Extremely slow internet with BT Infinity unlimited

[Keith_Beddoe]

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@jackftfc99 wrote:
We are not using any filters. Everything seems to be connected fine

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There are three possibilities.

The socket is faulty.

The home hub is faulty.

The port in the cabinet is faulty

Lets prove the socket first, you will need a microfilter for this. Ignore the fact that you have a filtered faceplate, the bit behind is the same on both.

If you can please connect things up as shown here NTE 5C - testing from test socket

See if the connection speed on the home hub increases.

[jackftfc99]

This helped a lot, the download speed is now 27mbps, this is still lower than our minimum guaranteed speed though.

[Keith_Beddoe]

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@jackftfc99 wrote:
This helped a lot, the download speed is now 27mbps, this is still lower than our minimum guaranteed speed though.

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What connection speed is showing on the home hub 6, use the link that gave you the connection results.

This one, if you have lost it.

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

Are there any wires connected to the extension block NTE5C terminals for extension wiring

It may have a clear cover on it.

I think that filtered faceplate is faulty.

[jackftfc99]

No there are no wires in the extension block. Here are the results 

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, 0 Hours 9 Minutes 41 Seconds

Data rate:

7.20 Mbps / 30.00 Mbps

Maximum data rate:

10898 / 46720

Noise margin:

6.5 dB / 9.4 dB

Line attenuation:

17.2 dB

Signal attenuation:

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

4126 MB Uploaded / 4453 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

[Keith_Beddoe]

So that filtered faceplate is faulty.

Your connection speed is now 30Mbs , but the maximum possible at the moment, is 46Mbs. That is still below the minimum, but it may improve,

If your service was activated on the 16th, then you are going to have to leave it now until the 26th before it can be investigated.

The speed may improve over that time, but there is still the issue with the faulty faceplate.

What I would like you to do, is to leave it connected to that test socket, do not disconnect or restart the home hub.

Check the connection speed again on the 26th, if it has not improved, then a free visit can be arranged, to investigate the problem, and to change that faulty faceplate.

See Complaints about slow broadband speed

that page tells you what the process is.

Please update this thread, as a visit can be arranged by one of the moderators, if the speed does not improve.

I have passed some information and a suggestion to one of the moderators, as I think this is a faulty installation.

[jackftfc99]

That's brilliant, thanks for all the help

[Keith_Beddoe]

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@jackftfc99 wrote:
That's brilliant, thanks for all the help

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No problem, that is what this user forum is for. At least you are now getting a decent speed.

Please keep this thread updated until the issue has been fully resolved.