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Coverdoodle99
Aspiring Contributor
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Message 1 of 22

BT Infinity 2 Download Speeds dropped from 75mbps to 3mbps

My BT Infinity 2 Download speed was 75mbps then on the 20th March it dropped to 3mbps and after ringing BT Support 26 times in the last 3 weeks and being told to run test after test, after disconnecting/restarting/resetting my router a dozen times i have had no improvement what so ever. the BT Wholesale Speedtest everytime tells me im getting 70mbps but any other test i run it shows 3-5mbps. 

 

An example: Before the 20th March i could download a 26GB file in about 45mins to an hour, now a 2GB file takes 8 hours. 

                  My wife and i could play Black Ops 3 in the same house both on 2 wired PS4s and we could watch a video on                           youtube or watch a video on netflix and not have any issues what so ever, now not even one of us can play a game                   without connection issues.

 

BT Tech Support say "because the BT wholesale speedtest says 70mbps they cant do anything about it even tho i am clearly experiencing shocking speeds. 

 

Please sort this im sick of paying money for nothing

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Distinguished Sage
Distinguished Sage
2,653 Views
Message 2 of 22

Re: BT Infinity 2 Download Speeds dropped from 75mbps to 3mbps

if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post 1-12

 

 

 

can you run btspeedtester and when first test completes then run diagnostic test and post results  must be done with wired connection  btspeedtester

 

 

 

can you enter your phone number and post results  remember to delete number wholesale FTTC check

 

 

 

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



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Coverdoodle99
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Message 3 of 22

Re: BT Infinity 2 Download Speeds dropped from 75mbps to 3mbps

 

HH5 Helpdesk

 

1. Product name: BT Home Hub
2. Serial number: +068543+NQ50211434
3. Firmware version: Software version 4.7.5.1.83.8.222.1.1 (Type A) Last updated 18/02/16
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 01:13:49
6. Data rate: 19999 / 76691
7. Maximum data rate: 25747 / 76487
8. Noise margin: 15.3 / 5.8
9. Line attenuation: 18.8 / 16.2
10. Signal attenuation: 18.7 / 16.2
11. Data sent/received: 274.2 MB / 1.0 GB
12. Broadband username: bthomehub@btbroadband.com

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Coverdoodle99
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Message 4 of 22

Re: BT Infinity 2 Download Speeds dropped from 75mbps to 3mbps

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Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

  HighLowHighLow    

FTTC Range A (Clean)75.457.82018.6--Available
FTTC Range B (Impacted)6030208.5--Available
WBC ADSL 2+Up to 11.5--10 to 13Available
WBC ADSL 2+ Annex MUp to 11.5Up to 110 to 13Available
ADSL MaxUp to 6--5 to 7Available
WBC Fixed Rate2----Available
Fixed Rate2----Available
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Fibre Multicast------Available
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Coverdoodle99
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Message 5 of 22

Re: BT Infinity 2 Download Speeds dropped from 75mbps to 3mbps

 

Screen Shot 2016-04-12 at 18.41.02.png

 

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Distinguished Sage
Distinguished Sage
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Message 6 of 22

Re: BT Infinity 2 Download Speeds dropped from 75mbps to 3mbps

From your stats you have a 76mb connection speed which is very good as higher than your checker estimated speed. Your download speed according to btspeedtester is 38mb which is lower than expected but still should be enough. Was test done with wired connection?



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Distinguished Sage
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Message 7 of 22

Re: BT Infinity 2 Download Speeds dropped from 75mbps to 3mbps

My money is on wireless 🙂
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Coverdoodle99
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Message 8 of 22

Re: BT Infinity 2 Download Speeds dropped from 75mbps to 3mbps

All my speedtests are done with a Wired Connection to Port 1 of the router with nothing else connected. i know that it shows i am getting 76mb but i never achieve that speed or anywhere remotely near it. the technician even took control of my computer and ran a speedtest himself and he saw i got 5mbps. ive done on the hour for 16 hours and emailed pictures to BT emphasising that i do not get the speeds all the tests and data say.

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Distinguished Sage
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Message 9 of 22

Re: BT Infinity 2 Download Speeds dropped from 75mbps to 3mbps

Can you run the further diagnostics test that you're offered after running the inital BT Wholesale speedtest and post the results
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Coverdoodle99
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Message 10 of 22

Re: BT Infinity 2 Download Speeds dropped from 75mbps to 3mbps

Screen Shot 2016-04-12 at 20.56.01.png

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