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Message 1 of 2

Re: BT Infinity installed with not the minimum speed

I had Infinity 1 installed yesterday and the download speeds are between 479Kps and 1.72Mps yes you read it right-so it isn't usable. The engineer who did the installation doesnt seem to want to know (tried 3 times) and I am being told to wait 10 days for stabilisation. I have been told that the minimum guaranteed line speed is between 30/45Mps so I don't see why I should pay for a service I can't use and which is about 3% of the minumum guaranteed speed. Has anyone else had this sort of a problem please or have any words of wisdom and comfort please. Or is it best to cancel my direct debit until I get the service.

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Distinguished Sage
Distinguished Sage
Message 2 of 2

Re: BT Infinity installed with not the minimum speed

Do not cancel your Direct Debt. All that will do is cause you a world of pain.


Have you tried contacting BT and explaining the problem. If you do, don't be fobbed off with the "10 day stabilisation period". Your connection should work from the start and may fluctuate slightly over the first couple of days but there is no way it is going to improve to what you have been guaranteed.


Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.


Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

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.

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/

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