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CptMav
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Message 1 of 10

Slower than promised BT Infinity speeds

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I recently upgraded to BT Infinity however I’m getting speeds much lower than the promised 21-28 mb/s (minimum guaranteed 19 mb/s). In reality, after a week I'm getting 14 mb/s. I've spoken to the guys in India a few times but they've yet to find a solution, telling me to call back if it doesn't improve. I initially did a diagnostic on the line and it told me there was a problem with the retail servers. I was informed it was going to be remedied by the end of that week, but after the deadline went the fault was just closed without a resolution. The diagnostic was run again and it still says there is a problem with the retail servers.

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Webby
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Message 2 of 10

Re: Slower than promised BT Infinity speeds

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Wired or wireless?
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CptMav
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Message 3 of 10

Re: Slower than promised BT Infinity speeds

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Both. The downstream sync speed on the router directly is 14.06 mps
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Keith_Beddoe
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Message 4 of 10

Re: Slower than promised BT Infinity speeds

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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

 


 
Could you please post the results from the BT Wholesale speed checker, including the further diagnostics.

 

The helpdesk always say retail servers, as that is where they see the connection speed, the fault itself, could be anywhere.

 

Try connecting things up as shown below, and see if the connection speed improves.

 

infinity_test.jpg

 

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CptMav
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Message 5 of 10

Re: Slower than promised BT Infinity speeds

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Hi, here's the info you requested-

 

Speeds.jpg

Product name:

BT Hub 6A

Serial number:

+084319+NQ62766103

Firmware version:

SG4B100021EC

Firmware updated:

12/05/16

Board version:

1.0

Gui version:

1.28.3

DSL uptime:

1 Days, 13 Hours 22 Minutes 58 Seconds

Data rate:

5.24 kbps / 14.06 kbps

Maximum data rate:

5236 / 13588

Noise margin:

6.3 / 6

Line attenuation:

26.2

Signal attenuation:

0 / 262

-

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

716 MB Uploaded / 3762 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Not active

2.4 GHz wireless network name:

BTHub6-9683

2.4 GHz wireless channel:

Channel 6

5 GHz wireless network name:

BTHub6-9683-5

5 GHz wireless channel:

Channel 44

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

40:C7:29:0A:E7:78

Software variant:

-

Boot loader:

7.33.1

 

Speed Test.jpg

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CptMav
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Message 6 of 10

Re: Slower than promised BT Infinity speeds

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I've just tied putting it through the test socket and getting 32 mb/s!

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Webby
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Message 7 of 10

Re: Slower than promised BT Infinity speeds

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Wow, just goes to show how much of an impact internal wiring can have 🙂
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CptMav
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Message 8 of 10

Re: Slower than promised BT Infinity speeds

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Yeah, i had no idea! Well glad I've got it sorted, i can start enjoying some 4k movies now.

 

So what's the best way forward with my bt phone socket? Can't really just leave it plugged into test with all the other wires hanging out? I only need that one phone socket, is it easy enough to isolate it?

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Keith_Beddoe
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Message 9 of 10

Re: Slower than promised BT Infinity speeds

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@CptMav wrote:

I've just tied putting it through the test socket and getting 32 mb/s!


@CptMav Is it practical to locate your home hub there? If so, you can fit a filtered faceplate like this.

 

LINDY VDSL2 Microfilter Faceplate about £11.50.

LINDY VDSL2 Microfilter Faceplate

 

The home hub plugs into the VDSL socket, and the phone into the phone socket. It fits in the same place as the bottom section of the master socket.

 

Extension wiring connects to the filtered connections inside.

 

Product Description


Designed to be plugged into a telecom provider NTE5 Master Socket, the VDSL2 Microfilter Faceplate acts as a splitter and provides separation and filtration of the VDSL-ADSL/telephone signals.
Ideal for ADSL Broadband applications like High Speed video streaming and online gaming, the Faceplate allows your router or modem to be plugged directly into the master socket offering a better connection as it is no longer reliant on plug in filters, cheaper dongles or unreliable extensions that are often the cause of poor performance.
Separate terminals for telephone and ADSL extensions are provided on the rear of the plate for the telephone line and ADSL line to be split at the Master.

 

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Keith_Beddoe
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Message 10 of 10

Re: Slower than promised BT Infinity speeds

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If you do not need the extensions, then simply remove the wires from the back of the bottom section that is detached.

 

 

If you need a temporary fix until you get the proper faceplate, and need the extensions working for other things that use the phone line, you can connect things as shown below.

 

filtertemp.jpg

 

The Lindy faceplate works fine, and does not suffer from the electrical failure that plague the BT SSFP.

 

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