cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Newbie
302 Views
Message 1 of 9

BT infinity speed issues

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

 

 btinfinity speed.jpg

 

Can anyone help with what i should do next?

 

Thanks

Chris

0 Ratings
8 REPLIES 8
Highlighted
Distinguished Sage
Distinguished Sage
301 Views
Message 2 of 9

Re: BT infinity speed issues

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?

 

nte.jpg or oldnte.jpgor adslface.jpg ornewnte.jpg

0 Ratings
Highlighted
Newbie
296 Views
Message 3 of 9

Re: BT infinity speed issues

Hi thanks for the quick reply here are my results:btinfinity speed.jpg

0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
290 Views
Message 4 of 9

Re: BT infinity speed issues

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.

 

0 Ratings
Highlighted
Newbie
286 Views
Message 5 of 9

Re: BT infinity speed issues

Thanks, here are the rest of the tests:

BTHUB51-12.jpg

 

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

0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
281 Views
Message 6 of 9

Re: BT infinity speed issues

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?

 

0 Ratings
Highlighted
Newbie
271 Views
Message 7 of 9

Re: BT infinity speed issues

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

0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
267 Views
Message 8 of 9

Re: BT infinity speed issues


@chriscrumb wrote:

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


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.

 

0 Ratings
Highlighted
Newbie
261 Views
Message 9 of 9

Re: BT infinity speed issues

ok 

 

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

 

Thanks for all your help.

 

Chris

0 Ratings