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adamsmessages
Beginner
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Message 1 of 16

Infinity Upgrade Issue-IP profile not updating

Is anybody having issues upgrading from standard broadband to Infinity? I was due to upgrade on 17/10. Order showing as complete and I have gone through the 10 day stabilsation period but IP profile stuck around 3Mbps. Speed should be a minmum now of 22Mbps. Completed all the standard tests with the BT fault team but going round in circles.

 

Can any one suggest any hub settings I can check/change myself? Can I request the IP Profile to be reset- or is it just a waiting game?

 

It is a shame the BT customer service team doesn't keep the order open until they have tested and confirmed that the upgrade is working correctly- just a thought BT.

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15 REPLIES 15
gg30340
Distinguished Sage
Distinguished Sage
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Message 2 of 16

Re: Infinity Upgrade Issue-IP profile not updating

It should have happened right away. 

 

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

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

and use this speed tester then scroll down the page and 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 post the stats by logging onto the Homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

or

If you have the Smart Hub, (Homehub 6) can you go to hub manager then advanced then technical log and post the stats. http://bthomehub.home/

john46
Distinguished Sage
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Message 3 of 16

Re: Infinity Upgrade Issue-IP profile not updating

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/

The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log. 

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

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

Can you 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/
john46
Distinguished Sage
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Message 4 of 16

Re: Infinity Upgrade Issue-IP profile not updating

there are no settings you can change also your IP Profile is set by your connection speed and cannot be reset by BT also there is no longer a 10 day stabilisation period your speed on the first day is the speed you achieve

have you tried connecting the hub to the test socket with a new filter
adamsmessages
Beginner
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Message 5 of 16

Re: Infinity Upgrade Issue-IP profile not updating

 

 

 

Capture2.JPG

 

Capture1.JPG

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adamsmessages
Beginner
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Message 6 of 16

Re: Infinity Upgrade Issue-IP profile not updating

Thank you for your replies. I have started to post the inofrmation requested. In answer to your question, yes filter changed- but not test socket behind the faceplate of main double socket.

 

Any particular stats required from the homehub 6?

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john46
Distinguished Sage
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Message 7 of 16

Re: Infinity Upgrade Issue-IP profile not updating

does you socket look like this infinity socket.jpgor this Test Socket.jpgif like the top picture you do noty need a filter and your hub should be connected to the top socket and your phone to the lower one 

john46
Distinguished Sage
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Message 8 of 16

Re: Infinity Upgrade Issue-IP profile not updating

yes the information The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log.
adamsmessages
Beginner
825 Views
Message 9 of 16

Re: Infinity Upgrade Issue-IP profile not updating

No, its a standard BT double telephone socket. (I have tested both sockets)

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adamsmessages
Beginner
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Message 10 of 16

Re: Infinity Upgrade Issue-IP profile not updating

Capture3.JPG

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