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ahinkins8
Aspiring Contributor
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Message 1 of 26

BT Infinity

Imagine my joy when I found out that BT infinity was coming to my area after suffering from a max broadband speed of about 3Mbps for years. My new Infinity service was activated on 21/12/17 - Excitement rapidly turned to disappointment frustration and quite frankly anger with BT. - Since activation I have been unable to get a speed above 1.5Mbps and if I reboot it takes hours to reconnect. BT said there was a fault on the line and after 4 delayed completion dates this was finally rectified on 03/01/18 - No improvement in service. I have now have engineer booked, but having had engineers out to the property in the past they have never found anything wrong so I don't hold out much hope. We are some distance from the exchange in Sawbridgeworth Herts but BT are supposedly guaranteeing a min speed of 35Mbps. Anybody suffered similar problems and had a solution the than to return to normal broadband.
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25 REPLIES 25
Distinguished Sage
Distinguished Sage
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Message 2 of 26

Re: BT Infinity

@ahinkins8Welcome to this user forum.

 

Can you please provide the information on this link.

Smart hub (HH6) connection information- you need to be connected to the home hub to see this info.

 

Its the distance from the cabinet that matters, not the exchange.

 

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.

 
Could you please post the results from the BT Wholesale speed checker, including the further diagnostics.
 
 
BT Wholesale Speedtester
 
Thanks

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ahinkins8
Aspiring Contributor
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Message 3 of 26

Re: BT Infinity

 

BT BROADBAND AVAILABILITY CHECKER
Telephone Number ............. on Exchange SAWBRIDGEWORTH is served by Cabinet 1
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

WBC FTTC 18x2 Provide Availability

WBC FTTC 18x2 Sim Availability

Left in Jumper

High Low High Low
VDSL Range A (Clean) 80 79 20 19 78 Available -- -- -- --
VDSL Range B (Impacted) 80 79 20 19 78 Available -- -- -- --
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTP Availability Date

 

 

FTTP on Demand 330 30 -- Available -- -- -- --
ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

 


Left in Jumper

WBC ADSL 2+ Up to 11 -- 7.5 to 15 Available -- -- -- --
WBC ADSL 2+ Annex M Up to 11 Up to 1 7.5 to 15 Available -- -- -- --
ADSL Max Up to 5.5 -- 5 to 8 Available -- -- -- --
WBC Fixed Rate 2 -- -- Available -- -- -- --
Fixed Rate 2 -- -- Available -- -- -- --
Other Offerings

 


Availability Date

 

 

VDSL Multicast -- -- -- Available -- -- -- --
ADSL Multicast -- -- -- Available -- -- -- --
Premise environment

Status

Bridge Tap U
VRI N
NTEFaceplate P
Last Test Date 14-05-2017
For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10

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ahinkins8
Aspiring Contributor
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Message 4 of 26

Re: BT Infinity

Should also say that BT have just called and cancelled my engineer as they advise that there is still work to carry out at the exchange / cabinet and the problem will be resolved in the next 24/48 hours

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Distinguished Sage
Distinguished Sage
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Message 5 of 26

Re: BT Infinity


@ahinkins8 wrote:

Should also say that BT have just called and cancelled my engineer as they advise that there is still work to carry out at the exchange / cabinet and the problem will be resolved in the next 24/48 hours


In that case, you would still be on normal broadband, but if you post the information from the home hub, its should be possible to tell.

 

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ahinkins8
Aspiring Contributor
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Message 6 of 26

Re: BT Infinity

HomeStatus
This is a quick overview of your BT Smart Hub's status.
Connection status:
BT Broadband /BT Infinity /BT Infinity 3 and 4:BT Infinity
Firmware version:
v0.09.03.07171-BT
Firmware updated:
undefined-undefined-undefined
Serial number:
+088044+1717008407
Downstream sync speed:
1.411Mbps
Upstream sync speed:
178Kbps
Network uptime:
0 days,20 Hours31 Mins
System uptime:
0 days,21 Hours49 Mins
BT Wi-fi status:
Activated

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Distinguished Sage
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Message 7 of 26

Re: BT Infinity

can you post the help desk page in the advanced settings area of the hub stats
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Distinguished Sage
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Message 8 of 26

Re: BT Infinity

That is only part of the information, you need the technical information screen, which you can bet from the address  I posted.

That will show the modulation type.

 

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ahinkins8
Aspiring Contributor
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Message 9 of 26

Re: BT Infinity

Sorry is this the additional information

 

BT Smart Hub Manager

undefinedHomeAdvanced settingsTechnical logInformationEvent logThis is a list of your BT Smart Hub settings and current statistics.
Product name:Smart Hub
Serial number:+088044+1717008407
Firmware version:v0.09.03.07171-BT
Firmware updated:unknown
Board version:01
DSL uptime:0 days,20 Hours40 Mins40 Secs
Data rate:178 Kbps / 1.411 Mbps
Maximum data rate:158 Kbps / 1.883 Mbps
Noise margin:6.2 / 6.8
Line attenuation:56.7 / 59.0
Signal attenuation:34.0 / 44.2
Data sent / received:105.3 MB / 967.5 MB
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Activated
2.4 GHz wireless network name:BTHub6-P875
2.4 GHz wireless channel:Automatic (Smart Wireless)
5 GHz wireless network name:BTHub6-P875
5 GHz wireless channel:Automatic (Smart Wireless)
Wireless security:WPA2
Wireless mode:Mode 1
Firewall:Default
MAC address:48:8D:36:42:64:DB
Software variant:-

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ahinkins8
Aspiring Contributor
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Message 10 of 26

Re: BT Infinity

Hi

 

There is no help desk page in the advance settings area of the hub

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