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anniemac
Contributor
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Message 1 of 20

Upgrade to Infinity - need to understand results

My contract recently had to be renewed and I changed from Standard Broadband to Infinity 1.  The new Hub arrived and connected without any obvious problems.  I got wifi working again with everything once I added the new Hub name.  

 

I could not tell much difference so over the past few days I have been running a speed test with the following results -

 

April 10 BT speed test:  Down 5.76   Up 0.87  

 

Since then the BT speed test will not run for me. It refers to a fault report. I did not report a fault intentionally - will it have picked up that the speed test would not run on April 12 and 14?  As BT test would not run I used Which test.

 

April 12 'Which' speed test:  Down 5.1    Up 1.0

April 14 'Which' speed test:  Down 5.2    Up 1.0

 

The Std broadband got results like: Down 6.0  Up 0.85

 

My questions are -

1. Am I looking for better speed too soon? (April 10 was new Bband date).

2. The confimation email said I should get 14-21 MB.  Is that realistic?

3. Can I clear the BT speed test so that it loses the 'fault' and if so, how?  Or should I escalate a fault with Tech support?

4. The plug-ins for lots of sites are having to be authorised or edited.  Wondered if that could be anyting to do with new hub?

 

Any insight into this would be most helpful as I am not a technical bod!

 

Thanks

Anne

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19 REPLIES 19
Keith_Beddoe
Distinguished Sage
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Message 2 of 20

Re: Upgrade to Infinity - need to understand results

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.


Please post the information from the smart hub, using this link.

 

http://192.168.1.254/0000012803/gui/#/technicalLog/information

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anniemac
Contributor
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Message 3 of 20

Re: Upgrade to Infinity - need to understand results

 
Back

This is a list of your BT Smart Hub settings and current statistics.

Product name:

BT Hub 6A

Serial number:

+084319+NQ65156406

Firmware version:

SG4B10002244

Firmware updated:

11-Apr-2017

Board version:

1.0

Gui version:

1.32.0

DSL uptime:

1 Days, 17 Hours 23 Minutes 56 Seconds

Data rate:

896 bps / 5.54 kbps

Maximum data rate:

896 / 6108

Noise margin:

6 / 2.8

Line attenuation:

35.5

Signal attenuation:

161 / 355

VPI / VCI:

0/38

Modulation:

G_992_5_ANNEX_A

Latency type:

Fast Path

Data sent / received:

200 MB Uploaded / 1228 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-HFZW

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-HFZW

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

24:20:C7:85:F0:69

Software variant:

-

Boot loader:

7.33.1

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Keith_Beddoe
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Message 4 of 20

Re: Upgrade to Infinity - need to understand results


@anniemac wrote:
 
Back

This is a list of your BT Smart Hub settings and current statistics.

Product name:

896 bps / 5.54 kbps

Maximum data rate:

896 / 6108

Noise margin:

6 / 2.8

Line attenuation:

35.5

Signal attenuation:

161 / 355

VPI / VCI:

0/38

Modulation:

G_992_5_ANNEX_A

Latency type:

@anniemac

Sorry to say, you are still on normal ADSL, you have not been upgraded to BT Infinity.

 

See https://en.wikipedia.org/wiki/G.992.5

 

When where you told activation would take place?

 

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anniemac
Contributor
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Message 5 of 20

Re: Upgrade to Infinity - need to understand results

Below is an extract from an email from BT on 31 Mar 2017.  However if my system has not been upgraded yet I am not too worried.  I was concerned that the 'new' speed was no better than before.  The new Hub arrived on 10 April, that was only 4 days ago.  I thought I had been told that they would let me know when the broadband change was done, but maybe I got than wrong.

 

Will I give it another week and get back to you if the situation is still the same?

 

I appreciate you looking into this for me.

 

Regards,

Anne

 

"Broadband - Unlimited BT Infinity 1

Your broadband will start by midnight on: 10 Apr 2017

How fast will it be?
We estimate your download speed will be between 14Mb and 21Mb, and your upload speed will be between 1Mb and 1Mb.

The minimum guaranteed speed you can expect from your broadband will be 12Mb.

The top broadband speed you can get is an estimate and depends on a number of things. To find out what they are, go to bt.com/aboutbroadbandspeed

We comply with the Broadband Code of Practice We'll always do our best to give you the download speed shown. But if it's slower and stays that way, you might be able to cancel your broadband contract without having to pay early termination ...."

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gg30340
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Message 6 of 20

Re: Upgrade to Infinity - need to understand results

You need to contact BT and inform them that your upgrade has not happened as it should have on 10th April. You will be getting billed from that date and unless you let BT know it has not gone through they will not o anything about it because as far as they are concerned it should have already happened.

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Keith_Beddoe
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Message 7 of 20

Re: Upgrade to Infinity - need to understand results

@anniemac

I expect its the holiday period that has delayed things, as Openreach are quite busy, with less staff.

 

You should be notified when the service is activated, and you can also track it on MyBT.

 

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gg30340
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Message 8 of 20

Re: Upgrade to Infinity - need to understand results

Keith

 

The start date was 10th April, which was not over the holiday period. It should have been delivered on that date and if it wasn't the OP should have been informed.

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anniemac
Contributor
917 Views
Message 9 of 20

Re: Upgrade to Infinity - need to understand results

Keith and gg30340

 

A quick update on this.

 

When I look at MyBT it tells me that I now have Infinity 1, although the report I sent yesterday to Keith said I had not been upgraded.  So I decided to phone BT.  Apparently I have been upgraded to to Infinity 1, but there is a fault with my Broadband which probably explains why there is no increase in speed test he said. The fault will be fixed by 18 April and they will let me know when it has been done.

 

Thank you for your help.

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pippincp
Sage
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Message 10 of 20

Re: Upgrade to Infinity - need to understand results

The fault with your broadband is that you have not been upgraded and nothing else. You are still on ADSL and until such time as an engineer coonects you to a VDSL port at the cabinet then that's where you'll stay.

 

It was supposed to happen but it hasn't!

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