Today I've had an issue sorted with my Infinity 1 line which I think has been there a while - was only getting 36 down and 3 up. Not back to full 55 down, 10 up. However, I've done a chat with BT and they say I won't get the 76 free upgrade because my line can't support it.
However when I first signed up with Infinity 1, I was getting 76 down, 18 up for several months even though I was on the Infinity 1 package. I wonder if they did their tests for the upgrade when my line had the problem.
Is there a way to get the upgrade applied now?
Solved! Go to Solution.
post the stats from your router if hh6 then advanced settings then technical log information
enter your phone number and post results remember delete number http://dslchecker.bt.com/adsl/adslchecker.welcome
BT Hub 6A
0 Days, 1 Hours 10 Minutes 9 Seconds
10.00 Mbps / 55.00 Mbps
25604 / 81328
22 dB / 12.9 dB
28760 MB Uploaded / 29279 MB Downloaded
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Handback Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateLeft in Jumper High Low High Low Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)WBC FTTP Availability Date ADSL ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date Left in JumperOther Offerings Availability Date Premise environmentStatus
|VDSL Range A (Clean)||80||60||20||19||53||Available||Available||--|
|VDSL Range B (Impacted)||73.9||45.6||20||15.3||38.2||Available||Available||--|
|FTTP on Demand||330||30||--||Available||--||--|
|WBC ADSL 2+||Up to 15.5||--||11.5 to 19.5||Available||--||--|
|WBC ADSL 2+ Annex M||Up to 15.5||Up to 1||11.5 to 19.5||Available||--||--|
|ADSL Max||Up to 8||--||7 to 8||Available||--||--|
|WBC Fixed Rate||2||--||--||Available||--||--|
|Last Test Date||19-04-2018|
your line can obviously support infinity 2 and is currently on infinity 1 max
Yes I've been on Infinity 1 since December 2016, so presumably I'm eligible. I wonder if the issue I had with my line was causing problems when they ran their upgrade capability check?
I have asked forum mods to see if they can help you they will post here with a link
Welcome to the community and thanks for your post!
I'll be able to check what happened the free speed boost and if you're eligible for it. I know that these were happening at the end of last year.
Click on my username here >> RobbieMac << and you'll see our contact link underneath my profile picture.
Thank you for sending in your details. I gave your mobile number a quick call, I'm sorry I didn't get speaking to you today.
I've had a look at the details of your account and I can confirm that you were entitled to the speed boost. I've placed an order to increase your speeds which is due to complete tomorrow. I'll follow up with you again on Thursday to confirm the order has completed correctly.