After having Infinity installed on the 5th May I was very happy with the speed which was consistantly over 34mbs with my IP profile being set to 38mbs but as of yesterday my speed has dropped to 4mbs with my IP profile now at 4.5mbs, see latest test result:
Test1 comprises of two tests
I emailed a fault yesterday and received an automated email that didn't address possible reasons for the drop in my IP Profile, just the routine things to check that I don't believe would affect the profile. Any further suggestions or help would be appreciated.
I also noticed yesterday that my phone line seems to be affected with the line being very crackly at my end. As the line to my house is underground the current windy conditions should not have any affect.
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try the quiet line test dial 17070 option 2 should hear nothing so any hiss or crackle is a fault and needs fixed. dial 151 and report a phone fault NOT a broadband fault
Thanks for the quick reply. I have tried a quiet line test and it was far from quiet, lots of crackling so I then called 151 to report it. They already have the ticket for my broadband fault and have now added a phone line fault to my report.
Just got off the phone with BT and after trying my phone in the test socket and still getting crackling they have booked a phone line engineer to come and check it out. Fingers crossed he finds a fault.
sounds like if you get the phone crackle fixed that should also help sort your broadband problem
That's what I'm hoping without a charge as they did say that if they found a fault with my equipment then they would charge me but as the fault is affecting my phone and broadband and as BT only installed Infinity a few weeks ago I don't expect a charge.
Engineer attended on the 27th May and confirmed that there was crackling on the line. He then tested the broadband speed and said it all looked OK (estimated download of 40 mbs and upload of 10mbs), I then retested my connection and confirmed that the speed was back to normal (around 35mbs download and 8mbs upload) so it seems unplugging the modem from the BT socket and plugging it back in again sorted the problem.
Anyway after a few hours he determined that there was a problem between my house and the street cabinet so he switched me onto a different cable pair and noise is now gone . I was impressed with the engineer, he was very thorough and persisted until he had resolved the fault.