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jackftfc99
Beginner
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Message 1 of 17

Extremely slow internet with BT Infinity unlimited

I understand in the first 10 days the connection can be up and down I got BT on the 16th this month, I'm meant to be getting up to 52mb download but in the last 2 days my download speed has been 0.5-1mb. I haven't been able to load any videos at HD or anything of that sort. Loading times are terribly slow, even loading this page took long. Is it normal to be this slow in the first 10 days?

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16 REPLIES 16
Keith_Beddoe
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Message 2 of 17

Re: Extremely slow internet with BT Infinity unlimited

Welcome to this user forum.

 

No it should not be that slow.

 

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.

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

 

Please use this link to display the Smart hub (HH6) connection information

 

What was your minimum guaranteed speed?

 

Could you please post the results from the BT Wholesale speed checker, including the further diagnostics.
 
http://www.speedtest.btwholesale.com/

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jackftfc99
Beginner
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Message 3 of 17

Re: Extremely slow internet with BT Infinity unlimited

The results are  Download Speed (Mbps) 0.59, Upload Speed (Mbps) 0.36, Ping Latency (Ms) 0.00

The minimum download speed i'm meant to get is 45mbs.

I don't understand these results or what they mean Screenshot_2.jpg

 

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jackftfc99
Beginner
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Message 4 of 17

Re: Extremely slow internet with BT Infinity unlimited

Further Diagnostics Screenshot_3.jpg

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Keith_Beddoe
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Message 5 of 17

Re: Extremely slow internet with BT Infinity unlimited

Did you check for noise, and can you please provide the connection information as requested on my link to the home hub?

 

Your connection speed should be at least 55Mbs.

 

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jackftfc99
Beginner
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Message 6 of 17

Re: Extremely slow internet with BT Infinity unlimited

There was no noise on the call.

Product name:

BT Hub 6A

Serial number:

+084316+NQ74568761

Firmware version:

SG4B1000B316

Firmware updated:

16-Jan-2018

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 4 Hours 53 Minutes 29 Seconds

Data rate:

2.74 Mbps / 1.28 Mbps

Maximum data rate:

2777 / 1647

Noise margin:

7 dB / 7.2 dB

Line attenuation:

56.9 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

1829 MB Uploaded / 2215 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-Q92C

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-Q92C

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

7C:26:64:FC:07:EB

Software variant:

-

Boot loader:

9.2.0

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Keith_Beddoe
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Message 7 of 17

Re: Extremely slow internet with BT Infinity unlimited

There is something very wrong, as the attenuation is very high. Perhaps you have connected things up incorrectly?

 

Are you getting dial tone on the phone?

 

Which number matches your master phone  socket?

 

Single master sockets

 

Filtered master sockets

 

Do you have any other extension wiring or phone sockets?

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jackftfc99
Beginner
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Message 8 of 17

Re: Extremely slow internet with BT Infinity unlimited

I don't think things are connected incorrectly, I will go check. Yes I get dial tone. It's a Filtered master socket number 7. No we have no extentions.

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Keith_Beddoe
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Message 9 of 17

Re: Extremely slow internet with BT Infinity unlimited


@jackftfc99 wrote:

I don't think things are connected incorrectly, I will go check. Yes I get dial tone. It's a Filtered master socket number 7. No we have no extentions.


Do you have the home hub plugged directly into the broadband socket, and the phone plugged into the phone socket, you should not be using any microfilters?

 

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jackftfc99
Beginner
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Message 10 of 17

Re: Extremely slow internet with BT Infinity unlimited

We are not using any filters. Everything seems to be connected fine
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