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Recognised Expert
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Message 31 of 38

Re: Ongoing problems with BT Infinity connection and speed


JonDR wrote:

No. The engineer said in the old days he would have gone up and cut it back himself but they are not allowed to now.

 


I thought that might be the case.....when the engineer fitted a new drop line to my property, instead of climbing up 10 feet up a ladder against the pole, he had to wait for a cherry picker and operator to turn up..........

 

Hopefully your problems have now been sorted.......

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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Distinguished Guru
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Message 32 of 38

Re: Ongoing problems with BT Infinity connection and speed

Ok looks like you've identified the problem that you mentioned here:

 

"2. One of the moderators helping us (Neil) had identified a problem (the reason for this visit) which the engineers could not find today."

 

You should be able to get max upload but you're only getting 1.8

 

What product are you on Infinity 1 or Infinity 2?

 

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If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
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Recognised Expert
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Message 33 of 38

Re: Ongoing problems with BT Infinity connection and speed


@JonDR wrote:

 

 

When the broadband engineer left, everything seemed to be working ok and we had a download speed of about 38 (max possible is 40, so we were very pleased).


At a guess, the op is on Infinity 1..........Smiley Wink

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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Aspiring Contributor
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Message 34 of 38

Re: Ongoing problems with BT Infinity connection and speed

Yes, we are on Infinity 1.

 

Ray_Dorset - I'm a bit confused now - do you think we still have a problem? - if so what?

 

 

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Distinguished Guru
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Message 35 of 38

Re: Ongoing problems with BT Infinity connection and speed

You're only getting 1Mb upload, you should be getting 10Mb. It may sort itself out 10 days after the fault was fixed, like mine did today.
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If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
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Aspiring Contributor
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Message 36 of 38

Re: Ongoing problems with BT Infinity connection and speed

Still confused I'm afraid - why do you think we should be getting 10Mb upload? We were only ever promised a max of 2 when we placed our order for Infinity 1 - see extract from order below:

 

Your broadband speed

We estimate your download speed will be between 39Mb and 40Mb. We estimate your upload speed will be between 1.9Mb and 2Mb.

 

The speed test we have been running (BT Wholesale test) shows we are now getting 1.8 upload (was 0.2 before the engineer reset it earlier today). 

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Distinguished Guru
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Message 37 of 38

Re: Ongoing problems with BT Infinity connection and speed

As you can see from the dslchecker, you line is capable of 20Mbps up https://community.bt.com/t5/BT-Infinity-Speed-Connection/Ongoing-problems-with-BT-Infinity-connectio...

But if they have put you on the 40/2 product, then everything's fine 🙂
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If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
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Aspiring Contributor
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Message 38 of 38

Re: Ongoing problems with BT Infinity connection and speed

That's ok then - thank you all for your help and advice.
Have maintained our speed since the reset yesterday so it's looking good....
Three cheers for the moderators!
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