Paid for BT Infinity speed upgrade and am still on old speed

[danj122]

Hi - this is a crosspost from the other forum. Link to my post below:

https://community.bt.com/t5/Bills-Packages/Charged-activation-fee-for-renewing-BT-Infinity/m-p/18016...

At the recent price increase I chose to pay £3.50 extra per month for a new homehub plus an upgrade of speed from 52mbit to 76mbit.

Over a month later my speed has not increased and speed checkers say that I should be able to receive 76mbit (see screenshot)

Please can somebody advise whether this upgrade has actually gone through and if not why?

Regards

[Keith_Beddoe]

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

Which BT home hub do you have?

[imjolly]

can you post the stats from your router please

if checker working can you enter phone number and post results  http://dslchecker.bt.com/adsl/adslchecker.welcome

just tried and checker still down

[danj122]

Hi Keith,

This is the result:

[danj122]

I am not sure how to post results from router and not currently at home. Can you please let me know how I do this and I will post it as soon as I am home

[Keith_Beddoe]

Is it a home hub 6 (smart hub that you have) ?

[danj122]

Yes

[Keith_Beddoe]

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@danj122 wrote:

Yes

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When you get home,

Please post the connection information from the smart hub using this link

[imjolly]

just go to hub manager then advanced settings then technical log

[danj122]