I transferred from Sky Fibre to BT Infinity 1 at the start of October and for around the first week everything was good. Since then speeds have reduced from around 40Mbps to 10-20Mbps and I have constant disconnections.
First phone call to customer service and they claimed it was my router and provided me with a replacement (Smart Hub for another Smart Hub).
No change in service so i made my second phone call to customer service and carried out a speedtest via the BTWholesale site. I received download speeds of around 14Mbps which the operator claimed was too slow for my line but said leave it a week and if nothing improves then phone back. My line was fairly stable for a week but still slow so I'm assuming he must've been able to do something at his end to improve stability.
After a week stability greatly reduced therefore I made my third phone call in which the operator said my IP Profile was not correct and reset it. He said that I should wait 24-48 hrs and it will definitely be fixed. Not surprised to find that I still have disconnections (albeit not as bad. Yet) and my speed has not improved.
Could someone assist or provide some advice?
I've included the typically asked for information from my router
BT Hub 6A
0 Days, 0 Hours 29 Minutes 13 Seconds
800 bps / 18.00 kbps
800 / 27809
18.9 / 18
Solved! Go to Solution.
The Hub went through one of its disconnection / troubleshooting / restarting cycles as it occasionally does.
I am connected to the master socket, and more precisely to the test socket with microfilter for the last few days to see if that will improve things.