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richamondo
Newbie
1,331 Views
Message 1 of 5

BT Infinity 2 Speeds Halved

Hi everyone im knew to this forum but i have been with BT now since september last 2016, I have had BT infinity 2 since this time using a superhub at a speed coming in at around 63MB constantly with no drops and my line showed i have a capacity of 77MB down when i used the HUB MANAGER.

 

For the past week my speed has been stuck at 32.40MB maximum in my settings so im not getting anything above 30mb per download and my upload is stuck at 15mb

 

Ive spoken to customer services and gone through every check possible from hub reset to power off and on to even testing my line using the test socket all which shows fine,

The agent i spoke to agreed i have had too many drops around 10 per week the accepable limit is 3,

all BT have apparently done is reset my line so it shows i am a new connection but nothing has been done and the speed reamins the same,

I was getting a call back apparently on sunday from them to see if this has improved but after doing some research on here and in general it sounds like my IP Profile has been lowered and i cannot for the life if me figure out why?

 

Its frustrating that BT keep expecting me to pay £60 a month for a service that in theory i could pay £38 for which is their Infinity 1 deal which it appears i am now on?

 

Can someone or a MOD look into this please or offer any advice im starting to lose my mind with this broadband.

 

 

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4 REPLIES 4
Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: BT Infinity 2 Speeds Halved

Welcome to this user forum. @richamondo

 

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

 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.
 
Could you please post the results from the BT Wholesale speed checker, including the further diagnostics.

 

 

 

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richamondo
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Message 3 of 5

Re: BT Infinity 2 Speeds Halved

Hi as Follows Please see the information beow :

 

It shows my line is capable of handling so much more as it has done previously, in relation to testing the line i do not have a phone to do this and the agent confirmed there was no noise on the line and the line is stable, please see all results below.

 

 

 

roduct name:

BT Hub 6A

Serial number:

+084316+NQ62438120

Firmware version:

SG4B10002244

Firmware updated:

17-Dec-2016

Board version:

1.0

Gui version:

1.32.0

DSL uptime:

0 Days, 10 Hours 27 Minutes 56 Seconds

Data rate:

19.00 kbps / 32.40 kbps

Maximum data rate:

19001 / 72410

Noise margin:

9.7 / 15.9

Line attenuation:

15.2

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

280 MB Uploaded / 1237 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

Pretty_Fly_For_A_WiFi

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

Pretty_Fly_For_A_WiFi

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

90:4D:4A:34:38:4B

Software variant:

-

Boot loader:

7.33.1

 

 

 

 

 

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richamondo
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Message 4 of 5

Re: BT Infinity 2 Speeds Halved

I have also noticed my noise margin has increased from around 6 to 9  over 15 now, me thinks possible DLM may be stuck on, any chance of getting this taken off and sorted....

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Distinguished Sage
Distinguished Sage
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Message 5 of 5

Re: BT Infinity 2 Speeds Halved


@richamondo wrote:

Hi as Follows Please see the information beow :

 

It shows my line is capable of handling so much more as it has done previously, in relation to testing the line i do not have a phone to do this and the agent confirmed there was no noise on the line and the line is stable, please see all results below.

 

_______________________________________________________________________________________________________

 

The agent would not be able to determine this. You will need to test with a phone.

 

Please see this post, that also applies to BT Infinity.

 

https://community.bt.com/t5/ADSL-Copper-Broadband-Speed/No-Internet-and-horrible-bt-customer-service...

 

A high resistance connection is quite likely.

 

The speed cannot be reset without a visit from Openreach.

 

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