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Message 1 of 3

Connection issues & poor speeds

Been a Infinity 2 customer for a long time now (Homehub 3 user) and never had any issues until recently but for around the past 2 weeks I've been experiencing various issues with my connection and now, after yet another day of dismal connection issues/speeds I've raised a complaint over the issue with BT. Looking at the forums it seems I'm not alone,it seems many users are experiencing similar issues which mysteriously began 2~ weeks ago and have resulted in a severe drop in speeds as well as frequent issues connecting to many sites altogether.


Trying to use the service for general browsing often results in various "page cannot be found errors" with various error codes shown. I have tried the all usual steps - powered off the router and modem for a bit, reconnected them, cleared my DNS cache, etc - makes no difference. I took a trip around the block to use someone else's BTWiFi service and surprise surprise - similar issues were exhibited there too.

Various errors are displayed during regular browsing with Google Chrome, such as:

Pinging google typically results in 50% packet loss, 25% if I'm lucky, in some cases it times out completely.


I've been frequently unable to connect to Steam and my Steam download speed now often hovers around 100-150Kb, wheras before it was several megabits and came close to hitting the max line speed. I've also frequently started getting an error page from the homehub itself stating that it cannot connect to broadband. I notice there have been several "issues" listed on the service status page for some time, my area code (01625) is apparently unaffected (I beg to differ) so I suppose my question is have BT had some kind of major outage somewhere that they have yet to fix and given these issues have been going on for some time are they planning partial refunds to affected customers?


This has been going on for around 2 weeks now, the service up until this saga has been excellent however the length of this outage and BT's apparent failure to remedy the issue even 2 weeks down the line are seriously making me question whether I want to remain with the service, I'm paying for the Infinity 2 speeds because that is the level of service I expect, this past 2 weeks has been something of a throwback to the 56K modem era, which I do not particularly relish.

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Distinguished Sage
Message 2 of 3

Re: Connection issues & poor speeds

If it is a network problem then then it is down to BT Wholesale /Openreach to resolve it is outside BT Retails control as it is likely also affecting other ISP's as well
can you please run the further diagnostics part of the BT speedtest with a wired connectionand post the results

and also Can you run this checker and post back a screen shot of the results

and use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/
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Distinguished Sage
Distinguished Sage
Message 3 of 3

Re: Connection issues & poor speeds


You are posting on a three year old thread so you may not get a reply from the OP.

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