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IRULE010
Beginner
4,583 Views
Message 1 of 12

Current speeds and BT Infinity 2

Hi there,

I had Infinity installed about a month ago and I'm concerned that I'm not getting anywhere near the speeds I was promised. I was promised download of 36.7 and upload of 6.1. I understand that these are predictions and not promises so they won't be exact, but the best download I have ever recieved is 18.75 and upload is 1.39. This is half the download speed promised and less than a quarter of the upload.

 

I was wondering if anyone knows if there's anyway that I can improve my speeds?

Also, I upgraded to Infinity Option 2 with promise of Infinity 2 speeds (76Mbps), but it seems that my area doesn't have the correct lines. I was wondering if anyone could give me an estimate of when they might be put in? My postcode is RH193XS.

Overall I'm happy with the service, it's a huge improvement on what I was getting with my previous package and ISP, but I still feel a little cheated.

Many thanks,
Nick 

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11 REPLIES 11
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Sageman
Contributor
4,544 Views
Message 2 of 12

Re: Current speeds and BT Infinity 2

Welcome to the club Nick, I started with Infinity and renewed my contract to get the increased speed. I am getting no where near the estimated speed on Infinity 2. I have spoken to the MODS on here a few times regarding the problem and I have been told that there are errors on the line and the DLM software at the exchange is reducing my speed because of the errors. At no time did anyone say that they would try and get the line fixed given that I have new cabling from the pole in my back garden I am assuming the errors are elsewhere.

 

I have now given up on the extra speed the estimate gave me. I am now just going to sit out the rest of my contract and switch provider. Virgin Media have a cable into my house so I will switch to them because BT's Customer Support is absolutely shocking.

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IRULE010
Beginner
4,540 Views
Message 3 of 12

Re: Current speeds and BT Infinity 2

I'm sorry to hear about your problems Sageman, although it's relieving in a sense as at least I'm not the only person with the issue. I guess maybe I should just accept I'm not going to get the promised speeds. I can download at around 2Mbs of data a second which isn't exactly shabby, but I should be closer to 8-9...

Thanks for your input
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Sageman
Contributor
4,500 Views
Message 4 of 12

Re: Current speeds and BT Infinity 2

I never used to be but now I am of the opinion that customers are entitled to get what they are paying for.

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IRULE010
Beginner
4,497 Views
Message 5 of 12

Re: Current speeds and BT Infinity 2

No I agree. They should fulfil promises they make. I would accept slightly slower speeds than expected, but less than half isn't really acceptable.
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Distinguished Sage
4,491 Views
Message 6 of 12

Re: Current speeds and BT Infinity 2

@IRULE10 I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days

They are a UK based BT specialist team who have a good record at getting problems solved
ptan
Aspiring Expert
4,432 Views
Message 7 of 12

Re: Current speeds and BT Infinity 2

Hi

 

Just for the record from someone who's already been through this "pain". For download speeds, there seems to be a threshold of 38.7mbits. If you never reach this, then you're unlikely to get any benefit from Infinity2

 

I had Infinity installed in July 2011 and I could never get anything more than ~29mbit down. 

 

I upgraded to Infinity2 back in April and had an estimate of 41.4mbit down. Nice I thought!

 

Since the upgrade I saw no improvement. I had an engineer come round and do a thorough checkl of my line - even changed me to a different pair with better SNR. But, I was told that there is aluminium in the service between me and the cabinet. Aluminium is not a good friend of high frequency signalling!

 

However, since his visit I have now gradually risen to the dizzy heights of ~35mbit down. Much better than when I first took up Infinity last year.

 

Infinity is still in it's infancy and we are all still learning about how it is settling in. I do agree with you in that BT should be very careful how they market Infinity2

 

ptan

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nmg196
Aspiring Contributor
4,324 Views
Message 8 of 12

Re: Current speeds and BT Infinity 2

Hi Nick,

Just to check, you're not making the common mistake of testing over WiFi are you? Many people try and measure the speed of their broadband over WiFi (which will significantly reduce the speed in many situations).  If you want to know if you're getting the true speed, you need to turn off WiFi on your computer and connect with a network cable straight into the back of the home hub. Try doing that and let us know if it makes any difference. 

 

I get 38Mb/9Mb over cable, but I don't get more than about 20Mb over WiFi. So WiFi is effectively halving my speed, so I now connect my PCs using ethernet or powerline network adapters. 

 

(other) Nick

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nmg196
Aspiring Contributor
4,319 Views
Message 9 of 12

Re: Current speeds and BT Infinity 2

"They should fulfil promises they make. "

 

PS: Are you sure they actually *promised*? I'm not aware of them ever having done that before. Usually they only provide estimated speeds and promise nothing about the actual speed you will get (after all, how can they know until they've installed the service on your particular line and tested it?). 

 


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samsonite
Contributor
3,883 Views
Message 10 of 12

Re: Current speeds and BT Infinity 2

I feel I am in the same boat too - I was offered 100Mb/s, but opted for 76Mb as I didn't think it was worth paying 50% more for a few more Mb download at this time.  So I assumed the line would be very good, but the max speed I get on BT's speed check is 36Mb/s using a Gb Ethernet cable.  The strange thing is that on the first day, I was getting 50Mb/s, but ever since (about 6 weeks now), it has stayed around 35Mb/s.

 

It does seem like they have throttled the speeds as most people seem to complain of the same thing!  So I know I have had 50Mb and interestingly that's what the BT engineer got on the day of installation.  Seems like something dodgy is going on here and they are cutting it back and hoping you don't notice.  My Wifi card on the laptop will only get 30-35Mb anyway and I expect a lot of people won't know if there is a bottleneck, but I use Cat6 cable and got Gb ethernet so that I'm ready for when they upgrade the line to 300Mb!  Yeah right!

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