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Message 1 of 4

BT Infinity-No where near expectations

We recently got the BT Infinity package, it's no where near advertised speeds:

Ping: 23ms
Download Speed: 14.93mbps
Upload Speed: 0.50mbps

We've contacted BT multiple times and all the times they've said they'll fix the problem. They've also told us that this will be fine for online gaming, of which it's not. 

If anyone has any suggestions please help :smileyhappy:

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Distinguished Sage
Distinguished Sage
Message 2 of 4

Re: BT Infinity-No where near expectations

Welcome to this user forum.


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.


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.. This must be done using an Ethernet connection.



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Distinguished Guru
Distinguished Guru
Message 3 of 4

Re: BT Infinity-No where near expectations

To add to was @Keith_Beddoe has said also try a quiet line test 17070 option 2.


Any noise report as a line fault with no mention of broadband.

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Aspiring Contributor
Message 4 of 4

Re: BT Infinity-No where near expectations

Do you have the figures that are on your order email? these will tell you the speed range that you were sold.
Also, it might be worth giving the Technical Helpdesk a call on 0800 111 4567 (they deal with slow speeds). Ignore the requests for your number from the automated voice and you will get to the helpdesk quicker.

1. Is hub in the right 'hole'? If you have a '2-hole' socket, put the ADSL cable into the small square hole...
2. Make sure you are connecting to the correct 'SSID' e.g. BTHub6-1234
3. If you 'work from home', use a business line, not a residential line.
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