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Message 1 of 4

New Infinity Connection Slow and Keeps Dropping out

Hi all, I had Infinity installed on Friday and am not 100% sure on the time it takes to become stable. Basically I checked my hub page yesterday and found it had dropped out at 3am Sat morn, today I have checked again and it dropped out at 8am Sun morn. I am also having periods where the Internet goes painfully slow, around 0.5 down and 0.0 up (yes NO up speed). Is this normal for a new installation. This is wired and wireless I must add. I have a HH3 as BT haven't sent me a hub 5 and he only had 3 REV A hubs on his van. My profiles are as follows when using BTW Performance Test:


Download speedachieved during the test was - 37.6 Mbps
 For your connection, the acceptable range of speedsis 12 Mbps-38.72 Mbps .
 Additional Information:
 IP Profile for your line is - 38.72 Mbps

Upload speed achieved during the test was - 8.81Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 10 Mbps

Might I add the painfully slow periods of internet are not resolved by rebooting or anything, the internet simply comes back up to speed on it's own.


Edit: Just did a tracert to as saw it recommended on here, results below.

Tracing route to []
over a maximum of 30 hops:

  1     1 ms     1 ms    <1 ms  BThomehub.home []
  2     5 ms     5 ms     4 ms
  3     5 ms     5 ms     5 ms
  4     7 ms     7 ms     7 ms
  5     7 ms     7 ms     7 ms
  6     7 ms     7 ms     7 ms
  7    52 ms     7 ms     7 ms [
  8    16 ms    18 ms    17 ms [109.159.25
  9    13 ms    16 ms    17 ms [109.159.2
 10    15 ms    16 ms    16 ms
 11     *        *        *     Request timed out.
 12    17 ms    16 ms    16 ms []
 13    16 ms    16 ms    15 ms
 14    16 ms    15 ms    16 ms []

Trace complete.

Should I be worried yet or is this all normal? Thanks.

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Distinguished Sage
Distinguished Sage
Message 2 of 4

Re: New Infinity Connection Slow and Keeps Dropping out

Your speed will fluctuate during the first few days. BT say it takes 10 days to "train" your line. You just need to leave it alone during this period. Do NOT switch the Openreach modem off and on. If you previously had BT Broadband and are using the same homehub I would do a factory reset by pressing a pin into the recess button on the rear for about 20 seconds so that it reconfigures to Infinity.

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Message 3 of 4

Re: New Infinity Connection Slow and Keeps Dropping out

Thanks for the reply, I will see how it is in another week then! No this is a brand new infinity istallation, not an upgrade.
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Aspiring Contributor
Message 4 of 4

Re: New Infinity Connection Slow and Keeps Dropping out

I wouldn't worry. I have had Infinity nearly a week now and initially it was awful just as you described. However after a few days it does stabalise and it seems (touch wood) to be fine now.
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