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tm1210
Newbie
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Message 1 of 13

BT Infinity 2 no faster than Infinity 1

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I've left this late in the game to ask for help now as my contract is nearly up I've just ben so busy. I upgraded with the understanding my speed would be upgraded to I think it was 56 or 58Mbps which I would have been delighted with but they have never changed at all wich leads to think did the change in effect even take place? My contracts up in April and I know the price difference isn't that big of a deal but surely theres no point in paying for a service I'm not currently getting.

 

My only worry is that if I do downgrade I'm afraid my spped might get messed up and knowing my luck I'll end up in the low teensSmiley Sad

 

Stats are...

 

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I really do feel like this is a 2 minute job that an enginner could probably sort. I'm not sure I'm not that techncally minded. Any advice would be most greatful.

 

 

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Distinguished Guru
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Message 2 of 13

Re: BT Infinity 2 no faster than Infinity 1

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Speed is dependant on line length and it looks like yours is too long to go any faster.

 

If you have a Homehub 5, can you post your helpdesk data from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254 or http://bthomehub.home or http://bthub.home

Please miss out any data you don't want to post

 

From the Helpdesk data it should be easier to say if your line is too long.

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tm1210
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Message 3 of 13

Re: BT Infinity 2 no faster than Infinity 1

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Hey Ray.

Many thanks for getting back so quick. I sadly only have a HH3. So it looks like I might have been suckered into a 12 month contract by BT knowing I'd little chance of receiving those speeds I got in that letter?

Think is I'm stuck them as I live at home and my mum would not switcha way from BT at any cost.

I quite happy with the speeds I'm not happy with the way this panned out. That being said I'll have a strong word with a rep as they haven't been off the phone knowing my contract is up for renewal!
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Distinguished Guru
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Message 4 of 13

Re: BT Infinity 2 no faster than Infinity 1

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Sorry, I didn't spot that.

 

In that case can you post your IP Profile by running the BT Performance test at www.speedtest.btwholesale.com please? When the first test has finished, press the Further Diagnostics button then after you enter your phone number, your IP Profile should be displayed.

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tm1210
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Message 5 of 13

Re: BT Infinity 2 no faster than Infinity 1

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Sorry Ray is this the info you requested?

 

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Distinguished Guru
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Message 6 of 13

Re: BT Infinity 2 no faster than Infinity 1

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Well it is, but in this case only the Helpdesk info from a Homehub 5 is useful.

As you have a HH3, you need to get your IP Profile to check you actually are on Infinity 2.
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tm1210
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Message 7 of 13

Re: BT Infinity 2 no faster than Infinity 1

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Distinguished Guru
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Message 8 of 13

Re: BT Infinity 2 no faster than Infinity 1

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Thanks. As you can see your Upstream Rate IP Profile is 20 Mbps which means you are on Infinity 2, but it looks like your line is too long to go any faster.

I think you have been mis-sold Infinity 2 and you should be moved back to your old contract for free.

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Distinguished Sage
Distinguished Sage
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Message 9 of 13

Re: BT Infinity 2 no faster than Infinity 1

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not sure you have been mis-sold if you chose to upgrade but you should certainly downgrade back to infinity 1 and if contract due then use the options team who are uk based and they will sort it  0800800030



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dfenceman
Expert
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Message 10 of 13

Re: BT Infinity 2 no faster than Infinity 1

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This may help the OP :-

Table of FTTC speed against distance from the street cabinet
Distance from the street cabinet (km)FTTC fibre broadband connection speed (Mbps)
080
0.180
0.280
0.376
0.469
0.560
0.651
0.743
0.835
0.931
128
1.126
1.224.5
1.323
1.422
1.521
1.619.8
1.719
1.818
1.917
216.5
2.115.5
2.214.8
2.314
2.413.3
2.512.5
2.611.7
2.710.8
2.810.2
2.99.4
38.7
Best regards,
dfenceman