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Infinity 2 speeds much slower than promised speeds

I had infinity 2 installed with a new line just before Christmas, but since then my connection speed falls well short of what was promised by BT. Since being installed I've not seen speeds greater than 33 Mbits/sec actuals from router stats both through my socket and connecting to the test socket (I'm getting 31.2 Mbit/s as I write this).

 

Similarly the event log from the smart hub seems to show it is dropping the vdsl connection and re-establishing it every 2-3 hours so I don't know if this if a smart hub problem and DLM is downgrading my line speed to get a stable connection or whether this is another fault.

 

I suppose I should have been suspicious at the time, but the guy who reconnected the line to the house told me there was a fault and a level 2 openreach engineer would be needed. The openreach engineer turned up about 90 minutes later (unexpected) and promptly told me he didn't understand why he was requested as there was no problem after spending 5 minutes just plugging in my router.

 

I tried going through to the chat after running all of the suggest diagnostics, but ended up with a useless call centre agent that sent me instructions for splitting the wireless network into the separate channels to see if this would fix it, even though I told them that I was directly connected via ethernet and no other devices could be connected as I had disabled the wireless network (I run a separate mesh network via ethernet to the router for my wireless connectivity).

 

Clearly I'm pretty disappointed with this as currently I am paying for speeds that BT told me would be available to me, but clearly I'm not seeing. Can one of the Mods please intervene as I'm getting nowhere with the call centre...

 

Thanks

 

My router stats from the advanced section of the smart hub interface:

 

This is a list of your BT Smart Hub settings and current statistics.

Product name:

BT Hub 6A

Serial number:

+084316+NQ73653070

Firmware version:

SG4B1000B316

Firmware updated:

09-Dec-2017

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 2 Hours 39 Minutes 50 Seconds

Data rate:

12.00 Mbps / 40.00 Mbps

Maximum data rate:

16616 / 49817

Noise margin:

8.9 dB / 9 dB

Line attenuation:

17.3 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

21715 MB Uploaded / 31592 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-TS7R

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-TS7R

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

58:90:43:C2:72:79

Software variant:

-

Boot loader:

7.33.1

 

From the Wholesale ADSL checker;

 

 on Exchange FARNBOROUGH is served by Cabinet 2

 

Featured Products

Downstream Line Rate(Mbps)

 

Upstream Line Rate(Mbps)

 

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

WBC FTTC 18x2 Provide Availability

WBC FTTC 18x2 Sim Availability

Left in Jumper

 

High

Low

High

Low

 

 

 

 

 

 

VDSL Range A (Clean)

70.3

49

19.5

12.9

41.2

Available

--

--

Yes

--

VDSL Range B (Impacted)

60.1

39.8

16.8

8.7

34.8

Available

--

--

Yes

--

Featured Products

Downstream Line Rate(Mbps)

 

Upstream Line Rate(Mbps)

 

Downstream Range(Mbps)

WBC FTTP Availability Date

 

 

 

 

FTTP on Demand

330

 

30

 

--

Available

--

--

--

--

ADSL Products

Downstream Line Rate(Mbps)

 

Upstream Line Rate(Mbps)

 

Downstream Range(Mbps)

Availability Date

 

 

 

Left in Jumper

ADSL Max

Up to 1.5

 

--

 

1 to 2.5

Available

--

--

--

--

Fixed Rate

0.5

 

--

 

--

Available

--

--

--

--

Other Offerings

 

 

 

 

 

Availability Date

 

 

 

 

VDSL Multicast

--

 

--

 

--

Available

--

--

--

--

Premise environment

Status

 

 

 

 

 

 

 

 

 

Bridge Tap

U

 

 

 

 

 

 

 

 

 

VRI

N

 

 

 

 

 

 

 

 

 

NTEFaceplate

N

 

 

 

 

 

 

 

 

 

Last Test Date

18-01-1970

 

 

 

 

 

 

 

 

 

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 2

Re: Infinity 2 speeds much slower than promised speeds

The speeds quoted by BT at outset are connection speeds not download speeds.  Your connection speed is 40mb which is below the bottom of the dslchecker speeds and looks like you need free engineer visit to see if they can improve your speed to within estimated range

 

are stats from the test socket?

 

try quiet line test. Dial 17070 option 2. Should be quiet and best with corded phone



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