New Infinity 1 Installation - slow 12mbps max, consistently, since install.

[Krist0ph]

Good morning,

I had Infinity 1 activated at my property 2 weeks ago, as this is the fastest BT offers at my address, and have had consistently slow speeds since I installed the hub. I am using a direct socket connection, no extensions or intermediaries. I have two BT outlets in my house and both produce the same results. I have done an ADSL check on my telephone number and have discovered the following:

I have run a speed test using speedtest.net and am only able to achieve 12.5mbps downstream, regardless of time of day and have run tests during the night, during the day and at peak teatime.

Here are two tests I ran a week apart.

I am also unable to run a BT speed test using my PC or by using the My BT app which keeps telling me that I have to wait until the line has 'been updated'.

Please can anyone offer assistance in this case as I am currently unable to use the internet for all but the most basic tasks.

Many thanks,

[Webby]

Can you post the connection stats from your home hub please.

Are you testing wired or wirelessly?

[Krist0ph]

I am testing both using lan & wlan and cannot get more than ~12.5mbps. The router is reporting 13ish Mbps downstream but in practice it's no different than my independent speed tests. Really hoping for a solution to this.

many thanks

[Webby]

Are you connected to the master socket or an extension?

[Krist0ph]

As far as I am aware it is the master socket. There are only two sockets in my property and one is clearly an extension, the other is in the office and is clearly a BT fitted socket. Both sockets provide the same speeds however.

[Webby]

Can you remove the faceplate from one of them to reveal a test socket behind the face plate?

[Krist0ph]

I can indeed. The faceplate itself reads "openreach" on the outer housing.

[supernoodles]

Just so you know the first screenshot you posted shows your phone number

[Webby]

Ok, can you connect the router into the test socket using a microfilter and repost the connection stats from the hub whilst in the test socket?

If nothing much changes, you need an engineer.

If the speeds increase, then the issue is with the home wiring.

[Krist0ph]

Good morning, thanks for the suggestions.

I have connected the hub directly to the test socket as you described however I do not experience any significant increase but do now experience some instability and jitter. This is still falling way below the expected line speed and under the minimum guaranteed speed for my property.

Do you have any suggestions?