cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Beginner
550 Views
Message 1 of 7

IP Profile stuck at 12 Mbps - help requested!

I recently (almost two weeks ago) had my broadband upgraded to BT Infinity. The letter suggested I should expect a downstream speed around 30 Mbps and maybe as high as 37, but I only get a line speed of just over 12 Mbps. I've followed the instructions at speedtest.btwholesale and managed to get 11.9M d/s on an approx 12.3M line speed. I've also run the Further diagnostics there to check the IP Profile value, which reads 12.29Mbps.
I've double checked the line rate on the HH5 itself and am seeing the same value of approx 12.56 Mbps.

Numerous other posts suggest this could be a stuck IP Profile. Please can someone at BT look into this and do whatever magic is required to unstick this. I can't believe that the actual performance is little different from my old ADSL line (I used to get around 7.3M on that, so the line to the green cab must surely be ok?)

Thanks in advance.
0 Ratings
6 REPLIES 6
Highlighted
Distinguished Sage
Distinguished Sage
544 Views
Message 2 of 7

Re: IP Profile stuck at 12 Mbps - help requested!

Can you run this checker and post back a screen shot of the results

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

and 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/

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/

0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
542 Views
Message 3 of 7

Re: IP Profile stuck at 12 Mbps - help requested!

This is a customer help customer forum and your post does not go to BT

 

can you go to hub then troubleshooting then helpdesk and post stats 1-12

 

can you enter your phone number and post results. Remember to delete number. https://www.btwholesale.com/includes/adsl/main.html



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Highlighted
Distinguished Sage
541 Views
Message 4 of 7

Re: IP Profile stuck at 12 Mbps - help requested!

If you use this checker it will tell what cabinet you are on and what services it can receive.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

If it does not show a cabinet number it will be because you are on an Exchange Only line which will mean you can not get Infinity because you are not connected to a cabinet, instead you are connected directly to the exchange.
0 Ratings
Highlighted
Beginner
518 Views
Message 5 of 7

Re: IP Profile stuck at 12 Mbps - help requested!

Thanks for the quick 3 replies!  I think you all suggested largely the same thing, namely that I attach the following for your expert views:

homehub5helpdesk1to12.png

And...

dslcheckerJan2015.png

(The above 28M to 37M  Infinity numbers agree with the range that BT sent me in the pack beforehand.)

 

 

speedtestbtwfurtherdianosticsJan2015.png

It's the d/s IP Profile rate that surprises me most.

 

All help welcomed.

 

0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
508 Views
Message 6 of 7

Re: IP Profile stuck at 12 Mbps - help requested!

I would phone customer services and complain that your connection speed is below your estimate and you need an engineer to fix it. Was installation done by openreach engineer or contractor?

 

look like you selected infinity 2 but from the checker you cannot get the infinity 1 max speed so would be better on infinity 1



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
508 Views
Message 7 of 7

Re: IP Profile stuck at 12 Mbps - help requested!

Your estimated speed is any where between the low of Range B, 15.6Mbps and the high for Range A, 37Mbps. Apart from obviously not getting even the lowest speed estimated, why are you paying for Infinity 2. Even if you could get the max speed on your estimate it is still bellow the max for Infinity 1 so you are wasting your money paying for Infinity 2.

 

Your hub stats are showing the max data rate that your line can support as being 13Mbps.

 

You need to cntact BT and complain about not getting your estimated speeds and that you want an engineer out to investigate the problem.

 

 

0 Ratings