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ToxicSmoggie
Aspiring Contributor
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Message 1 of 8

Explanation please

Signed up in August 2017 for bt infinity 1 and was getting around 40mb down and about 9mb up, everything was fine up until the middle of October where I'd get disconnected for hours and days, after an engineer visit in November, found out the issue was a faulty card in the cabinet.

Since then and until the 21st Jan, I started getting speeds of around 59mb download and between 16-18 upload, after the 21st my speed dropped and also my ping increased (which is still higher than it used to be), found out that I'd been disconnected no more than 13 times over 4 days and 7 of those where in one night, so I put it down to my profile resetting.

So tried contacting bt to get some answers and also mentioned about my speeds both pre and post 21st Jan and the answers i get are all the same apparently im still on bt infinity 1.

When I've told them about the speeds I was getting before the disconnectionsand after the engineer vist, again the answers the same 'I'm on bt infinity 1', one agent has actually said that my line is fine and there's no issues and I'm getting the maximum speeds on bt infinity 1, but when I've mentioned the speeds I was getting for 3 months, again same answer. 'I'm on bt infinity 1', I even questioned the upload speed that I was getting previously and that I'm getting now and been told that there's no estimated speed on upload speeds.

From my understanding bt infinity 1 is 55/9, my speeds where from November to 21st January 59/16-18, after a couoe weeks since the decrease I'm now getting 53/13-15.

Am I right in saying that I'm no longer on bt infinity 1 after they upgraded customers at the back end of last year even though I didn't get any email to say I'd been upgraded or am I still on bt infinity 1 but have an increased upload speed?

I don't have a working laptop at the moment but what ice seen from the line stats the sync speed is at 55mb and attainable be around 68mb for download and 20mb and 21 for upload, sure that cannot be right for bt infinity 1

Don't also know if it's worth mentioning but the cabinet I'm on is a eci one


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7 REPLIES 7
Sage
Sage
461 Views
Message 2 of 8

Re: Explanation please

Can you post your conection stats? How to get them HERE.

 

Enter your phone number HERE and post a screenshot of the result. Remove your phone number before posting.

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Distinguished Sage
Distinguished Sage
442 Views
Message 3 of 8

Re: Explanation please

can you also do quiet line test  dial 17070 option 2  should be quiet and best with corded phone



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Distinguished Sage
Distinguished Sage
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Message 4 of 8

Re: Explanation please

You have probably had the speed boost that is mentioned in this link. If you did you will still be on Infinity 1 but it is now receiving the additional speed, it does not change you onto Infinity 2 which is a different package with other benefits.

 

http://bt.custhelp.com/app/answers/detail/a_id/56165/~/questions-about-the-bt-infinity-1-speed-upgra...

 

As regards the email advising you of the speed boost, it is not unknown for BT emails to end up in the spam folder or for BT to send them to an email address that you used when you first signed up with BT but no longer use.

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ToxicSmoggie
Aspiring Contributor
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Message 5 of 8

Re: Explanation please

As requested

 

Done the quiet line test and no noise on the line.

 

Line stats fom the HG612

 

Connection up time: 0 days 22 hours 6 minutes & 9 seconds Last Resync recorded at 13/02/2018 22:00

Firmware version: A2pv6C038m.d24j Retrain Reason: 0
________________________________________________________________________________________________________________

Downstream Upstream Downstream Upstream


Sync (kbps) 55993 20000 Interleaving 1173 1
Attainable rate (kbps) 68816 24115 INP 3.00 0.00
Attenuation (dB) 18.7 0.0
SNR Margin (dB) 6.6 6.8
Power (dBmV) 4.8 4.8 SES (total) 0 0
RSUnCorr errors (delta) 0 0 RSUnCorr errors (total) 12113 0
Errored seconds (delta) 0 0 Errored seconds (total) 28 17
Bitswaps (delta) 36 0 Bitswaps (total) 52207 62
CRC errors (delta) 0 0 CRC errors (total) 134 17
HEC errors (delta) 0 0 HEC errors (total) 2965 0
FEC errors (delta) 23 0 FEC errors (total) 1043068 171
________________________________________________________________________________________________________________

 

Capture.PNG

 

 

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Distinguished Sage
Distinguished Sage
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Message 6 of 8

Re: Explanation please

Your stats show you have had the boost and you connection of 55993kbps is above the max for old infinity 1 cap. However all your disconnections have caused your speed to reduce and was not your profile resetting. Your current connection time is only 22hrs is that due to modem dropping connection or manual reset

 

if you can get your connection stable then your speed you increase back toward attainable but could take DLM quite a few weeks



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ToxicSmoggie
Aspiring Contributor
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Message 7 of 8

Re: Explanation please

So much for the stable speeds, again speeds have dropped and ping has increased due to this whem I was at work.

 

Connection up time: 0 days 14 hours 4 minutes & 24 seconds Last Resync recorded at 16/02/2018 00:47

Firmware version: A2pv6C038m.d24j Retrain Reason: 1
________________________________________________________________________________________________________________

Downstream Upstream Downstream Upstream


Sync (kbps) 50714 19993 Interleaving 1513 253 (both showing as on)
Attainable rate (kbps) 68832 21570 INP 5.00 2.50
Attenuation (dB) 18.8 0.0
SNR Margin (dB) 6.5 6.5
Power (dBmV) 6.5 6.4 SES (total) 10 0
RSUnCorr errors (delta) 0 0 RSUnCorr errors (total) 963 0
Errored seconds (delta) 0 0 Errored seconds (total) 60 26
Bitswaps (delta) 20 0 Bitswaps (total) 20887 16
CRC errors (delta) 0 0 CRC errors (total) 5439 32
HEC errors (delta) 0 0 HEC errors (total) 199 0
FEC errors (delta) 41 0 FEC errors (total) 2922860 824
________________________________________________________________________________________________________________

 

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Distinguished Sage
Distinguished Sage
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Message 8 of 8

Re: Explanation please

as your connection is still appears unstable and you are using a modem then it is not a hub problem.  Have you tried connecting direct to the test socket with a filter to eliminate your internal wiring as causing a problem and also your faceplate.  if you have extension sockets in other rooms then check that there is no dial tone at any socket



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