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Nadeemsarwar
Aspiring Contributor
3,323 Views
Message 1 of 4

Slow speed on new BT Infinity connection

Hi my mum has just signed up to BT Infinity 2 and was promised a minimum speed of 60 MB.

 

Done a few speed tests and the line has settled at around 38 MBs down with c12mbs up.

I'm now wondering if she's been set correctly on the right package as this looks like Infinity 1 speeds.

Any help in seeing what the issue is here, much appreciated.

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3 REPLIES 3
gg30340
Distinguished Sage
Distinguished Sage
3,314 Views
Message 2 of 4

Re: Slow speed on new BT Infinity connection

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/

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

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Nadeemsarwar
Aspiring Contributor
3,274 Views
Message 3 of 4

Re: Slow speed on new BT Infinity connection

Hi there.

 

Thanks for offering up some help.

 

All tests done and screenshots attached with data.

 

No noise on line.

 

Hopefully we can get to the bottom of this.

 

Thanks

 

2017-01-09 (5).png

 

 

2017-01-09 (4).png

 

2017-01-09 (2).png

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gg30340
Distinguished Sage
Distinguished Sage
3,262 Views
Message 4 of 4

Re: Slow speed on new BT Infinity connection

You are on the Infinity 2 package as can bee seen by your Up Speed being 11Mbpswhich is above the Infinity 1 cap of 10Mbps. Also the Up IP profile is 20Mbps. If it was on Infinty 1 it would show the Up IP profile as 10Mbps.

 

Your Max Data rate is showing as 40Mbps and the noise margin is 6.4 so there would appear to be no room for improvement.

 

Are you connected to the master socket? 

 

Can you remove the face plate on the master socket and connect to the test socket and re-run the speed test and the stats from the hub.

 

If they don't improve you will need to contact BT and report that you are getting below your estimated speed and you would like an engineer to investigate what the problem is.

 

It could be that you are too far from the Fibre cabinet to get better speeds and the estimate check is wrong. How far are you from the fibre cabinet?

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