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PanosKollias
Beginner
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Message 1 of 8

Confused about the recent BT Infinity upgrades

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Hello, 

 

I am a BT Infinity 2 customer. I received a mail about 20 days ago telling me that my speeds are going to be increased (up) to 76/19. 

 

Now, I don't have any complaints about my current service as it is quite close to the original 38/9 but, nothing has been upgraded so far. Should I contact BT or is this just an upgrade that is going to happen sometime in the future?

 

Note that the BT "speed checker" already claims that my line should be getting up to 76/19.

 

Thanks in advance!

 

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7 REPLIES 7
ryant704
Guru
688 Views
Message 2 of 8

Re: Confused about the recent BT Infinity upgrades

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We need to see your IP Profile, follow these steps to get it.

 

1. Go to www.speedtester.bt.com
2. Click on ADSL & FTTC (Fbire to the cabinet) diagnostics)
3. Enter your telephone number, leave service ID blank (not required)
4. Click submit, confirm your telephone number when prompted
5. Let it test your broadband connection
6. Copy the download and upload results including the IP Profiles for both

If this helped you please click the Star beside my name.

If this answered your question please click "Mark as Accepted Solution" below.
PanosKollias
Beginner
662 Views
Message 3 of 8

Re: Confused about the recent BT Infinity upgrades

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Thank you for the reply ryant704. 

 

I wish I could get it to work, I have been trying for some time now and I have been getting "test errors". Should I try at some specific point in time?

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ryant704
Guru
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Message 4 of 8

Re: Confused about the recent BT Infinity upgrades

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Just keep trying, might be worth to remove the certificate from Java and re-try.

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If this answered your question please click "Mark as Accepted Solution" below.
john46
Distinguished Sage
648 Views
Message 5 of 8

Re: Confused about the recent BT Infinity upgrades

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try using this version of the speedtester http://speedtest.btwholesale.com/ post back the results of the further diagnostics
PanosKollias
Beginner
640 Views
Message 6 of 8

Re: Confused about the recent BT Infinity upgrades

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Hey John46, thank you for the update, this one seems to be working better!

 

Here are my results :

 

Best Effort test: 

 Download speedachieved during the test was - 37.56 Mbps
 For your connection, the acceptable range of speeds is 12 Mbps-0 Mbps.
 IP Profile for your line is - 38.72 Mbps

 

Upstream test:

 Upload speed achieved during the test was - 8.17Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 10 Mbps

 

 

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ryant704
Guru
631 Views
Message 7 of 8

Re: Confused about the recent BT Infinity upgrades

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According to the restults you're still on package 40/10 instead of 80/20, contact BT and ask them if your account has been upgraded yet if so say that the IP profiles haven't been updated and need to be reset.

If this helped you please click the Star beside my name.

If this answered your question please click "Mark as Accepted Solution" below.
PanosKollias
Beginner
625 Views
Message 8 of 8

Re: Confused about the recent BT Infinity upgrades

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Thank you ryant704, I'll get to it tomorrow

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