginner
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Message 7 of 9

Re: BT infinity 2 speed drop

Hi, there is construction site next to my building. Do you thing that might affected to my bt infinity

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Contributor
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Message 8 of 9

Re: BT infinity 2 speed drop

I have the same problem and what I have noticed is that it seem only new users are affecting. I signed up to BT infinity on 30th november and I am having the excalty same problem as you.

 

You can see other new people are having problems as well

 

https://community.bt.com/t5/BT-Infinity-Speed-Connection/BT-Infinity-Speed/td-p/1117876

 

https://community.bt.com/t5/BT-Infinity-Speed-Connection/BT-Infinity-only-6Mbps/td-p/1117716

 

https://community.bt.com/t5/BT-Infinity-Speed-Connection/Connection-Speed-Sudden-Drop-Gloucester/td-...

 

 

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Distinguished Sage
Distinguished Sage
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Message 9 of 9

Re: BT infinity 2 speed drop

I presume that you were unable to run the further diagnostic test?

 

Without the IP profile it is impossible to say if DLM (Dynamic Line Management) has lowered your IP profile which would indicate a fault on the line or exchange. If the IP profile is still as it was before the fault this could indicate a faulty homehub.

 

It is also difficult to do any further tests such as eliminating the homehub because it has an integrated modem which prevents making a direct PPP0E connection.

 

It could be that the construction site has damaged your line. How is your phone connection, is there any noise on the line?

 

Assuming that customer services will have already had you do a factory reset of the homehub by pressing a pin into the recess button on the rear for about 20 seconds. I think you are going to have to contact BT again and report a fault.

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