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cjw1
Aspiring Contributor
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Message 1 of 37

Bt Infinity1 Speed Problems

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Hi,  I have just moved into my new house and decided to upgrade to the Infinity1 package. I was told I should receive between 25 -35mb download speeds.  On day of connection, 04/07/2017, speed reading was:

 

Ping:  7

Download: 12.75

Upload:  7.29

 

Speeds have been dropping daily through the last 13 days.  latest speed results are:

 

Ping:  24

Download:  8.11

Upload:  6.36

 

I have spoken to Bt, have carried out their trouble shooting checks my end - all ok.  They say I have to have an engineer visit on Thursday to recheck my equipment - but I have already done that with them following their telephone instructions.  I have to pay £120 if the engineer finds a fault my end.  I believe the problem is with the exchange.

 

Can anyone help please.

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36 REPLIES 36
XRaySpeX
Recognised Expert
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Message 2 of 37

Re: Bt Infinity1 Speed Problems

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If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats. Full router stats are key to any speed & connection issues.

2. Try a wired speedtest here http://www.thinkbroadband.com/speedtest.html and copy to here just the "Link to this result:" link.

3. What exchange are you connected to? If you don't know use: http://www.samknows.com/broadband/exchange_search and post the URL of your exchange page.

 

4. What does BT Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number, use the Address Checker, not the Postcode Checker.

___________________________________________________________________________
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john46
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Message 3 of 37

Re: Bt Infinity1 Speed Problems

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. 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/

 

The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log. 


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/ 


Can you post back the results of this checker editing out your phone number

http://www.dslchecker.bt.com/adsl/ADSLChecker.TelephoneNumberOutput 

 

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cjw1
Aspiring Contributor
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Message 4 of 37

Re: Bt Infinity1 Speed Problems

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Router log as follows.  Will post speed test results.
 
Product name:

BT Hub 6A

Serial number:

+084319+NQ71354114

Firmware version:

SG4B10002244

Firmware updated:

04-Jul-2017

Board version:

1.0

Gui version:

1.32.0

DSL uptime:

0 Days, 6 Hours 57 Minutes 47 Seconds

Data rate:

5.51 kbps / 8.80 kbps

Maximum data rate:

5512 / 15553

Noise margin:

5.6 / 11.1

Line attenuation:

23.7

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

85 MB Uploaded / 229 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-PFR5

2.4 GHz wireless channel:

Smart (Channel 6)

5 GHz wireless network name:

BTHub6-PFR5

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

A0:8E:78:25:4F:09

Software variant:

-

Boot loader:

7.33.1

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john46
Distinguished Sage
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Message 5 of 37

Re: Bt Infinity1 Speed Problems

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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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cjw1
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Message 6 of 37

Re: Bt Infinity1 Speed Problems

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john46
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Message 7 of 37

Re: Bt Infinity1 Speed Problems

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can you please post the speedtest results asked for in my post and also the BT wholesale availability checker links as posted in my earlier post
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cjw1
Aspiring Contributor
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Message 8 of 37

Re: Bt Infinity1 Speed Problems

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Bt speedtest results:

 

Download:  8.31

Upload:  4.89

Ping:  61.63

 

dslr check not working - faulty link

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XRaySpeX
Recognised Expert
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Message 9 of 37

Re: Bt Infinity1 Speed Problems

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Use the link, BT Broadband Availability Checker , in my post. It works.

 

Also please post the whole of the BT Speed Tester, right down to the Further Diagnostics, as requested.

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john46
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Message 10 of 37

Re: Bt Infinity1 Speed Problems

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can you please post the further diagnostic part of the speedtest
Please try this link instead www.dslchecker.bt.com
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