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steve1988
Beginner
827 Views
Message 1 of 8

Wifi Connection issues for all devices on BT infinity.

Hi All,

 

I recently did a home move and moved my BT infinity from previous address (which worked fine and I had 2 drop outs both 2 minutes long over 3 months) but I have been "using" BT Infinity since Saturday morning and the issues will not stop.

 

 

I connected laptops, iphones and consoles to the Wifi and at first i should have been getting 30MB but speed checkers came back with 20mb. Later on that day the connection dropped to less than 2mb on the playstation 3 and then around 5mb on iphones, i even sat right next to wireless router and was getting 15mb, half of what i should be getting.

 

I enabled port forwarding for the playstation 3 which made no difference, i changed the channel from 1 to 11 and this made no difference, i then called BT helpline (who ran a line test and no issues were found) and connected my laptop via Ethernet cable, she remote assisted me and reset all of my router settings then ran a speed test, it came back 30mb??? then she asked i disconnect cable and try same test with wireless this came back at 33mb, so they said there was no issue.

 

The second they got off the phone i did a speed check and it was showing half.(around 15mb)

over the whole weekend connection has been dropping out or dropping so low that it really feels like im wasting money.

 

I have not even dared to set up the BT Vision as the TV will just not be watchable.

 

I am completely stuck on what to do and have really lost faith in BT, how can the connection jump around that much, each time i run a speed test i get different results, several times during the day the wifi just stops, have turned off router 3 times total which made no difference.

 

is anyone else getting these sorts of issues? I thought AOL was bad but i went from no issues with a max 1.5mb speed to endless issues with a sporadic connection that goes from half a meg to 22meg (only ever got 30meg result while on the phone to BT which is suspicious)

 

I know it could be teething issues but at my old address it worked straight away and as i said above was fine in terms of uptime.

 

Any help would be great, would also love some steps on obtaining info the send to BT to prove there is an issue.

 

Hope this does not sound like an angry rant but i wasted my whole weekend trying to sort this out (during best heatwave in uk for sometime 😞 )

 

Many thanks

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7 REPLIES 7
Distinguished Sage
805 Views
Message 2 of 8

Re: Wifi Connection issues for all devices on BT infinity.

hi your problem sound like wireless interference you could try downloading a programme call insidder and looking to see if you have any possible wire less interference and the moving your wireless channel to a clear channel also as visionis ethernet wired and need approx 2mb to operate you would have no problems there
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steve1988
Beginner
786 Views
Message 3 of 8

Re: Wifi Connection issues for all devices on BT infinity.

Hi,

 

Thank you for your responce, i downloaded the recommended software but everything looked fine, i was on channel 1 everyone else was on 6 or 11 in my area.

 

Got home today and speed dropped to 1.2meg, just have no idea what is happening, our old router sat right behind a TV and never had interference issues, the bt hub and router i have now are in my bedroom metres away from anything that could interfere.

 

Thanks

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steve1988
Beginner
783 Views
Message 4 of 8

Re: Wifi Connection issues for all devices on BT infinity.

Just ran a speedtest using bt checker, results are not good....

FAQ

Results Image not loaded

Test1 comprises of two tests

1. Best Effort Test: -provides background information.

 Download Speed
 3044 Kbps
  
0 Kbps35309 Kbps
Max Achievable Speed

 

> Download speedachieved during the test was - 3044 Kbps
 For your connection, the acceptable range of speedsis 12000-35309 Kbps .
 Additional Information:
 IP Profile for your line is -35309 Kbps


2. Upstream Test: -provides background information.

 Upload Speed
 5151 Kbps
  
0 Kbps10000 Kbps
Max Achievable Speed

 

>Upload speed achieved during the test was - 5151 Kbps
 Additional Information:
 Upstream Rate IP profile on your line is - 10000 Kbps

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Distinguished Sage
777 Views
Message 5 of 8

Re: Wifi Connection issues for all devices on BT infinity.

do not forget there may be some hidden ssid's so changing channels could still help
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steve1988
Beginner
756 Views
Message 6 of 8

Re: Wifi Connection issues for all devices on BT infinity.

Hi,

 

Thanks for the response.

 

I changed the channel to channel 4 and the same issue still occured. I phoned BT helpdesk and they asked that i connect a cable to the router and got me to do a speed test this came back at 30meg and they were about to close the call saying its a wireless issue and apparently BT do not support wireless....... luckily just before they ended the call my connection halved with a wired connection to around 15meg then dropped even further to 5meg.

 

This proves its not a wireless only issue and i was quite shocked they said they do not support wireless, they said they will monitor for 24 hours and call me back, within an hour of getting off the phone connection dropped to below 2meg and i was seeing huge response times when running ping tests to bbc and google.

 

I'm really stuck on what to try, BT said it could be a hub issue but they really want to to jump through hoops before they send a new one, at least i now know this is not just a wireless issue.

 

The last thing they did was reset the hub (i usd the reset button on the hub) this made no difference apart from setting the channel back to 1. Phoned them 4 days in a row, different people with different views..very frustrating.

 

Many thanks

 

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Highlighted
Distinguished Sage
753 Views
Message 7 of 8

Re: Wifi Connection issues for all devices on BT infinity.

Hi I suggest you contact the forum mods about this they should be able to get this looked into for you when you contact them copy a link to this thread to them as well for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours

They are a UK based specialist team who have a good record at getting problems solved
steve1988
Beginner
743 Views
Message 8 of 8

Re: Wifi Connection issues for all devices on BT infinity.

Thank you,

 

I have emailed BT using the link provided.

 

Fingers crossed πŸ™‚

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