Hi Folks, Recently signed up for new Infinity 1 broadband contract and was told that my download speed would be ( up to) 38mbps and my upload speed would be (up to) 9.8mbps. The declared increase in upload speed is contained in the email sent by BT sales team (23rd April) to confirm the new contract. After waiting a few days to allow the link to 'stabilize' I tried the BT speed test to verify that I was getting what I am paying for. Unfortunately this is not the case. The download speed is around 21mbps and the upload 1.6mbps when using a WiFi link from the HH3. If I use an ethernet connection the download is around 39mbps and upload is still rooted to 1.6mbps. I have contacted the 08001114567 "help" line three times and jumped though all the hoops they have insisted I must jump through, but the problem remains. I am losing the will to live when dealing with the infinitely polite but terminally useless staff in India. After doing everything they asked with no improvement, they have switched to telling me that the upload speed doesn't matter and they can't do anything about it anyway. It is clear from our discussions that nobody in India knows how the hybrid Infinity fibre/copper links work. They insist that if their diagnostics cannot detect a problem then there is no problem and refuse to escalate it. They have clearly been instructed not to pass any problems which might involve an engineer visiting the installation.
So, here I am pleading for help from others who may have a similar problem. Any suggestions gratefully received.
Solved! Go to Solution.
Can you run this checker and post back a screen shot of the results
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.
Thanks for helping.
1. Results from first test:
Telephone Number xxxxxxxxxxx on Exchange PINNER is served by Cabinet 73
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
|FTTC Range A (Clean)||65||47.8||19.2||12.7||--||Available|
|FTTC Range B (Impacted)||55||31.2||19.2||8.7||--||Available|
|WBC ADSL 2+||Up to 1||--||0.25 to 2||Available|
|ADSL Max||Up to 1||--||0.25 to 2||Available|
|WBC Fixed Rate||1||--||--||Available|
|FTTP on Demand||330||30||--||Available|
2. I will post the Speedtest results tomorrow after setting up the ethernet link to the HH3 again.
Apologies for breach of rules about personal data. Results of Speedtest using wired connection to HH3 as followes:
BT Wholesale Broadband Performance Test
Download speed 41.33 Mbps
Upload speed 1.43 Mbps
Ping Latency 22.13 ms
Additional Diagnostic test results:
Apologies for the rather odd format. I'm using an old iMac G5 with Safari 4.1.3.
The upload speed stays the same with either WiFi or wired connection to the HH3. The download speed drops to around 20 Mbps on a WiFi configuration.
I hope I have provided all the info you asked for. Let me know if you need anything else.
You are obviously getting good download speeds, infact you would appear to be getting in excess of both your estimate and what Infinity 1 should deliver which is 38Mbps. Clearly your upload speed is very poor and outside your estimate.
Unfortunately most ISPs are not interested in upload speed and will rarely do anything about it hence the Customer Services stance.
The moderators of the forum have been informed of your problem. Once they have read this they may be able to help. They are a BT UK based team and if they can help they will reply via this thread asking you to contact them via a link. Once you have replied to them by the link, it can at present take up to three working days for them to re-contact you.
Thanks for posting back!
Apologies for the problems you're having with your upload speed. I'm happy to help check this out from here. Click on my username and under the "about me" section you'll see the link to get in touch with us.
Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
Thanks a million,
On previous call to 08001114567, it was suggested that the HH3 might be the problem and a replacement would be sent. This arrived yesterday and I installed it in place of the original unit. The subsequent BT speed test results showed no improvement in upload speed with this new unit. However, I then reset the modem and waited for the blue broadband light on the HH3 to stabilize, which took around ten minutes. Running the speed test now showed a fourfold increase in upload speed to over 7 Mbps and a download speed of over 38 Mbps. I have repeated the speed test many times over the past 24 hrs with both wired and WiFi connections to the HH3, and each time has shown greatly improved upload speeds. It would appear that the original HH3 was the cause of the poor upload bit rate.