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saintly35
Beginner
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Message 1 of 10

BT Infinity slow and with high ping

I believe I am having congestion issues. I was always 70MB+ until the last few days and also low ping. Now it constantly varies and at times the connection is unusable. I have already tried the obvious

 

- different home hub

- reset routers

- hard wired connection

- bt wholesale and a variety of other tests that all say the same

- have called BT but was stonewalled and have an engineer booked but dont think it will achieve much

 

Latest test

 

Download Speed: 6.72MB

Upload Speed: 10.25MB

Latancy: 62ms

 

If it is a congestion issue what should I do?infinity1.PNG

 

On a related note they appeared to have moved the cabinet wihich was right outside my house. Could this be the cause of the problem?

 

Very frustrated, any help appreciated!!

 

Capture.PNG

 

 

 

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9 REPLIES 9
Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: BT Infinity slow and with high ping

Welcome to this user forum. @saintly35

 

Can you please provide http://speedtest.btwholesale.com/  results for different times of the day, including the further diagnostics page? The last test needs to be done at peak times so the results are stored on the BT server.

 

These must be done using a computer connected to the home hub, using an Ethernet cable.

 

Which exchange are you connected to?

 

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saintly35
Beginner
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Message 3 of 10

Re: BT Infinity slow and with high ping

Thanks for the reply.

I am on Hythe exchange near Southampton. Will do the further tests but unfortunately they often time out.
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Distinguished Sage
Distinguished Sage
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Message 4 of 10

Re: BT Infinity slow and with high ping

@saintly35 You could have errors on your line.

 

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

 

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Moderator
Moderator
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Message 5 of 10

Re: BT Infinity slow and with high ping

Hi @saintly35

 

Welcome to the forum and thanks for your posts!

 

I'm sorry you're experiencing slow broadband speeds.  From your stats, you're max'd out in terms of your connection speed (both up and down) but the throughput speed is nowhere near where it should be.

 

Follow @Keith_Beddoe's advice and make sure the test is completed using an ethernet cable.  This will rule out any wireless issues.

 

Also, when completing the speed test (with a wired connection) click on "further diagnostics" at the bottom so that your result is stored on the server.

 

I've checked the exchange you're connected to for any known issues and there isn't anything obvious that stands out.

 

Reply back with the info @Keith_Beddoe is looking for and we'll take it from there.

 

Cheers,

 

Robbie

Community ModeratorRobbieMac
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saintly35
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Message 6 of 10

Re: BT Infinity slow and with high ping

Thanks for the reply.

 

There are no noises so the line seems fine.

 

I have tried to change the user name on the hub for the third test but I cannot seem to find the setting. 

 

On smarthub 6 connected directly with ethernet.

 

Just did a test!Capture 1.PNG

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Distinguished Sage
Distinguished Sage
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Message 7 of 10

Re: BT Infinity slow and with high ping

Please run the further diagnostics test. That downloadspeed is very low.

 

Your connection speed is fine.

 

 

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saintly35
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Message 8 of 10

Re: BT Infinity slow and with high ping

I have this socketsocket.PNG

 

I have tried to run further diagnostics but it keeps timing out. I did post one earlier in the thread if that helps. Alao attached is my hub information.

 

Thanks for trying to help

 

tech 2.PNG

 tech.PNGtech 1.PNG

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Moderator
Moderator
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Message 9 of 10

Re: BT Infinity slow and with high ping

Hi @saintly35

 

Thanks for posting back!

 

I have double checked your exchange but there are no issues reported.  I don't think there is much more the community can suggest, we've more or less covered everything.

 

Can you send us over your details and we'll take a closer look at your connection from here?  Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.

 

Cheers,

 

Robbie

Community ModeratorRobbieMac
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saintly35
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Message 10 of 10

Re: BT Infinity slow and with high ping

Thanks

 

Hace sent details through.

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