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Aspiring Contributor
786 Views
Message 1 of 15

Infinity 1. Awfull download speed.

Moved house a week ago and we have been having really bad internet.

I am having to reset the router daily. I can get 24Mbps for a very short time but then it drops to around 1Mbps.

I called for help last night and i changed a microfilter and got 24Mbps again,  woke up this morning and 1Mbps again.

Upload is 7-8Mbps.

We have a hub 5 and its connected to the master socket, no other socket in the house is used. There is only 2 of us in the house, so 2 ipads and 2 phones connected

If i cant get this improved im going to have to cancel the contract and move elsewhere.

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14 REPLIES 14
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Sage
774 Views
Message 2 of 15

Re: Infinity 1. Awfull download speed.

Could you please do the following.

 

Quiet line test, 17070 option 2 with a corded phone. There should be no noise between announcements. If there is report a line fault not a broadband one.

 

Post lines 1-12 from the HH troubleshooting/helpdesk page.

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Guru
745 Views
Message 3 of 15

Re: Infinity 1. Awfull download speed.

Do as pippincp says .... but most of all, DO NOT KEEP RESETTING THE ROUTER/MODEM, you'll end up in a messy situation.
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Aspiring Contributor
737 Views
Message 4 of 15

Re: Infinity 1. Awfull download speed.

Thanks for the replies,

I will stop resetting the router,  its just frustrating and thats the only thing that seems to improve things, for 10 minutes or so 🙂

I will do the line test when i am home and report back.

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Aspiring Contributor
705 Views
Message 5 of 15

Re: Infinity 1. Awfull download speed.

Tried the quiet line test and all seemed ok.

I took the bottom part of the master socket off  (the old style with just the phone plug in the middle)

and plugged the microfilter into the socket.

The router went to orange light and i did another noise test while it was reconnecting, i got a few seconds of very faint old dial up modem noise but then was quiet.

I am getting upto 24Mbps now but still having some buffering while watching youtube clips.

This is a way off the 50Mbps i was estimated and 35Mbps guaranteed minimum.

Would changing the master socket to a new style help?

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Sage
699 Views
Message 6 of 15

Re: Infinity 1. Awfull download speed.

Post lines 1-12 from the HH troubleshooting/helpdesk page.



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Highlighted
Aspiring Contributor
678 Views
Message 7 of 15

Re: Infinity 1. Awfull download speed.

Do you have a link to this page?

I will do this when i get home from work.

 

Seperate issue, when i renewed the contract when we moved house should i have recieved a new smart hub?

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Sage
667 Views
Message 8 of 15

Re: Infinity 1. Awfull download speed.


@andyfto wrote:

Do you have a link to this page?

I will do this when i get home from work.

 

Seperate issue, when i renewed the contract when we moved house should i have recieved a new smart hub?


No.

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Aspiring Contributor
637 Views
Message 9 of 15

Re: Infinity 1. Awfull download speed.

I am having problems with the diagnostic check on the troubleshooter.

My ipad checks the account ok but then says cant detect if its connected to the hub.

On the computer with the ethernet cable to the router it wont get past the account check.  just keep getting that spinning thing in the middle of the page.

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Expert
626 Views
Message 10 of 15

Re: Infinity 1. Awfull download speed.

Are you trying to connect to the homehub using 192.168.1.254

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