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Beginner
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Message 1 of 54

Infinity option 2 80/20 but only receiving 40/10

Hi im new to forums and im hoping somebody can help Smiley Happy

I signed up to option 2 but got missold my package as I was still paying my old provider as well. So as a good will gesture I now pay £33.85 a month for infinity option 2 (80/20). Everything was perfect as I was getting speeds of around 67mb wireless everyday until I moved house. I moved house from number 37 to number 50 which is down the same street. So just across the road. When the engineer fitted it into our new house he said are you on a lower package, I said no and showed him the contract. So he said phone your provider and tell them you are on 40/10 at the exchange instead of the 80/20........I did just that and they thought I was on a lower package because of my disscount on it. So after i explained why they reasured me I was going to recieve higher speeds soon. 5 weeks later no change. After contacting them a second engineer came out and confirmed it was still on 40/10. I contacted them and was on the phone all day from 12 untill 7 at night getting passed to different people. Ive now been told that even though im paying for a higher package I can only recieve 27mb! The engineer even said there is no reason you cant get higher speeds as you did when you lived across the road as its the same disstance from the exchange box.

If anybody can help or knows what I should do please let me know. Thanks.

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Distinguished Guru
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Message 2 of 54

Re: Infinity option 2 80/20 but only receiving 40/10

Do the speed test at http://speedtest.btwholesale.com and then go on to do the Further Diagnostics. This will give you your IP profile down and up and you are specifically interested in your upstream profile.

 

Can you post both here?

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Beginner
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Message 3 of 54

Re: Infinity option 2 80/20 but only receiving 40/10

download mbps 28.89
upload mbps 3.89
ping latency(ms) 33.38
Thanks for answering , these are the results.
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Distinguished Guru
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Message 4 of 54

Re: Infinity option 2 80/20 but only receiving 40/10

Unfortunately, that's not your IP profile, but anyway there's no way you'll get over 40/10 looking at those results.
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Beginner
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Message 5 of 54

Re: Infinity option 2 80/20 but only receiving 40/10

Do you know the reason why I wont get anything higher? As I was when I lived across the road. Whats the reason for this? Any ideas?
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Distinguished Guru
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Message 6 of 54

Re: Infinity option 2 80/20 but only receiving 40/10

Not without your IP profile unfortunately.
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Beginner
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Message 7 of 54

Re: Infinity option 2 80/20 but only receiving 40/10

how do I get my Ip profile?
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Contributor
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Message 8 of 54

Re: Infinity option 2 80/20 but only receiving 40/10

Do the test that you just did. Then after its done click further diagnostics and enter your phone number and click run further tests.Tell us the results. What we want to know is the IP profile for your line. This number sets a ceiling for your download and upload speeds.
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Beginner
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Message 9 of 54

Re: Infinity option 2 80/20 but only receiving 40/10

Download speedachieved during the test was - 26.66 Mbps
For your connection, the acceptable range of speedsis 16 Mbps-29.67 Mbps .
Additional Information:
IP Profile for your line is - 29.67 Mbps
Upload speed achieved during the test was - 3.94Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

Done that, just want to know why as were even a bit closer to the exchange than we was, and as i sadid we were getting around 67mb across the road. Ive noticed it says ip profile for upload is 20mb??
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Distinguished Guru
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Message 10 of 54

Re: Infinity option 2 80/20 but only receiving 40/10

Yes, that means you're on the 80/20 package Infinity2
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