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ikriss
Beginner
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Message 1 of 16

BT Infinity 1, broadband speed - well below expectations

Hi to All.
I'm a new forum member as well new BT customer, my broadband been set up 5 days ago, as ex-Virgin Media customer I was expecting ferly high speed, its 'BT' must be good. yeah
From day zero my speed remains rather the same 25mb-26mb well below advertised speed - 52mb guaranteed 32mb, I have already called several times the customer support, not so helpful. they decide to send out the engineer to come to my house due to the line or wire faulty, which been canceled in next hour because they managed to solve it without him attending.
Now they put my line on 48h observation team or something like that, been told the speed will improve soon.
I have attached some pictures below :

 

 

BT1.jpg

Bt.jpg

Log -

Product name:

BT Hub 6A

Serial number:

+084316+NQ74451780

Firmware version:

SG4B1000B316

Firmware updated:

18-Jan-2018

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 10 Hours 42 Minutes 14 Seconds

Data rate:

7.11 Mbps / 27.84 Mbps

Maximum data rate:

8429 / 33986

Noise margin:

5.7 dB / 6 dB

Line attenuation:

23.2 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

943 MB Uploaded / 14360 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Not active

 

-----------------------------------------------------------------------------------------------

 

 

Connection status:

 
 
 
BT Broadband /
BT Infinity /
BT Infinity 3 and 4 :

BT Infinity

 
Firmware version:

SG4B1000B316

 
Firmware updated:

18-Jan-2018

 
Serial number:

+084316+NQ74451780

 
Downstream sync speed:

27.84 Mbps

 
Upstream sync speed:

7.11 Mbps

 
Network uptime:

0 Days, 10 Hours 42 Minutes

 

System uptime:

0 Days, 10 Hours 44 Minutes

 

 

 

I will appreciate any help

 

Regards

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15 REPLIES 15
imjolly
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Message 2 of 16

Re: BT Infinity 1, broadband speed - well below expectations

Are you using the test socket with a filter to see if that helps by eliminating your internal wiring. If you have extension sockets can you check that there is no dial tone when connected to test socket

 

try quiet line test.dial 17070 option 2 should be quiet and best with corded phone



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ikriss
Beginner
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Message 3 of 16

Re: BT Infinity 1, broadband speed - well below expectations

Thank you for a reply & help.
In my home, I have phone socket with NTE5
master socket adaptor plate so normally I don't use filter provided by BT.
But even connecting hub directly to the test socket with filter didn't affect broadband speed.
Also, the quiet line test by dialing 17070 sound fine, didn't hear any noises.

 

Front of my socket :

 

IMG_20180124_173800.jpg

 Hub connected directly to the test socket

IMG_20180124_175017.jpg

 

Test results on laptop connected by wire to hub

 

IMG_20180124_182524.jpg

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imjolly
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Message 4 of 16

Re: BT Infinity 1, broadband speed - well below expectations

Posting tthe router stats when connected to the test socket would help. If you have extension sockets in other rooms then check that there is no dial tone when connected to test socket



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ikriss
Beginner
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Message 5 of 16

Re: BT Infinity 1, broadband speed - well below expectations

Thanks for reply  Smiley Tongue

 

OK, there's a log after connecting router to test socket and 30 sec reset :


This is a quick overview of your BT Smart Hub's status.
Connection status:
BT Broadband /
BT Infinity /
BT Infinity 3 and 4 :

BT Infinity
Firmware version:

SG4B1000B522
Firmware updated:

24-Jan-2018
Serial number:

+084316+NQ74451780
Downstream sync speed:

27.79 Mbps
Upstream sync speed:

7.02 Mbps
Network uptime:

0 Days, 0 Hours 3 Minutes
System uptime:

0 Days, 0 Hours 5 Minutes
BT Wi-fi status:

Active

-------------------------------------------------------------------


Product name:

BT Hub 6A
Serial number:

+084316+NQ74451780
Firmware version:

SG4B1000B522
Firmware updated:

24-Jan-2018
Board version:

1.0
Gui version:

1.64.0
DSL uptime:

0 Days, 0 Hours 7 Minutes 39 Seconds
Data rate:

7.02 Mbps / 27.79 Mbps
Maximum data rate:

8384 / 34246
Noise margin:

5.9 dB / 6.3 dB
Line attenuation:

23.2 dB
Signal attenuation:
VPI / VCI:

0/38
Modulation:

G_993_2_ANNEX_B
Latency type:

Fast Path
Data sent / received:

3 MB Uploaded / 6 MB Downloaded
Broadband username:

bthomehub@btbroadband.com
BT Wi-fi:

Active
2.4 GHz wireless network name:

PowerHome
2.4 GHz wireless channel:

Smart (Channel 11)
5 GHz wireless network name:

@PowerHome
5 GHz wireless channel:

Smart (Channel 44)
Wireless security:

WPA2 (Recommended)
Wireless mode:

Mode 1
Firewall:

On
MAC address:

A0:39:EE:69:14:41
Software variant:

-
Boot loader:

9.2.0


I don't have any other activated phone socket at the moment so I can't do that test:( .

I'm getting very frustrated with BT now do I still will be able to cancel my contract? its only been 8 days since my broadband been activated.
Also, the speed doesn't even match the guaranteed BB
speed, so could I just get in touch with CS and ask for terminate my contract without any fine due to BT lack of service.

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imjolly
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Message 6 of 16

Re: BT Infinity 1, broadband speed - well below expectations

if you arenow in test socket and quiet line test is ok and you have no other extension sockets active or not which have a dial tone then see if forum mods can help as I thing you need engineer visit   mods will post here



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StuartH
Moderator
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Message 7 of 16

Re: BT Infinity 1, broadband speed - well below expectations

Hi @ikriss

 

I can have this investigated for you to see if we can get those speeds up. Send us in your details using the contact the mods link in my profile.

 

Thanks

 

Stuart

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ikriss
Beginner
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Message 8 of 16

Re: BT Infinity 1, broadband speed - well below expectations

Thank you again for the reply,
I have re-connected all wires build-in phone socket as see below. I was hoping that will help but unfortunately, still having the same issue with speed.

 

 

IMG_20180125_102635.jpg

 

IMG_20180125_104033.jpg

 

Test speed result after -

IMG_20180125_105614.jpg

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ikriss
Beginner
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Message 9 of 16

Re: BT Infinity 1, broadband speed - well below expectations


@StuartH wrote:

Hi @ikriss

 

I can have this investigated for you to see if we can get those speeds up. Send us in your details using the contact the mods link in my profile.

 

Thanks

 

Stuart


Thank you I will do . Smiley Tongue

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imjolly
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Message 10 of 16

Re: BT Infinity 1, broadband speed - well below expectations

I would just leave it now and take up mods offer of help by going to contact mods and filling up form



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