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dmrogers
Aspiring Contributor
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Message 1 of 14

HELP!! BT Infinity 2 problems

I have had BT infinity 2 now for over a year, at the start I was connecting with speed over 60Mbps down and 17Mbps Up. I am on Cabinet 7 of the Winkfield row exchange.

 

Recently the speeds have become very slow. I have run the speedtest and got the following message:

 

Results Image not loaded

1. Best Effort Test: Download Speed : 17.15 Mbps

2. Upstream Test: Upload Speed : 6.18 Mbps

 

Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.

 

This is on a wired connection, I get the same sort of figures when connected wirelessly.

 

I can't even find out what my IP profile should be!

 

 

I have run the ADSL Checker and get the following:

bt.JPG

Please help!!

I am paying for something that is so far below what I signed up for it so frustrating!

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13 REPLIES 13
shirts
Recognised Expert
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Message 2 of 14

Re: HELP!! BT Infinity 2 problems

Can you carry out the "quiet line" test ? Using a corded phone plugged into the test socket on the master socket, dial 17070 and choose option 2. There should be no crackles, popping, buzzing, etc, in fact, it should be quiet........

 

Can you log-in to your homehub and post the first 12 lines that show under the "helpdesk" tab, assuming that is, that you have a Homehub 5 ?

If you found this post helpful, then please click the star on the left, after all, I'm only trying to help........Smiley Wink
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Distinguished Guru
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Message 3 of 14

Re: HELP!! BT Infinity 2 problems

What equipment do you have? Modem or Homehub 5?
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dmrogers
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Message 4 of 14

Re: HELP!! BT Infinity 2 problems

Hi Shirts / Ray_dorset,

 

I have a HH4.

I have run the quiet line test and it is pretty much silent.

 

Thanks

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Highlighted
Distinguished Guru
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Message 5 of 14

Re: HELP!! BT Infinity 2 problems

In order to rule out the Homehub as potentially being the device responsible for your speed loss, you can connect the Openreach modem directly to the PC and see if the speed improves.

To do that follow these steps:

Step 1: Remove the homehub from the modem cable

Step2: Connect your pc/laptop to the modem via the cable instead

Step3: Open network and sharing centre on windows and click set up a new connection or network

Step4: Connect to the internet then click make a new connection Broadband PPPoE

Step5: Username bthomehub@btbroadband.com and the password as BT

Step6: connect, If it doesn't,keep pressing try again until it does.


However, please note that this will stop any other access apart from the PC

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dmrogers
Aspiring Contributor
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Message 6 of 14

Re: HELP!! BT Infinity 2 problems

Hi ray_dorset,

 

Thanks, I did as you suggested and got the following result:

 

 
FAQ

Results Image not loaded

 

 

1. Best Effort Test: 

Download Speed : 16.87 Mbps

2. Upstream Test: 

Upload Speed : 6.07 Mbps

 



Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.

 

 

So unfortunately no improvement when plugged in directly to the modem..

 

Dave

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Distinguished Guru
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Message 7 of 14

Re: HELP!! BT Infinity 2 problems

It's not really possible for me to do anything more without the IP profile, or better still some line stats including the sync rate and signal-to-noise ratio margin.

Is your modem locked or unlocked, because that is where those line stats are?

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dmrogers
Aspiring Contributor
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Message 8 of 14

Re: HELP!! BT Infinity 2 problems

I don't know why it is not giving me IP profile details when I run speedtest.btwholesale

I get the error: 

Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information. 

 

I get this every time on different computers.

Where can I get sync rate information from on a BT HH4?

 

I cant see anything obvious in the event log.

 

I assume my modem is locked....

 

Thanks..

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dfenceman
Expert
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Message 9 of 14

Re: HELP!! BT Infinity 2 problems

When running the BTW speed test do remain on the site until the test completes ?

Is your flash player up to date ?

Have you tried different browsers ?

Best regards,
dfenceman
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Distinguished Guru
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Message 10 of 14

Re: HELP!! BT Infinity 2 problems

Can you try this alternative speedtest here, please http://labs.thinkbroadband.com/ispa/

All speedtests should be done wired, that is an ethernet cable from the hub to the PC.

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If you found this post helpful, please click on the star on the left
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