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Message 1 of 22

Infinity Broadband Speed Re Contract

Where to start.


Been with BT from 2016 and before. upgraded to Infinity back then. Speed was around 22mb as we were a fair bit away from Cabinet (No. 12). Around 2-3 month ago new cabinet was installed at bottom of the road (Cabinet 14)! Aha I said. Contract came to an end so went online to see what was on offer.


FTTC unavailableSmiley Sad, What I am already on FTTC. 29th Dec. called up and ended up being told cabinet not accepting orders for fibre but they would do a manual order. Ok says I .


On rechecking bt wholesale & Bt website they now say I am connected to Cab 14 and can get Fibre FTTC with minimum garanteed at 61mb.


So calls up gets told I should get the new speed but they need to restart the contract again (3 weeks after the other) to reinitialise the connection.


Today still no change in speed - called again to be told that I should only be getting 14mb which was the original speed from the other cabinet.


I can see there is an issue with the connection between the move from old to new cab but guy at BT end keeps saying it is what it is and cant do nothing about it.


Any Idea what options I have, Also do Open-Reach ugrade the connection if already connected to FTTC or do they need a new Order.


If I Look at other providers they are offering the full speed as being available but I take it that they use the same info as me. Apparantley connections team at BT dont as they cant access the same info as me that is on their website.


Screenshot-2018-1-26 Basic - Status.png


Screenshot-2018-1-26 ADSL Checker.jpgScreenshot-2018-1-26 Upgrade Broadband Existing Customer Deals BT.jpg

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Message 2 of 22

Re: Infinity Broadband Speed Re Contract

Can you post your hub stats faound at  Advanced Settings’ and then ‘Technical log’.

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Message 3 of 22

Re: Infinity Broadband Speed Re Contract

As Requested (sorry issue with first upload)

Screenshot-2018-1-26 Information(1).png

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Message 4 of 22

Re: Infinity Broadband Speed Re Contract

Also using the BT Wholesale test this is the result - This is saying I should see 16 - 23 but that was what I got on the old Cabinet, this must point to an error with database surley.

1. Best Effort Test: -provides background information.

 Download Speed
 14.85 Mbps
0 Mbps23.07 Mbps
Max Achievable Speed


 Download speedachieved during the test was - 14.85 Mbps
 For your connection, the acceptable range of speedsis 16.15 Mbps-23.07 Mbps .
 Additional Information:
 IP Profile for your line is - 23.07 Mbps

2. Upstream Test: -provides background information.

 Upload Speed
 2.5 Mbps
0 Mbps10 Mbps
Max Achievable Speed


Upload speed achieved during the test was - 2.5Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 10 Mbps
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Message 5 of 22

Re: Infinity Broadband Speed Re Contract

Please can a moderator help me with this.

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Message 6 of 22

Re: Infinity Broadband Speed Re Contract

can youconnect the hub to the test socket with a new filter to see if that improves your connection by eliminating your internal wiring as causing a problem  can you check any extension socket do not have a dialtone when connected to test socket whether sockets are in use or not


try quiet line test  dial 17070 option 2  should be quiet and best with corded phone

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Message 7 of 22

Re: Infinity Broadband Speed Re Contract

Line test quiet And made no Change whatsoever, as I say this looks like is an issue with the swap from old to new cabinet or should I say the lack of swap.



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Message 8 of 22

Re: Infinity Broadband Speed Re Contract

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Message 9 of 22

Re: Infinity Broadband Speed Re Contract

ok thanks

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Message 10 of 22

Re: Infinity Broadband Speed Re Contract

Hi @Jmclel2001


Welcome to the community and thanks for your posts!


I can understand the excitement of potentially getting a faster speed as a new cabinet has been installed closer to your address. Also, I see that the checker is showing that you should be connected to the closer cabinet as opposed to the cabinet you're connected to that's further away.


Send us over your details and we'll look into this for you from here.  Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.





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