I recently spoke to BT and agreed to renew BT Infinity 2 Unlimited service for another year, however I have noticed a significant drop in speed since the renewal (05/05/16).
Please see my test results that I run speedtest BT Wholesale below.
Download speed achieved during the test was - 37.45 Mbps
For your connection, the acceptable range of speedsis 40 Mbps-38.67 Mbps .
IP Profile for your line is - 38.67 Mbps
Even though My BT portal states that I am subscribed to the BT Infinity 2 Unlimited (up to 76MB) it looks like BT have applied lower Infinity 1, 38MB profile.
Prior to the renewal I was getting approx 54MB down and approx 17MB up speeds.
After logging a complaint with BT their helpdesk contacted me but they were really not helpful.
I hope someone can point me in the right direction to get this resolved please.
if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post 1-12
can you run btspeedtester and when first test completes then run diagnostic test and post results must be done with wired connection btspeedtester
Are you usingt test sockerpt with a new filter?
can you enter your phone number and post results remember to delete number wholesale FTTC check
try quiet line test dial 17070 option 2 should be quiet and best with corded phone
Thanks, appreciate your quick reply.
I must point out the speed drop occured after contact renewal ie there was absolutely no hardware changes at my end.
I no longer have corded phone therefore unable to run clean line test.
BT speedtester site 1st test shows 37.50MB down, 15.50MB up and 28ms ping, the diagnostics test keeps coming up with an error therefore unable to complete.
Below are HH5 details, connected to fairly new BT master socket inc filter.
|Product name:||BT Home Hub|
|2. Serial number:||+068343+NQ34732355|
|3. Firmware version:||Software version 188.8.131.52.184.108.40.206.11 (Type A) Last updated 01/07/15|
|4. Board version:||BT Hub 5A|
|5. DSL uptime:||0 days, 00:41:10|
|6. Data rate:||18919 / 39952|
|7. Maximum data rate:||18920 / 53623|
|8. Noise margin:||6.1 / 10.1|
|9. Line attenuation:||20.5 / 16.7|
|10. Signal attenuation:||20.4 / 16.9|
|11. Data sent/received:||184.2 MB / 1.0 GB|
|12. Broadband username:||firstname.lastname@example.org|
Telephone Number XXXXXXXXXXXXX on Exchange GOLDERS GREEN is served by Cabinet 2
Below is the snapshot of what's available in my street as per dsl checker BT site
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
|FTTC Range A (Clean)||64.4||48.7||18.3||12.3||--||Available|
|FTTC Range B (Impacted)||47.7||25||14.4||6.1||--||Available|
|WBC ADSL 2+||Up to 13||--||10.5 to 15.5||Available|
|WBC ADSL 2+ Annex M||Up to 13||Up to 1.5||10.5 to 15.5||Available|
|ADSL Max||Up to 7||--||6 to 8||Available|
|WBC Fixed Rate||2||--||--||Available|
|FTTP on Demand||330||30||--||Available|
I was told by BT (and confirm on here I think!) to re boot the moden and router every 6 months to re synch the max DL speed.
In honesty Ive only done this on the very odd occasion.
That probably makes sense, but I am still puzzled why the sudden drop in speed after the contract renewal.
I was fairly happy with the speed prior to 05/05/16 when I spoke to BT sales and renewed the contract.
Is it possible that BT have put me on the Infinity 1 profile but charging for Infinity 2,how can I check this?