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RainKai
Aspiring Contributor
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Message 1 of 11

BT Infinity Connection Speed.

Hi there potentially helpful community (and BT Staff members?),

 

We've been sitting on this problem for some time now, but I've decided it's time to at least pose a question/statement about it.

 

Summary: "Our BT Infinity goes much slower than expected."

 

Full Story: 

- I share a building/Internet with another and we both use the internet heavily in our businesses (self-employed).

 

- At time of installation of the BT Infinity we were quoted 50-70Mbps~, upon installation it only managed 36Mbps to which the engineer expressed surprise, as we are apparently only 300 meters from the 'box', we had to sign something the engineer had to declare that we accept this speed which falls below some kind of threshhold or something. at the time we accepted this basis as while it's not 70Mbps, sure 36Mbps seemed like a substantial upgrade over the 5Mbps we were getting on ADSL2.

The internet performed within 30-35MBps for just short of 5 months when suddenly it to <20Mbps, then gradually declined to the new 10Mbps~, where it has remained for about a year now.

 

- We contacted BT over the phone, which... wasn't very useful several times, each time we were told basically what was happening was normal, and if we're actually connected at all there's absolutely no problem, regardless of the changes in speed or how slow it becomes. when we pushed to have a professional come and look at it, we were basically told we'd be charged for the priviledge even if they decided there was nothing wrong.

 

- Before we got BT Infnity we had years of problems involving it, we'd have weeks where the internet would up and down adding up to hours each day, and getting an engineer to look at it they would decide nothing was wrong with it, but they felt there was "a lot of noise on the line", to which they claimed they would get someone to look at the line itself and we never heard any news back on the progress with that. A technician said to us (and our neighbor who has similar problems over the years), that there is likely a piece of aluminum wiring or something somewhere in our loop and that's causing high resistance (whatever that means), but they refused to put it in writing at the time, or resolve the problem they suspected was there.

 

- During the ADSL problems we got a second line installed to run two internets at once in order to try to improve the uptime, which we cancelled upon getting BT Infinity as we assumed the problems would have finally passed with the introduction of this new technology/system.

 

- Asking other people in our street to test for us we got a list coming to the conclusion that, the first 26 houses in our street get 10-30mbps~ and all the houses after that get 60-75mbps~

 

Hardware setup: 

Modem: Echolife HG612 (it says 3B on it also)

Router: HomeHub(i think 3?), We've also tried Linksys WRT610N.

Wiring: Modem is plugged directly into the master socket, there is no extension socket(s), We've replaced the CAT5 cables to the computers, router, and the RJ cable between the Modem and Wall Socket (twice)

 

Question: So this poses us to the question of, should we do anything about this? IS there anything we can do about this? Or should we just be grateful our internet stays connected these days and accept 10Mbps~ as the best speed we're going to get without moving house? Fun thought though: (it's amusing to think that it's potentially cheaper to buy a new house than it is to get your internet fixed?)

 

Thanks for reading all that (if you read all that).

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10 REPLIES 10
dfenceman
Expert
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Message 2 of 11

Re: BT Infinity Connection Speed.

Welcome to the BT Residential Customers forum

 

If you are a business user, please could you post on the BT Business forum at http://business.forums.bt.com/ 

 

You are not allowed to use the residential service for business use.

 

Thanks

Best regards,
dfenceman
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RainKai
Aspiring Contributor
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Message 3 of 11

Re: BT Infinity Connection Speed.

We live in the building in question and use residential internet, so assume this topic still applies?
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Distinguished Guru
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Message 4 of 11

Re: BT Infinity Connection Speed.

Can you post what the dslchecker estimates for your lines please? www.dslchecker.bt.com
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RainKai
Aspiring Contributor
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Message 5 of 11

Re: BT Infinity Connection Speed.

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Distinguished Guru
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Message 6 of 11

Re: BT Infinity Connection Speed.

Can you post your IP profile returned by www.speedtest.btwholesale.com? After the first part proceed to do the Further Diagnostics and after you enter your phone number, your IP Profile will be displayed.
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RainKai
Aspiring Contributor
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Message 7 of 11

Re: BT Infinity Connection Speed.

Download speedachieved during the test was - 10.76 Mbps
IP Profile for your line is - 13.19 Mbps

Upload speed achieved during the test was - 4.92Mbps
Upstream Rate IP profile on your line is - 20 Mbps
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Distinguished Guru
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Message 8 of 11

Re: BT Infinity Connection Speed.

Ok, so you probably have a line fault. Did you say your phone line is noisy?
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RainKai
Aspiring Contributor
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Message 9 of 11

Re: BT Infinity Connection Speed.

That's what two engineers said, but a long time ago, while we still had ADSL (2-3+ years now), how do i check that information?
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Distinguished Guru
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Message 10 of 11

Re: BT Infinity Connection Speed.

One way is to do the Quiet Line Test. Plug a corded phone in and dial 17070 and select option 2 then listen for any noise. It should be totally silent.

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If you found this post helpful, please click on the star on the left
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