Hi we have had nothing but trouble with our signal. When sold infinity broadband promised faster internet devices and wireless connection three years later and constant phone calls no effect Told engineers do not visit after constantly requesting them. They phone my partner whilst I was out offering free television box and installed by engineers to extend contract. No engineer box still in box and still poor slow broadband connection will be taking legal advice
You're in the same boat as so many. Could you maybe get an unlocked modem to check your line performance? BT locks down its modems to stop us doing that; so you need to unlock the device first. The Huawei modems are easy to unlock; the ECIs not so. There may be a line-fault that needs remedying, and an unlocked modem can highlight that.
How far are you from the green street cabinet; the cabinet which holds the VDSL2 DSLAM? That distance is pretty much key determinant when it comes to line speed and broadband performance
Try one of them Huawei HG612 modems though; they go for peanuts on ebay. Well worth a try.
Can you post your helpdesk data from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254 or http://bthomehub.home or http://bthub.home
Please miss out any data you don't want to post