Hi there, wondering if anyone can help, i first got bt infinity 2 years ago when i moved into the house im in now, for a year or so i got around 45-48ish mbits down and about 6 up, then middle of last year the speed dropped to about 29 mbits down, but up stayed at 6.
I rang bt about 5 or 6 times and went through all of the procedure for checking everything my end and eventually they agreed with what i thought that the ip profile had gone mad and needed to be reset, it had dropped to 29mbits which my speed seemed to hit all the time. Anyway they said they would reset it and never did, then after several more phone calls and promises to reset it and more speed tests and router rebooting and etc teci just gave up and figured what the hell 29 is fine (it became way to much hard work to deal with the call centre and not once did my ip profile even budge an inch so i doubt it was ever changed)
anyway fast forward to now, and iv just upgraded to btinfinity 2, but the ip profile on my line hasnt changed, its still firmly stuck at the same 29.3 mbits its been stuck atfor a year, and my download speed is exactly, 29.3mbits lol
should an upgrade to btinfinity 2 not reset the ip profile and begin a new 10 day cooldown period? because it doesnt seem to have and my line seems to be clearly capable of more, as its hitting that cap consistantly every time i test it..
anyway here is the performance diagnostics, if anyone can help id appreciate it
All an upgrade to Infinity 2 fom Infinity 1 does is remove a software cap on the line. It does not reset anything. If your line was faulty before the upgrade it will still be faulty after it.
Can you run this checker and post back a screen shot of the results
If you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
|FTTC Range A (Clean)||65||47.9||19.1||12.6||--||Available|
|FTTC Range B (Impacted)||55.4||31.8||19.1||8.6||--||Available|
|WBC ADSL 2+||Up to 6.5||--||5.5 to 7.5||Available|
|WBC ADSL 2+ Annex M||Up to 6.5||Up to 1||5.5 to 7.5||Available|
|ADSL Max||Up to 6||--||5 to 7||Available|
|WBC Fixed Rate||2||--||--||Available|
i dont have the new homehub im still using the previous one and the white openreach modem
Obviously depending on what Range of line you have you should be getting speeds between 32Mbps and 65Mbps. Your present speeds are out side that. You need to call BT and report a fault and request an engineer out to investigate.
They will go through all the usual checks etc. Stick with it and play their game but do not be fobbed off with a ten day training period or that they will do a reset.
Only an engineer can do a reset and it is pointless if they do not find the underlying cause of the speed drop. All that will happen is the problem will return
they said theres a network fault and they will pass it to the faults team and ring me back 😞 exactly what happened last time, i already know whats going to happen,
Them: hi there weve fixed the fault can you check your speed now?
Me: its still 29.3 mbits and the ip profile hasnt changed
Them: ok we will look into it and call you back
The hi there weve fixed the fault can you check your speed now?
Me: Yes its still 29.3mbits the ip profile needs to be reset and it still hasnt been
Them: ok we'll pass it to the correct team and call you back 🙂
Them: hello there weve found a fault on your line and it should have been fixed can you check the speed now?
Me: Yes its still 29.3mbits the same as always
Them: can you reset the modem
Me: yes iv reset the modem its still 29.3 mbits
Them: ok hold on we will do some line checks
Them: ok there is a fault on your line we will try to fix it and ring you back
Me: ---- Head--- Desk--- Give up 😛
i know that wasnt relevant but i enjoyed writing it lol
Oh sorry, I see you don't have a HH5. What sort of white modem do you have?
What make is the white modem - Huawei or ECI ?
I think there's a label on the underside