cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
seanious
Beginner
454 Views
Message 1 of 6

Paying for Infinity 2 but getting slower that Infinity 1

I received an offer recently from BT to go onto Infinity 2 therefore increasing my speed to a possible 76Mbps.  Having looked into my profile on BT.com it appears that I'm already Infinity 2 and have been for some time; however I'm only getting 40Mbps which is slower than Infinity 1. Is it possible that I'm being billed for Infinity 2 and the Infinity set-up at the exchange is Infinity 1?

 

I've gone through the whole disconnecting everything and only having one device connected to check the speed, also I live on a new housing estate which one would assume the cables are in good condition and the BT green box is approx 400 - 500 yards away from my property.

 

Kindest regards

 

Sean

0 Ratings
5 REPLIES 5
licquorice
Distinguished Sage
Distinguished Sage
449 Views
Message 2 of 6

Re: Paying for Infinity 2 but getting slower that Infinity 1

Infinity is just one product. There are artificial caps to limit the speed to 52M for Infinity 1 and 76M for Infinity2 if the line is capable of higher speed. you will only get the speed your line is capable of up to the cap. If you are only getting 40M, that is all you will get regardless of Infinity1 or Infinity2. What leads you to believe you are paying for Infinity2?

0 Ratings
seanious
Beginner
398 Views
Message 3 of 6

Re: Paying for Infinity 2 but getting slower that Infinity 1

I looked at my online bill and it says Infinity 2. I've been paying this since the line was installed.

 

Sean

0 Ratings
licquorice
Distinguished Sage
Distinguished Sage
379 Views
Message 4 of 6

Re: Paying for Infinity 2 but getting slower that Infinity 1

In that case, I would suggest you drop to Infinity1 and save a bit of money.

0 Ratings
Keith_Beddoe
Distinguished Sage
Distinguished Sage
376 Views
Message 5 of 6

Re: Paying for Infinity 2 but getting slower that Infinity 1

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.

Then, if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post lines 1-12

 

Or post the information from the smart hub, using this link.

 

http://192.168.1.254/0000012803/gui/#/technicalLog/information

 

Then it should be possible to see if there is a possible fault condition.

 

0 Ratings
gg30340
Distinguished Sage
Distinguished Sage
374 Views
Message 6 of 6

Re: Paying for Infinity 2 but getting slower that Infinity 1

Based on the information you have supplied so far, the advice given by licquorice is correct but just to check in case there is a problem other than being on the wrong Infinity package can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.


http://www.dslchecker.bt.com/adsl/adslchecker.welcome

and use this speed tester then scroll down the page and carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

http://speedtest.btwholesale.com/

If you have a Homehub 5 can you post the stats from 1-12 by logging onto the Homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

or


If you have the Smart Hub, (Homehub 6) can you go to hub manager then advanced then technical log and post the stats. http://bthomehub.home/

0 Ratings