on infinity 1, but line service type never upgraded

[ssnjimb]

Hello

Iam in a dilemma here,

I have bt infinity 1 fibre,

Iam having speed issues and i just found out why.

Bt never upgraded my service line type back from when i had adsl.

So techniclly bt have mis sold me infinity fibre and have been fobbing us off.

Iam at a loss as of what to do

James Stephenson

[licquorice]

What leads you to that conclusion?

If you have a Homehub 5 can you post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log. 

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
http://speedtest.btwholesale.com/

[ssnjimb]

Hi

The engineer told me and as did the customer complaints team.

There is to be an internal investigation

James

[john46]

There is nothing wrong with your Infinity connection what is the actual problem you have ???

[ssnjimb]

If you read the original post.

Iam on an adsl line profile still and not a bt infinity line profile.

James

[licquorice]

No you're not, you're on Infinity. Post the stats from your hub as requested.

[john46]

you are on an infinity 1 profile other wise you would not be getting the upload speed you are and also infinity 1 IP Profile is 10Mbps which the speedtest is showing

[ssnjimb]

Then the engineer from openreach and the complaints handling team are not telling the truth ?

[john46]

the hub stats also show you are on infinity 1 you have no problems

[licquorice]

Line 24 is the clue, G993.2 is VDSL aka Infinity