On the 29th of November 2017, I received an email from BT informing me that my Infinity 1 package of 52 Mbps would be upgraded to 76 Mbps for free:
|We're boosting your broadband speed|
|Enjoy faster movie downloads and smoother streaming as we're giving your broadband speed a boost up to 76Mbps. If you haven't already received your speed boost, you can expect it before the end of this year.|
However I still have not received the speed boost, have not got any further emails or phone calls about it and get only around 55 Mbps Down / 9 Mbps Up (measured through Speedtest.net). I also get 55Mbps in the speed test through the My BT portal.
I had a web chat with a BT advisor through the BT website, who was keen to help and helped me reset the hub to factory conditions, but unfortunately couldn't do anything more than confirm that my account was indeed upgraded to 76 Mbps for free, that there were no line faults, and agreed that I should be getting 76 Mbps / 20 Mbps. I am more interested in the upload speed boost as it doubles but I wouldn't mind 76 Mbps either!
This seems to be a somewhat common issue discussed on here, so I thought I would reach out to you kind folks for some help and advice.
Technical log from Smart Home Hub Type-A router:
BT Hub 6A
0 Days, 5 Hours 52 Minutes 28 Seconds
9.99 Mbps / 55.00 Mbps
20877 / 75558
13.2 dB / 11.6 dB
120 MB Uploaded / 741 MB Downloaded
only people that can help are forum mods and they will post here
Welcome to the community forum. I'm sorry you haven't received your speed boost. I'll be able to help you with this. Please can you send me in your details using the "Contact The Mods" link found in my profile?
|Did you get the help you needed?|
Help others by clicking on ‘Mark as accepted solution’
|Show your appreciation!|
Click on the star next to a reply to say thanks
|Help guide to using the community? Click below|
Someone from the BT forum team contacted me on Thursday and said an order (VOL13......) has been placed on my account to increase the speed to 76 Mbps. I was told this would take up to 5 days and to wait until Tuesday morning.
Hopefully this will go through tomorrow and I will report back. Strangely on the MyBT platform, I can see the order and the order number but when I click on it, it says no orders found. Hope this doesn't mean the order doesn't exist!
I was mistaken, its 5 working days not 5 calendar days! So fingers crossed by the end of the week it should happen.