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Moderator
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Message 11 of 23

Re: Infinity 2 speed drops from 50 meg to 16 at peak times - Bearwood exchange

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Hi @Tolla,

 

I'll be able to take a look at this for you. Please can you send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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Tolla
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Message 12 of 23

Re: Infinity 2 speed drops from 50 meg to 16 at peak times - Bearwood exchange

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@john46

Thanks will wait for the moderator to do that.
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Tolla
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Message 13 of 23

Re: Infinity 2 speed drops from 50 meg to 16 at peak times - Bearwood exchange

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@PaddyB

Thanks I have done that.
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Moderator
Moderator
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Message 14 of 23

Re: Infinity 2 speed drops from 50 meg to 16 at peak times

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Hi @Bouf111,

 

Thank you for sending in your details. I gave your mobile number a quick call, I'm sorry that I didn't get speaking to you today. I've checked with BT Wholesale and unfortunately they aren't reporting any capacity issues at your exchange. In order to get this investigated, please can your run an up to date Speed Test the next time the slow down occurs? 

 

You'll need to run the "Further Diagnostics" once the first test completes. Once you have run the test, please post back the results and I'll chase this with Wholesale.

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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Tlwil13
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Message 15 of 23

Re: Infinity 2 speed drops from 50 meg to 16 at peak times

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@PaddyB Further diagnostic results taken as seen below. An error also occurered regarding additional details etc.

Screenshot (1).png

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Tolla
Beginner
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Message 16 of 23

Re: Infinity 2 speed drops from 50 meg to 16 at peak times - Bearwood exchange

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@RobbieMac

I did a wired speedtest using a laptop but when it gets to the further diagnostic, it says an error occurred when trying to get further information.

The test was showing 3.8 down and 6 5 up.
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Moderator
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Message 17 of 23

Re: Infinity 2 speed drops from 50 meg to 16 at peak times - Bearwood exchange

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@Tolla Thanks for posting, I can see @RobbieMac has is due to get back to you tomorrow with an update. The speed test can be temperamental and would be worth trying again this evening if possible? The further diagnostics part of the test records on Wholesales system and it will help Robbie to provide evidence to the network team of the problem.  

Community ModeratorNeilO
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Tolla
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Message 18 of 23

Re: Infinity 2 speed drops from 50 meg to 16 at peak times - Bearwood exchange

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@NeilO @RobbieMac

Yes, I will try again this evening . I kept getting an error on the further details part of the test and tried multiple times.

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Moderator
Moderator
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Message 19 of 23

Re: Infinity 2 speed drops from 50 meg to 16 at peak times - Bearwood exchange

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@Tolla Thanks. @RobbieMac will be in touch tomorrow. 

Community ModeratorNeilO
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Tolla
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Message 20 of 23

Re: Infinity 2 speed drops from 50 meg to 16 at peak times - Bearwood exchange

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@NeilO @RobbieMac

 

Tried a wired speedtest this evening and every time on the further diagnostic part, I got  "an error occurred while trying to retrieve additional details regarding your service"

 

I ran the test at least 10 times.

 

I got 4.06 mb down and 7.59 mb up on the last try.

 

Please see screen shot below.

 

screenshot 7.jpg

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