BT infinity speed issues

[chriscrumb]

Hi I have bt infinity with Homehub 5 and im experiencing low speedsas in picture below:

 

Can anyone help with what i should do next?

Thanks

Chris

[Keith_Beddoe]

Welcome to this user forum @chriscrumb

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

Then, as you have a HH5 can you go to hub manager then troubleshooting then helpdesk and post lines 1-12

 Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

Which one of these matches your master phone socket?

or or or

[chriscrumb]

Hi thanks for the quick reply here are my results:

[Keith_Beddoe]

Thanks, just need the rest of the results. I would be surprised if this is not a line fault, and you have no dial tone, or the line is very noisy.

[chriscrumb]

Thanks, here are the rest of the tests:

Also When  doing the line test there is a quiet humming sound on the line and my phone socket box is the first picture of the 4.

Hope this all helps

Chris

[Keith_Beddoe]

You are connected at 34Mbs, so there is nothing wrong with your coneection.

Did you run the speed test using a computer connected to the home hub with a direct Ethernet cable, and any wireless adapters on the computer switched off?

[chriscrumb]

no the connection was tested through a wireless connection going to my laptop

[Keith_Beddoe]

---

@chriscrumb wrote:

no the connection was tested through a wireless connection going to my laptop

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A wireless connection is not guaranteed, which is why it mentions that on the test page.

Pleas could you plug your laptop directly into the home hub using an Ethernet cable, and repeat the BT Wholesale Speed test again.

[chriscrumb]

ok 

I will have to find my ethernet cable and the I will repost.

Thanks for all your help.

Chris