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Reverend2100
Contributor
668 Views
Message 1 of 32

Line "upgraded" but speed is the same

Last week when seeing if we could get Infinity, the BT Broadband checker said we could have a '12 - 18mb Line' which was a decent upgrade on our 4.8mb speed.

 

This was a new thing - having tested the same page a week earlier we got that message 'BT Infinity is currently available to you'.  This time we got the new message, together with a lovely image of the Home Hub 5...

 

So I ordered it and the BT Engineer came out.  He put a new Master Socket in.  He went out to do work on the cabinet (two cabinets actually, he said), and came back.  he tested the line...

 

4.8mb.

 

 

"Great" he said, job done.  

 

"Hang on" I said, "That's what we were getting before - exactly that, in fact. This is supposed to be a line upgrade - we were promised up to 18mb..."

 

But no, he said that's it - that's all we get.  

 

So... why did we get a line upgrade then?  What was the point of that!?  Is it possible there was a step he missed, to get the line up to 20mb?  Or perhaps it takes a few days to max out?

 

Possibly the profile needs upping / resetting?

 

Can anyone please advise?

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31 REPLIES 31
conrad
Recognised Expert
664 Views
Message 2 of 32

Re: Line "upgraded" but speed is the same

Post the results of this link , make sure you delete your phone number https://www.btwholesale.com/includes/adsl/main.html

 

Can you also run this speed test and run the further diagnostics then post the results http://speedtest.btwholesale.com/

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stevebrass
Expert
637 Views
Message 3 of 32

Re: Line "upgraded" but speed is the same

Which home hub do you have? Were you provided with a new HH5?

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Reverend2100
Contributor
619 Views
Message 4 of 32

Re: Line "upgraded" but speed is the same

Hi there

 

The results of the test from that link:

 

BT BROADBAND AVAILABILITY CHECKER

Telephone Number XXX on Exchange ABINGER is served by Cabinet 3

 

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date  High Low High Low    

FTTC Range A (Clean)17.811.91.20.8--Available
FTTC Range B (Impacted)14.76.310.5--Available
 
WBC ADSL 2+Up to 3--2.5 to 6.5Available
WBC ADSL 2+ Annex MUp to 3Up to 0.52.5 to 6.5Available
ADSL MaxUp to 3--2 to 5.5Available
WBC Fixed Rate1----Available
Fixed Rate1----Available
Other Offerings
Fibre Multicast------Available

 

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Reverend2100
Contributor
618 Views
Message 5 of 32

Re: Line "upgraded" but speed is the same

...And the results from the second test:

 

 Download speedachieved during the test was - 4.87 Mbps
 For your connection, the acceptable range of speedsis 3.54 Mbps-5.05 Mbps .
 Additional Information:
 IP Profile for your line is - 5.05 Mbps

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shirts
Recognised Expert
615 Views
Message 6 of 32

Re: Line "upgraded" but speed is the same

Can you post the line details from the home hub ?

If you found this post helpful, then please click the star on the left, after all, I'm only trying to help........Smiley Wink
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gg30340
Distinguished Sage
Distinguished Sage
595 Views
Message 7 of 32

Re: Line "upgraded" but speed is the same

To help establish the possible problem, use this speed tester again 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/

I assume you have a Homehub 5, if so, post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

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Reverend2100
Contributor
532 Views
Message 8 of 32

Re: Line "upgraded" but speed is the same

bt speed further diag.PNG

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Reverend2100
Contributor
530 Views
Message 9 of 32

Re: Line "upgraded" but speed is the same

router info.PNG

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Reverend2100
Contributor
510 Views
Message 10 of 32

Re: Line "upgraded" but speed is the same

...uptime is low due to powercut this morning - all these results are similar to what I was getting before the powercut though.

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