BT Infinity minimum guaranteed speed not reached

[Steve2018]

I have signed upto BT infinity but not reached the guaranteed speed. I was guaranteed 9mb with possibility of 15mb but only connect at 3.8mb

Also how do i know im actually on fiber / infinity as the speed is similar to my normal broadband speed

Thanks

[gg30340]

Did you get the crackle on your phone line sorted as per your other post.

https://community.bt.com/t5/Landline/Crackling-on-line-and-dodgy-looking-phone-line-bracket-on-house...

Until that is sorted you will not get the best out of you broadband.

[Steve2018]

Yes that is now sorted they said wires were touching

[Keith_Beddoe]

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.

If you have a BT Home Hub 6 (Smart Hub)

Please use this link to display the Smart hub (HH6) connection information

You will need to be connected to your home hub to do this.

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

[gg30340]

When you post the information requested by Keith, make sure you include the modulation stats in the list from the Smarthub. 

If you are on Infinity it will show : Modulation: G_993_2_ANNEX_B

[Steve2018]

Thanks i will do tonight but I just checked the BT website and its not listing fiber now in my area and plusnet also now say fibre is not available in my area yet at the start of January when I signed up to BT it said it was available and at only £5 a month extra than normal broadband I went for it as the guaranteed down speed was 9meg compared to guarantee of 2 that normal broadband offered

The exchange has fiber as my postman lives right next to it and said he gets the full 76meg or what ever it is on infinity2

Thanks

[imjolly]

living next to exchange does not help with fibre it is the street cabinet that you want to be close to

[Steve2018]

BT Smart Hub Manager
bt image

Technical log
Information

Event log
Back
This is a list of your BT Smart Hub settings and current statistics.


Product name: BT Hub 6A
Serial number: +084316+NQ74459270
Firmware version: SG4B1000B522
Firmware updated: 30-Jan-2018
Board version: 1.0
Gui version: 1.64.0
DSL uptime: -
Data rate: 975 Kbps / 4.38 Mbps
Maximum data rate: 975 / 4448
Noise margin: 5.9 dB / 6 dB
Line attenuation: 51.5 dB
Signal attenuation: 31.9 dB / 51.5 dB
VPI / VCI: 0/38
Modulation: G_992_5_ANNEX_A
Latency type: Fast Path
Data sent / received: 0 MB Uploaded / 0 MB Downloaded
Broadband username: bthomehub@btbroadband.com
BT Wi-fi: Not active
2.4 GHz wireless network name: BTHub6-GHM6
2.4 GHz wireless channel: Smart (Channel 1)
5 GHz wireless network name: BTHub6-GHM6
5 GHz wireless channel: Smart (Channel 36)
Wireless security: WPA2 (Recommended)
Wireless mode: Mode 1
Firewall: On
Software variant: -
Boot loader: 9.2.0

[Steve2018]

Im not connecting to the internet now either for over 2 days i saw a load of this in the router log -

Timeout during PPP initialization LCP/IPCP

[Keith_Beddoe]

You are still on ADSL.

Modulation: G_992_5_ANNEX_A

https://en.wikipedia.org/wiki/G.992.5

When was Infinity supposed to be activated?