cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Carelessness001
Aspiring Contributor
2,246 Views
Message 1 of 41

Bt infinity 2 up/download not reaching guaranteed speeds

Btinfinity 2 was purchased in August 2014 after phone conversations with bt stating minimum download speed would be 68mbps and 18.2mbps upload guaranteed. The reason for going with bt and not competitors.

Email was received saying estimated download would be 69.9mbps and upload of 19.2mpbs.

Highest in 5 months has been 63mbps and 16mbps.

On calling bt to resolve the issue of garanteed speed, I have been informed that the line is within acceptable limits of 56mbps and the highest possible download is 63mbps.

Phone conversation records have been kept with 2 operators saying the garanteed would be 68mbps down and 18.2mbps up. And was confirmed by bt engineer when installing at premises.

Has anyone else had the same issue and has it been resolved?

I would be expecting my speeds to be within the 68-80mbps download and 18.2-20mbps up.

Thank you.

0 Ratings
40 REPLIES 40
dfenceman
Expert
2,233 Views
Message 2 of 41

Re: Bt infinity 2 up/download not reaching guaranteed speeds

Please enter your telephone number into www.dslchecker.bt.com and post the results after first removing your telephone number.

Best regards,
dfenceman
0 Ratings
Carelessness001
Aspiring Contributor
2,203 Views
Message 3 of 41

Re: Bt infinity 2 up/download not reaching guaranteed speeds


Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

High Low High Low
FTTC Range A (Clean) 80 66.9 20 20 -- Available
FTTC Range B (Impacted) 80 56.9 20 12.2 -- Available

WBC ADSL 2+ Up to 4.5 -- 3 to 7 Available
WBC ADSL 2+ Annex M Up to 4.5 Up to 0.5 3 to 7 Available
ADSL Max Up to 2.5 -- 1.5 to 3.5 Available
WBC Fixed Rate 1 -- -- Available
Fixed Rate 1 -- -- Available
Other Offerings
Fibre Multicast -- -- -- Available
Copper Multicast -- -- -- Available
0 Ratings
ray_dorset
Distinguished Guru
2,201 Views
Message 4 of 41

Re: Bt infinity 2 up/download not reaching guaranteed speeds

Can you post your line stats from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254

Lines 1-13 will be enough

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
0 Ratings
Carelessness001
Aspiring Contributor
2,195 Views
Message 5 of 41

Re: Bt infinity 2 up/download not reaching guaranteed speeds

1. Product name: BT Home Hub
2. Serial number: +068343+NQ42002596
3. Firmware version: Software version 4.7.5.1.83.8.204 (Type A) Last updated 16/01/15
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 12:26:29
6. Data rate: 19993 / 65179
7. Maximum data rate: 20027 / 65100
8. Noise margin: 6.0 / 6.0
9. Line attenuation: 14.6 / 4.7
10. Signal attenuation: 14.6 / 16.2
11. Data sent/received: 507.9 MB / 3.7 GB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: Yes
14. 2.4 GHz Wireless network/SSID: BTHub5-G6XT
0 Ratings
ray_dorset
Distinguished Guru
2,184 Views
Message 6 of 41

Re: Bt infinity 2 up/download not reaching guaranteed speeds

65Mbps is pretty close to 68Mbps.
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
0 Ratings
Carelessness001
Aspiring Contributor
2,177 Views
Message 7 of 41

Re: Bt infinity 2 up/download not reaching guaranteed speeds

Whilst I agree with your statement, I've not 'actually' been getting 65. Please see first post.

The point is bt infinity was purchased due to the guanteed 68-80 and 18.2-20. If this was not quoted, bt infinity 2 would not have been the preferred option.

Rather than being "close to", how does one get it to what was promised? That is the question.

Thanks for your time
0 Ratings
gg30340
Distinguished Sage
Distinguished Sage
2,175 Views
Message 8 of 41

Re: Bt infinity 2 up/download not reaching guaranteed speeds

Do you have written conformation that your speeds will be guaranteed because the speeds are usually not guaranteed. The reason being that there are to many variables involved and speeds can fluctuate.

 

That is why the ISPs sell the broadband as speeds up to. It is also why the checker that you use is an estimate of the speeds you may get and gives a range of the lowest speed and the highest speed depending on the quality of your line.

 

As has been pointed out your speed is within the estimated speeds for your line so I doubt BT will do anything to try and improve them for you.

0 Ratings
licquorice
Distinguished Sage
Distinguished Sage
2,172 Views
Message 9 of 41

Re: Bt infinity 2 up/download not reaching guaranteed speeds

Do you seriously think there is any difference for practical purposes between 65m and 68m?
ray_dorset
Distinguished Guru
2,166 Views
Message 10 of 41

Re: Bt infinity 2 up/download not reaching guaranteed speeds

You could try replacing the HH5 https://community.bt.com/t5/BT-Infinity-Speed-Connection/HH5-alternative-modems/td-p/1444549

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
0 Ratings