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benji02981
Beginner
290 Views
Message 1 of 6

bt infinity slow speed

i wonder if anyone could help with my problem 

 

i have been with bt for the last 8 months and had no issues with my broadband at my old house , i have just moved into my new house 6 weeks ago and paid bt the £130 home move fee , they promised me a minimum of 20 mbs ... they came and did the install and my internet was fine i was averaging 25mbs no issues 

 

last week i began experiancing problems and my broadband speed dropped to around 5mbs ... after many calls to bt call centre in india they said there was a fault and would come and fix it 

 

this morning a engineer came spent around 90 mins here said there was a fault on the pole and he had sorted it out 

 

but it can take up to 10 days for my speed to come back up

 

but my broadband speed is even slower around 3 mbs now

 

i have phoned bt again and they said they are still working on the fault at the exchange and someone will ring me back with n 24hr 

 

is this normal ... i find bt customer care very poor nd the call centre staff really hard to understand my fault ..

 

 

 

 

 

 

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5 REPLIES 5
Keith_Beddoe
Distinguished Sage
Distinguished Sage
287 Views
Message 2 of 6

Re: bt infinity slow speed

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.

 

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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benji02981
Beginner
266 Views
Message 3 of 6

Re: bt infinity slow speed

 
BT BROADBAND AVAILABILITY CHECKER
Telephone Number xxxxxxxxx on Exchange HUDDERSFIELD is served by Cabinet 137

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

  HighLowHighLow        

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

 

Left in Jumper

Other Offerings

     

Availability Date

   
VDSL Range A (Clean) 30 21.5 6.5 4.3 -- Available -- --
VDSL Range B (Impacted) 24.4 12.2 5 1.8 -- Available -- --
WBC ADSL 2+ Up to 2.5 -- 1 to 4 Available -- --
WBC ADSL 2+ Annex M Up to 2.5 Up to 0.5 1 to 4 Available -- --
ADSL Max Up to 2 -- 1 to 3.5 Available -- --
WBC Fixed Rate -- -- Available -- --
Fixed Rate -- -- Available -- --
VDSL Multicast -- -- -- Available -- --
ADSL Multicast -- -- -- Available -- --

 

 

 

 

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

This line is on a Market B Exchange.

For VDSL or G.fast Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.

 

Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 31-Oct-2013; the Formal Retirement date for IPstream is from 30-Jun-2014.

If the End User wishes to migrate from their current Broadband supplier they will need to contact the Broadband supplier they want to take service from to arrange for the service to be migrated.

 

Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number, NAD, UPRN or Access Line ID (ALID) check.

Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service.

 

 

Thank you for your interest.

 

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benji02981
Beginner
265 Views
Message 4 of 6

Re: bt infinity slow speed

1. Product Name: HomeHub5 2. Serial number: +076286+1533003046 3. Firmware version: v0.07.05.0A13-BT (Type B) Last updated 19/1/2016 4. Board version: 01 5. VDSL uptime: 0 days, 02:53:11 6. Data Rate: 799 / 6399 7. Maximum Data Rate: 4748 / 25068 8. Noise Margin: 19.7 / 27.3 9. Line Attenuation: 35.7 / 26.4 10. Signal Attenuation: 0.0 / 0.0 11. Data sent/received: 59.1 MB / 1.4 GB 12. Broadband username: bthomehub@btbroadband.com

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benji02981
Beginner
264 Views
Message 5 of 6

Re: bt infinity slow speed

regarding nise on calls yes there is a lot of static on the line ive also reported this to bt as a fault as this seemed to occur at the same time as my drop in  broadband speed . but they have said my line is fine

 

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john46
Distinguished Sage
254 Views
Message 6 of 6

Re: bt infinity slow speed

Have you tried the quiet line test dial 17070 option 2 you should hear no noise if you can hear noise then it needs reporting to BT faults on 151 with no mention of broadband in the call
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