No speed improvement after upgrade to BT Infinity 1....

[g_d_allen]

Upgraded to BT Infinity 1 from BT standard broadband but only getting 18Mbps, was getting 17Mbps before. Was told to expect 20 - 28 Mbps when i signed up. Bt customer services shocking, wondering if anyone here can help?

[g_d_allen]

FAQ 1. Best Effort Test: -provides background information.   Download Speed   18.19 Mbps 0 Mbps 18.91 Mbps Max Achievable Speed  Download speedachieved during the test was - 18.19 Mbps  For your connection, the acceptable range of speedsis 13.24 Mbps-18.91 Mbps .  Additional Information:  IP Profile for your line is - 18.91 Mbps 2. Upstream Test: -provides background information.   Upload Speed   2.74 Mbps 0 Mbps 10 Mbps Max Achievable Speed Upload speed achieved during the test was - 2.74Mbps  Additional Information:  Upstream Rate IP profile on your line is - 10 Mbps

[g_d_allen]

his is a list of your BT Smart Hub settings and current statistics.

Product name:

BT Hub 6A

Serial number:

+084319+NQ62830070

Firmware version:

SG4B10002236

Firmware updated:

30-Oct-2016

Board version:

1.0

Gui version:

1.32.0

DSL uptime:

3 Days, 0 Hours 0 Minutes 17 Seconds

Data rate:

2.98 kbps / 19.56 kbps

Maximum data rate:

2985 / 19725

Noise margin:

6 / 6

Line attenuation:

27.3

Signal attenuation:

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

1469 MB Uploaded / 3876 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Not active

2.4 GHz wireless network name:

BTHub6-MG87

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-MG87

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

40:C7:29:14:AA:27

Software variant:

-

Boot loader:

7.33.1

[gg30340]

Your connection speed is 19.5Mbps which is just below the minimum estimate you were given.

See link about guaranteed line speeds.

http://bt.custhelp.com/app/answers/detail/a_id/35296/~/your-line-speed-explained

How far are you from the fibre cabinet. You stats would suggest about 2km. Is that correct. If so I would not expect you to get much more than you are already getting. 

See graph for speed over distance in perfect conditions with a perfect line.

[g_d_allen]

I had an open reach engineer round a coulpe of weeks ago to fix a line problem and he told me I was 1 km from the cabinet. He seemed surprised my speed was as low as it is but said i need a fibre engineer. Can see from the BT adsl checker that I am on exchange BRENCHLEY served by cabinet 8 so i will check the distance myself. I have a cabinet about 200m from me so not sure why im not connected to that - the engineer was sure i wasn't though. He did say something about a fibre engineer might be able to reconnect me to that cabinet. I can't get BT to send a fibre engineer out though!!

[gg30340]

Openreach will not move you from one cabinet to another just to improve your speeds.

"The network over which fibre broadband is provided is bespoke, and all premises are served from dedicated fixed distribution points. Many lines are connected via their own overhead or underground link to a nearby green telephony cabinet. There are no interconnections that could be used to move a line from one cabinet to another".

https://www.homeandwork.openreach.co.uk/help-and-support/when-can-i-get-fibre.aspx

What was you minimum guaranteed speed that BT supplied to you when you ordered Infinity. If you are not getting that you should complain to BT and point that out to them.

Unless you are a very heavy user, if I was getting 17Mbps on ADSL I would not have made the move to Infinity given your estimate of between 20/28Mbps.

[g_d_allen]

17Mbps was the minimum guaranteed so i am getting that. only switched because it was costing me the same as adsl but will switch back when the contract expires in 18 mnths...

[gg30340]

Have you tried connecting to the test socket in the master socket just to eliminate any possible problems with your internal wiring.

If you are getting the minimum guaranteed speed you will be hard pressed to get BT to do anything to improve the speed.

[TimCurtis]

---

@g_d_allen wrote:

17Mbps was the minimum guaranteed so i am getting that. only switched because it was costing me the same as adsl but will switch back when the contract expires in 18 mnths...

---

The thing to remember is that if you're paying the same you do gain by having an upload speed twice that on ADSL so might be worth sticking with fibre.

Also there are changes in the future (hopefully 2017) that could improve your download speeds which will only be for fibre.